It’s very frustrating isn’t it, and there are many things that can go wrong with this. Generally, the onboarding phase of retail sales training takes from 5-10 hours. When customers step through the door, they expect a certain level of customer service. Integrate training into your organizational culture so that employees seek training when they need it. 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 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. And there are many upsells that can take place at the point of sale too. 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. Product knowledge online training helps your sales force seal the deal. 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. Working our way up the ladder, next is the detailed level. 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. Teach sales professionals to understand their customers’ needs. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. For example, an organization may offer product knowledge training for executive management, sales, marketing and customer service roles. Your marketing department likely has a great deal of collateral on the products and services your company offers. We mentioned previously about the importance of understanding about your industry as a whole. Your knowledge and recommendations are sought after and you can lead training programmes for others. Know when to enforce rules and when to give employees room to be creative. 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. There is keen competition out there, so you must be aware of your competitor’s strengths and weaknesses. How to Train on Product Knowledge The problem is most sales training focuses on building sales skills. This is a scalable solution if you have hundreds of retail staff. 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. Therefore, it is vital that the retail staff have an in-depth knowledge of the product or service they are representing. 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. Search. Retail Product Knowledge Training Skin Biology Basics & MSKIN PRO Innovation . What Makes a Great Training Organization? The importance of your sales associate’s product knowledge and the in-store experience they provide your customers cannot be understated or overlooked. Is there a purse the same style and pattern as this bag? It is also important to remember that everything that you sell is now subject to legislation! Product training: In the retail industry, the familiarity of the staff with products is important as they deal with the customers directly. In this course, we will discuss beef primal and sub-primal cuts. It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. There are some retailers that have a very strong persuasion power that they can convince you to buy something you are sure you did not need. This is important for the customers as it is very important for the customer service agents and sales personnel. 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. 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. They skirt over the details and seem to rely on appearing knowledgeable rather than really understanding the real information they should be aware of. Each unit is worth one or two credits. It is important to get acquainted with the different types of animal carcass cuts. There may be discounts and special offers that you need to take into consideration and any special sales that are taking place. 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. Make sure product knowledge training is ongoing. Impressive presentation of the Product. After all, you don’t want to be making promises that you cannot keep. We can deliver the training ourselves in a workshop environment or within your stores. You will be able to explain to customers why meat cuts have different prices and how to prepare each cut for cooking. 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. Can I have a different mobile if I choose a 36 month contract? Product training is an important part of an organization’s success. If you want to be a future shop keeper you should be able to connect with your prospective clients. Unearthing Customer Needs During A Retail Sales Interaction. 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. Gain an NCFE qualification in retail knowledge. Product knowledge training is an essential component to a business’ success. 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 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. 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. You consistently provide extra advice and support to customers to help them make their buying choices, often at increased margins for you. Make sales training content and job aids available online and on multiple types of devices. Of all the training he received, not a single one was a one-off event or restricted to the classroom. If you’re selling cars do you know exactly where the latch is to open the bonnet? 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. Please share. 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. Details in these areas can vary by product or service offering, which can make quite a difference to your customers’ ultimate satisfaction. 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…. Customers are very much influenced by the reputation of the business they are buying from. So beware! 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. We recommend that you really get to understand the background and the history of your company. 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. Depending on the customer persona, the sales reps know which product to promote. Practice 2: Blending Classroom Training with Online Training. While sales skills are essential, they are only one side of a very important coin: capability. Home » In-House Training » Retail Sales Training » 12 Important Product Knowledge Topics In Retail Sales. 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. When your knowledge is up to date you should be able to avoid difficulties in this area. Pay attention to the rules and guidelines that you train employees on. 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. There can also be associated products that are available at special prices if bought together. 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. 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. 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. In order to be a successful salesperson, you need to be confident in your product. Product knowledge ensures that sales professionals can communicate effectively and enthusiastically, building trust and confidence in customer relationships. The packaging of the merchandise goes a long way in improving the brand value of the product. Work with them to make sure your sales professionals receive collateral that identifies customer needs and the products that will meet those needs. 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. And all of this is done without overloading people with information either. On-line Courses – Web-based retail training courses are a perfect way to consistently communicate your standards, practices, product knowledge, and retail sales training. Product knowledge training can transform employees from sellers to client partners. We can develop your retail sales staff and store managers to help them take their game to the next level. The most trusted source of information on the business of learning. When the UK financial service industry went down that route they ended up paying out billions in compensation. There’s much more to it than just understanding features and benefits. All of this is really important. You will be regarded by your peers as “the go to” person they come to for help and advice around the products. The challenge is to make them realistic. The Question \"How to Train Retail Employees\" Is Best Answered by 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. Remember if you struggle to do so then they will assume that they will struggle so you need to make it look effortless. 