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世聯(lián)翻譯公司完成員工培訓(xùn)手冊(cè)英文翻譯
發(fā)布時(shí)間：2018-12-06 17:17 點(diǎn)擊：
世聯(lián)翻譯公司完成員工培訓(xùn)手冊(cè)英文翻譯
本手冊(cè)旨在說(shuō)明市場(chǎng)部日常培訓(xùn)工作流程及門(mén)店導(dǎo)購(gòu)崗位員工在此過(guò)程中的職責(zé)，如發(fā)生手冊(cè)中信息變更、流程更改或崗位職責(zé)變動(dòng)，市場(chǎng)部將立即對(duì)此手冊(cè)進(jìn)行修改，并在修改后即通知所有同仁更新。This Manual is intended to illustrate the workflow of the daily training and the job responsibilities of the purchase guides of our stores during the training process. In case of any change in the information in the Manual, change in the workflow or change in job responsibilities, the Marketing Department will modify this Manual promptly, and notify all the colleagues of the updates immediately after modification.銷(xiāo)售顧問(wèn)（PG）工作指導(dǎo)手冊(cè)Job Instruction Manual forPurchase Guide (PG)Execution Guideline For Slumberland PGExecution Guideline For Slumberland PG前言Preface門(mén)店是我們零售的直接利潤(rùn)來(lái)源。如何實(shí)現(xiàn)門(mén)店的有續(xù)健康的經(jīng)營(yíng)。但由于我們行業(yè)的自身特點(diǎn)“一些門(mén)店的銷(xiāo)售人員對(duì)重復(fù)了無(wú)數(shù)遍的工作缺乏熱情，表情呆滯，被動(dòng)執(zhí)行賣(mài)場(chǎng)操作雜亂無(wú)序，沒(méi)有規(guī)則，不按要求做。怎樣保持門(mén)店的銷(xiāo)售熱情，把握，怎樣提高終端執(zhí)行力讓斯林百蘭良性的，有效的運(yùn)轉(zhuǎn)成了我們需要討論的和關(guān)注的話(huà)題。Our stores are our direct sources of retail profits. So it is very important to achieve continued healthy operation of our stores However, due to the inherent features of our industry, some of the purchasing guides of our stores have a lack of enthusiasm for and wear dull facial expressions their work which is repeated day after day, and are executing their tasks passively. So the operations of the stores are chaotic and in violation of the requirements. So it has become our hot topic and concern how to keep the enthusiasm of the stores and improve retail sales to achieve effective operation of Slumberland.把梳子賣(mài)給和尚”故事想必大家都聽(tīng)說(shuō)過(guò)，或許有人會(huì)說(shuō)，這些故事距離自己太遙遠(yuǎn)，其實(shí)不然�，F(xiàn)實(shí)中，我們門(mén)店的各位優(yōu)秀的銷(xiāo)售人員憑借高超的銷(xiāo)售技能不斷演繹著 “把梳子賣(mài)給和尚”的銷(xiāo)售奇跡。Everyone must have heard about the story "Selling a Comb to a Monk". Perhaps some people will say that such stories are too far away from themselves, but it is not the fact. In reality, the excellent purchase guides of each of our stores are continuously repeating the story "Selling a Comb to a Monk" with superb sales skills.羅馬不是一天建成的，銷(xiāo)售奇跡也不是依靠一時(shí)沖動(dòng)實(shí)現(xiàn)的。要想成為優(yōu)秀的終端銷(xiāo)售人員，就要發(fā)揮自己的特點(diǎn)，掌握正確的銷(xiāo)售方法，才能不斷提升銷(xiāo)售業(yè)績(jī)，最終走向成功。但零售業(yè)是個(gè)“苦”行當(dāng)，好在我們?cè)谧龅模亲尭魑煌视兴鶎W(xué)，有所練，有所成長(zhǎng)。讓你在工作中感覺(jué)到快樂(lè)。Rome was not built in a day, and miracles in sales are not achieved as a result of the spur of the moment. If you want to become an excellent terminal purchase guide, you must give full play to your own features and master the correct method of sales to continuously improve your sales performance and achieve ultimate success. But the retail industry is a "bitter" line of business. So we must help the colleagues to learn, to practice, to grow, and to make you feel happy in your work.伙伴們辛苦了Thanks for your hard work, dear fellows辛苦付出，就想獲得更大的進(jìn)步，可是進(jìn)步的過(guò)程中難免遭遇種種問(wèn)題，好在你們并不是孤軍作戰(zhàn)， 總有一股力量在各位需要加油的時(shí)候給予你們?nèi)χС趾凸膭牛m然這力量目前并不是太強(qiáng)大，但是請(qǐng)相信希丁安（中國(guó)）就是你們的后援團(tuán)。Your are working hard to achieve greater progress, but in the progress of the process you will inevitably encounter various problems. Fortunately you are not fighting alone. There is always a force, although not very strong at present, to give you full support and encouragement when you need to refuel. But please believe that Hilding Anders (China) is your back-up.在你們失落的時(shí)候與你們同甘共苦、并肩作戰(zhàn)；在你們勝利的時(shí)候?yàn)槟銈儞u旗吶喊、擂鼓助威。It will share your joys and sorrows and fought side by side with you through thick and thin, and will encourage and help you when you win.分享成功快樂(lè)Share the joys of success以下這本小冊(cè)子是希丁安（中國(guó)）市場(chǎng)部為大家精心編撰的，希望籍此與大家一起分享成功的快樂(lè)，令各位能夠從中取精去粗有所收獲，對(duì)以后的工作有所幫助，誰(shuí)都知道站在別人的肩膀上自然就會(huì)看得更遠(yuǎn)，走得更快；This Manual is carefully prepared by the Marketing Department of Hilding Anders (China) to share the joys of success with you. It will be helpful to your future work if you read it carefully and understand its essence, as each of us knows that we will be able to see farther and go faster if we are standing on the shoulders of others.當(dāng)然它也不是十全十美，相信各位在實(shí)際的工作中有很多很好的經(jīng)驗(yàn)，那么也讓我們一起分享，取長(zhǎng)補(bǔ)短，更進(jìn)一步。Of course it is not perfect. I believe that you must have a lot of good experience in practical work, and you will surely share with the others to make further progress together從這一刻起你會(huì)是最棒的From this moment on you will be the best你已經(jīng)很棒了，但一定希望成長(zhǎng)得更快、更好，那么讓這本手冊(cè)來(lái)完善你自己，它結(jié)合了眾多的一線銷(xiāo)售人員的實(shí)戰(zhàn)經(jīng)驗(yàn)而成，希望你能借助眾人的智慧，來(lái)超越自己，成就自己。You have already excellent now, but certainly you must hope to grow faster and better. So let this Manual to help you improve yourself, as it is based on the practical experience of the many front-line purchase guides We hope you can go beyond yourself and make your own achievements with the help of wisdom of others.其實(shí)。。。本手冊(cè)本著通用、基礎(chǔ)的原則面向終端店鋪的工作人員，為店鋪斯林百蘭銷(xiāo)售顧問(wèn)提供必要的工作指引。手冊(cè)分為員工工作職責(zé)篇、店內(nèi)銷(xiāo)售知識(shí)與技巧篇、庫(kù)存控制觀念、基礎(chǔ)培訓(xùn)篇等內(nèi)容，涵蓋了店鋪日常操作的各個(gè)方面，并為店鋪提供了實(shí)用性的表格。本手冊(cè)針對(duì)具有2人以上店鋪管理需要的AB類(lèi)（含C類(lèi)）店鋪，隨時(shí)查閱本手冊(cè)將有助于你卓越，成效的工作，有助于更好的發(fā)揮你的才能。In fact... This manual follows the principle of universal use and easy understanding, is targeted at the purchase guides of our stores, and provides the necessary guidance to Slumberland's purchase guides. The main content of this Manual includes job responsibilities of the staff, in-store sales knowledge and skills, inventory control concepts, basic training, etc., covering all aspects of the daily operation of the stores. It also provides practical forms for the stores. The Manual is targeted at stores of Class A and Class B (including Class C) managing more than two purchase guides. Referring to this Manual frequently will help to make you more excellent in your work and help to give better play to your talents.手冊(cè)所涉及內(nèi)容具有通用性、基礎(chǔ)性，但因各地市場(chǎng)結(jié)構(gòu)、賣(mài)場(chǎng)店鋪環(huán)境的不同，請(qǐng)各位應(yīng)當(dāng)遵循因地致宜的原則。The content of the Manual is universal and basic, but you should make appropriate choice when using it due to different market structures and store environment in different areas.您對(duì)本手冊(cè)的制作有任何的建議、意見(jiàn)或疑問(wèn).請(qǐng)隨時(shí)與您所在區(qū)域主管或銷(xiāo)售經(jīng)理聯(lián)系，商討。希望本手冊(cè)能為您在店鋪的工作提供必要的幫助；同時(shí)也為店鋪的經(jīng)營(yíng)管理奠定基礎(chǔ)，引申思路。If you have any suggestions, comments or questions on the preparation of this Manual, please feel free to contact your regional director or sales manager for discussion. I hope this Manual can provide you with the necessary assistance in your in-store work, and can lay the foundation for store management and stirring your ideas.謝謝大家！Thank you!希丁安（中國(guó)）有限公司Hilding Anders (China) Co., Ltd.-市場(chǎng)部- Marketing Department了解斯林百蘭事業(yè)Understanding the Slumberland's Operation成為事業(yè)經(jīng)營(yíng)模式的一部分：To become part of the business model: 所有的事業(yè)都需要一個(gè)模式作為遵循和教導(dǎo)別人的指南。 Each career needs a model as a guide to follow and guideline for everyone. 每一個(gè)成功的公司都要有一個(gè)既定的經(jīng)營(yíng)模式或理念。我們的事業(yè)也一定同樣要有！ Every successful company must have an established business model or philosophy. So is our career!檢查您的「事業(yè)理解能力」：Check your "ability to understand the career":問(wèn)：公司付錢(qián)給我做什么？Q: What does the Company pay me to do?答：幫助改善人們的生活質(zhì)量，提高睡眠質(zhì)量。A: To help improve the quality of people's lives and improve the quality of their sleep.問(wèn)：我能提供市場(chǎng)的是什么？Q: What I can offer to the market?答：1.改善健康-引導(dǎo)身心健全。A: 1. To improve health as a physical and mental guide.2.提供完美睡眠。2. To provide perfect sleep.問(wèn)：我身處的是什么樣的事業(yè)？Q: What kind of career am I engaged in?答：我們的事業(yè)是一種“提升生活品質(zhì)的事業(yè)”。A: Our career is a "career to improve better quality of life."您的理想是什么？What is your ideal?您的事業(yè)如何實(shí)現(xiàn)您的理想？How do you achieve your ideal in your career?如何設(shè)定目標(biāo)How to set goals設(shè)定目標(biāo)時(shí)您會(huì)受到五方面的影響You will be affected in five areas aspects when setting your goals 居住環(huán)境影響； Living environment; 您所經(jīng)歷的事情； What you have experienced; 您所學(xué)到的知識(shí)； What you have learned; 您所持有的態(tài)度，包括正反面； You attitudes, positive and negative; 您所抱有的理想與未來(lái)的憧憬。 Your ideals and vision for the future.把您的主要目標(biāo)寫(xiě)在紙上Put your main goals on paper花點(diǎn)時(shí)間想想，您希望從這個(gè)事業(yè)中得到什么？然后與您的家人在一起，請(qǐng)您的主管在一起，傾心去交談，根據(jù)您的的家庭背景，實(shí)際生活狀況，時(shí)間安排等，一起來(lái)設(shè)定您的目標(biāo)。把您的目標(biāo)與團(tuán)隊(duì)目標(biāo)相融合，與您的家庭目標(biāo)相融合。然后，把您的目標(biāo)寫(xiě)在紙上，這有助于堅(jiān)定您的目標(biāo)，讓您及其他人也感覺(jué)更真實(shí)！Take a moment to think about what you want from this career. Then talk with your family and your supervisor, and set your goals based on your family background, actual living conditions, scheduling, etc. Combine the goals of yourself, your team and your family. Then, put your goals on paper, which helps to strengthen your goals, so you and others may feel more real!展示您的目標(biāo)Show your goals將目標(biāo)張貼在您常見(jiàn)的地方——家中的冰箱、電話(huà)旁等。如果您每天能夠用心地把目標(biāo)閱讀一次，不可思議的事將會(huì)發(fā)生！Post your goals at several commonly seen locations at your home, next to the refrigerator, telephone and so on. If you read them carefully every day, amazing things will occur!檢查您的目標(biāo)直至成功。Review your goals until they are achieved給您的目標(biāo)于期限Set a term for your goals中期目標(biāo)—銷(xiāo)售達(dá)人：10到15月Medium-term goal - Top Seller: ten to fifteen months短期目標(biāo)—銷(xiāo)售精英：1月、2月、3月越快越好。Short-term goals - elite purchase guide: one month, two months, or three months, the sooner the better.給自己的人生做一個(gè)2—5年的規(guī)劃，您今天的結(jié)果來(lái)自于2—5年前的決定，您2—5年后的結(jié)果也絕對(duì)來(lái)自于今天的決定。2 to 5-year plan for your life. Your accomplishments today are the results of your decision 2 to 5 years ago, and your accomplishments in 2 to 5 years are surely the results of your decision today.目標(biāo)就像箭靶，您需要十分清楚的瞄準(zhǔn)要射中的目標(biāo)，否則，漫無(wú)目的地射擊將會(huì)是徒勞無(wú)功！A goal is like a target which may be hit only if you aim at precisely. Otherwise, aimless shooting will be in vain!設(shè)定目標(biāo)Setting your goals步驟1愿景宣言（2年到3年后，你希望自己到達(dá)哪里？Step 1 Vision statement (What do you hope to achieve in 2 to 3 years?嘗試回答以下問(wèn)題來(lái)設(shè)計(jì)自己的愿景宣言：Try to answer the following questions to design your own vision statement:a)b) 未來(lái)的2到3年你希望朝那個(gè)方向發(fā)展？b）你對(duì)成功的定義為何？c) What is the direction in which you hope to develop in the next two to three years? B) How do you define your success?步驟2自我評(píng)估診斷（你現(xiàn)在在哪里？評(píng)估內(nèi)部與外部環(huán)境）Step 2 Self-Assessment and Diagnosis (Where are you now? Assessment of internal and external environment)你及你所在的團(tuán)隊(duì)的目前狀況Your and your team's current situation步驟3目標(biāo)設(shè)立（你想要去哪里？）Step 3 Setting your goals (Where you want to go?)對(duì)自己所設(shè)立的目標(biāo)必須做明確的定義，同時(shí)也是你有意義且決心達(dá)成的Your own goals must be clearly defined and meaningful and you must be determined to achieve them.步驟4擬定行動(dòng)計(jì)劃（你需要如何到達(dá)那里？）Step 4 Developing a plan of action (How do you get there?)是針對(duì)達(dá)成目標(biāo)而做的計(jì)劃，包含了詳盡可衡量的活動(dòng)It must be a plan aimed at reaching your goals and contain a detailed and measurable event回顧每一項(xiàng)目標(biāo)，并在旁邊寫(xiě)下期限。您希望何時(shí)達(dá)成您的目標(biāo)呢？Review each of the goals and write down the term next to your review. When you want to achieve each of your goals?請(qǐng)選擇一年、三年、五年的長(zhǎng)遠(yuǎn)目標(biāo)，您可能發(fā)現(xiàn)您擁有的目標(biāo)比較多。Please select a long-term goal for one year, three years, or five years, and you may find that you have more goals.哪3項(xiàng)是您第一年里的最重要目標(biāo)呢？其重要性何在呢？What are the three most important goals in the first year of your plan? How important are they?事業(yè)目標(biāo)進(jìn)Goals of the career您的收入目標(biāo)是什么？What are your income goals?三十天 完成當(dāng)月指標(biāo)的一半 六十天 成為一星銷(xiāo)售顧問(wèn)Thirty days To complete half of the monthly sales goal Sixty days To become a one-star purchase guide六個(gè)月 成為二星銷(xiāo)售顧問(wèn)Six months become a two-star purchase guide第一年 沖三星不是問(wèn)題First year Three-star is easily achievable2年 銷(xiāo)售精英+Two years Elite purchase guide+我會(huì)爭(zhēng)取出席以下活動(dòng)：善加運(yùn)用您的事業(yè)收入 精英訓(xùn)練會(huì)議I will fight to attend the following events: To make the best use of your business income Elite training sessions公司所舉辦的各式訓(xùn)練大會(huì)Various major training sessions held by the Company旅游獎(jiǎng)勵(lì)假期Holidays, travels, awards其它Other訂下您的行動(dòng)計(jì)劃Specify your action plan訂下未來(lái)三十天、六十天、九十天及以后您計(jì)劃要做的事情。我們的事業(yè)成功的關(guān)鍵在于要持續(xù)不斷的作每一項(xiàng)的基本工作—而且每一天都要這么做！Specify what you plan to do in the next thirty days, sixty days, ninety days, and after that you plan to do. The key to our success in continuously conducting of each of the basic tasks - which you must do every day!簽名： 日期：Signature: Date:建議Proposalsa)b) “規(guī)劃你的工作，然后執(zhí)行你對(duì)計(jì)劃”這說(shuō)法，像是陳腔爛調(diào)，但他是個(gè)事實(shí)目標(biāo)設(shè)定是有效時(shí)間管理中最重要的一個(gè)因素。在你射擊之前，必須知道你的靶在那里，并且，你不想浪費(fèi)時(shí)間在沒(méi)有生產(chǎn)力或者不能讓你更接近你的目標(biāo)的活動(dòng)上。目標(biāo)要視覺(jué)化、數(shù)量化，加上最后實(shí)現(xiàn)的日期才更容易實(shí)現(xiàn)！不斷檢視目標(biāo)并修正，把已完成的項(xiàng)目刪除。c) "Plan your work, and then execute your plan". Such words are like a cliché, but the fact is that goal-setting is one of the most important factors in effective time management. Before you shoot, you must know where your target is and you do not want to waste time in a fruitless event or an event which cannot get you closer to your goals. Only visualized and quantified goals with deadlines are more easily achieved! Continually review your goals and correct them, and remove the items completed.d)e) 訂目標(biāo)時(shí)最重要的是不要把目標(biāo)訂的太低，那樣發(fā)揮不了您的潛能，也不要目標(biāo)定得太高，以免因無(wú)法達(dá)到目標(biāo)而喪失信心，以漸進(jìn)的方式設(shè)定目標(biāo)可使您時(shí)常享受努力的成果并使您更渴望下一步的成功。f) The most important when setting your goals is that they cannot be so low that you cannot give full play to your potential, and cannot be so high that you will lose confidence as a result of failure to achieve them. Setting your goals in a progressive manner often allows you to enjoy the fruits of your efforts and make you more eager for further success.基礎(chǔ)篇Basics1.1.1、零售店形態(tài)簡(jiǎn)介及購(gòu)物行為分析1.1.1 Introduction of Store Appearance and Analysis of Shopping Behavior 購(gòu)買(mǎi)行為與零售形態(tài) Buying Behavior and Retail Store Appearance 零售業(yè)態(tài)分類(lèi)和購(gòu)物行為分析的重要性 The importance of classification of retail store appearance and analysis of shopping behavior幫助我們從核心的層面來(lái)了解零售運(yùn)作和購(gòu)物心理，最終實(shí)現(xiàn)在家具賣(mài)場(chǎng)把“潛在消費(fèi)者”有效地轉(zhuǎn)化為“實(shí)際購(gòu)買(mǎi)者”！It helps us to understand retail operations and shopping psychology from the core and ultimately change "potential customers" into "real buyers" effectively at the furniture stores! 專(zhuān)業(yè)（家具）賣(mài)場(chǎng)顧客群的消費(fèi)特性研究 Research of consumption features of the customer groups at professional (furniture) storesg)h) 選擇在哪里購(gòu)買(mǎi)裝修材料，即消費(fèi)者如何選擇家裝賣(mài)場(chǎng)品牌，已經(jīng)成為消費(fèi)者在裝修過(guò)程中所作的一系列的重要決策之一，主要家庭成員均會(huì)較大程度地參與進(jìn)來(lái)i) It has become one of a series of important decisions by consumers in the renovation process to choose where to buy repair material, namely, how consumers will choose the furniture brands at the stores. The decisions will be made based on participation of all the mainly family members.j)k) 主導(dǎo)消費(fèi)者年齡段分布主要集中在“25~30歲”、 “30~35歲”。“35~45歲”三個(gè)年齡段，他們作為家庭主要成員，也是當(dāng)今市場(chǎng)購(gòu)房的主力軍，對(duì)家裝有很大的話(huà)語(yǔ)權(quán)和決策影響力，同時(shí)這些年齡段的他們代表了“70后”、“80后”的主要消費(fèi)觀。l) The ages of the lead consumers are mainly divided into three categories, "25 to 30", "30 to 35", and "35 to 40". As the leading members of their families, these consumers are also the main force in today's market, and have decisive influence on decision-making. These age brackets represent the main concepts of consumption of those "after 1970" and "after 1980".m)n) 專(zhuān)業(yè)賣(mài)場(chǎng)五大目標(biāo)顧客是企業(yè)用戶(hù)、新就業(yè)年輕男性、年紀(jì)較大的居家女性、富有的專(zhuān)業(yè)人士與偏遠(yuǎn)郊區(qū)忙碌的女性為主的全家出行。o) The five target customer groups of professional stores are enterprise users, newly-employed young men, elderly house wives, wealthy professionals and whole families dominated by busy women from remote rural suburbs. 大賣(mài)場(chǎng)顧客群的消費(fèi)特性研究 Research of consumption features of the customer groups at hypermarketsa)b) 喜歡舒適的休閑購(gòu)物，邊逛邊買(mǎi)，沒(méi)有人打擾；c) Prefer to comfortable leisure shopping while strolling around without being disturbed;d)e) 喜歡在大賣(mài)場(chǎng)總能找到驚喜，每次逛大賣(mài)場(chǎng)總有種“賺”的感覺(jué)；f) Prefer to find surprises in hypermarkets, and always kind of feel "earned" on each visit to the hypermarket;g)h) 通常一次買(mǎi)一周的消費(fèi)量，發(fā)覺(jué)在買(mǎi)的商品中，有2/3的商品是進(jìn)去的時(shí)候沒(méi)想到要花費(fèi)的；i) Usually buy goods for consumption for a week on each buying travel, and two-thirds of the goods bought are out of the spur of the moment and unintended;j)k) 信賴(lài)大賣(mài)場(chǎng)，因?yàn)檫@里東西又便宜又好。l) Trust hypermarkets, because this stuff cheap and good.m)n) 喜歡舒適的休閑購(gòu)物，邊逛邊買(mǎi)，沒(méi)有人打擾；o) Prefer to comfortable leisure shopping while strolling around without being disturbed; 超市顧客群的消費(fèi)特性研究 Research of consumption features of the customer groups at supermarketsa)b) 喜歡花較少的時(shí)間，在家周?chē)唾I(mǎi)到所需要的產(chǎn)品；c) Prefer to spend less time in procurement and likes to buy the necessities around the home;d)e) 買(mǎi)的都是一些常用品，如果非必需品或價(jià)格差異大的，還是會(huì)選擇到大賣(mài)場(chǎng)去；f) The goods bought are daily necessities, and they will choose to visit hypermarkets for non-necessities or in case of major price differences;g)h) 在超市特價(jià)或促銷(xiāo)中，獲得驚喜也是該類(lèi)顧客期待的；i) These customers also expect surprises in special offers or promotions at supermarkets;j)k) 超市就在家周?chē)�，鄰里感覺(jué)不錯(cuò)，去的次數(shù)較多。l) Supermarkets are around the homes, the neighborhood is popular, and they frequent to such supermarkets. 品類(lèi)的客層分析與購(gòu)物行為分析 Analysis of customer category and shopping behavior 以品類(lèi)為核心的5W1H購(gòu)買(mǎi)行為分析法 5W1H method of purchase behavior analysis with category as core1)2) WHO：3) WHO:目標(biāo)顧客定位是誰(shuí)—上班族、家庭婦女、職業(yè)女性等？誰(shuí)能影響其購(gòu)物決策？他們消費(fèi)特征、生活水平、生活節(jié)奏如何？誰(shuí)來(lái)實(shí)施購(gòu)買(mǎi)過(guò)程？Who are the target customers - office workers, housewives, women workers, etc.? Who can affect their purchasing decisions? What are their consumption features, living standards, paces of life? Who will implement the buying process?4)5) WHAT：6) WHAT:消費(fèi)者到本店主要消費(fèi)哪類(lèi)商品—選購(gòu)品、特殊品、折扣品？What is the main kind of goods bought at your store? Free choices, special products, discounts products?7)8) WHY：9) WHY:本店消費(fèi)購(gòu)物核心魅力是什么？弄清首要原因是什么？占第二位的原因是什么？買(mǎi)特定商品與不買(mǎi)特定商品理由為何？What is the core charm of consumption and shopping your store? What is the most important reason? What is the second to most important reason?What are the reasons to buy specific and unspecific goods?10)11) WHEN：12) WHEN:客戶(hù)光顧的時(shí)段是周段性購(gòu)物（一次買(mǎi)好還是多次走訪）為主？只在看到海報(bào)等促銷(xiāo)廣告時(shí)光顧？按年？按月？按日？消費(fèi)者的購(gòu)買(mǎi)頻率如何？Are the customers visiting your store on a weekly basis (once a week or multiple visits)? Are they patronizing your store after seeing your posters and other promotional ads? On an annual basis? On a monthly basis? On a daily basis? How often do the consumers visit your store?13)14) WHERE：15) WHERE:本店能吸引多遠(yuǎn)商圈顧客？固定顧客核心商圈在哪？顧客店內(nèi)動(dòng)線情況如何？商品置于店內(nèi)哪個(gè)位置最有吸引力？How large is the neighborhood of customers your store can attract? Where is the fixed core customer district? What are the incentives of the customers at the store? At what places in the store will the goods be most attractive to the customers?16)17) HOW：18) HOW:沖動(dòng)性購(gòu)買(mǎi)性VS目的性購(gòu)買(mǎi)該品類(lèi)商品居多？以消費(fèi)者是如何購(gòu)買(mǎi)該品類(lèi)商品的？購(gòu)買(mǎi)量有多大？購(gòu)物的SKU品種構(gòu)成情況怎么樣？Which purpose is dominant in buying this category of goods, on impulse or for specific purposes? How do consumers purchase the products of this category? How big is the purchasing volume? What are the SKU categories procurement?1.2、1.3、 公司背景介紹——企業(yè)文化篇1.4、 Company Background - Enterprise Culture所謂經(jīng)營(yíng)理念，在百度搜索了下： 就是管理者追求企業(yè)績(jī)效的根據(jù)，是顧客、競(jìng)爭(zhēng)者以及職工價(jià)值觀與正確經(jīng)營(yíng)行為的確認(rèn)，然后在此基礎(chǔ)上形成企業(yè)基本設(shè)想與科技優(yōu)勢(shì)、發(fā)展方向、共同信念和企業(yè)追求的經(jīng)營(yíng)目標(biāo)。這些可稱(chēng)為企業(yè)的“經(jīng)營(yíng)理念”（theory of business）。Business philosophy is defined in Baidu as follows: The basis of corporate managers' pursuit of performance, confirmation of values and correct management behavior of customers, competitors and employees, the basis of establishment of the basic ideas, technological advantages, development direction, common faith and business objectives of an enterprise. These can be called the "theory of business" of an enterprise.斯林百蘭的經(jīng)營(yíng)理念： 4S合作理念Slumberland's theory of business: 4S cooperation 學(xué)習(xí)理解Study Study and understand 以公司利益為重 Sole proprietorship interests go first Sole proprietorship interests go first 規(guī)范行為 Standardization Standardization 靈活務(wù)實(shí)Spring Spring希丁安（中國(guó)）包括了上海斯林百蘭軟家具有限公司和斯林百蘭（哈爾濱）有限公司。它隸屬于希丁安集團(tuán)。外商獨(dú)資企業(yè)，總部坐落在上海市閔行區(qū)滬閔路6088號(hào)凱德龍之夢(mèng)大廈（上海工廠地址：閔行經(jīng)濟(jì)技術(shù)開(kāi)發(fā)區(qū)綠春路227號(hào)）成立于1992年10月7日，主要產(chǎn)品是英國(guó)品牌“斯林百蘭”、“富豪”床墊、套床、睡枕、睡褥、沙發(fā)等。主要設(shè)備由英國(guó)引進(jìn)，并采用斯林百蘭獨(dú)特技術(shù)——保背健袋裝及連鎖睡姿彈簧系統(tǒng)，經(jīng)嚴(yán)格的品質(zhì)管理生產(chǎn)優(yōu)質(zhì)的床具。Hilding Anders (China) is the parent of Slumberland Soft Furniture Shanghai Co., Ltd. and Slumberland (Harbin) Co., Ltd., and is a subsidiary of Hilding Anders Group. It is a foreign-owned enterprise, headquartered at Cade Dragon Dream, 6088 Humin Road, Minhang District, Shanghai (with its Shanghai Factory at: 227 Lvchun Road, Minhang Economic and Technological Development Zone), established on October 7, 1992. The main products include mattresses, bed sets, sleeping pillows, cotton-padded mattresses, sofas, etc., of British brands "Slumberland" and "WXZ". The main equipment is imported from the UK adopting unique Slumberland technology - Spinalmate pocketed interlinked posture spring mechanism, which is a bed facility through the strict quality management and of high quality.自開(kāi)業(yè)以來(lái)，每年保持30%的銷(xiāo)售增長(zhǎng)率，為越來(lái)越多的人們認(rèn)同。優(yōu)良的成長(zhǎng)業(yè)績(jī)?yōu)闃I(yè)界有目共睹，且在零售和酒店的客戶(hù)與日俱增。Since opening, Hilding Anders (China) maintains a 30% annual sales growth and has been recognized by more and more people. Excellent growth performance is obvious to all in the industry, and the number of its retail and hospitality customers keep growing.目前斯林百蘭在全球超過(guò)85個(gè)國(guó)家和地區(qū)生產(chǎn)及銷(xiāo)售。At present, Slumberland has its products produced and sold in more than 85 countries and regions in the world.希丁安亞太地區(qū)擁有馬來(lái)西亞、泰國(guó)、中國(guó)的哈爾濱和上海四間直營(yíng)工廠。Hilding Anders has four factories under its direct control in Asia-Pacific region, including Malaysia, Thailand, China's Harbin and Shanghai.1.21希定安（Hilding Anders）簡(jiǎn)介1.21 Profile of Hilding Anders 瑞典-希丁安集團(tuán)，創(chuàng)立于1939年，是歐洲第一的床具制造集團(tuán)之一。 Sweden - Hilding Anders Group, founded in 1939, is one of Europe's leading manufacturing groups of bedding. 希丁安集團(tuán)在世界二十多個(gè)國(guó)家擁有超過(guò)四十家工廠和7千名員工，年?duì)I業(yè)額超過(guò)11億美元。同時(shí)也是歐洲床具行業(yè)多個(gè)知名品牌的擁有者。希丁安集團(tuán)實(shí)力雄厚，旗下?lián)碛懈鞣N不同的知名床具公司及品牌，在其各自的國(guó)家和地區(qū)都已成為同行業(yè)中的領(lǐng)導(dǎo)者 Hilding Anders Group has more than forty plants and seven thousand employees in more than twenty countries around the world, and has an annual turnover of over $1.1 billion. And it is also the owner of several well-known brands in Europe. The powerful Hilding Anders owns a variety of well-known mattress companies and brands, which have become leaders in the industry in their respective countries and regions.Hilding Anders 精神Hilding Anders's Spirit•• ‘始終保持領(lǐng)先’• 'Be always leading'•• ‘比別人成長(zhǎng)快’• 'Grow faster than others'•• ‘如果我做了一個(gè)壞的交易，我就要用兩個(gè)好的來(lái)補(bǔ)償’• 'If I did a bad bargain, I will make it up with two good ones'Hilding Anders 使命Hilding Anders's mission•• 身體舒適• Physical comfort•• 人體工學(xué)+溫度智慧+衛(wèi)生健康• Ergonomics + temperature smart + healthHilding Anders 人生觀Hilding Anders's philosophy精神飽滿(mǎn)Full of energy希丁安睡眠解決方案包含了豐富的設(shè)計(jì)與美學(xué)，滿(mǎn)足不同人群的不同需求。換句話(huà)說(shuō)，我們的床品不僅實(shí)用而且美觀，消費(fèi)者在他們感覺(jué)好的環(huán)境中休息，可以得到更好的睡眠。經(jīng)久不衰的的睡眠解決方案保證了消費(fèi)者在很長(zhǎng)一段時(shí)間都可以睡好。Hilding Anders's sleep solution contains a wealth of designs and aesthetic information to satisfy different needs of different populations. In other words, our bedding is not only practical but also beautiful, and consumers may rest in an enjoyable environment and can get a better night's sleep. The enduring sleep solution ensures that the consumers can sleep well for a long time.最終，我們的床和床墊對(duì)環(huán)境低污染，因?yàn)槲覀儓?jiān)信我們所做的一切都是保護(hù)這個(gè)地球的環(huán)境，給人們提供更加舒適的睡眠環(huán)境。Ultimately, our beds and mattresses result in less pollution to the environment, because we firmly believe that everything we do is to protect the Earth's environment and to provide people with a more comfortable sleep environment.低污染+耐用性+設(shè)計(jì)Low pollution + Durability + DesignHilding Anders 愿景Hilding Anders's vision•• 核心價(jià)值 — 領(lǐng)先一步• Core value - one step ahead•• 核心價(jià)值 — 保證誠(chéng)信• Core value - Reliability and Honesty•• 核心價(jià)值 — 強(qiáng)烈關(guān)注民生• Core value - intense attention to the livelihood of the people1.22希丁安（中國(guó)）1.22 Hilding Anders (China)斯林百蘭為歐洲最大床具集團(tuán)Hilding Anders旗下的獨(dú)資企業(yè)，歸屬斯林百蘭亞太集團(tuán)，斯林百蘭（Slumberland）是英國(guó)著名品牌，中國(guó)家具行業(yè)床墊知名品牌，曾享有兩個(gè)英國(guó)皇徽使用的榮譽(yù)。Slumberland is wholly owned by Hilding, Europe's largest bedding group, and belongs to Slumberland Asia Pacific Group. Slumberland is a famous British brand and a well-known brand in the furniture and mattress industries in China, and has been awarded two British imperial honors.斯林百蘭是廣泛公認(rèn)的商標(biāo)、品牌和標(biāo)識(shí)。于1940年獲得英國(guó)國(guó)王喬治六世授權(quán)加冕，又獲得英國(guó)女王伊麗莎白二世及其皇母的皇家授權(quán)加冕，曾享有兩個(gè)英國(guó)皇徽使用的榮譽(yù)，使斯林百蘭成為廣泛公認(rèn)的商標(biāo)、品牌和標(biāo)識(shí)Slumberland is a widely recognized trademark, brand and logo. It was coronated by King George VI of the United Kingdom in 1940, was coronated by Queen Elizabeth II and the King's mother later on, and received two imperial honors by the British Palace, which have made Slumberland a widely recognized trademark, brand and logo.在希丁安的眼中員工是企業(yè)最珍貴的財(cái)富In the eyes of Hilding Anders, employees are the most valuable asset.只有腳踏實(shí)地才能步步前行，斯林百蘭---成長(zhǎng)中的軟家居行業(yè)“彈簧隊(duì)長(zhǎng)”Only by proceeding step by step can Slumberland become the "Captain Spring" in the soft furniture industry.希丁安（中國(guó)）銷(xiāo)售分布：Sales Distribution of Hilding Anders (China):中國(guó)區(qū)主要包括希丁安（上海）公司 希丁安（哈爾濱）公司Its products in China are mainly distributed by Hilding Anders (Shanghai) and Hilding Anders (Harbin)斯林百蘭已在中國(guó)開(kāi)設(shè)和擁有上百家直銷(xiāo)專(zhuān)賣(mài)店及加盟商團(tuán)隊(duì)Slumberland has established and owns hundreds of direct sales stores and franchisee teams in China.我們堅(jiān)信員工是希丁安集團(tuán)最珍貴的財(cái)富，每一次的成功都有你們的辛勤付出，沒(méi)有你們，就沒(méi)有斯林百蘭的今天。在希丁安這個(gè)大家庭中，每個(gè)人都是家庭中最重要的一份子，每個(gè)人都有自己的舞臺(tái)，群策群力，并肩作戰(zhàn)。所以作為大家庭的一員，實(shí)在有必要全面深入地了解一下企業(yè)的歷史、文化、精神、目標(biāo)，有了解才會(huì)有認(rèn)同，有認(rèn)同才會(huì)去熱愛(ài)。We firmly believe that employees are Hilding Anders Group's most precious wealth, every success is the result of your hard work, and there is no Slumberland's success today without your hard work. Everyone is an important member in Hilding Anders's big family, and everyone has his/her own stage. All of us are exerting our efforts and fighting together. So as a member of the family, it is necessary for you to comprehensively understand its history, culture, spirit, and targets, as understanding is the basis of recognition and recognition is the basis of passion.我們知道所有的成功都是從點(diǎn)點(diǎn)滴滴的累積開(kāi)始，在市場(chǎng)前沿，我們力爭(zhēng)領(lǐng)先，因?yàn)樗沽职偬m人堅(jiān)信只要不懈努力、執(zhí)著進(jìn)取，總有一天斯林百蘭會(huì)成長(zhǎng)為軟家俱市場(chǎng)的巨人。當(dāng)然成功是一段艱辛漫長(zhǎng)的路，需要我們大家的齊心合力。We know that all our success starts from accumulation bit by bit, and we must strive to forge ahead in the forefront of the market, as Slumberland firmly believe that Slumberland will grew into a giant in the soft furniture market some day with our unremitting efforts and perseverance. Of course, there is a difficult and long road to success which requires concerted efforts of all of us.希丁安（中國(guó)）是一片廣闊的天空，你就是那展翅高飛的雄鷹，盡情暢揚(yáng)在希丁安的天空中，真心的祝福你們飛得更高、更遠(yuǎn)。Hilding Anders (China) is a vast sky, and you are a soaring eagle soaring in the sky. We sincerely wish you fly higher and farther.小巨人——彈簧隊(duì)長(zhǎng)成長(zhǎng)之路：Little Giant - The path of growth of Captain Spring:公司生日：1992年10月，上海斯林百蘭軟家具有限公司成立。Birthday of the Company: In October 1992, Slumberland Soft Furniture Shanghai Co., Ltd. was established.公司背景：斯林百蘭是瑞典希丁安集團(tuán)屬下斯林百蘭亞太區(qū)其下的控股子公司。Company Background: Slumberland is a subsidiary held by Swedish Hilding Anders Group in the Asia-Pacific Region.公司成員組成：公司中高管理層匯集了一批曾經(jīng)在業(yè)內(nèi)著名家具公司任職，具豐富行業(yè)運(yùn)作經(jīng)驗(yàn)的高級(jí)專(zhuān)業(yè)人士。Company Members: The top management of the Company is made up of a number of senior professionals with rich experience in the operation of the industry who used to be employed by renowned furniture companies in the industry.斯林百蘭的宗旨：給世人帶來(lái)一張屬于最私人的“世界上最舒適的地方”。Slumberland's philosophy: To create the world's comfortable place" which is also the most private.斯林百蘭的目標(biāo)：躋身世界十大名床。Slumberland's goal: To become one of the world's top ten bed brands.