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Product Knowldge

Extracts from this document...

Introduction

The significance of Product knowledge Product knowledge Product Knowledge comes in a variety of different types of appearance's targeting at its intended purposes; it is a crucial requirement for an industry in order to develop a successful sales process. However people who are working within the travel and tourism industry must have standard training which helps them gain knowledge on many things. This is extremely crucial, for instance they must know about the certain features and the profit for a particular product which they may be selling, it also helps the staff to adapt more in the environment as it will also strengthen their communication skills. Product knowledge also strengthens communication skills, for many employees having to learn all the different types of product knowledge will allow staff to strengthen their communication skills. They may also learn different methods and techniques when it comes to selling products or even presenting it, better communication skills also permit an individual. However in this case the individual would be a sales person, product knowledge will also help them to adapt and identify an excellent sales presentation for different types of customers; however this would again result in excellent customer service. Organisations rely on their staff to provide better service because they are interested in the best of their customers and the only way to achieve this is to provide good service. On the other hand employees who provide good product knowledge are the ones who feel motivated about their job as they are capable to advise customers about products put in the picture how their money is worth spending on those products. Product knowledge gets better by experience; it is also gained by watching other members of the staff, who may be dealing with the same thing. However one example of this would be sales representatives, sales representatives are normally expected to learn features of certain products because customers are very likely to ask questions regarding the product. ...read more.

Middle

Businesses guests tend to pay full prices which are why organisations make loads of money by business visitors, and they like to impress these customers which is why staff must approach these guests in a formal manner; because of this, banqueting staff receive a lot more comprehensive training. Another essential skill required by these staff is the hotel geography in case they are asked questions about where things are located for instance the Spa. Banqueting waiters have many different types of duties, however one type of duty is that they produce the banquet menus in that case they must memorise the menu back to front and know all the special offers going on, and all the specialties. The waiters must also have good ideas about certain meal deals and what goes best with it, they must have the ability to suggest which Champagne may be suitable for a certain meal and recommend it to the clients. Secondly waiters at the Marriott prepare budgets and the number of staff they may be in need for at a function, and decide who could do what and make sure it's up to the Marriott standard. Banqueting staff also ensure that everything is clean; food hygiene is a big concern to stop cross contamination and food poisoning, so for this they make sure everything is purely spotless and maintained and put away properly. Health and safety is another concern, managers make sure the staff handle the equipments properly for instance a knife. Another dynamic part in this role is to have a good knowledge on food hygiene, this is so it stops cross contamination and staff in that area must know how to stop that. Banqueting staff are trained really well and up to standard, this includes uniform rules, equipment safety, how to serve and set up tables and food, for instance the silver service. However they must also know how many rooms there are and how many people they can hold, they must also be aware of the availability of the audio visual equipment and other things which may come in use. ...read more.

Conclusion

I believe it is major for the employees at the Marriott to receive that sort of induction and training as it will keep up the professional image which it has already succeeded in. The training and induction policy at the Marriott allows the staff to receive comprehensive training as it will help them boost their enthusiasm on the job they are doing and it will also make them feel more motivated. I also believe having a wide range of product knowledge allows staff at the hotel to provide excellent customer service for many reasons. Firstly it is vital anyway for employees at the Marriott to recognize the value of the products they are selling and understand how they are made, and they must also know how they can be used and what other products they work better with. At some organisations employees are made to learn any special manufacturing process involved with the product if necessary, the production distribution and delivery and most importantly servicing, warranty and repair information. Many customers are very keen to know about the servicing and warranty. The staff should also take into account that they are selling so they have to have a brief idea about pricing structure so they can provide the customers with information on the price and how it was made. However many travel and tourism staff are also required to have these knowledge as it would benefit the industry and bring in more sales, on the other hand we must take into account that not all travel and tourism industries which are service industries make products. Guest model Thus at the Marriott all the employees must their product knowledge to contract with their guests in an appropriate manner, however I believe that the GUEST model is a right way to deal with customers. Thus it is also very effective as all the staff there may form conformity within all members of the staff; it will also remind all the staff how and hot not to treat their guests. ...read more.

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