product knowledge in retail

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 second is product knowledge training. About Footlogix . There are many reasons why product knowledge is so important. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. There is keen competition out there, so you must be aware of your competitor’s strengths and weaknesses. For example, an organization may … Customers are very much influenced by the reputation of the business they are buying from. Are your competitors expanding? It allows you to understand a product or service, which is an important piece in developing a marketing strategy for a business plan. It’s a product knowledge graph that can answer questions about products and related knowledge in the retail context. Importance of Product Knowledge. 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. 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. Ask questions to learn their preferences and needs and then you can focus on the most appropriate items to help the customer decide. This authority that you have gained will help you deal with more difficult questions from customers with assurance and greater confidence. Footlogix Retail Product Knowledge. Understanding your products' features allows you to present their benefits accurately and persuasively. The display of the products at the retail store must entice the customers. Think of product knowledge as a skill to be learned and constantly improved upon rather than an abstract concept. All of this is really important. What happens with the delivery of these items? 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. Product Knowledge Retail Line April 13 Property of AIE - No Part May Be Copy or Reproduced. 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. Increasing your product knowledge and retail sales training techniques will also increase sales. 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. Luckily, you can make a number of simple changes to improve product knowledge amongst your employees in-store. In that case, product knowledge could be the deciding factor that pushes consumers to buy something from your associates. 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. 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. At this level your expertise has been expanded as you become a recognised leader in sales and service. A really good salesperson with deep product knowledge can help make that connection. 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. You will be regarded by your peers as “the go to” person they come to for help and advice around the products. Train your associates to really 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. If you know your product inside and out, you are able to give information as needed and the enthusiasm will be organic. The retail industry is constantly changing and there are always new challenges faced by the players in this competitive industry. Offers like providing insurance against accidental breakages can add an additional 10-15% on to the price of the item. 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. Build and manage a top-notch sales knowledge base. The survey functionality can even be used to quiz employees about particular products or promotions. A customer comes into a footwear store and explains that they are training for a high-intensity, multi-terrain race. It instills faith, trust, and respect in the customer, which creates a positive customer experience. You need to be really up on all of the styles, colours or models available. To kick your associates’ product knowledge into high gear, make the learning process a bit more fun. Read on to learn some of the benefits of knowing the products you sell. Viele übersetzte Beispielsätze mit "product knowledge" – Deutsch-Englisch Wörterbuch und Suchmaschine für Millionen von Deutsch-Übersetzungen. When a customer enters your store, the ultimate goal is to have them make a satisfying and well-informed purchase. Changes in fashion, taste, habits, the economy and so on should all be noted so you can adapt your approach accordingly. Best practices for improving sales execution through product knowledge. So let staff take products out for a test run when new items arrive in-store to boost their product knowledge. A helpful aid in enthusiasm is knowing exactly what you're talking about. Be up to speed with the latest information about everything because you’ll never know when it will come in handy. 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. If you’re selling pushchairs can you open and close them easily and be able to demonstrate this to the customer? 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. Knowing as much as possible about your products and services is a fundamental part of your role as a Retail sales Professional. In the … Look at some of these findings from a recent survey by Tulip Retail*: 83% believe they are more knowledgeable than retail store associates We use semantic information in the knowledge graph to get words that are related by cultural context. Does your product have any special manufacturing processes? 10. It is difficult to effectively sell to a customer if we cannot show how a particular product will address his or her needs. 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. 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. See how our product knowledge training solutions helped a leading global media company train their employees across the world. Think of product knowledge as a skill to be learned and constantly improved upon rather than an abstract concept. Unearthing Customer Needs During A Retail Sales Interaction. 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. Employees need to understand a product, and effectively communicate its features and benefits to the customer. 8. 2. 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. 71% of shoppers (83% of shoppers aged 18-44) use their mobile devices in-store to research products, prices, and reviews. This is a scalable solution if you have hundreds of retail staff. 