jwolthuis - 3:09 pm on Jan 3, 2012 (gmt 0)
Obviously, my client is not a manufacturer, only a retailer.
I'm confused; isn't it the retailers' job to be the front-end for those manufacturers that he's authorized to represent? To answer product questions, offer advice or training, handle exchanges and returns?
If not, what value does he add? If the customer has to contact the manufacturer for support, or to get his questions answered, he's better off buying directly from them.
Obviously, if they contact you by mistake about an order they placed elsewhere, that's one thing.
But if they ask about "the product you manufacture", you *are* the customer-facing representative for that manufacturer, and should answer any/all questions, and support the products.
If a customer asks about a competing product, it's a great opportunity to convert them to a product you do sell.
Yes, it's important to help non-customers, even if they don't offer their thanks.