What you said is actually similar to the work of the service desk staff in a supermarket. I hope the following contents will help you:

1. Basic requirements for cashiers

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1. Dressing is mainly simple and elegant.

The first impression of customers is the clothes of employees. Cashiers always wear uniforms and employee ID cards during work, which is convenient for customers to supervise. The uniform should be kept clean and tidy, and the employee ID card should be worn on the left chest. If it is necessary to wear a sweater in cold weather, the employee ID card should be worn on the sweater. Wear single natural color stockings, and choose the color that matches the shoes when wearing socks.

2. Female employees should wear light makeup and have appropriate hairstyles.

① wearing light makeup can make salespeople develop a good sense of self, enhance their self-confidence, and at the same time give customers a fresh and pleasing visual effect, which is easy to make a good impression.

② don't wear earrings, necklaces, rings and other accessories (except wedding rings) during work.

③ The hairstyle should be refreshing, simple and natural. Clip the bangs on your forehead with hairpins, and don't cover your eyes. Shoulder-length hair should be tied up, and the hairpin and rubber band used should be single black, dark blue or brown.

(2) Smile and words and deeds

1. "Smile" can cultivate sentiment and purify the soul. Employees' smiles can generate economic benefits, gain customers' trust, and

stimulate customers' desire to buy.

2. The words and deeds of employees represent the image of the company, so employees' personal behaviors should be responsible for the company. When receiving guests, we should pay attention to the following aspects:

① Receive guests with a cheerful, cordial, sincere and natural attitude;

② Don't use rude words;

③ Modesty, prudence and respect for others' personality.

3. Treat colleagues with courtesy, accurate and standardized language, soft and healthy tone and moderate voice size. For example:

"Hello!" "Morning!" "Please!" "Thank you!" "I'm sorry!" "Hard work!" Wait a minute.

(3) correct standing posture

The cashier's work is mainly standing posture, so it must be kept straight (the right hand is folded on the left hand and placed in front of the abdomen, the back is straight, and the feet are crossed at a 45-degree angle). When greeting customers, your body should stand at a 45-degree angle with the cash register.

(4) principles and skills of receiving customers

1. Principle of equal treatment: customers should not be treated kindly just because they are friends or colleagues they know, or

their service attitude should be distinguished by their clothes.

2. One person, one guest principle: Don't receive more than two customers at the same time, but when you meet other customers during the reception, you should

politely say, "Please wait a moment" and smile back.

3. First-come-first-served principle: customers should be received in order. If you can't judge for yourself, you should ask, "Which customer

arrived first?" Receive the customers who arrive first, and say "please wait a moment" to the customers who arrive later. As a cashier, you should always guide the customers in the correct direction of queuing.

4. responsive principle: answer the customer's request in a friendly way, and do not conflict with the customer (such as distributing plastic bags),

and always consider the problem from the customer's standpoint.

Second, business skills

1. The "three elements" of collection (both are indispensable)

① Accuracy

The cashier should ensure the accuracy of each action. Errors in settlement will make customers doubt the cashier's quality, which will damage the company's reputation; The mistake of inputting commodity information will make the sales department make a wrong judgment on the sales situation and make it difficult to settle accounts with suppliers.

② rapidity

Cashiers should act quickly and skillfully to collect money. When customers come to pay, the cashier should put down what he is doing, say hello politely, and then collect money quickly. When the cashier changes shifts, the action should be more rapid to ensure that the handover work is completed within one minute.

③ A light answer

Cashiers should use polite expressions to receive customers with a cheerful and light attitude, so that customers can feel happy shopping here. Pay attention to tone and intonation.

2. Polite expressions for collecting money

① Greeting sound: When welcoming guests, face the customers, smile at each other and say, "Welcome!" Or "morning!" .

