[Ammi]

..Saph..I would say that because of the changing environment of retail i.e. the internet mainly.. that for shops to compete, they will have to maybe offer ‘something extra’...and Sales Assistants would be more like consultants or advisors on products or any queries that customers may have..which would also include complaints etc and handling them well for the customer and so they are reasonably happy..and that it's not just about taking money behind the counter, sort of thing...because on the internet for instance, it can be really frustrating when you buy something and aren’t happy with it and takes a long time of endless hours on the phone to sort it out sometimes....



...I think that's how I would interpret the question anyway...