Product knowledge in customer service doesn’t mean the salesperson or customer service representative knows everything about a product. So if you sell a large furniture item for example then you need to know the lead times of delivery – sometimes this can be weeks so you will need to inform the customer of this. This authority that you have gained will help you deal with more difficult questions from customers with assurance and greater confidence. The importance of your sales associate’s product knowledge and the in-store experience they provide your customers cannot be understated or overlooked. If you want to be a future shop keeper you should be able to connect with your prospective clients. Interested in that role at Topshop? Join us in the next episode of Retail Rework where we'll be exploring microlearning and how it can help support an overwhelmed worker thrive in the fast paced world of retail. In grocery stores, brands might send a rep to speak directly with customers, like a new meat alternative brand setting up and running a “burger” sampling stand. The retail industry is busy and constantly changing. You don’t want to be selling broadband services and guaranteeing a download speed of 40 meg only to find out that they live in a remote village when the maximum they will receive is 2 meg. Just remember that in the end, the real winner is always a happy customer. Some of your clients will want assurances and the peace of mind knowing that if anything goes wrong that they will be covered. Retail sales training contains three different elements. To be of maximum service, mattress sales people must master the product knowledge and communicate the features and benefits in a way that shoppers can understand. Good product knowledge. So it doesn’t matter what you sell in…, 12 Important Product Knowledge Topics In Retail Sales. This will definitely help the customer to feel surer in knowing that … But for items that would previously have been on the floor for testing (e.g., headphones at a tech store, snack foods at a grocery store, hand lotion at a beauty store, etc. It also means they can answer questions on the spot and overcome common customer objections. Product Knowledge for Retail Staff: Deli Meats is part of the Prepare to Serve Fresh Perishable Foods suite for employees. Good product knowledge will help even the most reserved sales associate. It’s very frustrating isn’t it, and there are many things that can go wrong with this. An example could be the special treatment of certain carpets with a stain protection agent as standard or how a piece of furniture is hand made by a master craftsman or how each of your products is created locally without the need to outsource to China or Taiwan. Those who have learned everything they can about the products they sell have a distinct advantage over those who don’t. We can deliver the training ourselves in a workshop environment or within your stores. Importance of Product Knowledge. Product knowledge ensures that sales professionals can communicate effectively and enthusiastically, building trust and confidence in customer relationships. Footlogix Essential Assets. You participate in webinars and attend trade shows voluntarily and you pro-actively liaise with suppliers, manufacturers and service providers. The merchandiser in coordination with the store manager must ensure that the products are according to the season as well as latest trends. from salespeople in physical stores, so in-store associates need to be able to provide additional information and context about the product to close the sale. What Do Our Retail Customers Expect From Us? Impressive presentation of the Product. When customers step through the door, they expect a certain level of customer service. Retail employees can’t share their first-hand experience with products if they haven’t tried them out. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. Of course, properly explaining a product includes physical descriptions like the color, model, and version, but also the functions, features, pricing, operational instructions, warranties, and support options available for any given item. It is your baseline training about how to open and close a register, how to ring up a sale, how to ship, how to stock shelves, how to pick web orders, how to use mobile POS on tablets, etc. This is a scalable solution if you have hundreds of retail staff. UnderstandinEVOLUTIONg how your products and service have evolved over time is very useful to demonstrate your expertise and build confidence with your customers. The exceptional retailer will be able to train their specialists to be able to engage a shopper and build rapport without waiting for the customer to come to them for the specifics. The definition of superficial in the dictionary is ‘only outwardly apparent rather than genuine or actual’. They then go back their stores and train their retail sales teams. , managers can keep track of which staff members have or have not yet viewed messages, and all employees can easily share documents and images with their team. Your knowledge and recommendations are sought after and you can lead training programmes for others. What is Product knowledge? Employees are equipped with an iPhone app that acts as a level to help them achieve this. It’s the peace of mind knowing that if something goes wrong then the customer will not be forking out hundreds to fix it. Fail to spend enough time on learning about your products and you’ll struggle to sell them. Product knowledge is an essential sales skill. Having a knowledgeable staff with enhanced product knowledge in retail is essential to providing customers with the information they need to make an educated decision. It's set to become even more important as customers increase their expectations. You must have all of the areas ready where you are far superior to your competitors to make it a level playing field. It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. By following this process of learning product knowledge, sale associates can raise their level of competence and confidence and consequently increase their sales and grow their ranks of satisfied customers. Maybe a designer who has paired up with a fashion retailer sends out a video message to managers and associates, explaining their latest collection and the materials used, proper ways to care for the garments, and styling tips. After all, you want to gain the most in-depth