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If a customer walked into one of your brick-and-mortar stores -- assuming, for this exercise, that you have brick-and-mortar stores -- and asked if you had any Sleepytime Pajamas, how would you want your sales associate to respond? Whether you only carried Sweet Dreams Pajamas, you'd just sold out of Sleepytime, or you didn't sell pajamas at all, you'd never want the employee to say, "I'm sorry, we don't have that," and walk away. You'd train your staff to suggest alternatives or guide the conversation toward what you did have, to improve your chances of making a sale...
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