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Instruct all of your sales representatives to ask their buyers periodically if they are getting their questions and requests answered by your company’s internal staff or not.  You want to know if the buyer is having problems and is just being patient when in fact, your people need training before they cause the loss of a customer.  Ask the buyer a few questions such as the following:  Ask if your internal staff handles his calls quickly or not? Do they answer quickly or not?  Did anyone give the buyer the direct numbers of the internal staff so he does not have to go through a busy receptionist? Are they friendly on the telephone? Are the emails answered promptly and clearly? Are the answers clear or confusing? Do we act like we are interested and want to help or not? If they do not have an answer for the buyer right away, do they get the answer and call him back ASAP?  Do the internal people keep him informed, answer his requests or ask if there is anything else your company can do?

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