Very interesting thread.
It should be remembered that there is a HUGE amount that pet shop staff need to know.
Fish (all species: feeding, housing, accessories, diseases, medications, maintenance, behaviour etc)
Birds (all species: feeding, housing, accessories, diseases, medications, maintenance, behaviour etc)
Cats (all breeds: feeding, housing, accessories, diseases, medications, maintenance, behaviour etc)
Dogs (all breeds: feeding, housing, accessories, diseases, medications, maintenance, behaviour etc)
Rodents (all species: feeding, housing, accessories, diseases, medications, maintenance, behaviour etc)
Turtles, Reptiles, Other (all species: feeding, housing, accessories, diseases, medications, maintenance, behaviour etc)
plus:
Sales
Customer service
You get the idea. I do not envy petshop staff!
So really it is so surprise that people may not know everything. I think there would be few people here that could answer every fishy question with confidence and accuracy, let alone do that for every common pet type.
But that said, every single shop has this issue, and having instore specialists (fishos and petos!) and a comprehensive manual makes an enormous amount of sense.
Managers that are experienced only in managing is a perfectly sensible approach. However they must be aware that their subordinates might know a lot more than they do about animal welfare and should listen to them (and not just bleat about time/cost).