Recently I found myself observing a conversation between a salesman and a young prospective customer, in what is the biggest shop of its type in Spain and with the best reputation. Unusual to say the least (that’s the positive version).

The young man explained what he wanted and from the salesman I heard things like: “With demands like that …”, “You seem to know what you want but you don’t really …”.

I was astonished. I thought the salesman was using irony at first and just ribbing him. Then I realised he wasn’t. And his body language was a picture when the young man said he was not going to buy that day; he was just getting information.

I doubt if that prospective customer will go back.

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