Salespeople sell goods and provide services. However, goods without service are cold goods, and no one will like them. The higher the added value of goods and services, the more popular they are; The clerk's duty is to continuously provide high value-added services, so that the goods are emotional and humanized. (1) clerk service specification:

1. Service standard:

(1) Serve consumers, be responsible for consumers, conduct business in a civilized manner, be polite to customers, not neglect or contradict customers, be proactive, enthusiastic and patient;

(2) Strictly implement the commodity supply policy and price policy, and do not mix goods privately, raise prices at will or in disguised form;

(3) maintain business reputation, clearly mark the price, and ensure the quality and quantity;

(4) Stick to their posts and abide by labor discipline and rules and regulations of shopping malls;

(5) Keep the store in good condition, clean and tidy, fully display the goods, and keep the clothes clean and generous;

(6) accept supervision, welcome criticism, correct mistakes, and do not cover up weaknesses and cover up;

2. Ten requirements of civilized service specification:

(1) When customers enter the store, take the initiative to say hello, and don't neglect people;

(2) customers ask questions and answer them in detail, and don't hate people;

(3) Customer selection, honest introduction and no cheating;

(4) Customers who buy less are equally enthusiastic and not sarcastic;

(5) The customer pays a return visit, seeking truth from facts and not complaining about others;

(6) If the customer doesn't buy it, ask the reason, and don't be sarcastic;

(7) Accept the opinions of customers with an open mind and do not retaliate against others;

(8) If the customer is wrong, explain it reasonably, and don't complain;

(9) Serving disabled customers, caring for help and not making fun of others;

(10) When customers leave the store, say goodbye warmly and don't rush people;

2. Ten steps to serve and receive customers:

(1) Waiting for customers; The correct way: the feet are naturally separated, the step width is not over the shoulders, and the toes are 30 degrees. When waiting for customers to approach, take the initiative to say hello and ask questions, and keep happy and smiling.

Mistakes: chatting with other shopping guides, staring at customers, customers whispering or laughing with other shopping guides when looking at goods, making a loud noise in the store, being listless, not answering customers' inquiries, leaning on the counter shelf, putting their hands in their pockets, holding them on their chests or behind their backs, and leaving their posts without informing other colleagues.

(2) receiving customers; The correct way: look directly at the customer and say hello with a confident and cheerful voice. When the customer indicates that he/she needs help, ask him/her, bow slightly, smile directly and politely ask him/her what help he/she needs. When a familiar customer is waiting, hint that you remember him/her, try to ask a colleague for help and thank the customer for his/her patience.

Wrong way: show boredom and impatience with customers' requirements. Generally speaking, responding to customer requirements for more than 10 seconds will create this impression; Judge a person by his appearance (our principle of lasting hospitality: treat guests with courtesy and treat them equally); Let other colleagues take the place of receiving guests at will, and then receive other guests or leave to do other things.

(3) display goods; The correct way: when the customer expresses that he wants to see a certain product, find it quickly and accurately and submit it to the customer with both hands; When customers can't clearly point out the goods they want, they should help politely, and find the goods they are interested in or give guidance according to their expressions, gestures and their own experience. Customers want to listen to your suggestions, choose the goods you think are suitable and hand them in, explaining the reasons for your choice.

Wrong way: take goods to customers with a lazy and boring mentality; Arrogant attitude, refusing to get the goods for customers (even if you want to pick up the goods in the warehouse, please wait a moment, and recommend similar goods or order when out of stock; Simply tell customers "inappropriate" or "bad" (you should recommend other products to customers and explain your reasons); Take out the goods one by one and throw them away at will, leaving customers at a loss.

(4) introducing commodities; The correct way: recommend products to customers with your own life experience and knowledge; In the introduction, customers should fully understand the performance, quality and characteristics of goods, and should not make suggestions to customers in a tone of lessons.

Wrong way: when you have different opinions about the customer's choice from yourself, shrug your shoulders and express helplessness; Persuade customers to buy by high-pressure promotion; Introduce the characteristics of goods wrongly or indiscriminately; After the goods are taken out, don't say or explain clearly (you should know the goods well in advance and rehearse them) and argue with the customers.

(5) Pricing and invoicing: The correct way: clearly read the commodity price, check the pricing, and let customers know; Fill in the sales form clearly, accurately and completely.

Wrong way: the price of goods is unclear or wrong; Customers rush to invoice without confirming the price; The sales list is scribbled, there are missing items, the wrong price tag, and so on.

(6) Correct payment method (cashier): accept payment (if it is a credit card, check whether the credit card can be used in our store, whether it is effective, and if there is enough money, settle the account according to bank regulations; Operate efficiently, smoothly and accurately to ensure correct collection.

