An associate tells a customer to pick up their store assembled bicycle at 3:00 PM. The customer arrives at 3:30 PM and the associate is in the middle of helping another family purchase bicycles. What should the associate do?

• A. Inform the customer that he is currently helping another family, but another associate will get the bike from the stockroom.
• B. Tell the customer that he is busy helping another family with bicycles and that he will have to wait.
• C. Suggest that the customer leave the store and come back between 6:00 and 7:00 PM when the store is less busy.
• D. Advise the customer to go to the customer service line and wait for assistance.

Answer: (A)

The situation tests how to honor a promised pickup while coordinating with teammates to keep the customer experience smooth. When the customer arrives for a 3:00 PM pickup but you’re still helping another family, the right move is to acknowledge you’re tied up and immediately arrange help to fulfill the promise. Let the customer know you’re working with another family, and have another associate retrieve the bike from the stockroom so it can be brought to the pickup area for the customer. This shows proactive service, uses teamwork, and minimizes the customer’s wait time while honoring the commitment that was made.

Choosing to keep the customer waiting, telling them to come back later, sending them to a different line, or delaying the pickup would all disrupt the promise and likely frustrate the customer, whereas coordinating a quick handoff preserves trust and keeps the sale on track.