Unit 2 – A People Business AS Leisure Studies Unit 2 – A People Business

Starter Imagine you are on a work placement at a local gym. You are working with the receptionist on the front desk. What do you think the main enquiries will be and where would you find the information?

Section 5: the significance of product knowledge in providing customer service

Objectives You need to understand the importance of product knowledge in providing customer service. Customers will expect the people who are employed by an organisation to be able to provide them with the correct information that they require about its products and services. You need to understand why thorough product knowledge will enable the customer to: • make an informed choice about products and services • satisfy their queries about products and services • understand about after sales service.

How can we ensure staff have a good knowledge of the products and services offered by a leisure organisation? Induction training On going training What role does IT play in providing staff and customers with product knowledge?

To achieve this, new staff should have induction training about the products and services the organisation offers. Existing staff need to receive ongoing training to update their product knowledge and improve their selling skills. You need to consider the role of technology in providing staff and customers with product knowledge.

Activity 1. Why is it important to have a good understanding of product knowledge when providing customer service? Use the leisure text book (p140-142) and organise your answer under the following headings: Providing information Giving advice Knowledge of the range of products and service offered by an organisation 2. Complete the activities from p141 of the leisure textbook

Review Identify three things you have learned today Identify questions you have Identify 1 thing you already knew