The first sells a layout the design
One, passageway and passageway design
(one) passageway design
The main demand of 1. passageway
(1) the company indicates by sign
(2) business hours
(3) clew mark
(4) exit indicates a sign apparently
(5) exit and entrance are due and divisional
(6) the illuminance of evening
2. passageway layout
① passageway is apart
② entrance is set in place of generous of stream of people
③ appearance as far as possible wide
④ passageway is designed should can drive a client to go to exit nature, orderly ground to scan the whole audience from the entrance, do not take dead space
(2) passageway design
The channel that sells the client on field to use differentiates give priority to passageway and deputy passageway, advocate the main thoroughfare that the passageway is lead client shift, deputy passageway is the client's mobile inside inn affluent
The width with enough 1.
2. advocate the passageway is straightforward: Advocate the passageway should become straightforward one-way way, grow as far as possible, the place of bend should as far as possible little
3. passageway unobstructed: Complementary passageway should with advocate passageway parallel or perpendicular across layout
4. the earth's surface is flat: The ground should maintain evenness, do not have steps leading up to a house
5. lamplight is bright and measurable: Normally the illuminance on the passageway should compare exterior illuminance strong 5 ﹪
6. is trouble-free content: The passageway should keep fluent, avoid to have dead space, inside the passageway cannot display, put the appliance that have nothing to do or equipment
(3) the design of area receiving silver
1. every 1000 smooth rice sells a set counter not less than 5
General design is the width that 2. receives silver-colored channel 1 -- 1.2 meters
3. receives the distance between silver-colored passageway to shop with can crossing two at the same time the car is advisable
The distance before 4. receives silver-colored channel shops 3 times with can passing at the same time the car is advisable
2, sell a division delimit dispenses layout
(one) area differentiates
Selling a layout the design basically is right the area inside inn undertakes differentiating, allocate sell an area, functional area is reasonable differentiate to rise effectively sell the operation of field capacity. Besides the setting of the passageway, still include to do business (sell goods) area, store the setting that machines area, auxiliary area
1. business area
Business area is commodity of client choose and buy, join the paragraph, section that puts a package, still include information desk, rest the area
2. stores treatment area
Store the area that processes commodity, the treatment before including commodity to receive goods place, carry out, arrange minute of outfit, safe
3. assists an area
Auxiliary area sells the administration inside field and the area that set facility, include of all kinds administration and business office, change the equipment room such as report, air conditioning, phone
(2) the area allocation that commodity configures
1. sells a target to decide the configuration of its commodity area according to kinds of each are big commodity
2. consumes pay rate according to the dweller, consult average rate decides existing supermarket the configuration of commodity area
The configuration of 3. reference competitor, him union runs distinguishing feature, decide the configuration of commodity area
(3) the configuration of commodity position
Normally consumer arrives such undertaking sell a shopping order: Aquatic product of livestock product of vegetable fruit → kind → is refrigerant feed category → to flavor → of beverage of → of category → candied biscuit is fastfood sundry goods of daily expense of → of milk of the bread that taste →
3, the magnet in selling a position is applied theoretically [understanding ＋ masters substantival explanation, brief answering question]
Of the supermarket sell the place that client attention can draw most in field to call magnetite point, in magnetite dot configuration appropriate commodity can be promoted sell the sale of field, and this kind of configuration can lead a customer ramble whole sell, increase client impulse sex to buy rate. The skill creation that magnetite dot can configure through commodity comes out
(one) dot of the first magnet
Dot of the first magnet is located in sell in field advocate the two side of the passageway, the commodity of the mainest sale is brunt commodity
(2) dot of the 2nd magnet
The commodity of configuration should be colour and lustre bright-coloured, conspicuous popular goods or seasonal strong commodity
(3) dot of the 3rd magnet
Dot of the 3rd magnet is to sell the end that goods shelves both ends displays in the center of field to wear the position, special offer is tasted, sales promotion commodity, usury embellish commodity
(4) dot of the 4th magnet
