the service etiquette of shopping malls is not only reflected in the design of business premises, but more importantly, through the polite service of shop assistants. The job of a shop assistant is not only to sell goods with one hand and one hand, but also to be warm and thoughtful, polite, observe counter discipline and pay attention to professional ethics. Before taking up the post, the salespersons must be trained to improve the quality of personnel and require standardized services. The service of shop assistants is not only a matter of personal image, but also related to the image of the whole enterprise. Modern enterprises require salespeople to provide high-level services corresponding to them, which must pay attention to service etiquette. The basic etiquette requirements for salespeople are as follows:

Pay attention to gfd

Salespeople should decorate gfd before going to work. Salespeople in large shopping malls generally require to wear uniform regulations and specially designed identification clothes, ties, bow ties or streamers, and the clothes must be neat and tidy. If uniform clothing is not required, the shop assistant must also wear neat and decent clothes when going to work, and wear the work number plate or badge as required. Female saleswomen should wear light makeup, no jewelry and long hair. Both male and female salespeople should make people feel neat and beautiful.

Be generous and decent

Salespeople should generally stand for service. When standing, their posture should be tall and straight, natural, full of energy and smiling, giving people a sense of intimacy. Keep an eye on the customers in the store, especially near the counter, and be ready to provide warm and thoughtful service at any time. Shop assistants should be polite and well-trained when standing, walking, picking up things and collecting money in the shopping mall. Help customers to choose goods, move lightly and neatly, make no noise, and sing when collecting money. It is not allowed to throw the goods or the recovered payment on the counter casually, which is an act of disrespect to customers. You can't stagger or lie on the counter at work, and you are not allowed to wander around, play and laugh, and chat together.

Language should be civilized and polite

In the process of service, salespeople should master and use standardized counter language. As the saying goes, "A good word is warm in three winters, and a bad word is cold in six months". The basic characteristics of polite expressions at the counter are conciseness, clarity, completeness and appropriateness. Salespeople should have good language cultivation and often use polite language. The basic polite expressions are "Hello", "Please", "Thank you", "Excuse me", "You're welcome", "I'm sorry", "Please forgive me", "Never mind", "Welcome to come again" and "Goodbye". The language is civilized and polite, pays attention to artistry, can win the trust of customers, and makes customers feel cordial and happy; Speaking casually and curtly may make customers feel disgusted, misunderstood, angry, and even noisy and complain. In order to master the standard counter manners, salespeople should first improve their own quality, pay more attention to observing and analyzing customers' psychology and characteristics, accumulate experience and practice more, so as to be correct, responsive, clear and concise. In addition, we should do the following:

1. Smile when talking with customers.

2 Pay attention to the choice of elegant and friendly words and expressions, and avoid using vulgar and blunt language.

3 Pay attention to pronunciation, speech speed and intonation, and create a harmonious atmosphere through gentle voice.

Be enthusiastic and thoughtful

Salespeople should provide active, enthusiastic, patient and thoughtful services to customers. Customers should take the initiative to say hello when approaching the counter; When customers choose goods, they should introduce them enthusiastically; When customers ask questions and display goods, they should never tire of asking and picking; Don't care about whether customers buy or not, whether they buy more or less, and don't care about the level of customer requirements and attitude. In addition, we should be considerate of customers everywhere, provide convenience for customers and safeguard consumers' rights and interests. Goods that need to be bandaged should be tied tightly and handed to customers; Commodities that need to be tested should be tested on the spot and explained. When receiving customers, it is not allowed to judge people by their appearance, by their age and gender, by their occupation and status, and by their nationality, which is the minimum professional ethics of salespeople. Be patient in answering customers' questions. Don't say "I don't know" or "Look for yourself", and don't show impatience with customers because of your own troubles.

Etiquette in the process of counter service

The process of shop assistants providing services to customers can be roughly divided into four stages, namely, the preparation stage, the customer welcoming stage, the customer receiving stage and the seeing-off stage. At each stage, salespeople should pay attention to etiquette and provide customers with satisfactory service.

