Product knowledge provides sufficient and essential basic knowledge because it creates reliability when dealing with customers. Sustainable product knowledge among the employees shall enhance the level of confidence which subsequently strengthening communication skills.
My colleagues had went to several restaurants and found that most employees are unable to provide detailed product knowledge on their offered products and services. Hardly the employees could define nor describe the ingredients or presentation of a product. It has been a norm for employees to reply “I’m not too sure on the products, sir. You can refer to the given images of the products in the menu”. I had a similar experience at a popular cafeteria in JB town. The hot climate persuaded me to try on the offered desserts. Upon glancing through the offered selections, ‘Ice Kacang Soursop’ caught my eyes and I decided to give it a try. There were no images thus I enquired with the waiter whom had stated that it contains the normal Ice Kacang ingredients added with soursop toppings. Assuming that the provided product knowledge was accurate, I decided to go with the order. I got myself prepared to quench the thirst of sweetness but all fell flat when I saw the actual product. The ordered item just contained ice and soursop. The product did not contain any other ingredients as a normal Ice Kacang would have or as explained by the waiter. Clearly disappointed, I called the cafeteria supervisor and he stated there was an error in the menu which was supposed to be stated ‘Ice Soursop’ rather than ‘Ice Kacang Soursop’. He apologized for the error and replaced it with normal ice kacang. I explained to him that the menu error is acceptable but the cafeteria waiters should be trained to provide accurate product knowledge.
Most organizations hire employees and briefly explain to them the background of their organization. The employers expect their employees to fend themselves with product knowledge. Train the employees and provide them with the required knowledge. Employees should be well-trained especially indispensable product knowledge to avoid miscommunication subsequently affecting the image of the organization. Employees should posses the types of products, background, price structure, models, styles, delivery, distribution, warranty and process. Essential product knowledge enables employees to provide the necessary guidance for customers's needs and wants. Undermining the importance of product knowledge shall affect the overall image and operation of an organization. The palatable question remains elusive- Are Your Employees Equipped With Sufficient Product Knowledge To Serve The Customers? What have you done to improve the situation?
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