Question: In your experience, what would you do when you are unable to answer a client’s question?

Alternative Question Phrasing:

What do you do if you didn’t know the answer to a customer’s question?

Follow-up questions:

How important is it to address customer concerns or questions?

Question Details:

Question Type:

Knowledge/Skill Based

Knowledge:

Customer and Personal Service

Skills:

Basic – Critical Thinking,Basic – Science and Logic

Abilities:

Cognitive – Category Flexibility (Mental Flexibility)

Other Factors:

Personality-Organization Fit

Work Activity (Task):

Information Input – Identifying Objects, Actions, and Events,Mental Processes – Judging the Value of Things, Services, or People,Mental Processes – Making Decisions and Solving Problems

Work Context (Person-Job/Team/Org Fit):

Interpersonal Relationships – Deal With External Customers

Work Style (Person-Job Fit):

Analytical Thinking

Question Frequency

Question Difficulty

What to look for in an answer:

The candidate’s critical thinking skills.
The candidate’s problem-solving skills.
The candidate’s customer service and sales management skills.

Red Flags to Watch For:

The candidate’s poor critical thinking skills.
The candidate’s poor problem-solving skills.
The candidate’s poor customer service and sales management skills.

Sample Answer:

If I don’t know the answer to a customer’s question or concern, I will escalate it to my manager or to my direct superior. In some cases, I might need to inform the customer that I will get back to him/her once I have confirmed the answer.

Question Source: https://resources.workable.com/interview-questions/