Product Knowledge
Product knowledge is the bridge between a customer's need and a sale. This domain tests feature–benefit conversion, label and certification literacy, and the ability to match a product to a stated need.
Feature, advantage, benefit
A feature is what the product has (750 W motor). An advantage is what that feature does (grinds hard spices faster). A benefit is what it means for the customer (saves time every morning, less strain on the machine). Sales conversations and exam answers must always end at the benefit.
Reading the pack
Pre-packaged goods must display, under the Legal Metrology (Packaged Commodities) Rules: name and address of manufacturer/packer/importer, common or generic name, net quantity, month and year of packing, retail sale price inclusive of all taxes, and consumer-care details. Food packs carry the FSSAI licence number, veg/non-veg mark, best-before or use-by date and nutritional information. Electricals carry BIS/ISI marking, gold jewellery carries a BIS hallmark with HUID, and agricultural produce may carry AGMARK. Care labels on garments explain washing and ironing.
SKU, brand and substitute
An SKU is the smallest stocked unit - same shirt in a different size or colour is a different SKU. A brand is a promise of quality; a generic product carries no brand. Substitutes do the same job (tea vs coffee); complements are bought together (tea and sugar).
Worked example
A customer with a family of five wants a mixer grinder. Reasoning: five people means daily wet grinding in quantity, so a 750 W motor with a 1.5 L jar is suited; state feature (750 W), advantage (handles tough ingredients without overheating), benefit (faster breakfast preparation, longer life), then add the warranty period and service-centre location.
Traps that cost marks
Listing features without benefits; confusing MRP with the price you may charge (selling above MRP is an offence); promising performance the label does not support; and quoting a warranty you have not verified.