If a customer asks a technical question about a product you are not fully familiar with, what is the proper action?

If a customer asks a technical question about a product you are not fully familiar with, what is the proper action?

• A. Transfer his call to someone who is knowledgeable in that area.
• B. Ask him why he is being so inquisitive.
• C. Pretend that you know what you're talking about and give your own answers.
• D. Tell him to call back another time.

Answer: (A)

When a customer asks about a technical detail you’re not fully familiar with, the best move is to transfer the call to someone who has the expertise. This ensures the customer gets accurate, reliable information and a confident, professional response. It also preserves trust and prevents the risk of giving misinformation that could cause bigger problems later. A quick acknowledgment and an offer to connect them with the right expert keeps the conversation respectful and efficient. Other options undermine trust or waste time: guessing or pretending to know can lead to wrong guidance; questioning the customer’s curiosity isn’t productive; and telling them to call back later just delays resolution and creates frustration.

When a customer asks about a technical detail you’re not fully familiar with, the best move is to transfer the call to someone who has the expertise. This ensures the customer gets accurate, reliable information and a confident, professional response. It also preserves trust and prevents the risk of giving misinformation that could cause bigger problems later. A quick acknowledgment and an offer to connect them with the right expert keeps the conversation respectful and efficient.

Other options undermine trust or waste time: guessing or pretending to know can lead to wrong guidance; questioning the customer’s curiosity isn’t productive; and telling them to call back later just delays resolution and creates frustration.