When A Simple Yes/No Question Isn’t

(I explain our extended warranty to the customer.)

Me: “So, do you want that?”

Customer: *while shaking head no* “Yes.”

Me: “Okay… So… Yes?”

Customer: *while shaking head no* “Yes.”

Me: “Okay.”

(I grab the form for the warranty and start to put the sku in the till.)

Customer: “Don’t you understand?”

Me: “I guess not. Do you want the plan?”

Customer: *shaking head no* “YES!”

Me: “So… Yes, then? You want it?”

Customer: *shaking head no* “YES! Don’t you know what that means?”

Me: “No, I don’t.”

Customer: “No! IT MEANS NO!”

Me: “Well, I’m sorry, but you were shaking your head no but saying yes, so of course I would be confused.”