Even the most extensive online stores cannot ensure that every product will always be available to customers.

Some online stores will make suggestions of an alternative; others will simply tell the customer it is out of stock. Other online stores will put the product on back order, take the customers’ money, and then tell them that the product will be supplied in due course.

The latter option is the one used by your online store. In the past, when the product range offered was less extensive and individual out-of-stock items could be acquired from the supplier with a little persuasion, the system worked. At present, with over 10,000 product lines, this legacy approach is causing customer service and satisfaction issues.

Your task: The sales team has persistently reinforced their belief that the system is still workable. As a significant amount of the sales team’s income derives from commission sales, this is understandable. To this end, the sales director has just sent out an email backing this approach despite a meeting with the CEO to stop the practice and revert to alternative product suggestions.

You need to write an email refuting the sales director’s approach and state the policy for all employees.