Final answer:
A fallacy of diversion occurs when a person, such as a customer, diverts the conversation away from the central topic, leading to an unfocused and unclear dialogue.
Step-by-step explanation:
When a customer cannot get to the point or is distracted by other things, leading the conversation astray, this behavior can be described as a fallacy of diversion. This term specifically refers to tactics that rely on attempts to distract the attention of the audience away from the primary topic or argument at hand. In a business context, such distractions could arise from a customer being preoccupied with tangential issues, which then requires the service provider to deftly steer the conversation back on track. Effective communication strategies are crucial for avoiding conversations that become unfocused due to digressions, which can lead to a lack of clarity and coherence in the exchange.