1 preparation stage

Before the customer arrives, the shop assistant should arrive at the work site in advance to clean up the environment. Shelves, counters, floors and commodities should be kept clean, and the commodity display should be plump, orderly, neat and beautiful. Shop assistants should tidy up their personal appearance and wait for the arrival of customers in high spirits. In some shopping malls, before opening the door, the staff led by the manager stood at the door of the store and waited politely for customers to come.

2 customer-facing stage

In the customer-facing stage, we should pay attention to leaving a good first impression on customers. Do it: customers arrive, smile, greet, greet, salute and indicate the direction. When a customer enters the store, the salesperson should face the customer, greet him with a smile, gently nod his head and greet him kindly: "Hello!" "There you are!" When customers browse goods at the counter, regardless of whether they buy or not, salespeople should stand dignified, look natural, and keep their eyes on the goods that customers care about, so that customers feel that you will provide services for them at any time. When customers browse the goods, the shop assistant should not say hello too early, and let the customers have enough time to choose easily. When the customer needs to be greeted, he walks up and asks, "What can I do for you?" Or answer questions raised by customers. A competent salesperson should predict the customer's shopping intention before the customer opens his mouth.

3 customer reception stage

This stage is the central link of the whole service process. Shop assistants should pay attention to service etiquette and skills, try their best to satisfy customers, and even if they don't close the deal, they can make customers feel good.

it is very important to choose the right time to introduce and show the goods to customers. Premature display will make customers wary; The exhibition was too late, and the customer had diverted his attention and lost the opportunity. It is not only a matter of etiquette, but also a matter of professional ethics to introduce goods to customers with sincerity, seeking truth from facts, exaggerating and practicing fraud. When there are several customers at the same time, the salesperson should "take care of two customers and greet three", first receive the customers who come first, and greet and appease the customers who come later. When the former customer chooses, the time difference can be used to receive the latter customer. When receiving customers who have been waiting for a while, you should apologize, for example, "I'm sorry to have kept you waiting." When the customer points out the goods he wants, the salesperson should say, "OK." Then take out the goods quickly and pass them politely. If the goods the customer wants are not available on the counter, he can say apologetically, "I'm sorry, I'll go to the warehouse and have a look. Please wait a moment." If this product is really out of stock in our store, you can say, "Please wait a moment and I'll contact you." If you can't get in touch, you can say to the customer, "I'm sorry, can I inform you when I get in touch?" Or recommend similar products to customers. If customers can't choose satisfactory products, they can say, "I'm really sorry, please take care of me" and so on. When couples come to buy things together, they should first say hello to the female guests and introduce the goods to them, but they should not neglect the male guests. When introducing goods to customers, we should use comprehensive knowledge of goods, and

ask customers politely, "What do you think?" You can't impose your own views on customers. Use more honorifics and compliments, such as "very beautiful", "very suitable" and "you really have a good eye", and never export words that hurt people and disgust customers. In case of unreasonable troubles from customers with poor quality, the salesperson should be calm, calm down, and not be accommodating at will. Be reasonable and not unreasonable. The polite service of the shop assistant is the best constraint for a few unreasonable customers.

4. See-off stage

When customers leave the counter, regardless of whether they buy goods or not, the salesperson should nod and salute, smile and send them off, and use farewell words: "Thank you", "Welcome to come again later" and "Please forgive me for any thoughtlessness". Then send the customer away with eyes. In the whole process of receiving customers, salespeople should provide smiling service. Smile is a special language and "emotional language" in service, which can replace language welcome. In the eyes of customers, the service staff is the host, and smiling expresses a friendly and enthusiastic attitude, which can make customers have a good mood and eliminate strangeness. Smiling is a kind of respect for customers. In this way, even if there are some problems in service, customers can easily understand and tolerate. Smile itself is a form of labor, which is easily accepted by customers and can improve the quality of service.

Nowadays, shopping malls provide customers with not only tangible products, but also perfect intangible services, including elegant environment, excellent facilities and equipment, safety guarantee and proper manners. Therefore, the competition in shopping malls is not only the competition of products themselves, but also the competition of service level. As a service person in a shopping mall, mastering the service etiquette is of great significance for improving the service quality, and it is also an important means for the shopping mall to gain a foothold in the fierce market competition.