Today businesses that provide quality customer experiences can set themselves apart from competitors and gain a more extensive base of loyal customers. Quality service is one of the critical factors today’s consumers consider before making a purchase. This has led many organizations to look for ways to improve customer experiences. One of the most common complaints customers have today is that the customer service representatives that they talk to do not know enough about the organization’s offerings to answer their questions. Providing your employees with a comprehensive product knowledge training program can help your employees gain the knowledge they need to exceed customer expectations every time.
Infopro Learning has more than 25 years of experience creating learning solutions to help industry leaders solve business challenges. We have developed a strategic process for developing product knowledge training programs that deliver significant business benefits. In this blog post, we will share with you the four critical steps in this process.
Infopro Learning utilizes a 4 step process to develop highly effective product knowledge training programs. The process begins with in-depth planning. A design and blended strategy are then developed to meet the needs of your sales reps. The 3rd step is the careful implementation of the product training program.
Step 1: Planning
Detailed planning is a crucial step that is often overlooked. In this step, it is essential to research the learners’ needs and measure performance gaps. This will help you determine which topics your training program should focus on.
A common mistake that is often made when developing training for sales teams is to try and cover every offering within your program. However, training programs that are designed to close specific performance gaps tend to be more successful.
Keep in mind that the most effective product knowledge programs also go beyond basic facts and features about the company’s services. They teach learners how the organization’s products or services solve pain points for different types of customers.
Step 2: Designing
After the initial planning, the design work begins. One of the most effective ways you can design training content to engage learners is by using a blended strategy in your design. This can be done by using a tested model for content structure and delivery. The 70:20:10 framework is a popular model that is often used to design high-quality training programs today.
In this framework, 70% of the training content is placed in an experiential format. This includes methods such as scenario-based learning or interactive video-based content.
20% of the content is delivered using social training methods. This includes strategies like role play, coaching, and mentoring.
The final 10% of the content is delivered in a formal training format. This type of training is delivered using methods such as instructor-led training. Or in the case of online training, virtual instructor led sessions can be useful.
Step 3: Implementation
The implementation of our product knowledge training programs can be further broken down into two segments. The first part of the implementation process is to run a small test phase. A pilot run brings to light any potential issues that may arise so you can correct them before the final launch of the program.
The final launch is the second part of the implementation process. This usually begins with an awareness campaign or an announcement to build excitement around the company’s product knowledge program.
The program is delivered, and time is set aside to answer questions to further assist employees in their learning journey. Another useful strategy we use it integrate just-in-time support materials learners can use as a reference to reinforce what they have learned while on the job.
Step 4: Measurement
The final step is to measure the impact and effectiveness of the program. We do this in 3 different ways. We track learner data from the online portions of the training program.
We use the reporting features from your learning management system. We gather participant feedback to gauge how employees felt about the program. We also track changes in employee performance. We focus on data points that provide insights into changes in customer experiences, such as first call resolutions and satisfaction rates.
This step enables us to measure the real impact and value of the training program. This also helps us find any areas for improvement or details that need adjustment to maximize training effectiveness.
Our learning solutions focus on expanding the knowledge base of your sales and customer service representatives. We hone in on the specific vital skills your employees need to learn to close the performance gaps that hinder your business results.
We have used our 4 step strategy to develop product knowledge training to assist many industry leaders looking to improve their customer service. Our training programs have helped our clients unlock their employees’ potential, increase sales, and improve customer relationships.
Read the eBook Product Knowledge as a Key Learning Asset to learn more about our winning strategy.