What is Product Knowledge Training?


Best Practice in Customer Service Slide Set on What is Product Knowledge Training?, created by Antonia Blankenberg on 26/07/2017.
Antonia Blankenberg
Slide Set by Antonia Blankenberg, updated more than 1 year ago
Antonia Blankenberg
Created by Antonia Blankenberg almost 7 years ago

Resource summary

Slide 1

    What is Product Knowledge?
    Product Knowledge training (also called PK) is educating sales and other professionals about a company’s products or services.    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.   Product knowledge ensures that sales professionals can communicate effectively and enthusiastically, building trust and confidence in customer relationships.

Slide 2

    Why is Product Knowledge Important?
    At anytime you may be in a position where you are being asked about your products and services.   The answers you provide to these questions may just be the answers that could bring in a new customer or keeps an existing customer. ​​​​​​​ Unfortunately, the answer you give could also result in the losing of a potential customer if you don't know your products.

Slide 3

    Who Needs Product Knowledge?
    Product information is required not only by end-users of the product and employees of the company launching the product, but also by extended partners such as customers, vendors and suppliers.     For any new product to be launched successfully, many diverse audiences must be reached and educated through highly effective product training.

Slide 4

    Best Practice in Product Training:
    Teach sales professionals to understand their customers’ needs.   Use just-in-time training - Make sales training content and job aids available online and on multiple types of devices. 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.   Provide opportunities to practice.   Provide product refresher training.   Partner with those in Marketing to create a better understanding of the product. 
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