Oh, sorry. When I don't know the answer to a question, I stay calm and honest. I let the person know that I don't have the information at the moment, but I'm happy to find out the answer for him and give him the update as soon as I can. I will make sure to follow up by researching the answer or asking a teammate who might know the answer for the question. I believe it's important to provide accurate information to our customers rather than guessing. This way it handles sorry, this way of handling it shows that I value the question and the person asking it.