If Bob's Plumbing inflates the time it will take for a plumber to visit,then has the plumber arrive a day earlier,the customer will be suitably impressed.This is a technique that emphasises the use of ________.

Question

Quizplus · Accepted Answer

The technique described in the scenario is about managing customer expectations - by overestimating the amount of time it will take for a plumber to arrive, the customer's expectations are lowered. When the plumber arrives a day early, the customer is surprised and impressed, leading to greater satisfaction with the service. This technique is known as managing expectations.

If Bob's Plumbing Inflates the Time It Will Take for a Plumber