What should I know about a reseller’s training and support for customers?

Start with the people. Ask who runs onboarding, who answers the phone, and what each person is trained to do. Then ask how the vendor’s certification, if there is any, affects who may support the product. If certifications belong to individuals, you need to know whether they will stay.

Look at the records. Ask for support tickets or call logs, response times and the common problems. Patterns matter more than single complaints. If the same question keeps returning, customers may need better training, or the product may be hard to use. Also ask how much of the support work is paid for and how much is given away.

Finally, speak with a few customers. Ask how the first weeks were, what they would change, and whether they know who to call. Read the reseller’s agreement with the vendor, with your lawyer, to see what support the reseller owes the customer and what the vendor provides. Consider what you would improve once you own it, and how much that would cost. Ask, too, whether training is a separate service customers pay for, or an unwritten promise that comes with the sale. Unpaid promises can use up staff time quietly, and you should see them before deciding how to run support.

Key takeaways

• Find out who trains and supports customers, and whether certifications are personal.
• Study support tickets for repeating questions and slow responses.
• Speak to customers about their first weeks and whom they call.