The Importance of Knowing Your Products & Services


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Which of the following is the BEST definition of knowing your products and services?

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1. When an employee doesn't know the products or services that he is selling, he provides _____ and the products and services _____.

2. Which of the following is the BEST explanation for why knowing your products and services creates value?

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About This Quiz & Worksheet

Providing excellent customer service is essential for any and all types of businesses. Quiz questions will test your knowledge on topics such as product knowledge and customer satisfaction.

Quiz & Worksheet Goals

Quiz questions will test you on the following:

  • How to gain knowledge about your company's products
  • Foundation of good customer service
  • Benefits of knowing your products
  • Tools used by a CSR
  • Topics covered in product literature

Skills Practiced

  • Reading comprehension - ensure you draw the most important information from the lesson regarding simple ways to gain product knowledge
  • Making connections - use your understanding of the foundation of good customer service
  • Information recall - access knowledge about tools used by customer service representatives

Additional Learning

To learn more about the importance of product knowledge, review the lesson titled The Importance of Knowing Your Products & Services. You will gain a better understanding about:

  • The importance of feedback
  • What could make someone a customer for life
  • Examples of providing good customer service in a restaurant setting