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What would you do if a client asked you about a product or service and you were unsure of the answer?

1 of 15 Scenario Based Interview Questions and Answers Written by Rachelle Enns

Updated on June 29th, 2018 | Rachelle is a job search expert, career coach, and headhunter
who helps everyone from students to fortune executives find success in their career.
How to Answer

The interviewer wants to know if you are an independent thinker with the ability to find answers for yourself, when necessary. Explain that you would take the time to try and figure out the solution, but you are not afraid to ask questions if you need to.

Professional Answer Examples
General
Answer example

"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 potentially 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."

Admin
Answer example

"My rule of thumb is never to say 'I don't know.' I always say 'I will find out.' This process of finding an answer could include researching online, or asking a more tenured administrative assistant for help."

Manager
Answer example

"As the manager, I had better find the answer - and quickly! Once I find the answer in the company resources, I will immediately add it to our communication binder or training binder so that my team will have the answer as well, should the question come up again."

Marketing
Answer example

"Marketing trends are always changing, and I often have clients ask insightful questions about new strategies and marketing methods. I love it when I don't have a comprehensive answer because it gives me the opportunity to research, and find an answer for them."

Retail
Answer example

"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. 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 the expert. I am happy to get out of my comfort zone to grow, learn, and help a customer. I will not hesitate to involve a more tenured employee, do my research, and work collaboratively to find a comprehensive answer."

Sales
Answer example

"In sales, there are two important things to remember on a call with a client. One, make sure you're incredibly prepared for any question. Two, it's probably not going to go the way you wanted it to or anticipated that it would. I'm comfortable answering to the best of my knowledge and also saying, "you know what, I'm not certain about that, but I will get you an answer by the end of the day." Then, follow up and get the answer to them in that time frame. I am happy to think on my feet and be a problem solver, but I also know that I am not the expert on everything."

Teacher
Answer example

"I am perfectly comfortable handling a situation or a question that is out of my realm. I will first give feedback based on my experience, and then pass the question to the right channel or personnel who I believe can better assist."

Written by:

Rachelle Enns
Rachelle Enns is a job search expert, executive headhunter, career catalyst, and interview coach. Utilized by top talent from Fortune companies like Microsoft, General Electric, and Nestle, she helps professionals position themselves in today's competitive digital marketplace. Rachelle founded Renovate My Resume and Executive Resume Solutions, two companies focused on helping job seekers get their edge back. She helps everyone from new graduates looking for their first placement, to CEO's who want more out of their career. Rachelle coaches students to executives on how to master the toughest interview questions and how to handle the most bizarre interview situations; all with confidence and poise. Rachelle trains other career coaches, recruiters, and resume writers, globally. A big part of her job is also spent coaching HR professionals on how to bring the human touch back into their interview and hiring process.
First written on: 10/17/2016
Last modified on: 06/29/2018

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