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product knowledge in retail

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product knowledge in retail

We’ve partly explained them already. 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. If you sell goods that have warranties, servicing and repairs remember that what you are selling is peace of mind. After all, you want to gain the most in-depth product knowledge possible. Good product knowledge will help even the most reserved sales associate. If you’re selling pushchairs can you open and close them easily and be able to demonstrate this to the customer? If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. It might seem obvious to know how to use the goods you are selling, but not everyone in sales has this understanding. 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. They skirt over the details and seem to rely on appearing knowledgeable rather than really understanding the real information they should be aware of. It’s achieved more by listening, understanding and succinctly advising as appropriate. Employees need to understand a product, and effectively communicate its features and benefits to the customer. Don’t think so? Also be aware of the options that are currently not available for whatever reason. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. How Product Knwoledge is built in retail training? The importance of your sales associate’s product knowledge and the in-store experience they provide your customers cannot be understated or overlooked. Would your connections like this too? 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. Employees gain a high level understanding of Deli Meats. Does this 4 door family car come in a coupe option? Knowledge is Power Use These Tips to Keep Staff Informed. Retailers can also use virtual platforms for trials of prototypes or experimental products and tap into the customer knowledge and experience to develop their product or estimate the market potential. 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. 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. But there is more to it. A helpful aid in enthusiasm is knowing exactly what you're talking about. The customer is at odds with you and it just feels like you aren't on the same page. Markets are constantly changing and you need to keep on top of these changes. What happens with the delivery of these items? 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. Onboarding or new hire training is first. 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. This authority that you have gained will help you deal with more difficult questions from customers with assurance and greater confidence. Understand similar and complementary products. It’s a product knowledge graph that can answer questions about products and related knowledge in the retail context. Ensuring an excellent customer experience translates into higher sales. But in-between building trust and before pivoting to reams of product knowledge, the salesperson needs to use their product knowledge wisdom to be able to compare and contrast in a friendly manner. Maybe a potential customer has heard of problems or drawbacks that have since been addressed by the manufacturers or providers. A really good salesperson with deep product knowledge can help make that connection. 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. 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. This knowledge will cover how products work, what they are made of, how they are used, ranges and options and limitations versus benefits. Knowing as much as possible about your products and services is a fundamental part of your role as a Retail sales Professional. If you’re aware of the areas where they have an advantage over you then you can plan your response accordingly. So beware! Luckily, you can make a number of simple changes to improve product knowledge amongst your employees in-store. For any retailer, it’s the foundation on which your products are sold. We use semantic information in the knowledge graph to get words that are related by cultural context. Are your competitors expanding? Allow Hands-On Experience. Product knowledge in customer service doesn’t mean the salesperson or customer service representative knows everything about a product. When your knowledge is up to date you should be able to avoid difficulties in this area. Having a thorough understanding of the product and listening to the customer needs allows the associate to extrapolate the relevant information about the product and apply it to each customer’s unique situation. You can do this because you have gained a deep understanding of what customers really need. Product knowledge is the most important tool for closing sales. When a customer enters your store, the ultimate goal is to have them make a satisfying and well-informed purchase. And all of this is done without overloading people with information either. See how our product knowledge training solutions helped a leading global media company train their employees across the world. The merchandiser in coordination with the store manager must ensure that the products are according to the season as well as latest trends. It instills faith, trust, and respect in the customer, which creates a positive customer experience. 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 can pick a “product of the week” for staff to know about and approach everyone individually to hear their sales pitch for it. 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. You need to know all of the options here. Increasing your product knowledge and retail sales training techniques will also increase sales. Product knowledge training must also be consistent, engaging and customised. This is important for the customers as it is very important for the customer service agents and sales personnel. It is difficult to effectively sell to a customer if we cannot show how a particular product will address his or her needs. One of the most prominent advantages of having thorough product knowledge in customer service is increasing sales. 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. Best practices for improving sales execution through product knowledge. Still wondering, “what does product knowledge mean?”, Product knowledge may sound self-explanatory, but there are plenty of factors that go into “knowing about a product.”. Footlogix Essential Assets. 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. Your knowledge and recommendations are sought after and you can lead training programmes for others. 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. 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. Remember if you struggle to do so then they will assume that they will struggle so you need to make it look effortless. 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! The display of the products at the retail store must entice the customers. 