After analyzing information gathered from customers who did not buy from the company, Samantha, the team leader, thought it was apparent that customers felt that the sales representatives on her team did not know about the full line of products they carried or understand their uses. Samantha was convinced the customers did not buy because they could not:

Understand the durability of the products.

trust the sales reps to sell them the correct products.

understand what their business objectives were.

Understand the company's culture.