I know they have a lot of phones to know about, but you'd think that since this is their full time job that they would certainly at least know about the more prominent ones like the Droids which are specific to them and at least know about the big selling features of them like the shatterproof screen.
Here is an interaction I witnessed when I picked up my current Droid Turbo2. This was with a rep that I know has been there at least a year (since I got my previous phone)
While I was waiting I started talking to an older guy that's there with his wife and they had just decided on the T2 and the rep is in back getting them. The guy asks me if the T2 is a good phone and I say, yes it's a great phone. He said he really likes it because it has the Gorilla Glass and all. So I explain to him that it doesn't have Gorilla glass, but instead has a layered plastic screen and try and extol the virtues of the shattershield to him. The customer is suddenly clearly nervous and apprehensive because the screen isn't Gorilla glass. I continue to try and explain that it's a great screen, just not glass, but just get a glass screen protector and you'll be fine. The rep comes back out with their phones and the guy asks him if the screen is glass and the rep says, "Yes, its glass." I'm standing right there and can't let it go so I interject "No, it's not glass. It's plastic." which makes the rep suddenly look confused. The guy must have remembered me explaining the layered screen and apparently asks the rep about it to which the rep says, "Yes, its 5 layers of Motorola Gorilla Glass." I finally had to walk away... (there is no such thing as Moto gorilla glass since GG is made by 3M)