Feature or Benefit
Color, size, flavor, scent, and texture are examples of these.
What are product features?
When possible, this is the best way to help a customer locate a product.
What is physically taking the customer to it?
Information used to help customers understand how an item will meet their needs.
What is product/service knowledge?
A customer asks a general product question and you know the answer.
What is answer the question clearly?
Believing abilities can improve through learning, focus, and determination.
What is a growth mindset?
This explains WHY a product or service is a good choice for a customer.
What is a benefit?
After taking a customer to a product, the associate should do this next.
What is ask how else they can help?
To help a customer who needs general product information you should answer the question yourself OR this
What is admit when you don't know the answer?
A customer asks a product question and you do NOT know the answer.
What is admit you don't know and take them to someone who does?
"I like to try new things" is having this mindset.
What is Growth Mindset?
The has 360° wheels on this suitcase make it so much easier to maneuver! Is this a feature or a benefit?
What is a benefit?
If a cashier cannot leave the checkout, this is one good way to help a customer find an item.
What is ask another employee/supervisor to help or give specific directions?
Trying products, researching trends, visiting competitors, and meeting brand reps can help an employee build this.
What is extensive product/service knowledge?
A customer wants a phone. Before recommending one, this should be your first move.
What is ask questions and determine what matters most?
"I’m either good at it or I’m not." is this mindset.
What is FIXED?
Before explaining features and benefits, an associate should learn this about the customer.
What are the customer's needs?
A customer saw an item online, but the store does not carry it. Instead of saying “We don't have it" the associate should do this.
Locate the product elsewhere or assist in purchasing it online?
Knowing the history of a product, and all of its warranty information is an example of this type of product information.
What is extensive?
You know over ten features about a product. The customer wants to know some of the feature. This is what you should do.
What is explain only the top 2-3 features.
“I’m either good at it or I’m not.” represents this mindset.
What is a fixed mindset?
When giving in-depth knowledge, focus on the ___________ that best support the customer's needs.
What are the top 2-3 features?
Store tours, maps, location apps, and learning activities help employees develop this basic knowledge.
What is knowledge of the store layout/product locations?
According to the lesson, the most important way extensive product knowledge develops is through this.
What is experience using knowledge with customers?
There are two products that could meet the customer's needs. Your comparison should focus on this.
What are the similarities and differences that matter to the customer?
“Failure is an opportunity to grow” represents this mindset.
What is a growth mindset?