The EDA’s Product Knowledge Modules help businesses like yours create cross-selling and up-selling opportunities by building knowledge and confidence.

Customer Services is one of the 12 EDA’s Product Knowledge Modules created to develop the professional knowledge and confidence of your team.

Training in Customer Services includes:

• Introducing our customers
• What is excellent customer service?
• The customer journey
• Customer service: right first time, every time
• The importance of stock availability
• Time management
• The skills of questioning and listening
• Selling add-ons as a service
• Measuring customer service and going the extra mile

Online learning through The EDA Academy

All the EDA Product Knowledge Modules are available to study electronically via The EDA Academy, the Association’s e-learning portal. Each training course is delivered through video and interactive learning, but if the original hard copy textbook is preferred these are still available.

Years of knowledge to give your team a commercial edge

City & Guilds accredited, this training programme harnesses decades of combined expertise from product experts at EDA manufacturers and allied trade associations to create an accessible and practical training opportunity for you and your team.

EDA Product Knowledge modules are also approved for Continuing Professional Development by The CPD Certification Service.

Test your knowledge

Have a go at this quiz sampled from the Customer Services module. Then check your answers below. If the results show that you need to boost your team’s know-how, talk to the EDA today.

Test your knowledge.

Q1: What do all customers want as a minimum service?
Q2: What is a “bread and butter” product?
Q3: In a wholesaler with a turnover of £1 million and based on the 80/20 rule, how much of the turnover will be generated by the high movers (or top 20% of products)?
Q4: If you processed 500 orders a week in a year of 52 weeks calculate how much more profit you could make by adding £2 profit to every order you process in a year.
Q5: How long does it take to make or break a habit?
Q6: Why would selling add-ons to a customer help them?

Scroll down for answers

Answers

Q1: The goods or service delivered right first time, every time.
Q2: A high-moving product that a customer would expect to be available from stock in store.
Q3: £800,000 (or 80% of the sales)
Q4: 500 orders × £2 × 52 weeks = £52,000
Q5: Six weeks
Q6: Ensure that the customer doesn’t forget things they actually need.

How did you do?

Full marks: Well done.

3 – 5 out of 6: Not bad. Could the EDA training help you to fill in any gaps in your knowledge and help you progress in your career?

Less than 3: The EDA Product Knowledge Programme could be just what you need to boost sales.

Watch the video and download the Course Directory

There’s plenty of information online at www.eda.org.uk including video and downloadable Course Directory, giving you a summary of what’s covered in each of the 12 training modules.

The EDA team is ready to help. Call 020 3141 7350 or email training@eda.org.uk

For more information, click here

Find more ‘EDA Insight’ articles here

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The EDA’s Product Knowledge Modules help businesses like yours create cross-selling and up-selling opportunities by building knowledge and confidence. These training modules have won a Princess Royal Training Award so you can be assured of their value.

Customer Services is one of 12 training courses in the programme. The EDA modules are completely flexible and can be studied in any order or combination. You choose only the training your team needs.

E-learning option

All the cmodules are available in a digital format instead of a printed textbook. The digital learning option is a complete e-learning experience with videos and interactive content. The EDA team is happy to talk you through your options and can give you a demonstration of the new e-learning platform.

The Customer Service training module covers:

• Introducing our customers
• What is excellent customer service?
• The customer journey
• Customer service: right first time, every time
• The importance of stock availability
• Time management
• The skills of questioning and listening
• Selling add-ons as a service
• Measuring customer service and going the extra mile

TEST YOUR KNOWLEDGE

Have a go at this quiz sampled from the Customer Service module. Then check your answers below. If the results show that you need to boost your team’s know-how, talk to the EDA today.

Q1: If using barcodes in your warehouse, what must we ensure before putting away any product?

Q2: How would you describe the 80/20 rule?

Q3: What should you do if you have promised something to a customer by a certain time, but you realize it can’t be achieved?

Q4: How can you measure customer complaints for stock availability?

