Standard service rules for salesmen

1 Make business preparations, and the outbound goods should be neat, tidy, beautiful, artistic and decent. Counter shelves and commodities should be clean and hygienic, and ready for selling tools, such as receipts, ballpoint pens, packaging, etc. The cashier should have the change ready.

2. Abide by labor discipline, earnestly standardize service, be polite to customers, be fair in service, do business in good faith, be considerate in service, wish customers God, make everything convenient for customers, think about what customers think and be anxious about what customers are anxious about.

3. The physical person in charge should implement the management system of the shopping mall, carefully check and accept the goods in storage, carefully check and check the goods out of storage, and then accurately enter them into the account to ensure that the account goods are consistent and correct. Ensure that the documents are complete, the procedures are complete, the accounts are clear and intact, the monthly statement is completed in time, and the commodity inventory table is filled in time.

Insist on investigation and study, understand customer demand, grasp market changes and commodity demand, actively put forward rational purchasing plan of shopping malls, conscientiously implement service items and convenience measures, and strive to complete sales tasks.

5. Earnestly implement the commodity prices stipulated by the shopping mall, and do not arbitrarily raise commodity prices or sell them at low prices. In case of special circumstances, ask the floor manager in time and put forward reasonable suggestions. You can't decide for yourself.

6 do a good job in four prevention safety, focus on fire prevention and theft prevention, memorize fire exits and emergency routes, and make flexible shopping guides for theft prevention.

Section 2: Professional Ethics

The professional ethics of socialist market economy can be summarized as "fair trade and dedicated service"

1. Treat customers equally, don't be too kind to friends, don't judge people by their appearances, don't judge people by their appearances, and be "active, enthusiastic, patient and meticulous".

2, the implementation of commodity supply and price policy, not profiteering, clearly marked, not shoddy, not adulteration, fraud, not rigid collocation, not arbitrary price increases and disguised price increases, it is strictly prohibited to sell goods or food harmful to human health.

3, fair trade, fair play, equal measurement of goods, no shortage of weight, no deduction of customers, take the initiative to apologize, add up.

4. Publicize the goods and seek truth from facts, and don't cheat customers.

5, patiently listen to the opinions of the masses, listen to the opinions of the leaders of the mall, timely feedback, timely communication, and constantly improve the service.

Section 3: Civilized Terms

1. Basic civilized expressions in ten words: Hello, please, thank you, sorry, goodbye.

2, counter service terms ten sentences: (1) Hello, welcome (2) What would you like to see, comrade? Just a moment, please. I'll come right away. I am sorry to have kept you waiting. Please go, and you are welcome to come again. (6) Goodbye. (7) You are welcome to make more valuable suggestions. You praised me and thanked you for your encouragement. You're welcome. This is what I should do. Please forgive me for the trouble.

3, counter service language 5 Don't talk (1) Don't say anything that hurts the customer's self-esteem (2) Don't say anything that hurts the customer's personality (3) Don't complain and blame the customer. Words (4) Don't say dirty words, rude words and unreasonable words (5) Don't say sarcastic words.

Section 4: Dressing Tools

1. Dress neatly and beautifully. If you have work clothes, you should wear uniform work clothes during working hours. The service brand should be correctly worn on the upper left chest. Don't wear strange clothes, vests, shorts and slippers.

2, elegant appearance, beautiful and generous, kind and kind, the salesgirl advocates light makeup; No strange hairstyles, no moustaches for salespeople and no people with unkempt hair on the counter.

3, the posture is correct, natural and focused, so that one person stands in the middle, two people are divided into two sides, and more than three people stand in a line at equal intervals. They don't hold their cheeks, shoulders, waist, hands, pockets, front, back, back to customers, goods and shelves, or counters.

Section 5: Anti-discipline

1, it is not allowed to meet private guests at the counter, do private affairs or get together to chat.

2. Reading, reading newspapers, eating snacks and smoking are not allowed in the counter.

3. Don't talk back to customers, don't quarrel, don't beat and scold, and don't ridicule customers.

4. It is not allowed to affect the reception of customers on the grounds of checkout, inventory and sorting out the payment for goods and commodities.

5, are not allowed to leave the counter and business premises without authorization.

6. Don't reveal business secrets and don't buy personal items during business hours.

7. It is forbidden to knit sweaters and do private work during working hours.

8. Do not invoice or sell your own goods without permission.

9. Children are not allowed to enter the counter.

10. Don't rush customers, don't take off work clothes before closing the store, turn off the lights and hang curtains, don't close the cashier's office, and don't drive customers away in any excuse or impolite way. Be patient with every customer.