Dot of the 4th magnet is to point to sell the two side of deputy passageway in field
(5) dot of the 5th magnet
Before dot of the 5th magnet is located in place receiving silver among sell
The 2nd general merchandise is displayed
Commodity is displayed even if use bar ﹑ goods shelves to display appliance with etc put goods, in order to show the complete picture of commodity, utmost ground attracts customer, look around for the client, the choose and buy creates convenience condition. "Displaying is silent sale " , " be being displayed successfully is excellent breathed salesman "
One, the function that commodity displays
(1) the major idea that reflects market
(2) shape market image
(3) pass commodity information
(4) beautification commodity
(5) stimulative consumption
2, general merchandise exposes a method [understanding]
1. is orderly display a magic art (single commodity; Norms dimension; Size is consistent)
Orderly the quantity sense that displays a law to highlight merchandise, give a client the impression that inn of a kind of door is about to promote in great quantities. So orderly display a magic art commonly used be about to promote client, discount to lead in great quantities at door inn tall, buy the goods with tall frequency display. Orderly the one aspect of the matter that the goods shelves that display can configure centrally to display goods shelves commonly, also can pile up alone display
2. displays a magic art randomly (in the center of display worn corridor inside or elsewhere)
Displaying a magic art randomly is random ground commodity accumulation is on a kind of circle or quadrate meshy basket or stage, deserve to have the price brand that special offer sells normally, to the client a kind " sell especially article " , " petty gain is tasted " impression. Special offer of general door inn or the commodity that are sales promotion use this kind of method
3. disk type displays a magic art
It is orderly that disk type displays a magic art the change that display displays a magic art, what it behaves also is the volume move of commodity, disk type displays a magic art is not the accumulation of many a orderly ground that takes commodity from inside paper box goes up, after the paper box bottom that will load goods however makes dish of shape dissection, stay, next with dish for the unit accumulation goes up. The position that disk type displays but with orderly display frame consistent, also can display be in in imports and exports
4. holds concurrently with display a magic art randomly
5. termination displays a magic art
Worn two end are being displayed in the center of is the client passes discharge the place with the biggest, roundtrip highest frequency; Termination is used commonly display special offer to taste, the commodity with the new merchandise that recommends a client and high profit; Termination is displayed frame on should give priority to with the commodity with combined-type, associated strong sex
6. island type displays a magic art
Selling the entrance of field place, mid bottom perhaps independence configuration is special display exhibit a stage, see from 4 direction, appliance has glacial ark, platform or large meshy commodity basket commonly. To make the client can surround insular type displays a stage (frame, ark, basket) commodity of choose and buy, should give insular type to display with larger space
7. is narrow seam display a magic art
Display in the center of frame on remove a few clapboard, the shelf that takes root only forms narrow long space, those who undertake is special display. Narrow seaming the ware that display can be only 1 or 2 sheet taste a commodity, what what it wants to behave is the volume move of commodity, displaying a quantity is common 4 ～ 5 times. Narrow seaming the ware that display had better be the commodity with new merchandise or high profit, can have better sales promotion effect so
8. is outstanding display a magic art (colourful, seasonal strong)
The purpose is attract the customer in the center of display frame in go
9. overhead suspension displays a magic art
The commodity that can make these do not have stereo feeling produces very good stereo move result, and can be added other and special the change that displays methodological place to do not have
10. fixed position displays a magic art
Fitting the position that commodity fixed position displays is change commonly display in the center of not quite frame
11. correlation displays a magic art
different classification but the merchandise that has complementary concern is displayed together
12. displays a magic art quite
Give same goods by different specifications, different amount classification, display together next. The intent that displays the operator that law place should behave quite is to make client more the ground is bought
3, commodity displays skill
Of the characteristic of management end, commodity, client buy the habit, characteristic that displays goods shelves
(one) commodity is displayed want clearly
