If you want to be a future shop keeper you should be able to connect with your prospective clients. Knowing as much as possible about your products and services is a fundamental part of your role as a Retail sales Professional. Product knowledge ensures that sales professionals can communicate effectively and enthusiastically, building trust and confidence in customer relationships. Product knowledge gives us courage. Does this 4 door family car come in a coupe option? And there are many upsells that can take place at the point of sale too. We recommend that you really get to understand the background and the history of your company. Therefore, it is vital that the retail staff have an in-depth knowledge of the product or service they are representing. All of this is really important. Pay attention to the rules and guidelines that you train employees on. The most trusted source of information on the business of learning. Are your competitors expanding? The definition of superficial in the dictionary is ‘only outwardly apparent rather than genuine or actual’. This means that product knowledge is crucial to building effective sales and a lack of application of the right pieces of knowledge is frequently the reason people do not buy – and they don’t always tell you why either. So beware! Integrate training into your organizational culture so that employees seek training when they need it. You are starting to become a sales leader as your advice is sought after; and you are able to help train your colleagues too. 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. There is keen competition out there, so you must be aware of your competitor’s strengths and weaknesses. Understand similar and complementary products. It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. 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 will cover the features of each of the items in your ranges and will give you the ability to help the customer compare different options properly. What happens with the delivery of these items? You participate in webinars and attend trade shows voluntarily and you pro-actively liaise with suppliers, manufacturers and service providers. If you’re aware of the areas where they have an advantage over you then you can plan your response accordingly. The Question \"How to Train Retail Employees\" Is Best Answered by In order words, only those staff who deal with your customers directly. Improve Retail Employee Product Knowledge And Productivity. There can also be associated products that are available at special prices if bought together. Your knowledge and recommendations are sought after and you can lead training programmes for others. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. Product knowledge training is an essential component to a business’ success. How Product Knwoledge is built in retail training? Integrate training into your organizational culture so that employees seek training when they need it. Other key aspects are the changes that have taken place to improve its performance and benefits. Unearthing Customer Needs During A Retail Sales Interaction. Details in these areas can vary by product or service offering, which can make quite a difference to your customers’ ultimate satisfaction. 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…. Instead of just selling a product, sales reps will be partnering with customers to solve their problems – a much more effective tactic. So make sure that you fully understand how your products and services are delivered to your customers if this is an option. Also be aware of the options that are currently not available for whatever reason. Award in Retail Knowledge; Certificate in Retail Knowledge. When you have a good understanding of this history you are in a strong position to demonstrate why this product can now be the right choice. Want to improve your retail sales skills? Publishing training content online also makes it easier to refresh when products are updated. You need to achieve a minimum of seven credits from a range of units for the award, and a minimum of 13 credits to achieve the longer certificate. Perspectives and expertise by and for learning leaders. “Knowledge retention can be enhanced with knowledge management tools, the use of technology, newsletters, best practice examples, publications, and most importantly, monthly staff recognition.” 7. Product knowledge online training helps your sales force seal the deal. RTS’ product training courses leveraging the power of the Internet to drive your message home and can include audio, video, animations, printable job aids, learning interactions, quizzes, certificates of completion and more. The importance of your sales associate’s product knowledge and the in-store experience they provide your customers cannot be understated or overlooked. In closing and to reiterate the importance of … 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. In this course, we will discuss beef primal and sub-primal cuts. At this level your expertise has been expanded as you become a recognised leader in sales and service. For example, an organization may offer product knowledge training for executive management, sales, marketing and customer service roles. And the fear of loss is a very influential factor that you need to take into consideration when you sell. You need to build sales knowledge so your team can speak fluently about: The customer needs you solve Many customers come to the store already prepared with the product information they need, so it is important that you are well trained in order to answer their questions. And does your company offer an online retail experience too? View a Sample Customer Service Training Course. MTD Sales Training | Image courtesy of Big Stock Photo. We can develop your retail sales staff and store managers to help them take their game to the next level. You will be secure in your knowledge and your customers will have the confidence they need to be able to buy from you. Pairing Sales Enablement Technology and Training Content for Continuous Learning. You study relevant literature and industry publications. Would your connections like this too? Product training: In the retail industry, the familiarity of the staff with products is important as they deal with the customers directly. If sales professionals aren’t selling one particular product every day, they will need reminders on what the products are and what customer problems they solve. Be up to speed with the latest information about everything because you’ll never know when it will come in handy. The challenge is to make them realistic. Can they also receive the item quicker if they pay more? Solid knowledge about your product coupled with parallel information about similar products sold by your competitors—gives you that added advantage to easily counter objections. 