PRODUCT KNOWLEDGE

Product Knowledge

Welcome to Product Knowledge!

Product knowledge is crucial when proposing the proper product/service to meet the customers’ needs. The greater your product knowledge, the better you will be able to make sure that the customer gets the right product/service or is referred to the proper department the first time. This course has 3 lessons that will focus on articulating the most important information about your company’s primary products or services and identify the features and benefits that will resonate with the customer. In addition, we will combine product knowledge with active listening and asking appropriate questions to overcome objections.

Online Course Intro

Articulating Basic Product Knowledge

Features and Benefits

Overcoming Objections

Gym Session

Proceed to The Call to Action Gym Session

Belt Test

Promotion

Flow Chart

= Online = Communication Gym on site session

ObjectivesBy the end of the course members will be able to:

• Clearly articulate 3 to 5 of the company’s primary products and/or services

• Clearly articulate at least one situation in which each product or service would be beneficial, or customer who would benefit.

• Identify customer needs, articulate the benefits that meet those needs

• Identify features and benefits of your company’s primary products/services and articulate them to the customers.

• Use open ended questions to clarify a customer’s concern/objection.

• Clearly articulate appropriate feature/benefit statements to meet the customer’s needs.

Benefits:• Improved customer experience• Fewer dropped balls • Increased sales

Proceed to Lesson One!You are now ready to proceed to the first lesson:

Customer Service associates that do not do any direct selling (for example a receptionist at a large company) may need to focus on Department Knowledge – Having a thorough understanding of each department and what they provide the customer – in order to refer customers to the right person/department EVERY time.