Importance of Product Knowledge Training for Achieving Sales Targets

As customer service is one of the most crucial factors determining client attraction and retention, modern organizations take several steps to increase their quality. Product knowledge training is one such step.

In order to provide exceptional services, your organization’s sales team needs to have a deep understanding of your products and services. Product knowledge training is a vital component of sales training. By focusing on filling employee knowledge gaps, product knowledge training programs can increase the quality of customer service the employees provide.

Ineffectively overcoming business challenges, leveraging innovative learning solutions is the key. Recently, we assisted a partner in improving their sales team’s performance with the help of creative product knowledge training solutions.

The Company

A leading organization in the internet industry, our partner has over 10,000 employees who cater to customers spread across five different continents and provide services related to internet connections, cloud, and data centers.

The Challenge

The prime challenge was to improve the sales team’s performance. To do so, our partner was in search of a learning solution that would fit nicely into their sales team’s busy schedules and through which they could achieve the following goals:

• Improving the sales team’s product knowledge

• Increasing knowledge retention and employee engagement

• Improving employee performance in terms of increased sales and enhanced customer experiences

• Boosting employee confidence

The Solution

To provide a fitting solution, the first step we took was measuring the sales team’s existing knowledge gaps. By doing so, we were able to design a solution in the form of a custom interactive micro-learning series that helped our partner’s sales team learn about their company’s offerings quickly and fill the knowledge gaps effectively.

Each module of the solution focused on one specific product or service. So, the following aspects were a part of each module:

• Challenges faced by customers

• Purposes and features of the product

• How the offering resolves the challenges

• Where one can find additional resources

Intending to provide an innovative solution that creates an engaging learning experience, we used the following strategies:

• Metaphors and storytelling

• Scenario-based learning

• Visual aids

• Additional reference resources

We chose the micro-learning approach due to its versatility, as we wanted the content to be easy to remember and engaging. So, we broke down the content into various short online training modules, with each module focused on one product.

Each module’s goal was to broaden the team’s knowledge base by breaking down how the product works. So, it became easy for employees to study the exact product for which they lacked knowledge.

Rich media formats like high-quality visuals and animation were integrated to make the product training program more engaging. The modules were used for storytelling purposes. The visual components added value to the quality and explained customer pain points and significant challenges more easily.

With scenario-based learning, the content was made relatable, easier to understand, and more engaging. The team improved their sales skills by working through the typical scenarios and got a chance to experiment with their newly learned product knowledge by implementing it in a risk-free environment.

The Outcome

Over 400 employees participated in the learning program. The outcomes were:

• Improved employee knowledge and skills

• Increased employee confidence

• Increased customer experience scores

• Enabled employees to achieve sales targets successfully

• Empowered employees for higher targets

Conclusion

Thorough product knowledge is the key to becoming an exceptional sales rep. A sales team can achieve targets seamlessly and improve their performance with the help of product knowledge training. It is an investment that can help you to surge your profit margins significantly.

Please read to our handpicked case study, which talks about our client’s challenges and the solutions Infopro Learning has offered, therefore creating an intuitive learner experience by providing an engaging product training program.

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