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GCSE Business · key term
An understanding of a product’s features, uses and suitability that enables staff to give accurate advice and answer customers’ questions.
Used by AQA, Edexcel and OCR
Paper 1
Revise: Customer Service Methods and ImpactsProduct knowledge means understanding what a product does, its features and which needs it can meet. Businesses can train staff to explain differences between products, demonstrate their use and answer questions accurately.
Specification 2.3.4 · Paper 2
An understanding of a product’s features, uses and benefits that enables staff to answer questions and recommend suitable products.
Revise: Sales ProcessStaff need product knowledge so that they can explain features accurately, answer questions and recommend a suitable product. However, listing features is not enough: the salesperson needs to connect them to what the customer wants.
Paper 2
An understanding of the goods or services a business sells, including their features, uses, suitability and limitations.
Revise: Product Knowledge and Customer EngagementTwo important contributions are product knowledge and customer engagement. Product knowledge allows staff to give accurate information. Customer engagement helps staff understand what the customer actually wants.
Distinguish the two contributions: product knowledge makes advice accurate; customer engagement makes it relevant to the individual.
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