It’s nearly impossible to sell a product if you don’t know what you’re selling. Customers want detailed information from trusted sources on the products they might purchase, especially if the product requires a substantial investment. However, even the best retail employees can’t remember every detail about the hundreds of products in your store.
Studies show that consumers don’t expect your sales associates to remember everything about a product—they think employees should use technology to improve customer experiences. Over half (53%) of millennials don’t think sales associates have the tools they need to provide good customer service, which means you could improve customer service outcomes by adding knowledge base software into your current training program.
With Vizual Trainer software from FLX Systems, you can deploy comprehensive product knowledge training, improve customer retention, and give employees instant access to product information from their mobile devices—all from one user-friendly app.
In the retail industry, sales representatives need to be knowledgeable about the products they’re selling. When employees know the ins and outs of a product, customers are more likely to trust their opinion and make a purchase. Many retail store owners implement a product knowledge training program to ensure that employees know key details about big-ticket items.
Product knowledge training gives employees the following information:
- Price: Most customers don’t blindly buy products without checking the price first. It’s important to know the current cost of your most popular items, especially if you frequently change prices.
- Uses: Customers want to know if a particular product will fit their needs. Employees should know how customers can use different products and base their product recommendations on customer needs.
- Comparable products: If you sell multiple products with similar features, your employees should know how those products differ and which one would work best for any given customer.
- Common questions: You can never predict what a customer might ask, but you can anticipate frequently asked questions by incorporating them into your training program.
With a product knowledge training program, you can prepare retail employees for most customer service scenarios. However, there is no foolproof way to anticipate every conversation. When an unexpected question comes out of left field, knowledge base software can provide the backup your employees need.
Knowledge base software is like an encyclopedia of product data. When employees forget the answer to a customer’s question or need information on a new product, they can search that product and access specifications, instructions, customer reviews, price comparisons, and any other available details. Though employees typically don’t have the time to search a product knowledge base every time a customer asks about an item, it comes in handy when they need extra support answering a challenging question.
Many retailers have used knowledge base software on desktop computers for years, but more store owners are giving employees access to knowledge base solutions on their mobile devices. Instead of leaving the sales floor to use a computer in a back office, employees can spend a few seconds browsing product information in an app before giving instant answers to complicated questions.
If you want your frontline employees to feel prepared for any sales situation, you need a combination of product training and knowledge base software. Employees should be able to rely on their own knowledge for most service scenarios and fall back on a comprehensive knowledge base when needed. At FLX Systems, we designed a software solution that serves as both a training assistant and knowledge base: Vizual Trainer.
Here are two ways you can use the Vizual Trainer app to support your retail sales associates.
Creating a product knowledge training program that works for every employee is a challenge. Most retail training programs are ineffective—as many as one-quarter of employees may forget more than half of their training program a month after completion. Forgotten knowledge is often due to retailers taking a one-size-fits-all approach to training.
Every employee has a unique learning style, but traditional training programs use the same material across individuals and departments. Some employees pick up information quickly after watching a single training video; others need a long-term training plan complete with quizzes and worksheets. With Vizual Trainer, you can make custom training paths for both types of employees, and everyone in between, using a single video.
You don’t have to be a master video editor to create custom training videos using Vizual Trainer. Anyone can develop an interactive training program by following these steps:
- Upload your existing training content
- Use interactive training overlay (ITO) technology to add custom learning elements, such as quiz questions, PDF documents, and external links
- Repeat for different roles
- Deploy training to employee devices
Employees can complete Vizual Trainer programs using their mobile devices while on the job floor. Plus, because most deskless employees prefer short training programs they can complete at their own pace, Vizual Trainer allows employees to work on training a few minutes at a time during natural breaks in their workdays. As an administrator, you can set a time limit for completion and check employees’ progress as they work through training.
In addition to being an interactive training app, Vizual Trainer is a knowledge management solution. When employees need support on the sales floor, they can use their mobile device to go back and reference product training materials or access a custom database of product information. By scanning a barcode or searching a product name in the app, employees gain immediate access to a wide variety of helpful details.
As an administrator, you get to decide which information and products to include in your internal knowledge base. Additionally, if manufacturers release new information about a product in your database, you can easily update your current product entry. This ensures that employees always have up-to-date information about the products they sell.
Give your retail workers the training and knowledge base tool they need to succeed—Vizual Trainer.
You may employ the best retail employees in town, but even the top workers can’t anticipate every question a customer may ask. When the unexpected occurs, Vizual Trainer gives them the information they need to improve customer experiences and ultimately make a sale.
Being a retail worker is hard enough as it is, and it’s even more difficult when you’re left stranded on the job floor. That’s why we created Vizual Trainer as an all-in-one training tool that employees can access from their phones, tablets, or laptops, regardless of location. With help from Vizual Trainer, your employees can improve brand loyalty and make your customer experiences better.
FLX Systems empowers deskless workers through technology. We develop software solutions for the underrepresented 80% of global workers who do their jobs on the sales floor or in the service field.