Wrong practice: accepting cash without counting it in person; Show the expression of unwilling to accept credit card payment, the cashier is slow and unskilled, making customers wait; Refuse to accept the customer's change payment; Chatting or laughing with other people at the checkout counter will make customers feel that they are talking about him (her) and that they may have been cheated.

(7) Packaged commodities; The correct way: before packaging, confirm the variety quantity, whether it is confused with the goods purchased by other customers, and confirm that there is no damage or shortage;

Wrong way: chatting with other colleagues, absent-minded when packaging; Careless package leakage during packaging; Accidentally packed other customers' goods when packaging; The customer needs gift packaging, and no corresponding instructions are given.

(8) check the voucher; Correct practice: proofread documents and computer receipts; Counter component for collecting sales slip; Give the sales slip and computer receipt to the customer for safekeeping so that they can check it when returning the goods.

Wrong way: forget to check the computer receipt, sales slip and cashier's seal; Unreceived sales slip retention copy; Forgot to give the customer documents (customer deposit slip and computer receipt);

(9) Delivery of the goods; The correct way: deliver goods to customers with both hands; Smile politely and thank customers.

Wrong way: take the goods to the customer with one hand at will; No expression, no words of thanks; Send other goods to customers by mistake.

(10) The correct way to see the guests off is to say "welcome again" in a friendly and polite way and see them leave.

Wrong way: the customer left before he left; Forgot to say "thank you" and "welcome again" to customers.

(2) The three services and key links of shop assistants:

1, three major services: as a salesperson, we must do a good job in service promotion and follow up step by step, mainly referring to the three major services before, during and after sale.

(1) Pre-sales service: refers to various services provided to consumers before selling goods; The main projects are: providing relevant professional knowledge, marketing information, product information and consultation; Beautify the business environment and do a good job in window display.

(2) In-sale service: refers to all the service work carried out by the sales staff in the whole process of commodity sales; There are mainly the following items: actively and warmly receive customers, be kind and polite, and make customers feel warm; Show more products to customers patiently and meticulously, not afraid of hard work and hardship, so that customers can easily choose and compare; Accurately grasp the purchasing psychology of consumers, establish credit, and let consumers have confidence in the business credit of enterprises.

(3) After-sales service: refers to various services that continue to be provided to consumers after the products are sold (which is also the basis of sales). There are mainly the following items: installation, maintenance, warranty and related "three guarantees" services after the goods are sold.

2. Three key links of service:

(1) Reception: The key to receiving all kinds of customers is to adopt flexible reception skills to meet their different needs. Here is a brief introduction to customer methods with different identities and hobbies:

A be polite when receiving new customers, so as to leave a good impression;

B. Be enthusiastic when receiving familiar old customers, and let them have the feeling of meeting bosom friends;

C receive impatient or anxious customers, pay attention to speed, and don't let him delay things because of shopping;

D receive smart customers, be patient and don't show boredom;

E when receiving female customers, we should pay attention to recommending novel and beautiful goods to satisfy their mentality of loving beauty and seeking novelty;

F receive elderly customers, pay attention to convenience and practicality, and make them feel fair and practical;

G receive customers who need staff, be their staff, and don't shirk;

H receive independent customers, let them choose freely, and don't harass him.

(2) explanation and answer:

A language has strong logic, clear hierarchy and clear expression;

B discourse highlights the key points and points, without unnecessary bedding;

C don't say superfluous words, don't be wordy;

D does not exaggerate, brag or cheat;

E don't insult, dig and satirize customers, and don't argue with customers;

F pronunciation should vary from person to person, without dialect.

(3) Return service: In fact, there are not many customers who really have no reason to return goods. On the contrary, the existence of returning goods increases customers' confidence in buying, which plays a great role in improving the reputation of goods and attracting customers to the door; At this time, it should be done: a correct understanding and profound understanding of handling customer return and exchange business is the best way to reflect the sincerity of the store; Treat customers with love, don't be afraid of trouble, don't shirk, worry about customers' urgency, and help customers handle the return formalities quickly.

(3) Golden figures of services:

1, a satisfied customer told three people that an dissatisfied customer affected 1 1 individual;

2.94% dissatisfied customers never report problems to the company. If complaints are handled properly, 60% dissatisfied customers will continue their business relationship. If complaints are dealt with quickly, this proportion will rise to 95%.

