When a customer asks about stock status, what action best demonstrates proactive service?

• A. Give a rough estimate over the phone.
• B. Confirm the item is in stock and offer to reserve it for the customer's arrival.
• C. Suggest a similar item if stock is uncertain.
• D. Ask the customer to check back later.

Answer: (B)

Proactive service means taking initiative to meet the customer's needs before they have to ask. When a customer asks about stock status, the strongest move is to confirm the item is in stock and offer to reserve it for the customer's arrival. This shows you’re on top of their request, reduces the effort they must take, and protects the sale by ensuring the item won’t be sold to someone else while they’re deciding. It also conveys reliability and attention to their timeline, which builds trust and satisfaction.

Giving a rough estimate can mislead or cause disappointment if the item isn’t actually available. Suggesting a similar item offers a helpful alternative but doesn’t guarantee the exact item the customer wants, which can still lead to friction. Asking the customer to check back later is passive and delays resolution. Reserving the item now keeps the process moving smoothly and demonstrates true care for the customer’s needs.