斯林百蘭的使命：Slumberland's mission:以專(zhuān)業(yè)精神致力于中高端軟家具的引進(jìn)、生產(chǎn)和銷(xiāo)售，力求為消費(fèi)者提供最好的家具終端產(chǎn)品；以最好的產(chǎn)品和服務(wù)，使我們的顧客滿(mǎn)意，使公司成長(zhǎng)并造福員工及社會(huì)We are committed to the introduction, production and sales of high-end soft furniture with professional spirit, striving to provide consumers with the best furniture terminal products, to satisfy our customers, satisfy our customers, make our Company grow, and to benefit the employees and the society.1919年英國(guó)的一位名叫約翰（John Seccombe）的年青人，立志為人們提健康、舒適的完美睡眠產(chǎn)品，創(chuàng)立了斯林百蘭公司Slumberland的原意即為適睡眠之地。In 1919, a British young man named John Seccombe was determined to provide people with perfect, healthy and comfortable sleep products, and founded Slumberland, the original meaning of which is suitable sleeping place.1940年斯林百蘭獲得英國(guó)國(guó)王喬治六世的授權(quán)加冕之后，又獲得英國(guó)女王伊麗莎白二世及其皇母的授權(quán)加冕。In 1940, Slumberland was coronated by King George VI of the United Kingdom, and later on it was coronated by Queen Elizabeth II and the King's mother.1964年獲得Posture Spring連鎖睡姿彈簧專(zhuān)利技術(shù)。In 1964, it received the patent of Posture Spring.1987年斯林百蘭哈爾濱公司成立。In 1987, Hilding Anders (Harbin) was founded.1992年斯林百蘭上海公司成立。In 1992, Slumberland Shanghai was founded.1994年獨(dú)創(chuàng)Pocketed Posture Spring袋裝連鎖睡姿彈簧。In 1994, it created the Pocketed Posture Spring.1998年斯林百蘭亞太集團(tuán)成立，擁有馬來(lái)西亞、泰國(guó)、印度尼西亞和中國(guó)五間工廠，以及新加坡銷(xiāo)售公司，負(fù)責(zé)亞太地區(qū)的生產(chǎn)及銷(xiāo)售。Slumberland Asia Pacific Group was founded in 1998 and owns five factories in Malaysia, Thailand, Indonesia and China, as well as the Singapore sales company responsible for production and sales in the Asia-Pacific region.2001年成為歐洲床具制造集團(tuán)Hilding Anders成員�，F(xiàn)在，斯林百蘭已在眾多國(guó)家和地區(qū)生產(chǎn)及銷(xiāo)售。In 2001, it became a member of Hilding Anders, a bedding manufacturing group company in Europe. Now, Slumberland is producing and selling its products in many countries and regions.1940年曾獲得英國(guó)國(guó)王喬治六世授權(quán)加冕又曾獲得英國(guó)女王伊麗莎白二世及其皇母的皇家授權(quán)加冕，享有兩個(gè)英國(guó)皇徽使用的榮譽(yù)，使斯林百蘭成為廣泛公認(rèn)的商標(biāo)、品牌和標(biāo)識(shí)。It was coronated by King George VI of the United Kingdom in 1940, was coronated by Queen Elizabeth II and the King's mother later on, and received two imperial honors by the British Palace, which have made Slumberland a widely recognized trademark, brand and logo.HISTORY/ 悠久的歷史-近百年制床之經(jīng)驗(yàn)Long history - Nearly a hundred years of experience in bed production斯林百蘭以”皇冠寢具”之名成立于公元1919年，歷經(jīng)無(wú)數(shù)次的創(chuàng)新的發(fā)展，斯林百蘭至今已有超過(guò)90年的高檔床具制造經(jīng)驗(yàn)。目前已經(jīng)躋身成為英國(guó)最大的床墊及床組制造商之一。1964年，斯林百蘭研發(fā)出第一套特別為睡眠而設(shè)計(jì)的保背健彈簧，之后亦投入了大量的心力來(lái)研究改良此一獨(dú)特設(shè)計(jì)的質(zhì)量，以確保我們的每一件床具及床墊都能達(dá)到顧客的期盼，滿(mǎn)足顧客所期望的舒適。Slumberland was established in 1919 with the name "Coronated Bedding", and gas more than 90 years of experience in manufacturing high-end bedding after the development and numerous innovations. At present, it has become one of Britain's largest mattress and bed manufacturers.In 1964, Slumberland developed the first set of Spinalmate posture spring designed specifically for sleep. Later on, it exerted a lot of efforts to improve the quality of the unique design to ensure that piece of our beds and mattresses can meet the customer expectations and the desired comfort.斯林百蘭是目前世界上擁有最新技術(shù)的寢具制造商，也是歐洲的頂尖制床業(yè)團(tuán)體 – 喜爾汀安德斯協(xié)會(huì)的成員之一。在歐洲地區(qū)，喜爾汀安德斯協(xié)會(huì)的市場(chǎng)橫跨二十六個(gè)國(guó)家，擁有二十一個(gè)生產(chǎn)地點(diǎn)以及超過(guò)七千名的員工。產(chǎn)品樣式廣泛，所有產(chǎn)品均保證達(dá)到極其嚴(yán)苛的質(zhì)量標(biāo)準(zhǔn)，并且可以透過(guò)遍布各地的廣大的供貨商購(gòu)得�！�Slumberland is now a bedding manufacturer with the latest technology in the world, and is also a member of the Hilding Anders Association, leading bedding manufacturers' organization in Europe. The Hilding Anders Association has market across 26 countries in Europe, and 21 production sites as well as more than 7,000 employees. Its products are of various styles, and all the products are guaranteed to reach extremely stringent quality standards, and can be purchased through the majority of the suppliers in different areas.斯林百蘭已經(jīng)成為世界上最大的酒店床具供應(yīng)商之一，服務(wù)于喜達(dá)屋酒店管理集團(tuán)、洲際酒店管理集團(tuán)、雅高酒店管理集團(tuán)、凱賓斯基酒店管理集團(tuán)、凱悅酒店及度假村管理集團(tuán)、錦江酒店管理集團(tuán)、萬(wàn)達(dá)酒店及度假村管理集團(tuán)等世界著名酒店管理公司。Slumberland has become one of the world's largest hotel bedding suppliers, and is supplying to famous hotel management companies in the world, such as Starwood Management Company, InterContinental Hotels Group, Accor Hotels Group, Kempinski Hotel Management Group, Hyatt Hotels and Resorts, Jin Jiang International Hotels Group, Wanda Hotels & Resorts Management Group, etc.1919年，John Seccombe先生于英國(guó)創(chuàng)立斯林百蘭，2年后，創(chuàng)立者John Carpenter Secombe與哥哥Leslie開(kāi)設(shè)了第一間工廠。「一線鋼」彈簧的發(fā)明是床的演進(jìn)史上一大突破，這項(xiàng)先進(jìn)的技術(shù)，至今無(wú)法超越。更經(jīng)由美國(guó)AIM彈簧制作協(xié)會(huì)以重達(dá)100公斤的壓路機(jī)200萬(wàn)次來(lái)回輾過(guò)，實(shí)驗(yàn)證實(shí)完全不會(huì)變型。事實(shí)上，此彈簧早已超越英國(guó)基本標(biāo)準(zhǔn)的33倍(超越美國(guó)50萬(wàn)次標(biāo)準(zhǔn)多出4倍)。斯林百蘭至今已擁有超越90年的優(yōu)質(zhì)床墊制造經(jīng)驗(yàn)，榮獲英國(guó)皇室完整認(rèn)證的純正英國(guó)血統(tǒng)床墊。在1999年成為第一家投入防瞞床墊生產(chǎn)的廠商斯林百蘭，2000年更在新加坡亞太家具展中展出的床墊，并獲頒吉尼斯世界記錄世界最長(zhǎng)的床墊彈簧，其測(cè)量長(zhǎng)度為11.58m，寬度10.82 m和厚度為0.254m。長(zhǎng)久以來(lái)，斯林百蘭以在舒適睡眠領(lǐng)域位居世界領(lǐng)導(dǎo)者而自豪。由于專(zhuān)注于不斷研究、發(fā)展、力求卓越，至今斯林百蘭堪稱(chēng)全球床墊的鑒賞家。這就是為什么我們說(shuō)：「一個(gè)人沒(méi)有睡過(guò)斯林百蘭床墊就沒(méi)有真正睡著過(guò)�！�In 1919, Mr. John Carpenter Seccombe founded Slumberland in the United Kingdom. Two years later, he established the first factory with his brother Leslie.Invention of the "One-string" spring was a major breakthrough in the history of the bed, and this advanced technology has not been surpassed today. It was even tested by Automated Industrial Motion (AIM) of U.S.A. by rolling back and forth for over 2 million times with a 100kg roller, which proved that the spring would not change form. In fact, this spring has already 33 times beyond the basic standard of the United Kingdom (four times more than the US standard of 50 million times).Slumberland now has more than 90 years of experience in manufacturing high-quality mattresses, and won the honorary title of mattress of Britain purity awarded by the British royal family. In 1999 Slumberland became the first to invest in the production of anti-mite mattresses. In 2000, it displayed its mattresses in the Asia Pacific Furniture Exhibition in Singapore and its spring, 11.58m in length, 10.82m in width, and 0.254m in thickness, was recognized as the world's longest mattress spring in the Guinness world record. For a long time, Slumberland has been proud as one of the leaders of sleep comfort in the field. Due to the continuous efforts in research and development and striving for excellence, Slumberland has always been an international connoisseur of mattresses. That is why we say: "A person who never slept on a Slumberland mattress has never really slept."品質(zhì)卓越‧舒適耐用斯林百蘭床墊的彈簧數(shù)是全球最多，比一般床墊高出2-7倍以上；獨(dú)特的Z型邊框平衡器，不但能使床邊更堅(jiān)固，同時(shí)能增加20%的睡眠面積。率先制造防螨床墊，所有的床墊表布均具備防火、防螨、抗菌、防霉4大功效。此外斯林百蘭的每一張床皆經(jīng)由老師傅以手工貫穿拉束線扣縫制，展現(xiàn)頂級(jí)工藝的超高技法。全球?qū)＠烧鄣�、一體成型下墊，彈簧數(shù)居全球之冠，上下墊同時(shí)使用可增加床墊壽命。Excellent Quality ‧ Comfort and DurabilityThe number of springs used with Slumberland mattresses are the world's largest, more than 2 to 7 times higher than ordinary mattresses. The unique Z border balancer can not only make the bed firmer but also increase the sleeping area by 20%. It is the first to manufacture anti-mite mattress, and the surface cloth of all mattresses are fire retardant, anti-bacterial, anti-mold, and anti-mite. In addition, all the buttons of each of the Slumberland beds are manually sewn by senior technicians, which shows ultra high techniques and skills. The globally patented Slumberland bed can be folded and has a monolithic underlay, the number of its springs are the greatest in the world, and both the upper and lower layers can be used at the same time, increasing the lifespan of the mattress.斯林百蘭的經(jīng)營(yíng)策略：Slumberland's Business Strategies:以人為本：信息時(shí)代，人才是真正財(cái)富。斯林百蘭通過(guò)保證員工利益來(lái)保證股東利益。People-oriented: Talents are the real wealth in the information age. Slumberland ensures the interests of its shareholders by ensuring the interests of its employees.穩(wěn)健務(wù)實(shí)：同時(shí)肩負(fù)民族、社會(huì)和員工三大責(zé)任，在經(jīng)營(yíng)上力求腳踏實(shí)地，步步前行。Steady and practical: Slumberland bears national, social and employees responsibilities at the same time, and progresses step by step forward down to earth in business operations.人和環(huán)境：穩(wěn)定發(fā)展的員工隊(duì)伍，在斯林百蘭這個(gè)大家庭中伙伴們共同努力，力求企業(yè)和自身的良好發(fā)展。Harmonious environment: Slumberland's staff is developing stably, and each member in this big family work together and strive to develop business and themselves at the same time.1.23 希丁安集團(tuán)旗下品牌包括1.23 Hilding Anders Group's Brands斯林百蘭、普爾曼、星達(dá)奈、鄧祿普、普利馬、比庫(kù)等，近30個(gè)享譽(yù)國(guó)際的床具知名品牌。Nearly thirty internationally renowned bedding brands, such as Slumberland, Pullman, StarryNite, Dunlop, Primatone, Bhikkhu, etc.Hilding Anders 提供品牌產(chǎn)品和貼牌定制——一站式購(gòu)物Hilding Anders provides one-stop shopping, i.e., branded products and OEM customizationHilding Anders擁有超過(guò)20個(gè)國(guó)內(nèi)、國(guó)際著名品牌Hilding Anders has more than 20 domestic and international famous brands二、斯林百蘭PG定位與職責(zé)說(shuō)明II. PG Positioning of Slumberland and Job Description二、銷(xiāo)售顧問(wèn)工作職責(zé)II. Responsibilities of the Purchase Guides2．1銷(xiāo)售顧問(wèn)的工作內(nèi)容：2.1 Jobs of Purchase Guides:服務(wù)：是零售行業(yè)的基礎(chǔ)。應(yīng)盡量迎合顧客的需要，提供全面及優(yōu)質(zhì)的銷(xiāo)售/售后服務(wù)；Services: The base of the retail industry. We should try to meet the customer's needs by providing comprehensive and high-quality sales/after-sales services;貨品：是實(shí)現(xiàn)銷(xiāo)售的基本條件。應(yīng)按目標(biāo)顧客的需求，采購(gòu)合適的貨品，以供顧客選擇；Products: The basic conditions for achieve sales. We should buy the right goods for target customers to choose according to their needs;店鋪的陳列設(shè)計(jì)：良好的購(gòu)物環(huán)境是提升顧客購(gòu)買(mǎi)欲的因素之一，因此店鋪的陳列設(shè)計(jì)及擺設(shè)應(yīng)以營(yíng)造一流的購(gòu)物環(huán)境和氣氛為目的，以方便顧客購(gòu)買(mǎi)為原則；Display design of stores: A good shopping environment is one of the factors to enhance the customers' desire to purchase. So we should create a first-class shopping environment and atmosphere through display design and decoration for the convenience of our customers;員工：所有的貨品和服務(wù)都必須直接由員工（店員）介紹/推銷(xiāo)給顧客，因此員工的素質(zhì)極為重要Employee: All the goods and services must be directly introduced/sold by the employee (clerks) to customers, so the quality of staff is extremely important.通過(guò)以上的簡(jiǎn)單介紹，銷(xiāo)售顧問(wèn)就是向店內(nèi)消費(fèi)者介紹斯林百蘭皇家，經(jīng)典等系列產(chǎn)品，促進(jìn)消費(fèi)者的購(gòu)買(mǎi)，同時(shí)做好相應(yīng)的銷(xiāo)售輔助工作，包括補(bǔ)貨、陳列、促銷(xiāo)執(zhí)行和陳列工具的合理使用等。For the purpose of brief introduction, a purchase guide is an employee to introduce Slumberland Royal, Slumberland Classic and other products to consumers at the store, to urge the customers to buy, and complete other necessary jobs, including replenishment, display, promotion execution and reasonable use of display tools, etc.主要職責(zé)：Main responsibilities:1）2） 向消費(fèi)者介紹斯林百蘭各系列產(chǎn)品，促進(jìn)消費(fèi)者購(gòu)買(mǎi)：3） To introduce various Slumberland products to consumers and promote consumers to buy:–– 掌握產(chǎn)品知識(shí)及促銷(xiāo)技巧；– To know about the products and gain sales skills;–– 將產(chǎn)品的優(yōu)/特點(diǎn)及促銷(xiāo)信息傳達(dá)到目標(biāo)消費(fèi)者；– To communicate the advantages/features and promotional information of products to target consumers;2）及時(shí)補(bǔ)貨：2) Timely replenishment:–– 確保所有進(jìn)場(chǎng)產(chǎn)品及時(shí)上架；– To ensure that all incoming products are put on shelves in a timely manner;–– 維護(hù)貨架產(chǎn)品、店內(nèi)陳列工具和促銷(xiāo)工具的清潔和美觀；– Maintain the products on shelves, the in-store display tools and promotional tools are tools clean and beautiful;–– 收集競(jìng)爭(zhēng)對(duì)手和消費(fèi)者信息，并及時(shí)準(zhǔn)確地完成相關(guān)報(bào)表；– To collect information on competitors and consumers and complete related statements accurately in a timely manner;–– 遵守公司和零售店的各項(xiàng)規(guī)章制度，維護(hù)零售店與斯林百蘭公司之間的客情關(guān)系。– To comply with the rules and regulations of the Company and retail stores, and maintain favorable relationship between the retail stores and Slumberland.3）關(guān)鍵衡量指標(biāo)：3) Key measurement indicators:–– 銷(xiāo)量目標(biāo)的完成– Sales goals achieved–– 店內(nèi)陳列維持達(dá)標(biāo)率– Compliance rate of maintaining in-store display–– 及時(shí)準(zhǔn)確的匯總每日銷(xiāo)售信息并填報(bào)“銷(xiāo)售周報(bào)表”– Timely and accurate report of daily sales information and completion and submittal of "Weekly Sales Report"–– 關(guān)注、收集各品牌好的措施，競(jìng)爭(zhēng)品牌各類(lèi)促銷(xiāo)活動(dòng)的內(nèi)容及動(dòng)向– Attention to and collection of good sales measures as well as the content and trend of promotional events of each brand–– 遵守公司的各項(xiàng)規(guī)章制度，服從商家的管理– Compliance with the Company's the rules and regulations and the management of businesses4）所需要掌握的核心技能4) The core skills to master–– 專(zhuān)業(yè)知識(shí)– Expertise–– 公司– Company–– 產(chǎn)品– Products–– 相關(guān)的規(guī)章制度– Relevant rules and regulations5）工作態(tài)度5) Attitudes toward work–– 勤懇踏實(shí)– Diligent and practical–– 積極主動(dòng)– Active–– 自律負(fù)責(zé)– Self-disciplined and responsible6）專(zhuān)業(yè)技巧6) Professional Skills–– 店面生動(dòng)化技巧– Vivid skills at the store–– 店面溝通和銷(xiāo)售技巧– In-store communication and sales skills–– 工作報(bào)告的填寫(xiě)– Filling in work reports—— 優(yōu)秀營(yíng)銷(xiāo)人員應(yīng)具備的能力要素— The key marketing capabilities of excellent marketers7）回顧總結(jié)7) Review and Summary2.2 銷(xiāo)售顧問(wèn)工作流程2.2 Workflow of the Purchase Guides(1) 崗前準(zhǔn)備(1) Pre-service preparation-- 提前15分鐘到崗；- Arrive at post 15 minutes in advance;-- 按照公司要求穿著制服，化妝及佩戴胸卡- Wear uniforms, make up and wear badges according to requirements of the Company-- 檢查交接班信息，了解當(dāng)天的工作重點(diǎn)和需要解決的問(wèn)題- Check shift information to understand the focus of the day's work and the problems to be solved-- 進(jìn)行營(yíng)業(yè)環(huán)境衛(wèi)生清潔，做到床架、床墊、標(biāo)簽及展示品等潔凈無(wú)積塵- Clean the business environment to keep the bed frames, mattresses, labels and displays clean and free of dust-- 補(bǔ)充及上足產(chǎn)品，備齊助銷(xiāo)用具- Put the products on the shelves and supplement when necessary, and get the sales tools prepared-- 檢查產(chǎn)品標(biāo)簽，做到標(biāo)簽無(wú)誤，一目了然- Check and make sure the product labeling is correct and clearly visible-- 清點(diǎn)產(chǎn)品和贈(zèng)品庫(kù)存- Make an inventory of the products and gifts-- 發(fā)現(xiàn)倉(cāng)庫(kù)貨品不足，及時(shí)提醒并通知銷(xiāo)售人員，跟進(jìn)商品的到貨情況- Reminder and inform the purchase guides in a timely manner if the warehouse goods are insufficient, and follow up the delivery of the goods(2) 日常工作流程(2) Daily Workflow 營(yíng)業(yè)銷(xiāo)售中 In business sales利用銷(xiāo)售技巧與產(chǎn)品知識(shí)與顧客進(jìn)行溝通，完成銷(xiāo)售任務(wù)Communicate with customers through use of sales skills and product knowledge to complete the sales tasks-- 熱情招呼距離貨架3米內(nèi)，靠近貨架的顧客- Warmly greet the customers within three meters from the shelves and customers near the shelves-- 了解顧客的需求，為顧客介紹合適的產(chǎn)品- Understand the customer's demands and recommend suitable products for customers-- 向顧客推薦產(chǎn)品，對(duì)顧客做詳盡的產(chǎn)品說(shuō)明- Recommend products and describe the products in detail to customers-- 耐心解答顧客提出的疑問(wèn)，對(duì)自己無(wú)法解答的問(wèn)題進(jìn)行記錄，保留顧客聯(lián)系方式，及時(shí)向公司反映- Answer customers' questions patiently, record the questions which you are unable to answer, record the customer contact, and reflect to the Company in a timely manner-- 促成顧客的購(gòu)買(mǎi)- Encourage customers to buy-- 向顧客的購(gòu)買(mǎi)表示感謝，目送顧客離去- Expresses appreciation to the customer's purchase, and see the customer off 非營(yíng)業(yè)銷(xiāo)售中 Out of business sales-- 補(bǔ)齊貨架所需產(chǎn)品，整理排面- Replenish the products required on shelves and arrange them in order-- 維護(hù)貨架和產(chǎn)品的清潔- Maintain the shelves and products clean-- 了解競(jìng)爭(zhēng)品牌的市場(chǎng)信息及商場(chǎng)動(dòng)態(tài)- Understand market information of competitors' brands and the trend of the store-- 保持笑容和正確的站姿，等待下一位顧客的到來(lái)- Keep a smiling expression and the correct stance while waiting for the arrival of the next customer 處理顧客投訴 Deal with customer complaints抱怨有理，抱怨意味機(jī)會(huì)Complaints are justified, complaints mean opportunities不要害怕，顧客抱怨有很多原因，有些是你的工作失誤造成的，有些則不是，不管何種原因，我們都得積極面對(duì)，妥善解決，相信自己，你很出色，一個(gè)優(yōu)秀的銷(xiāo)售人員面對(duì)問(wèn)題總能迎刃而解。在圓滿(mǎn)解決顧客的抱怨后，說(shuō)不定你又多了個(gè)朋友；Do not be afraid of customer complaints, as they may have many reasons, some of which are caused by mistakes in your work while and some are not. For whatever reasons, we have to face them actively and address them properly. Believe in yourself as you are an outstanding and excellent purchase guide and are able to solve any problem successfully. Maybe you will make friends with customer whose compliant has been satisfactorily resolved.1.2. 異議通常表示需要進(jìn)一步的資料。如果能夠處理恰當(dāng)，便可協(xié)助交易3. Objection often expresses the need for further information. If can handle it properly, it can help you in your deals.a)b) 注意力集中，保持耐心c) Be attentive and patientd)e) 當(dāng)某人提出異議時(shí)，不要認(rèn)為這時(shí)針對(duì)您而感到不悅，通常，對(duì)方是需要進(jìn)一步的資料或說(shuō)明解釋f) When someone makes an objection, don't feel unhappy as it is against you. Usually, the objector only needs further information or explanation.4.5. 談話(huà)時(shí)間不要間斷太久，好像在等待問(wèn)題6. Don't pause for long while talking as if waiting for a questiona)b) 如果關(guān)于服務(wù)態(tài)度方面的投訴，必要時(shí)要態(tài)度誠(chéng)懇地進(jìn)行道歉；c) If complaint is about service attitude, sincerely apologize when necessary;d)e) 如果關(guān)于產(chǎn)品方面的投訴，按照公司或商場(chǎng)的規(guī)則與流程要求進(jìn)行處理；f) If the complaint is about the products, handle it according to rules and processes of the Company or the mall;7.8. 保持笑容，使用“合適”的身體語(yǔ)言9. Keep a smiling expression and use the "appropriate" body language10.11. 當(dāng)對(duì)方發(fā)表抱怨或異議時(shí)，經(jīng)常點(diǎn)頭以示您明白對(duì)方的話(huà)語(yǔ)12. When someone makes a complaint or objection, nod frequently to show that you understand the his/her words13.14. 小心聆聽(tīng)15. Listen carefully16.17. 任何時(shí)候都保持正面、積極、樂(lè)觀的臉部表情及態(tài)度18. Maintain positive, active and optimistic facial expressions and attitudes at all times(3) 營(yíng)業(yè)工作結(jié)束(3) At the end of business work 工作交班 Shift handover-- 整理貨架，清點(diǎn)當(dāng)班所有物品；及時(shí)填寫(xiě)報(bào)表與交接班信息；- Arrange the goods on the shelves and make an inventory of all the items of your shift, and fill up statements and shift information in a timely manner;-- 與接班人員進(jìn)行工作交接；- Hand over the shift with the successor;-- 知會(huì)同仁后才能離開(kāi)；- Notify all colleagues before leaving; 工作結(jié)束 End of job-- 將當(dāng)日發(fā)生的重要事情與需要解決的問(wèn)題，填寫(xiě)在交接班信息表上；- Fill up the important events and the problems to be solved on that day on the shift handover table;-- 填寫(xiě)報(bào)表，包括門(mén)店調(diào)查表、競(jìng)爭(zhēng)品牌市場(chǎng)信息表；- Fill up the required statements, the store examination table, competitive brand market information table;-- 清點(diǎn)庫(kù)存，檢查是否實(shí)物與報(bào)表是否相符；- Make an inventory to check whether it is consistent with the existing goods;-- 整理陳列貨架，清點(diǎn)當(dāng)班所有物品，確保無(wú)誤后才能離開(kāi)；- Arrange the display shelves and make an inventory of all the items on your shift, and ensure that they are correct before leaving;2.21 銷(xiāo)售顧問(wèn)工作流程之單店店長(zhǎng)工作流程2.21 Workflow of the Purchase Guides - Workflow of One-store Managers開(kāi)門(mén)營(yíng)業(yè)前： （前后約10分鐘）Before starting business (about ten minutes in advance), the manager must:-- 全體簽到，監(jiān)督考勤情況。督促整理著裝\儀容儀表；- Check the checking-in of all members, and require their dressing and grooming;-- 查看交接班記錄，店長(zhǎng)日志確認(rèn)，整理營(yíng)業(yè)辦公用品；- Check the records of shift handover, confirm the manager's daily record, and arrange business office supplies;-- 組織早會(huì)，下達(dá)指標(biāo)，檢查儀表，激勵(lì)員工，傳遞信息，分配工作；- Organize the morning meeting, assign the index, check the appearance, motivate employees, communicate necessary information, and assign jobs;-- 檢查進(jìn)銷(xiāo)存帳務(wù)、收銀票據(jù)及現(xiàn)金交接記錄；- Check the delivery, sales and inventory records, cashier notes and cash transfer records;營(yíng)業(yè)工作中：In business sales:-- 檢查衛(wèi)生及陳列出樣情況；- Check the cleaning and sample display;-- 監(jiān)督和教導(dǎo)店員的行為姿態(tài)；- Supervise and instruct the behaviors and postures of the purchase guides;-- 隨機(jī)提醒和檢查賣(mài)場(chǎng)衛(wèi)生的維護(hù)情況；- Remind about and check the cleaning conditions of the store where necessary;-- 主動(dòng)處理顧客投訴；- Actively deal with customer complaints;-- 做庫(kù)存銷(xiāo)售數(shù)據(jù)分析，下單補(bǔ)貨；- Analyze the inventory and sales data, place an order for replenishment;-- 輔助銷(xiāo)售主管的店員績(jī)效考核；- Assist the sales director in staff performance appraisal;-- 店員思想溝通；- Communicate with the staff;-- 維持現(xiàn)場(chǎng)秩序和工作紀(jì)律；- Maintain the order and abide by the discipline of the store;-- 安排當(dāng)班人員就餐；- Arrange for meals of the staff on duty;-- 陳列、銷(xiāo)售技巧的跟進(jìn)輔導(dǎo)和新產(chǎn)品知識(shí)分享；- Follow up and guide the display and sales techniques, and share knowledge of new products;-- 觀察營(yíng)業(yè)工作中的表現(xiàn)，發(fā)現(xiàn)問(wèn)題，作為點(diǎn)評(píng)和后期改進(jìn)計(jì)劃；- Observe the business performance to identify problems as the basis for reviews and subsequent improvement plans;-- 店鋪設(shè)施檢查及反饋；- Check and back feed on store facilities;-- 當(dāng)班工作交接事宜；- Be responsible for shift handover issues;-- 其他上級(jí)交辦的事項(xiàng)- Other matters assigned by superiors營(yíng)業(yè)結(jié)束后： （前后約10分鐘）After the close of business (about ten minutes)-- 通知打烊準(zhǔn)備工作；- Inform for closing preparations;-- 安排人員清點(diǎn)貨品，打掃衛(wèi)生，整理床鋪，補(bǔ)充店鋪貨品；- Arrange for inventory, cleaning, bed making, replenishment of store goods;-- 匯總記錄當(dāng)天銷(xiāo)售業(yè)績(jī)及當(dāng)天的進(jìn)銷(xiāo)存帳務(wù)處理；- Summarize the records of sales performance of that day and handle the delivery, sales and inventory records of that day;;-- 收班例會(huì)——總結(jié)一天工作，點(diǎn)評(píng)工作表現(xiàn)（視具體情況而定）；- Regular meeting before closing - summarize a day's work and comment on job performance (as the case may be);-- 填寫(xiě)店長(zhǎng)日志及交接記錄。- Fill up manager's daily record and handover records.營(yíng)業(yè)中不同時(shí)段的工作分配：Job Assignments in Different Periods of Business:-- 周末高峰——現(xiàn)場(chǎng)秩序、站位的控制；銷(xiāo)售工作的協(xié)助、提醒；避免和化解店鋪人員搶單；防范貨品丟失；觀察現(xiàn)場(chǎng)情況，發(fā)現(xiàn)問(wèn)題進(jìn)行總結(jié)- Weekend peak - control the order in the store and the locations of the purchase guides; assist remind in sales; avoid and resolve purchase guides' competition for customers; protect the goods from being stolen; observe the scene and summarizes the problems found交接班—— A、交接班前的交接準(zhǔn)備。做好相關(guān)帳務(wù)；Shift handover - A. Prepare for handover, and make the relevant accounting ready;B、對(duì)當(dāng)班期間出現(xiàn)的情況、待交代事項(xiàng)、需改進(jìn)和待完成的地方在留言本上記錄交接事宜；B. Record the handover issues on the guestbook, including the events during the shift, the issues to assign, the jobs to improve and complete, etc.;C、檢查報(bào)表、現(xiàn)金、票據(jù)、辦公用品、衛(wèi)生整理情況與對(duì)班進(jìn)行交接（若門(mén)店須接觸現(xiàn)金，每日現(xiàn)金須及時(shí)上繳；由業(yè)務(wù)員人員在《直銷(xiāo)商店銷(xiāo)售清單》（見(jiàn)附件14）上簽字，并將該清單第二、第三聯(lián)帶回公司，帶回公司后現(xiàn)金交財(cái)務(wù)出納，財(cái)務(wù)出納核對(duì)簽字后，返還第二聯(lián)給銷(xiāo)售內(nèi)勤，第三聯(lián)交給信貸控制內(nèi)勤開(kāi)收據(jù)C. Check the reports, cash, notes, office supplies, cleaning and arrangement, etc., before handover (if the store has to receive cash, the cash shall be promptly paid to the management department on a daily basis; have the relevant purchase guide sign on the Store Retail Sales List (see Attachment 14), and submit the second and third copies to the Company, together with the cash, which must be registered by the accountant. After the accountant has confirmed by signing, return the second copy to the sales control office and the third copy to the credit control office for issue of receipt.)D、檢查賣(mài)場(chǎng)倉(cāng)庫(kù)的衛(wèi)生、陳列，補(bǔ)貨情況及重要事項(xiàng)與對(duì)班進(jìn)行交接；D. Check the cleaning and arrangement, replenishment and other major issues of the store warehouse, and hand over the shift;例：SYDD（上海盛源大地）門(mén)店周一到周日閑時(shí)和忙時(shí)的工作側(cè)重點(diǎn)Example: Job focuses of the stores of ShengYuanDaDi Furnishing Square (SYDD) in business and non-business time from Monday to Sunday例： 周一 ：總結(jié)會(huì)議，周計(jì)劃，調(diào)休，貨品整合，分析周銷(xiāo)售數(shù)據(jù)；Example: Monday: wrap-up meeting, week plan, paid leave, goods integration, analysis of weekly sales data;例： 周二、周三、周四：大掃除，陳列調(diào)整，溝通，教導(dǎo)；Example: Tuesday, Wednesday, Thursday: thorough cleaning, display adjustment, communication, guidance;例：周五：完成準(zhǔn)備工作，下達(dá)周末指標(biāo)，安排好加班人員；Example: Friday: Completion of preparations, assigning weekend indicators, arrangement of overtime staff;例：雙休周六日：沖量+銷(xiāo)售，帶動(dòng)銷(xiāo)售氣氛；Example: Saturday and Sunday: Inventory + sales, exciting sales atmosphere;2.22 部分區(qū)域收銀工作流程2.22 Cash Register Workflow for Certain Areas開(kāi)始營(yíng)業(yè)前：Before the commencement of business:-- 斯林百蘭隸屬直營(yíng)門(mén)店單店- Retail store directly under Slumberland-- 當(dāng)班POS機(jī)簽到，開(kāi)通設(shè)備電源。整理票據(jù)、收銀臺(tái)衛(wèi)生- (The employee of the POS shift) Check in, power up the device, organize the notes, and clean the cashier-- 確�，F(xiàn)金的安全、確保顧客所購(gòu)的每一件商品均已收銀，不得遺漏；- Ensure the safety of cash, ensure that each of the products purchased by the customers has been registered without omission;-- 例行完成當(dāng)天收銀數(shù)據(jù)通訊，查看交接事項(xiàng)及現(xiàn)金交接記錄；- Complete the routine cashier data communications of that day, check the handover matters and cash transfer records;-- 嚴(yán)格遵守唱收唱付的原則、遵循禮貌規(guī)范用語(yǔ)。- Strictly abide by the principle of on-site payment and confirmation, follow the rules of courtesy and standard language.營(yíng)業(yè)工作中：During business:-- 禮貌、熱情的接待客戶(hù)，詳細(xì)介紹公司產(chǎn)品，對(duì)客戶(hù)提出的各類(lèi)問(wèn)題應(yīng)耐心回答，以誠(chéng)待人，不急不燥；- Serve the customers politely and warmly, introduce the Company's products in detail, answer all kinds of questions raised by customers patiently, treat people with sincerity and patience;-- 站姿迎賓，微笑招呼“你好”！- Stand to welcome each customer, smile and say "Hello"!-- 唱收唱付，雙手遞接。清點(diǎn)現(xiàn)金和小票，POS小票應(yīng)妥善保管；- Pay and confirm on site, and receive and deliver with both hands. Count cash and receipts clearly, and keep the POS receipts with due care;-- 附加推銷(xiāo)，說(shuō)明產(chǎn)品的保養(yǎng)、售后及三包服務(wù)；- Recommend other products, describe the that, after-sales and that of the products;-- 送賓道別。叮囑拿好隨身物品，不要遺忘；- See the customer off and say goodbye. Remind the customer not to leave his/her belongings;-- 完成每日現(xiàn)金帳務(wù)交接；- Complete handover of the daily cash accounts;營(yíng)業(yè)結(jié)束后：After the close of business:-- 做日結(jié)帳，數(shù)據(jù)通訊上傳；- Prepare the daily settlement account and upload data communications;-- 整理小票與現(xiàn)金核對(duì)，匯總門(mén)店銷(xiāo)售業(yè)績(jī)；- Organize check receipts and cash, summarize sales performance of the store;-- 每次刷卡均要求當(dāng)班導(dǎo)購(gòu)逐筆登記《每日刷卡記錄表》（見(jiàn)附件16），并傳真至信貸控制內(nèi)勤處。信貸控制內(nèi)勤據(jù)此開(kāi)收據(jù)協(xié)助數(shù)據(jù)整理與分析；- Require the purchase guide on shift to record each cash registration in the Daily Cash Registration Record (see Attachment 16), and fax it to the credit control office. The Daily Cash Registration Record will be used as basis for the Credit control office to issue receipts to assist in data collection and analysis;-- 做好交接班記錄本的記錄（相關(guān)活動(dòng)信息及現(xiàn)金票據(jù)交收情況）；- Complete the shift handover records properly, including the information on related event and delivery of cash receipts);-- 簽退POS機(jī)，關(guān)閉設(shè)備電源；- Sign off and power off the POS machine;-- 及時(shí)填寫(xiě)《直銷(xiāo)商店銷(xiāo)售清單》在規(guī)定時(shí)限內(nèi)完成現(xiàn)金款項(xiàng)及時(shí)上交、保存；- Fill up the Store Retail Sales List in a timely manner and complete the delivery and storage of the cash within the prescribed time limit;《問(wèn)題》questions收銀連帶銷(xiāo)售用語(yǔ)（結(jié)賬前先30°C鞠躬），你會(huì)說(shuō)些什么呢?What would you say (30 degree bow first before cash registration) as a cash register and/or purchase guide?2.23 賣(mài)場(chǎng)商店的衛(wèi)生維護(hù)標(biāo)準(zhǔn)2.23 Standard for Store Cleaning in the Mall一、具體范圍：I. Specific scope:1、 地面：地膠、地毯、踏墊、凳子及桌面1. Floor: adhesive, carpet, mat, stool and desktop2、 陳列架：貨品墻、中島臺(tái)、層板、展示柜、展臺(tái)、服務(wù)收銀臺(tái)等2. Shelves: display wall, island desk, shelf plate, display cabinet, stand, cashier desk, etc.;3、 天花板：日光燈及其他照明設(shè)備、吊頂3. Ceiling: fluorescent lamps and other lighting equipment, condole top4、 貨品：所有出樣的貨品4. Items: all kind of sampled items5、 門(mén)面：店面的道路（通路）、建筑物的外墻、燈箱、門(mén)頭、櫥窗、玻璃門(mén)等5. Appearance: path (passage) in front of the store, outer walls of the building, light box, door head, windows, glass door, etc;6、 倉(cāng)庫(kù)：貨架、貨品6. Warehouse: shelves, goods7、 收銀臺(tái)：抽屜、垃圾桶、店面形象POP7. Cashier: drawers, garbage cans, store image POP8、 設(shè)備：空調(diào)、空調(diào)過(guò)濾網(wǎng)、風(fēng)幕機(jī)、電腦、pos機(jī)等店鋪設(shè)備8. Equipment: air-conditioning, air conditioning filters, air curtains, computers, POS machine and other store equipment9、 備品：煙灰缸、裝飾花等9. Spare: ashtrays, decorative flowers10、 宣傳品：當(dāng)季產(chǎn)品海報(bào)、臺(tái)卡、推廣標(biāo)簽、展架10. Promotional materials: posters, desk cards, display racks of the products of that season11、 射燈及燈帶線路通道無(wú)灰塵、水漬11. Circuits of the spotlights and light belts must be free of dust and water13、14、 其它：店內(nèi)是否有異味15、 Other: Check the store to see if there is peculiar smell二、執(zhí)行標(biāo)準(zhǔn)II. Execution standard1. 門(mén)頭1. Door head-- 為保持門(mén)店衛(wèi)生整潔，店鋪每月一次定期進(jìn)行門(mén)面清潔- The store facade must be cleaned once a month on a regular basis to keep our stores clean and tidy-- 除此外，平時(shí)也應(yīng)不定期進(jìn)行維護(hù)、清潔- In addition, unscheduled maintenance and cleaning should also be conducted-- 要求門(mén)面無(wú)灰塵、無(wú)污漬、有亮度，字體不脫落不模糊- The facade must be free of dust and dirt and brightness, and words must be well maintained to keep them from falling off and fading off2. 地面2. Floor-- 地面由店長(zhǎng)安排值日衛(wèi)生表，勤拖勤換洗- The store manager must prepare floor cleaning arrangement and require frequent cleaning, mopping, washing, etc.-- 地面無(wú)雜物、污漬，干凈通暢- The floor must be free of debris and stains, clean and smooth-- 雨天地面需要注意保持干爽，以防顧客小孩老人滑倒- The floor must be kept dry on rainy days to so that the customers, children and the elderly will not slip3. 