Smoke Break - Sales Associates

Episode 4: Mastering Your Product Knowledge
Hey there, Sales Associates! Welcome back to "Smoke Break." I'm Mike Hernandez, and today we're talking about something that'll make you shine behind the counter - mastering your product knowledge.
You're working with hundreds of products every day, and knowing your stuff can turn a simple transaction into a great customer experience. Let me show you how to become the go-to expert in your store.
Let's start with the snack aisle - it's like your store's main stage. Every bag of chips, every candy bar, every piece of beef jerky has its own story. When a customer asks, "What's good here?" you want to be ready with real answers. Maybe someone's looking for something spicy - you can point them toward those hot chips everyone's talking about. Or if they're watching their salt intake, you can guide them to some healthier options.
Moving over to the drink coolers - this is where you can really help customers make good choices. Someone rushing in after a workout? You can suggest a sports drink to replace those electrolytes. Morning crowd wanting their caffeine fix? You can explain the difference between those energy drinks on the shelf. It's not just about pointing to products - it's about matching the right drink to the right moment.
Here's a cool trick - try to learn one new thing about your products each shift. Maybe today you notice that new flavored water is sugar-free, or that particular brand of chips is gluten-free. These little details matter to customers, and they'll appreciate that you know your stuff.
But here's where it gets really interesting - using your product knowledge to help customers find exactly what they need, even if they're unsure. Say someone comes in looking for a snack for their kid's soccer team. You can suggest individually wrapped items, easy to share, and won't melt in the sun. That's not just selling - that's solving a problem.
Sometimes, customers will ask about prices or deals. This is where knowing your promotions inside and out pays off: "If you grab two of these, you'll actually save a dollar," or "This larger size gives you more value for your money." Customers trust your recommendations when you can confidently talk about prices and deals.
And speaking of recommendations - let's talk about suggesting additional items that make sense. If someone's buying chips, mention that new dip that pairs perfectly with them. Grabbing an energy drink? Suggest one of those protein bars that go great with it. The key is making suggestions that help the customer, not just pushing random products.
Remember, when a customer asks questions about a product, they're giving you a chance to show your expertise. If you don't know something, it's okay to say so - but make it a point to find out. That's how you keep growing in your role.
Here's your check-in question: A customer comes in asking for something to drink but isn't sure what they want. What three questions could you ask to help guide them to the right beverage?
Take a moment to think about it. Consider how you'd narrow down their preferences and needs.
Your actionable item for this week: Pick one section of your store - maybe the candy aisle or the drink cooler. Learn everything you can about those products. Read the labels, notice the prices, and understand the different options. Become the expert in that one section, then move on to another next week.
Remember, product knowledge isn't just about memorizing facts—it's about using that information to create better experiences for your customers. When you know your products well, you can help people make choices they'll be happy with, and they'll keep coming back to your store.
Don't forget to subscribe to our channel and share these videos with your fellow Sales Associates. For more great content about working in convenience stores, check out cstorethrive.com.
Thanks for tuning in to another episode of Smoke Break. Next time, we'll discuss more advanced selling techniques and how to maximize your product knowledge. Until then, keep learning and growing!