Let’s say you’ve just listed a new wine, which you got at a nice price and with a promise of some exclusivity (so it’s not going on every list for ten square blocks or miles). And even better, you’re getting a pouring discount to promote it by the glass. All is well, except the wine’s not well known. Your customers are going to ask questions, and how you staff answer them will determine whether it’s going to sell gangbusters or not at all. So you figure ...

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