If a customer asks about walking canes and accessories that your store does not carry, what is an appropriate response?

• A. Explain to the customer that your store is not large enough to carry every item.
• B. Explain to the customer that you do not carry canes and accessories, but you do not have a large demand for them; therefore, it's not necessary to stock them.
• C. Explain to the customer that you do not carry canes and accessories, but you know another store that does and will be happy to call them.
• D. Explain to the customer that you do not make a lot of profit in selling canes and accessories: therefore, you do not carry them.

Answer: (C)

When a customer asks for something you don’t stock, the best approach is to be helpful and resourceful. Acknowledge you don’t carry walking canes and accessories, then offer a concrete way to assist, such as guiding them to another store that has the items and offering to call or provide the contact information. This shows you’re working to meet their needs, which builds trust and keeps the interaction positive. It avoids framing the situation in terms of store size, demand, or profit, which can feel dismissive. If useful, you can gather specifics (type of cane, budget) and offer to follow up or to place a call to the other store on their behalf.