Product Knowledge Reference Tool

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Business Issue - In today’s competitive business environment, with both organizations and products changing with increasing speed, a central, up-to-date repository of product information is critical for employees with customer contact responsibilities. Employees must be both knowledgeable and credible when engaging in conversations with customers, two skills that require employees to present the right product information in the right context. The challenge is how to guide employees through the overabundance of information that represents the organization’s ever-expanding offerings. Frequent product changes, changes in personnel, increased responsibilities, and greater expectations for speed to performance make this task even more daunting.

Omega Performance’s Solution - Omega’s Product Knowledge Reference Tool brings organizations to a higher level of product knowledge mastery and management. This user–friendly, online resource enables employees to quickly access product information and then confidently speak to customers about product attributes and benefits. In addition, customer profiles and key sales information are instantly available to multiple users through the tool’s online format. Optional features such as techniques for handling objections, identifying customer cues, and targeting populations for any product can help organizations exceed customer experience and sales objectives.

What Is Included

All content in the Product Knowledge Reference Tool is client-specific. Omega Performance works with the organization to structure and prepare the information for entry into the database. Once created, content is easily updated to accommodate new information or changes to existing data. The Product Knowledge Reference Tool can reside either internally on the organization’s intranet or be hosted externally by Omega Performance.

Product Updates

Once the Product Knowledge Reference Tool is up and running, organizations can add or maintain the product information using the PKRT Author—a licensable, easy-to-use development tool. Alternatively, Omega Performance can maintain the product information on a regular basis.

Results You Can Expect

The Product Knowledge Reference Tool helps you to:

Bring your organization to a higher level of product knowledge mastery and management
Put the features and benefits of your organization’s products along with customer profiles and key sales information at your employees’ fingertips
Decrease training time required to obtain product knowledge proficiency
Improve employee confidence resulting in increased sales success
Provide consistent, accurate product information to customers
Develop benefits-oriented product conversations with customers
Foster relationship expansion via sales enhancement functions
Support rapid integration of new product data

Who Should Use It

The Product Knowledge Reference Tool is recommended for all organizations whose employees have direct contact with customers.