Product and Technical Knowledge
Applying an understanding of the products and services provided, how each product works, and the business value it brings
Level 1 Demonstrates introductory understanding, directing people to the appropriate source for further information.
BEHAVIORS
- Describes the organization’s products/services at a basic level.
- Responds to customer inquiries by leveraging the knowledge of products/services.
- Describes the technical specifications and benefits.
- Identifies customers’ needs using basic knowledge of the organization's products and services.
QUESTIONS
- Describe a situation where you described your company’s products and services to others.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* What was the outcome?
- Describe a situation where you answered client questions related to a product.
Probing Questions
* What was the situation?
* What question did you need to answer?
* What did you do?
* What was the result?
Level 2 Applies the competency in common situations that present limited difficulties, working with a moderate level of guidance.
BEHAVIORS
- Matches product/service to expressed customer needs.
- Differentiates between product/service features, advantages, and benefits.
- Gathers information about the organization's products/services from others in order to improve product knowledge.
- Explains how products/services compare with those of the competition.
QUESTIONS
- Explain a situation where you compared your products to competitors’ products while addressing client needs.
Probing Questions
* What was the comparison?
* What did you need to accomplish?
* What did you do?
* What was the result?
- Describe a situation where you used your product knowledge to identify a customer’s needs, in order to complete a sales transaction.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* What was the outcome?
Level 3 Applies the competency in the full range of typical situations, requiring guidance in only the most complex or new situations.
BEHAVIORS
- Matches product knowledge to the implicit needs of the customer.
- Describes how the organization's products/services can create a competitive advantage for the customer's business.
- Uses knowledge of alternative products/services to enable upselling.
- Reviews products/service offerings on a continual basis in order to ensure quality.
QUESTIONS
- Describe a situation where you used your understanding of products to create a competitive advantage for your customer.
Probing Questions
* What was the product?
* What did you need to accomplish?
* What did you do?
* What was the result?
- Describe a situation where you troubleshot a product problem and proposed a solution.
Probing Questions
* What was the problem?
* What did you need to accomplish?
* What did you do?
* What was the result?
Level 4 Applies the competency in new or complex situations and advises others.
BEHAVIORS
- Provides feedback on the quality of products/services to the production team.
- Recommends alternative products/services that are related to customer needs.
- Trains others about products/services.
- Influences decision-makers by personalizing the benefits of the products/services.
QUESTIONS
- Describe a situation where you transferred product knowledge to others.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* How did you transfer the information?
* What was the result of this knowledge sharing?
- Describe a situation in which you recommended an alternative product to a client to better meet their needs.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* What was the client's reaction?
Level 5 Develops new approaches and methods in the area. Is recognized as an expert within the organization.
BEHAVIORS
- Implements conceptual solutions by designing services or products to meet customer needs.
- Uses product knowledge to anticipate future customer needs.
- Resolves complex technical questions or issues.
QUESTIONS
- Describe a situation where you addressed a client’s needs by proposing a complex product.
Probing Questions
* What was the client’s need?
* What did you need to accomplish?
* What did you do in this situation?
* What was the result?
- Explain a situation where you used your product knowledge to anticipate a client's future needs and to propose a solution.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do?
* What solution did you recommend?
* What was the result?
- Tell me about a situation where I used research to develop value-added customer solutions.
Probing Questions
* What was the situation?
* What did you need to accomplish?
* What did you do to develop the solution?
* What was the outcome?