Describe the agreed and recognised signs in customer behaviour in their organisation that indicates that their customer Expects a particular action by them?
Could you ask again and confirm what you mean by 'their organization'? Your question looks to me like something taken from a coursebook, but without giving the context. Maybe there were some alternative answers given as well? You could try rewording your question; in the meantime, if you put 'customer expectation' in a search engine you will find articles to help with your study of this.