Don't state false numbers....
If you don't know certain numbers that don't make them up....
I agree I have seen reps be embarrassed because they did not know an answer and there was not a director around so they made up an answer based off what they assumed and was completely wrong. They did get reprimanded for this as well. It would be better to just inform the student that you do not know the answer at this time but tell them you will research the question and call them back with the correct answer. The student will understand and more than likely you will not lose the student nor jeapordize your job. Instead the student will respect the extra mile that you are going to assist them.
Don't guess, either. Sometimes admissions staff are not intending to be misleading, but perhaps are embarrassed because they don't know the answer. Admissions staff should not be uncomfortable with saying something like, "I'm not sure, and I don't want to accidentally provide inaccurate information. Let me find out from someone who does know."