貨架道具3. Shelves props-- 陳列貨架道具上的螺絲、接口等必須緊固- The screws, interfaces, etc., of the display shelf props must be fastened-- 愛(ài)護(hù)貨架，小心利物將床墊，枕頭等針紡制品刮傷刮破及勾絲- Care for the shelves, carefully prevent anything sharp from cutting and scratching the mattresses, pillows and other textile products-- 保持陳列貨架道具無(wú)灰塵，無(wú)污漬- Keep the display shelf props free of dust and stains-- 玻璃貨架或展示臺(tái)上不要堆放重物- Do not pile up heavy objects on glass shelves or showcases4. 天花板：無(wú)蜘蛛網(wǎng)，燈口朝向準(zhǔn)確，無(wú)積灰4. Ceiling: Free of cobwebs, lights shining in correct directions and free of ash deposit5. 設(shè)備：無(wú)積灰，無(wú)損壞{有設(shè)備故障及時(shí)反饋}5. Equipment: free of ash deposit, no damage (report equipment failure, if any, in a timely manner)6. 收銀臺(tái)6. Cashier counter-- 收銀臺(tái)上只準(zhǔn)放置工作日用品，不準(zhǔn)放置私物。- Only work necessities are allowed to be placed on the cashier counter, and no private property is allowed.-- 收銀臺(tái)每天擦洗，確保整潔- Cashier counter must be cleaned every day to keep it clean.-- 收銀臺(tái)上物品放置須整潔有序，不得亂堆亂放。- Items on the cashier counter must be clean and orderly, and may not be discarded or piled up randomly.7. 垃圾箱內(nèi)垃圾不得超過(guò)8分滿(mǎn)，早晚班各自清理垃圾并倒掉，垃圾不能過(guò)3/4處或發(fā)出異味7. Garbage bins must be vacated within not more than eight minutes after it is full; the cashier desk must be cleaned up and the garbage must be dumped by the cashier on shift; the garbage items must not be over three or four in number and no foreign flavor is allowed8. 照明設(shè)備8. Lighting equipment店長(zhǎng)或當(dāng)班顧問(wèn)下班前須仔細(xì)檢查照明開(kāi)關(guān)，尤其是外打燈（燈源），不要忘關(guān)。The store manager or the guide on shift must check the lights and switches carefully before closing of the day, especially, turn off the outside lights (light sources).9. 電源9. Power supply-- 店內(nèi)任何員工都要知道總電源開(kāi)關(guān)之所在位置，出現(xiàn)意外情況先關(guān)掉總電源。- Any employee in store must know the location of the main power switch, and switch off the main power first in case of an emergency.-- 總電源應(yīng)經(jīng)常注意查看維護(hù)，防止出現(xiàn)意外- The main power should be maintained frequently to prevent accidents10. 電話(huà)10. Telephone-- 電話(huà)為公司與店鋪聯(lián)絡(luò)的重要通訊工具，話(huà)鈴聲響起3聲內(nèi)有人接聽(tīng)- Telephone is an important tool for communication between the Company and the store, and must be answered immediately within three rings-- 店長(zhǎng)應(yīng)注意店鋪的電話(huà)管理，標(biāo)準(zhǔn)用語(yǔ)“您好，Slumberland××店！”- The manager should pay attention to the management of the telephone of the Store, and use the standard term "Hello, this is the Slumberland * * store!"-- 店里任何人員嚴(yán)禁撥打私人電話(huà)，電話(huà)費(fèi)會(huì)嚴(yán)格按總部標(biāo)準(zhǔn)執(zhí)行，超過(guò)部分須店鋪?zhàn)孕谐袚?dān)- Use of the telephone by anyone in the store for private calls is strictly prohibited, the telephone fee will be in strict accordance with the headquarters standards, and the excessive costs shall be borne by the store itself.11. 其他11. Other-- 有獨(dú)立空調(diào)設(shè)置的門(mén)店建議室內(nèi)溫度以26度為宜- It is recommended that store with independent air conditioning sets should keep the indoor temperature below 26 degrees.-- 注意店鋪用電負(fù)荷- Pay attention to electricity load of the store請(qǐng)保持商鋪的干凈和整潔是店長(zhǎng)日常管理中一些很重要的內(nèi)容，除早晚、交接班集中做衛(wèi)生外，店長(zhǎng)要依據(jù)店鋪的實(shí)際情況，對(duì)店鋪衛(wèi)生做隨時(shí)的監(jiān)控，店鋪員工應(yīng)養(yǎng)成隨手清潔的良好習(xí)慣It is a very important content of daily management work of the store manager to keep the store clean and tidy. Besides the overall cleaning at the time of shift handover in the morning and evening, the store manager must monitor the cleaning of the store at any time, and the employees of the store shall form the good habit of cleaning at any time.三、注意要點(diǎn)：III. Focuses:1. 店鋪衛(wèi)生的打掃早晚各一次{早：早上開(kāi)門(mén)前10分鐘；晚打烊前15分鐘}，每周一次大掃除，或由店長(zhǎng)安排區(qū)域，店長(zhǎng)和當(dāng)班值日員做好檢查，并做好交接工作1. The store must be cleaned once in the morning and evening (10 minutes before opening for business in the morning; and 15 minutes before closing), cleaned thoroughly once a week, or the store manager should assign for the region to be cleaned by each employee, and the store manager the employee on shift should check and hand over.2. 營(yíng)業(yè)期間作好維護(hù)和檢查工作，以保持店內(nèi)的整潔度； 平時(shí)維護(hù)：重點(diǎn)在于養(yǎng)成一個(gè)良好的習(xí)慣，保持干凈的衛(wèi)生環(huán)境；做到地面整潔、無(wú)污漬。 經(jīng)常檢查陳列商品的衛(wèi)生情況，及時(shí)進(jìn)行更換和清洗（特別是腳墊）；2. Properly maintain and check the cleaning during business hours to maintain the store clean. Daily maintenance: the key is to develop a good habit to keep the store clean and keep the floor clean and free of stains. Check the cleaning of the goods on display frequently, and replace and clean in a timely manner (especially foot pads);2.3PG銷(xiāo)售顧問(wèn)主要工作職責(zé)回顧與總結(jié)2.3 Review and Summary of the Primary Responsibilities of the purchase guides一、PG銷(xiāo)售顧問(wèn)工作職責(zé)可以用四個(gè)字概括：賣(mài)、理、記、集I. The responsibilities of the purchase guides can be summed up in four words: sales, arrangement, records, and collection-- 賣(mài)：銷(xiāo)售產(chǎn)品，向顧客提供完善的產(chǎn)品解決方案，執(zhí)行銷(xiāo)售和促銷(xiāo)活動(dòng)- Sales: To sell the products, provide customers with complete product solutions, and execute marketing and promotional event-- 理：整理貨架- Arrangement: To arrange the shelves-- 記：記錄銷(xiāo)售報(bào)表、配件報(bào)表- Records: To record sales reports, accessories reports-- 集：收集，慕思，舒達(dá)等競(jìng)爭(zhēng)（與斯林百蘭形成競(jìng)爭(zhēng)對(duì)手的當(dāng)?shù)刂髁髌放疲⿲?duì)手信息- Collection: To collect information on competitors (local mainstream brands competing with Slumberland), such as de RUCCI, Serta, etc.1、 職責(zé) 衡量標(biāo)準(zhǔn)賣(mài) 1．實(shí)現(xiàn)每月銷(xiāo)量目標(biāo)。 商店銷(xiāo)量報(bào)表2．向顧客提供完善的產(chǎn)品使用方案，引導(dǎo)顧客搭配購(gòu)買(mǎi)。 巡店執(zhí)行落實(shí)檢查表3．完成銷(xiāo)售指標(biāo)，向顧客傳達(dá)準(zhǔn)確的產(chǎn)品及促銷(xiāo)信息。 巡店執(zhí)行落實(shí)檢查表理 4．貨架外陳列日常維護(hù)，貨品擺放整潔；通知相關(guān)人員管理貨架庫(kù)存。 巡店執(zhí)行落實(shí)檢查表記 5．準(zhǔn)確記錄各種報(bào)表。 每日商店檢查表，召開(kāi)例會(huì)6．贈(zèng)品及促銷(xiāo)用品管理。 每日商店檢查表，贈(zèng)品報(bào)表集 7．收集并匯報(bào)競(jìng)爭(zhēng)對(duì)手信息。 每日商店檢查表，召開(kāi)例會(huì)8．維持商店良好的合作關(guān)系。 每日商店檢查表2、 Responsibilities Standard of AssessmentSales 1. To achieve monthly sales target. Store Sales Report2. To provide customers with perfect product usage solutions, and guide customers in collocation and purchase. Store Implementation Patrol Checklist3. To achieve sales target and communicate accurate product and promotional information to customers. Store Implementation Patrol ChecklistArrangement 4. Maintain the off-shelf display to keep them arranged neatly and in good order; require the relevant persons to manage shelf inventory. Store Implementation Patrol ChecklistRecords 5. To record various reports accurately. Daily Store Checklist, regular meetings6. To manage the gifts and promotional products. Daily Store Checklist, Gifts StatementsCollection 7. To collect and report competitor information. Daily Store Checklist, regular meetings8. To maintain cooperative relations favorable to the store. Daily Store Checklist2.4 PG銷(xiāo)售顧問(wèn)的工作制度2.4 Rules for Purchase Guides:1.2. 店銷(xiāo)售顧問(wèn)必須按時(shí)到崗，不得遲到早退。店銷(xiāo)售顧問(wèn)需提前15分鐘到崗做交接，務(wù)必核實(shí)所有貨品和賬目3. Purchase guides of the store shall:Arrive at post as scheduled, shall not be late or leave early. Purchase guides of the store shall arrive at post fifteen (15) minutes in advance for hand over, and must verify all goods and accounts4.5. 上崗前需作好所有準(zhǔn)備工作，如個(gè)人清潔、化妝、穿戴工服及胸牌、用品的清潔，整理及添置工作6. Make all pre-service preparations, such as personal cleanliness, makeup, wearing work clothes and cleaning, finishing and additions, etc., of breast pieces, supplies.7.8. 在工作時(shí)間內(nèi)，門(mén)店銷(xiāo)售顧問(wèn)不準(zhǔn)串崗嬉戲，不應(yīng)無(wú)故離開(kāi)工作崗位，若因急事或其他重要原因，在得到店長(zhǎng)或商場(chǎng)負(fù)責(zé)人的許可后，方可離開(kāi)工作崗位9. Purchase guides of the store shall not visit other posts or dally, and may not shall walk off the job without due cause. In case of an emergency or for other important reasons, they may leave only after permission by the store manager or the person in charge of the Mall.10.11. 熟悉公司產(chǎn)品的功能、性能、特點(diǎn)和賣(mài)點(diǎn)并利用所了解的其它公司產(chǎn)品的特性做襯托來(lái)突出本公司產(chǎn)品的性?xún)r(jià)比12. Be familiar with the functions, performance, features and attractions of the Company's products of the and highlight performance-price ratio of the Company's products with the features of the products of other companies13.14. 在工作時(shí)間內(nèi)，店內(nèi)顧問(wèn)不許做任何與工作無(wú)關(guān)，干擾工作秩序的事情。比如看報(bào)，玩手機(jī)游戲等15. During working hours, the sales consultants may not do anything which is not related to work or may interfere with the order at work, such as reading newspaper, playing mobile games, etc.16.17. PG銷(xiāo)售顧問(wèn)只可以按公司定價(jià)銷(xiāo)售產(chǎn)品，嚴(yán)禁以低于商場(chǎng)定價(jià)為他人代購(gòu)產(chǎn)品，不允許銷(xiāo)售任何促銷(xiāo)品，試用品，獎(jiǎng)勵(lì)產(chǎn)品18. Purchase guides can only sell products according to the Company's pricing, may not purchase the Company's products at prices lower than the standards of the Mall on behalf of any other, and may not sell any promotional items, tryouts, or reward products.19.20. 例會(huì)：每周一次例會(huì)，總結(jié)上周情況，匯總周報(bào)表，產(chǎn)品培訓(xùn)及下周工作安排21. Regular meetings: A meeting must be held once a week to summarize the work of the last week, complete weekly reports, arrange for product training and product training and work of next week22.23. 保守商業(yè)機(jī)密：未經(jīng)許可，禁止向第三方透露促銷(xiāo)計(jì)劃及生意數(shù)據(jù)，遇到巡店人員或自稱(chēng)是本公司員工者詢(xún)問(wèn)生意相關(guān)信息，經(jīng)詢(xún)問(wèn)者出示有效證件后，方可回答24. Trade secrets: Consultants may not disclose, without permission, promotional programs or business data to any third party, and may answer any question related to any business raised by any patroller or anyone who claims to be an employee of the Company after such patroller or claimed employee has presented his/her valid certificate.25.26. 競(jìng)爭(zhēng)品牌沖突：禁止詆毀同類(lèi)產(chǎn)品，避免和回避談?wù)摶蛱峒巴?lèi)產(chǎn)品品牌27. Conflicts with competitors' brands: Consultants may not slander products of the same kind, and shall avoid and evade talking about or referring to similar products or brands28.29. PG銷(xiāo)售顧問(wèn)請(qǐng)假應(yīng)事先申請(qǐng)并得到店長(zhǎng)或公司主管的批準(zhǔn)后方可生效。如休員工假應(yīng)提前7天向公司人事申請(qǐng)并得到批準(zhǔn)；如請(qǐng)病假應(yīng)出示醫(yī)生簽發(fā)的病假建議書(shū)經(jīng)公司批準(zhǔn)后生效（急診可事后補(bǔ)假）；如請(qǐng)事假須經(jīng)督導(dǎo)批準(zhǔn)并自行落實(shí)好替班人員后方可生效；如因某些特殊情況，無(wú)法事先得到批準(zhǔn)，應(yīng)盡早向公司解釋并履行補(bǔ)假手續(xù)30. purchase guides shall ask for permission first before leave of absence and the application may become effective after approval by the store manager or the Company Manager. Employees' leave shall be subject to application and approval by the Personnel Department of the Company seven (7) days in advance. In case of sick leave, the employee shall produce the sick leave proposal issued by the doctor and the sick leave shall become effective upon approval by the Company (or subject to subsequent application in case of emergency treatment); Business leave shall be subject to approval by the Supervisor and arrangement of the next shift by the employee. If the leave cannot be approved in advance in case of special circumstances, the employee shall explain to the Company and perform compensatory leave formalities as soon as possible.2.41促銷(xiāo)流程2.41 Promotional Process促銷(xiāo)前：Before promotion:the store should:-- 公司統(tǒng)一發(fā)布活動(dòng)方案，及時(shí)接受促銷(xiāo)指令和方案，熟知促銷(xiāo)詳細(xì)內(nèi)容- Accept promotional instructions and programs in a timely manner and familiarize with the promotional details after the Company releases the program of the event on a unified basis;-- 制定促銷(xiāo)執(zhí)行步驟，思想動(dòng)員同仁和傳達(dá)促銷(xiāo)計(jì)劃及時(shí)間- Develop promotional steps, mobilize the staff and communicate promotional plans and schedule-- 陳列促銷(xiāo)用具、物料、貨品- Displaying promotional tools, materials and goods-- 聯(lián)系門(mén)店負(fù)責(zé)人，保證促銷(xiāo)活動(dòng)有充足的貨品- Contact person in charge of the store, there are plenty of promotional activities to ensure the goods-- 布置促銷(xiāo)柜/鋪氛圍（臺(tái)卡、單頁(yè)/吊旗、pop海報(bào)等）- Arrange the promotional cabinets/beds to create the shopping atmosphere (desk cards, leaflets/hanging banners, pop posters, etc.)促銷(xiāo)中In promotion-- 互相搭配在銷(xiāo)售過(guò)程中的促銷(xiāo)信息傳遞- Arrange and match the promotional information for sales-- 追蹤活動(dòng)實(shí)施效果，及時(shí)發(fā)現(xiàn)總結(jié)問(wèn)題，靈活調(diào)整促銷(xiāo)售賣(mài)口號(hào)或計(jì)劃- Track the effects of the event conducted, discover and summarize the problems in a timely manner, flexibly adjust promotional and sales slogans or plans-- 追蹤貨品及物料情況并及時(shí)補(bǔ)貨- Track the goods and materials and replenish in a timely manner-- 向上級(jí)主動(dòng)反饋活動(dòng)情況，尋求上級(jí)支持- Actively report event to the superior to seek support促銷(xiāo)后After promotion-- 整理促銷(xiāo)現(xiàn)場(chǎng)，統(tǒng)計(jì)、處理促銷(xiāo)活動(dòng)物料歸整- Arrange promotional site, prepare statistics, and deal with and replace the promotional materials-- 統(tǒng)計(jì)促銷(xiāo)貨品和贈(zèng)品數(shù)量- Count the promotional items and gifts-- 促銷(xiāo)及實(shí)施過(guò)程經(jīng)驗(yàn)總結(jié)，反饋促銷(xiāo)結(jié)果及建議。{由銷(xiāo)售主管牽頭分析絕對(duì)增長(zhǎng)和活動(dòng)占比（金額、客流、成交）廣告效果等}- Summarize the experience in the process of promotion and implementation, feedback promotion results and advice. (The sales supervisor shall be responsible for analysis of the absolute growth the proportion in such event (amount, customer flow, and turnover), advertising effect, etc.)2.42服務(wù)流程2.42 Service Process1、攔截，打招呼1. Welcome and greet customers2、留意顧客需要2. Pay attention to the customer's needs3、介紹貨品3. Introduce goods4、鼓勵(lì)試睡4. Encourage customers to try sleeping on beds5、附加銷(xiāo)售5. Packaged Sales6、安排付款6. Arrange payment7、完成售貨過(guò)程7. Complete the sales process2.5店內(nèi)促銷(xiāo)項(xiàng)目管理流程2.5 In-store Management Process of Promotion Project2.5店內(nèi)促銷(xiāo)項(xiàng)目概述2.5 Overview of In-store Promotion Project 定義： Definition:-- 店內(nèi)促銷(xiāo)指在公司為傳達(dá)品牌/產(chǎn)品信息，影響消費(fèi)者購(gòu)買(mǎi)，提高店內(nèi)銷(xiāo)量而在零售終端進(jìn)行的短期促銷(xiāo)活動(dòng)- In-store promotion refers to short-term promotional event at retail terminals to communicate the information on brand/products of the Company to influence consumers' purchase and improve the sales of the store.A）店內(nèi)促銷(xiāo)的地點(diǎn)A) Locations for in-store promotion 零售賣(mài)場(chǎng)內(nèi) Inside retail stores-- 主貨架- Main shelves-- 堆頭- Product piles 零售賣(mài)場(chǎng)外 Outside retail stores-- 賣(mài)場(chǎng)前庭- Stores vestibular-- 特價(jià)場(chǎng)- Special offer place-- 促銷(xiāo)廣場(chǎng)- Promotion square-- 商場(chǎng)出、入口- Entrances and exits of the MallB）通常店內(nèi)促銷(xiāo)的形式B) usually in the form of in-store promotions-- 買(mǎi)贈(zèng)（免費(fèi)贈(zèng)品、累計(jì)贈(zèng)品、刮刮卡、換購(gòu)等）- Gifts for purchases (free gifts, cumulative gifts, scratch cards, swaps, etc.)-- 降價(jià)/ 折扣- Depreciation/discount-- 優(yōu)惠券- Coupons-- 抽獎(jiǎng)- Lucky draws-- 有獎(jiǎng)問(wèn)答/ 游戲- Quiz/game-- 現(xiàn)場(chǎng)演示/ 表演- Live demonstration/show-- 其它- Other2.6 店內(nèi)促銷(xiāo)項(xiàng)目執(zhí)行流程2.6 Implementation Process of Promotion Project店內(nèi)促銷(xiāo)項(xiàng)目準(zhǔn)備Preparation of the in-store promotion project-- 參加由銷(xiāo)售主管牽頭的促銷(xiāo)項(xiàng)目培訓(xùn)- Participate in the training on promotion project led by the Sales Director-- 了解本次促銷(xiāo)活動(dòng)的主題與執(zhí)行要求- Understand the theme and implementation requirements of this promotional event-- 明確促銷(xiāo)執(zhí)行標(biāo)準(zhǔn)，包括站位、活動(dòng)范圍、標(biāo)準(zhǔn)用語(yǔ)、道具擺放等- Specify the promotional standards, including standing positions, scope of the event, standard language, arrangement of props, etc.-- 了解進(jìn)行本次促銷(xiāo)活動(dòng)可獲得的報(bào)酬及獎(jiǎng)懲規(guī)定- Understand requirements for the rewards obtainable in this promotional event and the punishment場(chǎng)地布置Layout of the Site-- 確定位置：在指定位置，吸引人流，突出、顯眼- Specify positions: Specify the positions which may attractive, prominent and outstanding to the passers-by-- 場(chǎng)景布置：符合項(xiàng)目賣(mài)場(chǎng)管理要求，活動(dòng)主題鮮明，明確傳達(dá)品牌和活動(dòng)信息- Layout of scene: Meeting the requirements for the management of the project of the store, with clear theme of the event, clearly conveying the information on the brand and the event促銷(xiāo)活動(dòng)店內(nèi)執(zhí)行In-store implementation of the promotional event-- 在崗時(shí)間按照工作流程完成各項(xiàng)工作（具體要求請(qǐng)參照銷(xiāo)售顧問(wèn)工作流程）- Achieve all the jobs in shift hours according to the workflow (please refer to workflow of the purchase guides for the specific requirements)-- 確保促銷(xiāo)商品及贈(zèng)品的庫(kù)存與其發(fā)放的登記相符- Ensure that inventory of the promotional items and gifts are consistent with the receiving records-- 正確填寫(xiě)報(bào)表，按時(shí)提交- Fill up the reports properly and submit on time-- 店內(nèi)促銷(xiāo)項(xiàng)目結(jié)束- Conclusion of the in-store promotion project三、斯林百蘭PG定位與職責(zé)說(shuō)明III. PG Positioning of Slumberland and Job Description3.0扎實(shí)的基礎(chǔ)知識(shí)3.0 Rich Knowledge終端銷(xiāo)售顧問(wèn)所需要的知識(shí)，既包括銷(xiāo)售業(yè)中務(wù)所涉及的專(zhuān)業(yè)理論、行業(yè)知識(shí)等。也包括寬泛的市場(chǎng)營(yíng)銷(xiāo)理念、社會(huì)交往中的人際關(guān)系等等。The knowledge necessary for terminal purchase guides includes the professional theories, knowledge of the industry, etc., involving the sales industry, as well as a wide variety of marketing concepts, personal relationship in social interaction, etc.再銷(xiāo)售產(chǎn)品前，先問(wèn)一問(wèn)自己的知識(shí)過(guò)關(guān)了嗎？First ask whether your knowledge is sufficient enough before selling the products.（1）產(chǎn)品知識(shí)（專(zhuān)業(yè)理論）(1) Knowledge of the products (professional theory)優(yōu)秀的銷(xiāo)售人員必定是一個(gè)專(zhuān)家，一個(gè)可以成為客戶(hù)顧問(wèn)的人。只有了解了產(chǎn)品知識(shí)、性能特點(diǎn)，才能向客戶(hù)更準(zhǔn)確地介紹產(chǎn)品。 同時(shí)，你的專(zhuān)業(yè)也讓客戶(hù)更信賴(lài)你。An excellent purchase guide must be an expert, a person who may become an adviser of the customers. Only based on deep understanding of the products can you introduce products to customers more accurately. At the same time, your specialty will also make you more reliable to customers.（2）企業(yè)文化(2) Corporate Culture銷(xiāo)售人員其實(shí)就是企業(yè)的對(duì)外形象大使。要像了解自己家一樣了解企業(yè)，這樣才能讓客戶(hù)感覺(jué)到你對(duì)公司的認(rèn)同，才能讓人感覺(jué)到你的自信，從而相信你的介紹而接受你的產(chǎn)品。In fact, the purchase guides are image ambassadors of enterprises. You must understand your Company just as you know about your family, so the customers will feel that you are recognized by the Company, feel your self-confidence, and believe your introduction and accept your products.另外，終端銷(xiāo)售業(yè)務(wù)是斯林百蘭公司整體價(jià)值鏈的一個(gè)環(huán)節(jié)，在工作中，我們銷(xiāo)售顧問(wèn)是需要其他部門(mén)的配合與支持，那么，對(duì)公司情況的了解，特別是企業(yè)運(yùn)行政策的了解，會(huì)使你更加清楚你能夠?yàn)榭蛻?hù)爭(zhēng)取什么?不能承諾什么?這樣，你在從事銷(xiāo)售工作時(shí)才能更加得心應(yīng)手。In addition, terminal sales business is a link of Slumberland's value chain as a whole. Our purchase guides need assistance and support of other departments in work, so understanding of the Company, especially understanding of the Company's operating policies, will enable you to be more clearly sure about what you can do for, and what you cannot commit to, the customers. So, you will feel handier in sales.（3）行業(yè)知識(shí)(3) Knowledge of the industry客戶(hù)購(gòu)買(mǎi)產(chǎn)品，勢(shì)必要貨比三家。作為優(yōu)秀的銷(xiāo)售顧問(wèn)，必須能夠?yàn)榭蛻?hù)提供很好的行業(yè)知識(shí)參考，在客戶(hù)有需求時(shí)能夠提供自己品牌與競(jìng)爭(zhēng)對(duì)手的產(chǎn)品之間優(yōu)缺點(diǎn)對(duì)比，從而引導(dǎo)客戶(hù)正確消費(fèi)。而這就需要銷(xiāo)售人員擁有豐富的行業(yè)知識(shí)。Customers are surely to compare different products before purchase. An excellent purchase guide must be able to provide customers with very good knowledge of the industry for reference, and provide comparison of the advantages and disadvantages between our own brand and the products of competitors, so as to guide customers to purchase correctly. So it is necessary for purchase guides to have extensive industry knowledge.（4）其他知識(shí)(4) Other knowledge成功的銷(xiāo)售顧問(wèn)能夠與所有目標(biāo)顧客取得共鳴，被客人所接受。PG導(dǎo)購(gòu)需要在平日里不斷累積各類(lèi)知識(shí)，以便應(yīng)付各種各樣的客戶(hù)�？偨Y(jié)如下表Successful purchase guides can sympathize with and be accepted by all the target customers. Purchase guides must continuously accumulate all kinds of knowledge in daily work in order to serve all kinds of customers. Such knowledge is summarized as follows工作的干勁明朗的個(gè)性責(zé)任感敏捷性上進(jìn)心洞察力積極性 充沛的體力勤勉性忍耐性誠(chéng)實(shí)守信良好的記憶力具有愛(ài)心 參與的熱忱謙虛易于親近自信心冷靜不屈精神Work motivationActive personalityConsciousness of responsibilityAgilitySelf-motivationInsightEnthusiasm Abundant physical strengthDiligencePatienceHonesty and trustGood memoryWith love Enthusiastic participationModestyApproachabilitySelf-confidenceCalmnessPerseverance3.1 打動(dòng)人心的第一印象3.1 First Impression to Touched People's Hearts珍惜最初的6秒鐘Cherish the first six seconds年輕人經(jīng)常說(shuō)的，**某和**某是一見(jiàn)鐘情之類(lèi)的話(huà)，所謂的一見(jiàn)鐘情，就是兩人初次見(jiàn)面，在大概6秒鐘內(nèi)就能對(duì)比做出評(píng)價(jià)。這種印象主要來(lái)自于人的眼睛，而無(wú)需通過(guò)語(yǔ)言。Young people often say, ** and ** was love at first sight. The first sight is actually the first impression when two persons meet and will form an evaluation in about 6 seconds. Such an impression is primarily from human eyes without having to use language.在此意義上說(shuō)，你有6秒鐘的時(shí)間來(lái)給顧客創(chuàng)造良好的第一印象。所以，作為銷(xiāo)售顧問(wèn)的您要格外珍惜這最初的6秒鐘。在這6秒鐘里，請(qǐng)你學(xué)會(huì)用眼睛說(shuō)話(huà)。人們常說(shuō)：“眼睛是心靈的窗戶(hù)。”這是再恰當(dāng)不過(guò)的比喻。有時(shí)，有聲語(yǔ)言無(wú)法表述出來(lái)的內(nèi)心世界，也能從人的眼睛里顯示出來(lái)。難怪有人說(shuō)：“眼睛是表現(xiàn)人的內(nèi)心情感的最直接、最真切、最豐富的器官。”的確，不論是喜怒哀樂(lè)，還是悲恐驚懼，都能用眼神來(lái)表達(dá)，有的心理學(xué)家還得出這樣的結(jié)論：人的視線活動(dòng)概括了70%的態(tài)勢(shì)語(yǔ)言表達(dá)領(lǐng)域。In this sense, you have six seconds to create a good first impression to the customer. So, you should especially cherish the first six seconds as a purchase guide. Please learn to speak with your eyes in the six seconds. People often say: "The eyes are the windows of the soul." This is a very appropriate metaphor. Sometimes, the inner world which spoken language can't fully express will be shown from the people's eyes. It is no wonder that people say: "The eyes are the human organs which can manifest people's inner feelings most directly, most accurately and most abundantly." Indeed, all your joys, anger, sorrows, grief, fears, surprises, and dreads, can be expressed with your eyes. Some psychologists have come to the conclusion that human vision covers 70% of the scope of expression of body language.目光不僅在態(tài)勢(shì)語(yǔ)言中處于首要地位，在行銷(xiāo)活動(dòng)中也具有非常重要的作用。因?yàn)樵诮煌校藗兿嗷ソ佑|，多數(shù)是處于對(duì)視狀態(tài)的。這就給彼此提供了通用眼神了解對(duì)方的機(jī)會(huì)。你可以通過(guò)目光了解顧客的思想情緒和真實(shí)的意圖，你還可以用自身的目光傳遞你所要表達(dá)的信息Eyes are not only the most important in body language, but also play a very important role in sales activities. As people are mostly looking at the other's eyes in social interaction. This provides an opportunity to understand each other through the expression in eyes. You may understand emotions and thoughts and true intentions of the customer through the eyes, and you may also communicate the information you would like to express with your own eyes.想要推銷(xiāo)產(chǎn)品，必須要先推銷(xiāo)自己。只有把自己成功得推銷(xiāo)給客戶(hù)，客戶(hù)才會(huì)考慮你的產(chǎn)品。銷(xiāo)售人員給客戶(hù)的第一印象往往是根深蒂固的，所以一定要力爭(zhēng)給客戶(hù)良好的第一印象，為今后展開(kāi)銷(xiāo)售工作打下良好基礎(chǔ)。You must promote yourself first if you want to sell products. The customer will consider buying your product only after you have successfully promoted yourself to the customer. The Customer's first impression of the purchase guide is often deep-rooted, so you must try to give the customer a good first impression, which will lay a good foundation for future sales.PG銷(xiāo)售顧問(wèn)在于客戶(hù)初次見(jiàn)面時(shí)，需注意以下幾點(diǎn)：At the first contact with a customer, a purchase guide must pay attention to the following:（1）服飾。干凈整潔是銷(xiāo)售人員著裝的基本要求，同時(shí)也要符合企業(yè)形象。(1) Dress Being clean and tidy is a basic requirement for the dress of the purchase guides, and are also manifestation of the corporate image.（2）言行舉止。銷(xiāo)售顧問(wèn)的態(tài)度要彬彬有禮，說(shuō)話(huà)要謙遜。這樣你的客戶(hù)會(huì)覺(jué)得你是一個(gè)有修養(yǎng)的人，愿意與你交往下去。同時(shí)，要注意避免語(yǔ)速過(guò)快、小動(dòng)作、說(shuō)大話(huà)等情況。(2) Language and behavior As a purchase guide, you must treat others politely and speak with humility. So your customers will think that you are a person of good manners and are willing to continue to contact with you. At the same time, you should be careful to avoid speaking too fast, nudging, and bragging, etc.（3）禮節(jié)。熱情、真誠(chéng)、謙虛、自信，這是銷(xiāo)售人員要注意的基本禮節(jié)。(3) Courtesy Warmth, sincerity, modesty, and self-confidence, are the basic etiquettes the purchase guides should pay attention to.行為舉止：Behavior:古人說(shuō)“站如松，坐如鐘，走如風(fēng)”，就是要告訴我們一個(gè)人的舉止能給人留下一個(gè)深刻的印象，同時(shí)指出了良好行為舉止的標(biāo)準(zhǔn)。As an ancient saying goes: "Stand straight like a pine, still stably like a bell, and walk lightly like wind". This requires that our behavior must leave a deep impression on others and provides a good standard for our behavior. 站 StandPG在咨詢(xún)時(shí)，應(yīng)抬頭挺胸，身體成一直線。雙手自然下垂或交叉放于身前。精神飽滿(mǎn)，充滿(mǎn)熱情，主動(dòng)與顧客打招呼，以45度角接近顧客。在征得顧客同意后，自信、準(zhǔn)確地為其介紹商品，注意保持0.8—1.2米的距離。As a PG, you should raise your head and stand straightly with your entire body in a straight line. Both hands should drop down naturally or cross in the front. Greet the customer voluntarily with enthusiasm and full of passion, and approach the customer from a 45-degree angle. With the consent of the Customer, introduce the goods to the Customer accurately and with self-confidence, and keep a distance of 0.8-1.2m.在沒(méi)有顧客時(shí)，仍應(yīng)保持良好的姿態(tài)，不能斜靠在展柜上，或扭曲，不成一條直線。Even when there are no customers, you should still maintain good posture, and avoid leaning on the showcase or being distorted. 說(shuō)（用語(yǔ)） Speak (Language)PG咨詢(xún)時(shí)態(tài)度熱情，口齒伶俐，語(yǔ)調(diào)清晰溫和。認(rèn)真聽(tīng)懂顧客的詢(xún)問(wèn)，針對(duì)顧客詢(xún)問(wèn)進(jìn)行詳細(xì)咨詢(xún)，不要勉強(qiáng)顧客，為之介紹。請(qǐng)勿與現(xiàn)場(chǎng)的親朋好友進(jìn)行交談，以免影響銷(xiāo)售工作。As a purchase guide, you must provide consultations warmly, and speak clearly, gently and fluently. Listen carefully to understand the customer's inquiries, provide detailed response to the customer's inquiries, and don't introduce or recommend contrary to the Customer's willingness. Do not talk with relatives or friends at the site so as not to avoid any influence on sales.和顧客交談，應(yīng)使用敬語(yǔ)，語(yǔ)言和藹，禁止使用商業(yè)忌語(yǔ)。Use honorific language amiably when talking to customers. And use of any commercial taboos is prohibited. 問(wèn)候語(yǔ)：“您好，歡迎光臨/您好，歡迎來(lái)到斯林百蘭。” Greetings: "Hello, Welcome / Hello, welcome to Slumberland." 回答顧客要求時(shí)：“好的。” Response to the Customer's requirements: "Yes."需要顧客等待時(shí)：“請(qǐng)稍侯。“Requesting the customer to wait: "Please wait for a moment."不能滿(mǎn)足顧客要求或回答抱怨時(shí)：“對(duì)不起，/很抱歉……”When unable to satisfy requirements of the Customer or respond to a complaint: "I'm sorry, /very sorry..."讓顧客等候時(shí)：“讓您久等了。”Coming back to a waiting customer: "Sorry to have kept you waiting."顧客購(gòu)買(mǎi)商品后：“謝謝您購(gòu)買(mǎi)我們的產(chǎn)品。如果您在使用中有什么問(wèn)題，請(qǐng)您隨時(shí)撥打我們的服務(wù)熱線電話(huà)。”After purchase of the Customer: "Thank you for buying our products. If you have any questions in use, please feel free to call our service hotline at any time." 視線 Sight一般談話(huà)時(shí)，將視線停留在對(duì)方的整個(gè)面部或嘴附近較好。In a conversation, it is recommended that your sight should stay in the entire face or near the mouth of the other's. 下巴 ChinPG與顧客交談時(shí)，下巴應(yīng)平行、平視對(duì)方，這時(shí)候看起來(lái)最親切自然。When talking with customers, a PG should keep his/her chin parallel to the other's, look at the other with the eyes level, which will make you look most amiable and natural. 表情 Facial expressions表現(xiàn)出自然柔和的微笑，不要強(qiáng)作笑臉。Show a natural gentle smile, don't force a smile. 接電話(huà) Answer the phone1. 電話(huà)接通，要禮貌主動(dòng)地介紹自己。如：您好！斯林百蘭**店，***！。1. When the call is connected, introduce yourself politely and actively.For example: Hello! Slumberland * * store, ** ***!2. 詢(xún)問(wèn)對(duì)方打電話(huà)之目的時(shí)，要用婉轉(zhuǎn)的語(yǔ)氣，禮貌的語(yǔ)言。如：請(qǐng)問(wèn)您有什么事需要幫助？請(qǐng)問(wèn)找哪位？2. When asking about the purpose of caller, speak with melodious tone and use polite language. For example: What can I do to help you, please? Who do you want to talk to, please?3. 要弄清對(duì)方意圖，才可以告訴對(duì)方要找的人的聯(lián)系方式，必要時(shí)記下對(duì)方的聯(lián)系方式。3. You may provide the contact information the caller is looking for only after you have figured out his/her intention, and write down the caller's contact information if necessary.4. 當(dāng)對(duì)方有話(huà)別之意時(shí)，方可順勢(shì)結(jié)束談話(huà)并做話(huà)別語(yǔ)“再見(jiàn)”等。4. When the caller intends to say goodbye, end the conversation immediately with farewell words, such as "Goodbye", and so on. 打電話(huà) Make a phone call禮貌用語(yǔ)，表明自己的意圖。如：“您好！麻煩您幫我找一下***？您好！請(qǐng)問(wèn)……？”Use polite words and expressions to express your intentions. For example: "Hello! Can I speak to * * *, please? Hello! Could you...? "你要找的人不在，接電話(huà)者答應(yīng)給你找，你應(yīng)表示非常感謝。When the person you want to speak to is not accessible and answerer promises to help you find him/her, you should express your gratitude.若對(duì)方暫時(shí)脫不開(kāi)身，你也要表示謝意。If the answerer is too busy to help you, you should also express your gratitude.你有重要之事，需要留下自己的聯(lián)系方式及姓名，要用婉轉(zhuǎn)的語(yǔ)氣告訴對(duì)方。如：“我有一件事拜托你幫忙一下？”If you have anything important, you should inform the answerer of your contact information and name tactfully in a mellowed tone. For example: "Could you please do me a little favor?"語(yǔ)調(diào)要溫和，語(yǔ)氣要平穩(wěn)。打電話(huà)時(shí)學(xué)會(huì)使用使人愉快 電話(huà)禮貌用語(yǔ)。Talk gently and smoothly. Learn to use polite words and expressions to please the answer.打電話(huà)時(shí)交待時(shí)間、地點(diǎn)、姓名要準(zhǔn)確。Provide the exact information, such as time, place, name, etc., when necessary, when making a call.接電話(huà)時(shí)，要控制好順序與持續(xù)時(shí)間。Control the sequence and duration when answering the phone.打電話(huà)要注意環(huán)境和語(yǔ)氣。Pay attention to the environment and tone when calling. 打招呼 Greet顧客進(jìn)入店鋪時(shí)第一位與顧客接觸的顧問(wèn)必須用親切的口語(yǔ)講：“歡迎光臨斯林百蘭”！When a customer enters the store, the first guide in contact with the customer must greet him/her kindly, "Welcome to Slumberland"!其次接觸的所有店鋪顧問(wèn)使用除此之外的所有親切的歡迎方式歡迎顧客，如：當(dāng)顧客距離自己較近且正面相向時(shí)，目光接觸，親切的微笑：“您好！隨意看一下！”“您好！有什么可以幫到您的！” 或以點(diǎn)頭微笑的方式“下午好”！