浙江红顶服饰有限公司导购手册公司导购员培训手册

1、the main street. the police had a difficult time, but they were most amused. jumbo must weigh a few tons, said a policeman afterwards, so it was fortunate that we didnt have to carry him. of course, we should arrest him, but as he has a good record, we shall let him off this time.lesson66 sweet as h

2、oney! 像蜜一样甜！the hatheld puffin is a modern aero-plane, but its designer, mr john wimpenny, is finding it difficult to get it off the ground. the reason for this is that this plane is also a bicycle. its pilot has to pedal hard to get it into the air. after mr wimpenny had the plane built, it was tes

3、ted thoroughly. in 1961, it was the first man-powered aircraft to fly half a mile. while being flown by a champion amateur cyclist in 1963, the plane crashed on an airfield. since then, mr wimpenny has had it rebuilt. he has had the length of the wings increased so that they now measure 93 feet-almo

4、st as long as those of a dakota. many people have shown interest in this new and unusual sport. but though air cyclists may learn how to fly over short distances, and may, eventually, even get across the english channel, it is doubtful whether they will ever cycle across the atlantic.lesson67 volcan

5、oes 火山haroun tazieff the polish scientist, has spent his life-time studying active volcanoes and deep caves in all parts of the world. in 1948, he went to lake kivu in the congo to observe a new volcano which he later named kituro. tazieff was able to set up his camp very close to the volcano while

6、it was erupting violently. though he managed to take a number of brilliant photographs, he could not stay near the volcano for very long. he noticed that a river of liquid rock was coming towards him. it threatened to surround him completely, but tazieff managed to escape just in time. he waited unt

7、il the volcano became quiet and he was able to return two days later. this time, he managed to climb into the mouth of kituro so that he could take photographs and measure temperatures. tazieff has often risked his life in this way. he has been able to tell us more about active volcanoes than any ma

8、n alive. lesson68 persistent 纠缠不休i crossed the street to avoid meeting him, but he saw me and came running towards me. it was no use pretending that i had not seen him, so i waved to him. i never enjoy meeting bert dykes. he never has anything to do. no matter how busy you are, he always insists on

9、coming with you. i had to think of a way of preventing him from following me around all morning.hullo, bert, i said. fancy meeting you here !hullo, elizabeth, bert answered. i was just wondering how to spend the morning-until i saw you. youre not busy doing anything, are you ? no, not at all, i answ

10、ered. im going to. .would you mind my coming with you ? he asked, before i had finished speaking. not at all, i lied, but im going to the dentist. then ill come with you, he answered. theres always plenty to read in the waiting room !lesson69 but not murder! 并非谋杀！i was being tested for a driving lic

11、ence for the third time. i had been asked to drive in heavy traffic and had done so successfully. after having been instructed to drive out of town, i began to acquire confidence. sure that i had passed, i was almost beginning to enjoy my test. the examiner must have been pleased with my performance

12、, for he smiled and said, just one more thing, mr eames. let us suppose that a child suddenly crosses the road in front of you. as soon as i tap on the window, i want the car to be stopped immediately. i continued driving and after some time, the examiner tapped loudly. though the sound could be hea

13、rd clearly, it took me a long time to react. i suddenly pressed the brake pedal hard and we were both thrown forward. the examiner looked at me sadly. mr eames, he said, in a mournful voice, you have just killed that child ! lesson70 red for danger 危险的红色during a bullfight, a drunk suddenly wandered

14、into the middle of the ring. the crowd began to shout, but the drunk was unaware of the danger. the bull was busy with the matador at the time, but it suddenly caught sight of the drunk who was shouting rude remarks and waving a red cap. apparently sensitive to criticism, the bull forgot all about t

15、he matador and charged at the drunk. the crowd suddenly grew quiet. the drunk, however, seemed quite sure of himself. when the bull got close to him, he clumsily stepped aside to let it pass. the crowd broke into cheers and the drunk bowed. by this time, however, three men had come into the ring and

16、 they quickly dragged the drunk to safety. even the bull seemed to feel sorry for him, for it looked on sympathetically until the drunk was out of the way before once more turning its attention to the matador.lesson71 a famous clock 一个著名的大钟when you visit london, one of the first things you will see

17、is big ben, the famous clock which can be heard all over the world on the b.b.c. if the houses of parliament had hot been burned down in 1834, the great clock would never have been erected. big ben takes its name from sir benjamin hall who was responsible for the making of the clock when the new hou

18、ses of parliament were being built. it is not only of immense size, but is extremely accurate as well. officials from greenwich observatory have the clock checked twice a day. on the b.b.c. you can hear the clock when it is actually striking because microphones are connected to the clock tower. big

