Progressive Mock Interview
Practice 40 Progressive interview questions covering insurance expertise, customer scenarios, and company culture fit.
Question 29 of 40
How would you respond if a customer asked you a question you didn't know the answer to?
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Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
Progressive offers a wide range of insurance products, so you will likely run into a situation where you're unsure of an answer to a customer's question. Demonstrate to the interviewer that you can acknowledge when you don't know something instead of making it up on the fly and commit to finding that answer and following up with the customer timely. Give an example of how you self-help and track down information or how you've found the appropriate person to ask. Telling a customer, "I don't know," or "that's not my department," is never appropriate, and the interviewer wants to learn more about your problem-solving approach.
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"As a newer employee, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a customer's question. I would be honest with the customer and let them know I would research the answer and get back to them shortly. I would never make up an answer and would try to self-help with my available resources, and if I could not locate the answer timely, I would reach out to a colleague or manager to assist."
Jaymie Payne is passionate about talent acquistion and has nine years of experience in corporate and healthcare recruitment.
"The customer experience is always my top priority, so if they asked a question to which I didn't know the answer, I would reassure them that I would find the answer for them and help them resolve the issue. If I knew it would take me some time to track down the answer, I would ask them if they had time to hold while I looked, and if they didn't, I would take their information down and get back to them timely. Follow-up is also important to me, and if I committed to finding an answer and getting back to them, I would ensure that I did."
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Anonymous Answer
As a newer employee, I would have a lot to learn, so I'm sure I will run into a situation where I cannot immediately answer a customer's question. I would be honest with the customer and let them know I would research the answer and get back to them shortly. I would never make up an answer and try to self-help with my available resources, and if I could not locate the answer timely, I would reach out to a colleague or manager to assist.
Marcie's Feedback
Perfect! This is an extremely strong response that emphasizes how honest you are and sincere in your desire to help the customer. It also shows that you're aware of your limitations, open to asking for help, and conscious of how important it is to help the customer in a timely manner. Excellent!
Anonymous Answer
I would tell them that I do not know the answer and ask if they would mind holding while I reach out to my team for the answer. If my team was unavailable or didn’t know the answer, I would then advise the customer that I am escalating the issue and will contact them as soon as I find the answer.
Jaymie's Feedback
Perfect!
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