Developing Product Knowledge Training

It might come as a surprise to you, but everyone on your team, not just the sales team, should understand the product or service you sell on a deeper level. For example, it’s important that your customer service team possess this knowledge when they are interacting with your customers and clients. It plays an important role in outbound and inbound interactions between employees and customers. 

The Importance of Product Knowledge Training

All businesses want happy and satisfied customers, but this can only happen if you have the optimum balance of a great product and a team with expert product knowledge. In-depth product knowledge is a skill that each member of your customer-facing team should possess. From every feature to the best practices, product knowledge is the number one way you can ensure that your company is providing an exceptional customer service experience. 

So what are some other reasons product knowledge is so important? Here are a few:

It plays an important role in customer service.

As we briefly mentioned above, product knowledge is the key to providing customers with high-quality customer service. Having good product knowledge helps your team build better relationships with clients and create memorable experiences with customers. Plus, customer service agents who are knowledgeable about a company’s products and services can help resolve issues quicker without getting stumped or needing to consult their manuals or other colleagues. Well-informed customer-facing employees will be able to flow through these interactions easily and provide quick solutions. 

Boosts customer (and employee) confidence.

One overlooked aspect of increased product knowledge is the fact that it can help boost confidence not only in your customers, but your employees as well. From your customer’s perspective, they can rest easy knowing that your company can help meet their needs. As for your employees, product knowledge can help give them confidence in their ability to solve customer problems effectively. They will be equipped with the tools they need to exceed your clients’ expectations and be able to handle any situation that may arise.

Helps to set your product or service apart from the competition. 

Customers have all the choices in the world these days, and they will be exposed to many different varieties of the same product or service. So how can you make sure you stand out from all the rest? By offering your customers information on products and services that would be best for their particular needs, suggesting add-ons or being knowledgeable about the advantages of your product over another. This is all possible when your customer service team is familiar with the products that you offer at your company, and even the products offered at your competitors.

So how can you get your whole team up to speed in an efficient manner? The answer is simple: developing a product knowledge training program. 

How to Cultivate Product Knowledge Training for Your Business

The greatest method to ingrain product knowledge into your employees is through developing a training strategy and using a training platform that is easily accessible and usable. There are many ways to implement a training program, but here are some of the basic tips you should follow:

Adopt microlearning practices.

Split training content into bite-sized pieces so the information is more digestible and retainable for your team. For example, having one module per product or service helps keep things simple. Microlearning can help your employees better process and retain information, instead of overloading them with excessive information they are more likely to forget the next day. 

Use “just-in-time” training methods. 

This means you should make training content and job aids available to your employees online and on many different types of devices. If your team can easily access your product information quickly and easily they will be more likely to use it when and where they need it. Maybe even on their off-hours. Keeping your training content online also makes it easier to make updates when products are refreshed. 

Give your team opportunities to practice.

Using simulations, role plays, gamification and other techniques can help you provide more opportunities for your team to use their product knowledge in real-life situations. This experience will serve them well when in customer-facing situations in the real world.

Ready to Level Up Your Team?

At 1Huddle, we believe in training that aligns with your life objectives and offers you continuous learning and development. Our employee training and development platform allows you to model product knowledge goal setting through a customized learning journey designed to create a space where employees can be productive and reach their goals.

1Huddle offers cloud-based employee training programs where you can easily upload and customize your training content for a seamless training experience. All of your employees will have the ability to access their training anywhere, anytime and at the push of a button. This helps make training engaging and kept up-to-date. You can use our game platform to measure their performance and make key decisions on where you should take your training next. 

Do you want to learn more about how 1Huddle can help you level up your own workforce?Request a demo today.