(1) Who are you advising?
(2) What do they want (to know)? (This may be whether they are entitled to something from someone else - e.g., to have faulty goods repaired -, or whether they owe something to someone - e.g., payment for services provided).
(3) Identify what the corresponding legal issues are - i.e., what sort of legal argument needs to be advanced in order for your client to get what they want; or what sort of claim they might be facing if someone else wants something from them.
(4) Work your way through the various components of these legal issues, interchaging stating what a given rule of law is (if there is one), and how this might apply to the facts. You will almost invariably come across a gap in the law, or an ambiguity in the facts. It is important that you identify these and explain how this might affect the subsequent reasoning.
(5) Once you done all that, you should end up with several possible outcomes, depending on how vague the facts are and how settled the law is. It may be that one outcome is significantly more likely than another, so it's perfectly fine to say so, although unless the law and facts are absolutely clear, you won't be able to say so with certainty.
With a problem question, examiners are generally testing a number of things:
(a) your ability to read facts and separate narrative from real issues
(b) your ability to identify relevant law, rather than writing everything you know about the whole subject
(c) your ability to apply law to facts and to indentify those grey areas where facts and/or law are uncertain.
Don't think that there will be just one right answer - there usually won't be. If you plough through a question and spot no ambiguities at all, then chances are you've missed something important (don't forget to check key cases!), or the question is an early Christmas gift. I think the latter is unlikely.