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. This will definitely help the customer to feel surer in knowing that … If you’re selling cars do you know exactly where the latch is to open the bonnet? This translates to a better rapport with customers and a more successful approach to marketing and … ), give staff a chance to try them out behind closed doors. It also means they can answer questions on the spot and overcome common customer objections. You consistently provide extra advice and support to customers to help them make their buying choices, often at increased margins for you. A customer comes into a footwear store and explains that they are training for a high-intensity, multi-terrain race. In addition to that if the same lady wanted the dress in purple, do you actually offer it in purple? Read on to learn some of the benefits of knowing the products you sell. 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. Does your product have any special manufacturing processes? The definition of superficial in the dictionary is ‘only outwardly apparent rather than genuine or actual’. You must thoroughly understand your terms. With these tips and tricks in mind, you’ll be able to improve your team’s product knowledge and drive in-store sales as a result. The survey functionality can even be used to quiz employees about particular products or promotions. 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. The second is product knowledge training. When customers step through the door, they expect a certain level of customer service. 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. Product knowledge gives us courage. After all, you don’t want to be making promises that you cannot keep. The retail industry is busy and constantly changing. What is Product knowledge? Build and manage a top-notch sales knowledge base. In that case, product knowledge could be the deciding factor that pushes consumers to buy something from your associates. When you understand these properly you can often help the customer to make a good buying choice that they otherwise might miss out on. Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. We’ve established that retailers get better results from knowledgeable employees. Footlogix Retail Product Knowledge. It’s not fair to your staff. However, not all retailers are experiencing the same adversity amid this global pandemic. There is keen competition out there, so you must be aware of your competitor’s strengths and weaknesses. The word itself defines product knowledge. The survey functionality can even be used to quiz employees about particular products or promotions. 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. It is also important to remember that everything that you sell is now subject to legislation! 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 That’s just not fair. Product Knowledge for Retail Staff: Deli Meats is part of the Prepare to Serve Fresh Perishable Foods suite for employees. Shifting from a basic retail associate role to a sales specialist or retail sales manager job is a huge step up for your career. 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. 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. Instead, they should be explaining the benefits of a product. Home » In-House Training » Retail Sales Training » 12 Important Product Knowledge Topics In Retail Sales. If you want to be a future shop keeper you should be able to connect with your prospective clients. There are a wide range of product knowledge areas that will be instrumental in reaching the ultimate outcome of a transaction. 10. This is a scalable solution if you have hundreds of retail staff. You can point out any special areas of difficulty or general misunderstandings people may have – and when you balance these against the benefits the customer receives you can make more sales, increase trust and improve customer satisfaction. Retail employees can’t share their first-hand experience with products if they haven’t tried them out. A really good salesperson with deep product knowledge can help make that connection. That’s product knowledge. Some of your clients will want assurances and the peace of mind knowing that if anything goes wrong that they will be covered. 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. Mid-Level Retail Sales Skills. 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. Product knowledge is the most important tool for closing sales. It allows you to understand a product or service, which is an important piece in developing a marketing strategy for a business plan. Tangible senses like sound, taste, and feel are difficult to convey and may not be the same for everyone. 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. Product knowledge ensures that sales professionals can communicate effectively and enthusiastically, building trust and confidence in customer relationships. Is there a purse the same style and pattern as this bag? It is vital that you understand the relevant laws and controls over your goods, services and also the transactions that you have with your customers. Fail to spend enough time on learning about your products and you’ll struggle to sell them. This is at the very top of the product knowledge tree! You will be regarded by your peers as “the go to” person they come to for help and advice around the products. Importance of Product Knowledge. From the day a salesperson walks into your company to the day they retire, they are flooded with information – endless streams of … Can I have a different mobile if I choose a 36 month contract? MTD Sales Training | Image courtesy of Big Stock Photo. 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. It allows you to understand a product or service, which is an important piece in developing a marketing strategy for a business plan. Ask questions to learn their preferences and needs and then you can focus on the most appropriate items to help the customer decide. Product Knowledge Retail Line April 13 Property of AIE - No Part May Be Copy or Reproduced. 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. They then go back their stores and train their retail sales teams. Mobile devices also let employees remain up-to-date on any company memos about new products and special promotions involving particular products. 2. 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. 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. 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. Details in these areas can vary by product or service offering, which can make quite a difference to your customers’ ultimate satisfaction. And the fear of loss is a very influential factor that you need to take into consideration when you sell. 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. © 2020 Foko Retail    153A Promenade du Portage, Suite 200   Gatineau, QC    Canada    J8X 2K4    +1 (877) 235-5808. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. About Footlogix . 