(2) singing and singing: input commodity information and tell the price to let customers know the price of the commodity, which can avoid disputes caused by customers looking at the wrong amount. Then, the right hand points to the display screen of the cash register and tells the customer, "Thank you for how much". After receiving the payment, check the amount with the customer, "How much do you charge"; After conversion, hand the change and computer receipt to the customer and look at the customer: "How much is your change? Thanks for drying!" .

③ It is also necessary to use polite expressions, such as "Sir/Miss, please wait a minute for the shift change", and then put the POP card in front of the counter.

3, commodity packaging (supermarkets, department stores)

① supermarket commodities

No matter the quantity of commodities, you must "basket over basket" when passing the plane. The principle of passing the plane first

"big goods first, hard goods first, heavy goods first". It is best to hold heavier goods with both hands; Fresh and cooked goods are placed separately; Unpackaged underwear, towels are packed in plastic bags before being put into the shopping basket. And according to the types of goods, how many plastic bags are distributed, and politely guide customers to the packaging desk to pack themselves. Principle of distributing plastic bags

In order to avoid wasting plastic bags, you can send one more for fragile and heavy goods; You can send one more customer after your patronage. If you don't patronize the guests, you should politely decline: "Sorry, sir/miss, we can't distribute plastic bags for free." In addition to plastic bags, the company also provides wrapping paper and paper boxes to facilitate customers to pack porcelain, large quantities or large items.

② Department store merchandise

The cashier is responsible for packaging the merchandise. After receiving the money, the cashier puts the merchandise neatly into the plastic bag, attaches the computer receipt to the arm of the plastic bag, staples the hands with a stapler and hands it to the customer, saying "thank you".

③ Precautions Before packaging, you should pay attention to check whether the goods are damaged or dirty, and replace them if they are, so as to prove that you are responsible for customers. The standard of packaging must be that the volume of goods accounts for two-thirds of the capacity of plastic bags, so that customers can carry them conveniently and comfortably. Packaging should be fast and safe, and the goods should be handled with care.

4. Delivery service and return procedures

① The delivery service of the company is handled by the business management department and colleagues in the sales department, and the payment settlement of the delivery note is related to the cashier. The payment method of the delivery note can be divided into two forms: full payment: all customers who have purchased all the goods in 511 yuan (except fresh food in the supermarket) and ask for delivery

will be paid in the normal payment form. After the salesperson fills in the delivery note, the cashier will sign the receipt record column on the delivery note for confirmation. Prepayment of deposit: the deposit is collected by the cashier from 11:11 to 18:11 every day, and after 18:11, it is collected by the cashier

. After the salesperson fills in the delivery note, the cashier signs the column of deposit amount on the delivery note for confirmation, and uses the corresponding delivery note to financially bind the deposit amount, which is put into the gold bag together with the turnover of the day and deposited in the vault after receipt. After receiving the deposit, the cashier must record the delivery note number and the deposit amount on the process report, and ask the person in charge of the sales department to sign for confirmation. The deposit amount does not need to be entered into the computer. Balance collection: Colleagues of the Commercial Management Department take the delivery note, deposit receipt and the balance to be collected to the cashier, and the cashier inputs the deposit receipt amount and the balance into the bank machine according to the turnover of the delivery note. After the collection is completed, the printed computer documents will be handed over to colleagues of the Commercial Management Department for processing. At the same time, fill in the deposit amount in a delivery slip and input it into the computer to print out the delivery slip, and finally hand over the deposit receipt, handwritten delivery slip and computer delivery slip to the cashier; If the deposit balance is received after 18:11, the cashier will do the same, just put the documents handed over to the cashier in the gold bag.

