How would you handle a situation where a guest asks a question you are unsure of the answer to?

Sample answer to the question

If a guest asks me a question that I am unsure of the answer to, I would first acknowledge their question and let them know that I am not certain about the answer. I would then assure them that I will find out the accurate information for them. I would apologize for not knowing the answer immediately, but emphasize that it's important to provide accurate information. I would then proceed to seek help from my fellow tour guides or consult the appropriate resources, such as guidebooks or my supervisor. Once I have obtained the correct answer, I would promptly return to the guest and provide them with the accurate information. Throughout the process, I would maintain a friendly and professional demeanor, ensuring that the guest feels heard and valued.

A more solid answer

If a guest asks a question that I am unsure of the answer to, my first step would be to acknowledge their question and let them know that I don't have the immediate answer but I will find out for them. I would assure them that providing accurate information is important to me. To do so, I would first consult my fellow tour guides and ask for their input. They may have encountered a similar question before and could provide valuable insights. If that doesn't yield a satisfactory answer, I would take the initiative to research the question using available resources such as guidebooks or online references. If the situation allows, I would politely excuse myself from the guest and find a quiet spot to quickly gather the information. Once I have obtained the correct answer, I would return to the guest and confidently provide them with the accurate information. Throughout the process, I would maintain a friendly and approachable demeanor, ensuring that the guest feels heard and valued.

Why this is a more solid answer:

The solid answer expands on the basic answer by providing more specific details on how the candidate would handle the situation. They mention seeking help from fellow tour guides and conducting research using available resources. However, the answer could still be improved by providing more examples and addressing all of the evaluation areas.

An exceptional answer

If a guest asks me a question that I am unsure of the answer to, I would handle the situation in a calm and professional manner. Firstly, I would acknowledge the guest's question and let them know that I appreciate their curiosity. I would emphasize that providing accurate information is crucial to me and assure them that I will find the answer. To start, I would consult my fellow tour guides and tap into their expertise. Collaboration and teamwork are important in our role, and seeking input from others will not only help me find an answer but also foster a sense of unity within the team. If their insights don't provide a satisfactory answer, I would proactively conduct research using reliable resources such as guidebooks, official websites, or reach out to the appropriate authorities. While doing so, I would also ensure that the rest of the group remains engaged and entertained by briefly diverting their attention to a related point of interest or sharing an interesting anecdote. Once I have obtained the accurate information, I would return to the guest and confidently provide them with the answer, thanking them for their patience. Throughout the process, I would maintain a friendly and approachable demeanor, ensuring that the guest feels valued and their curiosity is encouraged.

Why this is an exceptional answer:

The exceptional answer demonstrates a high level of professionalism, collaboration, and problem-solving skills. The candidate acknowledges the guest's question and reassures them of their commitment to providing accurate information. They mention consulting fellow tour guides, conducting research using reliable resources, and ensuring the engagement of the rest of the group. The answer also highlights the importance of maintaining a friendly and approachable demeanor. Overall, the answer addresses all of the evaluation areas and showcases the candidate's abilities effectively.

How to prepare for this question

Familiarize yourself with the tour route, exhibits, and key points of interest to minimize the chances of encountering questions that you're unsure of.
Conduct research on frequently asked questions or common topics related to the tour to build a strong knowledge base.
Practice active listening and effective communication skills to ensure you understand the guest's question clearly.
Develop a network of fellow tour guides or colleagues in the industry who can provide support and insights when needed.
Stay updated on relevant information about the location, exhibits, or cultural significance by attending trainings, reading books or articles, and participating in professional development opportunities.

What interviewers are evaluating

Customer Service
Attention to Detail
Teamwork/Interpersonal Skills
Ability to Handle Stressful Situations