Question

SHL
30: 13
Choose the 'best' and the 'worst' action for the given situation.
A customer wishes to buy a product of a particular brand. This item has been out of stock for a long time. This customer has visited your store 2-3 times asking about the same brand. You are not sure when this brand will be back in stock. What will you do?
Inform the customer that the brand is unavailable and suggest him to check the availability on the manufacturer's website.
Tell the customer that the brand is unlikely to arrive any time soon, so that he doesn't have to visit the store unnecessarily.
Ask the customer if there is a reason why he needs this particular brand and offer to show him similar product from other brands.
Inform the customer about the stock situation and ask him to call in a few days to check whether the brand has arrived.
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Answer 1

Best: Ask if there is a reason he needs that particular brand and offer to show similar products from other brands (option 3).
- Rationale: Proactive, customer-focused, tries to meet the customer's needs and offers alternatives rather than simply shutting them down.

Worst: Inform the customer that the brand is unavailable and suggest he check availability on the manufacturer's website (option 1).
- Rationale: Unhelpful and passes the burden back to the customer; it avoids offering alternatives or taking any responsibility to assist.

(Options 2 and 4 are intermediate: 2 is informative but may prematurely discourage the customer; 4 is reasonable but less helpful than offering alternatives or an active follow-up like calling the customer when stock arrives.)