This is a scalable solution if you have hundreds of retail staff. If you’re aware of the areas where they have an advantage over you then you can plan your response accordingly. When you understand these properly you can often help the customer to make a good buying choice that they otherwise might miss out on. Practice 2: Blending Classroom Training with Online Training. It may all seem a little daunting, but let’s look at it one by one and you will soon get the idea. This authority that you have gained will help you deal with more difficult questions from customers with assurance and greater confidence. Below I’ve categorised the product knowledge that you’ll need into 12 main areas. This 1 day course is intended for individuals dealing with the selling and promotion of products through customer interaction in a wholesale and retail environment. Your knowledge and recommendations are sought after and you can lead training programmes for others. So it doesn’t matter what you sell in…, 12 Important Product Knowledge Topics In Retail Sales. And then there’s the distribution and availability of the product or service. 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. Your marketing department likely has a great deal of collateral on the products and services your company offers. Want to improve your retail sales skills? Maybe a potential customer has heard of problems or drawbacks that have since been addressed by the manufacturers or providers. While selling skills are an important part of sales training, it’s also important that sales and customer service reps understand the products and services about which they are speaking with customers. Customer service training and product knowledge training are excellent candidates for branching scenarios. 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. This knowledge will cover how products work, what they are made of, how they are used, ranges and options and limitations versus benefits. In order to be a successful salesperson, you need to be confident in your product. And does your company offer an online retail experience too? 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. 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. Gain an NCFE qualification in retail knowledge. 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. 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. 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. And narrow thinking doesn’t have a place in any retail … 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. We can develop your retail sales staff and store managers to help them take their game to the next level. If you want to be a future shop keeper you should be able to connect with your prospective clients. Other key aspects are the changes that have taken place to improve its performance and benefits. Pairing Sales Enablement Technology and Training Content for Continuous Learning. 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. They then go back their stores and train their retail sales teams. After all, you don’t want to be making promises that you cannot keep. 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. Good discovery skills are essential if you are to reach the top level of retail sales: being recognised as a trusted advisor by your customers. It’s achieved more by listening, understanding and succinctly advising as appropriate. If you sell goods that have warranties, servicing and repairs remember that what you are selling is peace of mind. Strengthens Communication Skills. Know when to enforce rules and when to give employees room to be creative. Remember if you struggle to do so then they will assume that they will struggle so you need to make it look effortless. How to Train on Product Knowledge The problem is most sales training focuses on building sales skills. The Question \"How to Train Retail Employees\" Is Best Answered by When customers step through the door, they expect a certain level of customer service. 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. How Product Knwoledge is built in retail training? You must thoroughly understand your terms. 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. When your knowledge is up to date you should be able to avoid difficulties in this area. On-line Courses – Web-based retail training courses are a perfect way to consistently communicate your standards, practices, product knowledge, and retail sales training. 5. 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. Look at some of these findings from a recent survey by Tulip Retail*: 83% believe they are more knowledgeable than retail store associates Product knowledge builds enthusiasm. To Summarise. This video is about Product Knowledge 1. Units include: Understanding the business of retail; Understanding customer service in the retail sector You will be regarded by your peers as “the go to” person they come to for help and advice around the products. 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. So, when we develop branching scenarios for retail sales associates, we use real-life scenarios and responses from store associates. Does your product have any special manufacturing processes? While sales skills are essential, they are only one side of a very important coin: capability. Product knowledge & sales training at Wranx can give your team the right tools to perform to their full potential and improve your bottom line. Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. Skip navigation Sign in. You need to build sales knowledge so your team can speak fluently about: The customer needs you solve Product knowledge online training helps your sales force seal the deal. You will be able to explain to customers why meat cuts have different prices and how to prepare each cut for cooking. It is important to get acquainted with the different types of animal carcass cuts. You can categorise how much you know into 4 levels of knowledge. You can do this because you have gained a deep understanding of what customers really need. Details in these areas can vary by product or service offering, which can make quite a difference to your customers’ ultimate satisfaction. At this level your expertise has been expanded as you become a recognised leader in sales and service. Each unit is worth one or two credits. A helpful aid in enthusiasm is knowing exactly what you're talking about. In business, product knowledge is all the above…and more. And the fear of loss is a very influential factor that you need to take into consideration when you sell. This knowledge includes information about the particular product they are selling but also the story behind the product – how it was made, what … The other side of the coin is sales knowledge. There can also be associated products that are available at special prices if bought together. Publishing training content online also makes it easier to refresh when products are updated. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. There’s no need to reinvent the wheel when you have experts already in your company! It is also important to remember that everything that you sell is now subject to legislation! View a Sample Customer Service Training Course. 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. 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. Product Training. 