How should you assist a customer who cannot locate a product?

• A. Decline and tell them to search online themselves.
• B. Offer to help locate it in the store, check inventory, or offer alternatives.
• C. Tell them to come back later.
• D. Suggest only online ordering.

Answer: (B)

When a customer can’t locate a product, respond with proactive, customer-centered help. Start by acknowledging their need, then offer to locate the item in the store, check the inventory to see if it’s in stock, and present practical alternatives if the exact item isn’t available. This approach saves the customer time, shows attentiveness, and keeps the sale moving by guiding them to the right product or a suitable substitute, or arranging a possible order for pickup or delivery. Other options don’t address the immediate need or help the customer efficiently, which can lead to frustration or a lost sale.