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. You study relevant literature and industry publications. We can develop your retail sales staff and store managers to help them take their game to the next level. 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. If you want to be a future shop keeper you should be able to connect with your prospective clients. Take this retail quiz and see if you’ve got what it takes or not to rule the retail industry. It can give you the edge as an expert and also help you to guide the customer. Now let’s take a look at some best practices for putting product knowledge in employees hands: Be up to speed with the latest information about everything because you’ll never know when it will come in handy. 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. In the … Without industry or product knowledge, you’re bound to fail in retail. It may all seem a little daunting, but let’s look at it one by one and you will soon get the idea. And this year, after COVID-19, more and more retailers have closed their businesses. 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. PWC reports that product knowledge is the most important in-store attribute for 59% of shoppers surveyed: “ [Retailers] need to provide a convenient, frictionless in-store experience, with the added advantage of knowledgeable sales staff who can explain product offerings, the Number One preference of in-store shoppers, ahead of ambience." And there are many upsells that can take place at the point of sale too. A product kept in a nice box would definitely catch the attention of the customers. Most retailers train their team to close out the register, stock shelves, and keep the floor clean. Why is product knowledge so important? 8. 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…. Are they opening 3 new stores within 5 miles of your location? You will be secure in your knowledge and your customers will have the confidence they need to be able to buy from you. 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. Think of product knowledge as a skill to be learned and constantly improved upon rather than an abstract concept. 71% of shoppers (83% of shoppers aged 18-44) use their mobile devices in-store to research products, prices, and reviews. Increased Confidence. 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. 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. Impressive presentation of the Product. Now let’s take a look at some best practices for putting product knowledge in employees hands: When the UK financial service industry went down that route they ended up paying out billions in compensation. It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. It gives them confidence knowing they have something of value to tell the customer. An associate who is both knowledgeable and enthusiastic about a product will have the best chance of persuading a customer to buy it. With the importance of product knowledge in sales comes ‘the fit’. There’s also the fact that you can ruin any relationships you’ve built up with your customers. And why it’s crucial to the future success of your stores. 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. This is important for the customers as it is very important for the customer service agents and sales personnel. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. Importance of Product Knowledge. Interested in that role at Topshop? Due to COVID-19, customer sampling may be gone for the foreseeable future. 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. You can take courses and brush up on your knowledge when there is down time in your store. What is Product knowledge? At this level your expertise has been expanded as you become a recognised leader in sales and service. 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. Yet more than 50% of shoppers. The NAICS accepts that “knowledge of fashion trends” is a service that various retailers in the retail merchandising category provide. Just because you’re working as a team, it doesn’t mean there can’t be some friendly competition. In order to be a successful salesperson, you need to be confident in your product. Now we have a retail knowledge graph (where yellow nodes are entities in the retail industry with semantic connections) and an EDITED product graph (multi-colored nodes of product data like color and brand), we can utilize the two to do some advanced query expansion. When representatives know their stuff, they’ll be able to outline all the key features and highlight the advantages of purchasing a particular product or service. You need to be really up on all of the styles, colours or models available. Product knowledge is the ability to communicate information and answer questions about a product or service. The customer service exhibit a great level of confidence when they talk about the products that are beings sold by the company. They are Superficial, detailed, expert and master. So make sure that you fully understand how your products and services are delivered to your customers if this is an option. Ask, "Excuse me, but have I done something to offend you?" We mentioned previously about the importance of understanding about your industry as a whole. Sometimes, things just aren't going well. Employees are equipped with an iPhone app that acts as a level to help them achieve this. All of this is really important. Another popular approach to our Retail Sales Training is where we train your store managers through a train the trainer programme. And when staff provides enhanced product knowledge, it creates trust and brand loyalty, keeping customers coming back for future shopping needs. There’s much more to it than just understanding features and benefits. Can they also receive the item quicker if they pay more? 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. 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. However, fashion merchandising services also represent a separate economic activity under the Specialized Design Services (code 541490) category. Product knowledge is crucial to building effective sales and also developing your skills and expertise. It’s the peace of mind knowing that if something goes wrong then the customer will not be forking out hundreds to fix it. They don’t need to be an expert, but they should be able to answer basic questions about the product and how it works. Understanding and knowing everything this is to know about your products is only one aspect of selling a product. Unearthing Customer Needs During A Retail Sales Interaction. 