When a customer shows interest in a product, but it is presently unavailable or will only be available after sometime, in such a situation, the sales associate might respond to the customer in two ways.
• With positive language: The sales associate may say that the product will be available next month and I will place an order for you, if needed.
• Without positive language: The sales associate may tell the customer that the product required is unavailable.
• Positive language replaces negative phrases (“I can’t…”).
