Manager-Led Product Mastery

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Business Issue - As the competition for customers accelerates and the demand for service quality increases, employees must have the product knowledge and skills to serve the full range of their customers’ needs. The challenge is to prepare employees to support large numbers of products quickly and accurately. Staff changes, product changes, and increases in work volume make this challenge even more difficult to meet.

Omega Performance’s Solution - Manager-Led Product Mastery equips employees and managers at all organizational levels with the ability to develop and maintain strong customer relationships. Participants use Omega Performance’s product mastery learning techniques to build skills in identifying and responding to customer needs for products and services in the areas of money management, borrowing, and investing. These skills are enhanced by conversational mastery, which allows employees and managers to interact with customers in a highly confident, effective manner.

What Is Included

Kickoff
The kickoff session is divided into two modules: a one-and-a-half hour session for managers followed by a three-hour session for participants. Managers and participants are given an overview of the program, including a description of the role managers will play in facilitating the success of their direct reports. Product Mastery cards and self-study materials are distributed.

In each session, managers and participants practice Product Mastery exercises including Rapid Recall, Conversational Practice, and Product Mastery Card Review. The Product Mastery Card Review is administered to benchmark participants’ knowledge. Managers can create schedules for the self-study period, which participants review and agree to in their session.

Self-Study
For approximately two weeks following the kickoff (five to six hours in total), participants develop mastery using Product Mastery cards, self-study materials, and Product Mastery exercises. Participants build second-nature recall of their organization’s products and services, and learn how to apply that knowledge to customers’ typical financial needs.

At the conclusion of the self-study period, participants meet with their manager to demonstrate their progress.

Delivery Options

Omega Performance recommends that Manager-Led Product Mastery be implemented through a kickoff, self-study, and manager-led practice. An optional one-day workshop can be scheduled approximately two weeks after the self-study period to reinforce learning through group exercises and activities.

Results You Can Expect

Manager-Led Product Mastery helps you to:

Bring your organization to a higher level of product knowledge and management
Improve both customer service and sales results
Provide consistent, accurate product information to customers
Develop benefits-oriented product conversations with customers
Decrease training time required to obtain product knowledge proficiency
Support rapid integration of new products in all lines of business

Who Should Be Trained

Manager-Led Product Mastery is recommended for all organizations whose employees have direct contact with customers or who need a better understanding of products and the internal processes and procedures surrounding them.

Prerequisites

There are no prerequisites to Manager-Led Product Mastery.