② Return and exchange procedures

Shopping malls put customers first, so they provide customers with comprehensive and high-quality return and exchange services. The service desk is the counter where the company handles the formalities of returning goods, and the cashier there is responsible for the settlement of the returned goods. The main principles of returning and exchanging goods: if the goods have no quality problems, in principle, no refund will be given, and the goods will be replaced, and the price of the replaced goods must be equal to or higher than that of the original goods. If the goods have quality problems, they can be refunded. In principle, you must have a computer bill for returning or exchanging goods. If the customer loses the computer list, the relevant department of the company will confirm whether the goods were purchased in this mall. All return and exchange forms shall be filled out by the person in charge of the service desk and then handed over to the cashier for settlement. If a customer purchases with a credit card and asks for a refund on the same day, the service desk staff will fill in the Refund Form, and the cashier will inform the supervisor to handle the return formalities at the bank where the goods were originally purchased. If the return is not handled with the card number on the same day, it can be handled in cash.

5. Handling of customers' opinions and inquiries

① Common disputed prices are wrong

When there are two selling prices for a commodity, the cashier should collect the money at a low price and report to the management personnel so as to inform the person in charge of the sales department and correct the price tag in time. Counterfeit money

When receiving a customer's payment with counterfeit money, the cashier should be more polite to the customer and propose to replace another coin. If the customer has any objection, the cashier should further explain and analyze the characteristics of the real and fake banknotes with the customer. If the customer still has any objection, the cashier can guide the customer to the bank to distinguish the authenticity of the banknotes. When a customer complains that the cashier is looking for counterfeit money, if the customer did not leave the cashier at that time, the cashier should immediately apologize and replace another banknote for the customer, and at the same time hand over the counterfeit banknote to the competent department for handling. If a customer leaves the cashier and complains afterwards, it will be handled by the cashier supervisor. Fake card

The situation of fake foreign currency credit cards is serious, so the cashier should pay special attention to the authenticity of the cards when receiving them. If a fake card is found, it should be politely rejected. If it cannot be identified for a while, it should immediately notify the supervisor to authorize and report the "code 11" fake card code, which will be handled by the cashier supervisor. Inconsistent change amount

When the cashier finishes the collection work and the customer has any objection to the collection amount or change amount, the cashier should inform the cashier supervisor to clean the machine within the sight of the customer. Order of collection

Cashiers must collect money in the order of customers' queuing. In case of customers cutting in line, they should politely guide customers to the correct queuing position. Don't collect money first because customers are talking loudly or rudely, as this will lead to complaints from other customers. Deception

When the cashier encounters fraud during the collection period, he should immediately notify the supervisor on duty or the staff of the Security Service Department to handle it, and explain the main characters and events in detail.

② The main reason of the dispute is the commodity reason; Psychological reasons, such as personal interests, are not satisfied; Reasons for different roles, such as the interaction between the buyer and the seller; Work reasons, such as the phenomenon of paying attention to one thing at a passenger flow meeting; Settlement error; Goods have no after-sales service; False advertisement; Violation of professional ethics "going through the back door"; The service attitude is strict and inferior.

③ steps to deal with disputes: listen to customers' objections; Verify that you understand the customer's objection (repeat it); Don't argue; Answer objections; Try to close the deal.

④ Common solutions: If the customer makes rude remarks and damages the employee's personality, convince yourself with the principle that "the customer is always right"

. Alternative method: in case of conflict, another employee will replace the conflicting employee, and the customer's requirements will be met

by proper means. The same way: another employee stands in the customer's position and agrees with the customer's opinions and requirements to resolve the conflict.

⑤ In order to avoid conflicts, cashiers should improve their own quality in addition to collecting money, so as to achieve "what to sell, what to learn and what to know". As the goods change with each passing day, the quality of service demanded by consumers is getting higher and higher, so cashiers should learn the following points: a. Have certain knowledge of goods, such as the name, function and usage of goods. B ways to get familiar with commodity knowledge, such as understanding commodities, learning from experienced salespeople, paying attention to customers' opinions, learning from newspapers or magazines, and combining one's own life experience. C. consolidate the basic theory. In order to adapt to the development of the times, improve their professional level, learn more knowledge related to work or conducive to improving their own quality. D. learn foreign language knowledge. Use your spare time to learn more foreign languages, especially common reception terms.