How to Answer: What would you do if a customer asked you about a product or service and you were unsure of the answer?
14. What would you do if a customer asked you about a product or service and you were unsure of the answer?
The Goal
The interviewer wants evidence that you are an independent thinker who can find answers for yourself. They also want to know that you wouldn't just make up an answer to appease your customer. The goal of your response is to show the interviewer that you are ready to put in the effort to find solutions for your customers.
Written by Rachelle Enns on March 16th, 2022
What to Avoid
Avoid statements that show a lack of proactiveness, such as, 'I would tell the customer that I didn't know the answer.' Instead, show the interviewer that you bring an 'I will find out' mentality.
Written by Rachelle Enns on March 16th, 2022
Pro Tip
It's challenging to admit that we don't know something; however, nobody has all the answers. The interviewer wants to see how you would proceed if you didn't have a solution for a customer. Because the interviewer asks, 'What would you do if...,' you can respond hypothetically. The Situation, Solution, Benefit formula is helpful in this instance.
Step 1) Situation: Express your understanding of the hypothetical situation.
Step 2) Solution: Outline the solution you would introduce in this hypothetical situation.
Step 3) Benefit: Highlight how your approach will benefit the hiring company.
Written by Rachelle Enns on March 16th, 2022
How to Answer
Since this scenario-based question is hypothetical, consider what you would do if a customer asked you about a product or service and you were unsure of the answer. Using the (Situation, Solution, Benefit) formula, describe how you would handle the situation. Outline how you would come to a response that appeased the customer. Be sure to highlight your excellent communication skills and ability to deliver creative solutions under pressure.
Suppose you have encountered this situation in the past. In that case, you can use the STAR method (Situation, Task, Action, Result) to provide a story-based example to support your initial Situation, Solution, Benefit response.
Written by Rachelle Enns on March 16th, 2022
Answer Example
"(Situation) I understand that it's crucial to give customers accurate responses and solutions to their questions. (Solution) If I had a customer ask me about something that I didn't know enough about, I would take the time to find the answer for them before giving a potentially false answer. I would find the answer quickly by asking the appropriate person or finding a solution within the company's internal resources. (Benefit) I am okay with admitting when I don't know something, and I love to learn new things."
Written by Rachelle Enns on March 16th, 2022
Retail Example
"(Situation) Telling a customer something untrue, simply to look like an expert, is wrong. Also, it could potentially create a long-term issue. (Solution) I'm not afraid to put myself in a position where I don't know everything or am not the expert. I would get out of my comfort zone to grow, learn, and help the customer in this situation. I would not hesitate to involve a more tenured employee, do my research, and work collaboratively to find a comprehensive answer. (Benefit) I am accustomed to thinking on my feet and coming up with a creative answer based on the information I have at hand. I believe my tenacity and honesty align well with the mission of Company ABC."
Written by Rachelle Enns on March 16th, 2022
Sales Example
"(Situation) I believe that there are two important things to remember when speaking with a customer. One - be incredibly prepared for any question. Two - the conversation is not always going to go as anticipated. (Solution) I'm comfortable answering questions to the best of my knowledge and then saying something like, 'You know what, I'm not certain about that, but I will get you an answer by the end of the day.' Then, I would follow up and answer the customer within my promised time frame. (Benefit) As a member of the sales team at Company ABC, I will be happy to think on my feet and be a problem solver while also being comfortable knowing that I am not an expert on everything."
Written by Rachelle Enns on March 16th, 2022
Teacher Example
"(Situation) As a teacher, I encounter very thoughtful questions from my students. Often, I don't have an answer immediately available. (Solution) When a situation like this arises, I am perfectly comfortable admitting when I need to obtain more information. I will first give ideas based on my current knowledge and then pass the question to the right channel or personnel I believe can better assist. (Benefit) My willingness to learn is part of what makes me an excellent teacher. I am continually growing and have a willingness to absorb new information."
Written by Rachelle Enns on March 16th, 2022
Admin Example
"(Situation) It's important that, as an administrator in a customer-facing role, I put the customers' needs before my ego. (Solution) If a customer asked me a question and I did not have the right answer, I would admit my lack of knowledge on the topic then go out and find the answer for them. My process could include researching online or asking a more tenured administrator for help. (Benefit) My mantra is to say 'I will find out,' rather than 'I don't know.' I believe this mindset fits well with the learning-focused work environment Company ABC has carefully crafted."
Written by Rachelle Enns on March 16th, 2022
Manager Example
"(Situation) As a manager, it's essential that the customer feels that I have provided them with the most accurate and up-to-date information. (Solution) If my customer requires a solution that I do not have, I will immediately search for one by looking through our company resources. Then, I will add the solution to our communication binder. This way, my team has the answer should the query come up again. (Benefit) This level of organization has been incredibly beneficial to my team at Company XYZ since it improves the speed at which we respond to customer inquiries, boosting overall productivity and customer satisfaction. I look forward to bringing the same benefits to Company ABC."
Written by Rachelle Enns on March 16th, 2022
Marketing Example
"(Situation) Marketing trends are always changing, and I often have clients ask insightful questions about new strategies and marketing methods. Sometimes, I don't have a well-researched answer prepared. (Solution) When I don't have a comprehensive answer, I view it as an opportunity to research and learn something new. I go to a few trusted online resources, speak with my most creative colleagues, and then bring a well-supported answer back to my client. (Benefit) The benefit of my thorough approach is that the client knows they have been provided with a solution supported by research versus subjective opinions. I understand that Company ABC takes a similar approach when providing its customers with marketing recommendations. Is that accurate to say?"
Written by Rachelle Enns on March 16th, 2022
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