People come into your location or call on the phone with buying questions and you fail by not creating a permission moment and capturing their information intelligently. This means creating enough need with your buyer to gain permission and then seamlessly collecting the right information. Whilst you're collecting information you need to be indexing your buyers' preferences, interests, behaviors, time frames and preferred method of communication.
Only by indexing can you leverage that data on the fly or in the future by retrieving the most relevant content that matches that individual's needs/inquiry/situation and packaging it specifically to that individual. Communicating to the individual needs of a person by being as relevant as possible is becoming an expectation of your customers.