3. When customers complain: 4% will tell you, 96% will leave silently, and 965,438+0% will stop patronizing;

4. why don't customers come to the door? 3% move; 5% have friendship with other peers; 9% price is high; 14% product quality is poor; 68% poor service (including enterprises, managers and employees);

5. An dissatisfied customer will tell 8- 12 people on average, of which 20% will tell as many as 20 people; When you leave a negative impression on him, it often takes 12 positive impressions to make up for it;

6. Properly handle customer complaints and dissatisfaction: 70% will visit again; If it is settled satisfactorily on the spot, 95% will visit again; On average, after handling a customer's complaint, he will tell five people his satisfaction.

7. On average, your power to attract a new customer is six times that of retaining an old customer, and the customer's loyalty to the enterprise is 10 purchases;

(4) Procedures for accepting customer complaints

Listen to customer complaints-understand customer needs-propose solutions-solicit customer opinions-publicize policy basis-handle return procedures-satisfy customers-pay a return visit to customers and make friends;

(five) the contents, principles and time limit of the "three guarantees" of commodity quality:

1, the "three guarantees" of commodity quality refer to guaranteed repair, replacement and return; The principle is: whoever allocates is responsible.

2. The term of "Three Guarantees" for commodity quality is roughly as follows:

(1) "Seven-day rule": that is, if a product fails in performance within the first day from the date of sale, consumers can choose to repair, replace or return it.

(2) "15th regulation": that is, if performance failure occurs within15th from the date of sale, consumers can choose to repair or exchange goods.

(3) "Three Guarantees Validity Period": some bulk (special) commodities are uniformly stipulated by the state, and the validity period is from half a year to 1 year, counting from the date of invoice issuance; Within this validity period, if the user can't work normally after two repairs, the consumer can exchange the goods of the same model and specification with the repair records and vouchers, or return the goods according to the relevant regulations. The "three-guarantee period" should be deducted from the time occupied by repair and the time when there are no accessories to repair, and the "three-guarantee period" after replacement should be recalculated from the date of replacement.

(4) Provisions on "90 days" and "30 days": that is, within the "three-guarantee validity period", if spare parts are not provided due to production reasons, they have not been repaired for more than 90 days since the date of repair, or if the repair period exceeds 30 days due to the repairer's own reasons, consumers can replace the goods of the same model and specification free of charge.

(5) Provisions of "30 days" and "5 years": that is, the repairer shall guarantee that the goods can be used normally for more than 30 days after repair, and the manufacturer shall guarantee to continue to provide spare parts that meet the technical requirements within 5 years after the goods stop production.

(six) technical terms commonly used in shop assistant service:

1 3 meter principle: when the customer is 3 meters away from the cabinet, greet the customer with a friendly expression and smile; When the customer is three meters away from the cabinet, watch the customer leave.

2. Service Golden Triangle: refers to the triangular relationship composed of customers, companies and competitors, which is a balanced relationship among them.

3. Six elements of a good impression: preparation, attention to discovery, welcoming customers, responding, asking customers to wait, submitting and saying goodbye.

4.2 minutes and 20 seconds: It means that the customer's waiting time should not exceed 2 minutes and 20 seconds. If it is exceeded, the customer will show a fidgety expression.

5. "5S" for customer service: refers to quickness, smile, sincerity, shrewdness and learning.

6. Return rate: For the retail industry, return rate refers to the rate at which customers buy, consume or enjoy the goods or services of a certain enterprise, or introduce others to the door to buy, and then come to the door again.

7. What does service mean? Service is produced for customers, meets the needs of producers or consumers with labor services, and is a part of increasing the intangible value of goods.

8. Eleventh Law: If mistakes are found in the design stage, only 1 yuan is needed; If it is found in the factory quality inspection, 10 yuan is required; If the customer finds a mistake, it will cost more than 100 yuan to make up for it.

9. Mirror principle: The customer's expression is like a mirror, from which we can see whether he is satisfied with our service and what kind of needs he has.

10, customer satisfaction: refers to the state of satisfaction that customers feel after consuming the products and services provided by enterprises, which is a psychological experience of individuals; Taking customers as the starting point, when there is a conflict between individual satisfaction and overall satisfaction, individuals should obey overall satisfaction; It is based on moral and legal social responsibility, and it is not intentional to violate the above behavior; Customer satisfaction is relative, not absolute, so we should pursue it unremittingly and approach absolute satisfaction; Customer satisfaction varies from person to person, providing different satisfactory services.

(7) Service Skills Article 25:

1. Salespeople are services contributed by enterprises in the course of operation, and the return of services is to make profits. According to the truth, as long as the service is perfect, it will definitely generate profits.

2. Don't stare at customers all the time and don't pester them; Let customers enjoy shopping with peace of mind, otherwise customers will stay away.

