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Originally Posted by JohnScott
I don't think there is anything wrong with the person's site. The visitors aren't even clicking on the listing to see the site.
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I can see how it can happen with words that have double meanings. (Sometimes second meaning is a slang).
For example one of my items is called barbell.
Even if my site is first for that word, the whole page (Ad Space and other results) will be about weight lifting and not about piercing barbells.
Seeing that customer would want to refine the search without even clicking on my site.
Or maybe the search phrase has too broad meaning like "computer". So person who want to buy a computer will end up with results on how to use computer. Then he would be forced to refine it.