Which of the following statements is NOT a guideline to be used when determining the facts about a customer complaint?
A. Experienced salespeople soon learn that products may appear defective when actually nothing is wrong with them.
B. Starting an inquiry into the nature of a complaint is an effective way to postpone action to resolve the complaint.
C. An inexperienced salesperson might forget that many customers make their case for a claim as strong as possible.
D. Whenever possible, a salesperson should examine, in the presence of the customer, the article or product claimed to be defective.
E. It is easy to be influenced by a customer who is honestly and sincerely making a claim for an adjustment.
Answer: B
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