Whether you implement a bring-your-own-device (BYOD) policy or provide work-only tablets, mobile devices allow employees to bring a wealth of information with them wherever they are on the store floor. Sometimes, things just aren't going well. It’s a product knowledge graph that can answer questions about products and related knowledge in the retail context. The majority of retail sales people that you come across seem to have this level of knowledge about a lot of the products they are selling. And if you work in an electrical goods store, can you easily show your customers how to fix the HDMI lead to the back of their TV? 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. Viele übersetzte Beispielsätze mit "product knowledge" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen. It can give you the edge as an expert and also help you to guide the customer. Vendors whose products are available at your store have a vested interest in driving sales. Some of the time this knowledge can be gained by attending your internal courses but most of the time it will be down to you to hone and refine your skills. Ask, "Excuse me, but have I done something to offend you?" 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. • Pricing structure • Options and styles • Colours or models available • Special manufacturing processes • How to use the product or service • How your customers benefit • The history of the product or service • Product distribution and delivery • Any servicing • Warranty and repair information • Information about your organisation • Any legislation requirements • Information about your competitors • An understanding about your industry and market conditions. When you are in this position people will talk more openly to you and…, I was in Dublin recently with a MAJOR player in the food retail industry and it reminded me of two of the very best retail sales tips that every store should use. You need to be really up on all of the styles, colours or models available. It's set to become even more important as customers increase their expectations. Increasing your product knowledge and retail sales training techniques will also increase sales. If you’re selling pushchairs can you open and close them easily and be able to demonstrate this to the customer? There is keen competition out there, so you must be aware of your competitor’s strengths and weaknesses. Importance of Product Knowledge. The customer is at odds with you and it just feels like you aren't on the same page. You can take courses and brush up on your knowledge when there is down time in your store. Fast-Learning Skills . However, fashion merchandising services also represent a separate economic activity under the Specialized Design Services (code 541490) category. Employees are equipped with an iPhone app that acts as a level to help them achieve this. 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. In retail, that could mean remembering and appreciating repeat customers, forging a local connection with shoppers, putting your product knowledge to good use, and more. Employees need to understand a product, and effectively communicate its features and benefits to the customer. It is more important they teach their team how to identify a customer’s needs and wants, match those needs to a selection of products, and show them the value in their options. For example, an organization may … It is difficult to effectively sell to a customer if we cannot show how a particular product will address his or her needs. Footlogix Essential Assets. Ensuring an excellent customer experience translates into higher sales. 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. You are starting to become a sales leader as your advice is sought after; and you are able to help train your colleagues too. Or, simply let the sales do the competing and reward the associate who sells the most of that “product of the week.” (Of course, praise and rewards can also be given for particularly great customer service and reaching overall sales targets.). Take this retail quiz and see if you’ve got what it takes or not to rule the retail industry. You need to know all of the options here. Ensuring an excellent customer experience translates into higher sales. Understanding and knowing everything this is to know about your products is only one aspect of selling a product. At this level your expertise has been expanded as you become a recognised leader in sales and service. An associate who is both knowledgeable and enthusiastic about a product will have the best chance of persuading a customer to buy it. Product knowledge is the ability to communicate information and answer questions about a product or service. 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. © 2020 Foko Retail    153A Promenade du Portage, Suite 200   Gatineau, QC    Canada    J8X 2K4    +1 (877) 235-5808. Familiarizing your product involves acquiring knowledge about its functions, features, application, support requirements, and anything else that concerns the product. 