An experience yesterday got me thinking - what qualifications does one actually need to become an AD (except deep pockets and a busy shopfront) and what does your status give you?

I went in for what (I thought) was a simple request for a strap only to be told they couldnt order one unless I brought my watch in so they could get the model and serial number (my word on the model wasn't acceptable). Apparently they needed to give all this information to someone else for them to order it instead....

Am I being unreasonable in assuming they would require some level of product knowledge and be given access to catalogues? Do they even have a choice about what they stock?