When a requested item is not in stock, what is the most customer-friendly action?

• A. Explain that the item is out of stock and offer him a discount if he buys something else.
• B. Tell him that you think they are available online and he should purchase them there.
• C. Attempt to locate the item online or at one of your other stores.
• D. Ask him to give his wife a call and see if she would like a bracelet instead.

Answer: (C)

When a requested item isn’t in stock, the best approach is proactive problem-solving that quickly uncovers a real solution for the customer. Trying to locate the item online or at another store shows you’re taking responsibility to meet the customer’s need, saves them time, and keeps the interaction positive by offering a concrete path to getting the item soon. It demonstrates initiative and a service-first mindset.

The other options are less customer-friendly because they push the customer toward a substitute or another channel without first confirming availability, or they introduce an unrelated and inappropriate suggestion.