Question: For certain product categories, consumers are very knowledgeable and expect a firms employees to be able to answer very specific questions, as opposed to other

For certain product categories, consumers are very knowledgeable and expect a firms employees to be able to answer very specific questions, as opposed to other categories where consumers are more relaxed and let the employees do the talking. This shows a need for firms to understand their customersGroup of answer choicesFunctional needsLife experiencesIndividual differencesSelf-identity needs

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