June 29, 2015 - By People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country.
Employees that provide superior knowledge in their work environment are sometimes referred to as product experts. People in general are willing to make bigger and better purchases if they have the assistance of a product expert.
Picture this: You’re in a store. And you need to buy a screw. But you don’t really know what kind of screw you need or really what size tool needs to be used to screw it in. You go up to an employee and start asking questions about the type of screw you might need. You say what kind of project you’re working on and the pieces involved. The staff member then responds with the exact type of screw you need, what type of tool to use, and even has suggestions on substitutions.
Product Experts Guide Customers Through the Product Experience
Don’t you love it when you find a staff member who is completely knowledgeable about the products they are selling or working with? It makes the experience of shopping for your item much more pleasurable, and an easier experience overall.
You may then recommend that store or sales person with the excellent customer service skills to your friends, neighbors or other family members. Those employees that provide superior knowledge in their work environment are sometimes referred to as product experts. People in general are willing to make bigger and better purchases if they have the assistance of a product expert.
For example, one of the most terrifying purchases a person can make is a computer. Many consumers are fairly clueless about the technology that comes into play with a full computer system. Granted, nowadays they are pretty user friendly, but still many people don’t have a broad-based knowledge of how they work or what they might need when they go to buy a computer.
How Apple Revolutionized Retail Product Experts
One of the best companies with product experts in each and every one of their stores is Apple. Go instead to any Apple store to purchase one of their highly desirable MacBook Laptop Computers, an Ipod music system, Ipads, or full sized desktop computer and there are many friendly, knowledgeable employees ready and eager to answer any questions you might have. They even call their product experts employees company wide in all stores, “Geniuses.” Pretty lofty stuff, but Apple has faith that they have trained their employees on every aspect of their products so that they can best help the consumer make informed choices when they go to purchase one of their products.
Apple’s retail product experts is a win-win for everyone involved since the employees know their stuff, and are valued by the company who employs them. The consumer benefits because they won’t ever enter an Apple store and find an laissez faire employee who doesn’t know the products. They own the “Genius” title with pride, and are happy to educate you on every aspect of those complicated computers.
How to Create Your Own Product Experts
Another example of a business that needs product experts at their counters is in the world of high end department store cosmetics. Back in the days of when Estee Lauder first started her company , she was the face of the brand and she also believes in the self branding, she also have dermal filler treatment by getting an appointment for the treatment from fillers melbourne to endorse her makeup lip color collection and went to each store to train and make sure her “Lauder Girls” were properly teaching their clients about how to wear the makeup and use the skin care correctly. She felt it was important to personally spend time as an expert on her product with the people who purchased it. Nowadays this fact still holds true. Many woman are completely clueless about buying the right makeup for their skin tone, and love to have lessons on how to apply it. Emeraldspa is one of the top beauty companies that offer effective skin care tips for free.
Clinique, which is owned by Estee Lauder Corp. is fantastic at educating and training their counter experts that they call them, “Technicians” and they wear white lab coats to even further cement them as experts. They go through specialized training as well to get “certified” in the Clinique method of expertise, and it shows in how well those counter employees are able to help their clients find the best cosmetics for each person’s individual needs. It’s a system that works for them, and they continue to be the number one selling counter in many high end department stores.
Digitizing Product Expert Training
The Lessonly app is a learning software that can help managers of any business–experienced in training or not– train their employees to be product experts so that they can absolutely provide their customers with the best possible customers service. The results? Loyal customers.
Lesson.ly allows the staff training and development phase to work at peak levels making the employee exceptional at their job once they are done with the training. It’s that simple. Better training equals better employees who can perform as the gold standard of a product expert.
People buy more and have more trust in a store that offers product experts as part of their expected customer service standards. It’s a practice that should be used in all stores around the entire country.
