So the way how I respond to difficult questions that I don't know the answer to, I don't shun the customer away. What I do is first I'll do some research, let them know I'm doing some research and looking that up, and if I see that I'm not getting nowhere when it comes down to that research, then I'll get in touch with my higher-up, so that way I can let them know what I need and what's going on and they'll walk me to the path on where I need to go, so that way the customer doesn't think that I'm not trying to help when I am.