Sorry mate, but if they listen, I'll eat my shoes!
There are no designated training staff currently, and the one person who did ticketing when I was started 4 years back, knew less than me. The company fail to do re-training on ticketing (even though all staff have a day rostered for training every 7 weeks), and the only managers who even have vague knowledge of ticketing, are ones who used to sell them (about 2/3)...
Sadly, as long as they can keep roping in tourists to their trap and charging extortinate amounts, they don't give a hoot about anything else...
Even buy it from the FGW TVM's at Paddington mate. They allow railcard discounts, & might still have the old prices on! Just make sure it's a HEx one, & not a Connect.