A Multichannel Merchant staffer found a pair of men’s shorts she wanted to buy as a gift in the Vermont Country Store catalog. But when she called to order them, the rep told her that the company no longer had the requested size and color. Plus, the cataloger was discontinuing the item, the rep said, so it would not be ordering any more. After hearing the product was to be discontinued, the staffer of course then really wanted them. So she called one of the company’s stores to check if they had it. Nope. She tried the second store, and not only did they have the shorts in the right size and color, the store clerk told the staffer they were on sale to boot. The clerk processed the mail order over the phone, and the shorts arrived two days later.
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