Do your employees really know the products and services you sell?
I can’t think of a greater dissatisfier than lack of product knowledge when it comes to customer satisfaction and retention. How much your employees know about your products and services can instill confidence in the organization for the sales transaction to take place, and indicate interest in the customer. Think of it this way, if an employee doesn’t know your products and services inside and out, how can they possibly match the needs of the customer with the appropriate product or service?
And customers are really smart, if an employee doesn’t come out with an honest reply of “I don’t know” when a question is posed to them, a customer can tell when an employee is faking knowledge. The employee’s discomfort comes through their body language.
So do yourselves a favor and mystery shop to see where there may be holes in the product knowledge of your staff. A good mystery shopping company will help you devise scenarios to determine where more training may be necessary to get your staff comfortable with the array of products and services you offer.
Now get out there and make sure your staff knows your products inside and out!
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