When a customer mentions a brand you do not carry, which approach is most customer-friendly?

• A. Convince him that your brands are better.
• B. Get permission to show items you do have that might meet his needs.
• C. Tell him you don't carry that brand then excuse yourself to serve someone else.
• D. Smile and listen politely, but don't tell him you don't have his brand; show him your items anyway.

Answer: (B)

When customers mention a brand you don’t carry, the approach that puts their needs first is to validate what they’re seeking and then offer helpful alternatives. Asking for permission to show items you do have that might meet their needs shows you’re listening, respect their preference, and want to help solve their problem. It keeps the conversation constructive, builds trust, and can reveal options the customer hadn’t considered—perhaps a comparable feature set, price range, or style in brands you carry.

Pushing your brands as better can come across as pushing, not solving, the customer’s actual request. Telling them you don’t carry the brand and walking away leaves the customer frustrated. Smiling and listening while not being transparent about not having the brand can feel deceptive and still doesn’t help them find a true match.