That's always a problem in any parts store--I often got scolded for not picking up the phone,or answering it within 3 rings,then putting the person on hold,when I was waiting on someone standing there at the counter--I felt the person standing there with money in hand was my first priority,and wished the bosses felt the same way--.Nope,they wanted you to wait on 2 people at once,do 3 things at once,not screw any of them up,and all for the same amount of pay..
I had more than one paying customer with a pretty sizeable order simply walk out in a huff when I answered the phone..and I didn't blame them!..
The person there SHOULD not be forced to wait,while someone on the phone,usually a housewife with no clue as to what size engine the vehicle has,gets bellowed at by her drunken husband when she asks him "what engine does it have",etc..they waste several minutes of your time looking up the parts,having you make sure they are really in stock ,and then hang up,usually never to be seen or heard from again..
Or,you get a call from a commercial account,your "best" customer,who wants to price a complete exhaust system or other parts that require several minutes of time,and want to know if anything needs to be ordered..you cant just put them on hold,or tell them I'll call you right back--they'll just call your competitor and have them send the parts rather than "wait"..
Meanwhile,your customer standing there is getting more aggravated by the minute,and often either forgets something,or forgoes buying anything else, for fear they will be stuck there another 10 minutes when the phone rings again..more than once I had a guy threaten me if the phone rang,saying "I'm HERE buying stuff!--don't you DARE answer that phone and ignore me!"..
I always felt an auto parts store should have a separate counter and counterperson to just answer the phone and give price quotes to "non commercial" customers..and a check out counter with a person running the register and handling the cash--it's tough enough remembering part numbers,add on the burden of ringing up the cash customers and making change with all those numbers in your head can get very confusing fast..
And you'd often get the scammers who'd say "Hey--I gave you a $20,"..when you were "fairly" sure they handed you a $10..
I used to put the bills under the cash drawer ,not right in the till,then I could say "no,I just put what you gave me right here"...
Autozone and Pep Boys here have a cashier and register to handle the cash,and I think that is a much better idea than having the counterperson do "everything"..
I also think it should be the manager or owners call to determine whether a electrical part or other item should be accepted for a refund..I had threats made to me several times after I had no choice to obey store policy,and refuse to give someone their money back,when they tried returning a "used" part..I do not feel the employees should be put in that position..