In these times, sourcing for product information is very easy especially on the internet. Your customers can simply carry out a quick search to find out what others are saying about your products. This way they can come up with crucial questions to ask your sales team before eventually buying your products. There will definitely be a sale when the customers’ questions are adequately answered, but your business may lose potential customers when they cannot get the answers they need from your employees.
The need to learn about your products
Making a sale is very easy when you can convince your customers about the value of the product by pointing out important information. It is a good way to enhance user experience. The ability of your staff to know and recall vital facts regarding your products will be useful in the following situations:
Answering customer inquiries
Your staff should always be prepared for the trickiest questions from customers because these are questions that they have not been able to find answers for during their private product research, such as: “There seem to be some mixed reviews regarding the best laptop for college students you sell. Can you inform me about the guarantees and aftersales services I am entitled to when I buy a laptop?” in this situation, the customer knows a range of answers which might be provided in defense and if they hear these responses they might just lose interest in the purchase. But a well-trained retail staff will be able to provide a direct and brief answer to satisfy the customer.
The importance of trust in achieving customer loyalty
Only when customers believe they will get value for their money will they be willing to buy your products. This trust can be formed from the previous reviews your past customers have dropped online or the answers the customers receive when they make certain inquiries about your products. The fact that customers already have a lot of information which has been gathered from the internet makes it even more important that they should get the right answers when they make inquiries. A customer can identify a lie when they hear it so your staff must be able to present only factual and true information regarding all your products. This is why an extensive knowledge of your products and services is very important.
Customers try to gauge the impressions other users of your products have had from the online feedback they can get. Businesses that face stiff competitions must also use the necessary means to create a good PR for their products among the target audience, on bad impression can go a long way in making your potential customers choose to use the services of your competition. And believe me; it is quite difficult to restore your businesses reputation when a bad impression has already been widely propagated regarding your products and services. But, educating your sales team about the crucial information of your products will help them attend to your customers better. It is also permitted to advise customers about the choice of products, and if your suggestions turn out to be the best, you can be sure that you have made a loyal customer. This is usually the case when customers make inquiries about certain products, but while interacting with them, you realize they can get more value by using another product your business offers. In essence, this can only happen when your sales team knows the crucial information about all your products or services.
By having extensive product knowledge, your sales team can engage potential customers long enough to convince them about buying your products. When the customers get convincing answers, they will be more convinced about the value of your products. The importance of propagating product knowledge and its value to your sales team must never be overlooked. If you can achieve this, within a short period, the positive results will be evident.
About Michael Linick
Michael has worked in Employee Engagement for over six years as Consultant, Project Manager, Account Manager and – most recently Client Success Manager roles. He works with major national and international companies to help them gain maximum benefits from employee feedback.