Using Product Knowledge for Better Customer Service

Product knowledge is generally the ability to acquire as much knowledge about a product being sold. This is important for the customers as it is very important for the customer service agents and sales personnel. The customer service exhibit a great level of confidence when they talk about the products that are beings sold by the company. This will definitely help the customer to feel surer in knowing that they are receiving proper information about the product. To that accord the customer service personnel do need to know each product and its features and functions as well as the benefits and detriments about the product. 

Customer services on the other hand is the ability to go the extra mile and offer customers specialized services that are not charged with any extra costs but greatly influence their interest to purchase your products, and this interest is further turned into a decision with the clients satisfaction being achieved through knowledge.

With all this in mind they also need to articulate stringent focus of not confusing one product information with another product’s information no matter how similar their functions are. While explaining similar types of products that come from different brands the customer service personnel also need to make sure that they are able to provide the differential information between both products well enough for the client to have a clear view of which product satisfies their needs.

The old saying ‘knowledge is power’ articulates a very strong sense in the ability to offer high quality customer services through the use of product knowledge.

Using Product Knowledge for Better Customer Service

The initial step of product knowledge is undertaken by the official customer service personnel and the importance of product knowledge among them includes:

1. The customer service personnel will be able to have a confident approach towards the new customer approaching them. They will not feel as though they need to shy away from the customer due to lack of knowledge.

2. The customer service personnel will be more effective in providing quality customer services to the customers as they understand the needs of the clients and match them to one of the products sold.

3. The customer service personnel will also design a unique strategy of convincing the new customers towards making a solid decision of purchasing the products with product information as they will offer the product information with an assured tone of it providing the greatest level of satisfaction for the clients.

4. The product knowledge by the customer service personnel articulate a good representation for the company and the product and this does influence the customers interest.

Importance of Product Knowledge by the Customers

The customers are the main priority focus for any sales company as they need to make sure that their clients not only purchase their products, but also increase the market share of customers. Some of the reasons why product knowledge is very important for customers to acquire include:

1. A customer do not only want to pick any type of a product, but he also want to understand the purpose and function of the product, which this is only found through the acquisition of product knowledge from the customer service personnel.

2. The customers want to also ask as many questions they can to further understand, which brand of product is best suited for their needs of the product.

3. The customers want to feel a great level of confidence while purchasing a product and this is only achieved with the acquisition of product knowledge.

4. The customers will also find a great sense of comfort in the direct passing of product information as they will fully understand the benefits of the product and how to use it.

5. The customer are also able to address their needs and desires for the purchase of the product well enough to be advised on the best brand product to buy and also do this confidently with product knowledge.

Benefits of Product Knowledge

1. Product knowledge will be directly passed from customer service personnel to the customers thus reducing the delays of consulting a manager in order to get the proper product information.

2. The customer will be able to understand any malfunction that may occur with a product well enough to report it and also the customer service personnel are also capable of identifying the problem and follow protocol with directing the problem to the right personnel.

3. Product knowledge does increase sales in a very major way as the customer only purchase products in which they get a defined composition that helps them understand the functions of the product. Without the product knowledge, they will assume that the product may be of poor quality hence the lack of detailed definition.

4. Product information supply by the customer service personnel articulates providing the customer with direct attention which is seen to be important and highly beneficial.

5. The sales also increase due to the fact that with product information the customers are able to disqualify all product objections they initially had before they learned more about it. They will be more direct with their doubts and address these matters well enough to have them cleared.


The provision of customer services goes a long way than just making a sale. The customer service personnel need to make sure that not only are the customers well informed about the products but are also very confident in their investment with your product. If they experience a malfunction with the product that can be easily sorted the customer service personnel are the ones who will offer direct advice to the client on what needs to be done and hand over complex matters to the specialists.

This saves both time and money and the clients are always attributing a great sense of both loyalty and trust with the manufacturers of the product with the simple utilization of product information. Product knowledge also helps consumers to understand its importance and this assists them to get the quality they need and satisfaction levels they need from the items they purchase since they have full knowledge of the product.


Amy Clark is the Lead Author & Editor of IWantItNow Blog. Amy established the Customer Engagement blog to create a source for news and discussion about some of the issues, challenges, news, and ideas relating to customer service, support and engagement.