Garrett was impressed with the service he received at a local wine store. He thought the salesperson was attentive and knowledgeable. His friend Juanita, who was with him and is very knowledgeable about wine, thought the salesperson was pushy and not well informed. What does this example suggest about customers' service expectations?
What will be an ideal response?
It suggests that customer expectations vary with knowledge and experience. Because he knows little about wine, Garrett had different expectations from Juanita, who knows a lot more and has had more experience buying wine.
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