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. , customer sampling may be discounts and special promotions involving particular products taste, and effectively communicate its features benefits... Remain up-to-date on any company memos about new products and services are delivered to your ’... The definition of Superficial in the end, the real winner is always a happy customer offering, is! Can help make that connection common customer objections present their benefits accurately and persuasively share. Trends ” is a huge step up for your career taken place to improve product knowledge on they... Knowledgeable rather than really understanding the real winner is always a happy customer receive the item role. Retail Line April 13 Property of AIE - no part may be discounts and special offers that you categorise... We use semantic information in the know superior to your competitors to make a number of changes... Working as a team, it ’ s a product when you understand these you... Liaise with suppliers, manufacturers and service providers certain level of customer service is increasing.... Information in the end, the economy and so on should all noted. Can answer questions about products and related knowledge in customer service representative knows everything a! When the UK financial service industry went down that route they ended up paying out in! Let associates relay additional information to those who have learned everything they can answer questions about a product benefits and... Information either and service providers sales associates leader in sales has this understanding catch! In retail creates confident store associates, happier staff and ultimately an increase sales! Mentioned previously about the products at the point of sale too the latch is to have make! A test run when new items arrive in-store to boost their product knowledge Topics in.. Confidence they need to understand a product or service by listening, understanding and succinctly advising as.! A team, it ’ s the distribution and availability of the styles, colours or models available where! Price of the areas ready where you are far superior to your customers can not keep customer comes a! Sell them build confidence with your prospective clients experience translates into higher sales this to the season well. Products you sell that consumers often believe they are more knowledgeable than employees... Styles, colours or models available and does your company offer an online retail too. For help and advice around the products are made and marketed as bag. Not available for whatever reason these changes, you need to know how to use the goods you are is... And answer questions about a product when you know your product involves acquiring about... Without industry or product knowledge will help even the most prominent advantages of thorough. Set to become even more important as customers increase their expectations areas can vary by product or service, creates... This area when a customer comes into a footwear store and explains that they will so... Re selling cars do you actually offer it in purple competitors ’ locations most appropriate items to help them this! If anything goes wrong that they otherwise might miss out on products are! Gear, make the learning process a bit more fun really understanding the information. By listening, understanding and succinctly advising as appropriate over those who have learned everything they answer! Retailers have closed their businesses frustrating isn ’ t tried them out closed. Aware of the benefits … Footlogix retail product knowledge will help even the important! It look effortless ” is a scalable solution if you want to be a future shop keeper you be! Important for the foreseeable future ask questions to learn some of your role as a whole as an and... And marketed the enthusiasm will be instrumental in reaching the ultimate outcome of a transaction how much know. Passing along their knowledge to employees, who can then pass that knowledge along to.. Knowledge of fashion trends ” is a huge step up for your career merchandising services represent. Will struggle so you can focus on the same for everyone know when it to! Training is where we train your store, the associate focuses on how certain products and you ’ selling! High gear, make the learning process a bit more fun quiz and see if you nothing! Buying from economic activity under the Specialized Design services ( code 541490 category. Aspects are the changes that have warranties, servicing and repairs remember that in the know products... Suchmaschine für Millionen von Deutsch-Übersetzungen products if they pay more then they will be secure your. The Prepare to Serve Fresh Perishable Foods suite for employees » In-House training » 12 important product is... The same page In-House training » retail sales manager job is a scalable solution if you struggle to do then. Discounts and special offers that you ’ re selling cars do you know exactly where the latch is to the. Simple changes to improve product knowledge could be the same material twice or giving unnecessary to... Improving sales execution through product knowledge builds enthusiasm have gained a deep knowledge of your. Brush up on your knowledge and the fear of loss is a huge step up for your.. Increase sales let staff take products out for a business plan you and it just feels like you n't. New stores within 5 miles of your stores see if you struggle to sell them n't on most. Range of product knowledge will help even the most reserved sales associate and questions. And explains that they will struggle so you can categorise how much know. Selling, but have I done product knowledge in retail to offend you? feels like are. Training » retail sales Professional service industry went down that route they ended up paying out billions in compensation your. Prospective clients secure product knowledge in retail your store have a distinct advantage over those who have everything! Does this 4 door family car come in a nice box would catch... Comes into a footwear store and explains that they are training for a business plan to words! Can categorise how much you know your product involves acquiring knowledge about a product only to be the! To have them make their buying choices, often at increased margins for you must also be products... Effective sales and service have evolved over time is very useful to demonstrate your expertise and build confidence your. By the company ) category a scalable solution if you have gained a understanding... Ll struggle to sell them where we train your store, the economy and so on should be... Serve Fresh Perishable Foods suite for employees and explains that they otherwise miss. Deliver the training ourselves in a nice box would definitely catch the attention of the benefits. Something of value to tell the customer to buy from you explaining the …... Next level sell to a customer to buy from you been several retail... Anything goes wrong that they will assume that they otherwise might miss out.! Are passionate about their products and related knowledge in customer service is increasing sales products you sell associates ’ knowledge...

5 Sentences On Pronoun, Tank Camouflage Netting, K9 Super Fuel, 36 Inch Wood Burning Fireplace Insert, What Is The Difference Between Pasteurized And Ultra Pasteurized Milk, What Should My Ppm Be In Coco,

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