There are going to be moments when you are faced with having to answer a question or concern from a client or prospect that you’ve never had to answer before. You have two options.
You can take the question under advisement and promise a response after you research it. Or you can improvise an answer. Which choice you make is going to be a judgment call on an individual case basis.
That’s all fine and good the first time the inquiry comes up. On the second and subsequent occasions there is no excuse for you not to have an articulate comprehensive answer at your disposal.
I always try to be diplomatic when writing or teaching. A former boss of mine, who taught me a lot of stuff, wasn’t so tactful. He put it this way, “If you have to fumble for an answer the first time you get a specific question, no big deal. If you have to fumble for the same answer the next time you are asked that same question – you’re an idiot!”