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Acquire essential product knowledge to effectively communicate benefits that resonate with your customers. Understand that customers purchase benefits, not just features, and tailor your approach by listening and observing their needs. Clearly explain product features in relatable terms, focusing on the relevant benefits for the customer. Evaluate their reactions and adjust your presentation accordingly. Learn to identify obvious, unique, and hidden benefits, and use examples to illustrate how products can meet customer desires. Enhance your selling strategy with effective techniques in feature-benefit selling.
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Objective 2.07 Acquire product knowledge to communicate product benefits and to ensure appropriateness of product for the customer
Guidelines to follow when acquiring product information. • Decide which features and benefits appeal to each customer. • Customers buy the benefit, not the feature. • Different customers want different benefits from the same product. • Listen, question, and observe the customer to determine customer needs and desires • You only need to explain the benefits that pertain to the current customer.
Explain appropriate features and benefits for the current customer Emphasize and or demonstrate the benefits to the customer: • Use descriptive phrases • Explain technical benefits in a language customers can understand • Make sure customers know the benefits because benefits sell
Evaluate customer reactions • Observe customer when you are talking about a benefit. • Move to another benefit or continue based on reaction. • Before moving on, you might want to question further in order to clarify the benefits the customer is looking for.
Vocabulary Terms • Feature – a physical characteristic or quality of a product, a description of something a person can touch, feel, smell, see, or measure • Benefit – the satisfaction that a customer wants from a good or service • Obvious benefits – a benefit that is easily recognizable • Unique benefits – benefits that come only with the purchase of a particular product • Hidden benefits – benefits that are not usually seen without the assistance of a salesperson • Feature-benefit selling – the part of a sales presentation where the salesperson points out that a good or service has features that will benefit the customer • Feature-benefit chart- a listing of a product’s features with their corresponding benefits
Examples of Product Benefits • Obvious or apparent benefit – easily recognizable benefit that the customer can see without much explanation *Example- “This shirt is made of cotton so it is soft and will keep you cooler in hot weather.”
Continued Benefits… • Unique or exclusive benefit – a benefit that only comes with a particular product. *Example – “If the pizza does not arrive within 30 minutes of when you order by phone it is free.”
Continued Benefits… • Hidden benefit – A salesperson must explain this benefit since it is not readily visible. *Example– “Look on the back of this watch, it has a release mechanism for changing the battery.”