1. partition locates
The number discharging a face that 2. commodity displays wants proper
Price tag wants 3. clear, marked (stick the commodity obverse side that has price tag to want to face a client)
4. every kinds of commodity cannot be held off by other goods the line of sight
5. shows commodity obverse side (the commodity of goods shelves ground floor can tilt type is displayed, goods shelves shoulds not be too tall)
(2) commodity is displayed should take easily put
(3) commodity is displayed should plump
Should appear when some commodity complement is insufficient, those who display goods shelves is vacant and general need not the goods of photograph adjacent comes fill, come with the commodity with sale high rate however fill
(4) make a client easy the seat that differentiate displays ware
(5) commodity displays the position to want reasonable [understanding]
1. the first valid area
70 ～ are goods shelves height 130 centimeters the first valid area, also be called gold displays an area
2. the 2nd valid area
50 ～ mix goods shelves height 70 centimeters 130 ～ are the 2nd valid area 180 centimeters
3. the 3rd valid area
Goods shelves height is the 3rd valid area 50 centimeters with 180 centimeters of above below (the ware that 180 centimeters of above do not display a sale, can show ware)
(one) commodity undertakes " stereo advancement " display
(2) commodity undertakes associated sex is displayed
Commodity of general and associated sex should display the two side in the passageway, or display the different group goods shelves in same passageway, same way, same side to go up
▲ ⒈ balanced method
2. series law
3. produces category to fasten a law
4. price law (go up high low)
5. dash forward show gold extent
Law of 6. colour collocation
(3) series commodity undertakes verticality is displayed
(4) termination is displayed
Inn of the first door serves a standard
One, commercial profession ethic
1. honest be as good as one's word
2. is all wool and a yard wide
Put an end to fake and " 3 without " (the name that do not have a factory, without the site of factory, without the name of an article) , " be satisfactory to both sides " (complete foreign language, complete phoneticize) sale of the ark on commodity
3. deal is fair
4. serves sincerity
5. client is satisfactory
6. founds brand (the ② of brand of businessman of a kind of affirmatory ① that what the brand points to is pair of clients serves brand of brand ③ particular product)
7. develops culture
2, shopping environment standard
1. shopping environment is clean and neat, comfortable, air is fresh
Layout of 2. kinds or types of goods is reasonable and plump
3. rests the establishment of the safe advantage such as label of space, parking lot, wholesome establishment, sign
4. client service center and relevant complain a phone
3, standard of commodity quality standard
(1) carry out strictly " product quality standard " , " oppose unfair competition law " , father to involve replenish onr's stock, do not sell fake commodity and " 3 without " commodity
(2) " measurement Law " standard measuring implement of the regulation and weighing apparatus, make sure fairness trades, child old man does not have bully
(3) carry out strictly " new 3 packets " policy, serve standard, honest be as good as one's word
4, standard of service personnel action
(one) standard of appearance, appearance
1. unites an outfit
Move install should clean, orderly
2. looks is easy
3. maintains individual sanitation
4. smile serves
5. arranges appearance appearance
(2) bearing standard
1. station appearance
2. travel condition
3. gesticulation
4. bearing
(3) inside bazaar prohibit behavior
(1) smoking, eat chewing gum
(2) chat, be laughing and playing fights noisely, make private telephone call
(3) indelicate movement
(4) hand akimbo, hand holds a bosom in the arms
5, service language standard
(one) courteous diction
(1) call sign
(2) greeting language
(3) complimentary language
(4) congratulant language
(5) apologetic language
(6) leave language
(7) thank language
(8) respondent language
(9) consult language
(10) honorific
(2) entertain a guest standard
(1) face of the beard when confronting a visitor brings a smile
(2) preoccupied intention listens, do not break guest talk
(3) when talking with the guest, need the work in stopping a helper
(4) when the guest enquires, should be in charge of seriously
(5) when answering client question, want amitable, language kind
(6) recieve a client to should use mandarin
6, system of commodity exchange a purchase [understand]
(1) assume a bag to repair, the bag is retreated or of other responsibility, ought to fulfill by national regulation or agreement, must not intended and protracted unjustifiable perhaps refuse
(2) after consumer is buying goods, discovery has quality problem or other issue needs to repair, change, when retreating, hold shopping credit to get stuck to be complained to industrial and commercial place by formulary time please
