A customer approaches the service desk with a toy doll that no longer speaks. Which should the associate say first?

• A. Are you sure that you bought this doll at this store? Do you have your receipt?
• B. We've had a lot of complaints about this doll. You might want to contact the manufacturer.
• C. We've never had any complaints about this doll before. What do you think your niece did to it?
• D. With this kind of toy, it's always best to check the batteries first. Let me check them for you.

Answer: (D)

When handling a product issue, the best move is to start with a simple, practical check and show willingness to fix it on the spot. Many talking toys lose sound because the batteries are depleted or worn out. By offering to check them first, you demonstrate proactive service, establish rapport, and often resolve the problem quickly without making the customer jump through hoops. If the batteries are fine, you’ve still bought time to ask about usage, test the toy further, or discuss next steps calmly.

The other approaches rush to policy or assign blame without addressing the immediate, solvable cause. Asking for a receipt immediately can feel like questioning the customer’s honesty. Suggesting the manufacturer because of complaints implies a broader defect without checking the item in hand. Blaming the customer or a relative for damage is dismissive and unhelpful. Checking the batteries first keeps things practical, friendly, and focused on restoring the toy’s function.