Greeting language

Greet customers with a natural and graceful smile and make them feel at home. Don't be stupefied, insensitive, indifferent, inactive and unfriendly.

1, welcome:

1), * *, good morning! (before 10 in the morning)

2), * *, hello!

3) Comrades, what do you want to see?

What can I do for you?

5) It doesn't matter if you don't buy. You are welcome to have a look.

Please wait a moment. I'll come as soon as I receive this.

2. For sale:

7), comrades, you choose first, not suitable for me to change for you.

8), give * pieces first, you choose slowly, tell me when you choose, and I will receive other customers first.

9), please choose nearby, don't take the goods too far, I hope you understand.

3. Transaction:

Please take this slip and pay at the cashier over there.

(2) Introduction to terminology

Enthusiasm, sincerity, seeking truth from facts, highlighting the characteristics of goods, grasping the psychology of customers, being a good "consultant", not exaggerating or deceiving customers.

1, product introduction:

1 1), a famous product in China, has been very popular for its fine workmanship and reasonable price.

12), this is a new product, its characteristics and advantages are as follows ......

13) I can give you some advice if necessary.

14), although the prices of these two products are a little high, they are beautiful, practical and distinctive. Please buy and use them.

15), several varieties of this product are good, so you can choose them at will.

I think you look beautiful in this style.

17), I think this dress suits your skin color and suits you very well.

18), this thing is not resistant to high temperature, so please pay attention when using it.

19) What is the size and age of the comrade who asked you to buy things? I can help you choose.

When you go back to use it, please read the instructions first.

2 1) Sorry, the product you want has just been sold out, but the performance of * * is the same as it. Can I show it to you?

Although this product is beautiful and cheap, it is not suitable for you. what do you think?

This product is very popular at present. You can buy it for your friends or keep it for your own use.

2, when out of stock

Unfortunately, we have just sold out the goods you requested, and they won't have them in the near future. Please try another store.

This product will be on the market in a few days, please take time to have a look.

This commodity is temporarily out of stock. Please leave your name and contact information if it is convenient.

Step 3 ask for directions

27) The goods you want to buy are sold on the * floor, where there is an escalator to go upstairs.

28) The place you want to go is in * *, and you can take bus * and get off at * station. ......

(3) Collection and change terms

It is required to sing, receive and pay, pronounce clearly and convey clearly, and deliver the change to the customer. No throwing, throwing or replaying. Giving and throwing shows respect and disrespect for customers.

29), charge you * * * yuan

Here is your change, please keep it.

3 1), when you buy something, it is * * yuan, and I will charge you * * yuan. Please check it.

32) Your money is wrong, please check it again.

Comrade, you want to change some money, I'll change it for you.

34) I received the 10 yuan paper money you sent me, and now I have changed it into 1 yuan 10 yuan paper money. Please count.

Please check it again to see if it is correct.

(4) terms of packaged goods

It is required to pay attention to the customer's precautions in the packaging process and hand over the goods to the customer with both hands. It is not allowed to leave the goods to customers, or put them in a pile at the counter. If you don't pack them for customers, you will only throw them into plastic bags.

Just a moment, please. I'll wrap it up for you

This is your thing, please take it.

38) Do you buy things for yourself or for others? Do you want to pay attention to the packaging?

Please count it and I'll wrap it for you.

40) If you need gift wrapping, please go to the reception desk.

4 1), here is a gift package. Let me help you pack it.

Everything has been put in, please take it with you.

43) This thing is fragile, please handle it with care and be careful not to collide.

This thing gets dirty easily. Please don't mix it with other things.

45), this thing is afraid of crowding, please pay attention when riding.

I have packed your things for you. Please don't put them upside down.

47) I have put my things in a plastic bag, so please hold the bottom carefully when you take them.

Please take your belongings with you.

(V) Apology clause

Sincere attitude and mild tone are required, especially when accepting complaints, try to win the understanding of customers. It is not allowed to do something wrong without apologizing to customers, but to stimulate, hurt and tease customers.

Sorry to have kept you waiting.

Sorry, I didn't hear you call me just now. Is there anything I can do for you

5 1) Sorry, I took the wrong model. Which model do you want to see?

I'm sorry to make you run again.

Sorry, I really don't understand this question. Please forgive me.