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. Gain an NCFE qualification in retail knowledge. Having a deep knowledge of how your products are made and put together can be very helpful. Have you ever been a sold a product only to be let down on the delivery? It is important to get acquainted with the different types of animal carcass cuts. What Do Our Retail Customers Expect From Us? 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. UnderstandinEVOLUTIONg how your products and service have evolved over time is very useful to demonstrate your expertise and build confidence with your customers. Use role-plays, simulations, game mechanics and other techniques to provide opportunities for sales professionals to apply their product knowledge in real-life situations. 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. 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! This video is about Product Knowledge 1. 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. Make sure product knowledge training is ongoing. 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 may be discounts and special offers that you need to take into consideration and any special sales that are taking place. You will contribute to product and service development, making suggestions on how they are made and marketed. This is important for the customers as it is very important for the customer service agents and sales personnel. Customer service training and product knowledge training are excellent candidates for branching scenarios. Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. Without value-adding product training, a marketing team cannot reach the right market, and a sales teams will fail to answer the critical questions customers are looking for. They then go back their stores and train their retail sales teams. Skip navigation Sign in. There are a wide range of product knowledge areas that will be instrumental in reaching the ultimate outcome of a transaction. 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. But they also need the confidence that comes from a deep understanding of customer needs and their company’s offerings. Search. The important aspect product training included is knowledge of customer personas. Product knowledge is essential to run the meat department smoothly. Some of your clients will want assurances and the peace of mind knowing that if anything goes wrong that they will be covered. Customers are very much influenced by the reputation of the business they are buying from. How to Train on Product Knowledge The problem is most sales training focuses on building sales skills. Remember if you struggle to do so then they will assume that they will struggle so you need to make it look effortless. This is at the very top of the product knowledge tree! Because you have a real understanding of customers and their experience of your offerings, you are able to deal productively with customer problems and issues and guide them effectively to reach a solution. Investigate the development of personal and team effectiveness in a retail … When the UK financial service industry went down that route they ended up paying out billions in compensation. Here are some best practices for product knowledge training. And all of this is done without overloading people with information either. Working our way up the ladder, next is the detailed level. Product knowledge & sales training at Wranx can give your team the right tools to perform to their full potential and improve your bottom line. In this course, we will talk about pork primal and subprimal cuts. Ask questions to learn their preferences and needs and then you can focus on the most appropriate items to help the customer decide. It’s very frustrating isn’t it, and there are many things that can go wrong with this. In business, product knowledge is all the above…and more. This is a scalable solution if you have hundreds of retail staff. 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. Or if certain products were recalled off the shelves because they were faulty – then you need to be in the know. When it comes to product training and deciding who should get it, you mustn’t look at it from a single perspective and only assign it to certain employees. Chunk training content into bite-sized pieces: one module per product or service. Practice 2: Blending Classroom Training with Online Training. In order to be a successful salesperson, you need to be confident in your product. In this article, I’ll share 6 tips to develop a successful product knowledge online training … 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. This video is about Product Knowledge 1. It also means they can answer questions on the spot and overcome common customer objections. It might seem obvious to know how to use the goods you are selling, but not everyone in sales has this understanding. The product knowledge phase should allow about 10 hours for the top 25 SKUs. 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. Product knowledge builds enthusiasm. 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. Make sales training content and job aids available online and on multiple types of devices. The retail sector is a significant contributor to the UK economy, employing approximately 4.9 million people and generating £406 billion in sales in 2017. Is there a purse the same style and pattern as this bag? You don’t even need to attend workshop based training to improve your skills because there are a lot of elearning content providers that help. 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. We mentioned previously about the importance of understanding about your industry as a whole. Having a thorough understanding of the products on the shelves can allow a retailer to use different techniques and methods of presenting the product to customers. Product Training. If sales professionals can access product information quickly and easily, they are more likely to use it when and where they need it, even when they’re on the road. Maybe a potential customer has heard of problems or drawbacks that have since been addressed by the manufacturers or providers. 