Hi MarkyMoose
I'd go the full suit and tie if you have it
In terms of your answer, I would suggest that they probably want YOU to be able to take ownership and deal with the situation yourself - not only knowing what to do (in terms of following SOPs) but also having the confidence to do so. Asking the pax what they would like and how they would be satisfied (as long as it fits in with SOPs of course) could also be a good answer. Use your fellow crew first and then consult your mgr if you can't resolve the situation yourself.
Good luck again!