Question

An employee at 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?

1) Ask the customer to hold and find a colleague who can help
2) Tell the customer that they don't know the answer
3) Hang up on the customer
4) Transfer the call to the manager

Answer 1

When an employee at a small company cannot answer a customer's question, they should ask the customer to hold and find a colleague who can help. Transferring the call to the manager should be a last resort.

Step-by-step explanation:

When an employee at a small company encounters a customer question they are unable to answer, the best course of action is to ask the customer to hold and find a colleague who can help. This demonstrates professionalism and a willingness to provide excellent customer service. Hanging up on the customer or telling them that they don't know the answer would be unprofessional and can damage the company's reputation.

Transferring the call to the manager should be a last resort if no colleagues are available to assist. The employee should try their best to solve the customer's problem before escalating it to the manager.