If a customer asks you a question you don't know, how would you respond?

If a customer asks you a question you don't know, how would you respond?

• A. Guess the answer to avoid embarrassment.
• B. Ask a coworker if they know the answer or direct the customer to someone who can help.
• C. Refuse to help and walk away.
• D. Apologize and say you cannot assist.

Answer: (B)

When you don’t know an answer, the goal is to keep the customer moving toward a correct solution while preserving trust. Being honest about not having the information right away and then connecting the customer with the right resource shows reliability, teamwork, and a commitment to accuracy. By asking a coworker who has the details or directing the customer to someone who can help, you demonstrate that you’re using available tools to get them the right answer rather than risking misinformation. This approach also reduces frustration and models good problem-solving. If you don’t have the answer, you can acknowledge that and say you’ll find it for them, then follow through to get the information. The other options miss the mark: guessing can mislead, and refusing to help or saying you cannot assist leaves the customer without support.

When you don’t know an answer, the goal is to keep the customer moving toward a correct solution while preserving trust. Being honest about not having the information right away and then connecting the customer with the right resource shows reliability, teamwork, and a commitment to accuracy. By asking a coworker who has the details or directing the customer to someone who can help, you demonstrate that you’re using available tools to get them the right answer rather than risking misinformation. This approach also reduces frustration and models good problem-solving.

If you don’t have the answer, you can acknowledge that and say you’ll find it for them, then follow through to get the information. The other options miss the mark: guessing can mislead, and refusing to help or saying you cannot assist leaves the customer without support.