19、ben has rarely gone wrong. once, however, it failed to give the correct time. a painter who had been working on the tower hung a pot of paint on one of the hands and slowed it down ! lesson72 a car called bluebird “蓝鸟”汽车the great racing driver, sir malcolm campbell, was the first man to drive at ove

20、r 300 miles per hour. he set up a new world record in september 1935 at bonneville salt flats, utah. bluebird, the car he was driving, had been specially built for him. it was over 30 feet in length and had a 2500 horse-power engine. although campbell reached a speed of over 304 miles per hour, he h

21、ad great difficulty in controlling the car because a tyre burst during the first run. after his attempt, campbell was disappointed to learn that his average speed had been 299 miles per hour. however, a few days later, he was told that a mistake had been made. his average speed had been 301 miles pe

22、r hour. since that time, racing drivers have reached speeds of over 400 miles an hour. following his fathers footsteps many years later, sir malcolms son, donald, also set up a world record. like his father, he was driving a car called bluebird.lesson73 the record-holder 纪录保持者little boys who play tr

23、uant from school are unimaginative. a quiet days fishing, or eight hours in a cinema seeing the same film over and over again, is usually as far as they get. they have all been put to shame by a boy who, while playing truant, travelled 1600 miles. he hitch- hiked to dover and, towards evening, went

24、into a boat to find somewhere to sleep. when he woke up next morning, he discovered that the boat had, in the meantime, travelled to calais. no one noticed the boy as he crept off. from there, he hitch-hiked to paris in a lorry. the driver gave him a few biscuits and a cup of coffee and left him jus

25、t outside the city. the next car the boy stopped did not take him into the centre of paris as he hoped it would, but to perpignan on the french-spanish border. there he was picked up by a policeman and sent back to england by the local authorities. he has surely set up a record for the thousands of

26、boys who dream of evading school.lesson74 out of the limelight 舞台之外an ancient bus stopped by a dry river bed and a party of famous actors and actresses got off. dressed in dark glasses and old clothes, they had taken special precautions so that no one should recognize them. but as they soon discover

27、ed, disguises can sometimes be too perfect.this is a wonderful place for a picnic, said gloria gleam. it couldnt be better, gloria, brinksley meers agreed. no newspaper men, no film fans! why dont we come more often ? meanwhile, two other actors, rockwall slinger and merlin greeves, had carried two

28、large food baskets to a shady spot under some trees. when they had all made themselves comfortable, a stranger appeared. he looked very angry. now you gut out of here, all of you! he shouted: im sheriff here. do you see that notice ? it says no camping-in case you cant read ! look, sheriff, said roc

29、kwall, dont be too hard on us. im rockwall slinger and this is merlin greeves. oh, is it ? said the sheriff with a sneer. well, im brinksley meers, and my other name is gloria gleam. now you get out of here fast !lesson75 sos 呼救信号when a light passenger plane flew off course some time ago, it crashed

30、 in the mountains and its pilot was killed. the only passengers, a young woman and her two baby daughters, were unhurt. it was the middle of winter. snow lay thick on the ground. the woman knew that the nearest village was miles away. when it grew dark. she turned a suitcase into a bed and put the c

31、hildren inside it, covering them with all the clothes she could find. during the night, it got terribly cold. the woman kept as near as she could to the children and even tried to get into the case herself, but it was too small. early ,next morning she heard planes passing overhead and wondered how

32、she could send a signal. then she had an idea. she stamped out the letters sos in the snow. fortunately, a pilot saw the signal and sent a message by radio to the nearest town. it was not long before a helicopter arrived on the scene to rescue the survivors of the plane crash.lesson76 april fools da

33、y 愚人节to end our special news bulletin, said the voice of the television announcer, we are taking you to the macaroni fields of calabria. macaroni has been grown in this area for over six hundred years. two of the leading growers, giuseppe moldova and ricardo brabante, tell me that they have been exp

34、ecting a splendid crop this year and harvesting has begun earlier than usual. here you can see two workers who, between them, have just finished cutting three cart-loads of golden brownmacaroni stalks. the whole village has been working day and night gathering and threshing this years crop before th

35、e september rains. on the right, you can see mrs brabante herself. she has been helping her husband for thirty years now. mrs brabante is talking to the manager of the local factory where the crop is processed. this last scene shows you what will happen at the end of the harvest : the famous calabri

36、an macaroni-eating competition ! signor fratelli, the present champion, has won it every year since 1961. and that ends our special bulletin for today, thursday, april 1st. we are now returning you to the studio.lesson77 a successful operation 一例成功的手术the mummy of an egyptian woman who died in 800 b.