In addition to the above, the second guide in contact must welcome the customer with all amiable greetings. For example, When the customer is very close in front of you, greet him/her with an eye contact and a cordial smile: "hello! Please feel free to take a look!" "Hello! How can I help you! " Or nod and smile, and say "Good afternoon"!當(dāng)您正在接待顧客，有其他顧客挑選商品時(shí)，應(yīng)當(dāng)說(shuō)：“您好！有需要請(qǐng)叫我。”When you are serving a customer and meets with another customer who is choosing a product, say "Hello! Please tell me if you need help."目光接觸，面部表情自然，微笑（露出八顆牙齒為宜）。Greet the customer with an eye contact and a natural facial expression and smile (with eight teeth seen). 不要認(rèn)為門(mén)店導(dǎo)購(gòu)很容易 Do not think it is easy to be a purchase guide 導(dǎo)購(gòu)是一門(mén)很深?yuàn)W的學(xué)問(wèn) Being a purchase guide is very challenging 要成為優(yōu)秀終端銷(xiāo)售顧問(wèn)，必須經(jīng)過(guò)長(zhǎng)期的專(zhuān)業(yè)訓(xùn)練 You may become an excellent terminal purchase guide only after a long period of professional training 銷(xiāo)售顧問(wèn)必須是一個(gè)全才，要敏捷、勤快、積極向上 A purchase guide shall be a versatile person, and must be agile, hard-working, positive and aggressive《討論》"Discussion"故事—拉弟埃的成功之道The story - the success of Egypt's road to pull brother貝爾那.拉弟埃是“空中汽車(chē)”收音機(jī)制造公司的著名推銷(xiāo)專(zhuān)家，當(dāng)他被推薦到“空中汽車(chē)”公司中，他面臨的第一項(xiàng)挑戰(zhàn)就是向印度推銷(xiāo)汽車(chē)。這是件棘手的任務(wù)，因?yàn)檫@筆交易已由印度政府初審，未被批準(zhǔn)，能否重新尋找成功的機(jī)會(huì)，全是特派員的談判本領(lǐng)了。Bernard Lathière, former general manager of "Airbus", was a famous marketing expert. When he was recommended to "Airbus", the first challenge he was facing was to sell cars in India. This was a tough task, as the deal was not approved by India Government after the first examination. Whether there was a chance of success would be dependent on the negotiating skills of the special agent.作為特派員，拉弟埃深知肩上的重任，他稍做準(zhǔn)備就飛赴新德里。接待他的是印航主席拉爾少將。拉弟埃到印度后，對(duì)他的談判對(duì)手講的第一句話(huà)是：“正因?yàn)槟�，使我有機(jī)會(huì)在我生日這一天又回到了我的出生地。”這是一句非常得體的開(kāi)頭語(yǔ)，它簡(jiǎn)明扼要，但內(nèi)涵卻極為豐富。它表達(dá)了好幾層意思：感謝主人慷慨賜與的機(jī)會(huì)，讓他在自己生日這個(gè)值得紀(jì)念的日子來(lái)到貴國(guó)，而且富有意義的是：貴國(guó)是他的出生地。這個(gè)開(kāi)場(chǎng)白拉近了拉弟埃與拉爾少將的距離。As a special agent, Bernard Lathière was aware of the heavy responsibility on his shoulders, and flew to New Delhi after brief preparations. He was greeted by Major General Rall, then President of Air India. After arriving in India, the first words Lathière said to his opponents were: "Because of you, I had the opportunity on my birthday and came back to where I was born." These opening words were very decent and concise, but had very rich connotation. These words expressed several different meanings: Thanks to the host for his generosity of providing an opportunity for him to come to India on his birthday, which was a memorable day; And India was his birthplace. The opening pulled Lathière closer to Major General Rall.不用說(shuō)，接弟埃的印度之行取得了成功。Needless to say, Lathière's trip to India was successful.拉弟�？恐鴭故斓男袖N(xiāo)技巧，為“空中汽車(chē)”公司創(chuàng)下了輝煌的業(yè)績(jī)：僅在1979年，他就創(chuàng)記錄地推銷(xiāo)出230架飛機(jī)，價(jià)值420億法郎。With adept marketing skills, Lathière created brilliant achievements for "Airbus": In 1979 alone, he made a sales record of 230 aircrafts, valued at 42 billion francs.Q：除了應(yīng)該有的儀表儀容，你會(huì)“說(shuō)話(huà)”嗎？小故事給你的啟迪是什么？Q: Do you know how to "speak", in addition to proper appearance and looks? What can you learn from the story?3.2儀表儀容3.2 Appearance and Looks儀表儀容Appearance and Looks一、二、 服裝儀容三、 Clothing女生服裝儀容Female Clothing男生標(biāo)準(zhǔn)服裝儀容Standard male clothing《討論》"Discussion"顧客來(lái)商場(chǎng)，無(wú)論其目的是購(gòu)物、參觀、比較還是閑逛，他想得到的東西有哪些（包括有形商品和無(wú)形商品），哪些東西能讓他得到滿(mǎn)足感。請(qǐng)?zhí)顚?xiě)下表，如果是有形商品，請(qǐng)?jiān)?ldquo;有形商品”欄內(nèi)打You must understand the purposes of the customers in the Mall, whether for shopping, visiting, comparison or strolling, and what they want (including tangible and intangible goods), and what can satisfy them. Please fill out the form below, and tick "√" if it is a tangible item. 1、顧客要什么？ 有形商品 無(wú)形商品？1. What does the customer want? Tangible goods? □Intangible goods? □2、對(duì)于顧客想得到的東西而我們做到的，請(qǐng)你寫(xiě)下列改善措施？2. For what customers want and we have satisfied, please provide the improvement measures in the space below?3、我們沒(méi)有做到的 沒(méi)做到的原因 具體改善措施？3. What we failed to do Reasons for our failure Specific improvement measures?3.3 店內(nèi)形象3.3 Store image給顧客營(yíng)造一個(gè)美麗干凈的售點(diǎn)環(huán)境，那么就已經(jīng)跨出了成功的一大步。售點(diǎn)是個(gè)大舞臺(tái)，而你就是舞臺(tái)的導(dǎo)演，展柜該怎么化妝，POP物料怎么擺放，怎樣才能讓樣機(jī)光芒四射，吸引視線，一切都由你作主!Create a beautiful and clean sales environment for the Customers, so you will have taken major step toward success. The store is a big stage, and you are the stage director, and everything is up to you to decide, how to decorate the showcase, how to display the POP materials, how to make the samples shining and attractive, etc.一、售點(diǎn)小常識(shí)：I. Information about terminal stores:1、何為終端？1. What is a terminal?終端是我司產(chǎn)品直接面對(duì)消費(fèi)者進(jìn)行銷(xiāo)售的零售店。終端是消費(fèi)者直接接觸我公司產(chǎn)品的地方，是留下產(chǎn)品印象和作出購(gòu)買(mǎi)決定的重要場(chǎng)所。終端通過(guò)零售完成我公司產(chǎn)品從流通領(lǐng)域進(jìn)入消費(fèi)領(lǐng)域的過(guò)程。Terminal is a retail store in which our Company's products are sold directly to consumers. Terminals are places where consumers are in direct contact with the products of our company, and are important places where impressions of our products are left and purchasing decisions are made. The process of our products from the circulation into consumption realms is achieved at the terminals.2、何為POP？2. What is a POP?POP是化妝品，產(chǎn)品需要它去美上加美。POP is a kind of cosmetics for our Products, which need it to become more beautiful.POP是解說(shuō)員，產(chǎn)品展示外表，POP解構(gòu)內(nèi)在。POP is a commentator, who demonstrates the internal attributes of the exposed appearance of the products.POP是媒婆，是橋梁，為產(chǎn)品傳情，讓消費(fèi)者會(huì)意。POP is also a matchmaker and a bridge, which expresses the internal connotation of the products to consumers.POP是英文Point Of Purchase的縮寫(xiě)，意思是“購(gòu)買(mǎi)指引”，具體是指售點(diǎn)的廣告物品如：海報(bào)、易拉寶、L型展架、掛畫(huà)、臺(tái)牌、折頁(yè)、單頁(yè)、促銷(xiāo)禮品等。POP, acronym of Point of Purchase, which is actually a "purchase guidance", specifically refers to the advertising items of terminal stores, such as posters, roll ups, L-shaped display racks, hanging pictures, table cards, foldings, leaflets, promotional gifts, etc.既然是為了吸引人注意，就應(yīng)選個(gè)醒目處擺放。POP之間錯(cuò)落有致，還要有個(gè)主次，不阻當(dāng)消費(fèi)者觀看樣品，也不能妨礙銷(xiāo)售人員進(jìn)行演示。斯林百蘭為了取得良好的市場(chǎng)宣傳效果，往往在物料設(shè)計(jì)及制作上花費(fèi)大量心力、財(cái)力，但只有你們運(yùn)用合理才能收到預(yù)期效果Since POPs are designed to attract people's attention, you should display them at eye-catching locations. POPs must be well arranged in hierarchical order without affecting the consumers viewing the samples or the purchase guides in sales presentation. Slumberland tends to spend a lot of efforts and financial resources in the design and production of materials in order to achieve a good marketing effect, but the desired effect may be achieved only if you use the POPs in a reasonable manner.二、POP陳列原則：II. Principles of POP display:易見(jiàn)性Easy to see顧客購(gòu)物可不是在進(jìn)行尋寶游戲，當(dāng)然希望能夠一眼就看清楚需購(gòu)買(mǎi)的商品Shoppers are not in a treasure hunt, and naturally hope to be able to see the product they want to buy clearly at a glance.易觸摸Easy to touch單純的視覺(jué)感受當(dāng)然不能滿(mǎn)足顧客的消費(fèi)感官需求，如果能夠把東西拿在手里才會(huì)有進(jìn)一步的體會(huì)。It is no doubt that visual experience alone can't meet the customers' demand of consumption senses, and further experience may be obtained only when you have the real object in hand.易動(dòng)心Easy to touch讓人動(dòng)心的實(shí)在太多，決定購(gòu)買(mǎi)前總是會(huì)有所比較，要最快地找到最易打動(dòng)人心的那一點(diǎn)。There are too many touching things, and comparison will always precedes the buying decision. So we must find the most touching points of our products ASAP.三、生動(dòng)化基本原則III. Basic principles of vitalityV---可見(jiàn)性 visibilityV - Visibility是指產(chǎn)品很容易被消費(fèi)者看得見(jiàn)。通過(guò)尋找更多不同的渠道進(jìn)行產(chǎn)品鋪貨，在每個(gè)渠道盡可能的選擇多個(gè)陳列點(diǎn)進(jìn)行產(chǎn)品陳列，讓顧客有更多的機(jī)會(huì)接觸我們的品牌和產(chǎn)品，這是生動(dòng)化的基礎(chǔ)。Visibility means that the product is easily visible to consumers. The basis of vitality is to provide the Customer with more opportunities to have access to our brands and products by looking for more different channels of product distribution and selecting the most possible display points to display products.I---沖擊力 impactI - Impact是指通過(guò)醒目的陳列位置，較大規(guī)模的陳列面積、新穎的陳列造型、鮮艷的產(chǎn)品色彩等誘因給顧客帶來(lái)生動(dòng)、震撼、與眾不同的印象。This requires us to provide customers with vivid, shocking and unique impressions by eye-catching display positions, larger display area, novel display style, bright colors of products and other incentives.S---穩(wěn)定性 stabilityS - Stability無(wú)論在任何渠道，任何陳列點(diǎn)，使用任何一種陳列工具，都應(yīng)遵守陳列原則進(jìn)行產(chǎn)品陳列，保證陳列效果的穩(wěn)定和統(tǒng)一，建立品牌和產(chǎn)品的形象。Whether through any channel, at any display point, or with any kind of display tool, display of products should comply with the principles of display to ensure the stability and unity of the display effect and establish the brand and product image.A---誘人性 appealA - Appeal要讓消費(fèi)者從心動(dòng)到行動(dòng)，需要有新鮮和完美的產(chǎn)品、誘人的產(chǎn)品價(jià)格，獨(dú)特的陳列架，生動(dòng)的主題陳列、階段性的促銷(xiāo)活動(dòng)等要素的配合。In order to touch the customers and even urge them to buy, we need the assistance of such factors as fresh and perfect products, attractive prices, unique display racks, vivid theme display, step-by-step promotional event and other factors.2) 生動(dòng)化要素2) Vivid elements生動(dòng)化陳列要素的概述Overview of Vivid Display Elements四、終端“5P”陳列法：IV. "5P" display method of terminals:Position--位置Position1)2) 客流量大的地方3) Positions of big customer flow4)5) 顯眼的地方6) Visible positions7)8) 進(jìn)門(mén)最先看見(jiàn)的地方9) The first position to see after entering10)11) 貨柜的最顯眼處12) The most prominent place of container要點(diǎn)：最好的位置給最快銷(xiāo)的產(chǎn)品。Highlights: The best position for the products sold the fastest.Product Range---產(chǎn)品系列Product Range13)14) 要讓消費(fèi)者買(mǎi)，首先要讓他看到15) Allow consumers to see first before buying16)17) 為產(chǎn)品爭(zhēng)取最大的市場(chǎng)覆蓋18) Maximize market coverage of the products19)20) 為產(chǎn)品爭(zhēng)取各種渠道銷(xiāo)售21) Seek various sales channels for products22)23) 為產(chǎn)品爭(zhēng)取更多的“分銷(xiāo)點(diǎn)”24) Seek more "distribution points" for productsProduct Blocking----區(qū)域化Product Blocking25)26) 區(qū)域化能方便購(gòu)買(mǎi)，能使陳列更美觀，區(qū)域化能最大限度的保護(hù)好陳列位置。27) Product blocking can facilitate purchase, make the display more beautiful, and well protect the display positions to the maximum.28)29) 宣傳品和產(chǎn)品的也要有區(qū)域化。30) Product blocking is also required for promotional materials and products.Price----價(jià)格Price31)32) 沒(méi)有人會(huì)買(mǎi)沒(méi)有價(jià)格的產(chǎn)品33) Nobody will buy products without price34)35) 有價(jià)簽并填寫(xiě)清楚36) Provide price tags clearly completed37)38) 價(jià)格一致39) Provide unified pricing40)41) 價(jià)簽與產(chǎn)品對(duì)應(yīng)42) Provide price tags corresponding to ProductsPOP----宣傳品POP - product of promotion43)44) 盡可能多的使用宣傳品45) Use POPs as many as possible46)47) 使用最新的宣傳品48) Use the latest POPs49)50) 使用相應(yīng)型號(hào)的宣傳品51) Use the appropriate types of POPs52)53) 定期更新宣傳品，無(wú)破損，折舊54) Update POPs on a regular basis and ensure that they are free from breakage or depreciation55)56) 有創(chuàng)意的使用宣傳品57) Use POPs creatively《討論》"Discussion"Q1、為什么我們要做店面美陳？？Q1: Why should we display the store artistically?A1 因?yàn)榈昝婷狸愂谴偈瓜M(fèi)者現(xiàn)場(chǎng)購(gòu)買(mǎi)我們產(chǎn)品的重要因素之一A1: As artistic display of the store is one of the important factors to encourage consumers to buy our products on the spot. 好陳列靠錢(qián)買(mǎi) 好銷(xiāo)量靠維護(hù) （20%） Good display needs money, while good sales needs maintain (20%) 好陳列靠搶奪 好銷(xiāo)量靠客情 （80%） Good display needs efforts, while good sales needs customer relationship (80%)店面美陳是銷(xiāo)售的基本保障，市場(chǎng)份額與終端陳列成正比！Artistic display of the store is the basic guarantee of sales, and market share is positively proportional to terminal display!Q2、怎樣規(guī)范產(chǎn)品陳列標(biāo)準(zhǔn)？Q2: how to standardize product display?A2 通過(guò)手冊(cè)和電話(huà)，口頭信息傳達(dá)；通過(guò)照片視覺(jué)認(rèn)知；通過(guò)現(xiàn)場(chǎng)顯示；A2: With manuals, telephones, and verbal messages; through visual cognition with photographs; through live shows;Q3、店方不允許，干涉產(chǎn)品陳列怎么辦？Q3: What should we do if the store management does not allow and even interfere with our display?A3 平時(shí)銷(xiāo)售顧問(wèn)搞好與店方的關(guān)系；推動(dòng)銷(xiāo)售與店方協(xié)商；A3: Maintain a good relationship and promote consultations between the purchase guides and the store management;3.4誠(chéng)信3.4 Honesty在當(dāng)今競(jìng)爭(zhēng)激烈的市場(chǎng)條件下，信譽(yù)已經(jīng)成為競(jìng)爭(zhēng)制勝不可或缺的重要條件。誰(shuí)贏得了信譽(yù)，誰(shuí)就能在市場(chǎng)上立于不敗之地。誰(shuí)損害或葬送了信譽(yù)，誰(shuí)就要被市場(chǎng)所淘汰。In today's competitive market conditions, credibility has become an indispensable and important condition in competition. Whoever wins credibility will remain invincible in the market, and whoever damages or ruin credibility will be eliminated by the market.終端銷(xiāo)售人員怎樣才能表現(xiàn)的真誠(chéng)獲得客戶(hù)的信賴(lài)呢？How can terminal sales guide behave in good faith to obtain the trust of customers?（1）（2） 從小事做起。不要忽略一些微不足道的小事，從每一個(gè)小細(xì)節(jié)都可以表現(xiàn)你的真誠(chéng)，從而告訴客戶(hù)：我是個(gè)誠(chéng)實(shí)的人（3） Carefully do anything petit. Do not ignore some of the trivial things, as every minor detail can show your sincerity and tell the customer: I am an honest person.（4）（5） 不說(shuō)大話(huà)。有些大話(huà)往往讓人心潮澎湃，充滿(mǎn)期待。但等到需要兌現(xiàn)的時(shí)候，你卻做不到。這時(shí)，你的客戶(hù)就開(kāi)始懷疑你的誠(chéng)信度了。凡事說(shuō)到做到，這樣才能長(zhǎng)久的留住客戶(hù)（6） Do not brag. Some boasts tend to make people full of excitement and full of expectations. But you cannot do it when it is time to honor it. At this point, your customers will begin to doubt your integrity. You can maintain a long-term customer relationship only when you can do anything you have promised.（7）（8） 不要為別人說(shuō)謊，也不要讓別人替你說(shuō)謊。有時(shí)候，為了掩蓋一些事實(shí)，你需要為別人說(shuō)慌或是讓別人替你說(shuō)謊。請(qǐng)盡量不要這么做，一旦被你的客戶(hù)知道，哪怕是善意的，也會(huì)失去別人對(duì)你的信任（9） Do not lie for others, and do not let others lie for you. Sometimes, you need to lie for others or let others lie for you in order to conceal some facts. Please try not to do so. Once your customer finds the fact, you will lose trust in you even you are well-intentioned.（10）（11） 敢于承認(rèn)錯(cuò)誤。做一個(gè)率直而誠(chéng)懇的銷(xiāo)售，知錯(cuò)就改，不要害怕承認(rèn)錯(cuò)誤。（12） Be brave to admit mistakes. Be a frank and honest sales guide, correct all the mistakes you have found, and don't be afraid to admit mistakes.3.5自我回顧3.5 Self-Review銷(xiāo)售的利器，成長(zhǎng)的動(dòng)力 反復(fù)演練，勝利全由你把握Sharp weapon for sales and the power to grow Victory is yours after repeated practice很多時(shí)候，你不知道該怎么開(kāi)口說(shuō)第一句話(huà)；On many occasions, you do not know how to say the first word;很多時(shí)候，你發(fā)現(xiàn)無(wú)論怎樣你無(wú)法獲取顧客信任；On many occasions, you find that you cannot obtain customers' trust however you try;很多時(shí)候，你說(shuō)了一大通后，顧客扭身而走；On many occasions, the customer just turns away and leaves after you have said a lot;很多時(shí)候，你不知道如何打動(dòng)顧客；On many occasions, you do not know how to impress customers;很多時(shí)候，面對(duì)顧客的糾紛，你沒(méi)有方向；On many occasions, you don't know what to do in the face of consumer disputes;很多時(shí)候，你覺(jué)得已經(jīng)做得很好，可是銷(xiāo)售業(yè)績(jī)老上不去；Many times, you think that you've done a good job, but your sales performance does not increase;很多時(shí)候……你面對(duì)顧客不知道怎么辦�。。。�！On many occasions... Your do not know what to do faced with customers!!!!!銷(xiāo)售絕不只是簡(jiǎn)單的賣(mài)貨，更多的是與消費(fèi)者心理層面的對(duì)接，任何小小的疏忽，不太規(guī)范的做法，不很成熟的技巧都可能讓你無(wú)功而返，所以銷(xiāo)售是很需要知識(shí)的，只有確定正確方向，不停的學(xué)習(xí)，不斷的累積，在思考中理解，在判斷中成長(zhǎng)，才能掌握正確的銷(xiāo)售技巧，這將讓你的銷(xiāo)售如虎添翼，在以下的文字中找到適合自己的銷(xiāo)售利器，相信你一定可以。Sales doesn't simply mean selling goods, it is more a psychological contact with consumers. Any slight negligence, less standardized practice, or less mature skill, could make you fail. So knowledge of sales is very necessary. Only in the correct direction, with constant learning, continuous accumulation, understanding through thinking, and growing in judgment, can you master the correct sales skills which will make your sales even more powerful. I believe you will be able to find the sales tools most suitable to you from the following.各位作為希丁安（中國(guó)）區(qū)的銷(xiāo)售顧問(wèn)，在終端面對(duì)面地直接與顧客溝通，一舉一動(dòng)、一言一行在顧客眼中就代表著斯林百蘭品牌的形象。你們同時(shí)又是斯林百蘭與消費(fèi)者之間溝通的橋梁，一方面把品牌的有關(guān)信息傳遞給消費(fèi)者，另一方面又將消費(fèi)者的意見(jiàn)、建議和希望等等信息傳達(dá)給企業(yè)，以便企業(yè)更好的服務(wù)于消費(fèi)者。As a regional purchase guide of Hilding Anders (China), you are in communication with customers directly face to face at the terminals, and every of your act and every move and every of your words and sights are representative of Slumberland's brand image. You are also a bridge of communication between Slumberland and consumers. On the one hand, you are passing information about the brand to consumers; on the other hand, you are communicating customers' opinions, suggestions and hope, etc., to the Company, so that the Company will better serve the consumers.在顧客沒(méi)有深入了解產(chǎn)品之前，他對(duì)斯林百蘭的感知直接來(lái)自于你們給他的感覺(jué)和印象，而這就全靠你們了，良好的服務(wù)可以為公司培養(yǎng)大批忠誠(chéng)的顧客和提高品牌知名度，并且培育潛在的市場(chǎng)。要知道，你們的出色表現(xiàn)完全可以促成以下三點(diǎn)：Before a customer has a in-depth understanding of the products, his/her perception of Slumberland is directly from his/her feelings and impressions you gave them, which you are decisive. Good services can provide a large number of loyal customers for the Company, improve its brand awareness, and develop the potential market. You know that your outstanding performance may surely contribute to the following three points:顧客重復(fù)購(gòu)買(mǎi)Customers' repeated purchases顧客相關(guān)購(gòu)買(mǎi)Customers' related purchases顧客推薦購(gòu)Customers' recommended purchases四、斯林百蘭產(chǎn)品了解與須知IV. Understanding of and Information on Slumberland Products4.1斯林百蘭獨(dú)特的彈簧系統(tǒng)4.1 Slumberland's Unique Spring Mechanism科技領(lǐng)先床墊專(zhuān)用彈簧技術(shù)Sophisticated dedicated mattress spring technology “Z”型邊部加強(qiáng)支撐簧。 "Z"-edged reinforcement support spring. 彈簧100%整體熱處理，消除內(nèi)應(yīng)力，彈性持久。 100% heat treated spring with internal stress eliminated and thus lasting elasticity. 其它床墊無(wú)法匹比的彈簧數(shù)量。 Number of springs incomparable by any other mattress. 國(guó)產(chǎn)及進(jìn)口豪華織錦面料，全部經(jīng)防塵螨 處理。不同面料的特性，如抑菌（納米銀）、排濕防污、溫度智慧等，提高床墊的舒適與衛(wèi)生標(biāo)準(zhǔn)。 All domestic and imported luxury brocade fabric through dust and mite processing. Features of different fabric, antibacterial (nano-silver), anti-moisture, anti-fouling, temperature smart, etc., improve the comfort and hygiene standards of mattresses. 絎縫及釘扣工藝，雙墊層及加厚雙墊層舒適豪華外觀。 With advanced quilting and button sewing processes, double-layer mattresses and thickened double-layer mattresses are comfortable and with luxurious appearance. 防火阻燃面料（酒店床墊系列），提高安全標(biāo)準(zhǔn)。 Fire retardant fabric (hotel mattress series) to improve the safety standard. 多層填充材料（耐磨纖維熱熔氈墊、機(jī)制氈墊、高密度海綿及保暖透氣的噴膠棉），新西蘭進(jìn)口羊毛、蠶絲、記憶綿、純?nèi)槟z、馬鬃等，確保床墊的舒適。 Multilayer filler materials (wearable hot melt felt mattress, mechanism felt, high density sponge and warm breathable collodion), wool, silk, memory cotton, pure latex, horse mane, etc., imported New Zealand, ensure the comfort of mattresses.斯林百蘭1989年投放中國(guó)市場(chǎng)。Slumberland was launched in Chinese market in 1989.斯林百蘭PPS連鎖睡姿彈簧系統(tǒng)是獨(dú)特的彈簧系統(tǒng)，經(jīng)專(zhuān)家根據(jù)人體工程學(xué)原理精心設(shè)計(jì)，使用整條連續(xù)不斷的精練鋼線交結(jié)編織而成，平均分散所受重量，彈簧絕不走樣，提供更具連貫性的承托力。Slumberland PPS interlinked posture spring mechanism is a unique spring mechanism, is designed by experts in accordance with ergonomic principles, interwoven with a whole continuous refined steel wire, with the weight evenly distributed, and springs never out of form, provides more coherent load bearing capacity.PPS連鎖睡姿彈簧系統(tǒng)能夠巧妙地依照體重和體形作適當(dāng)伸縮，平穩(wěn)均勻地承托著身體，而且適合任何睡姿，使您充分獲得所需的休息。早在英國(guó)獨(dú)立而公正的實(shí)驗(yàn)證實(shí)斯林百蘭保背健連鎖睡姿彈簧經(jīng)得起重達(dá)100公斤的的碾壓機(jī)碾壓超過(guò)二百萬(wàn)次。The PPS interlinked posture spring mechanism can skillfully stretch appropriately in accordance with weight and body shape of the sleeper, support the body smoothly and evenly, thus suitable for any sleeping posture and providing you with the rest you need. Previous independent and impartial tests in the United Kingdom proved that Slumberland Spinalmate pocketed interlinked posture spring mechanism could bear over two million times of repeated rolling by a 100kg roller.“Slumberland Pocketed Posture 斯林百蘭袋裝睡姿”已于1999年2月28日在中國(guó)國(guó)家商標(biāo)局注冊(cè)，注冊(cè)號(hào)：1250349"Slumberland Pocketed Posture" was registered at the Trademark Office of the State Administration for Industry & Commerce of PPC on February 28, 1999, with the registration number: 1250349.“Slumberland”斯林百蘭”已于1989年9月30在中國(guó)國(guó)家商標(biāo)局注冊(cè)，注冊(cè)號(hào)：362472"Slumberland" was registered at the Trademark Office of the State Administration for Industry & Commerce of PPC on in September 30, 1989, with the registration number: 362472.PPS袋裝連鎖睡姿彈簧系統(tǒng)，采用連鎖睡姿彈簧系統(tǒng)經(jīng)專(zhuān)有技術(shù)精致的封入套袋。線性排列的袋裝連鎖睡姿彈簧系統(tǒng)創(chuàng)造出兩側(cè)獨(dú)立的平穩(wěn)支撐，但是，不同于許多的袋裝彈簧，它還可以提供完整的，從頭到腳對(duì)人體椎骨的服帖承托。就像兩張床在一起，您躺在您的有個(gè)別排列彈簧的床上，個(gè)別排列的彈簧作出不同的反應(yīng)，因此您和您睡伴的睡眠不會(huì)因移動(dòng)震動(dòng)而相互干擾。同時(shí)這個(gè)系統(tǒng)配以豪華的墊層材料，就可以確保得到非凡的身體支撐和安穩(wěn)的睡眠。PPS Pocketed Interlinked Posture Spring Mechanism adopts an exquisite sealed bag with the proprietary technology of interlinked posture spring mechanism. The Pocketed Interlinked Posture Spring Mechanism of linear array is provided with stable and independent supports on both sides, but is different many pocketed springs. It can provide perfect support of the vertebrae, from top to toe.Just like your are lying on your bed with springs of individual arrangement, which react differently so you and your partner on bed will not interfere with each other due to any movement or vibration. Meanwhile this system is equipped with luxury bedding materials to ensure that you get exceptional body support and restful sleep. 斯林百蘭1994年最新技術(shù)。 1994 latest Slumberland technology. 根據(jù)人體工程學(xué)原理設(shè)計(jì)而成。 Designed according to ergonomic principles. 將連鎖睡姿彈簧及袋裝彈簧的優(yōu)點(diǎn)合二為一。 With the advantages of both interlinked posture springs and pocketed springs. 無(wú)彈簧摩擦聲，保證睡眠安寧。 Without gratings of springs, ensuring peaceful sleep.PPS雙層袋裝連鎖睡姿彈簧系統(tǒng)PPS Double-layer Pocketed Interlinked Posture Spring Mechanism雙層袋裝連鎖睡姿彈簧采用PS2400雙層連鎖睡姿彈簧，經(jīng)專(zhuān)有技術(shù)精細(xì)地封入套袋，在1.5m×2.0m床墊中彈簧數(shù)量約3240個(gè)，賦予床墊全面承托。可以確保得到頂級(jí)的身體支撐和完美舒適的睡眠享受。雙層袋裝連鎖睡姿彈簧系統(tǒng)更多的應(yīng)用于高端產(chǎn)品中，例：皇家系列的皇冠、綠寶石等。The double-layer pocketed interlinked posture springs adopt PS2400 double-layer interlinked posture springs, and are carefully sealed in the pocket with proprietary technology. The number of springs in the 1.5m × 2.0m mattress is about 3240, which fully supports the mattress. So they can provide perfect support of the body and ensure perfect and restful joy of sleep. The Double-layer Pocketed Interlinked Posture Spring Mechanism is more used in high-end products, for example: the Crown Royal series, Emerald, etc.4.2斯林百蘭新款18SKU產(chǎn)品特點(diǎn)4.2 Features of the Novel Slumberland 18SKU Products斯林百蘭獨(dú)有的保背健彈簧在正常睡眠時(shí)，我們一個(gè)晚上會(huì)不停更換姿勢(shì)60次以上，而所躺的床墊就顯得十分重要，因?yàn)樗鼤?huì)針對(duì)你每一次的動(dòng)作做出相對(duì)的響應(yīng)。Slumberland's unique back-protective springsIn normal sleep, we will keep changing position for more than 60 times a night. So the mattress is extremely important, as it will react to every of your movements.秘密就在彈簧里The secret lies in the springs斯林百蘭發(fā)明得保背健彈簧，這是專(zhuān)門(mén)為睡眠所設(shè)計(jì)的原創(chuàng)彈簧系統(tǒng)。獨(dú)特的保背健彈簧是一交互鏈接的系統(tǒng)，它們由一線鋼連體彈簧制成，這種技術(shù)能讓所有的彈簧協(xié)調(diào)地同時(shí)運(yùn)作。當(dāng)床承受越多的重量，就會(huì)引起越多的彈簧一同運(yùn)作反應(yīng)。因?yàn)閺椈商峁┝藦念^到腳的支撐。單是一張床里，斯林百蘭就使用了3組保背健彈簧睡眠系統(tǒng) – 2800， 1200 及800 系列。這一系列的產(chǎn)品對(duì)睡眠質(zhì)量提供了非常獨(dú)到且極為優(yōu)異的幫助The Spinalmate spring invented by Slumberland is an original spring mechanism specially designed for sleep. The unique Spinalmate springs form an interlinked mechanism, which is made of a one-string connected springs. This technology allows simultaneous coordinated operation of all springs.When the bed bears more weight, it will cause more springs to react together, as the springs provide support from head to toe. In a bed alone, Slumberland uses three sets of the Spinalmate spring sleep mechanism - 2800, 1200 and 800 series. This series of products provides very unique and extremely help for the quality of sleep.帝冠（皇家至尊系列）Royal Crown (Royal Sovereign Series)PPS2800雙層袋裝連鎖彈簧+迷你袋裝彈簧，更完美分散壓力，提供背部穩(wěn)定舒適全方位的支撐；同時(shí)雙海棉邊框?yàn)樗倪吿峁┳罘�(wěn)固的支撐PPS2800 double pocket bagged chain spring, mini pocketed springs, and perfect pressure dispersion, provides the back with a full range of comfortable support. At the same time, the double sponge frames provides the most solid support for the four sides.最多的純天然材料墊層-羊毛蠶絲乳膠馬鬃，讓床墊更好的呼吸，睡眠也更舒適。獨(dú)特的凝膠記憶棉除了提供無(wú)壓力的支撐外，凝膠微粒還可以調(diào)節(jié)溫獨(dú)，保持最舒適的睡眠體溫The cushion of the most natural materials, wool, silk, latex, and horse mane, make the mattress more breathable and the sleeper more comfortable. The unique gel memory cotton provides stress-free support, and the gel particles can also adjust the temperature to maintain the most comfortable sleeping temperature.比利時(shí)技術(shù)防塵螨面料，手工制作獨(dú)特花型，奢華感覺(jué)The dust mite-proof fabric of Belgian technology have unique handmade patterns and provides a feeling of luxury.傳家寶（皇家至尊系列）Heirloom (Royal Sovereign Series)PPS2800雙層袋裝連鎖彈簧，超凡分散壓力，提供背部穩(wěn)定舒適的支撐；同時(shí)海棉邊框?yàn)樗倪吿峁┓�(wěn)固的支撐The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support. At the same time, the sponge frames provide the four sides with solid support.最多的純天然材料墊層-羊毛蠶絲乳膠馬鬃，讓床墊更好的呼吸，睡眠也更舒適。記憶棉提供無(wú)壓力的平衡支撐，減少不必要的翻身The cushion of the most natural materials, wool, silk, latex, and horse mane, make the mattress more breathable and the sleeper more comfortable. The memory cotton memory cotton provides stress-free balanced support to reduce unnecessary turning over of the body.比利時(shí)技術(shù)防塵螨拉絨面料，手感超舒服The dust mite-proof brushed fabric of Belgian technology provides super comfortable hand feeling.皇家皇冠（皇家珍藏系列）Royal Crown (Royal Collection Series)PPS2800雙層袋裝連鎖彈簧，超凡分散壓力，提供背部穩(wěn)定舒適的支撐；同時(shí)海棉邊框?yàn)樗倪吿峁┓�(wěn)固的支撐。最多的純天然材料墊層-羊毛蠶絲乳膠馬鬃，讓床墊更好的呼吸，睡眠也更舒適The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support. At the same time, the sponge frames provide the four sides with solid support. The cushion of the most natural materials, wool, silk, latex, and horse mane, make the mattress more breathable and the sleeper more comfortable比利時(shí)技術(shù)的益生菌處理技術(shù)可以殺死有害細(xì)菌，培養(yǎng)一個(gè)有益的菌落環(huán)境The Belgian probiotic treatment technology can kill harmful bacteria and cultivate a beneficial environment of colonies比利時(shí)技術(shù)防塵螨復(fù)合提花面料，內(nèi)夾泡泡棉，手感更有飽滿(mǎn)感，同時(shí)有blinkblink的視覺(jué)感受The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety and blinkblink visual experience.皇家金鉆石（皇家珍藏系列）Royal Golden Diamond (Royal Collection Series)袋裝獨(dú)立彈簧，提供背部穩(wěn)定舒適的支撐；同時(shí)海棉邊框?yàn)樗倪吿峁┓�(wěn)固的支撐。純天然材料墊層-羊毛蠶絲乳膠，讓床墊很好的呼吸，睡眠也很舒適The independent pocketed springs provide the back with stable and comfortable support, and the sponge frames provide the four sides with solid support. The cushion of natural materials, wool, silk, and latex, make the mattress breathable and the sleeper comfortable.比利時(shí)技術(shù)防塵螨復(fù)合提花面料，內(nèi)夾泡泡棉，手感更有飽滿(mǎn)感The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety.皇家綠寶石（皇家珍藏系列）Royal Emerald (Royal Collection Series)PPS2800雙層袋裝連鎖彈簧，超凡分散壓力，提供背部穩(wěn)定舒適的支撐The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support.純天然材料墊層-羊毛，羊毛纖維具有良好的吸濕性、保暖性、透氣性、強(qiáng)伸性和回彈性等特點(diǎn)。防靜電海綿消除靜電，體感更舒適The cushion of natural materials, wool and wool fiber, has the features of good moisture absorption, thermal protection, breathability, strong elongation and resiliency, etc. Anti-static sponge eliminates static electricity and makes the body feel more comfortable.比利時(shí)技術(shù)防塵螨復(fù)合提花面料，內(nèi)夾泡泡棉，手感更有飽滿(mǎn)感，同時(shí)有blinkblink的視覺(jué)感受The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety and blinkblink visual experience.皇家紅寶石（皇家珍藏系列）Royal Ruby (Royal Collection Series)PPS2800雙層袋裝連鎖彈簧，超凡分散壓力，提供背部穩(wěn)定舒適的支撐The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support.純天然材料墊層-乳膠，除了提供身體支撐，還能抗菌防霉防敏The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features.比利時(shí)技術(shù)防塵螨復(fù)合提花面料，內(nèi)夾泡泡棉，手感更有飽滿(mǎn)感，同時(shí)有blinkblink的視覺(jué)感受The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety and blinkblink visual experience.皇家藍(lán)寶石（皇家珍藏系列）Royal Sapphire (Royal Collection Series)PPS1200單層袋裝連鎖彈簧，可以分散壓力，提供背部穩(wěn)定舒適的支撐The PPS1200 monolayer pocketed interlinked springs can disperse pressure and provides the back with stable and comfortable support.超柔海綿Super soft sponge比利時(shí)技術(shù)防塵螨面料，具有絲滑手感The dust mite-proof fabric of Belgian technology provides a silky hand feeling溫度智慧II 1600（TEMPSMART SERIES）Temperature Smart II 1600 (TEMPSMART SERIES)PPS1200單層袋裝連鎖彈簧，可以分散壓力，提供背部穩(wěn)定舒適的支撐The PPS1200 monolayer pocketed interlinked springs can disperse pressure and provides the back with stable and comfortable support.獨(dú)特的溫度智慧Outlast面料能自我調(diào)節(jié)溫度，更舒適的睡眠體溫。The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature.純天然材料墊層-馬鬃，透氣去濕Cushion of the natural material horse mane, breathable and dehumidificable疏孔圍邊技術(shù)使床墊自由呼吸，透氣去濕The perforated edge technology enables the mattress freely breathable and dehumidificable溫度智慧II 1200（TEMPSMART SERIES）Temperature Smart II 1200 (TEMPSMART SERIES)PPS800單層袋裝連鎖彈簧，提供背部穩(wěn)定舒適的支撐The PPS800 monolayer pocketed interlinked springs provide the back with stable and comfortable support.獨(dú)特的溫度智慧Outlast面料能自我調(diào)節(jié)溫度，更舒適的睡眠體溫。The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature.