A customer wants to buy a software program but it is not in stock. The store expects a new shipment soon. What should the associate do to help the customer now?

• A. Ask the customer what features he likes about the software, and see if the store has another program in stock that would fit his needs.
• B. Check for another software program within the same price range.
• C. Call a competitor and see if the program is in stock to meet the customers immediate needs.
• D. Tell the customer he will be called as soon as the new shipment arrives, and put one program on hold for him.

Answer: (A)

When stock is out, the best move is to focus on meeting the customer’s needs right away by finding an in-stock alternative that fits those needs. By asking the customer what features they value, you tailor the recommendation to their specific use case, which makes it more likely you’ll suggest a program they’re happy with and can buy today. This shows you’re listening and being proactive, which keeps the sale in your store and avoids unnecessary delays for the customer.

Other approaches miss that immediate, need-focused solution: guessing features without asking can lead to a poor match; reaching out to a competitor isn’t appropriate for service and trust; and telling the customer to wait with a hold may leave them frustrated if the substitute isn’t as aligned or if timing changes.