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Honesty - I would deffinatly rate this as the most important thing in customer care.
I know its not quite the same but i work in insurance and i get most compliments from customers saying they appreciate my honesty and opinions.This is nearly always followed by how helpful they have found the service i have provided.
Simply give your opinions and make sure they know that they are your opinions.
As everyone else has said know your products and if you dont know the answer to what is being asked then admit to this and try to find out.Unless you have an extemely impatient customer people are happy to wait. Just ask your fellow staff if they can help and if not try to point them in the right direction to obtain the answer.

As for your scenario - I would expect a smile.....always counts for so much. Who wants to see a grumpy person...?
I think mainly i would be looking for general advice on size, cost, noise, lastability, and what you think is the best. I love personal advice. Also i do like staff who can say what there customers have found best and what they thought of the product. If you have a regular customer, when they come back ask them what they thought of the product they bought.

ok so im gunna stop ranting on now but i hope this helps in some way.

I work in a pet store much like the one you mentioned, and customers seem to respond best to good advice backed by personal experience. If you recommend a product, tell them why you like it, or why you use it. If they seem unsure, show them how it'd be setup, what would have to be replaced and when, etc. Get used to adequately explaining complicated concept such as cycling, multiple types of filtration, algae control, etc. in clear and easy to understand ways.

While I'm getting the person fish, I ask the simple, obvious questions of tank size, tankmates, how long its been set up, etc. Since I do it casually (or try to), people tend to be less aggressive in defending their decisions (I've kept them before in this tank, my [insert random person here] has kept one for 10 years in the same sized tank, etc.). Every explanation should be backed by a reason, and should seem like friendly advice, not an attack on their fishkeeping.

Mike

I really love my LFS. They have a policy where all employees MUST ask about tank size, occupants etc. They must also give adult sizes on the fish they sell. Sure, they cant refuse to sell someone a fish but if some guy comes in looking to put 4 balas in a 10 gallon (seen it happen) they tell him its a horrible idea and void the "fish warranty" on the receipt. Just try to be helpful and honest with people. If you dont know the answer to a question, ask someone who does.

cheshire cat - How old are you? JW because i might want to get a similar job

I agree with vic also. Ask me questions... what size tank do I have, what other fish do I have, and so on. Don't let me buy a tank and the fish for it on the same day, because as soon as I figure out why all the fish died and what a cycle is, I'm not coming back to that store. Also, don't tell me an oscar won't outgrow a ten gallon... " They only grow according to the size of the tank.". LOL. Listen to me describe my setup and my other fish, and tell you the stupid story about how I found a guppy in my canister filter. Explain to me what the nitrogen cycle is and why I should not use straight tapwater if a good opportunity presents itself and I'm asking questions along those lines.

My lfs has higher than normal prices, but they know their fish, don't tell me lies, are interested in my setup and how my fish are doing and want to see pictures of what I've done with it ( a tank I got there.) If I see a fish I like the owner will let me go into his office and do a google search on it. If he rings up 14.99 for a fish and I go " GAH! Pricey sucker, isn't it?" he drops it to 11.99. Even if the place is in total chaos with customers running all over the place they have time to listen to you describe what you want, what you are trying to do, etc. That is how you keep customers.

I'm going to go eat now, maybe sleep, bye

[font color="#800080"]Thank you so much. I have been looking around in forums that say they have idiots working at their pet stores. I'd just like to be one of those outstanding employees that are rare in fishkeeping. I've even written out an essay on what to do and what not to do! Pay is not important to me, I don't have to worry about gas either (I can ride my bike, it's not even a mile away), I live with my parents and all.

I'm just concerned for animal health, since I love animals and think that the mistreatment to them is apalling. I'd like to go to sleep at night knowing that my store can do things right, unlike *some others*. [/font]

Vic hit it dead on.....know as much as you possibly can, and know when you are out of your depth...and never guess, lie or fake it...ever.

Knowledge of course, but noone knows everything...But at the same time, DONT GUESS, or ACT as you know everything, cause giving misleading information is whats talked about on here like crazy. Study your products..You dont have to know about everything in the field, but know YOUR STORES products.....and know where to send customers, websites, books. etc if you dont know ALL the answers......That customer should leave that store, with a Fish that needs to be in a 75gal, with a 10gal new tank..etc.....Or a Pump that isnt powerful enough for the tank they have....etc...
I think Knowledge is your #1 priority.....Customer Service is one of the Hardest Fields out there, cause Customers ASSUME, you know what your talking about, Afterall you do work there....(they dont know if its your 1st day or if you've been there for 10yrs)..What comes out of your mouth, MUST be Correct.
Let me be the 1st to Applaud you on doing what your doing now............Keep asking away