純天然材料墊層-馬鬃，透氣去濕Cushion of the natural material horse mane, breathable and dehumidificable溫度智慧I 1600（TEMPSMART SERIES）Temperature Smart I 1600 (TEMPSMART SERIES)PPS1200單層袋裝連鎖彈簧，可以分散壓力，提供背部穩(wěn)定舒適的支撐The PPS1200 monolayer pocketed interlinked springs can disperse pressure and provides the back with stable and comfortable support.獨(dú)特的溫度智慧Outlast面料能自我調(diào)節(jié)溫度，更舒適的睡眠體溫。The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature.純天然材料墊層-乳膠，除了提供身體支撐，還能抗菌防霉防敏The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features.溫度智慧I 1200（TEMPSMART SERIES）Temperature Smart I 1200 (TEMPSMART SERIES)PPS800單層袋裝連鎖彈簧，提供背部穩(wěn)定舒適的支撐The PPS800 monolayer pocketed interlinked springs provide the back with stable and comfortable support.獨(dú)特的溫度智慧Outlast面料能自我調(diào)節(jié)溫度，更舒適的睡眠體溫。The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature.純天然材料墊層-乳膠，除了提供身體支撐，還能抗菌防霉防敏The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features.經(jīng)典呵背（CLASSIC SERIES）Classic Spinalmate (CLASSIC SERIES)瑞士人體工學(xué)專(zhuān)家設(shè)計(jì)的7區(qū)袋裝獨(dú)立彈簧系統(tǒng)為人體提供7大關(guān)鍵區(qū)域的全面支撐。純天然材料墊層-乳膠，除了提供身體支撐，還能抗菌防霉防敏The independent 7-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 7 key areas. The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features.比利時(shí)技術(shù)進(jìn)口3D立體面料，透氣干爽，高回彈，舒緩壓力Belgian technology, imported 3D fabric, breathable, highly resilient, pressure relieving經(jīng)典豪華保背�。–LASSIC SERIES）Classic Luxury Spinalmate (CLASSIC SERIES)瑞士人體工學(xué)專(zhuān)家設(shè)計(jì)的3區(qū)袋裝獨(dú)立彈簧系統(tǒng)為人體提供3大主要區(qū)域的支撐。波浪棉讓床墊更好的透氣The independent 3-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 3 primary areas. The wave cotton makes the mattress more breathable比利時(shí)技術(shù)防塵螨面料超結(jié)實(shí)，耐劃The dust mite-proof fabric of Belgian technology is highly strong and scratch-resistant經(jīng)典超級(jí)保背�。–LASSIC SERIES）Classic Super Spinalmate (CLASSIC SERIES)袋裝獨(dú)立彈簧，提供背部穩(wěn)定舒適的支撐The independent pocketed springs provide the back with stable and comfortable support.超柔海綿，體感更舒適The super soft sponge makes the body feel more comfortable.比利時(shí)技術(shù)防塵螨面料Dust mite-proof fabric of Belgian technology經(jīng)典A-B保背健（CLASSIC SERIES）Classic A-B Spinalmate (CLASSIC SERIES)環(huán)保椰棕防蟲(chóng)，去濕，透氣Environment friendly coconut palm, moth proof, dehumidificable, breathable兩面不同的軟硬度適合不同季節(jié)和不同人群的需求Different hardness at both sides is suitable for different seasons and demands of different populations超柔海綿，體感更舒適The super soft sponge makes the body feel more comfortable.經(jīng)典保背�。–LASSIC SERIES）Classic Spinalmate (CLASSIC SERIES)超柔海綿，體感更舒適。比利時(shí)技術(shù)防塵螨面料The super soft sponge makes the body feel more comfortable.. Dust mite-proof fabric of Belgian technology彩虹橋（Slumberkids）Rainbow Bridge (Slumberkids)瑞士人體工學(xué)專(zhuān)家設(shè)計(jì)的7區(qū)袋裝獨(dú)立彈簧系統(tǒng)為人體提供7大關(guān)鍵區(qū)域的全面支撐。納米銀抗菌面料技術(shù)，物理抗菌，更有利于兒童的健康睡眠The independent 7-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 7 key areas. Nano-silver antibacterial fabric technology, physical antibacterial, more conducive to children's healthy sleep納米防污面料技術(shù)，防水防污，更清潔干凈Nano anti-fouling fabric technology, water-proof, anti-fouling, more clean滿(mǎn)天星（Slumberkids）Starry (Slumberkids)瑞士人體工學(xué)專(zhuān)家設(shè)計(jì)的3區(qū)袋裝獨(dú)立彈簧系統(tǒng)為人體提供3大主要區(qū)域的支撐。納米銀抗菌面料技術(shù)，物理抗菌，更有利于兒童的健康睡眠The independent 3-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 3 primary areas. Nano-silver antibacterial fabric technology, physical antibacterial, more conducive to children's healthy sleep納米防污面料技術(shù)，防水防污，更清潔干凈Nano anti-fouling fabric technology, water-proof, anti-fouling, more clean床頭（皮床）Headboard (leather bed)米蘭 倫敦 巴黎 羅馬 慕尼黑低調(diào)的奢華，簡(jiǎn)約歐陸風(fēng) 皇室的奢華， 時(shí)尚的奢華， 古典大氣，實(shí)木背板加牛皮靠墊 設(shè)計(jì)別致，小物件（眼鏡遙控器等）的置物功能維也納 雅典 布拉格 威尼斯 柏林時(shí)尚大氣 舒適至上，厚實(shí)的靠墊 簡(jiǎn)約精致 舒適大方，性?xún)r(jià)比高 傳統(tǒng)古典，性?xún)r(jià)比高城堡 森林符合女孩的簡(jiǎn)單浪漫氣質(zhì) 符合男孩的活潑生動(dòng)氣質(zhì)皮床的通用優(yōu)點(diǎn)：真皮多用都是頭層牛皮，貨真價(jià)實(shí)。床頭和床座框架都是樺木實(shí)木，板是楊木貼皮柳桉實(shí)木多層板。樺木木質(zhì)較松木硬，多層板使用天然水溶性膠水，環(huán)保，有測(cè)試證書(shū)。Milan London Paris Rome MunichLow-key luxury, simple continental style Royal luxury Stylish luxury Classical and airy, solid wood plus leather back cushions Unique design, containing small objects (glasses, remote control, etc.)Vienna Athens Prague Venice BerlinFashionable and airy Super comfort, thick back cushions Simple and elegant Comfortable and elegant, cost-effective Traditional, classical, cost-effectiveCastle ForestSuitable for girls' simple romantic temperament Suitable for boys' lively and vivid temperamentGeneral advantages of leather beds:The leather is mostly the first layer of genuine cowhide. Both headboard and bed frame are made of solid birch wood, the plates are multilayer solid poplar wood with meranti skin. Hard Birch is harder than pinewood, the multilayer plates use natural water-soluble glue and is environmentally friendly and have been approved a test certificate.五、斯林百蘭店內(nèi)銷(xiāo)售技巧V. Slumberland's in-store sales skills 顧客是是什么？ What are customers?對(duì)于終端門(mén)店的PG銷(xiāo)售顧問(wèn)來(lái)說(shuō)，顧客是全世界最重要的……For purchase guides of terminal stores, customers are the most important in the world...1、顧客是經(jīng)營(yíng)環(huán)節(jié)中最重要的人物1. Customers are the most important people in the business links.2、顧客是導(dǎo)購(gòu)的衣食父母，一切業(yè)績(jī)與收入的來(lái)源2. Customers are the sources of food and clothing and of all performance and income3、顧客是貨架上商品流通運(yùn)作的“血液”3. Customers are the "blood" of the goods on the shelves for circulation.4、顧客是導(dǎo)購(gòu)代表工作中應(yīng)當(dāng)給予最高禮遇的人4. Customers are the people to whom the purchase guides should give highest courtesy要記�。簩�(dǎo)購(gòu)代表的工作職責(zé)就是滿(mǎn)足顧客的要求Remember: The most important responsibility of the purchase guides is to satisfy the customers' requirements 再提第一印象 Review of first impression想要推銷(xiāo)產(chǎn)品，必須要先推銷(xiāo)自己。只有把自己成功得推銷(xiāo)給客戶(hù)，客戶(hù)才會(huì)考慮你的產(chǎn)品。銷(xiāo)售人員給客戶(hù)的第一印象往往是根深蒂固的，所以一定要力爭(zhēng)給客戶(hù)良好的第一印象，為今后展開(kāi)銷(xiāo)售工作打下良好基礎(chǔ)You must promote yourself first if you want to sell products. The customer will consider buying your product only after you have successfully promoted yourself to the customer. The Customer's first impression of the purchase guide is often deep-rooted, so you must try to give the customer a good first impression, which will lay a good foundation for future salesPG銷(xiāo)售顧問(wèn)在于客戶(hù)初次見(jiàn)面時(shí)，需注意以下幾點(diǎn)：At the first contact with a customer, a purchase guide must pay attention to the following:服飾。干凈整潔是銷(xiāo)售人員著裝的基本要求，同時(shí)也要符合企業(yè)形象Dress. Being clean and tidy is a basic requirement for the dress of the purchase guides, and are also manifestation of the corporate image言行舉止。PG銷(xiāo)售顧問(wèn)的態(tài)度要彬彬有禮，說(shuō)話(huà)要謙遜。這樣你的客戶(hù)會(huì)覺(jué)得你是一個(gè)有修養(yǎng)的人，愿意與你交往下去。同時(shí)，要注意避免語(yǔ)速過(guò)快、小動(dòng)作、說(shuō)大話(huà)等情況Language and behavior. As a purchase guide purchase guide, you must treat others politely and speak with humility. So your customers will think that you are a person of good manners and are willing to continue to contact with you. At the same time, you should be careful to avoid speaking too fast, nudging, and bragging, etc禮節(jié)。熱情、真誠(chéng)、謙虛、自信，這是銷(xiāo)售人員要注意的基本禮節(jié)。Courtesy. Warmth, sincerity, modesty, and self-confidence, are the basic etiquettes the purchase guides should pay attention to. 扎實(shí)的基礎(chǔ)知識(shí) Rich KnowledgePG銷(xiāo)售顧問(wèn)所需要的知識(shí)，既包括銷(xiāo)售活動(dòng)中務(wù)所涉及的專(zhuān)業(yè)理論、行業(yè)知識(shí)等。也包括寬泛的市場(chǎng)營(yíng)銷(xiāo)理念、社會(huì)交往中的人際關(guān)系等The knowledge necessary for terminal purchase guides includes the professional theories, knowledge of the industry, etc., involving the sales industry, as well as a wide variety of marketing concepts, personal relationship in social interaction, etc.再銷(xiāo)售產(chǎn)品前，先問(wèn)一問(wèn)自己的知識(shí)過(guò)關(guān)了嗎？First ask whether your knowledge is sufficient enough before selling the products. 產(chǎn)品知識(shí)（專(zhuān)業(yè)理論） Knowledge of the products (professional theory)優(yōu)秀的銷(xiāo)售人員必定是一個(gè)專(zhuān)家，一個(gè)可以成為客戶(hù)顧問(wèn)的人。只有了解了產(chǎn)品知識(shí)、性能特點(diǎn)，才能向客戶(hù)更準(zhǔn)確地介紹產(chǎn)品。 同時(shí)，你的專(zhuān)業(yè)也讓客戶(hù)更信賴(lài)你An excellent purchase guide must be an expert, a person who may become an adviser of the customers. Only based on deep understanding of the products can you introduce products to customers more accurately. At the same time, your specialty will also make you more reliable to customers. 企業(yè)文化 Corporate CulturePG銷(xiāo)售顧問(wèn)其實(shí)就是希丁安（中國(guó)）的對(duì)外形象大使。要像了解自己家一樣了解企業(yè)，這樣才能讓客戶(hù)感覺(jué)到你對(duì)公司的認(rèn)同，才能讓人感覺(jué)到你的自信，從而相信你的介紹而接受你的產(chǎn)品In fact, the purchase guides are image ambassadors of Hilding Anders (China). You must understand your Company just as you know about your family, so the customers will feel that you are recognized by the Company, feel your self-confidence, and believe your introduction and accept your products 行業(yè)知識(shí) Knowledge of the industry客戶(hù)購(gòu)買(mǎi)產(chǎn)品，勢(shì)必要貨比三家。作為優(yōu)秀的PG銷(xiāo)售顧問(wèn)，必須能夠?yàn)榭蛻?hù)提供很好的行業(yè)知識(shí)參考，在客戶(hù)有需求時(shí)能夠提供自己品牌與競(jìng)爭(zhēng)對(duì)手的產(chǎn)品之間優(yōu)缺點(diǎn)對(duì)比，從而引導(dǎo)客戶(hù)正確消費(fèi)。而這就需要銷(xiāo)售顧問(wèn)擁有豐富的行業(yè)知識(shí)Customers are surely to compare different products before purchase. An excellent purchase guide must be able to provide customers with very good knowledge of the industry for reference, and provide comparison of the advantages and disadvantages between our own brand and the products of competitors, so as to guide customers to purchase correctly. So it is necessary for purchase guides to have extensive industry knowledge. 其他知識(shí) Other knowledge成功的PG銷(xiāo)售顧問(wèn)能夠與所有目標(biāo)客戶(hù)取得共鳴，被客戶(hù)所接受。銷(xiāo)售顧問(wèn)需要在平日里不斷累積各類(lèi)知識(shí)，以便應(yīng)付各種各樣的客戶(hù)Successful purchase guides can sympathize with and be accepted by all the target customers. Purchase guides must continuously accumulate all kinds of knowledge in daily work in order to serve all kinds of customers.5.0 PG店內(nèi)銷(xiāo)售技巧5.0 In-store Sales Skills for Purchase Guides 促銷(xiāo)六步曲 Promotion of six steps據(jù)臺(tái)灣《管理》雜志報(bào)道，顧客進(jìn)門(mén)后的十秒中內(nèi)，尤其重要，在顧客到來(lái)的十秒中之內(nèi)，應(yīng)該向顧客打招呼或以眼神注視顧客，表達(dá)竭誠(chéng)的歡迎之意，這樣做能夠減輕顧客進(jìn)入一個(gè)陌生環(huán)境所感受的壓力、讓顧客覺(jué)得自己挺重要的。It is reported in Taiwan's "Management" magazine that the first ten seconds after the customer enters the store are especially important. Within the ten seconds, the purchase guide should say hello to the customer or look at the customer wholeheartedly to express your sincere welcome. This will reduce the customer's pressure into a strange environment and make the customer feel that he/she is very important here.這是一個(gè)通用的原則，在這個(gè)原則基礎(chǔ)上，還有許多細(xì)分的情況需要區(qū)別對(duì)待：This is a general principle, the basis of which many situations must be treated differently:1、 當(dāng)顧客看上去是有目的的尋找時(shí)，你可以很直接的上前去詢(xún)問(wèn)1. When a customer appears to be looking for something purposefully, you can go directly and ask.2、 當(dāng)顧客只是隨便瀏覽時(shí)，你需要和他保持一定的距離，讓顧客隨意、輕松的看，但你一定不能不關(guān)注顧客，注意觀察他是否需要你的幫助2. When the customer is just casually browsing, you need to maintain a certain distance, allowing the customer to look at the products casually. But you must not fail to focus on the customer and shall observe whether he/she needs your help.3、 當(dāng)顧客瀏覽后，停留在某一個(gè)位置時(shí)，一定要抓住機(jī)會(huì)向顧客介紹產(chǎn)品3. When the customer is staying in a certain position after browsing, you must seize the opportunity to introduce products to the customer.4、 當(dāng)有顧客直奔產(chǎn)品而來(lái)時(shí)，你必須以飽滿(mǎn)的精神、專(zhuān)業(yè)的口吻將產(chǎn)品的主要性能和產(chǎn)品的賣(mài)點(diǎn)向顧客介紹4. When a customer comes straight to the products, you must provide the customer with the primary performances and points of sales of the products full of spirit and in a professional tone.5.1 接觸5.1 Contact 1) 招呼顧客 1) Greet the customer-- 接觸前準(zhǔn)備：- Preparation before contacting:-- 注意自己專(zhuān)業(yè)形象與禮儀，保持端正站姿；- Pay attention to your professional image and etiquette and keep upright standing posture;-- 向顧客微笑，點(diǎn)頭，目光接觸，要自然、親切；- Greet the customer with a smile, nod and eye contact, and be natural and intimate;-- 觀察顧客著裝、言談、舉止、年齡、身份、識(shí)別顧客類(lèi)型、消費(fèi)層次- Observe the customer's dress, speech, manners, age, and identity, and identify the type and consumption level of the customer;To identification of customer types, consumption levels a)尋找合適接觸機(jī)會(huì) a)Look for the right opportunity to contact了解顧客的需求，進(jìn)行有針對(duì)性的介紹，有的放矢，無(wú)疑是個(gè)“事半功倍”的途徑。在了解顧客需求的過(guò)程后，可以通過(guò)以下幾個(gè)途徑來(lái)完成：To understand the Customer's demands and provide targeted introduction is undoubtedly a way to get twice the result with half the effort. After you have understood the demands of the Customer, you may proceed the following ways:-- 留給顧客舒適的購(gòu)物空間，保持一定距離，留意顧客需要，準(zhǔn)備隨時(shí)協(xié)助；- Provide the Customer with comfortable shopping space and maintain a certain distance. Pay attention to the customer's demands and be ready to help at any time;-- 當(dāng)顧客長(zhǎng)時(shí)間凝視產(chǎn)品、觸摸某一產(chǎn)品、拿起放下，比較產(chǎn)品時(shí)、目光搜尋時(shí)，都是比較合適的接觸時(shí)機(jī)- It will be an appropriate opportunity for contact when the customer is staring at a product for a long time or touches, picks up and put down certain products for comparison, or is searching for a certain product. b)接觸技巧：(根據(jù)顧客類(lèi)型，考慮選用詢(xún)問(wèn)法或直接法) b)Contact skills: (consider asking or direct contact based on the type of the customer)詢(xún)問(wèn)法：Asking:-- “您好！請(qǐng)隨便看看”- "Hello! Please feel free to take a look. "-- “您好，需要幫忙么？”- "Hello, what can I do to help?"直接法：(要根據(jù)顧客類(lèi)型，避免引起顧客反感)Direct contact: (avoid customer's resentment based on the type of the customer)-- 可以提醒我們最新的產(chǎn)品和最新的活動(dòng)，吸引顧客注意；- You can recommend our latest products and new promotional events to attract the attention of the consumer;-- 可以自然地贊美顧客的衣服、挎包、外表打破陌生感；- You can naturally compliment the clothes, bag and appearance of the customer to make him/her feel intimate;-- 可以自然地將產(chǎn)品放到顧客手中，請(qǐng)其觀看或聞香。- You can naturally put the product in customers' hands and ask him/her to see or smell. 禁忌： Taboo:-- 語(yǔ)氣生硬冷漠，眼睛看著其他地方與顧客答話(huà)- Blunt and indifferent tone, talking to the customer while looks at other places-- 過(guò)早接觸顧客，語(yǔ)氣過(guò)于熱情，身體語(yǔ)言過(guò)于夸張，以致顧客厭煩- Premature contact with the customer, overzealous tone, and too exaggerated body language, which may make the customer sick 注意體態(tài)問(wèn)題： Posture problems:-- 言語(yǔ)神態(tài)，忌過(guò)急過(guò)激。形體語(yǔ)言應(yīng)是開(kāi)放的熱性的，部分銷(xiāo)售人員喜歡雙手雙抱胸或者背著手聽(tīng)顧客講話(huà)或向顧客。而這種抱胸的形體語(yǔ)言定保守的，拒絕的，防衛(wèi)的姿態(tài)，背手是一種居高臨下的姿態(tài)，這又怎么- Hasty and aggressive verbal expression. Body language should be full of open and wholehearted. Certain purchase guides prefer to fold two arms in front of the chest or with both hands clasped behind the back while listening or talking to a customer.But folding of the arms is a kind of conservative, rejecting and defensive body language, and the clasping of hands is a commanding posture. How can you achieve good communication with such attitudes?-- 較好的姿式是雙手自然交叉放在小腹前，跟顧客的距離保持在1米左右的距離，太近容易侵犯顧客的私人空間，太遠(yuǎn)則容易產(chǎn)生距離，不利溝通。- It is recommended that you should cross your hand in front of the lower abdomen naturally with a distance of about one meter from the customer, as a too close distance may violate the private space of the customer, while a far too distance will create a wide gap which is not conducive to communication.-- 形體語(yǔ)言雖然無(wú)聲，但作用非常大，要銷(xiāo)售人員平時(shí)多學(xué)、多看、多研究。- Although body language is silent, it is very influential. So as a purchase guide, you must try your best to learn, watch, and think, in everyday work.5.2 不同類(lèi)型顧客接觸策略：5.2 Strategies for contact with different types of customers:類(lèi)型 特點(diǎn) 對(duì)策主見(jiàn)型 · 不會(huì)過(guò)多觀察比較，對(duì)所選產(chǎn)品以外的產(chǎn)品不太關(guān)注。有相對(duì)明確的購(gòu)買(mǎi)品牌，有一定的品牌/產(chǎn)品知識(shí)。· 通常衣著比較講究，神情較高傲，以白領(lǐng)居多。 · 接觸的策略：直接將產(chǎn)品交給顧客，讓其聞香，觸摸產(chǎn)品。語(yǔ)言要簡(jiǎn)單明了，專(zhuān)業(yè)，不可夸大。提問(wèn)策略：以對(duì)方為主，不要給過(guò)多建議。類(lèi)型 特點(diǎn) 對(duì)策外在型 · 對(duì)新產(chǎn)品、新包裝感興趣，對(duì)品牌感興趣。顧客一般比較注重外表，和別人的評(píng)價(jià)· 通常打扮新潮時(shí)髦，女性居多，年輕人，學(xué)生較多。 · 接觸策略：可采用贊美其服飾、氣質(zhì)等方面切入。· 進(jìn)行產(chǎn)品說(shuō)明時(shí)，要突出新產(chǎn)品，新口味，新潮流。強(qiáng)調(diào)食用的舒適感受、效果。描述他人如其丈夫、同事可能給出的正面評(píng)價(jià)。類(lèi)型 特點(diǎn) 對(duì)策細(xì)致型 · 喜歡比較產(chǎn)品規(guī)格，關(guān)注口味，會(huì)仔細(xì)閱讀產(chǎn)品成分配方，主動(dòng)詢(xún)問(wèn)一些產(chǎn)品產(chǎn)地問(wèn)題。也會(huì)較為關(guān)注產(chǎn)品的性?xún)r(jià)比。決定較慢，易猶豫。· 通常衣著打扮一般，注重家庭，以中年，老年人居多。 · 推薦時(shí)注意說(shuō)明的專(zhuān)業(yè)性，不可夸張，細(xì)致耐心。著重介紹產(chǎn)品的特征與利益，同時(shí)可以比較多地介紹巧克力的健康知識(shí)，增強(qiáng)其信任感。· 在舉行促銷(xiāo)活動(dòng)期間，可以強(qiáng)調(diào)購(gòu)買(mǎi)的優(yōu)惠。·類(lèi)型 特點(diǎn) 對(duì)策隨意型 ·· 不會(huì)過(guò)多思考，對(duì)產(chǎn)品差異不十分了解。穿著，舉止不拘小節(jié)，目光游離，決定易受他人推薦的影響，比較隨意。男性居多。 ·· 接觸策略：主動(dòng)將產(chǎn)品交給顧客，讓其觸摸產(chǎn)品，聞香�？芍鲃�(dòng)出擊，進(jìn)行推薦。突出品牌，價(jià)格，促銷(xiāo)活動(dòng)。· 語(yǔ)氣要堅(jiān)定自信，使顧客產(chǎn)生信任感。Type Features StrategyAssertive type · Such customers will not observe and compare too many products, and will pay little attention other than those they select. They usually have specific target brands in mind and possess certain brand / product knowledge.· Usually, they are dressed daintily and appear proud, and are mostly white-collar workers. · Contact strategy: Deliver products to the Customer directly to allow them to smell and touch the products. Talk with simple and clear words and in a professional manner, without exaggeration. Questioning strategy: Focus on the customer and don't provide too much advice.Type Features StrategiesExtraverted type · Such customers are more interested in new products, new packaging, and famous brands. They typically pay more attention to appearance and comments of others, are usually dressed fashionable and stylish, and are mostly women, young people, and students.· · Contact strategies: You may start from complementing the customer's clothing, temperament, etc.· Your introduction must on new products, new flavors, and new trend, and highlight the practical comfort and effect of the products. Give a positive comment which customer's family or colleagues may give.Type Features StrategiesMeticulous type · Such customers prefer to compare product specifications, pay attention to the taste, read the composition and formulation of the products carefully, and ask certain questions about the origin of the products. They may also pay more attention about the performance-price ratio of products, but tend to compare too many products and make slow decisions.· Usually, they are dressed plainly, are more concerned about their families, and are mostly the middle-aged and elderly people. · Provide recommendations in a, meticulous, patient and professional manner, and do not exaggerate. You should focus your introduction on the features and benefits of products, and may provide much healthy knowledge on chocolate to enhance the sense of trust.· And you may emphasize preferential purchases during promotional events.·Type Features StrategiesCasual type ·· Such customers will not consider too much, and do not fully understand the differences of the products. They are casual about their clothing and behavior with easily distracted eyes. Their decisions are easily influenced by other's recommendations, tend to compare at random. Such customers are mostly men. ·· Contact strategies: Deliver products to the Customer voluntarily to allow them to smell and touch the products. You can take the initiative to provide recommendations. Focus your recommendations on brands, prices and promotional events, and talk with self-confidence to make yourself trustworthy to the customer.2) 了解需求2) Understand customers' demands<需求的定義>：是指客戶(hù)的要求或愿望， 而你產(chǎn)品或服務(wù)能解決。"Demand" refers to the customer's requirements or desires which your products or services can satisfy. 要點(diǎn)： Highlights:銷(xiāo)售顧問(wèn)的的核心就是了解顧客的需要，然后推薦有針對(duì)性的、合適的產(chǎn)品 (對(duì)癥下藥)。As a purchase guide, your key task is to understand the customers' demands, and then recommend targeted and appropriate products (hit the hammer to the nail).了解顧客需求的方法有兩種，一種是目測(cè)法，另一種是詢(xún)問(wèn)法。There are two ways to understand the customer's demands, one is the visual method and the other is the inquiry method.做到心中有數(shù)，為推薦產(chǎn)品打好基礎(chǔ)，同時(shí)專(zhuān)業(yè)的詢(xún)問(wèn)會(huì)使顧客產(chǎn)生信任感，激發(fā)其購(gòu)買(mǎi)欲望。You must fully understand what the customer wants to lay the foundation for recommendation of the products, and professional inquiry make you trustworthy to the customer and stimulate his/her desire to buy.顧客的需求是買(mǎi)賣(mài)的焦點(diǎn)，如果能夠理解顧客的需求，并能用你的產(chǎn)品和服務(wù)滿(mǎn)足這些需求，那么生意的機(jī)會(huì)就會(huì)很大。而銷(xiāo)售的過(guò)程就是發(fā)現(xiàn)及滿(mǎn)足顧客的需求的過(guò)程。Customer demand is the focus of sales. So you may have a greater chance to conclude a deal only if you understand the customer's demands and can satisfy these demands with the products and your services. The sales process is a process to discover and satisfy the customer's demands. 目測(cè)法： Visual method:我們可以通過(guò)眼睛觀察顧客的年齡、性別，以及他們目光所到之處，估計(jì)他們潛在的需求。We can observe the age, gender, and where their eyes are focused on, so as to estimate their potential demands.年齡：講求健康；喜歡新款型Age: Be concerned about the health, prefer new styles性別；新婚新房；喬遷（通常來(lái)說(shuō)，女性顧客自用的購(gòu)買(mǎi)率高于男性顧客；男性顧客送禮的購(gòu)買(mǎi)率高于女性顧客）Gender: New home after recent marriage; change of house (Typically, the chances of successful sales in case of female customers tend to be higher than male customers, while the chances of successful purchase of gifts of male customers tend to be higher than female customers).目光的流向：經(jīng)濟(jì)性——自用；卡通Kids——家中有兒童；套床——自用或送人，分享等Focus of attention: Economical stuff - self use; Kids' cartoon - families with children; Set of bed - self use or as gifts, sharing, etc. 詢(xún)問(wèn)法： Inquiry method:直接詢(xún)問(wèn)：“先生/小姐，您喜歡哪一種款式？”Direct inquiry: "Mr. / Miss, which style do you prefer?"間接詢(xún)問(wèn)：“您買(mǎi)兒童系列的套床是送人還是自己孩子用？”Indirect inquiry: "Who are you buying the series of children's bed sets for, as gifts or for your own child?"顧客表達(dá)需求時(shí)通常會(huì)使用以下的主要詞語(yǔ)：Customers often use the following key words to express their demands:希望、喜歡、對(duì)…有興趣、要是…就好了Hope, like, interested, It would be better if, etc.例如：For example:-- “我希望在情人節(jié)送一份特別的禮物給老婆”；- "I would like to give a special gift to my wife on the Valentine's day."-- “我喜歡和家人一起分享私密的快樂(lè)和甜蜜”；- "I prefer to share my personal joys and happiness with my family".-- “我對(duì)TEMPSMART的溫度自動(dòng)調(diào)節(jié)有興趣”；- "I am interested in the automatic temperature regulation function of TEMPSMART."-- “要是有不含有害化學(xué)物質(zhì)的墊層就好了”。- "It would be better if it has a cushion without harmful chemicals." 禁忌： Taboo:-- 不愿提問(wèn)，而直接推銷(xiāo)產(chǎn)品。- Being reluctant to ask questions and trying to sell products directly.-- 自以為是，盲目猜測(cè)顧客的喜好。- Blindly guessing the customer's preference without any ground.-- 提問(wèn)不依據(jù)顧客類(lèi)型，呆板不自然。- Asking questions not based on customer type or with stiff and unnatural expression. 在工作中絕對(duì)不允許的行為 Behavior strictly prohibited in the work-- 手插在口袋里與顧客講話(huà)- Talking with customers with hands in pocket-- 在賣(mài)場(chǎng)化妝、剪指甲、看報(bào)紙玩手機(jī)- Makeup, trimming the nails, reading newspapers, playing mobile phone in the store-- 推卸責(zé)任，甚至與顧客爭(zhēng)吵- Passing the buck, and even quarrelling with the customer-- 顧客光臨時(shí)，視若無(wú)睹- Ignoring the customers coming inside-- 經(jīng)常空崗- Being often absent5.3推薦產(chǎn)品5.3 Recommendation of Products 要點(diǎn)： Highlights:我們的銷(xiāo)售人員要有“不僅是賣(mài)品，更是賣(mài)服務(wù)”的意識(shí)，賣(mài)服務(wù)一是賣(mài)“放心”，二是賣(mài)“開(kāi)心”，圍繞這兩點(diǎn)展開(kāi)我們的產(chǎn)品介紹。也就是說(shuō)，在我們了解顧客需求的基礎(chǔ)上，朝著讓顧客“放心，開(kāi)心”的目標(biāo)，展開(kāi)我們的介紹，只要能達(dá)到這個(gè)目標(biāo)，銷(xiāo)售成交是一定的。Our purchase guides must have the intentions to "not only sell products but also sell services". Selling of services must focus on the following two aspects, i.e., "assurance" and "pleasure", which should be the basis for introduction of our products. In other words, we must introduce our products based on our understanding of the customer's demands and with the purposes to provide the customer with "assurance" and "pleasure". As long as we can achieve this goal, the sales turnover is bound to succeed.在產(chǎn)品介紹這個(gè)環(huán)節(jié)，需要有銷(xiāo)售人員的幾點(diǎn)基本內(nèi)功做保證：There are several basic skills required for the sales guides in the introduction of the products to ensure the above purposes:•• 行業(yè)知識(shí)；• Knowledge of the industry;•• 產(chǎn)品知識(shí)；• Knowledge of the products;•• 賣(mài)點(diǎn)提煉；• Summarizing points of sales;•• 操作演示能力；• Operation and demonstration abilities;•• 語(yǔ)言表達(dá)能力。• Language skills. 產(chǎn)品介紹： Product introduction:-- 產(chǎn)品介紹應(yīng)根據(jù)顧客的類(lèi)型和相應(yīng)的問(wèn)題，有針對(duì)性的推薦產(chǎn)品，解決顧客的問(wèn)題。- Product introduction should be based on the types of customers and the corresponding problems to provide product recommendations to solve customer's problems.-- 因?yàn)楹线m的才是最好的。介紹產(chǎn)品時(shí)，特別鼓勵(lì)顧客觸摸產(chǎn)品，邀約試睡是最大的銷(xiāo)售法寶。- Because the suitable is the best. When introducing the products, especially encourage customers to touch the products, ask them to try to sleep on the beds, which is the most magic strategy in sales.-- 了解產(chǎn)品的質(zhì)量與品味，會(huì)使顧客堅(jiān)定其購(gòu)買(mǎi)的決心。- Understanding of the quality and taste of the products will make the customer more determined to buy.-- 在產(chǎn)品銷(xiāo)售時(shí)，可以從以下方面考慮：- In the sales of the products, you may recommend based on the following considerations:-- 產(chǎn)品自身的特征和利益（例如：材料、成分、組成、包裝、功能等。）- Features and benefits of the product itself (e.g.: materials, ingredients, composition, packaging, functions, etc.)-- 公司和品牌的知名度（例如：知名品牌、品牌的市場(chǎng)占有率等。）- Company and brand awareness (for example: the famous brands, market share of the brand, etc.)-- 市場(chǎng)推廣活動(dòng)（例如：廣告、市場(chǎng)活動(dòng)、消費(fèi)者促銷(xiāo)、POP等）- Marketing and promotional activities (such as advertising, marketing, consumer promotions, POP, etc.)-- 價(jià)格和質(zhì)量（包括：產(chǎn)品價(jià)格，新鮮度、銷(xiāo)售情況、質(zhì)量狀況等）- Price and quality (including product price, freshness, availability, quality, condition, etc.) F&B（特征與利益）銷(xiāo)售法： F&B (features and benefits) sales method:-- 特征Feature： 介紹產(chǎn)品的特征、特點(diǎn)。如：斯林百蘭床墊“雙100測(cè)試”第三方實(shí)驗(yàn)室經(jīng)過(guò)100萬(wàn)次的輾壓滾輪來(lái)回測(cè)試，證明我們的床墊能經(jīng)得起100公斤的人體來(lái)回翻滾折騰都不變形- Features: Introduce the features and characteristics of products. For example, Slumberland mattress remained undeformed in a third party test, i.e., one million-time rolling by a roller, which proved that our mattress can withstand jumping and rolling of 100kg human body.-- 對(duì)顧客的利益Benefit：該產(chǎn)品的主要功能，特別功能(賣(mài)點(diǎn))對(duì)于顧客特點(diǎn)或相應(yīng)問(wèn)題的作用。如： 所有的斯林百蘭產(chǎn)品都必須要經(jīng)過(guò)異常嚴(yán)格的2次回爐，保證彈簧絕不走樣，更具連貫性的承托力；- Benefits to customers: The role of the main features and special features (points of sales) of the product to the characteristics or the corresponding problems of the Customer. For example: All Slumberland products must go through a strict process of remelting for twice to ensure that the springs will constantly remain undeformed and have more coherent load bearing capacity; F&B（特征與利益）潤(rùn)滑劑： F&B (features and benefits) Lubricant:-- “因?yàn)?rdquo;，“所以”，“對(duì)您來(lái)說(shuō)”，通過(guò)這樣的語(yǔ)句，可以讓產(chǎn)品介紹更有條理和說(shuō)服力。- "Because," "so," "for you". With such expressions, your introduction of the products will be more organized and persuasive. F&B（特征與利益）介紹實(shí)例： F&B (features and benefits) Examples:1、斯林百蘭皇家系列1. Slumberland Royal Series特征F——.雙層彈簧超凡分散壓力，提供背部穩(wěn)定舒適的支撐，無(wú)摩擦音，睡伴互不影響Features - Double-layer springs with extraordinary pressure dispersion capacity to provide the back with stable and comfortable support, free of friction sound, without interfering of the sleepers.利益B——-益生菌面料處理技術(shù)可以殺死有害細(xì)菌培養(yǎng)有益細(xì)菌，更有益健康；Benefits - The Belgian probiotic treatment technology can kill harmful bacteria and cultivate a beneficial environment of colonies;例句：“皇家珍藏系列的傳家寶擁有雙層彈簧超凡分散壓力，提供背部穩(wěn)定舒適的支撐，無(wú)摩擦音，睡伴互不影響；2.最多的天然材料讓床墊更透氣舒適Example: "The Heirloom of Royal Collection Series has double-layer springs with extraordinary pressure dispersion capacity to provide the back with stable and comfortable support, and is free of friction sound and without interfering of the sleepers. 2. The most natural materials makes mattresses more breathable and comfortable 禁忌： Taboo:-- 夸大其辭，自賣(mài)自夸，不承諾不可兌現(xiàn)的事情引起顧客的逆反心理- Exaggerating and boasting, making impossible promises, which causes the customer's resentment.-- 介紹沒(méi)有針對(duì)性，即沒(méi)有針對(duì)顧客的發(fā)質(zhì)特點(diǎn)，和發(fā)質(zhì)問(wèn)題，而削弱了說(shuō)服力度- Introducing without any specific purpose, for example, ignoring the quality, characteristics and problems of the customer's hair, thus making the introduction less convincing.-- 使用過(guò)多的專(zhuān)業(yè)名詞，使顧客感覺(jué)難以理解- Using too many professional terms which the customer feels difficult to understand- 注意： Caution:-- 介紹沒(méi)有針對(duì)性，即沒(méi)有針對(duì)顧客的發(fā)質(zhì)特點(diǎn)，和發(fā)質(zhì)問(wèn)題，而削弱了說(shuō)服力度- Introducing without any specific purpose, for example, ignoring the quality, characteristics and problems of the customer's hair, thus making the introduction less convincing.-- 使用過(guò)多的專(zhuān)業(yè)名詞，使顧客感覺(jué)難以理解- Using too many professional terms which the customer feels difficult to understand5.4處理顧客問(wèn)題5.4 Dealing with the Customer's Problems成長(zhǎng)路上總有難題，積極面對(duì)、耐心周到。There are always challenges on the road of growth, which we must face in a positive, patient and thoughtful manner.再好的銷(xiāo)售人員都有可能碰到客戶(hù)抱怨投訴之類(lèi)問(wèn)題，拿出你的專(zhuān)業(yè)、真情，用心為他們解決困難， “天下沒(méi)有過(guò)不去的坎”，我們的工作職責(zé)就是滿(mǎn)足客戶(hù)的需要！Even the best purchase guides are likely to encounter such problems as customer complaints. Tackle these hard nuts with your professional skills and sincerity, and try to solve their problems wholeheartedly, as "there is nothing in the world impossible to overcome". Besides, it is our duty to satisfy the customer's needs! 