Q5: What will a to do list hopefully stop you doing?

Q6: What are the benefits of measuring your service?

SCROLL FOR ANSWERS

Q1: That the product has a barcode label on it.
Q2: 80% of your sales will be produced from 20% of your products.
Q3: Call them and let them know.
Q4: Number of Stock lines (SKU’s) / (divided by) number of SKU’s on backorder = % Available
Q5: Forgetting things
Q6: To identify areas where you need to improve by implementing corrective action

HOW DID YOU DO?

Full marks: Well done!

3 – 5 out of 6: Not bad. Could the EDA training help you to fill in any gaps in your knowledge and help you progress in your career?

Less than 3: The EDA Product Knowledge Programme could be just what you need to boost sales.

WATCH THE VIDEO AND DOWNLOAD THE COURSE DIRECTORY

There’s plenty of information online at www.eda.org.uk including videos and a downloadable Course Directory, giving you a summary of what’s covered in each of the 12 training modules. The EDA team is ready to help. Visit ???

For related articles, click here

The post EDA Insight modules: Customer Service Training Quiz appeared first on Professional Electricians Wholesaler.

When was Hispec formed and what were the original company objectives?

Hispec was established back in 2002, initially as an importer of general electrical products, ranging from electronic transformers to fluorescent lighting modulars.

The initial mission statement of Hispec was to offer a wide range of quality products to the electrical wholesale market, with an emphasis on providing excellent levels of customer service to every aspect of the supply chain.

What sets Hispec apart from other electrical product suppliers?

Over the past three years we have invested heavily in the recruitment of an experienced sales team that now offers national support for our electrical wholesale customers. I believe that a major contributor to our continued growth is the unrivalled support that we offer the wholesaler, whether it be through staff training, joint contractor visits, trade day support or free of charge POS displays for their branches.

Our team listen intently to the requirements of their customers and as a result we were able to design and develop a range of products that filled a niche in the domestic fire and CO market; specification quality detectors at an affordable price point.

Due to our vertical integration supply chain model, we are now able to adapt and diversify our product offering in a much shorter timeframe than some of our larger, more corporately owned competitors – thus allowing us to penetrate a variety of market sectors with not just our fire detection range but also our emergency lighting and general LED lighting solutions.

How has the drive to reduce energy use impacted the lighting market?

The concentrated drive to reduce energy use has led to the development and rapid advancement of energy-efficient lighting technologies, notably Light Emitting Diodes (LEDs). As the demand for these energy-efficient products continues to rise, the market for incandescent bulbs has almost disappeared completely.

One of the largest impacts to the lighting market in recent years will be the upcoming legislative changes that will effectively ban the use or sale of all fluorescent lamps in the UK by February 2024 – this is primarily being driven by the government’s need to achieve Net Carbon Zero by 2050.

Another significant impact of the race to reduce our energy consumption is the development of innovative lighting solutions, such as the newly launched remote monitoring system by Hispec, designed to cut down CO2 emissions, maintenance costs and the environmental impact of commercial lighting.

What are the current trends in lighting and fire detection and what product lines have proved popular over the past 12 months?

We have seen the demand for life safety products increase significantly over the past 12 months, with a particular focus on Internet of Things (IoT) technology. Social landlords, property developers and private contractors have shifted a lot of their focus onto achieving their own corporate social responsibility (CSR) goals – one of the most prominent being the reduction in CO2 emissions that many are accomplishing through the enhanced use of IoT solutions and connected devices.

We believe that the implementation of the Building Safety Act in October 2023 will have a huge impact on how we as an industry approach life safety, focusing predominantly on testing measures and compliance records.

What are the future goals for Hispec?

 We have some very aggressive growth plans built into our most recent three-year strategy, focusing primarily on a major expansion of our product offering, launching exciting new technologies that are targeted towards compliance and then finally ensuring that the industry are educated and kept up to speed in the emerging markets and opportunities within the fire and lighting sectors.

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