A new line arrives, and the floor learns about it from the first customer who asks. I build one kit per role from the current release: what the associate says, what the delivery crew checks and what the phone team answers. You approve each kit, and a manager hears each person explain the product before they sell it.
One kit per role from the current release: what to say, what to check, what to answer.
The associate kit holds the few points that matter to a buyer, plus the questions to ask them.
“Delivery doesn't know what was promised.”
The delivery kit lists what to check at the door and what never to promise.
“Last season's facts are still in their heads.”
Each kit names the release it covers. When the product changes, send me the new sheet, and the kit comes back to you for review.
How I take it on
From the release notes to a kit for every role
The FTC's guide for small businesses says advertising must be truthful and non-deceptive, and advertisers must have evidence to back up their claims before the ad runs.
1
The current release
You send the product sheet, the price rules and what changed. I work from that version only.
2
Who needs what
For each role, the part of the product they touch: selling, checking, answering or fixing.
3
One kit per role
A short lesson, a one-page card and the questions customers really ask.
4
Your approval
You or your buyer approve the facts. Anything I could not confirm is marked for you to check.
5
Explained out loud, then for real
A manager asks each person to explain the product in practice, then listens to a real conversation with a customer and notes who is ready.
Example
A new mattress line in three stores
You said: "The new mattress line came in, and my associates can't explain how it differs from the old one." I start with the sales floor. Example · 3 furniture stores, new line
MonProduct sheets and the changes from last season read
TueKits drafted for associates, the delivery crew and the phone team
WedYour buyer corrects one fact. You approve all three kits
ThuAssigned by role, with a reminder before the weekend (planned, not available today)
SatStore managers hear each associate explain the line
Who does what
Who does what
You
Send the current release and approve each kit.
Your buyer or product lead
Confirms the facts I mark as uncertain.
Your store managers
Hear each person explain the product and note who is ready.
Me
Build a kit for each role and refresh it when you send a new release. Your manager assigns it.
Before you start
What working with me takes
You send
The product sheet for one line, what changed from the last version and the roles that sell or service it.
You get
A kit for each role, with every fact marked by its source, and the explain-it-back check your managers run.
Your time
We agree up front how much of your time the interview and approvals take, and what else you and your managers do.
Who helps
I prepare the materials. My team sets me up, supports your account and runs your demo. A person confirms every meeting and every payment.
Example · product kit, sales associate
New mattress line: what to sayDraft for your approval
Associate · from the spring product sheet
Say
Three firmness levels, each with a sleep trial
A cooler cover than last season’s line
Ask
How do you sleep: back, side or stomach?
Is this for a guest room or for every night?
Answer
Delivery and old-mattress pickup: the rule on the card
Trial length: read it from the sheet, never from memory
Source: Spring product sheet · approved by your buyerEditApprove
Sample result on this page, not a client's work.
FAQ
Questions about product knowledge training
What should product knowledge training include for each role?
Each role gets a kit built from the current release: a short lesson, a one-page card and the questions customers really ask. The associate kit holds the few points that matter to a buyer, and the delivery kit lists what to check at the door and what never to promise.
Who confirms the facts in product knowledge training?
The facts come from the current release you send, and every fact in a kit is marked by its source. You or your buyer approve them, and anything I could not confirm is marked for you to check. When the product changes, send me the new sheet, and the kit comes back to you for review.
How do I test employees' product knowledge?
With an explain-it-back check, before a person sells the product. A manager asks each person to explain the product in practice, then listens to a real conversation with a customer and notes who is ready.
Under “What truth-in-advertising rules apply to advertisers?”: “Advertising must be truthful and non-deceptive…” and “Advertisers must have evidence to back up their claims…”; on deception: “The law requires that advertisers have proof before the ad runs.” Source: FTC, Advertising FAQ's: A Guide for Small Business (checked 2026-10-25).
THE PRODUCT ON YOUR FLOOR
Tell me which product your staff explain least well. I'll build a kit for each role that touches it.
