Yeah, the SA's at the exchanges are just that, exchange SA's. Usually the only time you'll find someone there who is knowledgeable about Coach are the vendors that work there, but they're not there all the time.
My brother works at our NEX now and is working for the fragrance vendors. He's hoping to get to work for the Coach vendors (since he used to work at Coach before anyway) eventually.
PM me if your brother wants to work for MSS (the Coach vendors in Honolulu's NEX). I used to work for them and may be able to give him some tips for the interview. Has he spoken to Susie already? What vendor does he work for now?