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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

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.

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
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.


By the end of this module, the participants will be able to:

  1. Name the key categories of active sales and service-oriented knowledge.
  2. Discuss the nature of these key categories and explain how these translate into action.
  3. Analyze their own performance, identify knowledge skills, and determine areas that need improvement.
  4. Identify and/or create action items to help improve their knowledge skills.
  5. Analyze and discuss others' skill performance.
  6. Apply knowledge skills on the job.

Merit Training Corporation
Phone: 757-546-7703
e-mail: info@merittrainingcorp.com


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