You forgot one critical thing - the customer is always right in retail. . . even when they are, "wrong"!
Perhaps you missed the part of the conversation she had with the guy from the shop where she said, she
really wants to keep that bike. Great, so she keeps the bike and they fix it all up for her. She's happy. The shops happy.
Too often with the very unsophisticated sales staff they have working in more than a few bikes shops, they start to force themselves and what the shop wants to do, on the customer. Customer, shuts down and walks out of the store, never to be seen again. Remember - in sales, it's not what YOU want, it's what the customer wants. NOW, the relationship could evolve to the point where you become a trusted source of information and advice, THEN, you can start to be a bit more free with your advice and knowledge - but early on, and particularly, in these sorts of situations - just give them what they want!
Steve Fleck @stevefleck | Blog