This knowledge will cover how products work, what they are made of, how they are used, ranges and options and limitations versus benefits. Product knowledge training can transform employees from sellers to client partners. Explore the retail selling process. Make sure product knowledge training is ongoing. Microlearning helps employees process and retain information, and limiting modules to a single topic can prevent cognitive overload. The product knowledge phase should allow about 10 hours for the top 25 SKUs. 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. 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? 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. Product training: In the retail industry, the familiarity of the staff with products is important as they deal with the customers directly. 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. Retail Product Knowledge Training Skin Biology Basics & MSKIN PRO Innovation . Team members can complete them between customers in a self-directed manner and you can track results via the web. 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. In this course, we will discuss beef primal and sub-primal cuts. To be successful, sales professionals need the selling skills to communicate value and close deals. Product knowledge & sales training at Wranx can give your team the right tools to perform to their full potential and improve your bottom line. Gain an NCFE qualification in retail knowledge. Certified Professional in Training Management (CPTM™), Managing Learning Technologies Certificate, The Business of Corporate Training Landscape. We mentioned previously about the importance of understanding about your industry as a whole. 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. “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. Customer service training and product knowledge training are excellent candidates for branching scenarios. Is there a purse the same style and pattern as this bag? Pay attention to the rules and guidelines that you train employees on. You need to know all of the options here. Make sure product knowledge training is ongoing. View a Sample Customer Service Training Course. Perspectives and expertise by and for learning leaders. If you’re aware of the areas where they have an advantage over you then you can plan your response accordingly. You participate in webinars and attend trade shows voluntarily and you pro-actively liaise with suppliers, manufacturers and service providers. 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. All of this is really important. 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 recommend that you really get to understand the background and the history of your company. 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. And then there’s the distribution and availability of the product or service. In addition to that if the same lady wanted the dress in purple, do you actually offer it in purple? In this course, we will talk about pork primal and subprimal cuts. 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. 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. Working our way up the ladder, next is the detailed level. 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. In order to be a successful salesperson, you need to be confident in your product. 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. In closing and to reiterate the importance of … There’s no need to reinvent the wheel when you have experts already in your company! Have you ever been a sold a product only to be let down on the delivery? The most trusted source of information on the business of learning. Are your competitors expanding? 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. Knowing as much as possible about your products and services is a fundamental part of your role as a Retail sales Professional. Product knowledge is essential to run the meat department smoothly. Product knowledge is crucial to building effective sales and also developing your skills and expertise. Understand customer service in the retail sector. Look at some of these findings from a recent survey by Tulip Retail*: 83% believe they are more knowledgeable than retail store associates If you want to be a future shop keeper you should be able to connect with your prospective clients. Skip navigation Sign in. And there are many upsells that can take place at the point of sale too. You consistently provide extra advice and support to customers to help them make their buying choices, often at increased margins for you. 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. Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. 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. Integrate training into your organizational culture so that employees seek training when they need it. 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 all of this is done without overloading people with information either. We can develop your retail sales staff and store managers to help them take their game to the next level. A helpful aid in enthusiasm is knowing exactly what you're talking about. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. You are starting to become a sales leader as your advice is sought after; and you are able to help train your colleagues too. Unearthing Customer Needs During A Retail Sales Interaction. Are they opening 3 new stores within 5 miles of your location? What Makes a Great Training Organization? Some of your clients will want assurances and the peace of mind knowing that if anything goes wrong that they will be covered. When customers step through the door, they expect a certain level of customer service. They skirt over the details and seem to rely on appearing knowledgeable rather than really understanding the real information they should be aware of. • 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. 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. 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. 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. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. Investigate the development of personal and team effectiveness in a retail … Award in Retail Knowledge; Certificate in Retail Knowledge. 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. Ask questions to learn their preferences and needs and then you can focus on the most appropriate items to help the customer decide. It may all seem a little daunting, but let’s look at it one by one and you will soon get the idea. How to Train on Product Knowledge The problem is most sales training focuses on building sales skills. Other key aspects are the changes that have taken place to improve its performance and benefits. Work with them to make sure your sales professionals receive collateral that identifies customer needs and the products that will meet those needs. In fact, Dillard’s has discovered that every hour its associates spend on product training increases their sales rate by 5 percent. You can take courses and brush up on your knowledge when there is down time in your store. Product knowledge training must also be consistent, engaging and customised. In this article, I’ll share 6 tips to develop a successful product knowledge online training … 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. On-line Courses – Web-based retail training courses are a perfect way to consistently communicate your standards, practices, product knowledge, and retail sales training. And the fear of loss is a very influential factor that you need to take into consideration when you sell. When your knowledge is up to date you should be able to avoid difficulties in this area. We can deliver the training ourselves in a workshop environment or within your stores. When the UK financial service industry went down that route they ended up paying out billions in compensation. You can categorise how much you know into 4 levels of knowledge. 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. Instead of just selling a product, sales reps will be partnering with customers to solve their problems – a much more effective tactic. Improve Retail Employee Product Knowledge And Productivity. If you sell goods that have warranties, servicing and repairs remember that what you are selling is peace of mind. Product training is an important part of an organization’s success. Use role-plays, simulations, game mechanics and other techniques to provide opportunities for sales professionals to apply their product knowledge in real-life situations. 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’s achieved more by listening, understanding and succinctly advising as appropriate. Chunk training content into bite-sized pieces: one module per product or service. 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…. This knowledge includes information about the particular product they are selling but also the story behind the product – how it was made, what … Impressive presentation of the Product. Be up to speed with the latest information about everything because you’ll never know when it will come in handy. The display of the products at the retail store must entice the customers. To Summarise. This is important for the customers as it is very important for the customer service agents and sales personnel. You must thoroughly understand your terms. In business, product knowledge is all the above…and more. Teach sales professionals to understand their customers’ needs. You can do this because you have gained a deep understanding of what customers really need. It is also important to remember that everything that you sell is now subject to legislation! Does this 4 door family car come in a coupe option? So it doesn’t matter what you sell in…, 12 Important Product Knowledge Topics In Retail Sales. Short, bite-sized videos can demonstrate products or services quickly and effectively, providing a concrete, visual memory for salespeople to draw on later. Your knowledge and recommendations are sought after and you can lead training programmes for others. Publishing training content online also makes it easier to refresh when products are updated. So beware! The important aspect product training included is knowledge of customer personas. There are a wide range of product knowledge areas that will be instrumental in reaching the ultimate outcome of a transaction. It can give you the edge as an expert and also help you to guide the customer. MTD Sales Training | Image courtesy of Big Stock Photo. There can also be associated products that are available at special prices if bought together. 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. Programmes for others has discovered that every hour its associates spend on product training increases their sales rate 5... 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