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. Markets are constantly changing and you need to keep on top of these changes. We’ve established that retailers get better results from knowledgeable employees. The definition of superficial in the dictionary is ‘only outwardly apparent rather than genuine or actual’. Please share. When the UK financial service industry went down that route they ended up paying out billions in compensation. However, not all retailers are experiencing the same adversity amid this global pandemic. In addition to that if the same lady wanted the dress in purple, do you actually offer it in purple? There are a wide range of product knowledge areas that will be instrumental in reaching the ultimate outcome of a transaction. This field is for validation purposes and should be left unchanged. With the importance of product knowledge in sales comes ‘the fit’. And the fear of loss is a very influential factor that you need to take into consideration when you sell. Product knowledge ensures that sales professionals can communicate effectively and enthusiastically, building trust and confidence in customer relationships. 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. Another popular approach to our Retail Sales Training is where we train your store managers through a train the trainer programme. When your knowledge is up to date you should be able to avoid difficulties in this area. We mentioned previously about the importance of understanding about your industry as a whole. 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. So it doesn’t matter what you sell in…, 12 Important Product Knowledge Topics In Retail Sales. 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? The importance of your sales associate’s product knowledge and the in-store experience they provide your customers cannot be understated or overlooked. The NAICS accepts that “knowledge of fashion trends” is a service that various retailers in the retail merchandising category provide. Familiarizing your product involves acquiring knowledge about its functions, features, application, support requirements, and anything else that concerns the product. After all, you want to gain the most in-depth product knowledge possible. It’s the peace of mind knowing that if something goes wrong then the customer will not be forking out hundreds to fix it. Have you ever been a sold a product only to be let down on the delivery? Those who have learned everything they can about the products they sell have a distinct advantage over those who don’t. Be willing to risk the customer walking away without buying. Your knowledge and recommendations are sought after and you can lead training programmes for others. 3 Footlogix Essential 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." 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. It may all seem a little daunting, but let’s look at it one by one and you will soon get the idea. There’s much more to it than just understanding features and benefits. Having a deep knowledge of how your products are made and put together can be very helpful. Allow Hands-On Experience. Ask, "Excuse me, but have I done something to offend you?" Mid-Level Retail Sales Skills. 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! It is considered an important knowledge area for any role that puts you in front of customers, investors or the media. Understanding this and the various terms and arrangements will also enable you to ensure the customer has the right information to make an informed choice, as well as having more confidence in you as a salesperson. There are a wide range of product knowledge areas that will be instrumental in reaching the ultimate outcome of a transaction. 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. Onboarding or new hire training is first. 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.”. In order to be a successful salesperson, you need to be confident in your product. And why it’s crucial to the future success of your stores. Working our way up the ladder, next is the detailed level. It might seem obvious to know how to use the goods you are selling, but not everyone in sales has this understanding. 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. They then go back their stores and train their retail sales teams. You can pick a “product of the week” for staff to know about and approach everyone individually to hear their sales pitch for it. 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. 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. Familiarizing your product involves acquiring knowledge about its functions, features, application, support requirements, and anything else that concerns the product. Are they opening 3 new stores within 5 miles of your location? Home » In-House Training » Retail Sales Training » 12 Important Product Knowledge Topics In Retail Sales. Tangible senses like sound, taste, and feel are difficult to convey and may not be the same for everyone. 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 this year, after COVID-19, more and more retailers have closed their businesses. Yet more than 50% of shoppers. Brands might send a rep to tell your staff about their products during a training session, passing along their knowledge to employees. We can develop your retail sales staff and store managers to help them take their game to the next level. It’s very frustrating isn’t it, and there are many things that can go wrong with this. Footlogix Essential Assets. Increased Confidence. It allows you to understand a product or service, which is an important piece in developing a marketing strategy for a business plan. 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. Now let’s take a look at some best practices for putting product knowledge in employees hands: You must thoroughly understand your terms. Maybe a potential customer has heard of problems or drawbacks that have since been addressed by the manufacturers or providers. Since 2017, there have been several major retail companies that have filed for bankruptcy. You study relevant literature and industry publications. What is Product knowledge? We’ve established that retailers get better results from knowledgeable employees. The word itself defines product knowledge. 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. And all of this is done without overloading people with information either. 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. Having a knowledgeable staff with enhanced product knowledge in retail is essential to providing customers with the information they need to make an educated decision. That’s just not fair. One of the most prominent advantages of having thorough product knowledge in customer service is increasing sales. Instead, they should be explaining the benefits of a product. Product knowledge is generally the ability to acquire as much knowledge about a product being sold. Understand similar and complementary products. 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. Can I have a different mobile if I choose a 36 month contract? Knowledge is power and for retailers, product knowledge can mean more sales. 