Final answer:
If an employee does not know the answer to a customer's question, they should professionally acknowledge the query, inform the customer that they need to seek further information, and either place the customer on hold or take their details to call back with the necessary information.
Step-by-step explanation:
When an employee, such as one who is tasked with answering phones and selling, encounters a question they cannot answer, there is a professional approach they should take to maintain exceptional customer service. Firstly, it is important to acknowledge the customer's question and confirm that they are seeking assistance. Then, they should let the customer know that they do not have the answer right away but will take the necessary steps to find it. This involves either putting the customer on a brief hold or taking down their contact details to get back to them after consulting a supervisor or locating the correct information. By doing this, the employee demonstrates resourcefulness and a commitment to resolving the query, contributing to a positive customer experience and potentially leading to increased job satisfaction and opportunities within the company.