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. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. 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. You need to know all of the options here. 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. Your marketing department likely has a great deal of collateral on the products and services your company offers. Explore the retail selling process. Depending on the customer persona, the sales reps know which product to promote. The packaging of the merchandise goes a long way in improving the brand value of the product. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. And narrow thinking doesn’t have a place in any retail … Provide product refresher training. The display of the products at the retail store must entice the customers. 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. So, when we develop branching scenarios for retail sales associates, we use real-life scenarios and responses from store associates. While sales skills are essential, they are only one side of a very important coin: capability. If sales professionals aren’t selling one particular product every day, they will need reminders on what the products are and what customer problems they solve. Take this retail quiz and see if you’ve got what it takes or not to rule the retail industry. Please share. We can deliver the training ourselves in a workshop environment or within your stores. This authority that you have gained will help you deal with more difficult questions from customers with assurance and greater confidence. When you understand these properly you can often help the customer to make a good buying choice that they otherwise might miss out on. Without understanding the needs of their customers, sales professionals will be unable to identify which solutions they can offer to meet those needs. 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. It’s achieved more by listening, understanding and succinctly advising as appropriate. 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. Work with them to make sure your sales professionals receive collateral that identifies customer needs and the products that will meet those needs. It’s also an important criteria for judging the quality of customer service in a company. Team members can complete them between customers in a self-directed manner and you can track results via the web. Units include: Understanding the business of retail; Understanding customer service in the retail sector The customer will be using it and when you can advise them on this aspect from your own experience you are more able to act as a Trusted Adviser. 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. A helpful aid in enthusiasm is knowing exactly what you're talking about. If you’re selling pushchairs can you open and close them easily and be able to demonstrate this to the customer? 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. 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? To be successful, sales professionals need the selling skills to communicate value and close deals. You can categorise how much you know into 4 levels of knowledge. If you’re selling designer bags, can you easily demonstrate how to attach the shoulder strap and also the 2 hidden pockets on the inside of the bag? Retail Product Knowledge Training Skin Biology Basics & MSKIN PRO Innovation . It can give you the edge as an expert and also help you to guide the customer. But how can you update your online training program on a regular basis to reflect the latest features and specs? You must thoroughly understand your terms. It is important to have the most up-to-date product knowledge when working in the meat department. For new and existing staff, product training can be delivered remotely and with results of each individual tracked, Create courses such as this sample to engage and inform your staff: Try our Sample Barista Knowledge Quiz Stronger communication skills will allow a salesperson to recognize and adapt a sales presentation for the various types of customers. To Summarise. It is also important to remember that everything that you sell is now subject to legislation! 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. After all, you don’t want to be making promises that you cannot keep. For in-person behavioral retail sales training, or training of the soft skills, allot a minimum of three hours exposure to the material to start. Product knowledge is crucial to building effective sales and also developing your skills and expertise. The employees should have full knowledge on new products so that they can satisfy the customer needs. When customers step through the door, they expect a certain level of customer service. 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. Are they opening 3 new stores within 5 miles of your location? 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. A product kept in a nice box would definitely catch the attention of the customers. Pair learners together so that one can practice being the customer and one can be the salesperson, practicing common objections and questions before they are in the field. Understand customer service in the retail sector. The PUMA Retail training curriculum encompasses the skills needed to ace day-to-day business. So it doesn’t matter what you sell in…, 12 Important Product Knowledge Topics In Retail Sales. Impressive presentation of the Product. You must have all of the areas ready where you are far superior to your competitors to make it a level playing field. 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. And Leadership skills the business of retail ; understanding customer service in the dictionary is ‘ outwardly. Made and put together can be very helpful training when they need it products is important for top... Products at the point of sale too knowledge online training helps your sales force the. Training included is knowledge of customer service in a coupe option in…, 12 important knowledge! Selling cars do you actually offer it in purple doesn ’ t it, and there are many things can! 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