3. The location is more important than the store size, and the quality of goods is more important than the location: even small shops can compete with big shopping malls as long as they can provide excellent goods that satisfy customers.

4. Orderly arrangement of goods is not necessarily good for business. On the contrary, customers often come to us in messy shops; To make customers feel that the goods are rich and organized, they can choose at will. However, to enrich the variety of goods, it is necessary to cooperate with local customs and customer classes and become professional.

5. Regard the trading object as your relatives and friends, and whether you get the support of customers determines the rise and fall of the store; This is the interpersonal relationship that is emphasized now. We should sincerely understand the customer and correctly grasp his various situations.

6. Pre-sales flattery is not as good as after-sales service, which is the rule of building permanent customers; The success or failure of the business depends on whether the first-time customer can become a permanent customer, which also depends on whether there is perfect after-sales service.

7. Take the customer's blame as the voice of Buddha, and accept it gladly, whether it is blame or not; "Listen to the opinions of customers", and after listening, absolutely take immediate action.

8. Don't worry about the shortage of funds, but about the shortage of sales; Credit is more important than anything, but it doesn't mean that money is not important.

9. Customers who only spend 65,438+0 yuan have a greater impact on business prosperity than customers who spend 65,438+000 yuan; This is the general principle of doing business. Treat high-priced customers with hospitality and ignore low-priced customers. You should know that customers who buy dry batteries will be your permanent customers.

10, don't force sales, not sell things that customers like, but sell things that are beneficial to customers.

1 1, reprimanding others or quarreling in front of customers is a "magic secret" that will drive customers away; This makes customers feel sick and uncomfortable.

12, selling good goods is a good thing, and advertising for good goods is a good thing; Even if customers have potential needs, they can't meet their needs without correct information. It is also the enterprise's obligation to provide customers with commodity information correctly and quickly.

13, with firm self-confidence and sense of responsibility. "If I don't engage in this sales promotion, society will not function smoothly"; You must deeply understand the existence of your own value in order to have enough confidence to do your own business.

14, be kind to suppliers, and speak out boldly if you have just requirements; But it must be based on the principle of "* * saving * * honor".

15. Even if the gift is just a piece of paper, the customer will be very happy. If there is no gift, please note: we should give a "smile"; Being happy with a little gift is the subtlety of human feelings, but if it is always like this, it will lose its original charm and weaken its sales power. Therefore, if you want to keep fresh, you must "smile and then smile".

16, always innovate and beautify the display of goods, which is one of the secrets to attract customers; This will make goods more attractive, and shops will become "public squares" where people gather.

17, wasting a piece of paper will also make the goods go up; To save and not waste, in short, in this competitive environment (but be sure to remember and leave the customer's address).

18, the goods are sold out of stock, which is tantamount to snubbing customers and is also an undesirable negligence of the mall. Apologize to the customer solemnly, say "we will replenish the goods as soon as possible" and remember to leave the customer address; This urgent remedial action is a matter of course.

19, strictly abide by the two-price method, but the price reduction will cause customers misunderstanding and damage credit; It will be unfair to customers to cut prices for customers who bargain and sell at high prices for customers who don't bargain. Everyone should unify prices and strictly abide by credit.

20. Children are "blessed gods" and special care should be taken for customers who have children or are called to go shopping; It is always an effective management method to work hard on children and make customers admire them.

2 1, often think about today's profit and loss (success or failure of the day), and form the habit of not sleeping until you know today's profit and loss, which can promote your self-motivation and sum up experience.

22. Praise to win the trust of customers: "As long as it is bought in our store, it is good." The mall is like everyone's face. They trusted and loved that face before they got close.

23. Work in high spirits, make the store full of vitality, and customers will naturally gather; Generally, it is necessary to create a relaxed and pleasant atmosphere.

It's a shame that salespeople watch news advertisements every day and don't know what new products customers like.

25. Season For salespeople, there is no so-called off-season, and they should make money at any time.

(eight) how to improve their service level:

1, insisting on "customer satisfaction" above all objectives; We absolutely adhere to "customer satisfaction" and adhere to the good aspects. We try our best to put service before ourselves, and our profits are directly attributed to this;

2. Daily assessment of customer satisfaction refers to the degree of customer satisfaction; Good at summing up and diligent in learning;

3. Be dedicated and happy, be keen on your work, and enter the role as soon as possible;

4. We must serve customers from the perspective of the object we want to be served; The purpose is to understand that the survival of commercial sales lies in customer satisfaction;

5, not only from the work to develop a "hospitality", but also in life, forming habits and improving personal quality;

6. Start with basic hospitality terms, such as polite terms, address, etc.

7. Develop fresh and neat action habits; Such as welcoming action, guiding gesture, standing posture, handing articles, etc. ;

8. Keep a kind and elegant smile; Be good at using your body language.

Fourth, the sales methods and skills of salespeople: salespeople should provide excellent sales skills: first of all, they should show superb sales skills in commodity knowledge, customer psychology, store skills and professional services. A little cleverness won't do, and it won't last long. Only by accumulating experience and paying attention to customer observation can we do it. There are no rules to follow in sales methods, and different sales methods should be adopted according to various situations.