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. Knowing as much as possible about your products and services is a fundamental part of your role as a Retail sales Professional. Product training with emphasis toward product knowledge will be more effective in helping you deliver customer experiences that “Wow” before your competitors do. Are your competitors expanding? 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. Be up to speed with the latest information about everything because you’ll never know when it will come in handy. 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. Are they opening 3 new stores within 5 miles of your location? Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. Units include: Understanding the business of retail; Understanding customer service in the retail sector It’s rooted in the areas of Brand and Product Knowledge, Selling, Functional and Leadership Skills. 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. And narrow thinking doesn’t have a place in any retail … This video is about Product Knowledge 1. In order words, only those staff who deal with your customers directly. Product Training. 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. Would your connections like this too? The display of the products at the retail store must entice the customers. This knowledge includes information about the particular product they are selling but also the story behind the product – how it was made, what … Having a deep knowledge of how your products are made and put together can be very helpful. Instead of just selling a product, sales reps will be partnering with customers to solve their problems – a much more effective tactic. Often, when we think of sales training, what we are really thinking of is product knowledge training – educating sales and other professionals about a company’s products or services. 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. Publishing training content online also makes it easier to refresh when products are updated. You need to build sales knowledge so your team can speak fluently about: The customer needs you solve Product knowledge is generally the ability to acquire as much knowledge about a product being sold. 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. Product knowledge is the ability to communicate information and answer questions about a product or service. In fact, Dillard’s has discovered that every hour its associates spend on product training increases their sales rate by 5 percent. They are Superficial, detailed, expert and master. Another popular approach to our Retail Sales Training is where we train your store managers through a train the trainer programme. It may all seem a little daunting, but let’s look at it one by one and you will soon get the idea. You will be secure in your knowledge and your customers will have the confidence they need to be able to buy from you. And then there’s the distribution and availability of the product or service. Understand similar and complementary products. At this level your expertise has been expanded as you become a recognised leader in sales and service. So it doesn’t matter what you sell in…, 12 Important Product Knowledge Topics In Retail Sales. Stronger communication skills will allow a salesperson to recognize and adapt a sales presentation for the various types of customers. 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. 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. 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. But they also need the confidence that comes from a deep understanding of customer needs and their company’s offerings. You participate in webinars and attend trade shows voluntarily and you pro-actively liaise with suppliers, manufacturers and service providers. It’s also an important criteria for judging the quality of customer service in a company. Skip navigation Sign in. In this article, I’ll share 6 tips to develop a successful product knowledge online training … 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. “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. Does your product have any special manufacturing processes? 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! Knowing as much as possible about your products and services is a fundamental part of your role as a Retail sales Professional. 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. 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. This video is about Product Knowledge 1. That’s narrow thinking. How Product Knwoledge is built in retail training? Can they also receive the item quicker if they pay more? But how can you update your online training program on a regular basis to reflect the latest features and specs? It might seem obvious to know how to use the goods you are selling, but not everyone in sales has this understanding. Without understanding the needs of their customers, sales professionals will be unable to identify which solutions they can offer to meet those needs. Understand customer service in the retail sector. If you’re selling pushchairs can you open and close them easily and be able to demonstrate this to the customer? 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? Strengthens Communication Skills. Explore the retail selling process. It’s achieved more by listening, understanding and succinctly advising as appropriate. Integrate training into your organizational culture so that employees seek training when they need it. The employees should have full knowledge on new products so that they can satisfy the customer needs. 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. 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 You can do this because you have gained a deep understanding of what customers really need. In this course, we will talk about pork primal and subprimal cuts. You study relevant literature and industry publications. Product knowledge gives us courage. Also be aware of the options that are currently not available for whatever reason. A product kept in a nice box would definitely catch the attention of the customers. You will contribute to product and service development, making suggestions on how they are made and marketed. You need to be really up on all of the styles, colours or models available. 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. What Do Our Retail Customers Expect From Us? Does this 4 door family car come in a coupe option? You can categorise how much you know into 4 levels of knowledge. 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. So make sure that you fully understand how your products and services are delivered to your customers if this is an option. There’s no need to reinvent the wheel when you have experts already in your company! 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. 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. 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 training must also be consistent, engaging and customised. If you’re aware of the areas where they have an advantage over you then you can plan your response accordingly. Team members can complete them between customers in a self-directed manner and you can track results via the web. Microlearning helps employees process and retain information, and limiting modules to a single topic can prevent cognitive overload. View a Sample Customer Service Training Course. There are a wide range of product knowledge areas that will be instrumental in reaching the ultimate outcome of a transaction. Level your expertise and build confidence with your customers ’ ultimate satisfaction be so... 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Sellers to client partners Gain an NCFE qualification in retail sales training takes from 5-10 hours talk about primal! To know how to train on product training is an option by product or.! Identify which solutions they can offer to meet those needs example, an organization ’ s strengths and.. Of animal carcass cuts PRO Innovation salesperson to recognize and adapt a sales presentation the!