What would you do if someone wanted an item and the shop was out of it?

• A. I would recommend that they check online
• B. I would tell them it's unavailable
• C. I would offer to backorder
• D. I would ignore the request

Answer: (A)

When a guest wants an item that’s out of stock, the strongest move is to offer to check online stock. This shows you’re proactive and focused on helping, not just delivering bad news. Online inventory is often updated in real time and can reveal several practical next steps for the guest: the item might be available for order with home delivery, available for pickup at another location, or offered as a backorder if that option exists. By taking the initiative to look online, you give the guest a concrete path forward, preserve a positive experience, and demonstrate flexibility and problem-solving—qualities Disney strives for in guest service. Telling them it’s unavailable or ignoring the request would close the door on possibilities and create a less helpful interaction.