The characteristics of chain stores determine the rules of the game at this special stage: unified image, unified planning, unified sales of products, unified price, unified service and unified management standards. It requires salespeople to meet the standards of "four modernizations" from the moment they enter the store, that is, dressing the, natural smile, behavioral norms and service norms.
As the saying goes, "Buddha depends on gold, man depends on clothes", and a good personal image will undoubtedly increase the highlights of shopping malls. So is there a rule for salespeople to dress? Of course there is. The general requirements are: neat, clean and crisp. Men's suits, shirts, ties, trousers, leather shoes; Ladies are not allowed to exaggerate and expose themselves, and it is forbidden to wear miniskirts and slippers. Specifically, the shop assistants (deliveryman, cashier, security guard) in shopping malls must wear the uniform stipulated by the company during working hours, and change their clothes according to the seasonal changes. Pants must wear black or dark blue pants and black shoes. Casual pants, jeans, casual sports shoes and rain boots are not allowed. Male employees must wear dark socks and white sports socks, and female employees must wear flesh-colored socks when wearing skirts in summer. And there should be no damage and snagging: no matter what color the shirt is, the collar and cuffs of the shirt should not be dirty, and the hem of the shirt should be evenly tucked into the pants: in winter, salespeople are not allowed to wear coats or clothes with swollen wrists when working.
As the saying goes, "Don't open a shop without a smiling face." The clerk is usually the first person a guest sees and the last person to say goodbye. At this time, the clerk not only represents himself, but also represents the image of the company. A warm, polite and sincere smile can dissolve ice and snow, resolve contradictions and win praise. Once a customer asked a shop assistant, "Every time I see you, I see you smiling brightly. Are you unhappy? " The clerk replied, "Yes, but as soon as I entered the mall, I was not the same. I will temporarily forget unhappy things and serve customers wholeheartedly! " "In a plain sentence, we can see lofty dedication and happiness. Excellent salespeople must first have this spirit of dedication and joy, and then they will give a sincere and natural smile from the heart.
The elegant manners, clear and elegant conversation, warm and serious attitude and crisp movements of the clerk will give customers a kind, pleasant, relaxed and comfortable feeling. On the contrary, frivolous manners, rude words, or carelessness will annoy customers. So, what can a salesperson do to be generous? The standard standing posture is: the man holds his chest out, his waist is straight, his center of gravity is between his legs, and his feet are slightly apart, at most shoulder-width; Women's feet are "D" shaped, and the center of gravity is behind. Pay attention to the distance between standing and talking (about 6Ocm), and don't lean sideways, lean on your hands or cross your legs. Avoid subconscious gestures (picking your nose, teeth, ears and nails), and don't elbow or wrist. The standard sitting posture is: the upper body naturally sits straight, the legs naturally bend, the feet are flat on the ground, men can be slightly separated, women's knees and heels must be tightened, and their hands are naturally placed on their knees or on the armrests of the chair. The standard walking posture is: dignified walking posture, light footsteps, straight head and neck, straight eyes, chest and abdomen, no stooping, no strutting, looking around inside and outside. When you meet a boss or customer in the corridor, be polite and don't rush. When shaking hands: look at each other's eyes kindly, smile, lean forward slightly, and gently hold each other's hand with your right hand. If you have something on your hand, don't hang it on your elbow. Hold it with your left hand. When carrying something, whether you wear a long skirt or trousers, you can't just bend over and stick your ass up. Try to put your knees together before squatting, which will look elegant and beautiful.
What exactly is "service"? Tetsuo Takeda of Japan believes: "Service is born for people." As a shop assistant, we must do a good job in service promotion, mainly pre-sale, in-sale and after-sale services. Generally speaking, it should be: cordial, polite, enthusiastic and thoughtful. hot pillow never tires of asking questions: Polite, send away guests to buy more and buy less, and buying is the same as not buying. In the fierce competition environment, what kind of after-sales service can be provided has become one of the important factors related to whether an enterprise can continuously gain a certain market share. As an excellent shop assistant, he will not forget the customer after selling things, but keep in touch with the customer regularly, and the customer will get the service he provides regularly. Remember, once a deal is made, you should continue to promote sales. Please follow these six steps: 1. Say thank you; 2. Deliver the goods to customers as soon as possible; 3. Give customers unexpected surprises; 4. Seek chain operation; 5. Reward customers; 6. Write to customers. Finally, please remember that each of your existing customers will become your repeat customers and provide you with chain business, as long as you provide services for them and as long as you don't forget them.