(3) operator should be recieved seriously when recieving consumer to complain, talk things over actively solve, to cannot be being solved temporarily, produce controversy, want to cooperate industrial and commercial place to handle good issue
(4) commodity quality has a problem, operator wants termless give retreat goods or exchange goods; Commodity quality affirms not clear, supervise sectional appraisal to technology of province, city, if have quality problem, operator bears appraisal cost
The 2nd client serves a working content
One, job receiving silver
→ of gathering of → of amount of amount of → of car of ∕ of bagging of → of commodity of degauss of → of commodity of scanning of greeting client → looks for 0 → to thank a client
Particular operation: Move, sweep, check, outfit
2, put a bag to be in servive routine
(one) put a package artificially
(2) put a package automatically
3, goods of exchange a purchase works (" 3 packets " service: The bag is repaired, the bag is changed, the bag is retreated)
(one) the preparation before doing business works
Personnel of service of goods of 1. exchange a purchase goes the exchequer that cash does is gotten with sheet of the exchange goods that retreat ∕, registering this getting on to sign
2. clean information desk is wholesome, check relevant writing material to whether prepare appropriate
(2) the working flow in doing business
Goods of commodity exchange a purchase handles a program to divide kind of case: The exchange goods of the exchange a purchase of commodity, commodity, member that receive silver sweeps commodity more return money [understanding]
When be like before a few commodity in sweeping commodity to be an operation more, do negative number processing immediately by director receiving silver, the member that do not allow to receive silver does the processing that cancels to trade [judgement is inscribed]
(3) the job after business end
(1) announcement floor is in charge of commodity of exchange a purchase of sign after receiving sth of goods area of exchange a purchase
(2) serve personnel to make shipping list of exchange a purchase when goods of class exchange a purchase " statistics of money of daily exchange a purchase " , OK and detailed knowledge cancelled a number of exchange goods commodity and amount that day
4, barrow government works
(1) the barrow that gives out the client in time reachs shopping basket to put in reductive place 's charge
(2) outside supervising the work, the attaint that personnel should protect to prevent barrow to reach shopping goal outside assistance, lose
(3) go-cart of every weeks of adversary reachs shopping basket to have check
(4) barrow administrator should clear in time the spoil inside barrow, rinse regularly use in order to make sure its are normal
(5) barrow has attaint appearance, answer to sign up for administrative department in time to repair
5, gift extends government works
Of 1. gift receive money
2. receives gift
3. extends gift
The items of an account of 4. gift
Of 5. gift turn goods and discard as useless
The audit of 6. gift
6, broadcast center supervises the work
1. improves the business quality of itself hard
2. learns to broadcast proper music according to guest discharge
3. makes full use of sales promotion advertisement comes sales promotion commodity
It is difficult that 4. should discharge care to solve for the client, sufficient play serves beamed function
Complaint handling of the 3rd client [understanding ＋ masters]
One, the client complains a type
(one) to commodity complain
(1) quality is undesirable (bad article, cross the expiration period, character poor or not applicable)
(2) the price is exorbitant
(3) designation nots agree with (the price on the price designation on commodity and sales promotion advertisement is abhorrent)
(4) commodity be in short supply
(2) to the service complain
The service means not proper of 1. assistant: Recieve knowledge of slow, language, commodity
The attitude of attending to guests of 2. assistant owes beautiful: From Gu Ziliao client of day, follow closely, take a person with garment appearance
The bad behavior of 3. assistant oneself: Be tired of the job, evaluation client, mutual do not support
4. service work is undeserved: Settle accounts mistake, pack, content flows
5. is right serve a system complain
6. is mixed to safety of the environment complain
7. installation is improper
2, the client appeals to blame management
(one) appeal to complain processing principle
The service concept with correct 1. " the client is correct forever "
2. has Zhang Ke follow
3. handles in time: Give full cooperation, do not want exasperate client
4. distinguishs responsibility
5. takes archives analysis: Draw a lesson
(2) appeal to complain processing skill (handle affection first, aftertreatment incident) [master]
