Question

a customer wants a product they saw in the store last week with a price that was marked down. you discover the item is no longer in the store, and most likely has been sold. you apologize, but they seem disappointed.
what would you be most and least likely to do?
pick one of each

explain that products in the store go quickly and that they may have better luck going to a different store location.

offer to provide the address and phone number for the nearest store, and explain that stores get frequent shipments with new items.

ask your store manager if you can hold the markdown price for them so they can get it for the same price when it is back in stock.

tell them that if it is important to get the product today, they should check other popular stores in the area.

Explanation:

Analyze the scenario and customer needs

The customer is disappointed because a marked-down item they saw last week is sold out. The goal is to find the most helpful, customer-oriented action (MOST) and the least helpful, dismissive action (LEAST).

Evaluate Option 1

"Explain that products in the store go quickly and that they may have better luck going to a different store location."

• This is somewhat dismissive and shifts the burden entirely to the customer without offering concrete help or checking stock.

Evaluate Option 2

"Offer to provide the address and phone number for the nearest store, and explain that stores get frequent shipments with new items."

• This is helpful and proactive, but does not address the specific marked-down item or price.

Evaluate Option 3

"Ask your Store Manager if you can hold the markdown price for them so they can get it for the same price when it is back in stock."

• This directly addresses the customer's disappointment regarding the missed markdown price. It shows exceptional initiative, advocacy for the customer, and a desire to secure the sale. This is the MOST likely/best action.

Evaluate Option 4

"Tell them that if it is important to get the product today, they should check other popular stores in the area."

• This suggests they shop at competitors ("other popular stores") rather than keeping their business within your company. This is highly counterproductive and represents the LEAST likely/worst action.

Answer:

• MOST Likely: Ask your Store Manager if you can hold the markdown price for them so they can get it for the same price when it is back in stock.
• LEAST Likely: Tell them that if it is important to get the product today, they should check other popular stores in the area.