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. We’ve established that retailers get better results from knowledgeable employees. Impressive presentation of the Product. Just because you’re working as a team, it doesn’t mean there can’t be some friendly competition. You will contribute to product and service development, making suggestions on how they are made and marketed. Good product knowledge. It’s achieved more by listening, understanding and succinctly advising as appropriate. Or if certain products were recalled off the shelves because they were faulty – then you need to be in the know. Without industry or product knowledge, you’re bound to fail in retail. To succeed, research industry trends and market information, and simply build up your commercial awareness. In addition to information about your competitors products, you also need to understand information about your industry as a whole and your competing organisations too. So let staff take products out for a test run when new items arrive in-store to boost their product knowledge. If you sell goods that have warranties, servicing and repairs remember that what you are selling is peace of mind. There should be no surprises if a customer springs on you that a competitor is offering the very same product for 10% less down the road. You will be secure in your knowledge and your customers will have the confidence they need to be able to buy from you. You participate in webinars and attend trade shows voluntarily and you pro-actively liaise with suppliers, manufacturers and service providers. Also be aware of the options that are currently not available for whatever reason. They should also know that factors such as durability, support, and waterproofing are likely more important to the shopper than the color of the shoe or any other aesthetic choices. They are Superficial, detailed, expert and master. As you have found, this area can embrace a wide range of detail and be the critical differentiator when customers choose who they want to buy from! 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. MTD Sales Training | Image courtesy of Big Stock Photo. The second is product knowledge training. Best practices for improving sales execution through product knowledge. Would your connections like this too? This is important for the customers as it is very important for the customer service agents and sales personnel. Benjamin Franklin summed it up when he said: “An investment in knowledge pays the best interest” – remember it well throughout your sales career because it’s so important. Yet more than 50% of shoppers. It is also the set of processes around the product such as the planning, R&D, customer base (who is buying/using the product and for which purposes or goals), and knowing when it is time to end production of this particular version. Retail sales training contains three different elements. The definition of superficial in the dictionary is ‘only outwardly apparent rather than genuine or actual’. For any retailer, it’s the foundation on which your products are sold. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. Allow Hands-On Experience. Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. , 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. It’s very frustrating isn’t it, and there are many things that can go wrong with this. 4 ONLY YOURx Clinical Skin Care • Retail, Professional, Travel Size & Travel/Starter Kits • Products geared to Maintain Healthy, Balanced Skin • High Concentration of Active Botanical Ingredients - Herbs, Flowers, Fruit, Marine, Vitamins, Proteins, Minerals The retail industry is constantly changing and there are always new challenges faced by the players in this competitive industry. Ask questions to learn their preferences and needs and then you can focus on the most appropriate items to help the customer decide. If you want to be a future shop keeper you should be able to connect with your prospective clients. 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. Best practices for improving sales execution through product knowledge. Have you ever been a sold a product only to be let down on the delivery? This knowledge will cover how products work, what they are made of, how they are used, ranges and options and limitations versus benefits. They then go back their stores and train their retail sales teams. You need to step into the shoes of your customers and understand how they will use the product that you are selling and then show them if they need it. Knowledge is power and for retailers, product knowledge can mean more sales. With the right software, mobile devices can provide associates with a wealth of information (via the company website or internal documents), including additional specifications that aren’t available on the packaging or signage. Take this retail quiz and see if you’ve got what it takes or not to rule the retail industry. What is Product knowledge? This is at the very top of the product knowledge tree! This area can be really useful to you when customers have choices – so make sure that you know the options that are available but avoid presenting too much information at once. So make sure that you fully understand how your products and services are delivered to your customers if this is an option. Can they also receive the item quicker if they pay more? Not only does this show the customer that they’ve been listened to, but it allows them to see how the products offered will benefit them, all while demonstrating that the employee is knowledgeable about what they’re selling. It instills faith, trust, and respect in the customer, which creates a positive customer experience. Understanding this and the various terms and arrangements will also enable you to ensure the customer has the right information to make an informed choice, as well as having more confidence in you as a salesperson. There’s much more to it than just understanding features and benefits. It is also important to remember that everything that you sell is now subject to legislation! A helpful aid in enthusiasm is knowing exactly what you're talking about. You study relevant literature and industry publications. 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. 