(A) the sales methods commonly used by shop assistants

1. Habitual sales: Some consumers are often used to buying a certain product they are used to, which makes customers very familiar with and trust the various characteristics of the product and produces a preference psychology and stable attention. Therefore, they often do not make detailed comparisons and choices when buying, and can quickly form repeated purchases. When selling, they should try their best to recommend the goods that customers often use;

2. Rational sales method: Some consumers should carefully compare and select the goods they need to buy before each purchase. When buying, they should be calm and cautious, be good at controlling their feelings, and change their views without being influenced by the outside world. Therefore, they should talk less and watch more, be patient and let customers decide for themselves, otherwise it will arouse customers' resentment and hinder sales activities.

3. Economic sales method: Some consumers are very economical and pay special attention to the price when buying goods. Only low prices can satisfy them. When choosing commodities, such consumers will repeatedly compare the prices of various commodities and are extremely sensitive to price changes; In the face of such customers, we should try our best to recommend good quality and low price goods and give customers some preferential treatment on the basis of principles.

4. Impulse sales method: Some emotional consumers often accept the stimulation of product appearance, packaging, trademark or some kind of promotion, resulting in purchasing power behavior. This consumer's choice of goods is based on intuitive feelings. When shopping, they start from their personal interests and hobbies, like new and exotic goods, and less consider the actual utility of goods; For this kind of customers, by adding the appropriate language to the goods, they will often gain something.

5. Romantic sales method: Some consumers are emotional, romantic and good at association, and pay more attention to the appearance, shape, color and even brand of goods; Therefore, this kind of consumers are easy to shift their attention and change their hobbies when choosing goods.

6. Enthusiastic sales method: Some consumers belong to consumers whose ideological and psychological standards have not yet been finalized and have no fixed preferences. When choosing goods, they all buy them casually or by the way. For this kind of customers, we must be enthusiastic, serve well and be good at introducing them, so that it is easier to serve customers and facilitate transactions, and at the same time, we must not let them contact third parties and avoid unnecessary troubles.

7. Joint sales method: a method of selling several joint goods at the same time; Or sacrifice a new product with smaller profit space to attract more customers and drive a large number of high-profit goods to sell.

(B) psychological sales methods of sales staff:

1, assured sales method: this method focuses on quality. According to the customer's emphasis on quality, try to recommend goods with better quality, and give a way to guide customers to buy by paying attention to the quality of goods.

2. Rest assured sales method: This method focuses on after-sales service. In fact, quality in a broad sense includes not only product quality, but also service quality, so in the promotion process, we should publicize the company's guarantee of after-sales service quality to customers (seeking truth from facts and not exaggerating); Guide the direction and reassure them.

3. Smooth sales method: This method focuses on complete functions and smooth use. On the basis of reliable quality and thoughtful service, consumers also hope that the goods will have more use value, and guide customers to buy goods that are beneficial to efficacy, characteristics (but not inferior to others' goods) and use value.

4. Worry-free sales method: This method focuses on simplicity, simplicity and worry-free. Such customers should recommend and explain: simple and convenient products.

5. Satisfied sales method: This method focuses on the right and just right goods. For example, customers with a large floating population can use the goods they need; Or some goods are idle because they are too complicated and have too many functions, then we should provide just the right goods when promoting sales for such customers.

6. Peace of mind sales method: This method focuses on safety. Moreover, "peace of mind" is not only safe to use and operate, but also emphasizes goods such as life, health and environmental protection. Such as green products and health care products; So recommend some similar products to customers.

7. Pleasant sales method: This method focuses on meeting the requirements of sensory perception. This kind of customers pay more attention to the appearance, color and shape of goods, and consumers' buying behavior begins with sensory satisfaction.

8. Seduction sales method: This method focuses on mobilizing and guiding customers' interest in buying and promoting sales in real time. It is also a clever but not naked temptation, which makes consumers interested by creating suspense and must be purchased; For example, when a cosmetics company promotes its products, it "quietly" publicizes the personal special formula taken from "Lafayette" Cixi, which has been refined and shaped. There was a long queue of people who bought it at that time.