What would you do if you need to recommend a substitute product when the desired item is unavailable?

• A. I would recommend that they check online
• B. I would suggest a different product in-store
• C. I would ask them to come back later
• D. I would tell them to visit another location

Answer: (A)

When a desired item is unavailable, using online inventory to verify what's in stock and what substitutes are available is the strongest move. It shows you’re using available tools to solve the guest’s problem, saves time, and lets you present real options right away. By checking online, you can confirm stock across locations, see alternative products that would meet the guest’s needs, and even place a hold or arrange delivery if possible. This keeps the guest moving forward with minimal disruption and demonstrates resourcefulness and proactive service.

Other options tend to add friction: suggesting a different product without confirming stock can lead to a less satisfying choice; asking them to come back later creates additional steps and disappointment; sending them to another location can be inconvenient. Online availability checks, when possible, provide quick, accurate solutions and a smoother guest experience.