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. When the UK financial service industry went down that route they ended up paying out billions in compensation. Provide product refresher training. Have you ever been a sold a product only to be let down on the delivery? Without understanding the needs of their customers, sales professionals will be unable to identify which solutions they can offer to meet those needs. Product knowledge training can transform employees from sellers to client partners. 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. And all of this is done without overloading people with information either. 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. You study relevant literature and industry publications. Instead of just selling a product, sales reps will be partnering with customers to solve their problems – a much more effective tactic. Product training with emphasis toward product knowledge will be more effective in helping you deliver customer experiences that “Wow” before your competitors do. 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. In order words, only those staff who deal with your customers directly. In this article, I’ll share 6 tips to develop a successful product knowledge online training … Another popular approach to our Retail Sales Training is where we train your store managers through a train the trainer programme. Short, bite-sized videos can demonstrate products or services quickly and effectively, providing a concrete, visual memory for salespeople to draw on later. 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. Chunk training content into bite-sized pieces: one module per product or service. Impressive presentation of the Product. Generally, the onboarding phase of retail sales training takes from 5-10 hours. To be successful, sales professionals need the selling skills to communicate value and close deals. 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. Integrate training into your organizational culture so that employees seek training when they need it. You consistently provide extra advice and support to customers to help them make their buying choices, often at increased margins for you. 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. Improve Retail Employee Product Knowledge And Productivity. This is at the very top of the product knowledge tree! Teach sales professionals to understand their customers’ needs. We recommend that you really get to understand the background and the history of your company. 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! Product knowledge gives us courage. The most trusted source of information on the business of learning. All of this is really important. 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 there are many upsells that can take place at the point of sale too. You need to know all of the options here. 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 may sound like you know everything but this is really the minimum level of knowledge needed to provide a basic service to your customers. 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. Also be aware of the options that are currently not available for whatever reason. Product knowledge is the ability to communicate information and answer questions about a product or service. Integrate training into your organizational culture so that employees seek training when they need it. But they also need the confidence that comes from a deep understanding of customer needs and their company’s offerings. Or if certain products were recalled off the shelves because they were faulty – then you need to be in the know. Award in Retail Knowledge; Certificate in Retail Knowledge. 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 retail, that could mean remembering and appreciating repeat customers, forging a local connection with shoppers, putting your product knowledge to good use, and more. So beware! If you’re selling cars do you know exactly where the latch is to open the bonnet? What Makes a Great Training Organization? Make sales training content and job aids available online and on multiple types of devices. It might seem obvious to know how to use the goods you are selling, but not everyone in sales has this understanding. 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 also means they can answer questions on the spot and overcome common customer objections. In closing and to reiterate the importance of … 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. Perspectives and expertise by and for learning leaders. 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. 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. Understand similar and complementary products. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. 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. 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. The display of the products at the retail store must entice the customers. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. It’s rooted in the areas of Brand and Product Knowledge, Selling, Functional and Leadership Skills. 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. There’s much more to it than just understanding features and benefits. 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. 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. Pay attention to the rules and guidelines that you train employees on. 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. Explore the retail selling process. Team members can complete them between customers in a self-directed manner and you can track results via the web. Product knowledge training is an essential component to a business’ success. Unearthing Customer Needs During A Retail Sales Interaction. UnderstandinEVOLUTIONg how your products and service have evolved over time is very useful to demonstrate your expertise and build confidence with your customers. A product kept in a nice box would definitely catch the attention of the customers. You are starting to become a sales leader as your advice is sought after; and you are able to help train your colleagues too. Stay up to date on the latest articles, webinars and resources for learning and development. 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…. Therefore, it is vital that the retail staff have an in-depth knowledge of the product or service they are representing. It’s the peace of mind knowing that if something goes wrong then the customer will not be forking out hundreds to fix it. You will contribute to product and service development, making suggestions on how they are made and marketed. For example, an organization may offer product knowledge training for executive management, sales, marketing and customer service roles. 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. There may be discounts and special offers that you need to take into consideration and any special sales that are taking place. So make sure that you fully understand how your products and services are delivered to your customers if this is an option. We can deliver the training ourselves in a workshop environment or within your stores. In fact, Dillard’s has discovered that every hour its associates spend on product training increases their sales rate by 5 percent. 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. And if there was a safety issue with a car in the past and this has now been fixed, again, you need to know this. What Do Our Retail Customers Expect From Us? 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