Product Knowledge Welcome to Product Knowledge Product knowledge is crucial when proposing the proper productservice 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 productservice or is referred to ID: 560286
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Product knowledgeSlide2
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.Slide3
Flow Chart
= Online
= Communication Gym on site sessionSlide4
Objectives
By 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 salesSlide5
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.