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It goes without saying that if you don’t know your product well enough, you can’t handle the complaints successfully.
I think product knowledge is one-third of what a salesperson needs to handle the complaints. The first third is product knowledge; the second third is the psychology of selling he uses and last third is the knowledge of his company’s sales procedures and processes.
No doubt being patient and a good listener plays a role in pacifying the customer but it the product knowledge how gets you through in handling the complaints.
IT is obvious that you can not give what you don't have, in a situation where you have no knowledge of your products be rest assure that you won't sell, how will you convince your customers? and how will you treat customer's complaints?
The knowledge of a product is essential in handling customers complaints. You should have the accurate and true information of each and every product you deal with on your finger tips before handling customer complaints. This builds the customer's trust in you and in the product and also aids in cross selling.
Excellent product knowledge is key to relationship management. With good product knowledge, customer complains tend to be minimal as the customer would have been educated at the beginning of the relationship.Excellent product knowledge also comes in handy when resolving customer complaint issues as the modern day consumers is the king.
It is highly valid as the customer could be complaining about a product feature and its important to be on your toes and know the features.
Product knowledge is very important because it will serve as our ultimate weapon and shield in sustaining any difficult inquiries and complaints that will be charged forward by the customers. Furthermore, a strong knowledge about the product will motivate your self confidence and efficiently guide you in marketing and selling the product.
This is true because the product knowledge will always be your weapon it gives self confidence when issues raises about the product and it motivates in selling of the product.
I agree on most of the answers and my little advise is: kowing very well your product/service/brand can lead you know the product had a bad treatment by the customer's side. Which is probably the seller's fault too by selling something to the wrong customer or not having informed the customer properly on how to use it.
Product knowledge is certainly a key to understand the grievances & give a technically correct solution but simultaneously you should also be knowing how to read the pulse of the customer & pacify him by good hospitality gestures. Ultimately a pleasing personality is going to get you back this customer without you losing him / her or the sale.
Product knowledge is very important as this enables one to know how to respond to the various complaints or queries from clients as one with product knowledge gives one a clear picture of the efficiency, quality and limitations of a product.
