Illusion of understanding. What are the reasons for people's misunderstanding?

For example, you come to a furniture store. A manager comes up to you and asks: - What interests you? "I'm looking for a kitchen" - you say. The "green" seller will first clarify the price range and your style preferences. Experienced will not begin with the price. First he knows: What is the kitchen in your understanding? What is the main thing for you? What can you not imagine a kitchen without? Which table in your concept is comfortable or original? And so on. How many buyers there will be, the same number of completely different answers. Often, the opportunity to gather with the whole family in a comfortable environment is much more important than the price.