When a requested item is out of stock/back-ordered, the BEST course of action?

• A. Tell the customer that the item is out of stock and offer alternatives.
• B. Provide phone numbers of other stores.
• C. Offer different options and notify when available.
• D. Ask the customer to call back later.

Answer: (C)

When an item is out of stock, the strongest move is to offer workable options now and commit to notifying the customer when it’s available. This shows you're actively solving the problem, keeps the sale alive, and respects the customer’s time by providing immediate paths forward—whether that’s a suitable substitute, a backorder, or a sign-up for restock alerts. It also builds trust because you’re clear about when they can expect the item again, rather than leaving them guessing.

Stating only that the item is out of stock leaves the customer without next steps, which can lead to frustration. Providing store phone numbers can help, but it shifts the burden to the customer and may not be reliable if stock varies between locations. Asking the customer to call back later creates unnecessary friction and increases the chance the sale is lost. By offering different options and promising to notify them when available, you address the need directly and keep the customer informed.