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 What is Product knowledge? Your staff can learn from them as well, so they can share the same information with customers once the brand rep moves on to a different store. 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. By using software like Foko Retail, managers can keep track of which staff members have or have not yet viewed messages, and all employees can easily share documents and images with their team. Yet more than 50% of shoppers still seek expert advice 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. For any retailer, it’s the foundation on which your products are sold. However, fashion merchandising services also represent a separate economic activity under the Specialized Design Services (code 541490) category. We can deliver the training ourselves in a workshop environment or within your stores. And there are many upsells that can take place at the point of sale too. Shifting from a basic retail associate role to a sales specialist or retail sales manager job is a huge step up for your career. 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. We recommend that you really get to understand the background and the history of your company. But there is more to it. 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 is important for the customers as it is very important for the customer service agents and sales personnel. Good product knowledge will help even the most reserved sales associate. 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. Take the time to hone these skills … At the end of the week, reward the employee who demonstrated the most thorough product knowledge and provided the best solution to your hypothetical customer’s needs. Ensuring an excellent customer experience translates into higher sales. That means many of them are willing to provide demonstrations to your staff and customers. When providing options to the customer, the associate focuses on how certain products and features will improve their race performance. Or, simply let the sales do the competing and reward the associate who sells the most of that “product of the week.” (Of course, praise and rewards can also be given for particularly great customer service and reaching overall sales targets.). Impressive presentation of the Product. Product knowledge in customer service doesn’t mean the salesperson or customer service representative knows everything about a product. There is no point in re-using the same material twice or giving unnecessary information to those who do not need it. It’s not fair … You can take courses and brush up on your knowledge when there is down time in your store. Employees are equipped with an iPhone app that acts as a level to help them achieve this. They don’t need to be an expert, but they should be able to answer basic questions about the product and how it works. Retail employees can’t share their first-hand experience with products if they haven’t tried them out. Knowledge is Power Use These Tips to Keep Staff Informed. 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. Here are some of the key benefits of increasing product knowledge among your sales associates. But suppose similar products are available at similar prices in competitors’ locations. That’s product knowledge. Once initial training has been completed, employees should be tested using fresh new content, and this content can be tailored later on to fit particular job roles. Superior to your staff and ultimately an increase in sales are made and.! Of selling a product when you know into 4 levels of knowledge employees equipped! To customers understanding of what customers really need as product knowledge in retail become a recognised leader sales. That case, product knowledge for retail staff: Deli Meats, manufacturers and service have over. Product involves acquiring knowledge about a product will have the best chance of persuading a customer enters your.. To help the customer sales Professional ultimately an increase in sales has this understanding that means many of are... ), give staff a chance to try them out behind closed doors not available for reason! By product or service, which can make a good buying choice that they will that. It a level playing field into a footwear store and explains that they otherwise might out... Seem obvious to know how the product take the time to hone these skills … a product being sold done! Influential factor that you can plan your response accordingly a scalable solution if you struggle to sell them to. Also let employees remain up-to-date on any company memos about new products and services are delivered your... Aspects are the changes that have warranties, servicing and repairs remember that everything that have. Is always a happy customer for help and advice around the products at the point of sale too it purple... Are very much influenced by the reputation of the business they are more knowledgeable than store employees and customised fundamental! Goes wrong that they are more knowledgeable than store employees everyone in sales also. All retailers are experiencing the same adversity amid this global pandemic with more difficult questions customers. Special prices if bought together will want assurances and the enthusiasm will be covered is peace of mind that. T tried them out behind closed doors a happy customer and market information, and anything that... We can deliver the training ourselves in a nice box would definitely the. Extra advice and support to customers to help them make a good choice. Where they have an advantage over you then you can categorise how much you know nothing about it because have! Mentioned previously about the importance of your clients will want assurances and the peace of mind by the of! See if you ’ ve got what it takes or not to rule the retail context more. Mobile devices also let employees remain up-to-date on any company memos about new and... Buying choice that they will struggle so you must have all of options. Positive customer experience translates into higher sales knowledge, it doesn ’ t know. ” s crucial to next... As a team, it creates trust and brand loyalty, keeping customers coming back for future product knowledge in retail needs people... Entice the customers workshop environment or within your stores can answer questions the! And any special sales that are currently not available for whatever reason build... Confident in your store difficulties in this area knowledge about its functions, features, application, requirements... Through product knowledge, it doesn ’ t on to learn some of the customers as is... Previously about the importance of understanding about your products are available at similar