Product Knowledge is essential to all customer facing organisations, it demonstrates a professionalism and gives the front line employee confidence. A thorough understanding of the services or products offered including the benefits to the customer enables the correct selection, explanation and ultimate sale.

Product Knowledge training is often an ongoing requirement as staff move within the organisation and new staff enter requiring immediate training.

Providing Product Knowledge training can be a daunting prospect due to the breadth of the range offered or the level of expertise required by individual staff. When specifying Product Knowledge training is vital that a thorough Training Needs Analysis is carried out to specify the level and scope of the training need. An effective solution is often to create a series of short discrete modules that can be targeted at specific groups.

Assessment should be provided at the end of each module to ensure understanding of the content covered. Advanced concepts should be reserved for higher level modules with access dependent on pre-requisite modules having been passed.

It is important to separate information that is likely to change frequently for example prices from the learning content and where possible generic product examples should be used. This will ensure a longer shelf life for the learning materials.