Part VI: Commercial Technology

Sales staff should achieve: "one understanding, four skills, three quickness and eight knowledge"

1 for promotion links.

2. Sihui

Be able to settle accounts (be able to keep accounts) (2) be able to calculate (make a table of goods' incoming, outgoing, loss, price change, price difference and price adjustment).

Can operate (measure, weigh, pack and bundle. Visually check the shoe size, take clothes according to the figure, etc. )

Can repair, (involving commodity inspection, simple maintenance, etc. )

Three, three, come on

Quick settlement, collection and invoicing.

Rapid measurement and delivery

Pack and bind quickly.

4, 8 know

Understand the name, unit price, origin, specifications, performance, use, characteristics, maintenance and use of goods.

Section 7. Business preparation

1, enter the store on time and greet each other.

2. Participate in the team roll call on time and accept the task of the day.

3, cleaning sanitation, do three clean four clean, (items, counters, shelves, warehouse clean, ceiling without gray net, no dust, ground without sundry, no aggradation, bright and clean windows).

4. Check the varieties, enrich the supplementary varieties, pick up the goods, and ensure that the warehouse has counters, which are neatly arranged, and the goods are displayed in an artistic way, which is convenient for customers to choose.

5. Check the price tag to ensure that the arrival tag is aligned and the price tag is accurate.

6. The cashier prepares the change in time.

7. Prepare packaging supplies and sales tools.

8. Check the accuracy and sensitivity of calibration scales and instruments.

9, dress, appearance, wear a good service brand,

10, 3 minutes before the opening, set the position and prepare to welcome guests into the store.

Section 8, Business Reception

1, welcome customers. When customers enter the counter, they should turn their eyes to customers, take the initiative to say hello, be cordial and enthusiastic, be polite in language and action, and try to "birds of a feather flock together".

2. Introduce products to customers realistically, and at the same time, introduce series and joint products, and don't cheat customers.

3, display goods, according to the different characteristics of the goods, such as color, style, specifications, determine the display mode and method, that is, to let customers see the appearance quality, but also to protect the goods from damage.

4. choose goods. When customers buy goods, they should take the initiative to help them choose, so that they can take the trouble to choose more and provide convenience and be good consultants.

5. Wrap the goods with bandages. The goods to be wrapped should be wrapped according to the different characteristics of different goods, so as to be firm, beautiful and easy to carry.

6. When collecting the payment, you should pay while singing, explain clearly and give it to the customer.

7. Handle with care when delivering goods, don't throw them around, and deliver them to customers.

8. Say goodbye to customers. Customers should bid farewell to customers at the end of purchasing goods, with appropriate language and farewell sound.

Section 9 Closure of Business

1. At 4: 30 every day, under the condition of not affecting customers, check the payment, bills, accounts, accounts and payment discounts. After checking by two people, the personnel on duty will pay the payment to the accounting department, so as to achieve daily settlement.

2. After closing the store, take the initiative to clean up the sales site and pay attention to four precautions. When the clerk leaves the counter, he should tidy up the goods and sales tools and clean them up to make the inside and outside of the counter neat and orderly. He should carefully check the power supply, fire source, electrical equipment and the goods on sale before leaving the store.

Section 10, Commodity Exchange

1. As enthusiastic as buying, returning and exchanging goods.

2. Goods that customers require to be returned can be returned and exchanged within seven days with invoices and sales cards (household appliances will be treated as "three guarantees" after the implementation of "three guarantees").

3, due to product quality problems, should be returned when necessary, and timely reply to the department manager or manufacturer contact processing.

4. For the goods that are not kept as they are and do not conform to the returned goods, please patiently explain to the customers and explain the reasons. If the customer insists on returning the goods, we should assist the customer to find the department manager to solve the problem. It is strictly forbidden to quarrel with customers at the business site.

Section 1 1: service items

Based on the principle of multi-function service and series service, this mall has determined 10 service items (convenience measures). (Explain to the sales staff according to the situation of the mall)

For example, 1, furniture and appliances are delivered to your door for free.

2. Shopping malls should set up information desks.

3, customer suggestion book, rest stool

4. Spare drinking fountains, etc.

5. Fairness measure

6. Set a fair scale and ruler.

7. Men's and women's fitting rooms

8. Try the shoe stool

9. Assemble furniture and put it in place

10, TV, refrigerator, washing machine (maintenance, return, replacement)