37、c. has just had an operation. the mummy is that of shepenmut who was once a singer in the temple of thebes. as there were strange marks on the x-ray plates taken of the mummy, doctors have been trying to find out whether the woman died of a rare disease. the only way to do this was to operate. the o

38、peration, which lasted for over four hours, proved to be very difficult because of the hard resin which covered the skin. the doctors removed a section of the mummy and sent it to a laboratory. they also found something which the x-ray of the god duamutef. this god which has the head of a cow was no

39、rmally placedinside a mummy. the doctors have not yet decided how the woman died. they feared that the mummy would fall to pieces when they cut it open, but fortunately this has not happened. the mummy successfully survived the operation. lesson78 the last one? 最后一枝吗？after reading an article entitle

40、d cigarette smoking and your health i lit a cigarette to calm my nerves. i smoked with concentration and pleasure as i was sure that this would be my last cigarette. for a whole week i did not smoke at all and during this time, my wife suffered terribly. i had all the usual symptoms of someone givin

41、g up smoking: a bad temper and an enormous appetite. my friends kept on offering me cigarettes and cigars. they made no effort to hide their amusement whenever i produced a packet of sweets from my pocket. after seven days of this i went to a party. everybody around me was smoking and i felt extreme

42、ly uncomfortable. when my old friend brian urged me to accept a cigarette, it was more than i could bear. i took one guiltily, lit it and smoked with satisfaction. my wife was delighted that things had returned to normal once more. anyway, as brian pointed out, it is the easiest thing in the world t

43、o give up smoking. he himself has done it lots of times! lesson79 by air 乘飞机i used to travel by air a great deal when i was a boy. my parents, used to live in south america and i used to fly there from europe in the holidays. an airhostess would take charge of me and i never had an unpleasant experi

44、ence. i am used to travelling by air and only on one occasion have i ever felt frightened. after taking off, we were flying low over the city and slowly gaining height, when the plane suddenly turned round and flew back to the airport. while we were waiting to land, an air-hostess told us to keep ca

45、lm and to get off the plane quietly as soon as it had touched down. everybody on board was worried and we were curious to find out what had happened. later we learnt that there was a very important person on board. the police had been told that a bomb had been planted on the plane. after we had land

46、ed, the plane was searched thoroughly. fortunately, nothing was found and five hours later we were able to take off again.lesson80 the crystal palace 水晶宫perhaps the most extraordinary building of the nineteenth century was the crystal palace, which was built in hyde park for the great exhibition of

47、1851. the crystal palace was different from all other buildings in the world, for it was made of iron and glass. it was one of the biggest buildings of all time and a lot of people from many countries came to see it. a great many goods were sent to the exhibition from various parts of the world. the

48、re was also a great deal of machinery on display. the most wonderful piece of machinery on show was nasmyths steam hammer. though in those days, travelling was not as easy as it is today, steam boats carried thousands of visitors across the channel from europe. on arriving in england, they were take

49、n to the crystal palace by train. there were six million visitors in all, and the profits from the exhibition were used to build museums目 录第一章 不知：追求永无止境 人生，是追求的一生，是对不知世界探索的一生；不知，是一种吸引，对未知的追求；不知，是一种探索，对求知的渴望第二章 导购服务意识 导购代表着企业、品牌的形象，导购的工作是神圣的，我们要树立成为优秀导购的目标第三章 导购人员的规则 良好的职业形象是成为优秀导购的关键，遵守导购守则，尊重自己、尊重他

50、人第四章 导购工作流程 没有条理的工作是事半功倍，有条理的工作则会事倍功半第五章 了解顾客需求及介绍产品信息 1. 为什么要了解顾客的需求?2. 如何了解顾客的需求?3. 客户需要得到哪些信息？了解顾客的需求是为了更好的服务于我们的顾客，如何了解顾客的需求是提升我们专业形象的手段，当你准确无误的服务于顾客时，你也在顾客心中留下了完美的印象第六章 处理疑问和异议 1. 顾客为什么会有疑问?为什么会出现这种情况?2. 在面对顾客的疑问时和异议是该如何处理?要充分的对自己的产品信任,要永远相信自己的产品是最好的，当你用自信的姿态热情的态度面对顾客时，所有的难题都在你的真诚里解决第七章 购买过程处理

51、顾客购买我们的产品的时,我们要以“感恩的心态”去感谢他们的惠顾；当顾客未购买我们的产品，我们要以热情和积极的态度感谢他们给你的一次机会第八章 售后服务之投诉处理 1. 碰到顾客投诉怎么办?我们该如何正确处理?2. 顾客投诉会给我们带来什么?第九章 销售技巧和案例 1. 想掌握最挑拨顾客的心的销售方法和技巧吗?2. 想成为最优秀的导购员吗?想做到以上两点,就请仔细的看这里吧，当你看完本章节，请永远记得微笑和赞美，它将会给你和你的顾客带来美好的心情和快乐的销售第十章 编后致辞第十一章 不知：追求永无止境共同探索不知的世界不知，是一种谦虚精神，激励对未知世界的探索，“谦虚使人进步”;不知，是一种城府

