The smiley :-> communicates

An investor is considering buying a 25 year old apartment building. To obtain the most accurate estimate of accrued depreciation, the investor should:

a. review the owner's income tax records b. review a current professional appraisal c. refer to age life tables review the owner's profit and loss statements

The advertisement for a pool reads "a vinyl pool from Parker's for just $5,000." When David contacted the firm for the pool, the customer service representative tells David that the total cost will be $8,000

When David enquires about the extra $3,000, the customer service representative says that is for installation. Which service-quality gap does this situation demonstrate?