A customer who purchased a diamond ring six months ago returns saying the stone looks dull. Before recommending a solution, what should the salesperson do FIRST?
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A
Apologize and offer a full refund immediately
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B
Inspect the ring thoroughly to determine if the issue is dirt, damage, or a quality defect
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C
Explain that diamonds naturally lose their brilliance over time
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D
Direct the customer to the manufacturer's warranty department