If you are unsure about a customer's request, what is the proper step?

• A. guess
• B. ignore
• C. proceed anyway
• D. ask clarifying questions

Answer: (D)

When you’re unsure about what a customer wants, the best move is to ask clarifying questions. This approach ensures you understand the exact request, gather the necessary details, and confirm anything that could change how you respond or act. By asking targeted questions, you can avoid guessing, which protects the customer from receiving incorrect information or default actions that don’t fit their needs. It also shows you’re listening and committed to getting it right.

Guessing can lead you down the wrong path, which can cause errors or miscommunication. Ignoring the request or proceeding without clarity is disrespectful and risks violating procedures or delivering the wrong service. The clarifying questions step keeps the conversation focused and helps you provide accurate, relevant help.