Didn't sound like that sales person was digging you too much by the end of the call ...
These types of check-ups are an essential requirement for any customer-facing personal. To reprimand without laying down a consistent training tract and process is only a temporary fix at best. Get the feedback, train on weakness and follow-up with a spot quality control mechanism. And the only reason why anyone would be upset would be if training wasn't consistent and policies were either lax or non-existent.
These types of check-ups are an essential requirement for any customer-facing personal. To reprimand without laying down a consistent training tract and process is only a temporary fix at best. Get the feedback, train on weakness and follow-up with a spot quality control mechanism. And the only reason why anyone would be upset would be if training wasn't consistent and policies were either lax or non-existent.