How much research should you do for a client?
Sonlight's goal is to empower clients. Part of empowering them to make their own decisions is training them to research the answers themselves, before asking for help. If they can do the research themselves, just point them in the right direction. There is no need for us to do the research for them (ESPECIALLY for customers who are planning on buying used or elsewhere).
Take advantage of every opportunity to train the client about where answers can be found. If they are asking about something found on the FAQ page, refer the client to the FAQ page as you provide them with the answer. Or, if the client is requesting when a backorder will be available, reference the backorder page in your email and suggest they may check there for up-to-date information at any time.
If, however, the client is asking about a product SL sells, but does not publish, refer the client to the publisher, instead of doing the research yourself and providing the answer.
There are some situations... missionaries overseas with expensive online costs, etc... where you may wish to go above and beyond in this area.
Look at each situation individually. As often as possible, and when appropriate, provide the information that will allow the client to research the answer for themselves. Refrain from doing the research yourself unless necessary.
There are always variables... is it a missionary, was there some family issue that made them really unable to afford the curriculum (I talked with one who lost everything -- brand new order rec'd 2 weeks before -- in a flood), etc.?
So, in addition to the basic standard, you need to feel CONFIDENT in making your own decision. If you feel comfortable going the extra mile for the customer, do so. If it is a customer planning on buying from SL (you can usually tell from the conversation/email) then do what is needed (within reason). I don't think we should go to outside sources much, as the customer could do that themselves, but I'm sure there would be exceptions to that too!
{Personally, I also choose not to go out of my way for the 'squeaky wheel' customer (the mean, cranky, pushy ones). I don't want them to believe that the squeaky wheel really does get the oil! I prefer to go the extra mile for those who have real need and who are presenting it in a positive way.}
[Some examples... a client is requesting information on what exactly has changed since the catalog 3 years ago. You know you have that catalog, but it would require you to compare each individual item. Instead, refer the client to the current catalog and have the client check what they have against it themselves. You can also refer the client to the Feature Comparison Chart on the website and to the forums for information from other Sonlight users.
Another client has questions about a supplement for Singapore Math. You provide as much information as you have available, but they want more details, chapter titles, etc. You do not have the item in your home to pull out and look. Instead, refer the client to SCOPS to see samples, to the math forum to ask other Sonlight users, etc.]