This lesson reviews the key product knowledge concepts you've learned this week. You'll solidify your understanding through quizzes, exercises, and practical scenarios. We'll also explore how to continuously learn and stay updated on product information.
Let's quickly recap what we've covered. Remember the importance of knowing both the features (what the product is) and the benefits (what the product does for the customer). For example, a feature of a smartphone might be a 12MP camera, while the benefit is the ability to capture high-quality photos and videos. Think about the key products you’ve focused on this week: [Insert Product A] and [Insert Product B]. What are their core features and the corresponding customer benefits? For instance, [Insert Product A - Feature] provides the benefit of [Insert Product A - Benefit]. Similarly, [Insert Product B - Feature] allows the customer to experience [Insert Product B - Benefit].
A vital aspect of product knowledge is connecting customer needs with product features and benefits. This is where active listening and asking clarifying questions become crucial. For example, if a customer says they're looking for a durable phone, and you know that [Product C] is known for its durability (feature), you'd highlight the impact: 'This phone is built to withstand daily wear and tear, so you can be sure it’ll last (benefit).'
Product lines change, new products arrive, and customer needs evolve. It's essential to stay current. Strategies for continuous learning include: reading product manuals, attending training sessions, using the product yourself, and actively seeking feedback from customers and colleagues. Always ask the customer what other features would have been helpful for them to ensure you're gaining valuable information about the product and/or customer preferences.
Explore advanced insights, examples, and bonus exercises to deepen understanding.
Welcome back! This session builds upon the core concepts you've learned this week, offering a deeper dive into product knowledge and its application in real-world scenarios. Let's enhance your understanding and sales prowess!
Understanding product features and benefits is fundamental. However, successful sales associates go beyond this. Consider these aspects:
By mastering these areas, you'll move from a product presenter to a trusted advisor.
Choose a product you're familiar with. Research two of its competitors. Create a chart comparing features, benefits, price, and target audience. Highlight your product's key differentiators.
Role-play with a colleague or friend. One person plays a potential customer, raising common objections (e.g., "It's too expensive," "I don't need this feature," "I can get it cheaper elsewhere"). The other uses their product knowledge to address the objections and provide persuasive responses.
Product knowledge isn't just for the sales floor. It's a valuable skill in many aspects of life:
Create a short presentation (3-5 minutes) about your product or a product you are interested in. Present this presentation to a friend and ask for feedback on clarity, persuasiveness, and engagement.
To continue your journey, consider exploring these areas:
Keep learning, keep practicing, and you'll become a product knowledge master!
Match the following product features with their most relevant customer benefits. (You will be given a list of 5 features for different products and a corresponding list of 5 benefits. You must match each feature with the correct benefit).
In pairs, one person will be a customer with a specific need (e.g., 'I need a phone with a long battery life'), and the other will be a sales associate. The sales associate must recommend a product and highlight relevant features and benefits.
Research how to find information about new products or product updates within your company's resources (e.g., intranet, product catalogs, online training).
Imagine a customer walks into your store looking for a new laptop. They say they need it for 'everyday use and some light gaming'. Prepare a short product recommendation. Include the product (if you had to choose) and the features and benefits you would emphasize to this customer.
Prepare for next week's lesson on handling customer objections. Think about common objections you've heard from customers and begin to brainstorm possible responses based on your product knowledge.
We're automatically tracking your progress. Sign up for free to keep your learning paths forever and unlock advanced features like detailed analytics and personalized recommendations.