"CLEAR " method: C -- the sentiment that dominates you (Control) , L -- listen attentively to a client to recount (Listen) , E -- build as resonant as the client aspect (Establish) , A -- the case to the client expresses regret (Apologize) , R -- the program that offers lash-up and foresight (Resolve:
The sentiment that 1. dominates you (C) the mood 〕 of personnel of 〔 control service
1) deep breathing
2) the serious degree that ponders over a problem
3) uprise a few paces
4) retreat in order to advance
2. listens attentively to a client to recount (L) 〔 to understand consumer 〕
1) all-around listen attentively to
2) do not interrupt
3) pass the information that is taken seriously to the client
4) if making clear the other side
3. builds as resonant as the client aspect (E)
1) repeat content
2) make a response to experiencing
3) the condition of imitate client, conversion thinks
4. expresses regret to the client's case (A)
1) apologize for case
2) certain type apologizes
The program that 5. offers lash-up and foresight (R)
1) rapid processing, to customer acceptance
2) deep self-criticism, improvement rises
3) fulfil
4) the value that feedback complains
The 4th client serves quality to evaluate
One, customer satisfaction spends investigation
1. main goal is: Cause the index of crucial outstanding achievement of customer satisfaction certainly, evaluate constituent outstanding achievement, judgement improves index of main outstanding achievement what to need the importance of measure and take correct action
2. measure: (one) formulate customer satisfaction spends investigation to plan
(2) the survey orgnaization with exterior and special option
(3) identify a customer and investigate an object certainly
(4) the outstanding achievement index of affirmatory key
(5) the method that chooses investigation
(6) the design investigates questionnaire and carry out investigation
(7) affirmatory investigation frequency
(8) analytic findings
2, mysterious client method [the noun explains]
The investigation means that mysterious client method is quality of field service of a kind of inspection (basically be to be aimed at a service)
Mysterious client is investigated by mysterious client, it is to retain independence normally the personnel of tripartite, study the researcher of the company or seasoned client like the market, to the service through participating in the means of observation the spot undertakes real service experiences an activity
(one) the characteristic of mysterious client method
The advantage of method of 1. mysterious client
(1) those who observe is true the action that produce
(2) the client in avoiding after the event to visit is right serve a process break recall a problem
(3) when participating in observation, be enslaved to be enslaved to of the member that avoided a visit is oral the gift of tongues and the limitation of the generation on the amount that collecting information field and quality, observation serves detail in detail and can be service result not only
The defect of method of 2. mysterious client
(1) the reason that cannot discover phenomenon and question happen
(2) reach its to groom to the quality of mysterious client, taller than requirement of traditional investigation method
(3) cannot record observation result directly in the spot as a result of mysterious client, fill in through memory questionnaire may be right the reliability of investigation and effect generation influence, the executive process itself of mysterious client needs strict quality control
Method of 3. mysterious client and traditional customer investigate methodological distinction
Mysterious client method
The tradition investigates a method
Investigate a method
Observation law
Visit law
Investigate a process
The person that be visited does not know he is being observed
The person that be visited knows he is accepting a visit
Deviation effect
Visit a deviation
Experiment effect, social praise effect
Data property
Collection information is objective
Collection information may contain subjective sex
Use range
Field service quality is checked
Customer satisfaction spends investigation
(2) the application of mysterious client method in serving quality government
The function that 1. governs to serving quality
(1) findings is the important basis that serves quality test
(2) the information that investigation obtains is the important basis that the service improves
(3) for the enterprise perfect service standard provides pertinent information
(4) track service personnel service to groom, the effect that the standard carries out
(5) service standard is aimed at
2. investigates content
(1) door inn is exterior environmental examination
(2) service spot scanning
(3) service process experience
(4) business checks
(5) field service improves guidance
Of method of 3. mysterious client carry out
(1) the person that choice investigation is carried out
(2) select mysterious client
(3) door inn samples
(4) investigate timeline
(5) quality controls measure
3, improvement serves quality government
(one) difference
(2) measure
