Tell me about a time when you had to answer a question about a product or service you were unfamiliar with. What steps did you take to provide accurate information?
RoleCustomer Service Representative
DifficultyEasy
TopicTechnical
Asked at
Why This Is Asked
This tests your resourcefulness, commitment to accuracy, and initiative to close knowledge gaps, which is essential when handling diverse inquiries about SM's wide range of products and services.
General Approach
Honestly acknowledge the knowledge gap, then take proactive steps using reliable internal or external sources. Verify the information before sharing it and, if possible, create a quick reference to help colleagues in the future.
General Answer
Start by being honest, but pair that honesty with immediate action. Say plainly that you did not know the answer, then describe the exact sequence you followed to find it. For example, you might have checked the company's internal knowledge base or product manual first, then escalated to a senior colleague or the relevant department if the information was not there. Emphasize that you never guessed or passed along hearsay, because in a customer-facing role, one wrong detail can damage trust in the whole brand. If the inquiry came in during a BPO shift and the customer was waiting, explain that you kept them engaged by summarizing what you were doing, such as saying you were reviewing the official product sheet, so they felt informed rather than ignored. After resolving the issue, mention that you noted the gap, perhaps by sharing a short summary with your team lead or adding a note to a shared file, so the next agent would not face the same problem. That turns a personal stumble into a team improvement, which is exactly the resourcefulness SM wants.
PH Interview Gotcha
Saying 'Ay hindi ko po alam eh, pero tingnan natin' without a concrete plan can make you appear unresourceful. Instead, respond with 'I'm not yet familiar with that, but let me find the most accurate information for you right away from our official resources.'
Sample STAR Answer▾
S
Situation
During my part-time work as a library assistant, a visitor asked about the registration process for a government scholarship program that the library was promoting, but I had only basic knowledge of it.
T
Task
I had to give the visitor correct and complete details without guessing or providing misleading information.
A
Action
I told the visitor honestly that I wasn't fully familiar but would find out. I used the library's official database and contacted the partner agency's hotline to verify the eligibility criteria and deadlines. I then printed the relevant brochure, highlighted the key points, and walked the visitor through the application steps.
R
Result
The visitor successfully applied and later left a positive feedback card about the helpful service. I also developed a one-page FAQ sheet for the library team to assist future inquiries.
Key Takeaway
Admitting what you don't know and relying on verified sources builds more trust than pretending to have the answer.
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