Product Knowledge
What product knowledge includes
Staff must know features, benefits, specifications, materials, care instructions, warranty, shelf life and mandatory labelling. Features are factual; benefits are customer outcomes. Compliance labels matter: MRP includes taxes, net quantity must be declared, food carries an FSSAI mark, certain goods require BIS or ISI marking, and country of origin may be required. Do not make medical or guaranteed-performance claims.
Reading a label correctly
Check batch number, date of manufacture, expiry or best-before, storage conditions, ingredients and allergen information. Best-before is a quality date; expiry is a safety date. MRP is the maximum retail price, not necessarily the selling price. Warranty is a seller or manufacturer promise; guarantee is usually a broader assurance with conditions.
Worked example
A customer asks whether a bottled juice is fresh. Read the label: it may state reconstituted juice, preservatives, best-before date and storage after opening. Explain those facts and the need to refrigerate after opening. Do not claim it cures illness or is additive-free unless the label says so.
Traps
Confusing expiry with best-before, quoting a price above MRP, inventing warranty terms and making health claims are serious errors. Also check that the demonstration model matches the packed stock.