Which of the Following Statements Is NOT a Guideline to Use

Which of the following statements is NOT a guideline to use when determining the facts about a customer complaint?

A) It is easy to be influenced by a customer who is honestly and sincerely making a claim for an adjustment.
B) An inexperienced salesperson might forget that many customers make their case for a claim as strong as possible.
C) Whenever possible, the salesperson should examine, in the presence of the customer, the article or product claimed to be defective.
D) Experienced salespeople soon learn that products may appear defective when actually nothing is wrong with them.
E) Starting an inquiry into the nature of a complaint is an effective way to postpone action to resolve a complaint.