If your store cannot fulfill a customer’s request, first find out exactly what they need. Check what the store can do, state the reason for the limitation clearly, and offer only a next step that is genuinely available. Don’t promise an unconfirmed product or delivery time.
A refusal applies to a specific request. It should not stop the salesperson from looking for another suitable option, if one is available.
Find out what matters to the customer
Listen to the request and ask a clarifying question. For clothing, that could be the size, color, or the specific model. For delivery, it could be the date, address, or whether pickup is possible. Don’t suggest a substitute until you understand which requirement the customer is unwilling to change.
Explain the verified limitation
Check whether the product is in stock or which fulfillment method is available. If the request cannot be fulfilled, state the specific reason without lengthy excuses: the required option is unavailable, or delivery by the requested date is not possible. Don’t present an assumption as a verified fact.
Don’t promise the delivery time the customer wants if the store cannot confirm it can meet that time. It’s better to offer to check and report back than to assure the customer of a delivery time that isn’t available.
Offer an available next step
After explaining, say what you can do: check another store location, show another color, or confirm an available delivery date. Offer each of these options only after actually checking.
Example involving a size. A customer is looking for a blue model in a specific size. The salesperson asks whether the color or the model matters more, checks the stock, and replies: “We don’t have this size in blue right now. We do have the same size in another color. Would you like to see it?” Say the last sentence only if the other color is actually available.
Example involving delivery. A customer needs the product by Friday, but the store can confirm delivery only for a later date. The response: “We won’t be able to deliver by Friday. I can offer a confirmed date or check whether pickup is available.” Don’t offer pickup until you have checked that it is available.
Checking stock in Торгсофт
In Торгсофт, you can configure which warehouses a user is allowed to view. The store owner sets these permissions for the salesperson who checks stock before responding to a customer. The settings are described in the Торгсофт instructions.
Viewing available stock helps check whether a product is available at another location. By itself, it does not confirm a reservation or a delivery time; those options need to be checked separately.
Returns and warranty claims need separate consideration
Don’t use this conversation approach as a ready-made basis for refusing a return, exchange, or warranty claim. If you don’t have a verified answer to a specific request, refer it for separate consideration.
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