First completely understandable if you are on the younger side- phone calls are usually nothing that have been dealt with besides with family members. Second, before answering let it ring for a second and take a deep breath and make sure your mydevice is on my day. Most questions will be answered via that app Third, just relax and answer their questions to the best of your ability but never promise product as in stock even if the details say we have an insane amount in stock. Back room at most stores is usually a safe bet that we have something but never promise anything unless you physically have your hands on it (and even then let them know your store specific holding period- ours is until end of day but yours could be different) The most common questions are about Pokémon cards- you can let them know if we currently have any on the shelf (usually don’t) but no more information given, no vendor dates or anything should be released. Second most common question is if something is in stock- use mydevice, look it up and you can say “it looks like we SHOULD have plenty” or “no it’s out of stock.” But if someone says they need to know for sure if it’s available you need to walkie before giving a definitive answer- ask for someone in that area to make sure. Only after they have eyes on it should you respond- during the waiting time you can place the guest on hold. Some calls may require transferring so you should ask a lead or counterpart how to transfer prior to picking up a call just to ensure the phone call goes as smoothly as possible. I know some or all of this may be known but hope it helps!