A customer is searching for a specific shoe size and the size is out of stock. What is the MOST appropriate response to the customer?

• A. I will double check the stock room, 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. I just put out the entire stock of that item yesterday. I'm pretty sure we don't have it anymore. Sorry.
• C. I think we sold the last size yesterday. That is a really popular item. You have great taste.
• D. 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.

Answer: (B)

When a customer asks for a specific size that's out of stock, the goal is to respond with empathy and a clear plan to help them get the item. The best approach provides a realistic restock timeline and a concrete action you can take now, such as offering to hold the item if it comes in or to call when it’s available. This keeps the customer informed and shows you’re proactive about solving the problem. In this case, saying more of those are coming in next week and offering to hold it if it’s in stock gives the customer a tangible next step and a timeframe to work with, which reduces frustration and preserves the sale. Saying the item is sold out without offering a plan can feel final and unhelpful, and some phrasing can come across as casual or uncertain rather than helpful. So the strongest choice is the one that communicates a restock date and a follow-up option.