What is a recommended way to respond when you are unsure of a customer's question?

What is a recommended way to respond when you are unsure of a customer's question?

• A. Answer with confidence even if you are unsure.
• B. Ask a coworker or direct the customer to someone who can help.
• C. Refuse to assist.
• D. Make up an answer.

Answer: (B)

When you’re unsure about a customer’s question, the priority is accuracy and helpful service. The best approach is to acknowledge you want to give a correct answer and connect the customer with someone who can help—whether that’s a coworker who handles that area or someone with specialized knowledge. This shows you value the customer’s time, respect the truth, and are willing to get them the right information. Trying to guess or fabricating an answer can mislead the customer and erode trust, while simply refusing to assist leaves them without support. Directing the customer to the right person keeps the interaction smooth and ensures they get reliable help.

When you’re unsure about a customer’s question, the priority is accuracy and helpful service. The best approach is to acknowledge you want to give a correct answer and connect the customer with someone who can help—whether that’s a coworker who handles that area or someone with specialized knowledge. This shows you value the customer’s time, respect the truth, and are willing to get them the right information. Trying to guess or fabricating an answer can mislead the customer and erode trust, while simply refusing to assist leaves them without support. Directing the customer to the right person keeps the interaction smooth and ensures they get reliable help.