What Do I Do If I Don’t Know the Answer to a Client’s Question?

Alright, let’s paint the scene. You’re with a client, showing them a house, and everything’s going smooth. Then, boom—they hit you with a question that you have no idea how to answer. Your brain blanks, you start sweating, and suddenly you feel like an imposter.

First off, chill. Not knowing the answer isn’t the end of the world. In fact, it’s pretty normal—especially if you’re just starting out as an agent. But the key here is not what you don’t know, it’s how you handle it. So, let’s break down what to do when you get stumped.

Step 1: Don’t Pretend You Know (Seriously, Don’t)

Rule number one: never make up an answer. This isn’t a school quiz where you can bluff your way through. Clients can smell BS a mile away, and once they catch a whiff, trust goes out the window. Saying something like “I think” or “I’m pretty sure” when you have no idea is a recipe for disaster.

If you don’t know the answer, just own it. You know what’s way more impressive than faking it? Being honest. It builds trust because it shows you’re not afraid to admit when you don’t know something—and more importantly, that you’ll find out.

Here’s how you could phrase it:
“That’s a great question! I want to make sure I get you the correct info, so let me double-check and get back to you on that.”

Boom. Crisis averted. Now, instead of panicking, you’ve set yourself up to look like a pro who values accuracy over guessing games.

Step 2: Follow Up Like a Boss

Here’s where most agents drop the ball: the follow-up. Saying “I’ll get back to you” means nothing if you don’t actually follow up. In fact, it makes you look worse than if you hadn’t said anything at all. So when you promise to find an answer, follow through and do it fast.

The sooner you respond, the better. Send an email or a text with the answer, and include something like:
“I double-checked, and here’s the info you were looking for…”

This shows you didn’t just forget about them, and it reinforces that you’re a reliable resource—even when you don’t know something off the top of your head. Plus, this is a golden opportunity to add value. Maybe the answer isn’t just a quick yes or no, but a jumping-off point for a deeper discussion about the market, the neighborhood, or the home-buying process.

Step 3: Use It as a Learning Opportunity

Look, every question you don’t know the answer to is a chance to get better. You’re not just finding the answer for the client—you’re leveling up your own knowledge. And real estate is one of those fields where you never stop learning.

So, the next time you get stumped by a question, don’t just see it as a problem. See it as an opportunity to add another tool to your belt. That way, when the next client asks you the same thing, you’ll be ready with the answer before they finish asking.

Bonus tip: Start keeping track of questions you didn’t know. After a few months, you’ll have your own cheat sheet for common (and not-so-common) questions. This is pure gold when you’re in a pinch and need to quickly reference something.

Step 4: Leverage Your Resources

Here’s a little secret: even seasoned agents don’t know everything. But they do know where to get the answers. If you’re part of a brokerage, use your fellow agents as a resource. Your broker, your colleagues, even the admin staff—they’ve all got knowledge you can tap into.

If you’re flying solo, don’t forget about Google. I mean, we live in a time where information is literally at your fingertips. There are also online forums, real estate groups on social media, and—if you really want to impress—call up a local expert who knows that particular market or type of property better than you do.

And here’s how you spin it:
“Let me reach out to a colleague who specializes in this area to make sure we get you the most accurate information.”

Now, you’ve not only bought yourself time, but you’ve also made your network look strong, which reassures the client they’re in capable hands.

Step 5: Stay Cool Under Pressure

Clients ask tough questions. It’s part of the gig. But the worst thing you can do is get rattled or let them see you sweat. Confidence is key—even when you don’t know the answer. Just because you’re unsure of something doesn’t mean you aren’t good at your job.

Keep your tone calm, collected, and positive. You’re not scrambling to find answers; you’re simply taking the extra step to ensure they’re getting the best information. That’s a power move, not a weak one.

Step 6: Pre-Empt the Tough Questions

Here’s a pro tip for you: anticipate the hard questions before they come. If you’re showing a home and you know there’s a weird zoning rule or some HOA fees that might trip you up, look into those things ahead of time.

Even if you think the client might not ask, having the answers ready means you’re less likely to get blindsided. And on the off chance you don’t know, you can still say something like,
“That’s a great question. I actually anticipated this might come up, so I’ve already reached out to get more info on that. I’ll have the details for you shortly.”

Clients will love this because it shows you’re always thinking one step ahead.

Final Thoughts: It’s Okay Not to Know Everything

Real talk: you’re not a walking encyclopedia, and you don’t need to be. Clients don’t expect you to know everything (even if it feels like they do sometimes). What they do expect is that you’ll be honest, follow through, and get them the right information as quickly as possible.

So, the next time a client throws you a curveball, don’t sweat it. Stay calm, own the fact that you don’t have the answer, and then crush it with your follow-up. That’s how you turn “I don’t know” into a win.

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