If the salesperson is convinced the customer is making a dishonest claim about a product problem, the text states the salesperson has two options, he or she can either unmask the fraudulent claim and appeal to the customer's sense of fair play or:

Question

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Appealing to the customer's sense of fair play is the best option, as it allows the salesperson to address the issue while maintaining a positive customer relationship. Suggesting a third party or involving legal or law enforcement officials could damage the relationship or escalate the situation unnecessarily. Referring the complaint to the manager may be an option, but it is not the best initial approach. Pretending to conduct an inquiry is not ethical and could harm the salesperson's credibility.

If the Salesperson Is Convinced the Customer Is Making a Dishonest