Episode 16: Product Knowledge - Your Secret Weapon
Episode 16: Product Knowledge - Your Secret Weapon
Hey there, Assistant Manager! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're wrapping up our customer service series by talking about something that can give you a real edge - knowing your products inside and out.
You know what impresses customers more than anything? When you can answer their questions without hesitation. When you can guide them to exactly what they need. That's what product knowledge gives you.
Let's start with the basics. Every day, walk your store. Notice what's new, what's moved, what's on sale. Know your inventory like the back of your hand. When a customer asks, "Where are the energy drinks?" you should be able to take them there without thinking twice.
But it's not just about knowing where things are. It's about understanding what you're selling. Take your coffee station, for example. Know the different blends, know how fresh they are, know when they were brewed. Customers appreciate this level of detail.
Here's something most people miss - knowing your alternatives. When something's out of stock, can you recommend a similar product? When someone's looking for a specific brand you don't carry, can you suggest something comparable?
Now, here's your challenge for the day: Pick one section of your store and become an expert on it. Learn everything about those products. Then tomorrow, pick another section. Build your knowledge systematically.
Before we wrap up, let's do a quick check. What's the most valuable aspect of product knowledge? Is it:
A) Memorizing prices
B) Being able to guide customers confidently
C) Knowing delivery schedules
Take a moment to think about it. The correct answer is B - being able to guide customers confidently. When you know your products well, you can help customers make informed decisions, which builds trust and loyalty.
Remember, as an assistant manager, your product knowledge sets the standard for your entire team.
That's all for today's "Smoke Break." If you found this helpful, don't forget to subscribe to our channel and share with your fellow convenience store leaders. And for more in-depth content, head over to cstorethrive.com.
Until next time, keep learning, keep growing, and keep serving those customers with confidence. This is Mike Hernandez, signing off!
