Product Knowledge Training the Secret to Enhance Customer Experiences

The customer experience is now one of the key differentiators’ consumers consider before making a purchase. They are even willing to pay more for a better experience. Recent research suggests that 86% of customers are now willing to pay higher prices for quality service (1). What is even more interesting is that more than 75% of organizations compete primarily through customer experiences (2). Therefore, it more important than ever before that you provide the right kind of training for your sales team. The quality of service they provide directly impacts your businesses bottom line.

One of the simplest yet most effective ways you can improve your customer satisfaction rates is by ensuring that your employees know the ins and outs of your company's offerings. Providing effective product knowledge training for your employees will help them learn all they need to know to exceed your customers’ expectations. There are many approaches to developing product knowledge training, but there are three strategies that can significantly improve your results.

4 Strategies You can Use to Create Product Knowledge Training Programs that Enhance Customer Experiences

• Beyond facts and features

When developing product knowledge training one of the best things you can do to maximize its impact is to include information about how the company's products or services solve a problem for the customer.

Facts and features are important, but today customers already have access to this kind of basic product information. They are looking to your sales reps and customer service team to help them gain key insights. They want to know how this product is the right fit for them. Having a strong knowledge base that includes both solutions and features will help your sales team build trust.

• Just-in-time Training

Another strategy to consider using in the development of your product training programs is integrating just in time training materials to further support learners on the job. Knowledge retention is an all to common challenge L&D teams struggle to overcome. Just-in-time training materials such as short online training modules, interactive PDFs and printouts can help your employees look up the product information right when they need. This will help refresh their memories and reinforce what they have already learned.

• Micro-Learning Format

Utilizing a microlearning format can also speed up the effectiveness of your product knowledge training programs. Micro-learning is when each topic is broken down into short bite sized learning modules that takes just minutes to complete. This form of training increases knowledge retention, reduces information overload and requires less time to learn making it easier for your sales team to participate.

• Electronic Performance Support Systems

An EPSS is often associated with more technical skills training than product knowledge. However, there are some cases where these systems can be incredibly helpful. Many organizations sell technical tools such as machinery, advanced tools and other technical programs or software. In these cases, an electronic performance support system can be used to train your sales team on how to use them so they can effectively answer more complex questions these customers may have.

Wrap Up

If you are like the many other organizations who are looking for ways to improve customer experiences product knowledge training and the right strategy may give you the competitive advantage you are looking for. According to Forbes Companies with a customer experience mindset drive revenue 4-8% higher than the rest of their industries (3). Learn more about the advantages of product knowledge training read the case study Product Knowledge Training for Increased Sales Efficiency.

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