product knowledge possible. If a customer needs something and your associate cannot confidently explain how a product will fit their needs, they’ll likely walk away from the purchase. There is keen competition out there, so you must be aware of your competitor’s strengths and weaknesses. Remember if you struggle to do so then they will assume that they will struggle so you need to make it look effortless. Vendors whose products are available at your store have a vested interest in driving sales. A good knowledge of their prices and products will help you to guide and advise your customers about the similarities and the differences of your products. It can be difficult, since many studies have shown that consumers often, believe they are more knowledgeable than store employees, We know customers are using their phones in-store to look up information—level the playing field by equipping your associates with. Established by Dr. Katharin von Gavel in 2007, Footlogix® is the world’s first and only Pediceutical® foot care line to address the challenging needs within the foot care industry. Understanding the customer’s needs and the store’s products, the associate immediately knows to rule out any dress shoes, sandals, or even basic running shoes. Ensuring an excellent customer experience translates into higher sales. Your customer will expect an experience that is free-flowing and completely hassle free and can set you apart from your competitors if you do it right…. If you want to be a future shop keeper you should be able to connect with your prospective clients. Product Knowledge Retail Line April 13 Property of AIE - No Part May Be Copy or Reproduced. At this level of knowledge you have added to your detailed understanding of your products and services by researching the wider market and the industry as whole. You can take courses and brush up on your knowledge when there is down time in your store. Yet more than 50% of shoppers still seek expert advice from salespeople in physical stores, so in-store associates need to be able to provide additional information and context about the product to close the sale. And does your company offer an online retail experience too? This may sound like you know everything but this is really the minimum level of knowledge needed to provide a basic service to your customers. Instead, they should be explaining the benefits of a product. Your staff can learn from them as well, so they can share the same information with customers once the brand rep moves on to a different store. Familiarizing your product involves acquiring knowledge about its functions, features, application, support requirements, and anything else that concerns the product. Yet more than 50% of shoppers. To kick your associates’ product knowledge into high gear, make the learning process a bit more fun. You can pick a “product of the week” for staff to know about and approach everyone individually to hear their sales pitch for it. The customer is at odds with you and it just feels like you aren't on the same page. Take this retail quiz and see if you’ve got what it takes or not to rule the retail industry. In that case, product knowledge could be the deciding factor that pushes consumers to buy something from your associates. Can I have a different mobile if I choose a 36 month contract? When a customer enters your store, the ultimate goal is to have them make a satisfying and well-informed purchase. What happens with the delivery of these items? Below I’ve categorised the product knowledge that you’ll need into 12 main areas. For any retailer, it’s the foundation on which your products are sold. Are your competitors expanding? Salespeople and companies that fail to inform their customers of the full terms risk their future business and at the same time develop a reputation that they cannot be trusted. Also be aware of the options that are currently not available for whatever reason. Why is product knowledge so important? It gives them confidence knowing they have something of value to tell the customer. Having a deep knowledge of how your products are made and put together can be very helpful. Being up to date on these matters will enable you to have intelligent conversations with your customers about the latest and greatest and will really set you apart from someone who just works in retail as opposed to someone who is a true retail professional – someone that is a trusted advisor to their customers. All of this is really important. Read on to learn some of the benefits of knowing the products you sell. Product knowledge builds enthusiasm. That’s just not fair. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. Customers never want the answer to be: “I don’t know.”. If you are relying on this level of knowledge you must do something to change it – it is unprofessional and very risky to attempt to advise customers without a good enough understanding of what they are buying. Most retailers train their team to close out the register, stock shelves, and keep the floor clean. Now let’s take a look at some best practices for putting product knowledge in employees hands: Once initial training has been completed, employees should be tested using fresh new content, and this content can be tailored later on to fit particular job roles. Understand similar and complementary products. However, fashion merchandising services also represent a separate economic activity under the Specialized Design Services (code 541490) category. Would your connections like this too? When your knowledge is up to date you should be able to avoid difficulties in this area. Having a knowledgeable staff with enhanced product knowledge in retail is essential to providing customers with the information they need to make an educated decision. Or if certain products were recalled off the shelves because they were faulty – then you need to be in the know. Product knowledge training must also be consistent, engaging and customised. Best practices for improving sales execution through product knowledge. It’s not only the written law that you need to think of but also the unwritten laws of being an ethical sales person with no lies or misleading information. Stress enough the importance of understanding about your products and services are delivered to your competitors to make it effortless. Customers to help them take their game to the customer service is sales! 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