Product Knowledge University (PKU) is an enterprise learning program designed to build product and service expertise among sales and contact center associates at wholesale distributor HD Supply, a wholly owned subsidiary of Home Depot. The program supports career growth and drives performance through certification tracks aligned to core product categories. Each track includes multiple courses and awards a digital badge when learners score 80 percent or higher on a pre- or post-assessment.
Program Details
PKU is delivered through a blended model that includes:
- eLearning modules with a pre-/post-test structure hosted in HD Supply’s learning management system (LMS)
- Monthly instructor-led trainings from vendor partners, offered onsite and virtually
- Embedded knowledge articles and artificial intelligence-driven recommendations via Salesforce Einstein
- Weekly “Vendor Corner” podcasts that offer on-the-go learning for field sales teams
New for 2025, HD Supply launched gamified learning modules featuring challenges, point scoring, and leaderboards. The company also introduced AI-powered simulations within Articulate Storyline modules. These interactive scenarios let associates practice customer conversations, receive real-time feedback, and build product knowledge and communication skills in a realistic setting.
HD Supply reinforces learning through multiple touchpoints:
- Incentives are tied to the Customer Care Incentive Program, rewarding associates for making add-on sales that apply product knowledge in real time.
- The Coast to Coast newsletter, built in Articulate Rise, includes video highlights, knowledge checks, and the PKU Corner and Knowledge Korner sections, which reinforce key content and share updated product articles.
- Salesforce Knowledge Korner surfaces real-time product articles based on customer interactions, reinforcing learning during live calls.
- HD Supply’s coaching team evaluates calls using the GREAT model. The “R” for Reach emphasizes recommending products and sharing resources, providing immediate behavioral feedback and encouraging proactive selling.
Results
Product Knowledge University has driven measurable impact across two key business goals: revenue growth and customer experience.
- Revenue growth: HD Supply achieved a 10.03 percent increase in Add Sell GSAR, exceeding its goal.
- Customer experience: The company saw a 5 percent year-over-year increase related to associate product knowledge.
