An employee of a small company has duties that include answering phones and selling. A customer calls with a question that the employee cannot answer. What should the employee do?

• A. Tell the customer you don't know the answer and politely end the call.
• B. Put the customer on hold and search for the answer quickly while the customer holds.
• C. Give the customer as much of an answer as possible based on the knowledge he has.
• D. Offer the customer a choice of holding while he finds the answer or receiving a call-back.

Answer: (D)

When you don’t have the answer, the best move is to keep the customer informed and give them a way to get the correct information without wasted time. The employee should acknowledge the question, explain that they’ll find the answer, and offer options to proceed. Offering to hold while searching or to arrange a callback gives the customer control and sets clear expectations: you’ll obtain the right information and follow up promptly. This approach protects accuracy, shows professionalism, and keeps the sale moving. Endings that cut the conversation short or guesses that may be wrong can frustrate customers or erode trust, while a proactive plan to get back to them is the most customer-friendly choice.