要點(diǎn)： Highlights:-- 用正確的方法處理顧客對(duì)產(chǎn)品的疑問(wèn)，會(huì)進(jìn)一步提高顧客的滿(mǎn)意度。- Correctly respond to the customers' questions about the products will further enhance customer satisfaction.-- 對(duì)SLUMBERLAND品牌和產(chǎn)品質(zhì)量充滿(mǎn)信心。- Be confident in the quality of the Slumberland brand and products.-- 先了解清楚顧客的問(wèn)題和感受后，再作解釋。- Clearly understand the problems and feelings of the customer before providing explanation.-- 把異議轉(zhuǎn)化一個(gè)可以回答的問(wèn)題處理。- Transform the opposition into a question you can answer.- 經(jīng)常遇到顧客的問(wèn)題： Common questions of customers:-- 產(chǎn)品的價(jià)格問(wèn)題，“為什么其他地方的價(jià)格比你這里便宜？”- Questions about the price of products, "Why are the prices of other stores cheaper than yours?"-- 顧客質(zhì)疑產(chǎn)品的墊層及原料來(lái)源，或者產(chǎn)品的品質(zhì)，“斯林百蘭含有甲醛嗎？會(huì)對(duì)嬰兒造成影響嗎？”“ 斯林百蘭的床墊和其他品牌的相比好在哪里？”- Customers' questioning about the sources of the cushion and raw materials of the products, or the quality of the products, "Does Slumberland contain formaldehyde? Does it have an impact on the baby?" "What are the advantages of the Slumberland mattresses compared to other brands?" 傾聽(tīng)與確認(rèn)顧客問(wèn)題： Listening and identifying the questions of the Customer:-- 點(diǎn)頭微笑，表示關(guān)注顧客的問(wèn)題。如：嗯，噢，是這樣；同時(shí)重復(fù)/提問(wèn)確認(rèn)具體細(xì)節(jié)。如：您是說(shuō)……？……對(duì)么？- Nod and smile to express your concern about the Customer's questions. Such as: ah, oh, yes. And repeat or ask to confirm the details. Such as: You mean...?... Right?-一、退換貨I. Return or exchange of Products-- 接待顧客，禮貌詢(xún)問(wèn)退換貨原因。- Serve the customer and politely ask the reasons for return or exchange.-- 確認(rèn)小票（金額、購(gòu)買(mǎi)日期、購(gòu)買(mǎi)地點(diǎn)、數(shù)量、型號(hào)）- Confirm the receipts (amount, date of purchase, place of purchase, quantity, model)-- 檢查貨品有無(wú)損壞或污損。（無(wú)法確定質(zhì)量問(wèn)題的，交上級(jí)部門(mén)鑒定）- Check the products to see whether there is any damage or defacement. (Report the superior for appraisal if the quality problem cannot be identified)-- 無(wú)異議：遞交收銀臺(tái)辦理退換貨帳務(wù)手續(xù)。有異議：解釋原因（按“三包”原則辦理退換貨。如換貨則按財(cái)務(wù)要求換同等或以上價(jià)位；如退貨則須經(jīng)店長(zhǎng)或被授權(quán)責(zé)任人同意并簽字確認(rèn)）- No objection: Submit to cashier for return and accounting formalities. With objection: Explain why (and handle the request for return or exchange according to the principle of "Three Guarantees" (for repair, replacement and compensation of faulty products) In case of replacement, provide a price equivalent to or higher than the price as required by the financial department; In case of return, seek approval and confirmation by signature by the store manager or the authorized responsible person).-- 未能當(dāng)日解決的，承諾在指定時(shí)間內(nèi)給予答復(fù)，并記錄備檔。- In case of failure to resolve, promise to provide an answer within a specified time, and record the case for filing.-- 處理完畢后禮貌送賓（根據(jù)時(shí)機(jī)可作附加推銷(xiāo)）；處理無(wú)果：上報(bào)上級(jí)主管。- See the customer off after handling the case, and seek additional sales, where appropriate. If the case fails, report the superior management.-- 顧客惡意搗亂，應(yīng)立即110報(bào)警。- Call 110 immediately if the customer behaves abusively.二、其它投訴II. Other complaints-- 接待顧客，禮貌傾聽(tīng)、詢(xún)問(wèn)投訴原因。- Serve the customer and politely ask the reasons for complaint.-- 登記投訴事項(xiàng)，了解事情經(jīng)過(guò)及當(dāng)事人，調(diào)查取證；（不能當(dāng)面回復(fù)的，承諾多長(zhǎng)時(shí)間給予答復(fù)）。- Register the complaint, inquire about the details of the event and related parties, and investigate and find any evidence possible. (Promise to reply in a specified period of time, if it is impossible to reply at that time.)-- 處理無(wú)果上報(bào)上級(jí)主管。- If the case fails, report the superior management.-- 禮貌致歉，回復(fù)顧客處理結(jié)果及征求意見(jiàn)。- Apologize politely, provide the customer with feedback of the results and request for comments.-- 記錄備檔，根據(jù)情況形成預(yù)案機(jī)制。- record the case for filing, and develop a preventive mechanism depending on the circumstances.-- 顧客惡意搗亂，立即110報(bào)警。- Call 110 immediately if the customer behaves abusively.三、投訴注意要點(diǎn)III. Key issues on complaints-- 任何店員都有義務(wù)接待顧客投訴。- Any purchase guide has an obligation to serve a customer for complaint.-- 在自己限定的職權(quán)范圍內(nèi)執(zhí)行處理客戶(hù)投訴。超出職務(wù)或能力范圍逐級(jí)上報(bào)。- Deal with complaint of the Customer within the scope of your limited authority. Report the complaint to the superior if beyond your authority or capacity.-- 了解事實(shí)真相及上級(jí)意見(jiàn)，不可輕易承諾給顧客。- Find the truth and seek opinions from the superior, and do not easily make any promise to the customer.-- 平息顧客情緒后再處理投訴問(wèn)題。- Make the customer calm down before handing the complaint.-- 處理投訴要果斷，不可猶豫不決。- Deal with complaint decisively without hesitation突發(fā)事件處理原則：Emergency treatment principles:1）2） 不影響與商鋪的合作關(guān)系。3） Do not affect the relationship with the store.4）5） 不違背斯林百蘭店鋪管理規(guī)章。6） Do not violate the management regulations of the Slumberland store.- 回答顧客問(wèn)題三步曲：（3f）Feel/復(fù)述、Felt/理解、Found/解釋 Three steps to reply to customers: Feel/repeat, Felt/understand, Found/explainQ1：“你們產(chǎn)品為什么添加了甲醛，人家都在傳有人中毒？”Q1: "Why did you add formaldehyde in your products? It is said that someone was poisoned."答：PG銷(xiāo)售顧問(wèn)復(fù)述，您是指我們的產(chǎn)品添加了一些東西，您擔(dān)心是否會(huì)對(duì)您和你寶寶造成傷害，對(duì)么？我明白您的顧慮，其實(shí)在棕制床墊的工藝中，絕大多數(shù)由于平整度的原因。不再使用傳統(tǒng)編織工藝，而是自十年前就是用粘合技術(shù)，無(wú)法避免的使用到各種膠水作為防腐劑，甲醛主要來(lái)自于膠粘劑（脲醛樹(shù)脂膠粘劑、三聚氰胺樹(shù)脂），但是新技術(shù)也是不斷的推陳出新。也不是所有的床墊都用膠粘劑吧？我們使用的就是環(huán)保棕，100%零甲醛，請(qǐng)消費(fèi)者放心使用。A: The purchase guide should first repeat the customer's question. "Do you mean that our products contain something, which you are concerned about whether it would harm you and your baby, right? I understand your concerns. In fact, formaldehyde is added mainly for flatness in the palm mattress technology. As traditional weaving techniques are no longer used and bonding technology has been in use since ten years ago, various kinds of glue are indispensable as a preservative, and formaldehyde is primarily from the adhesives (urea-formaldehyde resin, melamine resin). However, new technologies have been constantly developed. Are adhesives used in all the mattresses? The palm we use is environmentally friendly and absolutely free of any formaldehyde. So please feel safe when using our products.Q2： “人家舒達(dá)也有專(zhuān)利彈簧配置，你們的有何優(yōu)勢(shì)？”Q2: "As Serta is also provided with patented springs. What advantages do your products have?"答：您指的是專(zhuān)利彈簧這些配置嗎？，我明白您的顧慮，其實(shí)并不是所有的“專(zhuān)利彈簧”都是可以等同的。斯林百蘭的彈簧彈簧彈簧專(zhuān)利配置才可以代表最早和彈簧的至高標(biāo)準(zhǔn)，因?yàn)?“Slumberland Pocketed Posture 斯林百蘭袋裝睡姿”于1999年2月28日在中國(guó)國(guó)家商標(biāo)局注冊(cè)，注冊(cè)號(hào)：1250349。——它有幾十年的歷史；所有的對(duì)我們床墊的測(cè)試都是在英國(guó)獨(dú)立的第三方實(shí)驗(yàn)室來(lái)進(jìn)行的，而且斯林百蘭它在1940年就獲得英國(guó)國(guó)王喬治六世授權(quán)加冕又曾獲得英國(guó)女王伊麗莎白二世及其皇母的皇家授權(quán)加冕，享有整整兩個(gè)英國(guó)皇徽使用的榮譽(yù)經(jīng)歷了這些都是其他品牌所不及的！A: Do you mean the arrangement of the patented springs? I understand your concerns. In fact, not all of the "patented springs" are equivalent. Only Slumberland's spring arrangement is representative of the earliest and the highest spring standard. As the Slumberland Pocketed Posture was registered at the Trademark Office of the State Administration for Industry & Commerce of PPC on February 28, 1999, with the registration number: 1250349. - It has decades of history. All of our mattresses were tested in the UK at independent third party labs. Besides, Slumberland was coronated by King George VI of the United Kingdom in 1940, was coronated by Queen Elizabeth II and the King's mother later on, and received two imperial honors by the British Palace, which have made Slumberland a widely recognized trademark, brand and logo. So its honor can never be compared by any other brand! 床墊的選購(gòu)的建議： Mattress shopping recommendations:-- 解釋完畢之后，應(yīng)給顧客如何選購(gòu)的建議，也是銷(xiāo)售的重要部分--服務(wù)。這可以進(jìn)一步提高顧客對(duì)品牌的忠誠(chéng)度與信任度。- After the explanation is completed, provide the customer with advice on how to make choices, which is also an important part of the sales services. This can further improve the customer's loyalty to and trust in the brand.-- 具體的建議可參閱第三部分《斯林百蘭產(chǎn)品知識(shí)》- See Part III, "Product Knowledge", for specific recommendations. 禁忌： Taboo:-- 打斷、不愿意傾聽(tīng)顧客或者一味地反駁顧客的說(shuō)法，讓顧客產(chǎn)生你有狡辯。辯解的印象；- Interrupting or being unwilling to listen to the customer, refuting the customer persistently, which may make the customer think that you are indulged in sophistry or allegation;-- 貶低競(jìng)爭(zhēng)對(duì)手，使顧客產(chǎn)生不信任感。- Belittling competitors, making you dishonest to the customer. 注意： Caution:-- 當(dāng)進(jìn)入這個(gè)環(huán)節(jié)時(shí)，只要你堅(jiān)持的住，離最終銷(xiāo)售就很近了，這是顧客的最后一道心理防線，也是最堅(jiān)固的一道防線，只有清晰、肯定、明確的“炮彈”才能“摧毀”這個(gè)堡壘。只要有絲毫的不清晰、模糊、莫能兩可，顧客一定會(huì)揚(yáng)長(zhǎng)而去的，這種對(duì)顧客疑問(wèn)的解答，我們應(yīng)遵守幾個(gè)標(biāo)準(zhǔn)：- You are close to a successful deal in this stage, as this is the last psychological and the most solid defense of the customer. Only with clear and specific "shells" can you finally "destroy" the fortress. Even with the slightest uncertainty, confusion or ambiguity, the customer will turn around and walk away. For such questions raised by the customers, we should abide by the following criteria:-- Q1如果是針對(duì)產(chǎn)品的- Q1: About the products-- A1我們可以按照（也必須按照）公司制定的關(guān)于各類(lèi)產(chǎn)品的答疑規(guī)范來(lái)回答，對(duì)于未知的部分不要不懂裝懂，以免“貽笑大方”或者告訴顧客：“您說(shuō)的這個(gè)問(wèn)題我研究的還不夠透徹，要不您留個(gè)電話(huà)，明天我請(qǐng)教有關(guān)專(zhuān)家研究清楚了打電話(huà)告訴您，好嗎？”- A1: We can (and shall) reply to the customer in accordance with the various norms on products developed by the company. Do not pretend to understand what you don't, in order not to make a laughing stock. Or you may tell the customer, "I cannot provide sufficient supply to your question at present. Would you please tell me your phone number so that I can call you tomorrow after I have consulted relevant experts?"-- Q2如果是針對(duì)可能影響顧客購(gòu)買(mǎi)的技術(shù)話(huà)題- Q2: About the technology which may affect purchase of the Customer-- A2可以轉(zhuǎn)換成其他話(huà)題，例如品牌、質(zhì)量保證體系的話(huà)題來(lái)回答。- A2: You may respond to the customer by changing the topic, such as to brands, quality assurance system, etc.5.5促成交易5.5 to Facilitating Transactions 促成交易的時(shí)機(jī) Occasions to facilitate transactions-- 銷(xiāo)售顧問(wèn)應(yīng)該在處理顧客疑問(wèn)之后，再次概括一下滿(mǎn)足顧客需要的產(chǎn)品利益，確保顧客接受，然后要求顧客購(gòu)買(mǎi)或直接要求顧客購(gòu)買(mǎi)；- After responding to the customer's questions, the purchase guide shall summarize the benefits of the product to meet the customer's demands again and ensure that the customer has accepted. And then ask the customer to purchase or directly request the customer to buy;-- 同時(shí)要注意觀察顧客發(fā)出的購(gòu)買(mǎi)信號(hào)，如點(diǎn)頭、微笑等。- At the same time, pay attention to any messages of the customer, such as nodding, smiling, etc. 結(jié)束技巧 Closing skills直接式Direct closing-- “建議你就買(mǎi)紅寶石把，正好有大禮包！”- "I suggest you buy the Ruby, which is accompanied by a gift!"選擇式(二選一)Alternative Method (check one of the following two)-- “贈(zèng)品您是要保暖拖鞋的，還是折疊背包的？”- "Which would you like as the gift, the slippers, or the folding backpack?"-- “您看今天您是買(mǎi)大包裝的和家人一起分享，還是先試試小包裝的？”- "Would you like to buy the bigger package to share with your family, or would you try the smaller package?"機(jī)會(huì)式Opportunity method-- “本周我們正好在聯(lián)合紅星做特價(jià)，機(jī)會(huì)難得，多買(mǎi)更加劃算。”- "We are planning to hold a special offer event together with Red Star, which is a seldom opportunity and will be cost-effective." 禁忌： Taboo:-- 尾隨顧客- Following the customer 過(guò)于熱情，有強(qiáng)硬推銷(xiāo)的嫌疑。 Overzealous, being suspicious of hard sell.5.6連帶銷(xiāo)售5.6 Related Sales 要點(diǎn)： Highlights:-- 顧客在一項(xiàng)購(gòu)買(mǎi)將要完成時(shí)，其警惕性和封閉心理最低。在這一時(shí)機(jī)向顧客推薦相關(guān)或其他系列產(chǎn)品，可以極大地提高銷(xiāo)售成功率，這被稱(chēng)為連帶銷(xiāo)售。- The customer is at the lowest level of vigilance and psychological closedness. The success rate of sales can be greatly improved if you recommend related or other products to the customer at this time, which is referred to as joint sales. 連帶銷(xiāo)售技巧： Skills of joint sales:-- 在推薦一款產(chǎn)品后，可以同時(shí)推薦床上用品，床頭柜，記憶枕等小物件。- After recommending a product, you may also recommend bedding, nightstand, memory pillow, and other small items.-- 在對(duì)年紀(jì)稍大的顧客可嘗試連帶推薦兒童產(chǎn)品（假設(shè)顧客家里有小孩）- Children's products may also be recommended to an elderly customer (if such customer has a child or children).-- 連帶銷(xiāo)售可推薦不同場(chǎng)合、環(huán)境使用的產(chǎn)品，還可以推薦公司的新產(chǎn)品和促銷(xiāo)推廣產(chǎn)品- Joint sales may also include recommendation of products for use on different occasions and in different environment, as well as the new products and promotional products of the Company.-- 例：“小姐，這邊還有我們的新產(chǎn)品慢回彈記憶枕；它運(yùn)用人體工學(xué)，能讓頸椎100%貼合，飽滿(mǎn)托膚，而且面料抗菌防螨有效減少熟睡中的翻身-現(xiàn)在這個(gè)季節(jié)使用最適合了！- Example: "Miss, this is our new product, slow rebound memory pillow. It adopts ergonomic techniques, is capable to achieve 100% fitting with the vertebra cervicalis, and its fabric is antibacterial and anti-mite, effectively reducing the necessity to turning in sleep. It is the best season to use it now! 禁忌： Taboo:-- 附加推薦沒(méi)有說(shuō)清楚對(duì)顧客的價(jià)值，沒(méi)有站在顧客立場(chǎng)，僅僅為了增加額外銷(xiāo)售，使顧客產(chǎn)生厭煩- Failure to clearly explain the value to the customer in additional recommendation, simply trying to increase additional sales without considering the customer's demands, which makes the customer sick.-- 如果顧客表示要考慮一下，就不要過(guò)于勉強(qiáng)。- If customers says he/she will think about it, you shouldn't push too hard. 注意：嘗試結(jié)案 Note: Try to close-- 銷(xiāo)售到了這個(gè)環(huán)節(jié)，也就是到了實(shí)質(zhì)性的階段，當(dāng)你看到顧客對(duì)你介紹沒(méi)有異議，或比較滿(mǎn)意時(shí)，你可以試操性的詢(xún)問(wèn)“要不要我現(xiàn)在給您開(kāi)票？”“您想好了，我現(xiàn)在就給您開(kāi)票，行嗎？”盡可能地設(shè)計(jì)讓顧客說(shuō)“好！行！”的答案句。- This stage is the most important and decisive in sales. When the customer express no objection or is satisfied, you can try to ask, "Should I get an invoice for you?" "I will issue an invoice for you if you have made your decision. Okay?" Try everything possible to have the customer say "Good!" or "OK!"-- 如果消費(fèi)者表示還要再比較、比較，無(wú)論是出于職業(yè)道德，還是最終銷(xiāo)售的需要，一定要笑臉相送，絕對(duì)不允許惡言惡語(yǔ)，對(duì)顧客橫眉冷對(duì)的態(tài)度一下來(lái)一個(gè)180度的大轉(zhuǎn)變。對(duì)于顧客的拒絕，要表示表示良好的態(tài)度，例如對(duì)顧客說(shuō)：“您慢走！歡迎您再來(lái)！”- If the consumers wants to compare several more products of other stores, you should see the customer off with a smile, which is necessary as an ethical act and for a likely deal. Never say anything abusive or show a cold face to the customer, with a complete shift of your attitude. You must react to the Customer's refusal with polite attitude. For example, "See you later! Welcome to our store again!"-- 實(shí)際證明，很多的顧客都是被銷(xiāo)售人員的良好服務(wù)態(tài)度所吸引回來(lái)，他們不僅自己購(gòu)買(mǎi)，還推薦其親朋好友到他感覺(jué)滿(mǎn)意的賣(mài)場(chǎng)購(gòu)買(mǎi)，而且一但在使用中出現(xiàn)故障，也能較理智的看待和對(duì)待。最容易投訴的顧客往往是在心理感覺(jué)不平衡，有“受騙上當(dāng)”之感的人，這種感覺(jué)就源于銷(xiāo)售人員為了銷(xiāo)售，隨意承諾，死纏硬拉。- In practice, many customers are attracted by the good service attitude of the purchase guides. They will not only buy for their own, but will also recommend to their friends to purchase at the stores to their satisfaction. So the purchase guides may handle customer complaints involving any defects of the products in a reasonable manner. Most customer complaints are due to their feeling of being "deceived", which is due to casual undertakings and/or pushed selling by the purchase guides.5.7送別顧客5.7 Send off Customers 要點(diǎn)： Highlights:-- 顧客購(gòu)買(mǎi)產(chǎn)品后并不代表銷(xiāo)售的結(jié)束，而是銷(xiāo)售的開(kāi)始；- Customer's purchase of product isn't the end but the beginning of the deal;-- 我們要建立忠實(shí)顧客群體，爭(zhēng)取顧客下次繼續(xù)購(gòu)買(mǎi)我們的產(chǎn)品。- We should establish a loyal customer group and seek further purchases by such customers. 送別比迎接顧客更熱情：(結(jié)束技巧) See off the customer with more passion than greeting (farewell tips)-- 對(duì)顧客表示衷心的感謝：“謝謝，歡迎您下次光臨。”- Express our heartfelt thanks to the Customer, "Thank you, expecting your next visit."-- 告知顧客之后可能會(huì)進(jìn)行的促銷(xiāo)活動(dòng)；- Inform the customer of the likely promotional event in future;-- 告知顧客之后可能會(huì)推出的新產(chǎn)品；- Inform the customer of the likely new products in future;-- 歡迎顧客下次再來(lái)；- Expect the customer to visit again;-- 目送顧客的離去。- See the customer off. 禁忌： Taboo:-- 不能因?yàn)轭櫩蜎](méi)有購(gòu)買(mǎi)我們的產(chǎn)品而怠慢顧客- Do not neglect the customer only because he/she didn't buy our products.-- 不能因?yàn)橘I(mǎi)賣(mài)成交了就降低了對(duì)顧客的熱情、禮貌- You shouldn't be less enthusiastic about the customer only because the deal is made. 回顧總結(jié)： Review and Summary:商場(chǎng)如戰(zhàn)場(chǎng)，你就是戰(zhàn)場(chǎng)上永往直前的戰(zhàn)士，真正的銷(xiāo)售是真槍實(shí)彈的較量，一個(gè)優(yōu)秀的戰(zhàn)士一定是在槍林彈雨中成長(zhǎng)的，在是刀光劍影中成熟。Business world is like a battle field, and you are a brave soldier fight forward in a battle. An excellent purchase guide must be a person growing in a hail of bullets and becoming mature in the middle of swords and knives.理論知識(shí)固然重要，但把知識(shí)運(yùn)用到實(shí)際工作上更是關(guān)鍵，以上的文字各位也看過(guò)了，相信一定從中汲取了不少氧分，現(xiàn)在讓我們把這些知識(shí)重新溫顧一遍吧��！Theoretical knowledge is important, but the application of knowledge to practical work is the key. Now we have talked a lot above, and I believe that you must have learned a lot. Now, let's go over the knowledge again.《討論》"Discussion"下文是某終端導(dǎo)購(gòu)的從職經(jīng)歷，請(qǐng)仔細(xì)閱讀，并思考提出的問(wèn)題。The following is the real experience in sales practice of a terminal purchase guide. Please read carefully and think about the questions.任何人都希望別人對(duì)自己以誠(chéng)相待。這盡管是句老話(huà)，但只要你是真心去做，在任何時(shí)候都是最有效的促銷(xiāo)手段。向顧客詢(xún)問(wèn)他的工作，已有的家具什么，購(gòu)買(mǎi)床墊的大致范圍，以他為本，出謀劃策，自然顧客會(huì)很樂(lè)意接受你所建議的套床。一次一位經(jīng)濟(jì)型顧客向我咨詢(xún)斯林百蘭是否可以睡滿(mǎn)30年嗎，我反問(wèn)他：“您認(rèn)為這個(gè)有必要嗎？”他說(shuō)：“難道沒(méi)有必要嗎？”我說(shuō)：“是的，您可以問(wèn)一問(wèn)您的周遭的親戚朋友朋友們，現(xiàn)在消費(fèi)能力提升了，需要拋棄傳承了N久的老傳統(tǒng)，我們的彈簧保用20年都沒(méi)問(wèn)題，但是床墊畢竟是后1/3的時(shí)間都在床上過(guò)，就個(gè)人衛(wèi)生角度我就不建議你睡超過(guò)10年了，更何況還要我們后半輩子都要跟床在一起。。。”。We all want others to be honest to ourselves. Although this is an old saying, it is the most effective means of promotion if we practice it sincerely.Talk to the customer about his/her job, what kind of furniture he/she has, what range of products he/she wants buy, etc. And then, provide suggestions based on the customer's needs and actual conditions, so he/she will naturally be happy to accept the products of your recommendation. Once an economic customer asked me whether Slumberland products could provide services for over thirty years. I asked him, "Do you think it necessary?" He said: "Why isn't it necessary?" I said, "I think you'd better seek advice from your neighbors, friends and relatives. Now, our consumption power has been enhanced, and we need to abandon the ancient consumption practices. I assure that our springs can serve for over twenty years. But if you intend to use the mattress for thirty years, which is one third of your life, I don't think it is a good idea, because anything after such long time of use will be harmful to your health."。顧客點(diǎn)頭稱(chēng)是，又問(wèn)我買(mǎi)哪種床墊比較合適普通工薪階層，我咨詢(xún)了他的工作情況，了解他的工作是新外來(lái)務(wù)工做倉(cāng)庫(kù)保管員后，向他介紹：“經(jīng)典A-b保背健環(huán)保認(rèn)證椰棕防蟲(chóng)，去濕，透氣，使用時(shí)間久。兩面不同的軟硬度適合不同季節(jié)和不同人群的需求，冬天鋪床單暖和，夏天用硬面鋪席子舒適。”并向他介紹我們床墊的其他功能、使用說(shuō)明等知識(shí)。顧客聽(tīng)后感到很滿(mǎn)意，當(dāng)即買(mǎi)了這款A(yù)B保背健。我不僅為了做成一單而高興，而且也為能向別人傳授我的知識(shí)而自豪，只快樂(lè)的工作才有快樂(lè)的生活，不是嗎？The customer nodded, then asked me what kind of mattress would be suitable for an ordinary working-class worker. I asked him about his work and knew that he was a migrant worker and as a warehouse keeper. So I recommended that, "The Classic A-B Spinalmate mattress has passed environmental certification, is made of coconut fiber, and is moth proof, dehumidificable and breathable, and may be used for a long time. Different hardness at both sides is suitable for different seasons and demands of different populations. It is warm enough with only a sheet in winter, and is cool and comfortable with a mat if used in summer." And I also introduced the other features, usage, etc., of the mattress. The customer was very satisfied, and immediately bought the AB Spinalmate. I was happy not only for having made a deal but also imparted my knowledge to another person. Only when you are happy in your work, will you be happy in life, isn't it?Q1：PG導(dǎo)購(gòu)為什么會(huì)推薦AB款而非其他款式？Q1: Why will purchase guides recommend AB rather than other styles?Q2：透由上面的文字你有什么理解和感受？Q2: What do you think and how do you feel above the above experience?5.8 回顧—總結(jié)5.8 Review - Summary銷(xiāo)售其實(shí)并沒(méi)有什么神奇法術(shù)，但確實(shí)有跡可尋，正確的方法加上不斷的實(shí)踐，配合良好的心態(tài)，再勤修苦煉，你一定是斯林百蘭最棒的銷(xiāo)售專(zhuān)家。In fact, there is nothing magical in sales, but there is always a track for us to follow. With correct approaches, constant practice, good attitude, and persistent learning, you are bound to be the Slumberland's best sales professional. 銷(xiāo)售流程圖： Sales flowchart:在還未正式面對(duì)顧客的時(shí)候，除了要知道自己要做什么，還得知道顧客要做什么？You must know what the customer needs as well as what you want to do before formal contact with the customer.顧客 PG銷(xiāo)售顧問(wèn)注意觀察 耐心等待產(chǎn)生興趣 初步接觸產(chǎn)生聯(lián)想 探求需要觸摸欲望 積極推薦比較權(quán)衡 展示商品產(chǎn)生信心 詳細(xì)介紹決定行動(dòng) 促成信任滿(mǎn)意而歸 銷(xiāo)售成功Customer Purchase guideObserve Wait patientlyBecome interested Initial contactAssociate Explore customer needDesire to touch Actively recommendCompare and weigh Display productsBecome confident Detailed introductionDecided to act Earn trustReturn with satisfaction Conclude the deal《經(jīng)典案列分享》"Classic Cases"1、絕妙的推銷(xiāo)方法1. Wonderful marketing methods一位飛機(jī)推銷(xiāo)員致電安利公司總裁理查.丹佛斯向他推銷(xiāo)噴射引擎飛機(jī)。理查是個(gè)保守派人士，他當(dāng)時(shí)認(rèn)為安利公司負(fù)擔(dān)不起購(gòu)買(mǎi)飛機(jī)的經(jīng)費(fèi)。但推銷(xiāo)員則認(rèn)為購(gòu)進(jìn)飛機(jī)后能為公司省下可觀的時(shí)間成本，讓他可以經(jīng)常訪視分銷(xiāo)人員，并提高工作的效率。An aircraft salesman called Richard Danfoss, president of Amway, to sell a jet aircrafts to him. Richard was a conservative man, and he believed that Amway couldn't afford the aircraft. However, the aircraft salesman believed that an aircraft could save considerable time and costs for the company, so that he could often visit the distribution personnel and improve work efficiency.這位推銷(xiāo)員告訴理查說(shuō)，“丹佛斯先生，我們有一架絕對(duì)符合你的理想的噴射引擎飛機(jī)，我想讓你試乘看看。”丹佛斯先生經(jīng)一番考慮后接受了這項(xiàng)提議，他雖然感到滿(mǎn)意，但他并不覺(jué)得有必要買(mǎi)下這架飛機(jī)。于是，推銷(xiāo)員告訴他說(shuō)，“丹佛斯先生，我們這里不會(huì)用到這架飛機(jī)，您可以留下它，把它當(dāng)成你自己的飛機(jī)用吧！你并不需要任何義務(wù)！”這個(gè)當(dāng)然是難得回絕的提議，因?yàn)榘怖静⒉恍枰袚?dān)任何義務(wù)。剛好這周期間，丹佛斯先生必須往訪各處，而這架飛機(jī)促使他能夠更有效率地執(zhí)行他的任務(wù)，當(dāng)然旅程也很舒適。The salesman told Richard, "Mr. Danfoss, we have jet aircraft which is absolutely fit for you. I want you to try riding." After some consideration, Mr. Danfoss accepted this proposal. Although he was satisfied, but he did not it was necessary to buy the aircraft. Thus, the salesman told him, "Mr. Danfoss, we will not use this aircraft here. So you can keep it and use it as your own, and you do not need to bear any obligation! " This is, of course, an offer too appealing to reject, because Amway wouldn't bear any obligation. Just in that week, Mr. Danfoss had to go on a lot of visits, and this aircraft could help him efficiently carry out his task and provide him with very comfortable journeys.當(dāng)一周過(guò)后，推銷(xiāo)員回來(lái)試圖做成這筆交易時(shí)，丹佛斯先生仍然無(wú)意買(mǎi)下這架飛機(jī)。推銷(xiāo)員于是向他表示，“因?yàn)槲覀冞@個(gè)月都不會(huì)用到這架飛機(jī)，你繼續(xù)留下它，把它當(dāng)成自己的飛機(jī)用吧。”當(dāng)然，理查猶豫了一陣子，然而推銷(xiāo)員堅(jiān)持要他留下飛機(jī)。理查這一個(gè)月期間著實(shí)好好利用這架飛機(jī)。一個(gè)月過(guò)后，理查已經(jīng)無(wú)法不利用這架飛機(jī)往訪各地了。當(dāng)推銷(xiāo)員回來(lái)取“他的”飛機(jī)時(shí)，理查向他說(shuō)“你說(shuō)‘你的’飛機(jī)是什么意思？”理查已經(jīng)離不開(kāi)提供他舒適旅程的飛機(jī)了，他當(dāng)然有辦法說(shuō)服公司投資這筆錢(qián)了。A week later, when the salesman came back trying to make the deal, Mr. Danfoss still have no intention to buy the aircraft. So the salesman said to him, "As we won't use this plane this month, you can continue to keep it and use it as your own." Of course, Richard hesitated for a while, but the salesman insisted that he keep the plane. During that month, Richard made good use of the aircraft. A month later, it was indispensable in Richard's journeys everywhere. When the salesman came back to get "his" aircraft, Richard asked him, "What do you mean by 'your' plane?" Richard couldn't do without the plane which could provide him comfortable journeys, and he certainly knew how to persuade his company to invest in the plane.2、尊重顧客意見(jiàn)2. Respect customer's feedback美國(guó)著名的福特汽車(chē)公司，每年擁有250萬(wàn)顧客，為了了解他們的需求，公司定期邀請(qǐng)一些顧客與產(chǎn)品設(shè)計(jì)人員和汽車(chē)推銷(xiāo)員討論產(chǎn)品及銷(xiāo)售服務(wù)等問(wèn)題，并專(zhuān)門(mén)設(shè)計(jì)一種軟件數(shù)據(jù)系統(tǒng)，供各部門(mén)經(jīng)理和雇員詳細(xì)了解掌握顧客的意見(jiàn)。一次有位顧客抱怨說(shuō)，乘坐福特汽車(chē)不愿在后排，因?yàn)楹笈趴臻g太小腿伸不開(kāi)，很不舒服。聽(tīng)到這個(gè)意見(jiàn)后，公司立即將前排座位下部進(jìn)行了調(diào)整改進(jìn)，加寬了前后排之間的距離。這一舉動(dòng)贏得了顧客的普遍稱(chēng)贊，使福特汽車(chē)更加暢銷(xiāo)。Famous American Ford Motor Company has 250 million customers each year. In order to understand their needs, the company regularly invites some customers to discuss issues about the products and sales services with product designers and purchase guides, and designed a software system for departmental managers and employees to understand the detailed customer feedback. A customer complained that it was very uncomfortable to sit at the back of a Ford car, as the rear space was too small to stretch the legs. After hearing this advice, the company immediately improved the lower part of the front seat to widen the distance between the front and rear rows. The move has won widespread praise of customers, making Ford cars more popular.因此為顧客服務(wù)，不僅要面帶笑容、熱情周到，更重要的是從市場(chǎng)調(diào)查、產(chǎn)品設(shè)計(jì)、廣告宣傳到刺激購(gòu)買(mǎi)，每一環(huán)節(jié)都緊緊圍繞著顧客。Therefore, we should not only serve the customers with smiling face and thoughtful attitude, more importantly, each link must closely revolve around the customers, from market research, product design, advertising to stimulating purchases.《討論》"Discussion"Q1：他們的做法有哪些地方值得你學(xué)習(xí)？如果你是當(dāng)事人，請(qǐng)描述一種你個(gè)人通常會(huì)使用的“殺手锏”方法。Q1: What should we learn from the practices of Ford? If you are involved in the practices, please describe your "Magic" approach.5.9售后客戶(hù)抱怨處理5.9 Handle After-sales Customer Complaints客戶(hù)的抱怨，我們的看法Customer complaints and our views顧客抱怨的心態(tài)Reasons for Customer complaintsa、 嫌貨才是買(mǎi)貨人a. Only those who are picky about products are potential buyersb、 指出公司管理、商品及服務(wù)方面的缺陷b. Point out defects in corporate management, goods and servicesc、 提供公司第二次服務(wù)的機(jī)會(huì)，增加顧客的忠誠(chéng)度c. Provide the Company with an opportunity for the second time services to increase customer loyaltyd、 有4%的顧客會(huì)提出抱怨，有65%~95%的顧客不再光臨d. 4% of customers will complain, 65% to 95% of customers will never visit againe、 在提出抱怨能圓滿(mǎn)而迅速的解決后，有82%的顧客會(huì)繼續(xù)光臨e. 82% of customers will continue to visit after their complaints are resolved quickly and satisfactorilyf、 開(kāi)發(fā)一個(gè)新客戶(hù)的成本是保留一個(gè)舊客戶(hù)的五倍，維持舊顧客是開(kāi)發(fā)新客戶(hù)效益的四倍f. The cost of developing a new customer is five times of maintaining an old customer, and the benefit of maintaining an old customer is four times of developing a new customer.（1）抱怨有理，抱怨意味機(jī)會(huì)(1) Complaints are justified, and complaints mean opportunity客戶(hù)的抱怨是珍貴的財(cái)富，許多公司花大量的人力物力想了解客戶(hù)有什么不滿(mǎn)，并不是每個(gè)人都會(huì)把不滿(mǎn)表現(xiàn)出來(lái)， 更多人而是選擇再不光顧，而且把不滿(mǎn)直接告訴身邊的人，這將是無(wú)法估量的影響力，著名的銷(xiāo)售數(shù)字法則：1：8：25：1，即影響1名客戶(hù)，可以間接影響8名客戶(hù)，并使25名客戶(hù)產(chǎn)生購(gòu)買(mǎi)意向，1名客戶(hù)達(dá)成購(gòu)買(mǎi)行為。依次類(lèi)推，如果你得罪了1名客戶(hù)，那么也會(huì)帶來(lái)相應(yīng)損失，而帶來(lái)的損失需要付出2倍的努力來(lái)彌補(bǔ)。Customer complaints are precious wealth. Many companies spend a lot of manpower and resources with the purpose to understand what customers are dissatisfied. Not everyone will express their discontent, more people choose not to patronize but to tell the people around them their dissatisfactions. It will lead to incalculable influence. According to the famous sales figures rule: 1:8:25:1, that is, an influence on one customer may indirectly affect eight customers and excite twenty-five customers in producing the intent to produce and one customer in concluding buying behavior. And so, if you offend one customer, you will suffer consequential loss, which will need twice efforts make up.（2）相信自己，問(wèn)題都會(huì)妥善解決(2) Believe in yourself, and the problem will be solved properly不要害怕，客戶(hù)抱怨有很多原因，有些是你的工作失誤造成的，有些則不是，不管何種原因，我們都得積極面對(duì)，妥善解決，相信自己，你很出色，一個(gè)優(yōu)秀的銷(xiāo)售人員面對(duì)問(wèn)題總能迎刃而解。在圓滿(mǎn)解決客戶(hù)的抱怨后，說(shuō)不定你又多了個(gè)朋友。Don't be afraid. Customers complain for many reasons, some of which are caused by mistakes in your work, and some are not. For whatever reason, we have to face actively and solve properly. Believe in yourself, you are an excellent and outstanding salesman and can easily solve every problem you are facing. After satisfactorily resolving a customer complaint, maybe you will have another friend.（3）把它當(dāng)做一件事。(3) Consider customer complaints as your own顧客抱怨時(shí)，應(yīng)該把它看成“好機(jī)會(huì)”。既不要怕它，也不要討厭它。因?yàn)�，顧客之所以向銷(xiāo)售顧問(wèn)提出抱怨，是由于認(rèn)為：“我提出抱怨必能促使出售商品的公司獲得各種改善。”這表示，顧客是依賴(lài)你的，你當(dāng)然要欣然接受。事實(shí)上，如把抱怨處理得好，顧客對(duì)你的依賴(lài)感只會(huì)增多，不會(huì)減少。這就叫做轉(zhuǎn)禍為福。顧客獲得強(qiáng)烈的好印象后，必定逢人便說(shuō)，這無(wú)形中對(duì)公司做了有力的免費(fèi)宣傳。When a customer complains, you should think of it as "a good opportunity." Don't be afraid of it or hate it. Customers complain to purchase guide because they think that their complaints will help the company improve in various aspects. This means that the customer trusts you, and you certainly should face it happily. In fact, customers will trust you more rather than less, if you handle them properly. This is actually hidden fortune in misfortune. After the customer have a very good impression of you, they will tell everyone they know, which is virtually advertising of the company free of charge.