Unit 2 - A People Business

Section 5 - The Significance of product knowledge in providing customer service

Customers will expect the people who are employed by an
organisation to be able to provide them with the correct information
that they require about its products and services. You need to
understand why thorough product knowledge will enable the
customer to:
• make an informed choice about products and services
• satisfy their queries about products and services
• understand about after sales service.
To achieve this, new staff should have induction training about the
products and services that the organisation offers. Existing staff
should receive ongoing training to improve their product
knowledge, so that the information that they provide to customers is
accurate and up-to-date, and to improve their selling skills. You
need to consider the role of technology in providing staff and
customers with product knowledge.