Sorry, I gave you the wrong ticket. I will reopen it for you.

Please forgive my misunderstanding just now.

I can reflect your opinion to the leader and improve our work.

Sorry, I was careless in my work, and I will try to correct it in the future.

58), your opinion is right, we made a mistake and apologize to you.

I'm very sorry, the clerk is not in. I will certainly convey my opinion to him.

Your suggestion is very good, and we will certainly adopt it and improve our work.

6 1), please forgive me, the working hours cannot be long.

Sorry, I can't solve this problem. Just a moment, please. I'll ask the leader.

63) Please forgive my inappropriate remarks for making you unhappy.

Sorry, I'm not sure. I can ask other shopping guides to see if I can answer. A moment, please.

65), our service is not thoughtful, please forgive me!

(6) Explanatory terms

It is required to be tactful and careful, and to convince people and customers with appropriate language. Don't hurt customers with blunt, irritating and radical language, and don't be careless and irresponsible to customers.

66) Sorry, this is really a quality problem. I'll pay you back.

67) I'm really sorry, but this kind of clothes has poor elasticity, and it's easy to get out of shape, so it's not suitable for trying on. If you are not sure about the size, let me measure it for you.

Please forgive me, this dress is light in color and easy to get dirty, so it is not suitable for trying on. You can compare the sizes.

Sorry, this product is in direct contact with human body. According to the relevant regulations of the state, it cannot be returned. Please select it and try again.

70) Sorry, the cosmetics of this product you sell can't be returned if it's not a quality problem.

7 1), I'm really sorry, you tried this product, it's not the quality problem. It is not good to sell it to other customers, and it is not good to return it to you.

72) Comrade, you have bought this product for three months, but you haven't kept the original quality. Please go to the quality tracking station for identification.

To be clear, it's really a quality problem. The insurance was returned and changed.

This pair of shoes has expired. According to the regulations, we can only repair it for you. Please forgive me.

74), the goods have problems to deal with, I have no right, I have to ask the leader.

(VII) Mediation clause

It is required to treat guests well, think, treat and deal with problems from the customer's point of view, and it is not allowed to shield each other, shirk each other, argue irrationally and intensify contradictions.

1. Persuade the dispute

75), I'm really sorry, that comrade's bad attitude just now made you angry. We should strengthen education in the future.

76) This is * * *, please let me know if you have any comments.

If there is anything to discuss, we will try our best to help you solve it.

78), comrades, please come to the office to sit down and talk about it in detail if you have any valuable opinions, ok?

Please rest assured that we will solve this matter.

Comrade, I'm really sorry. This shop assistant is new here. Please forgive my poor service. I will help you choose what you need.

8 1), it doesn't matter, as long as you are satisfied, you must do your best.

I'm sorry, please calm down first, and I'll let him apologize to you later.

Comrade, this matter is a quality problem, and our shop assistants can't solve it. Would you please go to the functional department to solve it?

Two customers, please don't argue and talk slowly.

2. In case of disputes over the purchase of commodities.

Don't worry, let's recall. I remember I just received a RMB with a face value of * * yuan from you, and I gave you change of * * yuan. Please recall it again.

86), I'm really sorry, because of our negligence, resulting in a mistake, this is your * * yuan, please forgive me.

Please be careful in the future, know your money and count it then. We also have a responsibility not to make it clear when singing.

Sorry, just a moment, please. We will check the payment account.

Sorry to have kept you waiting. After verification, we didn't short-change you. Please forgive me.

3. When customers deliberately make things difficult or insult the clerk.

It's impolite of you to talk like that. We should attach equal importance to each other.

9 1), if you have comments, it is wrong to call names.

Please understand and respect our service.

(8) farewell clause

Humility, courtesy and kindness are necessary to make customers feel happy and satisfied. Don't be silent. After the transaction, you should say come back next time. Goodbye!

Thank you. Welcome to come again next time. Goodbye.

94), this is your thing, please take it, thank you!

Please go.

You're welcome. Please try other stores and come back if necessary.

It doesn't matter if it's inappropriate. Please go to other stores and come back when necessary.

Do you want to buy anything else? Please look at the other counters.

99) There is a delivery truck outside, which is for you to buy big items. I'll take them to the delivery office for you.

100), welcome to put forward your valuable opinions, please visit us often in the future, thank you!