Your customers are disappointed with out-of-stock items. How can you keep them satisfied with exchanges?

You can offer alternatives, however you need to get a handle on your out of stock status. You really need to start with the basics going through and cycle counting your inventory to make sure that your numbers match up, Ensure that an order is placed for the missing product and also ensure that the merchandise is moved from the stockroom to the floor. You can offer alternatives to customers, but if they're truly looking for the item that they're coming shopping for, they might come back a second time looking for it, but eventually they're not going to come back again if they're really looking for this product. You need to execute the basics of retail 100% and then in the interim offer an alternative.

Understanding the reason why they are your customer. You had to do the research to understand the potential. Supply and demand should have been part of a projection for a proposal. Understanding how to supply a customer is a crucial part of doing business. If you have 10 customers and you have 1 SKU and 100 qty, you tell all of them what you have available. They understand it takes time to manufacture and logistically make it to their warehouse. You send whatever you have and if they missed the ride, you better tell them to put in an advance notice to how much they need for next time. So you can do your job right when it comes to forecasting.

I agree offering alternatives, maybe provide suggestions based on comparing the value and price would be a good option. Asking your customer if they have a preferred alternative, it might be even more impressive, within reason of course. I would follow it by asking about calling, when we were back in stock. Customers want and should feel valued and appreciated, and reaching out would be memorable.

Always offer alternatives and if that does not work maybe you can find the product on your website and order it that way....if that is not possible check to see if other locations of your store have it...Once all avenues have been exhausted you can offer to call the customer when the item comes back in stock....

Apologies first for the inconvenience that it cause them because of the out of stock item. I will offer the same item in a different brand or same item in a different weight with same brand. I will also inform the customer if the price is much cheaper if they will buy the suggested substition or you can do a price match or rain check. I will also explain to the customer the reason why it is shorted and how long it has been shorted. You should know your product well so that you will have an accurate answer to the customer.

Start developing a relationship which allows you to identify the customer's exact needs. Work together to discuss the most and least important aspects of the item(s) they want to purchase. Leverage this knowledge to find similar products and begin making recommendations. Keep the line of communication open and be transparent about the pros and cons of various alternatives to better establish trust with the customer. Sometimes the customer wants one item, but with your assistance discovers a better alternative, one better suited to their needs. Finally, close the sale with sincere gratitude. I've found that these methods develop loyalty, which in turn guarantees repeat business. Customers always remember how we make them feel. And have fun!

Find out more about why the client wants the out of stock item. Their motivation for seeking out a product or service is key to understanding their choice. Does another product offer the same or similar appeal? The first reason that they want the out of stock item is usually impulsive. What is the next most important desire in their decision to seek out the product. The second most important feature is most likely the most beneficial to the consumer. They will trust you more if you listen to them. Shut the mouth and open the ears if you want to make the customer feel great about having a choice that they didn’t even consider before learning that the unavailable product is not necessarily what they were looking for from the beginning!