（4）要有處理抱怨的作業(yè)體系(4) Establish a complaint handling system處理抱怨應(yīng)該是一套固定的作業(yè)方式才不會(huì)把事態(tài)擴(kuò)大，引發(fā)不可收拾的局面。你切莫一意孤行。處理之前，你必須請(qǐng)有關(guān)的部門(mén)與人員提供辦法，緊密配合，否則容易造成“脫節(jié)”、“斷層”的現(xiàn)象。Handling complaints with a fixed mode of practices will help to control the situation and avoid any unmanageable situation. Do not act arbitrarily. Before handling any compliant, you must seek close assistance and cooperation of the relevant departments and personnel to avoid any "disruption" and "disconnection".（5）先化解對(duì)方的怒意(5) Ease the customer's anger first誠(chéng)心誠(chéng)意地道歉定是處理抱怨時(shí)最先要做到的事。接著，采取低姿態(tài)，以附和的口氣聆聽(tīng)對(duì)方的說(shuō)詞。在顧客怒氣已渠泄（說(shuō)夠了）之后，你再迅速整理他抱怨的重點(diǎn)，并且予以確認(rèn)。最后探究原因，做適當(dāng)?shù)奶幚怼?/div>Sincere apologies are the first things you must do. Then, take a low profile and listen to the customer with a pleasing attitude. After the customer has let out is anger (by complaining), summarize the key points of the customer's complaint and confirm. Finally, explore the reasons and handle properly.（6）顧客抱怨的原因，不外乎下列數(shù)種(6) The following are the most common reasons for customer complaints:公司的錯(cuò)誤（例如，商品有缺陷）。導(dǎo)購(gòu)員說(shuō)明不夠。顧客的錯(cuò)誤（例如，操作順序有誤）。顧客的誤解（例如，聽(tīng)錯(cuò)了推銷(xiāo)員的說(shuō)明）。發(fā)生意外事故（例如，運(yùn)送途中的事故）。The company's error (e.g., commodity defects); Insufficient introduction by the purchase guide; Customer's error (for example, wrong operation sequence). Customer's misunderstandings (e.g., of the description of the purchase guide). Accidents (e.g., accidents in transit).不管原因如何，你要誠(chéng)心誠(chéng)意的解釋?zhuān)ㄇ心饔谧h論，或是辯解。）抱怨只要處理得當(dāng)，顧客反而會(huì)支持你。你要記住這個(gè)事實(shí)。Whatever the reason is, you must sincerely explain (and avoid indulging in argument or justification). On the contrary, the customer will support you if the complain is handled properly. You have to remember that fact.（7）處理的速度要快(7) Handle very effectively立刻處理，這是化解抱怨帶來(lái)的糾紛最好的利器。例如，原因在商品的缺陷，你卻對(duì)顧客說(shuō)：“由于周末下午不上班，緊接著又是星期天，所以，我們?cè)谙滦瞧谝恢形缫郧�，再把新貨送到府�?hellip;…”。Immediate action is very important in resolving disputes due to customer complaints. For example, the complaint is caused by product defects, but you say, "We do not work on Saturday and Sunday. So we will deliver the new product to your home before noon next Monday."如果你是顧客，將做何感想？你一定會(huì)想：“還要拖到星期一？只考慮到自己的情況，一點(diǎn)也不為顧客著想。這種公司的商品，以后還買(mǎi)才怪呢！”要是你在當(dāng)天就急急忙忙、滿(mǎn)身大汗地把新貨送到他的家，那種效果與前者相比，可就有天地之別了。How would you feel if you were the customer? You must be thinking: "Damn, I have to wait till Monday. They only think about themselves and never care about the customers. Pigs would fly if I bought their products again. If you deliver the product to the customer's home very efficiently that day, there will be great difference, compared to the above practice.5.10客戶(hù)抱怨從何而來(lái)？為何會(huì)有此種抱怨？5.10 Why do customers complain? Why is there such a complaint?（1）當(dāng)客戶(hù)不滿(mǎn)意時(shí)：(1) When customers are not satisfied:-- 4%的客戶(hù)會(huì)說(shuō)出來(lái)。- 4% of the customers will directly express their dissatisfaction;-- 96%的客戶(hù)會(huì)默默離開(kāi)。- 96% of the customers will leave in silence;-- 90%的客戶(hù)會(huì)永遠(yuǎn)也不買(mǎi)這個(gè)品牌或關(guān)注這家商場(chǎng)，這些不滿(mǎn)的客戶(hù)會(huì)把這種不滿(mǎn)傳遞給8-12個(gè)客戶(hù)。這8-12個(gè)客戶(hù)還會(huì)把這個(gè)信息傳遞給20個(gè)人。- 90% of the customers will never buy this brand or care about the store any more, and such satisfied customers will pass their dissatisfaction to 8-12 other customers, who will pass the messages of dissatisfaction on to 20 people.-- 在店鋪商場(chǎng)吸引一個(gè)新客戶(hù)的難度是留住以往老客戶(hù)的6倍。- The difficulty of attracting a new customer at the store is six times that of retaining an old customer.（2）客戶(hù)不滿(mǎn)意什么？(2) What are the customers not satisfied with?-- 客戶(hù)期望=朋友的口碑+服務(wù)承諾+客戶(hù)需求- Customer expectations = praise among friends + service commitment + customer demand-- 實(shí)際服務(wù)=高品質(zhì)的商品+服務(wù)承諾+規(guī)范化作業(yè)- Actual services = high quality goods + service commitment + standard practice-- 實(shí)際提供的服務(wù)>客戶(hù)的希望----客戶(hù)很滿(mǎn)意- Services actually provided > Customer's expectation - Customer's great satisfaction-- 實(shí)際提供的服務(wù)=客戶(hù)的期望----客戶(hù)基本滿(mǎn)意- Services actually provided = Customer's expectation - Customer's satisfaction-- 實(shí)際提供的服務(wù)<客戶(hù)的期望----客戶(hù)會(huì)不滿(mǎn)意- Services actually provided < Customer's expectation - Customer's dissatisfaction（3）客戶(hù)在抱怨時(shí)想得到什么？(3) What does the customer want when complaining?-- 希望得到認(rèn)真的對(duì)待- Hope to be taken seriously-- 希望有人聆聽(tīng)- Hope to be listened to respectfully-- 希望有反應(yīng)，有行動(dòng)- Hope to be responded to with actions-- 希望得到補(bǔ)償- Hope to be compensated-- 希望被認(rèn)同，被尊重- Hope to be recognized and respected（4）當(dāng)抱怨未得到正確的處理時(shí)客戶(hù)本身(4) When a customer complaint is not handled properly, the customer will-- 心中產(chǎn)生不良影響- Have a bad impression-- 不再購(gòu)買(mǎi)- Never buy-- 不再向人推薦- No longer recommended to others-- 進(jìn)行非常負(fù)面的宣傳- Comment adversely5.11面對(duì)客戶(hù)的禁忌用語(yǔ)5.11 Taboo in the face of customers(1)、你自己看吧！！(1) Take a look yourself!(2)、不可能出現(xiàn)這種問(wèn)題！(2) This problem is not likely to occur!(3)、“這肯定不是我們的原因！”(3) "It is certainly not a problem of our product! "(4)、“我不知道。”(4) "I do not know."(5)、“你要的這種沒(méi)有。”(5) "The product is not available."(6)、“這么簡(jiǎn)單的東西你也不明白。”(6) "Why don't you understand such simple things."(7)、“我只負(fù)責(zé)這個(gè)，不負(fù)責(zé)其它的。”(7) "I'm only responsible for this but not for any other."(8)、“這些產(chǎn)品都差不多，沒(méi)什么可比性的。”(8) "These products are similar, there is nothing comparable."(9)、“想好沒(méi)有，想好了就趕快交錢(qián)吧。”(9) "Make payment if you have decided."(10)、“別人用得挺好的呀！”(10) "Others are using without problems!"(11)、“我們沒(méi)有發(fā)現(xiàn)這個(gè)毛病呀。”(11) "We haven't found this problem."(12)、“你先聽(tīng)我解釋。”(12) "Let me explain first.”(13)、“你怎么這樣講話(huà)的？”(13) "How can you talk like that? ”(14)、“你相不相信我？”(14) "Do you believe me?"商場(chǎng)如戰(zhàn)場(chǎng)，你就是戰(zhàn)場(chǎng)上永往直前的戰(zhàn)士，真正的銷(xiāo)售是真槍實(shí)彈的較量，一個(gè)優(yōu)秀的戰(zhàn)士一定是在槍林彈雨中成長(zhǎng)的，在刀光劍影中成熟。Business world is like a battle field, and you are a brave soldier fight forward in a battle. An excellent purchase guide must be a person growing in a hail of bullets and becoming mature in the middle of swords and knives.理論知識(shí)固然重要，但把知識(shí)運(yùn)用到實(shí)際工作上更是關(guān)鍵， 以上的文字各位也看過(guò)了，相信一定從中汲取了不少氧分，現(xiàn)在讓我們把這些知識(shí)重新溫顧一遍吧，Theoretical knowledge is important, but the application of knowledge to practical work is the key. Now we have talked a lot above, and I believe that you must have learned a lot. Now, let's go over the knowledge again.就讓我們盡心盡力、孜孜不倦地學(xué)習(xí)，在前進(jìn)中體味工作的快樂(lè)，在學(xué)習(xí)中完善自我，不斷成長(zhǎng)，讓自己成為最出色、最快樂(lè)的斯林百蘭床墊銷(xiāo)售專(zhuān)家。Let us make all-out efforts, learn diligently, enjoy the happiness of work while progressing, and improve ourselves and become mature in learning, to make ourselves the best and happiest sales specialists of Slumberland mattresses.提升篇Enhancement6.0終端導(dǎo)購(gòu)應(yīng)具備的心理素質(zhì)6.0 Mental qualities of terminal purchase guides關(guān)于心態(tài)About mentality你對(duì)于促銷(xiāo)工作的態(tài)度Your attitude toward your work as a purchase guide提問(wèn) 評(píng)分01.向顧客介紹商品和提供服務(wù)時(shí)，沒(méi)有大的心理負(fù)擔(dān)。02.毫無(wú)顧及地對(duì)朋友說(shuō)促銷(xiāo)導(dǎo)購(gòu)是我的職業(yè)。03.我熱衷于促銷(xiāo)導(dǎo)購(gòu)工作。04.促銷(xiāo)導(dǎo)購(gòu)工作使我勇于接受挑戰(zhàn)。05.認(rèn)為促銷(xiāo)導(dǎo)購(gòu)工作也是一種專(zhuān)職。06.無(wú)論顧客的年齡、外貌、態(tài)度如何，都能以積極的主動(dòng)接近，并保持良好的態(tài)度。07.即使在心情不太好的時(shí)候，也仍能保持對(duì)顧客笑臉相迎。08.即使顧客故意刁難，我也不介意。09.認(rèn)為為顧客解決困難（即使不在我的工作范圍內(nèi)），是件愉快的事。10．遵守公司及商場(chǎng)的有關(guān)管理制度Question Score01. I don't feel great mental burden when introducing the products and services to customers.02. I will talk about my career as a purchase guide to my friend without feeling any humiliation.03. I am keen to work as a purchase guide.04. The work as a purchase guide provides me with the courage to face challenges.05. I believe that the job as a purchase guide is a full-time job.06. I will approach to the customers with a good attitude, regardless of the customers' age, appearance, and attitude.07. Even in a bad mood, I will greet the customers with a smiling face.08. Even if the customer deliberately make things difficult, I do not mind.09. I believe that it is a pleasant job to solve customers' problems (even if not within the scope of my work).10. I am in compliance with the relevant management rules of the Company and the Mall.得分：Score:評(píng)估原則：Assessment standard:45以上，你已經(jīng)對(duì)于你的工作有了深入的理解并熱衷于它，能很好的完成它。45 or higher: You already have a deep understanding of and passion for your work, and can complete it excellently.40—44分，你對(duì)于自己的工作有較正確的認(rèn)識(shí)，能較好地完成它，是一名較為優(yōu)秀的促銷(xiāo)員，但仍有可改進(jìn)之處。40-44 points: You have a correct understanding of your work and can do it well. You are a relatively good promoter, but there is still room for improvement.35—39分，你對(duì)自己的工作有基本正確的認(rèn)識(shí)，是一名基本合格的促銷(xiāo)員，還有許多你應(yīng)該學(xué)習(xí)的地方。35-39 points: You have a basically correct understanding of your work, you are a basically qualified promoter, but there are still many things for you to learn.30—34分，你對(duì)自己的工作認(rèn)識(shí)不足，不能以正確的態(tài)度來(lái)對(duì)待工作，你需要改進(jìn)自己的工作態(tài)度和工作作風(fēng)，并以一個(gè)合格的促銷(xiāo)員的標(biāo)準(zhǔn)來(lái)要求自己。30-34 points: You don't fully understand your work, and cannot treat your work with the right attitude. You need to improve your attitude toward your work and improve yourself to become a qualified promoter.30分以下，你對(duì)自己所從事的工作不滿(mǎn)，若不改變你的工作態(tài)度，你將失去這份工作。30 points or lower: You are dissatisfied with your work, and you will become unemployed if you fail to change your attitude.《討論》"Discussion"Q1：我這份工作給我?guī)?lái)了哪些好處與快樂(lè)？Q1: What are the benefits and happiness my job brought me ?Q2：我的工作態(tài)度如何？有哪些需要改進(jìn)的地方？Q2: How do I look at my work? What needs improvement?6.1保持自己良好的心態(tài)6.1 Maintain a good state of mind銷(xiāo)售人員每天要面對(duì)形形色色的人，日復(fù)一日的工作環(huán)境，還要背負(fù)一定的銷(xiāo)量。面對(duì)這樣一份壓力不小的工作，一個(gè)銷(xiāo)售人員的心態(tài)對(duì)他的銷(xiāo)售工作起了關(guān)鍵作用。A Purchase guide has to face all kinds of people day after day, and has to achieve certain sales target in such working environment. For a purchase guide faced with such great pressure, a good state of mind plays a key role in the sales.當(dāng)銷(xiāo)售遇到困難時(shí)，應(yīng)如何消除障礙性因素，以積極的心態(tài)順利地展開(kāi)銷(xiāo)售工作呢？How do you solve the difficulties and eliminate the obstacles in your work and carry out your sales work successfully?不妨嘗試一下以下方法：You may try the following methods:（1）每天給自己制定一個(gè)目標(biāo)，無(wú)論放棄其他什么事情，都要達(dá)成這個(gè)目的。(1) Set yourself a goal every day, and try to achieve this goal whatever you have to give up.——— 有成功就會(huì)有動(dòng)力- Success is the mother of success.（2）做每件工作時(shí)，都給自己限定一個(gè)時(shí)間限度，從而更有效得集中精力去完成某項(xiàng)工作。(2) Set a time limit for each job, so you can concentrate more effectively to accomplish a task.———緊迫感促使高效- Urgency promotes efficiency（3）想象成功的場(chǎng)景，為自己打氣。(3) Imagine a scene of success and encourage yourself.——— 美好的事物總令人心情愉悅- Good things will always please you（4）和自己打賭，當(dāng)一天結(jié)束前，你完成了你必須完成的工作時(shí)，適當(dāng)給自己獎(jiǎng)勵(lì)。 ——— 自己必須先肯定自己(4) Make a bet with yourself, and provide yourself with an appropriate reward if you have completed your task before the end of the day. - Believe in yourself first（5）不要滿(mǎn)足自己當(dāng)前的業(yè)績(jī)，不斷嘗試超越自己。(5) Do not be satisfied with your current performance, constantly try to surpass yourself.——— 更高的目標(biāo)帶來(lái)更多熱情-Higher goals bring more passion（6）遇到挫折時(shí)告訴自己：每個(gè)成功人士都有過(guò)失敗的經(jīng)歷，這是一件很正常的事情。(6) When you are discouraged, tell yourself that every successful person has been through failures, which is a normal thing.——— 失敗乃成功之母- Failure is the mother of success抱著積極的心態(tài)去面對(duì)和欣賞某一事物，你就會(huì)得到很多意想不到的收獲和想法。各位銷(xiāo)售顧問(wèn)，請(qǐng)作自己心態(tài)的主人吧！Face and appreciate certain things with a positive attitude, and you'll be rewarded with a lot of surprises and ideas. Dear purchase guides, please be the master of your own state of mind!6.2自信的銷(xiāo)售最受客戶(hù)青睞6.2 Confident Sales Are Most Favored by Customers門(mén)店銷(xiāo)售顧問(wèn)只有對(duì)自己充滿(mǎn)信心、對(duì)自己所在的公司以及產(chǎn)品充滿(mǎn)信心，才會(huì)在銷(xiāo)售工作中積極地爭(zhēng)取、執(zhí)著地奮斗、勇敢地面對(duì)，充滿(mǎn)無(wú)盡的激情和動(dòng)力。Only Store PGs full of confidence with themselves and their company and products can actively strive for success, persistently struggle in difficulties, bravely face challenges, and be full of endless passion and motivation.1）2） 自信是積極向上的產(chǎn)物，也是一種積極向上的力量。自己是銷(xiāo)售人員所必須具備的，也是最不可缺少的一種氣質(zhì)。那么如何才能表現(xiàn)出你的自信呢？3） Self-confidence is a product of enthusiasm and passion, and is a positive force. It is not only necessary but also indispensable to every purchase guide. So how can show your confidence?4）5） 自信流露于你的外表。衣著得體、昂首挺胸、笑容可掬、禮貌周到，這些都會(huì)讓你的客戶(hù)對(duì)你產(chǎn)生好感。6） Confidence is revealed in your appearance. With proper dressing, confident posture, gentle smile, polite courtesy, etc., your customer will take a liking for you.7）8） 面對(duì)拒絕，更要堅(jiān)定自信。很多時(shí)候，但銷(xiāo)售熱情地對(duì)面我們的客戶(hù)，卻遭到客戶(hù)的冷言冷語(yǔ)。這是，你一定要沉住氣。因?yàn)槟愕目蛻?hù)一旦發(fā)現(xiàn)你信心不足，也不會(huì)對(duì)你的商品有好感了。9） Be more assertive in the face of rejection. On many occasions, purchase guides are enthusiastically helping the customers, but are treated with sarcasm. At this moment, you have to be calm and confident. Because your customer will not be interested in your products if he/she finds that you are not confident enough.10）11） 把握好自信的尺度。過(guò)分謙遜，顯得有些懦弱。過(guò)分強(qiáng)勢(shì)，又顯得有些高傲。一定要拿捏好自信的度。12） Be confident to a proper degree. Excessive modesty will make you look a bit cowardly. Obvious aggressiveness will show your arrogance. So you have to show a proper degree of confidence.13）14） 無(wú)論何時(shí)，遇到任何事情，都要保持積極必勝的信念。唯有這樣，才能支持你走過(guò)漫長(zhǎng)的銷(xiāo)售生涯，直到最后取得成功。記住，你要成為公司的第一名！15） Believe that you will succeed in anything in any case. Only with such a belief will you be persistent enough to move on in your sales career until final success. Remember, you have to become the best in the Company!6.3客戶(hù)類(lèi)型分析6.3 Analysis of the Types of Customers一、二、 顧客購(gòu)買(mǎi)行為分析---知己知彼，百戰(zhàn)百勝：三、 Analysis of customers' purchasing behavior - Know your rival and you will beat him:注意觀察Observe一見(jiàn)并非馬上鐘情，但能引起顧客注意就是一個(gè)好的開(kāi)始，不管是品牌、款型、演示效果、POP、價(jià)格、還是促銷(xiāo)活動(dòng)等，都能讓顧客為你駐足停留，這無(wú)論是對(duì)顧客的購(gòu)買(mǎi)還是我們的銷(xiāo)售，都邁出了重要的一步。Maybe the customer is not interest in the product at first sight, but it is a good start if the customer pays even a little attention. Freezing the customer's steps with a brand, a pattern, demonstration, POP, prices, or promotion event, etc., will be a great step forward not only for the customer's purchasing activities but also for our sales.產(chǎn)生興趣Become interested正如愛(ài)迪生的偉大發(fā)明，興趣是動(dòng)力的基礎(chǔ)。顧客對(duì)某款床墊的款式、特點(diǎn)、價(jià)格、外形等信息產(chǎn)生了興趣，那么進(jìn)一步的了解和認(rèn)識(shí)也就開(kāi)始了。Just for Edison's great invention, the power of interest is the foundation. Further understanding and contact has started if the customer becomes interested in the style, features, price, or appearance, etc., of the mattress.產(chǎn)生聯(lián)想Associate愛(ài)去肯德基、麥當(dāng)勞，是因?yàn)槟抢锟傆凶屓寺?lián)想到美味的雞腿漢堡和雞塊。顧客對(duì)斯林百蘭的某產(chǎn)品產(chǎn)生濃厚興趣時(shí)，會(huì)通過(guò)該產(chǎn)品的功能產(chǎn)生一種“如果我買(mǎi)了這款產(chǎn)品，我們家將變的或我和我的愛(ài)人將如何如何。。。。。。”的利益聯(lián)想；例如：對(duì)“斯林百蘭”品牌有興趣時(shí)，會(huì)聯(lián)想到“如果我這張床墊/套床，新家就會(huì)錦上添花，寶寶不哭不鬧，老公的心情一定不錯(cuò)！”People love to go to KFC, McDonald's, etc., because such places are associated with delicious chicken burgers and chicken nuggets. When customers have keen interest in Slumberland's products, the features of this product will be associated with their families and think, "If I buy this product, my family will..." For example, if the customer is interested in the "Slumberland" brand, she will imagine, "If I buy this mattress/bed set, my home will be more beautiful, my kids will be more happy at home, and my husband will be more happy!"觸摸欲望Desire to touch雞腿漢堡的美味，光靠想象不能解決問(wèn)題。聯(lián)想之后，顧客會(huì)由于喜歡而產(chǎn)生占有的欲望。所以邀請(qǐng)?jiān)囁霸囁瘯r(shí)間的長(zhǎng)短將是關(guān)鍵The desire for delicious chicken burger cannot be satisfied only with imagination. The association will stir the customer's desire to possess. So the request for trying and the length of time of trying will be the key.比較權(quán)衡Compare and weigh雞腿漢堡雖然美味，可為什么非要去肯德基、麥當(dāng)勞吃呢？有了欲望，顧客會(huì)通過(guò)再次觀察、了解或回憶，對(duì)同類(lèi)產(chǎn)品進(jìn)行綜合性比較和權(quán)衡，這才是顧客決定購(gòu)買(mǎi)與否的關(guān)鍵性階段！Although chicken burger is delicious, there must be reasons to enjoy it at KFC or McDonald's. With the desire, the customer will pass again observe, understand or recall of a comprehensive comparison of similar products and trade-offs, this is the customer's decision to buy or not crucial stage!產(chǎn)生信心Become confident彼此有好感或許只能成就一場(chǎng)戀愛(ài)，相互有信心才會(huì)有幸福的婚姻。在比較權(quán)衡后，顧客往往要征詢(xún)自己的“參謀人員”或銷(xiāo)售人員的意見(jiàn)，尤其是質(zhì)量保證和售后服務(wù)保證，在得到滿(mǎn)意的答復(fù)或自己認(rèn)真比較篩選后，才會(huì)真正做出決定購(gòu)買(mǎi)與否。Attraction is the basis for love, and trust is indispensible for a happy marriage. After comparing and weighing, customers tend to seek opinions of their "consultants" or purchase guides. Especially when involved with quality assurance and after-sales services, customers will decide to buy only after they have been provided with the satisfactory answers and careful comparisons.決定行動(dòng)Decided to act一切先決條件都已成熟，在信心的指導(dǎo)下，顧客完成了最后的選擇，購(gòu)買(mǎi)最終實(shí)現(xiàn)。Customers will make the final decisions to buy when all their expectations are satisfied and are assured.滿(mǎn)意而歸Return with satisfaction終于購(gòu)買(mǎi)到自己喜歡的物品，其間還自始至終享受到的完美服務(wù)，顧客自然感到滿(mǎn)意，于是就有了再次購(gòu)買(mǎi)或介紹購(gòu)買(mǎi)的可能性。Having finally bought their after enjoying perfect services throughout the whole process of purchase, the customers will be satisfied naturally, and there will be possibility of buying or introduction again.以上的方法你學(xué)會(huì)了嗎？光有這些還不夠，還需要——良好心態(tài)，必備素質(zhì)：Have you mastered the above methods? But the above is not enough, and you need to do anything with a good attitude, which is an essential quality.方法固然重要，態(tài)度卻是根本，快樂(lè)是工作的原動(dòng)力，快樂(lè)會(huì)讓你更努力，成功銷(xiāo)售從磨煉心智開(kāi)始。Methods are important, but attitude is the foundation and happiness is the impetus for work. With happiness, you will work even harder, and your successful sales must start from cultivating happiness.《討論》"Discussion"Q1“對(duì)付”顧客帶來(lái)的“參謀”，你有把握嗎？Q1: Are you sure you can handle the "consultant" accompanying the customer?好不容易說(shuō)服了顧客，有時(shí)又會(huì)遇到顧客帶來(lái)的“參謀人員”惡性干擾，如發(fā)表出“斯林百蘭不好，××的牌子更好”等意見(jiàn)，這可不得了，不但顧客的信心會(huì)因此動(dòng)搖，甚至可能使顧客當(dāng)場(chǎng)離你而去。此時(shí)你可要沉住氣，不能對(duì)“參謀人員”發(fā)火，也不要消極對(duì)待，正確的方法是：After you have finally convinced the customer, you may have to face the "consultant" who is saying something which may be adverse to the conclusion of the deal. For example, "Slumberland is not as good as...". Such comments might have the customer change his/her mind, and even directly walk away from you. In this case, you have to have yourself well controlled. Do not be angry with the "consultant" or treat him/her with a negative attitude. The following are some suggestions for handling such cases.應(yīng)變方法：Approach to handle such cases: 對(duì)參謀人員說(shuō)：我知道你是出于好意來(lái)幫助他（指顧客），但是說(shuō)斯林百蘭不如××牌子的好，是不是有恰當(dāng)?shù)睦碛赡�？如果因�(yàn)椴涣私舛鴮?dǎo)致幫倒忙，就不合適了。然后針對(duì)對(duì)方的說(shuō)法，用適當(dāng)?shù)姆绞竭M(jìn)行說(shuō)服。 Tell the "consultant", "I know that you are out of kindness. But do you have the appropriate reasons if you say 'Slumberland is not as good as...' If your help is based on lack of proper knowledge, it will be inappropriate." Then try to persuade the "consultant" in ways appropriate for his/her argument. 對(duì)顧客說(shuō)：我知道他（參謀人員）是想幫你選更合適的產(chǎn)品，但如果因?yàn)檎`解或?qū)η闆r不夠了解而提出錯(cuò)誤的建議，反而不好。然后繼續(xù)引導(dǎo)顧客了解斯林百蘭的產(chǎn)品情況。 Then tell the customer, "I know that he/she is trying to help you choose a more suitable product. But the advice will not be favorable if it is due to misunderstanding or lack of knowledge of our products. And then introduce Slumberland products to the customer and the "consultant". 對(duì)參謀人員說(shuō)：你認(rèn)為斯林百蘭的床墊不好，一定有你的原因，請(qǐng)你將原因告訴我，以便我向公司反應(yīng)，然后聽(tīng)取他的意見(jiàn)，采取相應(yīng)的說(shuō)服方法來(lái)化解干擾。 As to the "consultant", ask him/her the reasons for saying that Slumberland is not as good so as to report to the Company, and seek his/her opinions and try to resolve his/her interference with the deal in appropriate ways.6.4黃金12法6.4 Twelve gold ways黃金12法---帶你踏上成功之路執(zhí)著進(jìn)取 我們是最棒的，我們手里的產(chǎn)品是最出色的，我們將是顧客最佳的選擇，每一天我們都會(huì)更努力；心態(tài)積極 今天我們可能賣(mài)得并不好，但這并不意味著明天我們就沒(méi)有雙倍的顧客，無(wú)論怎么樣，我們都要堅(jiān)持，因?yàn)槌晒驮谟诿恳环莸膱?jiān)持；目標(biāo)明確 要先想清楚，我們做銷(xiāo)售到底是為什么，只有方向正確，你才能走的更遠(yuǎn)；親切友善 時(shí)刻保持笑容去面對(duì)每個(gè)人，是成功銷(xiāo)售的第一步，把顧客想象成你的家人；自信心 不要懷疑自己，你一定能行，對(duì)自己有信心，才能走向成功；善待挫折 每個(gè)人難免會(huì)有失敗的時(shí)候，但只要你不倒下，就沒(méi)有人可以擊倒你；善于學(xué)習(xí) 不斷總結(jié)別人和自己的經(jīng)驗(yàn)才能不斷前進(jìn)；思考周密 三思而后行，讓思想走在行動(dòng)前面，思考的越周密，犯錯(cuò)誤也就越少；創(chuàng)造性 不妨換個(gè)角度去看問(wèn)題，新的方法往往會(huì)帶來(lái)新的東西，很多時(shí)候機(jī)會(huì)是自己創(chuàng)造的；判斷力 在做任何一件事之前，都要有個(gè)清淅的判斷，眼光看得準(zhǔn)，才會(huì)走得遠(yuǎn)；控制情緒 小心控制自己的情緒，對(duì)人、對(duì)己都有好處；誠(chéng)信待客 以誠(chéng)待客，才能贏得客戶(hù)心；真誠(chéng)待客2原則----尊重顧客，就是尊重自己顧客第一 在任何時(shí)候，都把自己當(dāng)成顧客，設(shè)身處地為顧客著想；顧客是對(duì)的 顧客是會(huì)犯錯(cuò)的，但那不是粗暴對(duì)待的理由，不讓顧客受委曲是我們的職責(zé)；Twelve gold ways - The ways to your success Perseverance We are the best, our products are the best, and we will be the best choices for customers. So we will exert more efforts every day;Positive attitude Maybe we do not sell well today, but this does not mean that we won't have more customers tomorrow. No matter how, we must adhere to our targets, because success lies in adhering.Specific goals First make it clear what we are working for as purchase guides, as we can achieve more only in the right direction.Amicability Always keep a smile in front of every customer just as they are our families, which is the first step in successful sales.Self-confidence Do not doubt yourself, and believe that you can always do it. Only with confidence can you achieve your success.Standing up to setbacks Failure is inevitable to everyone, but no one can beat you as long as you face setbacks bravely.Constant learning We can continue moving forward only when we can constantly sum up experience of others and our own abilities;Careful thinking Think everything twice, and never act before thinking carefully. The more carefully you think, the fewer mistakes you will make.Creativity Look at the problems from different aspects and in new methods, and you will find yourself more opportunities.Judgment Clear judgment must precede every act, as only exact vision will lead you further.Control of emotions Careful control of our emotions is good for both ourselves and others.Sincerity Only with sincere hospitality can we win customers.Two principles of sincerity to customers - Respect for customers is respect for yourselfCustomers first Think of yourself as the customer at any time and put yourself in the place of the customer;Customers are right The customers will make mistakes, but that is not justification for you rudeness. We must try not to blame the customers for anything.6.5要學(xué)會(huì)控制好自己的情緒6.5 Learn to control your emotions經(jīng)常聽(tīng)到很多銷(xiāo)售人員抱怨：自己掙得不多，做得卻不少，還要兩頭受氣。在公司被經(jīng)理罵，到客戶(hù)那還要忍氣吞聲，這種活真是干不下去了。Many purchase guides often complain that they are not earning much but have to suffer a lot from both the management and customers, scolding by the managers by the managers and tolerance of various customers, which make it hard to survive for them.但是想要成為為一名成功的銷(xiāo)售人員，就必須練就“好脾氣”。如果一個(gè)銷(xiāo)售人員身上有壞脾氣，往往會(huì)葬送自己的前程和事業(yè)，因?yàn)槟愕目蛻?hù)是絕對(duì)不會(huì)一味忍讓和服從你的。相反，好脾氣的銷(xiāo)售人員卻能創(chuàng)造出好的業(yè)績(jī)。But if you want to become successful as a purchase guide, you must train a "good temper." A bad temper often ruins your future and career as a purchase guide because your customers will never blindly show patience and obedience to you. On the contrary, good-natured purchase guides are able to achieve good performances.以下是你需要控制和客服的幾種情緒：The following are some emotions you need to control and overcome:（1）恐懼。對(duì)面失敗的經(jīng)歷或?qū)擂蔚木置娑紩?huì)讓人恐懼，特別是銷(xiāo)售新人。造成恐懼的原因往往是因?yàn)殇N(xiāo)售人員缺乏經(jīng)驗(yàn)或信心，要克服這一弱點(diǎn)，必須加強(qiáng)心理素質(zhì)，累積銷(xiāo)售技巧。(1) Fear Everyone will show fear after experience of failure or embarrassment, especially newcomers. For purchase guides, fear is often caused by lack of sales experience or confidence, and must be overcome by higher level of confidence and improving our sales skills.（2）憤怒。做銷(xiāo)售工作，被拒絕是家常便飯，有時(shí)還要遭受客戶(hù)的侮辱。這個(gè)時(shí)候，你一定要保持冷靜。一旦由于你的發(fā)怒傷害到對(duì)方的尊嚴(yán)，那么你將失去你的客戶(hù)。(2) Anger As purchase guides, we are often rejected and even insulted by customers. You must remain calm on such occasions, as you will lose customers once your anger damages their dignity.（3）猜疑。猜疑往往會(huì)失去客戶(hù)，作為銷(xiāo)售人員，一定要保持好與客戶(hù)的良好溝通，不要造成不必要的誤會(huì)。(3) Suspicion. Your suspicion will keep customers away. So as purchase guides, we must keep in good contact and communications with customers and try not to cause unnecessary misunderstanding.（4）焦慮。一名銷(xiāo)售人員一旦有了焦慮的情緒，那么他在客戶(hù)面前的表現(xiàn)一定是不自信的。如果客戶(hù)看到了不自信的你，那么也一定無(wú)法認(rèn)可你的產(chǎn)品。(4) Anxiety. Once a purchase guide has anxiety, he/she will show lack of confidence in front of customers. And your lack of confidence will result in the customers' rejection of your customers.生活中，每個(gè)人都有七情六欲，更何況終端的銷(xiāo)售人員。想要練就好脾氣，必須加強(qiáng)個(gè)人修養(yǎng)，開(kāi)闊胸懷，不為區(qū)區(qū)小事斤斤計(jì)較。加油！好脾氣的你，一定會(huì)有好的收獲。Everyone has different emotions in life, not to mention purchase guides of terminals. In order to train your good temper, you must improve your personal accomplishment and generosity, and ignore the trivial things. Try your best, and you will achieve a lot with your good temper.實(shí)戰(zhàn)篇Daily Jobs7.0損耗管理7.0 Loss Management精明商家都明白一個(gè)道理，賣(mài)出100元的商品，未必有10元的利潤(rùn)，但被偷100元的商品，損失的是百分之百的利潤(rùn)，因此防損理念自然被商家接受認(rèn)同。更是我們銷(xiāo)售顧問(wèn)日常要關(guān)心的話(huà)題。在美國(guó)無(wú)論是幾十平米的雜貨店或是倉(cāng)儲(chǔ)式超市都安裝EAS系統(tǒng)，因?yàn)樗麄円颜J(rèn)識(shí)到安裝EAS，不僅是一種防范手段，更是一種全新的經(jīng)營(yíng)理念。Savvy businesses understand the fact that the sales of 100 Yuan of goods may not necessarily result in profit of 10 Yuan, while 100 Yuan of goods stolen is loss of one hundred percent of profit. Therefore, loss prevention philosophy is naturally accepted by businesses. It is also a topic of our daily concern of us purchase guides. In the United States, both grocery stores of dozens of square meters and warehouse-style supermarkets are equipped with EAS systems, because they have realized that EAS is not only a means of prevention but also a brand-new management concept.由于目前的賣(mài)場(chǎng)的同質(zhì)競(jìng)爭(zhēng)激烈且價(jià)位更低，故損耗的高低直接影響利潤(rùn)，往往每個(gè)單位商品的損耗需要幾個(gè)甚至更多單位商品的銷(xiāo)售才能彌補(bǔ)，損耗通常是由于：Due to fierce homogeneous competition between current stores and lower prices, the level of loss will directly affect profits, and the loss per product will be covered by sales of several or even dozens of products. Loss is usually due to:1）2） 收貨環(huán)節(jié)的錯(cuò)誤3） Errors in the delivery link4）5） 貨物條碼貼錯(cuò)6） Wrong attachment of product barcodes7）8） 不合乎程序的變價(jià)9） Price alteration in violation of the procedure10）11） 商品變質(zhì)、破損等管理因素12） Management factors such as deterioration, damage, etc.13）14） 作業(yè)不當(dāng)15） Improper operation16）17） 偷盜18） Stealing產(chǎn)品到達(dá)終端后，銷(xiāo)售顧問(wèn)需認(rèn)真驗(yàn)收產(chǎn)品質(zhì)量，并及時(shí)向銷(xiāo)售主管反饋產(chǎn)品的質(zhì)量信息，有特別損耗須及時(shí)告知客戶(hù)或銷(xiāo)售；After the products reach the terminals, the purchase guide shall carefully inspect the quality of the products, and deliver a report of product quality information to sales manager in a timely manner, and inform the customers or the sales department of the special loss, if any, in a timely manner.銷(xiāo)售顧問(wèn)與送貨員按送貨單對(duì)照清點(diǎn)、核對(duì)，以確保實(shí)物與單據(jù)相符；如有誤差需第一時(shí)間及時(shí)向上級(jí)主管報(bào)告；The purchase guide and the deliver should check and count the products according to the delivery receipt to ensure that the products received are consistent with the receipt, and report to the superior in a timely manner if there is any error.銷(xiāo)售顧問(wèn)收驗(yàn)貨簽字確認(rèn)后，根據(jù)貨品的特點(diǎn)，負(fù)責(zé)對(duì)貨品按要求進(jìn)行合理存儲(chǔ)；After confirmation of the delivery by signing on the receipt, the purchase guide shall store the products in a reasonable manner according to the storage requirements.銷(xiāo)售顧問(wèn)應(yīng)對(duì)貨品的安全負(fù)責(zé)，防止貨品被盜或丟失；The purchase guide shall be responsible for the safety of the products, and prevent theft or loss of the products.銷(xiāo)售顧問(wèn)應(yīng)對(duì)每日備貨量負(fù)責(zé)，防止因要貨計(jì)劃不合理造成貨品損耗過(guò)大；The purchase guide shall be responsible for daily amount of stock, and shall try to avoid excessive loss of the products caused by unreasonable product requests.7.1盤(pán)點(diǎn)流程7.1 Inventory Process一、盤(pán)點(diǎn)目的：I. Purpose of inventory:控制存貨，指導(dǎo)正常經(jīng)營(yíng)業(yè)務(wù)；掌握損益，以便真實(shí)的反映存貨情況，控制存貨成本，保證存貨安全完整，亡羊補(bǔ)牢并早采取防漏措施。Inventory has to be made to control the inventory, guide the normal business operations, be informed of the profit and loss, so as to reflect the real conditions of the inventory and control the inventory costs to ensure the safety and integrity of the inventory and provide basis for remedial and preventive measures in a timely manner.二、盤(pán)點(diǎn)準(zhǔn)備II. Preparations for inventory1.2. 確定盤(pán)點(diǎn)日期（通常在月末提前三天以上進(jìn)行）及盤(pán)存時(shí)段（通常在營(yíng)業(yè)結(jié)束后，或分時(shí)段分區(qū)實(shí)施）。3. Specify the inventory date (usually more than three days in advance at the end of the month) and the inventory period (usually after the close of business, or in different stages);4.5. 組織、確定盤(pán)點(diǎn)人員，做到分區(qū)到人、責(zé)任到人（合理搭配，通常兩人為一組）。6. Organize and specify the inventory personnel, ensure that specific persons are responsible for specific areas and tasks (based on reasonable collocation, usually in groups of two);7.8. 