Customers expect us to know if other shops in the area sell certain items

[Auburngal]

When at work, when a customer asks where is x or do we sell x. If we know that we don’t sell x either from experience or looking at the shelves where you expect to find the product.

If we don’t sell the item in question, customer asks “do you know if (name of shop in the area) sells it?” When we say we don’t know, a few customers have flipped. We don’t know the inventory of each shop. Unless we buy the product or seen it in that shop, we haven’t got a clue.

So why do customers presume that we know what other shops in the area sell?

The one I had yesterday was something pet related. I don’t have pets so I don’t go down the pet aisle of section

I've asked this before and most people have suggested places I could get it so its been useful.

I dont expect people to know and I certainly wouldnt "flip out" but every time I've asked, they have known.

I sometimes as this, and like PP I have had some good advice/info. It's out of order if people get annoyed if you don't know but perfectly fine to ask if you do.

I would never flip out but staff should be trained on what they are selling and sometimes I ask at one shop and they look it up to see if another branch of the shop sells it, I am always
polite but it is rude for an interaction like ''Excuse me do you sell X" and the answer is "i don't know"

For example there’s an Iceland in the retail area where I work, and I know of a few non frozen things they sell like sauces as buy them. I point out where they are in the shop

I don't think it's unreasonable if you work for a chain and they want to know if y store has x item. There should be a way for you to check. If however you work for Home Bargains and they want to know if B&M stock an item then how the hell would you know? The idiot that flipped out is just that an idiot.

That's not a new thing know what customers have always expected to you to know what the local area sells .

I had 10 weeks off work - recovery from surgery then annual leave. During that time the store had some large range reviews- discontinuing of some lines and new lines. I had to take the customer to that section myself. I said I’m sorry had 2.5 months off work. Customer was not impressed! Not my fucking fault I had my gallbladder removed

maybe you need a career change then

No! Customers need to get an understanding that we are human, stop being rude.

I think perhaps people are assuming that you are local and therefore might have had to buy whatever it is yourself, for example if your shop doesn't sell paperclips they might think that you might buy your paperclips elsewhere and ask you where in the area paperclips are.
They certainly shouldn't be flipping out at you though.

I personally hate asking staff even if I have looked online and I know that the stock checker thinks there should be 57 in aisle 10 I will search aisle 10 for ages before resorting to finding a staff member

You shouldn't be in retail!

Customers are strange human beings, sometimes when I try to tell them another shop it might be they just walk off and don't listen😂 people are gone very rude I feel in the past few years, entitled maybe? There should be a obligation to do a month of retail. People wouldn't be long remembering their manners then 🤪

No! Customers need to get an understanding that we are human, stop being rude

I agree that NOONE should be rude about it, but the actual fact of politely asking if you know anywhere else it can be found is not rude or out of order. I worked in retail as a student and this question didnt offend me when asked nicely, why would it? just say sorry I dont know if you dont.

Its not rude to ask store staff for help. Quite often people ask this because its a stock item that is an obvious fit with what you sell, so is a commonly asked about item and the store staff are often knowledgeable about other local stores.

Ive asked this sort of question loads of time and got useful information in response almost every time.

When you returned from your surgery your employer/manager should have brought you up to date on stock changes.

I dont know - rude
I dont know but I will take you to the section and I will try and help you / find out for you - not rude

There's an increase in stress everywhere, I agree customers should be more polite but I think it's a bit of a crazy world just now.

Don't take it to heart.

Retail customer service should be like that.
I worked in a shop in the 80s and 90s and would volunteer the information myself if we didn't have it. And if I didn't know, and the customer asked, I'd say no, sorry, no idea.
Being nice costs nothing.

Edited to add that I'd absolutely expect someone working in a shop to know what items they stocked and where they are. And if I asked, and they didn't know, I'd expect them to find me someone who did. Surely that's basic information if you work in retail?

I work for a company selling a range of one product.
I sit in front of a computer screen that works by finding the product code to check stock. The product code is on every catalogue, every outer/inner box and every invoice the customer will have received.
The number of customers that call to order something and start describing it to me (oh, it's the red one, y'know in crushed suede with the satin bow....) is mind boggling, I think they envision our office as a showroom with every product labelled neatly on a shelf for us to look at.....they are most put out when I tell them I have no idea what they are on about and they need to get me the product code to place an order🤷‍♀️
Customers are just a pain in the arse, I always say my job would be great if I didn't have to deal with them!!

I definitely think they might do 😊

Does all your customer service information say they have to have the code before they call? If not, it's probably not unreasonable to expect that you'd be searching for it the same way they would - by feature?

I think it's really rude for a customer to ask if essentially a competitor sells something. Especially if the person you are asking is the owner. 'Hi. Can I take up some of your time to give my money not to you but to a competitor?'

I’m in health care.
Apparently I’m expected to 1) know in detail every disease condition known to man and 2) be fascinated by every one’s health problems, be knowledgable and have a solution/cure.
Call me picky but really, your piles at this BBQ are not my top fun topic of conversation and while I’m sorry about your family visit to A&E and 22 hour wait to have a bee sting looked at, I couldn’t give a toss.
I just want my pasta salad and cold coke in peace thanks.

It's interesting on this thread that most people think it's a perfectly fine question to ask and that the employee should be super polite back.

I guess it's fair enough - UNTIL you run your own business and see it from the other side.

For me - all info about what I offer detailed on my website
Random person - do you do x? (Thing not offered as detailed as listed on my website)

So. From this point on, due to their laziness and entitlement, I am now expected to give up my work time at no value to myself. I've made a business decision to stop responding, because with this type of person they just keep on.

And the conversation, and my wasted time being their PA, continues

'No, I'm afraid I don't offer x, sorry.'
'Do you know who does?'
' fucking google it maybe you could try Bob.'
'Do you have Bobs number.'

And on and on. My time wasted with no return.

Once a day, fine. Hundred times a day, not fine.

Would you call Very or ASOS for example and ask them for a red dress with a black heart print? Or would you reasonably expect them to have thousands of options and need a code to check?
It's the same kind of set up...we can't search by feature and yes, customers know this, they just can't get their head around it (or, I suspect, think we can make a special exemption just for them). Hence why life would be easier without them 😆

I really hope you didn’t say that to a customer. You do know that if you work in retail you’re supposed to actually give some customer service?! So, so rude.