If you weren't able to answer a client or colleague's question, how would you handle that situation?

"In a situation where I didn't know an answer, I would reassure the individual that we have the right staff in place to help them quickly and efficiently. I would communicate what the next step is, whether that is putting them directly in contact with the right person or letting them know when they can expect to hear from me with follow-up information."

"In my current role in customer service with (XYZ) company, I frequently get asked questions that our sales, finance, and service staff have to give the final stamp of approval on. In these situations, I have a great amount of knowledge to prepare the customer for speaking with the right person, while also ensuring them that the sales, finance, or service staff will provide the final answer. Then, I work quickly to get them to the right person."