If a guest asks you a question that requires a more complex answer and you are unable to answer immediately, what should you do?

• A. If it was a simple question, I would answer it to the best of my ability. If it required a more complex answer, I would direct them to a cast member who could answer their question best
• B. I would direct them to another guest for help
• C. I would ignore the request
• D. I would cancel the interaction

Answer: (A)

The main idea here is to know when to escalate to a cast member who can provide the right information. When a guest asks something that requires more expertise or a deeper explanation, it’s best to acknowledge the request, be honest about your current knowledge, and connect them with the person who can give an accurate answer. This approach keeps the guest from getting incorrect or incomplete information and demonstrates teamwork and commitment to a high level of service.

In practice, you might say you want to ensure they get the exact details they need and offer to bring in a cast member who specializes in that area. This shows respect for the guest’s time and maintains trust in the interaction. It’s better than directing them to another guest for answers, ignoring the question, or canceling the conversation, all of which would undermine the guest experience and Disney’s service standards.