Final answer:
The customer should be asked if she has checked the batteries in the doll to determine if that is the reason why it no longer speaks.
Step-by-step explanation:
The customer should be asked if she has checked the batteries in the doll. It is possible that the doll no longer speaks because the batteries are dead or have been drained. By asking this question first, you can determine if the doll's lack of speech is due to a simple issue that can be easily resolved.