Dustup, a cleaning products company, was trying to revive its old wood floor waxing product. it began offering an augmented service of a small brochure called "ask a wood floor expert" to its bottles. the brochure included information and a customer support hotline. however, shoppers removed the brochure from bottles in the store, so few bottles were purchased. at the same time, dustup began receiving a flood of calls to its hotline. this increased dustup’s costs 30% over projections. what question did the company forget to ask before launching its add-on?