What would you do if a client asked you about a product or service and you were unsure of the answer?
The interviewer wants to know how resourceful you are, and whether you can maintain your image as a trusted resource, serving as a representative of their brand. Explain how you would go about assuring them you can provide them the answer, while maintaining their trust and brand loyalty. Exhibit strong communication skills and effective customer service skills as well.
"If I had a client ask me about something that I didn't know enough about, I would find the answer for them before giving a false answer. I am okay with admitting when I don't know something, and I love to learn new things. Of course, I would find the answer quickly by asking the appropriate person or finding it within the company's internal resources."
"I am accustomed to having to think on my feet and come up with a creative answer based on the information I have at hand. With that said, I'm not going to tell a client something that is untrue or could potentially create a long-term issue. I'm not afraid of putting myself in a position where I don't know everything or am not an expert. I am happy to get out of my comfort zone to grow, learn, and help a customer. I will not hesitate to involve the appropriate parties, do my research, and work collaboratively to solve the situation."
Community answers are written by other candidates practicing this set. Reading how others frame the same question is one of the fastest ways to sharpen your own.
Anonymous Answer
I would connect them with someone who I know knows the answer and who may work in the specific department they are asking about. If I could not connect them with someone else I would tell them that I would check and get back to them as soon as possible and apologize that I do not have the answer at this exact moment. And then I would make sure to follow up with them when I do find the answer hopefully quickly.
Amanda's Feedback
Well done! Doing everything you can to answer a client's question or meet their need is important to ensuring customer satisfaction and retention. Your answer does a great job of illustrating that you will reach out or research to find the correct answer and then follow up. You can make it even stronger by talking about how you ask probing questions, take notes, or actively listen to ensure you understand exactly what the client is asking. You can also explain that you would advise the client regarding when and how you'll follow up such as through email or phone call within 24 hours.
Unlock all 35 KPMG questions
Prepare for partner-level scrutiny with insights from Big Four hiring professionals.
Get Started