A lifetime ago, when I was working for a North London Toyota dealership, a Mr. Penas (yes, spelt that way) came in. This was possibly my most unprofessional episode in the business. I sat him down and started taking his details and going through the process, all the while trying (and failing miserably) to stifle the laughter. He gave me my get out of jail free card by asking about payments. Straight to the BM's office where I lost it completely. I pre-warned him and he lost it too, then came out to second face him (I couldn't speak!!). He also tried & failed to have a professional conversation but we caught each other's eye and completely lost it. That poor guy probably still hasn't managed to change his car.