If you encounter a question on social media channels to which you don’t have an answer, what is the best way to respond?

1. dismissively – if you don’t know the answer to a question, it’s likely not an important concern
2. honestly – explain you don’t have an answer, but that you’ll get back to them with it
3. vaguely – it’s best to avoid admitting to customers that you don’t know the answer
4. confidently – it’s best to take your best guess at an answer, and convey it with confidence

Correct Answer:

• honestly – explain you don’t have an answer, but that you’ll get back to them with it