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Conveying Your Knowledge of Product Features and Benefits
 Providing
superior customer service requires knowledge of your product and the
ability to distinguish it from your competition. This module discusses
the importance of knowledge, including:
- Product Knowledge
- Operational Knowledge
- Service Knowledge
- Sales Knowledge
AUDIENCE
This module is designed for all employees who need to know the features
and benefits of the products in order to discus, cross-sell, explain,
or up-sell clients and co-workers.
FORMAT AND LENGTH
This module can be presented in two to four hours, depending on
participants' skill level and teaching objectives. The module includes:
- Break out groups to solve team
problems
- Discussion on techniques for team
development
- Exercises and presentations
- Practice sessions and role plays
COURSE MATERIALS
The participant's workbooks contain reference text
and exercises, are bound and three hole punched. The module is divided
into three sections, one for each phase of training: the Pre-Workshop
Assignment, the Workshop Material, and the Post-Workshop Action Items.
Participant's workbooks can be used for classroom instruction or on
a self-paced basis.
The leader's guide contains the same material as
the participant's workbook, with the addition of a section of introductory
notes, answers to exercises and explanatory margin notes. The leader's
notes contain tips and techniques on setting up and administering
the session, checklists, and other teaching aids. Other beneficial
components include:
- A listing of suggested videos
which complement the material.
- Notes which highlight key points,
provide tips for training, and detail competencies to be gained.
- Margin Notes on the workshop
materials which guide the leader through the material and indicate
when to ask questions, encourage discussion, use flip charts,
break into groups, and refer to specific material.
OBJECTIVES OF THE MODULE
By the end of this module, the participants
will be able to:
- Name the key categories
of active sales and service-oriented knowledge.
- Discuss the nature of these key
categories and explain how these translate into action.
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Analyze their own performance,
identify knowledge skills, and determine areas that need improvement.
- Identify and/or create
action items to help improve their knowledge skills.
- Analyze and discuss others'
skill performance.
- Apply knowledge skills
on the job.
Merit Training Corporation
Phone: 800-677-1667
e-mail: info@merittrainingcorp.com
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