If they don't need what they believe the store has to offer fits one or more of those three buying situations they don't take the time to go to or call the store. So, if a customer comes in or calls the customer is a qualified prospect . This does not mean that what they are asking for is the right thing.
People can only ask for what they know . . .
Customers, when asking for particular services or products are trying to sell their needs to the store. Unfortunately, it happens that very likely they aren't very good at selling their needs or wants. So before the customer disqualifies the store, the store had better find out what caused the customer to look for what they asked for. With this information, possibly, an experienced salesperson would know the store has to offer or can get that will fill the customer's problems or wishes. This patter can become so rote that if they are interrupted they forget what page they're on.