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. Some of them will be relevant to what you sell and others won’t but they will give you a flavour of what you need. Please share. Look at some of these findings from a recent survey by Tulip Retail*: 83% believe they are more knowledgeable than retail store associates ), give staff a chance to try them out behind closed doors. And in terms of the delivery, you’ll also need to know if the customer will receive a specific time in the day when the item will be delivered or if it will be anytime between 9 and 5 for example. Take the time to hone these skills … It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. As such, product knowledge in customer service is important because employees shouldn’t just describe products, especially when basic information is easily accessible by looking at an item or reading its packaging. You can pick a “product of the week” for staff to know about and approach everyone individually to hear their sales pitch for it. You can categorise how much you know into 4 levels of knowledge. After all, you don’t want to be making promises that you cannot keep. Customers never want the answer to be: “I don’t know.”. This may sound a quite simple topic but you really need to have deep understanding of your product knowledge with regards to what you sell. Instead, they should be explaining the benefits of a product. There are some retailers that have a very strong persuasion power that they can convince you to buy something you are sure you did not need. This authority that you have gained will help you deal with more difficult questions from customers with assurance and greater confidence. The first step to building product knowledge is to acknowledge the need for it. For example, if you’re selling holidays and there are some damning reports on trip advisor, but since the hotel has addressed the issues and are now receiving accolades, then you need to know this so you can advise your customers. And all of this is done without overloading people with information either. But there is more to it. It can be difficult, since many studies have shown that consumers often believe they are more knowledgeable than store employees. In other words, sales reps need to know how the product will benefit individual clients. There is no point in re-using the same material twice or giving unnecessary information to those who do not need it. If you sell clothes and a customer really likes a dress that you’re selling but you haven’t got it in the ladies size and it’s at the end of the season, then you should know instantly several alternatives that you can offer her straight away. It may all seem a little daunting, but let’s look at it one by one and you will soon get the idea. You would know about operating systems in computers and phones; sizing and widths, materials and methods of construction in shoes, plus in each case much more information directly relevant to the products. Train your associates to, understand the products that they are selling, so that when a customer asks a question about a particular item, employees can answer them accurately and confidently. The word itself defines product knowledge. Unearthing Customer Needs During A Retail Sales Interaction. There are many reasons why product knowledge is so important. 2. Markets are constantly changing and you need to keep on top of these changes. You must thoroughly understand your terms. We can develop your retail sales staff and store managers to help them take their game to the next level. That’s just not fair. Familiarizing your product involves acquiring knowledge about its functions, features, application, support requirements, and anything else that concerns the product. In business, product knowledge is all the above…and more. Importance of Product Knowledge. 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. How Product Knwoledge is built in retail training? At the end of the week, reward the employee who demonstrated the most thorough product knowledge and provided the best solution to your hypothetical customer’s needs. Other key aspects are the changes that have taken place to improve its performance and benefits. So beware! When providing options to the customer, the associate focuses on how certain products and features will improve their race performance. What Do Our Retail Customers Expect From Us? Train your associates to really understand the products that they are selling, so that when a customer asks a question about a particular item, employees can answer them accurately and confidently. Below I’ve categorised the product knowledge that you’ll need into 12 main areas. If you sell contracts, for example mobile phones, there can be many terms and conditions that you must understand in order to advise your customers properly. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. Those who have learned everything they can about the products they sell have a distinct advantage over those who don’t. Your products may have fixed pricing structures but in many cases there are different options that you need to understand – you will also need to understand any cross and up sell products too and any impacts this has on the price. By making sure your sales staff is well-versed in the features and benefits of your product lines, you can boost the confidence of these key front-line employees. A product kept in a nice box would definitely catch the attention of the customers. But at least if an associate can give an honest depiction of their own experience with a product, shoppers can consider their advice. And apart from having a good knowledge of your own organisation, you also need sufficient knowledge about rival companies too, if it’s relevant to what you sell, so you can demonstrate and protect the prestige of yours. In this handy guide, we’ll explain what product knowledge is, why it’s important to customer service, and how you can improve product knowledge at your retail business to boost sales at every location. All of these methods effectively transfer product knowledge to employees, who can then pass that knowledge along to customers. Due to COVID-19, customer sampling may be gone for the foreseeable future. This is important for the customers as it is very important for the customer service agents and sales personnel. Product knowledge gives us courage. Just remember that in the end, the real winner is always a happy customer.

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