明確盤(pán)存順序和總負(fù)責(zé)，制定盤(pán)存紀(jì)律。9. Specify the inventory order and the manager, and develop inventory discipline;10.11. 準(zhǔn)備盤(pán)存表、復(fù)寫(xiě)紙、硬夾板、計(jì)算器、筆等盤(pán)存必備文具工具。12. Prepare inventory sheets, carbon papers, rigid splints, calculators, pens and other stationery and tools necessary for inventory;13.14. 檢查在途單據(jù)及電腦系統(tǒng)運(yùn)行情況；檢查當(dāng)日帳務(wù)是否結(jié)算、庫(kù)存是否更新、調(diào)撥有無(wú)出入庫(kù)確認(rèn)。15. Check transit documents and operation of the computer system, check whether the account of the current day has been settled, whether the inventory has been updated, and whether there is any difference between the allocation and the warehousing;16.17. 按產(chǎn)品內(nèi)容進(jìn)行劃分，分配小組（小組成員一般為兩名，記帳人和報(bào)盤(pán)人），并確定責(zé)任監(jiān)督人(負(fù)責(zé)監(jiān)督管控)。18. Divide the personnel into different groups (usually groups of two, a bookkeeper and an offerer) based on the variety of the products, and specify a supervisor (to be responsible for supervision and control).三、盤(pán)存實(shí)施III. Implementation of inventory1.2. 盤(pán)存開(kāi)始實(shí)施，記賬人與報(bào)盤(pán)人要做好協(xié)調(diào)和溝通，避免出現(xiàn)報(bào)記脫節(jié)、報(bào)錯(cuò)、記錯(cuò)、漏記等誤盤(pán)現(xiàn)象。3. Start to make inventory. The bookkeeper and the offerer must be responsible for coordination and communication to avoid errors, such as unmatching reports and records, errors in reports and records, omissions in records, etc.4.5. 記賬人要負(fù)責(zé)盤(pán)后的歸類(lèi)和整理，并注明單位盤(pán)后區(qū)域標(biāo)記，避免重盤(pán)、漏盤(pán)，盤(pán)后再進(jìn)行復(fù)點(diǎn)，核對(duì)數(shù)量是否準(zhǔn)確。6. The bookkeeper shall be responsible for classification and sorting after inventory and specifying area-based marking of units after inventory so as to avoid repetition and omission in inventory, and shall be responsible for checking of the inventory to ensure the accuracy.7.8. 記帳人把貨品的品名、型號(hào)、單價(jià)、數(shù)量分別填入盤(pán)點(diǎn)表，確定展示柜中的貨品是否和記錄相符。9. The bookkeeper shall fill up the inventory sheet based on name, model, price, number, etc., of the products, to determine whether the goods in display cabinets and records match.10.11. 作好盤(pán)點(diǎn)當(dāng)日的店面現(xiàn)場(chǎng)指揮，使盤(pán)點(diǎn)有條不紊的順利實(shí)施。12. The inventory work on site must be well organized to ensure that the inventory will be completed in good order.13.14. 店長(zhǎng)負(fù)責(zé)盤(pán)存過(guò)程的檢查、監(jiān)控，確保盤(pán)存作業(yè)準(zhǔn)確性。15. The store manager shall be responsible for checking and monitoring the inventory process to ensure the accuracy of inventory operations.16.17. 輸單員(收銀員)負(fù)責(zé)整理匯總盤(pán)存表，并負(fù)責(zé)電腦錄入，單據(jù)分類(lèi)保存。發(fā)現(xiàn)計(jì)算錯(cuò)誤和盤(pán)點(diǎn)誤差要追究責(zé)任或責(zé)令重盤(pán)所屬區(qū)域。18. The sheet registrar (cashier) shall be responsible for collating the inventory sheets and shall be responsible for computer entry, classification and preservation of the documents, and shall call to account the errors in calculation and inventory or have the inventory re-done.19.20. 店長(zhǎng)檢查盤(pán)存表的記錄情況，抽查復(fù)核、盤(pán)存的統(tǒng)計(jì)數(shù)據(jù)。如有較大誤差再次區(qū)域復(fù)核。21. The store manager shall check the records of the inventory sheets, and conduct spot check and recheck of the statistical data, and recheck the area again in case of major errors.8. 盤(pán)點(diǎn)參與人員及責(zé)任監(jiān)督人應(yīng)在盤(pán)點(diǎn)表上簽字，對(duì)盤(pán)點(diǎn)結(jié)果負(fù)責(zé)。8. The staff and the supervisor of inventory shall sign the inventory sheets and be responsible for the results.四、盤(pán)點(diǎn)注意事項(xiàng)IV. Inventory considerations1、2、 盤(pán)點(diǎn)及輸單過(guò)程要認(rèn)真仔細(xì)，不能思想分心。3、 The staff shall conduct the inventory and entry very carefully without being distracted.4、5、 店長(zhǎng)需提前做好員工動(dòng)員，詳細(xì)說(shuō)明工作步驟和具體安排。6、 The manager shall mobilize the staff in advance and specify the specific steps and arrangements in detail.7、8、 需要將殘次品及污損品區(qū)分開(kāi)，單獨(dú)進(jìn)行記錄。9、 The defective and defaced products shall be arranged and recorded separately.10、11、 庫(kù)存場(chǎng)所的整理、整頓要在盤(pán)點(diǎn)之前進(jìn)行。12、 And the sorting and arrangement of the inventory site shall precede inventory.5、盤(pán)存期間禁止盤(pán)存區(qū)域的貨品流動(dòng)，避免庫(kù)存誤差。5. Flow of products in the inventory area is strictly prohibited during the inventory work to avoid errors in inventory.五、其它盤(pán)點(diǎn)V. Other inventory.1.2. 工具盤(pán)點(diǎn)：對(duì)活動(dòng)中派發(fā)的購(gòu)物袋以及其他市場(chǎng)活動(dòng)包裝物進(jìn)行盤(pán)點(diǎn)，以便控制成本。3. Inventory of tools: Inventory of the shopping bags and other packaging materials distributed in other marketing events shall be made, to control the costs.4.5. 贈(zèng)品盤(pán)點(diǎn)：對(duì)于促銷(xiāo)活動(dòng)，每次應(yīng)在活動(dòng)結(jié)束后對(duì)促銷(xiāo)品、贈(zèng)品進(jìn)行盤(pán)點(diǎn)登記以防流失。并盡快跟總庫(kù)核對(duì)盤(pán)存6. Inventory of gifts: Inventory and registration of the promotional items and gifts shall be done after each promotional event, to prevent any loss, and the pool and the inventory shall be checked ASAP.7.8. 現(xiàn)金盤(pán)點(diǎn)：店鋪每天所收取的現(xiàn)金必須每天盤(pán)點(diǎn)一次，并盡快在交回總部 ；店長(zhǎng)或總部會(huì)計(jì)每周至少抽查一次。9. Inventory of cash: The cash registered at the store shall be checked each day and delivered to the headquarters ASAP. The store manager and the accountant of the headquarters shall check the banknotes by sampling at least once a week.10.11. 設(shè)備盤(pán)點(diǎn)：對(duì)門(mén)店設(shè)備應(yīng)建立財(cái)產(chǎn)卡來(lái)進(jìn)行管理，并每季度或每月盤(pán)點(diǎn)一次，以了解設(shè)備的使用情況及現(xiàn)狀。12. Inventory of the equipment: Property cards shall be prepared to manage the equipment of the store, inventory of which shall be made each season and each month, in order to understand the usage and conditions of the equipment.附件：PG銷(xiāo)售顧問(wèn)需要填寫(xiě)的工作報(bào)表：Attachments: PGs shall fill up the following reports: 報(bào)表1：《直銷(xiāo)商店銷(xiāo)售清單》 Statement 1: Sales List of Direct Retail Store 報(bào)表2 -《訂貨單》 Statement 2: Order報(bào)表3：《商店每月店內(nèi)庫(kù)存盤(pán)點(diǎn)表》Statement 3: Store Monthly Inventory Sheet7.2消防滅火器材使用7.2 Use of Fire Extinguishing Equipment一、火災(zāi)處理I. Fire Control1、火災(zāi)預(yù)防注意事項(xiàng)1. Fire prevention precautions1）2） 滅火器每月檢查是否過(guò)期，如指針指在黃色區(qū)域，滅火器壓力過(guò)剩，請(qǐng)馬上申請(qǐng)更換3） Fire extinguishers shall be checked on a monthly basis to see whether they are beyond service period, and shall be subject to application for replacement if the pointer is pointed at the yellow area, which indicates excessive pressure.4）5） 把滅火器放在易拿易取的位置，前面不要有物品擋住，其中商場(chǎng)或賣(mài)場(chǎng)主通道一般都會(huì)有兩個(gè)6） The extinguishers shall be placed at easily accessible places without any obstacles in front. And each main corridor in the Mall or the store shall be equipped with two extinguishers.7）8） 任何人員不得在店鋪賣(mài)場(chǎng)及后場(chǎng)吸煙，嚴(yán)禁攜帶易燃物品進(jìn)入店鋪（如火柴等）9） Smoking in the store or the warehouse is strictly prohibited, and no inflammable (such as a match, etc.) shall be allowed to be carried into the store.2、發(fā)生火災(zāi)2. In case of fire1）2） 以人員安全為首要，火勢(shì)太大應(yīng)往外逃生3） Customers shall be kept safe, which shall be the priority, and shall be evacuated immediately, in case of a big fire;4）5） 撥119報(bào)警、立即向店長(zhǎng)報(bào)告6） The staff shall dial 119 and immediately report to the manager; and7）8） 使用滅火器滅火，并協(xié)助顧客一一離開(kāi)9） The staff shall use fire extinguishers to control the fire and provide assistance in evacuating customers.3、逃生方法3. How to escape1）毛巾捂鼻逃生法1) Cover the nose and mouth with a towel一旦發(fā)生火災(zāi)，一定要保持冷靜，不要慌張。逃生時(shí)，將一張濕毛巾連續(xù)對(duì)折三次，就成了八層，用它捂住口鼻，盡量放低身子匍匐前進(jìn)，就能有效防止煙霧中毒窒息而亡。據(jù)科學(xué)測(cè)試，一張對(duì)折了八層的濕毛巾，它不僅能過(guò)濾60%左右的有毒氣體，還能把吸入肺部的氣體給提前降溫，有效避免高溫氣體對(duì)呼吸系統(tǒng)的傷害Keep calm and do not panic in the event of fire. Fold a wet towel three times into eight layers, cover it over the mouth and nose, and crawl out with the body as low as possible, so as to effectively prevent smoke poisoning and suffocation to death. According to scientific testing, a wet towel folded into eight layers can not only filter about 60% of the toxic gases, but also cool the gases into the lungs, effectively avoiding harm to the respiratory system by the high-temperature gas.2）火災(zāi)防煙面罩逃生法2) Use a smoke mask先打開(kāi)包裝盒并取出呼吸頭罩，接著拔掉濾毒罐前孔和后孔的兩個(gè)紅色橡膠塞，然后將頭罩戴進(jìn)頭部，向下拉至頸部，濾毒罐應(yīng)置于鼻子的前面，最后感覺(jué)一下舒適程度，再拉緊頭帶，以妥當(dāng)?shù)匕☆^部。戴上面罩后平靜地呼吸，并選擇最安全通往緊急出口的路線進(jìn)行逃生。若逃不出去，就等待救援，站在安全的窗前，使自己易于被人發(fā)現(xiàn)。一個(gè)正常、合格的火災(zāi)防煙面罩，一般可以持續(xù)使用40多分鐘，具體情況可參照使用說(shuō)明，因地置宜。First open the package and remove the breathing hood, unplug the two red rubber plugs of the front and back holes of the canister, wear the hood, and pull it to cover the neck. The canister should be placed in front of the nose to achieve comfort, and then tighten the headband to properly wrap the head. After wearing the mask, breathe calmly and choose the safest route to an emergency exit and escape. If you fail to escape, stand at a window visibly seen to keep yourself safe and wait for rescue. A normal and qualified smoke mask generally can last for more than 40 minutes. Refer to the instructions for its use, as appropriate in your area.7.3識(shí)別假鈔的4個(gè)絕招7.3 Four methods to identify counterfeit banknote識(shí)別假幣的方法就是一看、二摸、三聽(tīng)、四測(cè)。票面的整體顏色來(lái)看，當(dāng)假幣和真鈔放在一起時(shí)，可以發(fā)現(xiàn)假幣的顏色相對(duì)要白一點(diǎn)。第二，從票面的水印來(lái)看，真鈔水印背景為白色，而假幣水印背景則是相對(duì)較黑。 第三，將真鈔和假幣放在一起仔細(xì)比對(duì)，可見(jiàn)真鈔毛主席頭像的左眉毛與眼睛清晰地分開(kāi)，而假幣的左眉毛與眼睛則要更加接近一點(diǎn)。Counterfeit banknotes can be identified by viewing, touching, listening and testing. First, view the overall color of banknotes. When comparing the counterfeit and the real banknotes, you will see that the counterfeit is whiter than the real. Second, view the watermark. The watermark background of real banknotes is white, while that of the counterfeit is relatively dark. Third, carefully compare the real and the counterfeit cashes, and you will see that the eyebrow and the eye of the left side are clearly separated, while those of the counterfeit are a bit closer.看：仔細(xì)觀察票面的顏色、圖案、花紋、水印等外觀情況，真幣清晰流暢，立體感很強(qiáng)。View: Carefully observe the color, image, pattern, watermark, etc., and you can see that those on the real banknotes are clear, smooth and three-dimensional.摸：用手指觸摸鈔票來(lái)分辨人民幣真?zhèn)�。真幣票面上行名、盲文、�?guó)徽等圖案凹凸感很明顯。Touch: Touch the banknotes with your fingers to distinguish. The uplink title, Braille, emblem and other patterns are clearly concave and convex.聽(tīng)：通過(guò)抖動(dòng)使鈔票發(fā)出聲響，根據(jù)聲音來(lái)判別人民幣的真?zhèn)巍Ｕ鎺诺穆曇羟宕囗懥痢?/div>Listen: Shake the banknotes to distinguish by its sounds. Real banknotes will produce sonorous sounds.測(cè)：借助簡(jiǎn)單工具和專(zhuān)用儀器進(jìn)行鈔票真?zhèn)蔚淖R(shí)別。Test: Use simple tools and special instruments to identify the authenticity of banknotes.肉眼如何鑒別假鈔How to identify counterfeit banknotes with naked eyes其中1、3、6，肉眼鑒別非常方便；2、4、5，最好和一張真錢(qián)對(duì)照著看。It is easier to identify in methods 1, 3, and 6, while it is better to compare with a real banknote if methods 2, 4 and 5 are adopted.1.這里有隱形的“100”字樣，需要把票面放得和眼睛接近平行，對(duì)著光源才能看到。而假幣是直接印上去的，任何角度都能看到“100”。1. At this location, there is an invisible figure "100", which can be seen only when the note is placed parallel to the eyes in front of light. While the figure of a fake not is printed directly and can be seen from any angle.2.這幾處圖案和文字，用手摸，凸凹感會(huì)非常明顯。假幣沒(méi)有凸凹感。2. The convexes and concaves of the patterns and texts at these locations can be touched clearly. But you cannot feel any convex or concave when touching a fake note.3.金屬線。真錢(qián)是完整的一條，假幣中間一般有明顯斷續(xù)。3. Metal thread. The metal thread of a real banknote is a complete one, while there is obvious interruption in that of a counterfeit note.4.對(duì)著光亮看，真幣兩面的圖形會(huì)合在一起，成為一個(gè)非常完整的中國(guó)古銅錢(qián)“孔方”形狀。而假幣全都不能合成圓形，非常明顯。4. When placed against light, the patterns on both sides of a real banknote will combine with each other into a very complete "square hole" shape as in ancient Chinese coins. While the patterns of a counterfeit not cannot combine into a hole.5.這里也有個(gè)“100”的隱形字樣。假幣也有，但和真幣對(duì)照看，差別很明顯。5. There is also an invisible "100" at this location. Although there is also one at the same location of counterfeit not, it is clearly different.6.把真錢(qián)上下晃動(dòng)，這個(gè)“100”的字樣會(huì)變顏色，一會(huì)變藍(lán)一會(huì)變綠。假錢(qián)完全不變。6. Slosh a real banknote up and down and the invisible "100" will change in color, blue now and green then. But the color will not change if you slosh a fake note.《討論》"Discussion"Q1：收到假幣你會(huì)怎么做？Q1: What would you do if you receive a counterfeit banknote?A1：收到假幣拿出去花，被人認(rèn)出來(lái)，脾氣不好的立馬修理你，大嚷大叫……A1: I won't use it. If it is identified, I will get myself beaten by an someone in anger or be embarrassed if he shouts in public...不拿出去花又覺(jué)得憋屈…是否現(xiàn)在手頭上還有張50或100的…一直靜靜的躺在家里… 若各位銷(xiāo)售顧問(wèn)在門(mén)店收到假錢(qián)可以撥打110I will feel wronged if it is in my hand... Do you have a fake 50 or 100-Yuan banknote at home... Any purchase guide who has received a fake banknote should call 110.通過(guò)一次的血的教訓(xùn)，希望能學(xué)會(huì)辨別假錢(qián)，興許聰明的你，也會(huì)慧眼識(shí)假幣……I hope you can learn a lesson from your loss, and learn how to identify fake notes. Maybe you are already smart enough to know how to identify them.7.4 工傷處理7.4 How to handle work injury1. 24小時(shí)原則：必須在24小時(shí)內(nèi)撥打或者發(fā)短信到工傷報(bào)備電話(huà)1. 24-hour principle: You must call or send a text message to the work injury report phone within 24 hours.2. 如果是發(fā)生的是交通事故：區(qū)分是否為上、下班途中2. In case of a traffic accident, identify whether it is happened on the way on or off duty.3. 注意交通部門(mén)出示《責(zé)任認(rèn)定書(shū)》3. Request the traffic department to present the "Note of Traffic Responsibility Identification"7.41工傷申報(bào)7.41 Work injury report工傷所需基本資料（具體個(gè)案因工傷類(lèi)別和當(dāng)?shù)厣绫Ｒ蟛煌兴町�，�?qǐng)以斯林百蘭人事專(zhuān)員的書(shū)面要求為準(zhǔn)）Documents required for report of work injury. (Different documents may be required for specific cases of different categories by local social security departments, please refer to the written requirements of the Slumberland personnel manager)1. 填寫(xiě)《工傷認(rèn)定申請(qǐng)表》；1. Fill out the "Work Injury Application Form";2. 勞動(dòng)合同或事實(shí)勞動(dòng)關(guān)系的有效證明；2. Valid proof of the existence of the Employment Contract or the employment relations;3. 首次病歷（疾病診斷證明），或職業(yè)病診斷證明書(shū)；3. First medical records (diagnosis proof), or occupational disease diagnosis certificate;4. 傷者身份證復(fù)印件；4. A copy of the ID card of the injured employee;5. 單位申請(qǐng)的或個(gè)人有授權(quán)委托他人辦理的，請(qǐng)附上授權(quán)委托書(shū)，辦理時(shí)受委托人應(yīng)出示身份證原件，并提交身份證復(fù)印件；5. In case of application by a person authorized by an organization or an individual, please attach a Power of Attorney. And the authorized person shall also present the original, and submit a copy, of his ID card;7.42工傷鑒定7.42 Identification of work injury1.2. 填寫(xiě)《上海市工傷保險(xiǎn)待遇審核表》；3. Fill in the "Shanghai Work Injury Insurance Benefits Audit Table";4.5. 工傷確認(rèn)表（書(shū)）原件；6. Original of the Work Injury Confirmation Sheet (Note);7.8. 勞動(dòng)能力鑒定書(shū)（屬輕傷職工在醫(yī)療終結(jié)后自愿放棄勞動(dòng)能力鑒定的，提供《上海市工傷職工醫(yī)療終結(jié)臨床體檢與診斷表》）原件；9. Original of the Labor Ability Appraisal (and original of the Shanghai Clinical Examination and Diagnosis Table of Employee of Work Injury in case of minor injury and the injured employee waiver the right of labor ability identification);10.11. 身份證復(fù)印件；12. A copy of ID card;13.14. 醫(yī)療機(jī)構(gòu)提供的醫(yī)療費(fèi)發(fā)票和住院費(fèi)用總清單原件；15. Originals of the medical expense invoices and hospitalization statement provided by medical institution;16.17. 病歷、出院小結(jié)復(fù)印件，或死亡證明和戶(hù)籍注銷(xiāo)證明復(fù)印件；18. Copies of the medical records, dehospitalization statement, or death certificate and household registration or cancellation certificate, if applicable;19.20. 職工社會(huì)保障卡；首次參加工傷保險(xiǎn)的職工（3個(gè)月內(nèi)）發(fā)生工傷，還應(yīng)出具地稅部門(mén)已受理的登記申報(bào)單；21. Employee social security card; Employee work injury registration and declaration notes issued by the local tax authority, in case of work injury of an employee who has been covered by social insurance lately (for less than three months);22.23. 屬建筑企業(yè)參保職工的，應(yīng)提供職工《職業(yè)技術(shù)資格等級(jí)證書(shū)》復(fù)印件；24. Copy of occupation qualification certificate of the employee, if the employee is covered by social insurance applied for by a building enterprise;25.26. 申請(qǐng)定期待遇（一至四級(jí)傷殘職工及工亡職工的供養(yǎng)親屬），提供有“銀聯(lián)”標(biāo)志的銀行卡復(fù)印件。27. Copy of the bank card with the "UnionPay" logo, in case of application for regular treatment (for family members to be supported by an employee who has died from work injury or is suffering from work injury at Level I to Level IV).7.5斯林百蘭售后政策7.5 Slumberland after-sales policy《上海市家具行業(yè)產(chǎn)品“三包”細(xì)則》摘要Summary of "Shanghai Regulation of Three Guarantees for Furniture Products"家具產(chǎn)品“三包”期限為一年。發(fā)生活性蟲(chóng)蛀的為二年，如有企業(yè)承諾的按承諾辦理，有家具標(biāo)準(zhǔn)規(guī)定的按標(biāo)準(zhǔn)規(guī)定辦理。處理家具商品只享受包修服務(wù)。“三包”自開(kāi)具發(fā)票等有效憑證之日起計(jì)算�？鄢敌�、換貨占用的時(shí)間。The term of "three guarantees" of furniture products shall be a period of one year, shall be two years in case of active infestation, and shall be subject to the commitment by the manufacturer, if any, and the standards provided by the furniture industry authority, if any. Unqualified products sold at lower prices shall be covered by guarantee for repair only. Term of "three guarantees" shall be from the date of the valid invoice. The duration of repair and/or replacement shall be excluded.售出的合格品家具產(chǎn)品“三包”規(guī)定如下：Qualified furniture products which have been sold shall be covered by the following guarantees:（一）、包修：凡屬于質(zhì)量問(wèn)題，均屬保修范圍。(1) Repair: Any and all the quality problems shall be covered by repair guarantee;（二）、包換：同一缺陷經(jīng)兩次修理未能達(dá)到質(zhì)量標(biāo)準(zhǔn)的包換。更換后的產(chǎn)品保修期從更換之日起重新計(jì)算。(2) Replacement: Any product the same defect of which is unqualified after repair twice shall be replaced. The warranty period of the product shall be from the date of replacement.（三）、包退：在包修期限內(nèi)，同一缺陷經(jīng)兩次修理、調(diào)換后仍無(wú)法達(dá)到質(zhì)量標(biāo)準(zhǔn)的；在約定期限內(nèi)不能調(diào)換的；經(jīng)檢驗(yàn)為不合格的。(3) Return: Any replaced product which is unqualified after repair twice in the repair period, and any unqualified product which cannot be replaced during the agreed period, and any product which is tested as unqualified, shall be returned.收到消費(fèi)者書(shū)面投訴后，七天內(nèi)給予答復(fù)，在答復(fù)后的三十天內(nèi)或按約定期限內(nèi)給予解決。A reply shall be provided within seven days upon receipt of a customer complaint, and shall be settled within thirty days of such reply or a period agreed otherwise.在“三包”有效期內(nèi)，屬下列情況者，生產(chǎn)者經(jīng)營(yíng)者可以收取折舊費(fèi)。In the "three guarantees" period, the producer may charge appropriate depreciation cost if:（一）、對(duì)于符合包換條件的；無(wú)論有無(wú)同規(guī)格型號(hào)產(chǎn)品，消費(fèi)者不愿意調(diào)換其它產(chǎn)品二要求退貨的，應(yīng)當(dāng)予以退貨。已使用過(guò)的家具可以收取折舊費(fèi)，折舊費(fèi)按最高不超過(guò)成交額的0.1%/日收取。折舊費(fèi)計(jì)算自開(kāi)具發(fā)票等有效憑證之日起至退貨之日止�？鄢敌拚加玫臅r(shí)間。(1) the product is qualified for replacement, and the purchaser is not willing to replace for any other product and request of return, regardless of whether a product of the same specification is available. Appropriate depreciation cost may be charged for a furniture product which has been in service for certain period, provided that such depreciation cost shall not be more than 0.1%/day of price at which the product is purchased. The depreciation cost shall be charged from the date of the valid invoice and the date of return, excluding the duration of repair.（二）、因消費(fèi)者的種種原因要求退貨，企業(yè)也同意消費(fèi)者的退貨要求，收取折舊費(fèi)金額有雙方協(xié)商決定。(2) The depreciation cost shall be subject to negotiation by the purchaser and the seller in case the purchaser requests for return due to any reasonable cause and the seller agrees to return.上海斯林百蘭軟家具有限公司，非“三包”范圍修理項(xiàng)目收費(fèi)標(biāo)準(zhǔn)：Charging standards of the non-"three guarantees" repair items of Slumberland Soft Furniture Shanghai Co., Ltd.:1、 維修保養(yǎng)（不涉及更換原材料）：原床墊價(jià)格*5%；1. Maintenance (not involving replacement of raw materials): Purchase price of the mattress * 5%;2、 更換面料：原床墊價(jià)格*15%；2. Replacement of the fabric: Purchase price of the mattress * 5%;3、 更換填充料：原床墊價(jià)格*18%；3. Replacement of the filler: Purchase price of the mattress * 5%;4、 更換圍邊：原床墊價(jià)格*8%4. Replacement of the border: Purchase price of the mattress * 5%8.0結(jié)尾8.0 End現(xiàn)場(chǎng)模擬演習(xí)Live simulation exercises在肯德基工作的員工都有服務(wù)箴言——DOUNTO OTHERS WHAT YOU WANT OTHERS TO DO UNTO YOU �。阆Ｍ麆e人對(duì)待你的，你就去這樣對(duì)待別人�。�Kentucky employees observe the following service motto - DOUNTO OTHERS WHAT YOU WANT OTHERS TO DO UNTO YOU!你的態(tài)度影響別人，它反過(guò)來(lái)又會(huì)影響你，所以你必須推動(dòng)一個(gè)有利的方向，以得到積極正面的成果。Your attitude will influence not only others but also yourself. So you have to more in the correct direction to achieve the favorable and positive results.我們也借用這句服務(wù)箴言，因?yàn)樯虉?chǎng)如戰(zhàn)場(chǎng)，你就是戰(zhàn)場(chǎng)上永往直前的戰(zhàn)士，真正的銷(xiāo)售是真槍實(shí)彈的較量，一個(gè)優(yōu)秀的戰(zhàn)士一定是在槍林彈雨中成長(zhǎng)的，在是刀光劍影中成熟We can also borrow the service motto, because business world is like a battle field, and you are a brave soldier fight forward in a battle. An excellent purchase guide must be a person growing in a hail of bullets and becoming mature in the middle of swords and knives.在學(xué)習(xí)中前進(jìn)，在實(shí)踐中成長(zhǎng)Progress in Learning and Grow in Practice8.1你應(yīng)具備的。。。。8.1 You should...（1）正確理解銷(xiāo)售工作：銷(xiāo)售是一項(xiàng)非常專(zhuān)業(yè)且最具挑戰(zhàn)性的工作，所有的成功者都需必備非凡的推銷(xiāo)和行銷(xiāo)能力。(1) Correctly understand your sales work: Sales is a very professional and most challenging work, and all those successful seller must have the necessary extraordinary marketing and marketing capabilities.（2）具有強(qiáng)烈的企圖心：對(duì)于成功的愿望和企圖心永遠(yuǎn)是一個(gè)成功的銷(xiāo)售員所必須的條件。(2) Have a strong ambition: The desire for success and ambition will always be necessary for a successful purchase guide.（3）對(duì)產(chǎn)品的十足信心與知識(shí)：你對(duì)自己的產(chǎn)品或服務(wù)的信心會(huì)直接影響你的客戶(hù)，決定了你在銷(xiāo)售過(guò)程中能傳遞的熱情和影響力。(3) Have full faith in and knowledge of the products: Your confidence in your products or services will directly affect your customers, and decide your enthusiasm and influence you can pass in the sales process.（4）注重個(gè)人的成長(zhǎng)：成功是可以復(fù)制和模仿的，任何能力都是通過(guò)不斷的學(xué)習(xí)和經(jīng)驗(yàn)積累而成的。(4) Care for your personal growth: Success can be replicated and imitated, and any ability is obtained through continuous learning and accumulation.（5）歸納總結(jié)、舉一反三：成功的銷(xiāo)售人員會(huì)分析每一個(gè)成功和失敗的案例，歸納總結(jié)，舉一反三。(5) Summarize and learn by analogy: Successful purchase guides will analyze the cases of success and failure and learn lessons from them.（6）高度的熱誠(chéng)和服務(wù)心：成功的銷(xiāo)售人員永遠(yuǎn)非常關(guān)心他們的客戶(hù)需求，因?yàn)樗麄冎�，客�?hù)轉(zhuǎn)介紹的客戶(hù)，永遠(yuǎn)都會(huì)是最好的客戶(hù)。(6) Have a high degree of enthusiasm for services: Successful purchase guides are always very concerned about the needs of their customers, because they know that customers urged by recommendations of other customers will always be the best customers.（7） 非凡的親和力：一個(gè)銷(xiāo)售人員是不是能夠很快地同客戶(hù)建立起很好的友誼，與他們的業(yè)績(jī)肯定有絕對(duì)的關(guān)系，這種能力便是親和力。(7) Have extraordinary affinity: Affinity, together with the performance, is the key to quickly establishing friendship with customers.（8） 對(duì)結(jié)果自我負(fù)責(zé)：成功的銷(xiāo)售人員對(duì)自己的業(yè)績(jī)和結(jié)果100%地負(fù)責(zé)任，他們都認(rèn)為是在為自己工作，他們是自己的老板(8) Be responsible for your own results: Successful purchase guides are always solely responsible for their own performances and results. They all believe that they work for their own and they are the bosses.（9） 明確的目標(biāo)和計(jì)劃：達(dá)成目標(biāo)最簡(jiǎn)單的方法就是把你的目標(biāo)細(xì)分成每一天的行動(dòng)，清楚地知道為了達(dá)成這些目標(biāo)，你每天需要做什么？(9) Have clear goals and plans: The easiest way to achieve your goal is to divide it into actions for each day, so you will clearly know what you need to do every day in order to achieve these goals.（10）你還需要有：誠(chéng)實(shí) (Integrity）(10) Have the quality of: Integrity有冒險(xiǎn)的意愿 (Willingness to take risks)Willingness to take risks有創(chuàng)新的能力 (Ability to innovate)Ability to innovate實(shí)現(xiàn)的能力 (Ability to getting done)Ability to getting done活力(Vitality)Vitality讓自己成為SLUMBERLAND所有系列產(chǎn)品中的極品！Make yourself the best of all SLUMBERLAND products!沒(méi)有什么比人們?cè)谑褂卯a(chǎn)品后獲得顯著效果的真實(shí)見(jiàn)證故事更具說(shuō)服力。Nothing will be more convincing than witnessing the significant effects of the products after use.Unitrans世聯(lián)翻譯公司在您身邊,離您近的翻譯公司,心貼心的專(zhuān)業(yè)服務(wù),專(zhuān)業(yè)的全球語(yǔ)言翻譯與信息解決方案供應(yīng)商,專(zhuān)業(yè)翻譯機(jī)構(gòu)品牌。無(wú)論在本地,國(guó)內(nèi)還是海外,我們的專(zhuān)業(yè)、星級(jí)體貼服務(wù)，為您的事業(yè)加速！世聯(lián)翻譯公司在北京、上海、深圳等國(guó)際交往城市設(shè)有翻譯基地，業(yè)務(wù)覆蓋全國(guó)城市。每天有近百萬(wàn)字節(jié)的信息和貿(mào)易通過(guò)世聯(lián)走向全球！積累了大量政商用戶(hù)數(shù)據(jù)，翻譯人才庫(kù)數(shù)據(jù)，多語(yǔ)種語(yǔ)料庫(kù)大數(shù)據(jù)。世聯(lián)品牌和服務(wù)品質(zhì)已得到政務(wù)防務(wù)和國(guó)際組織、跨國(guó)公司和大中型企業(yè)等近萬(wàn)用戶(hù)的認(rèn)可。 專(zhuān)業(yè)翻譯公司,北京翻譯公司,上海翻譯公司,英文翻譯,日文翻譯,韓語(yǔ)翻譯,翻譯公司排行榜,翻譯公司收費(fèi)價(jià)格表,翻譯公司收費(fèi)標(biāo)準(zhǔn),翻譯公司北京,翻譯公司上海。
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“貴司提交的稿件專(zhuān)業(yè)詞匯用詞準(zhǔn)確，語(yǔ)言表達(dá)流暢，排版規(guī)范， 且服務(wù)態(tài)度好。在貴司的幫助下，我司的編制周期得以縮短，稿件語(yǔ)言的表達(dá)質(zhì)量得到很大提升”
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“我單位是一家總部位于丹麥的高科技企業(yè)，和世聯(lián)翻譯第一次接觸，心中仍有著一定的猶豫，貴司專(zhuān)業(yè)的譯員與高水準(zhǔn)的服務(wù)，得到了國(guó)外合作伙伴的認(rèn)可！”
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“我公司是一家荷蘭駐華分公司，主要致力于行為學(xué)研究軟件、儀器和集成系統(tǒng)的開(kāi)發(fā)和銷(xiāo)售工作，所需翻譯的英文說(shuō)明書(shū)專(zhuān)業(yè)性強(qiáng)，翻譯難度較大，貴司總能提供優(yōu)質(zhì)的服務(wù)�！�
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“為我司在東南亞地區(qū)的業(yè)務(wù)開(kāi)拓提供小語(yǔ)種翻譯服務(wù)中，翻譯稿件格式美觀整潔，能最大程度的還原原文的樣式，同時(shí)翻譯質(zhì)量和速度也得到我司的肯定和好評(píng)！”
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“在此之前，我們公司和其他翻譯公司有過(guò)合作，但是翻譯質(zhì)量實(shí)在不敢恭維，所以當(dāng)我認(rèn)識(shí)劉穎潔以后，對(duì)她的專(zhuān)業(yè)性和貴公司翻譯的質(zhì)量非常滿(mǎn)意，隨即簽署了長(zhǎng)期合作合同�！�
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“我行自2017年與世聯(lián)翻譯合作，合作過(guò)程中十分愉快。特別感謝Jasmine Liu, 態(tài)度熱情親切，有耐心，對(duì)我行提出的要求落實(shí)到位，體現(xiàn)了非常高的專(zhuān)業(yè)性。”
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“與我公司對(duì)接的世聯(lián)翻譯客服經(jīng)理，可以及時(shí)對(duì)我們的要求進(jìn)行反饋，也會(huì)盡量滿(mǎn)足我們臨時(shí)緊急的文件翻譯要求。熱情周到的服務(wù)給我們留下深刻印象！”
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“翻譯金融行業(yè)文件各式各樣版式復(fù)雜，試譯多家翻譯公司，后經(jīng)過(guò)比價(jià)、比服務(wù)、比質(zhì)量等流程下來(lái)，最終敲定了世聯(lián)翻譯。非常感謝你們提供的優(yōu)質(zhì)服務(wù)�！�
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“我司所需翻譯的資料專(zhuān)業(yè)性強(qiáng)，涉及面廣，翻譯難度大，貴司總能提供優(yōu)質(zhì)的服務(wù)。在一次業(yè)主單位對(duì)完工資料質(zhì)量的抽查中，我司因?yàn)槎砦姆g質(zhì)量過(guò)關(guān)而受到了好評(píng)�！�
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“我司在2014年與貴公司建立合作關(guān)系，貴公司的翻譯服務(wù)質(zhì)量高、速度快、態(tài)度好，贏得了我司各部門(mén)的一致好評(píng)。貴司經(jīng)理工作認(rèn)真踏實(shí)，特此致以誠(chéng)摯的感謝！”
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“我們需要的翻譯人員，不論是筆譯還是口譯，都需要具有很強(qiáng)的專(zhuān)業(yè)性，貴公司的德文翻譯稿件和現(xiàn)場(chǎng)的同聲傳譯都得到了我公司和合作伙伴的充分肯定�！�
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“在這5年中，世聯(lián)翻譯公司人員對(duì)工作的認(rèn)真、負(fù)責(zé)、熱情、周到深深的打動(dòng)了我。不僅譯件質(zhì)量好，交稿時(shí)間及時(shí)，還能在我司資金周轉(zhuǎn)緊張時(shí)給予體諒�！�
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“我公司與世聯(lián)翻譯一直保持著長(zhǎng)期合作關(guān)系，這家公司報(bào)價(jià)合理，質(zhì)量可靠，效率又高。他們翻譯的譯文發(fā)到國(guó)外公司，對(duì)方也很認(rèn)可。”
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“貴公司翻譯的譯文質(zhì)量很高，語(yǔ)言表達(dá)流暢、排版格式規(guī)范、專(zhuān)業(yè)術(shù)語(yǔ)翻譯到位、翻譯的速度非�？臁⒑笃诜⻊�(wù)熱情。我司翻譯了大量的專(zhuān)業(yè)文件，經(jīng)過(guò)長(zhǎng)久合作，名副其實(shí)，值得信賴(lài)�！�
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“針對(duì)我們農(nóng)業(yè)科研論文寫(xiě)作要求，盡量尋找專(zhuān)業(yè)對(duì)口的專(zhuān)家為我提供翻譯服務(wù)，最后又按照學(xué)術(shù)期刊的要求，提供潤(rùn)色原稿和相關(guān)的證明文件。非常感謝世聯(lián)翻譯公司！”
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“世聯(lián)的客服經(jīng)理態(tài)度熱情親切，對(duì)我們提出的要求都落實(shí)到位，回答我們的問(wèn)題也非常有耐心。譯員十分專(zhuān)業(yè)，工作盡職盡責(zé)，獲得與其共事的公司總部同事們的一致高度認(rèn)可。”
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“我公司與馬來(lái)西亞政府有相關(guān)業(yè)務(wù)往來(lái)，急需翻譯項(xiàng)目報(bào)備材料。在經(jīng)過(guò)對(duì)各個(gè)翻譯公司的服務(wù)水平和質(zhì)量的權(quán)衡下，我們選擇了世聯(lián)翻譯公司。翻譯很成功，公司領(lǐng)導(dǎo)非常滿(mǎn)意�！�
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“客服經(jīng)理能一貫熱情負(fù)責(zé)的完成每一次翻譯工作的組織及溝通。為客戶(hù)與譯員之間搭起順暢的溝通橋梁。能協(xié)助我方建立專(zhuān)業(yè)詞庫(kù)，并向譯員準(zhǔn)確傳達(dá)落實(shí)，準(zhǔn)確及高效的完成統(tǒng)一風(fēng)格。”
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“貴公司與我社對(duì)翻譯項(xiàng)目進(jìn)行了幾次詳細(xì)的會(huì)談，期間公司負(fù)責(zé)人和廖小姐還親自來(lái)我社拜訪，對(duì)待工作熱情，專(zhuān)業(yè)度高，我們雙方達(dá)成了很好的共識(shí)。對(duì)貴公司的服務(wù)給予好評(píng)！”
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“非常感謝世聯(lián)翻譯！我們對(duì)此次緬甸語(yǔ)訪談翻譯項(xiàng)目非常滿(mǎn)意，世聯(lián)在充分了解我司項(xiàng)目的翻譯意圖情況下，即高效又保質(zhì)地完成了譯文�！�
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“在合作過(guò)程中，世聯(lián)翻譯保質(zhì)、保量、及時(shí)的完成我們交給的翻譯工作。客戶(hù)經(jīng)理工作積極，服務(wù)熱情、周到，能全面的了解客戶(hù)的需求，在此表示特別的感謝。”
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“我們通過(guò)圖書(shū)翻譯項(xiàng)目與你們相識(shí)乃至建立友誼，你們報(bào)價(jià)合理、服務(wù)細(xì)致、翻譯質(zhì)量可靠。請(qǐng)?jiān)试S我們借此機(jī)會(huì)向你們表示衷心的感謝！”
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“很滿(mǎn)意世聯(lián)的翻譯質(zhì)量，交稿準(zhǔn)時(shí)，中英互譯都比較好，措辭和句式結(jié)構(gòu)都比較地道，譯文忠實(shí)于原文。TNC是一家國(guó)際環(huán)保組織，發(fā)給我們美國(guó)總部的同事后，他們反應(yīng)也不錯(cuò)�！�
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“原英國(guó)首相布萊爾來(lái)訪，需要非常專(zhuān)業(yè)的同聲傳譯服務(wù)，因是第一次接觸，心中仍有著一定的猶豫，但是貴司專(zhuān)業(yè)的譯員與高水準(zhǔn)的服務(wù)，給我們留下了非常深刻的印象。”
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“在與世聯(lián)翻譯合作期間，世聯(lián)秉承著“上善若水、厚德載物”的文化理念，以上乘的品質(zhì)和質(zhì)量，信守對(duì)客戶(hù)的承諾，出色地完成了我公司交予的翻譯工作�！�
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“由于項(xiàng)目要求時(shí)間相當(dāng)緊湊，所以世聯(lián)在保證質(zhì)量的前提下，盡力按照時(shí)間完成任務(wù)。使我們?cè)谑啦⿻?huì)俄羅斯館日活動(dòng)中準(zhǔn)備充足，并受到一致好評(píng)。”
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“貴公司針對(duì)客戶(hù)需要，挑選優(yōu)秀的譯員承接項(xiàng)目，翻譯過(guò)程客戶(hù)隨時(shí)查看中途稿，并且與客戶(hù)溝通術(shù)語(yǔ)方面的知識(shí)，能夠更準(zhǔn)確的了解到客戶(hù)的需求，確保稿件高質(zhì)量�！�
