Code of Business Ethics, reflecting the basic characteristics of business, but also reflects the basic requirements of the Code of Business Ethics, the core of which is under the guidance of the spirit of wholeheartedly for the service of consumers, correct business style and service attitude, in the operation of the correct treatment of the country, the enterprise, the relationship between the consumer, and consciously safeguard the interests of consumers. Specific contents include: #" Strictly implement the relevant guidelines, policies, regulations and ordinances of the Party and the State, and wholeheartedly serve the consumers. $" adhere to civilized business, polite treatment of customers, do not coldly, backbiting customers, do not discriminate against customers; the truthfulness of the goods, fair trade.!"" Strict implementation of commodity prices and supply policies, to do clearly marked prices, weighing and measuring, not hard with the goods, not substituting good for bad, not disguised price increases, etc., to protect the interests of consumers. #" Publicize and introduce commodities in a factual manner, without exaggerating the advantages and concealing the disadvantages, and maintain the socialist business reputation. $" Return and exchange commodities in accordance with the commodity return and exchange system, so that the general commodities are not dirty, not disabled, and the quality of the commodities are guaranteed to be returned and exchanged. %" Firmly resist and oppose improper behavior.
Two, the shopping environment service norms customers to the mall to buy goods not only require goods at a good price, but also requires a comfortable and elegant shopping environment.
In order to beautify the shopping environment, improve the quality of the shopping environment, to attract more consumers, it is necessary to strengthen the shopping environment service norms. Environmental service norms include: &" good cleanliness and hygiene, keep the goods, walls and floors clean, no debris on the ground and no stains. There must be a person in the yard circuit cleaning. The goods yard is not messy stacking whole pieces of goods and packaging materials, not messy hanging banners, not messy posting for sale signs, to maintain a good appearance of the store.'" Improve the hygiene and cleanliness of containers, shelves and counters.!" Improve the hygiene of the merchandise itself. Goods for sale should be kept as neat and clean as possible. Display goods should also be kept fresh. #" The mall has a good, spacious frontage, with clear, eye-catching signs. There should be a parking lot at the entrance of a large mall, and the main entrance of the mall should have a layout map of the cargo space, which describes the categories of the main commodities to be handled. $" Bright lighting, beautiful decorations, and the color and appearance of goods need to be set off by light so that customers can easily identify and select them. %" Fresh air, moderate humidity and temperature. The shopping mall business hall must maintain good ventilation conditions, so that air circulation. (" The mall's décor should have an overall plan, the colors are coordinated with each other, with each other, not too harsh, not too tacky, with the overall coordination. Radio sound equipment can broadcast some relaxing and pleasant music.)" Provide some physical facilities for the convenience of customers, such as the establishment of restrooms, customer fitting rooms, customer lounges or reclining chairs. All these measures will be conducive to provide customers with a convenient shopping environment.
Three, merchandise display specifications merchandise display is a regular work of commercial services, requires according to the characteristics of different commodities and site conditions, through clever and reasonable ideas, the arrangement of goods.
Tidy, clean, artistic merchandise display can beautify the shopping environment, bringing consumers a comfortable and pleasant environmental atmosphere and enjoyment of beauty. Through the display of merchandise display, but also the performance of goods, features, price and so on to convey to the consumer, by their free choice to compare, play its freedom of choice of goods, shorten the purchase time.!" Commodity display should follow the principle of "neatness, art, guide to purchase, convenient sales". #" The goods on display in the counter, shelves should be kept neat, full, orderly, categorized into varieties in a certain order, easy for customers to watch, buy goods. $" Layers of merchandise should be displayed in a way that makes full use of the space, but also has a certain amount of space and spacing, and is arranged in geometric shapes to show the appearance of the merchandise. %" Wrecked and dirty goods should not be displayed in the counter or on the shelves, and displays should be replaced regularly. &" The passage between the shelves and the counter should not be stacked with too much merchandise, and the merchandise should be neatly arranged and not exceed the height of the counter.'" The merchandise display at the top of the shelves should also be based on the principle of beautifying the appearance of the field and highlighting the characteristics of the merchandise. (" Commodity display to novel, eye-catching as the standard, requires a strong sense of three-dimensional, have a good artistic effect, seasonal prominence.
Four, commodity quality standard specification commodity quality standard specification is the mall of goods in the varieties, specifications, intrinsic quality and other aspects of the provisions made.
Commodity quality is a great concern to consumers. It is not only related to the consumer's actual use of the benefits, and will have a significant impact on the enterprise. A shopping mall that often sells shoddy goods, will lose customers, lose the market. The main requirements of commodity quality is a complete variety of goods, colorful, marketable, genuine, safe and reliable, harmless to human health. This requires the shopping mall to good goods imported, while sales staff must also master the knowledge of the quality of goods, familiar with the quality of goods business identification methods, in the sale of goods to help customers actively select a good deal.
Fifth, the salesman behavioral norms salesman behavioral norms is an important part of the mall service specification, is throughout the service process of the basic requirements. Salesman behavioral norms mainly include the following:
(a) the preparatory work before going on duty!" "Three Qi" on duty, i.e., wearing work clothes, wearing a lookout cap, wearing a badge, showing the spirit of the salesman."
Strictly abide by the work and rest time, do not be late, do not leave early, on time handover. On time to the counter on the goods, stocking, ready to receive customers. $" Dress neatly and dress appropriately. Clothes should be neat and clean, not strange clothes, male workers can not grow a long beard, female workers light makeup on duty, not hair, heavy makeup. %" Full of spirit and energy. Go to work with enough energy to be better able to do their jobs and better serve customers.
(2) posture station positioning station, stand to be upright, facing the customer, legs stand naturally, hands naturally drooping or gently holding the counter, etiquette stand. Not allowed to have leaning against the shelves, lying on the counter, stirrups container and other impolite action.
(C) service discipline!" Are not allowed to chat in the counter pile, laughing and chatting pile is bound to distract, affect the service, give customers a bad impression."
No smoking, eating, reading newspapers and magazines inside the counter is not allowed for shopping centers, smoking not only pollutes the environment, but also may cause fire. Eating, reading newspapers and magazines inside the counter is detrimental to the image of the salesman, but also to the image of the enterprise. $" is not allowed because of the goods, checkout or point of money and ignore the customer customers to the mall, the mall service personnel must be warmly received, take the initiative to greet. Even if the customer's attitude is not good, the salesperson should be patient and calm, otherwise, it will seriously affect the reputation of the enterprise. %" Not allowed to store personal belongings in the counter, such as: school bags, handbags, cash or other items, etc., to facilitate the distinction between public **** property and personal belongings, so as to avoid loss or accidents. &" not allowed to borrow money and bills, not allowed to privately use the goods, not allowed to privately buy goods in short supply '" work time can not casually leave the workplace
Sixth, the sales service program specification clear sales service program, both the objective requirements of the service specification, but also to improve the efficiency of the service work of the basic requirements.
The content of the following aspects: !" Do a good job in preparation for the business, so that the library has a full counter, full and neat display of goods, according to the requirements of the necessary catalog of goods ready for the goods. #" Do a good job of counter health, remove the dust on the goods, clean shelves, ground, keep the shelves clean and dust-free, wipe the glass counter, so that it is bright and clean. $" Prepare sales tools, calibrate measuring instruments, check price tags, place one tag per product, align tags accurately, and prepare change and wrapping materials and sales receipt books. %" Greet customers as they approach the counter and say the first word. &"" Take and pass the goods according to the customer's needs, take and put them gently, and do not allow the goods to be thrown or dropped.'" Show goods, to pay attention to the skills, to do "four show", that is, shawl display, three-dimensional display, plane display, contrast display, so that customers fully understand the goods, prompting customers to actively buy. (" Customers recognize the purchase of goods, the salesperson to the customer reported the unit price of goods, pricing collection, sing sing pay. If it is a centralized collection, we should fill out the purchase ticket, hand it to the customer, indicate the location of the cash register, retrieve the stamped "cash paid" pickup coupon, and then hand the goods to the customer. If the customer needs an invoice, fill it out according to the regulations.)" If you need to wrap goods, wrap them securely and beautifully so that they are easy to carry, and take the initiative to help the customer wrap the goods together. *After the customer has finished purchasing all the goods he or she needs, say goodbye to him or her in the appropriate language and manner. +" When the business is about to end, patiently receive the last customer, not allowed to hang the curtain, turn off the lights, seal the bottom payment or pack up things and other ways to rush the customer, to complete the day's work satisfactorily.
Seven, salesman service language norms language is the expression of thoughts and feelings of the tool, the salesman to receive customers, a moment can not be separated from the language.
Customers often evaluate the quality of service based on language, the correct use of language is very important. In general, the salesman in the whole process of receiving customers, language enthusiasm, cordial, kind, polite, flexible use of "you, please, welcome, sorry, it's okay, thank you, goodbye" and so on fourteen words of civilized polite language. Specifically, in each different stage of service, according to the customer's different character traits, the appropriate use of language.!" Greeting language to meet customers, say good first sentence, greeting language must be appropriate, the customer can be collectively referred to as "you", but also for the age of different customers, gender, the use of a variety of honorific terminology. The timing and manner of greeting should also be appropriate. Experienced salesman has summarized several ways to greet, namely, "grasp the timing of the appropriate, flexible, according to the line of sight to take delivery, the customer to think about the temporary wait, the business is idle publicity, the business is busy comfort" and so on. #" Transactional language to the customer to greet, but only a good start of the service process. To make customers more satisfied, but also must master the language of the transaction. Transaction language is used in the process of buying and selling goods in the professional language, is a key link in the service. Salespersons should pay attention to speaking skills, language art, not to use exaggerated language, sarcastic and sarcastic language, as well as a variety of uncaring language and so on. $" Acknowledgement and apology language in the service process, the customer came to shopping and in the shopping process to give the cooperation, support to express gratitude to the customer for the inconvenience caused, such as no goods, the sales process of the error to express apology. You can say "thank you for your care", "sorry to keep you waiting", "please forgive me" and so on. Through these thanks to apologize for the language, so that customers feel friendly. %" Farewell language to receive customers to start and finish. From greeting to collect money (ticket) to pay for goods, forming a warm scene in the sales service. After the goods are sold, if the salesman does not pay attention, it is easy to cause the enthusiasm of the scene suddenly cold down. Therefore, after the end of the service, the salesman should take the initiative to say goodbye warmly, such as "welcome to come again!" "Thank you, you go" and so on. This is not only a polite expression, but more importantly, it is to send the customer after the transaction is pleasant, leaving a deep impression on the customer, but also for the future service to lay the foundation. In short, the service language is very rich, with a good language to receive every customer, so that customer satisfaction is not only a counter skills, and is required by the service norms.
Eight, the establishment and improvement of the commodity return system commodity return is a retail business enterprises from time to time, in practice, due to the complexity of the situation is difficult to deal with, because the commodity return involves the interests of enterprises and consumers between the two sides of the issue.
In order to protect the interests of consumers, safeguard the efficiency of enterprises, and establish the credibility of enterprises, we must pay attention to the management of commodity returns, and make a system of commodity returns. Specific requirements are: !" To return the goods to the customer to take the initiative, enthusiastic reception, sincere and cordial attitude, ask the reason for the return of commodities.!" Refund and exchange of goods must master certain principles, the general merchandise is not dirty, not disabled, the return of the insurance exchange; where the quality of goods to ensure the return of the insurance exchange; belonging to the customer dirty, disabled affect the sale of goods, to do a good job explaining the work; the responsibility is not clear to be resolved through negotiation. Some companies in order to protect the rights and interests of customers, over the years, adhere to the "three no, three mainly" principle of commodity returns: return commodities are not out of the film, not out of the group, not out of the Department; can be refunded to refund the main, can be exchanged for the main, can be exchanged for the main, can not be exchanged for the main, can not be divided into the responsibility of the main, I was highly praised by the customers. #" In line with the principle of commodity return, salesperson can solve the problem by himself; when it is not good to decide, he should ask for instructions from the team leader, duty manager and service manager to solve the problem properly. $" The salesman should do a good job of commodity return records, for some general problems, to specialize in research, focus on solving, strengthen the management of incoming goods, good quality of goods.
Nine, the establishment and improvement of people's service system %" set up a general service desk, counseling desk, or set up a customer reception room, each commodity department or floor set up on-duty attendants.
Their main task is to provide counseling for consumers, guide the purchase of goods, dealing with counter conflicts. Some retailers in order to better serve customers, in the first floor sales hall of the prime location to set up a total service desk. The total service desk in addition to shopping for consumers to provide consulting services, gift wrapping, sales of telephone magnetic cards, travel tickets, stamps, envelopes, coin-operated telephone services, but also for customers with children to prepare a mother and child with the car, but also to prepare the sub-goods carriers, wheelchairs for the disabled, people's medicine box for customers to use free of charge. At the same time, there are also a variety of services such as leaving messages on behalf of customers, broadcasting to find people, and mailing goods on behalf of customers. General service desk also has a warm card and sentiment sign, when consumers to the general service desk to make comments and suggestions, or in the shopping in the contradiction, meet the unhappy, send a small warm card and sentiment sign, can produce wonderful results.!" Establish a customer out-of-stock register, if the customer needs the goods can not be bought for a while, register it, including commodity varieties, specifications, style, origin, quantity, price, etc.. At the same time, leave the customer's name, home or work unit address, contact phone number, in order to come to the goods in time to notify the customer. #" Provide consumers with special needs or customized goods, such as processing large clothes, oversized shoes. This will enable those customers with special needs to buy the goods they want, thus improving the reputation of the enterprise and obtaining good social and economic benefits. $" set up a fair ruler, fair scales, the real measurement so that customers can trust. &" Provide after-sales service, free delivery of large items to the door, and help install debugging; free door-to-door repair, the implementation of the quality reputation insurance system, tracking and checking the quality of goods.'" Customer complaints about bad service attitude, violation of counter discipline salespersons should be criticized and educated and necessary punishment.