If your store does not have the product a customer is looking for, what should you do first?

When a customer comes to your store looking for a specific product that is not available, the best approach is to suggest alternatives that are in stock. This action demonstrates excellent customer service by actively engaging with the customer's needs and showing that you care about helping them find a solution.

By offering alternatives, you not only provide immediate assistance but also keep the customer engaged with your store. This could lead to a potential sale of a different product that may meet the customer's needs, thereby maintaining their satisfaction and loyalty. It's a constructive way to address their request without dismissing their interest or sending them away, which could create a negative experience.

This approach is much more effective in fostering a positive customer relationship compared to convincing the customer that they don’t need the product or informing them about its drawbacks, which can come off as dismissive or unhelpful. Referring them to a competitor could also harm the relationship and reduce the likelihood of a sale or return visit, as it essentially indicates that you're not willing to assist them further.