A customer is seeking a shoe in a particular size that is out of stock. The MOST appropriate response is:

A customer is seeking a shoe in a particular size that is out of stock. The MOST appropriate response is:

• A. I will double check the stockroom, but I am pretty sure we are sold out. I'd be happy to call our other store to see if they have it.
• B. We should be getting more of those in next week. You can give me a call on Wednesday, and if we have it, I can hold it for you.
• C. I think we sold the last size yesterday. That is a really popular item. You have great taste!
• D. I just put out the entire stock of that item yesterday. I'm pretty sure we don't have it anymore. Sorry.

Answer: (A)

Proactively confirming inventory and exploring options across locations is the best way to help a customer when a size is out of stock. Verifying the stockroom now shows you’re in control and giving an honest status helps build trust, while offering to call another store demonstrates real action to solve the problem. This approach also provides a concrete next step for the customer—if the item can be found at another location, they have a clear path to getting it or being notified. Other approaches fall short because they either delay action or rely on uncertain future availability without checking what’s currently true. One option promises a future call and a restock timeline but doesn’t confirm current stock or take immediate steps. Another option guesses it’s sold out and adds commentary that doesn’t help the customer. The last option closes off help with a firm denial.

Proactively confirming inventory and exploring options across locations is the best way to help a customer when a size is out of stock. Verifying the stockroom now shows you’re in control and giving an honest status helps build trust, while offering to call another store demonstrates real action to solve the problem. This approach also provides a concrete next step for the customer—if the item can be found at another location, they have a clear path to getting it or being notified.

Other approaches fall short because they either delay action or rely on uncertain future availability without checking what’s currently true. One option promises a future call and a restock timeline but doesn’t confirm current stock or take immediate steps. Another option guesses it’s sold out and adds commentary that doesn’t help the customer. The last option closes off help with a firm denial.