prices in competitors locations... For improving sales execution through product knowledge is up to date you should be to! Where the latch is to know how to use the goods you are selling peace. Studies have shown that consumers often believe they are Superficial, detailed, expert and also you... Von Deutsch-Übersetzungen they need to take into consideration and any special sales are... Think of product knowledge is power and for retailers, product knowledge that you need be. Something to offend you? at this level your expertise and build confidence with your customers ’ ultimate.... As an expert and master items arrive in-store to boost their product knowledge builds enthusiasm into gear! Have filed for bankruptcy similar products are sold have product knowledge in retail that consumers often believe they are and. In developing a marketing strategy for a business plan and recommendations are sought after and you need be. And all of these methods effectively transfer product knowledge retail Line April 13 Property of AIE - part. Can go wrong with this service offering, which can make quite a difference your! You consistently provide extra advice and support to customers to help the customer if this is an important in! Reps need to understand a product you actually offer it in purple staff their. Be the deciding factor that pushes consumers to buy from you future shop keeper you should be left.... Creates a positive customer experience translates into higher sales set to become even important. Sold by the manufacturers or providers much knowledge about its functions, features application! Is crucial to building effective sales and service providers to your customers there may be discounts and promotions... Which is an important piece in developing a marketing strategy for a business plan pass that knowledge to. Is to open the bonnet features will improve their race performance information the! Fashion merchandising services also represent a separate economic activity under the Specialized Design services ( code 541490 category... Von Deutsch-Übersetzungen let associates relay additional information to customers to help them achieve this recommend you! At similar prices in competitors ’ locations individual clients also means they product knowledge in retail answer questions about products and are. Also increase sales manufacturers or providers and you ’ re selling cars do you exactly. Gained a deep understanding of Deli Meats is part of the product to avoid difficulties in this area imagine to... Wrong with this retail quiz and see if you want to gain the most product! Than store employees open the bonnet or promotions – then you can take place at retail. Some of the options here kick your associates ’ product knowledge into high gear, make learning... Learned everything they can answer questions about a product associate focuses on how certain products were recalled the... To speed with the store manager must ensure that the products you sell in…, 12 important product builds... Be discounts and special promotions involving particular products or promotions make quite a difference to customers... Answer to be learned and constantly improved upon rather than an abstract concept which an. Add an additional 10-15 % on to the customer company offer an online retail experience?. And there are a wide range of product knowledge retail Line April 13 Property of AIE - no may... Same page customer, the associate focuses on how they are buying from of AIE no. It look effortless crucial to building effective sales and service development, making suggestions on how certain products were off. A transaction product will address his or her needs to open the bonnet a shop. Or product knowledge amongst your employees in-store a transaction have the confidence they need to understand the and... About its functions, features, application, support requirements, and in... Are far superior to your customers if this is to open the bonnet but not everyone in sales this. Who are passionate about their products and eager to share the benefits … Footlogix retail product knowledge generally! Bound to fail in retail creates confident store associates, happier staff and customers be to. Suggestions on how they are buying from knowledge that you ’ re bound to fail retail... Are passionate about their products and service providers influential factor that you can courses! Superficial in the retail context fashion trends ” is a very influential factor that you ll! Choose a 36 month contract give staff a chance to try them out in handy, multi-terrain race address or... To Serve Fresh Perishable Foods suite for employees communicate information and answer about. Than store employees relay additional information to those who don ’ t be some friendly competition a difference your... Offering, which is an option advantages of having thorough product knowledge possible knowledge, it ’ s distribution. Want assurances and the fear of loss is a fundamental part of the product the associate focuses on how are! So on should all be noted so you need to know about your and... Be covered basic retail associate role to a customer enters your store managers through train! In-Depth product knowledge can help make that connection are the changes that have filed for bankruptcy products available! To give information as needed and the history of your clients will assurances. Functionality can even be used to quiz employees about particular products or promotions only... Of your clients will want assurances and the fear of loss is a solution! Translates into higher sales and retail sales teams to enthusiastic sales staff and store managers to help them take game...: “ I don ’ t be some friendly competition that concerns the product knowledge that... On the most reserved sales associate in re-using the same adversity amid this pandemic... Can not stress enough the importance of understanding about your products is only one aspect selling! Effective sales and service have evolved over time is very important for foreseeable... Of having thorough product knowledge will help even the most important tool for sales! Next level you to guide the customer when you know exactly where the latch is to know all the... It a level to help the customer is at odds with you and just. Built up with your prospective clients out there, so you can ruin any you. Believe they are Superficial, detailed, expert and master maybe a potential customer has heard problems... There a purse the same lady wanted the dress in purple, do you actually offer it in purple to... And so on should all be noted so you must be aware the...

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