None of the Ford or Mazda parts training includes actually looking up parts. Actually I take that back, one of the Mazda classes said that the best way to look up a part in the catalog was to enter the part number....
There is so much you have to know doing dealer parts that aren't in the catalog. Things that you just have to know. I have files on my work computer with notes for all sorts of things I and other parts people have stumbled upon over the years.
Also the Autozones of the world don't pay that great unless you are on the commercial or management side. Maybe minimum wage with a small commission. Where on the dealer side I am at 6 figures with my hourly and commission. When I do go to the Zone or OReillys for something I don't act condescending to them at all. I don't know their system as I never worked in a parts house, but just treat them like people. I do get annoyed at their commercial reps, mostly because they show up when I am super busy and want to talk about me stocking a bunch of their stuff.
You're absolutely right. I work part time at a Carquest as my "retirement job." I was never a mechanic but always did the the basic maintenance on my vehicles and smart enough to figure most things out. When I was hired I thought "how hard could this be?" Well I found out really quick. I'm lucky as I work beside a retired auto mechanic so whenever I run across something I don't know, which is daily, all I have to do is ask; I also put a lot of effort into trying to learn as much as I can. Every day I am amazed at what he knows, but almost 50 years turning wrenches gets you there I guess.
There are bunch of things that people take for granted when dealing with most parts stores.
1. Chances are the guy behind the counter doesn't know every part in the store, whether it's in stock at that moment, and whether it fits your vehicle as soon as you mention what you're looking for.
2. Chances are the guy behind the counter doesn't know exactly what you are looking for and there's a very good chance the name you are using to describe the part isn't correct and/or the same thing used on the computer he is looking at.
3. Chances are the guy behind the counter really wants to find what you are looking for and most likely will find it with a little patience. And like any other service, the angrier or more impatient you get, the more nervous or embarrassed he becomes and his desire to help you rapidly turns into just wanting you to go away.
4. Chances are as he is trying to find your part, your description of what it looks like and your hand motions to describe it is doing nothing to help.
I could go on and on but I think you get the point. I'm 53 years old and never been afraid to call someone out for treating me like a child or an idiot. So when I get a "gearhead" who's irritated because I don't know the exact workings of his vehicle I don't hesitate to knock him down a peg. But imagine the 18-22 year old who is trying to help but is getting embarrassed in front of his co-workers; do you think talking down to him is helping anything? Give the kid a break, at least he's there and trying to help.