No one has all the answers—and that’s okay. In this final lesson of the topic, we’ll look at what to say when you’re unsure, and how to turn honesty into trust, not doubt.

It’s Okay Not to Know Everything

You’re not expected to have every answer. In fact, one of the most professional things you can do is admit when you’re not sure. What matters most is how you handle it—because the way you respond builds trust. Trying to bluff, guess, or fake confidence often backfires. Customers can sense it—and it’s okay. What they really want is someone who listens, cares, and helps them move forward.

How to Say “I Don’t Know” the Right Way

Here are a few phrases that keep the conversation open, honest, and helpful:

• “That’s a great question—I want to make sure I give you the right info. Let me double-check.”
• “I’m not 100% sure about that, but I can find out for you or check with someone who knows.”
• “That might be something to ask your vet, especially if it’s been going on for a while.”

These answers don’t shut things down—they create connection. They show you care enough not to guess.

Use Your Resources

If you’re unsure:

• Check the label, brand website, or ingredient list
• Ask a more experienced team member or manager
• Take a note and follow up with the customer later

You Don’t Have to Be an Expert

Customers come back not because you had all the answers, but because you were kind, honest, and genuinely helpful. That’s what people remember—and what builds trust over time.