Ooh, yeah. There are definitely people who get emotionally heated about pet stores that sell dogs and cats. I can see where there would be conflict. It helps that you understand where they're coming from so that you can show genuine empathy for their point of view. That's likely to defuse some people.

If they're ranting, you can distract yourself by counting in your head, concentrating on your breathing, or visualizing yourself someplace you feel safe like your house/an imaginary scene. Focusing on your senses can help, too, like feeling the floor against your feet. I tend to clench my fist or bite my lip when I'm near tears; sometimes the tension in my body and awareness of something beside my tear ducts can keep me from crying for long enough. Check the "grounding techniques" thread for more tips like that if you're interested.

You said you get livid with anger and then the tears come. Angry tears are the worst--there's just no way to keep them in when they start! For me, it happens when I think something's really unfair and feel powerless. That's why when I'm at work I concentrate on my role: I'm just here to listen and report what they say. Then I don't take it as personally and the "unfair/powerless" tapes don't replay in my brain.

In those moments, are there certain thoughts that play through your head and feed the emotions? Can you tell yourself things to counteract that? Ones I use that might be applicable are: "I am safe" "No one is going to hurt me right now" "This will be over in ten minutes" "I am strong, and I am still real when someone is angry or disappointed with me." You can find affirmations online or make up your own; they help keep your brain from spiraling into bad places when you're confronted.

I still think role playing or scripting things you want to say might help you to face it better--you'll feel less lost in the moment. You can say things like "I'm definitely interested in hearing what you have to say. This is obviously very important to you and I'm sure I can learn something. What things in particular do you think we should do differently?" "So you feel that it's not right to get dogs from private breeders because of the way they raise their animals? You would rather that we sold pet supplies and didn't sell pets? Well, I can absolutely understand where you're coming from. I love animals and am very concerned about the well being of the ones we have here. We know there are bad breeders in the world, but our company definitely has standards for breeders and we feel that we're providing a service by connecting breeders with members of the public who are looking for certain breeds. We take very good care of the animals we have here and work to send them to loving homes. I understand your point that there are animals in shelters who need homes. And I will definitely let the higher management know that you were in today and what your point of view is. I hope that you'll still want to shop with us and that we can help you with supplies or food. Is there anything I can help you with now? You don't want to shop with us if we carry pets? Well, I really am sorry that you feel that way, but I understand your convictions and, like I said, I will definitely pass those views on to management. I hope you enjoy the rest of your day."

Obviously you've been in service for a while if you're being considered for a store manager position, so I'm sure you've done all this before. Focusing on service techniques really does help. You have to be professional and try to keep the business relationship open, so you have to hear them out, but they don't have a right to go off on you all day. If you control the route of the conversation, you will short circuit a lot of their venting.

If your therapist is helpful and the only problem with seeing her is getting a ride, you should totally do it! I bet you would feel more confident if you could talk this out more. Will she talk to you on the phone instead?

Goodness, this is long; sorry! I spent a loooong time in customer service, and the angry person/tears thing really hit home for me. I hope someone can suggest something that works for you. Try not to focus too much on the "what if" factor or the outside possibility of losing the job. It's good to prepare as much as you can, but all you can do is hope for the best. I know it's hard to stop from worrying, though. I've been there. Wishing you good things!