In the world of sales (I hate to say they are in sales at VZW stores) you need to know your products. Since their window of time to meet, greet, recommend and close is very narrow they should know their stuff.
I can say the quality of store reps in the retail setting has been taking a nose dive, from dress code, attitude to basic product knowledge and sales skills.
I was at one of the Verizon retails stores in a large mall. I was checking out phones and waiting to talk to someone about a return. A couple in their late 40's was looking at a phone for the wife. She was comparing the Droid X vs Droid Inc. She wasn't sure what the key benefits were and no one was helping her. I stepped in, offered her my help but let her know I didn't work there just a tech enthusiast.
Based on what she needed and wanted it to do I offered some pointers and suggestions until she was comfortable about the "confusing smartphones". She got it quickly, was able to make a decision and was happy for the help.
The scary part was when the Verizon rep asked me if I wanted a job for the Holiday's, he was impressed with my product knowledge and skills. I politely declined. I stopped retail work a long long time ago, and as an IT consultant they really couldn't afford me anyways

but I made a connection when I have an issue.
It all comes down to location, location, location. Some get the best, some get the brightest, some get the clueless. Sadly they are a buy what I have to sell today world, they have quotas I am sure.