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Nowadays, it's like anyone who visually recognizes that a TV is made by Samsung based on the logo below the screen, is already miles ahead of the store staff. Or maybe it's that their script doesn't allow enough flexibility to answer a yes or no question.
I work in IT and presently working with Samsung products almost exclusively (oddly enough), a lot of the familiarity has to do with exposure. Even before I got serious with understanding every device I worked with you start to notice when the same issues with the same device from the same manufacturer is brought to you. If you deal with just a 100 people a day, you take mental notes so you can do better and go faster.
You especially notice when something different is brought to you and are way more likely to research it and hope on tech forums just for something obscure that has a 1 in a 1000 chance of happening.
Unlike before in the 80s or 90s (especially 70s)where your brand/product info/exposure was far more limited unless you were already an expert/afficionado.
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