It's all about business. The person waiting at the counter has already driven to the store and will probably not leave to drive somewhere else just because the clerk answered the phone.
The person on the phone hasn't gotten in their car yet. If the first store they called doesn't answer, they will call another one, until someone answers. That will be the store they visit.
I've talked to several small business owners who use this method. They don't like it, but they have found that the extra business generated from taking the phone calls far outweighs the business lost by ignoring the instore customer.
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Today's Featured Article - The River Tractor - by Charlie English Jr.. This is a 4010 John Deere that was used to farm on the Diamond Island which is in the Ohio River about 15 miles southwest of Evansville, Indiana. About ten years ago, this tractor was parked close to the bank as the river was washing the bank of the island away.
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