Smoke Break - Store Owners

Episode 23: Product Knowledge - Your Secret Service Weapon

Hey there, store owner! Mike Hernandez back with another episode of "Smoke Break." Today, we're diving into something that can instantly boost your customer service – product knowledge. Let me show you how understanding what you sell can transform your store's service.

I recently worked with Steve, whose staff could ring up sales quickly but stumbled when customers asked questions about products. "Is this energy drink sugar-free?" "Which coffee is stronger?" They'd just shrug or read the label along with the customer. It wasn't good enough.

Let me tell you about Lisa's approach. She turned product knowledge into a game. Each week, she'd focus on a different category – energy drinks one week, snacks the next. Staff would learn key details about top products, and she'd quiz them during slow periods. Soon, they were confidently answering customer questions and making solid recommendations.

Here's something fascinating that happened at Bob's store. He noticed customers often asked about the differences between various medications. Instead of just pointing to the pain reliever aisle, he trained his staff on basic information about different types of over-the-counter medicines. Not medical advice, mind you, but enough knowledge to help customers find the right section.

Think about the power of personal experience. Maria encouraged her staff to try new products when they came in. When a customer asked about that new flavor of chips or brand of coffee, her team could give honest, firsthand opinions. Customers loved getting real recommendations.

I worked with a store where staff was afraid of seeming pushy when sharing product information. We trained them to listen for customer cues. When someone's reading a label with a confused look, that's the perfect time to share knowledge. It's not pushing – it's helping.

Let me share what happened at Tom's store. He started having quick morning meetings where staff would share customer questions they couldn't answer the day before. They'd look up the answers together. Over time, they built a knowledge base that made them local experts on their products.

Here's something crucial about product knowledge – it's not just about memorizing facts. Frank taught his staff to understand how products are used. When a customer bought charcoal, his team knew to ask if they needed lighter fluid or matches. This kind of connected knowledge led to better service and higher sales.

Check out what happened at Diana's store. She created simple reference sheets for complex products like car fluids and electronic accessories. Staff didn't have to memorize everything, but they knew where to find answers quickly. Customers appreciated getting accurate information fast.

Here's a question to check your understanding: How does strong product knowledge affect both customer service and sales, and what's the best way to help your staff build and maintain this knowledge? Think about it, and we'll discuss the answer in our next episode.

Your action item for this week: Pick your top five selling products. Write down three key facts about each one that would help customers make a buying decision. Share these with your staff and ask them to use this information with customers. Track how it affects sales of these items.

That's all for today, store owner! Remember, when your team knows your products inside and out, they're not just selling – they're solving customer problems.

If you found this helpful, don't forget to subscribe to our channel and share it with fellow convenience store owners. And for more in-depth content, head over to cstorethrive.com.

Thanks for joining me on this Smoke Break. I'm Mike Hernandez, and I'll see you in the next episode!