52、境界，蕴含着无限动力和斗志，“好谋而成者也”;不知，是一种大度理念，心存天下，海纳百川，“能容天下之事”;不知，是一种宏伟憧憬，在未知的世界里拼搏、创新、追求 在已知的领域，我们不断创新，在不知的世界，我们努力探索！ 创建于1985年，拥有22年的品质管理经验和品牌发展历程，新厂区坐落于风景秀丽的浙江丽水市南山工业区，是一座“天然花园式”生产基地，旁靠南山，背倚瓯江，成“福如东海、寿比南山”的佳话。“不知”品牌先后被国家有关单位授予“中国知名品牌、中国著名品牌、浙江省著名商标”，企业也先后荣获“中国诚信企业、浙江省aaa资信企业”称号！我公司专业研发、生产、销售运动休闲服、针织内衣、保暖内衣、

53、大豆/玉米内衣、短裤等服饰产品。优异的品质，实在的价位，丰富的产品结构，良好的企业信誉，成就“不知”内衣的巨大发展，产品覆盖东北、华北、华东、西南、大西北等大半个中国。2003年，我公司斥巨资邀著名影星涓子小姐代言“不知”，涓子小姐“美丽、时尚、健康”公众形象正代表了“不知”的品牌特点，她的加盟，成为“不知”发展新的动力。同时我公司在央视、省级电视台、报纸、户外广告、网站进行广泛的宣传，“不知”品牌正渗透民众、扎根百姓。新时代，新挑战，“不知”全面整合各类强势资源，挖掘深层内涵，挑战更新，对品牌文化、产品品质、新品研发、生产能力、售后服务做了全方位的完善和提升；我们深信，“不知”的明天一定会更

54、加美好！第二章 导购服务意识一、导购的重要性“不知内衣”是通过终端卖场即经过导购员的手传递给消费者的。导购在产品的推广和品牌的发展占据着重要的作用，而给顾客直接印象的也是导购，导购员的形象不仅代表着个人的精神面貌，更重要的是代表着“不知内衣”的品牌形象。二、导购服务意识如今的顾客选择到商店购物，已经不仅仅是购买有形的商品本身，他们也购买超越商品之外的附加值，即“服务”。1、正视导购员的工作。（1）导购的工作是神圣的。导购代表着企业、品牌的形象，是企业与顾客之间的桥梁，将不会说话的商品赋予了灵魂，导购的工作是神圣而不可替代的。（2）我们要成为优秀的导购。我们要树立成为优秀卓越导购的目标。拒绝平庸

55、，坚持学习，不断扩大知识面，只有这样，才能有效的与顾客沟通，达到销售的目的。2、作为“不知内衣”导购员应具备的基本素质（1）公关素质u 接待顾客时礼貌谦恭，观察顾客意向时细致，促销产品时把握分寸，耐心周到，主动协调厂商之间的团结。u 若有大型的促销活动或户外活动，应主动配合、积极学习。u 加强语言组织能力及应变能力的锻炼，以适应工作改进的需要和社会发展的需要。（2）专业素质a、善于思考：了解产品知识并能灵活运用，熟悉市场行情，对顾客的问题对答如流、有依有据，给人以“专家”的感觉。b、主动相迎：主动与顾客交流，想顾客宣传商品和企业形象，提升品牌知名度。c、团结协作：以“团队”为核心，确定自己的角

56、色，配合团队的统一步伐。（3）气质修养你必须把自己培养成为一个形象好、气质佳、有活力、敬业又专业的优秀导购员。 导购指导手册导购服务意识面对工作，“不知”导购人员应具备： 积极的工作态度、饱满的工作热情；良好的人际关系、优秀的团队精神；独立的工作能力、充分的产品知识；正确的服务观念、虚心的学习精神；面对顾客，“不知”导购人员必须： 外表整洁、乐于助人；热情友好、全心服务；详尽介绍产品特性，准确传达营销信息，能提出建设性意见；想顾客之所想，急顾客之所急；耐心服务，争取100%满意。3、“三大服务”同等重要作为导购员，一定要做好售前、售中、售后等三项服务：（1）售前服务：指导购员在出售商品之前为消

57、费者提供的各项服务准备工作，包括：提供相关专业知识、营销信息、产品资料及咨询、美化卖场等。这些是销售的必备工作。（2）售中服务：指在销售过程中所进行的全部服务工作。应该作到：u 主动热情的接待顾客，态度和蔼、礼貌周到，让顾客产品一种“家”的感觉，耐心细致地为顾客介绍、展示产品，任劳任怨，让顾客多做选择、多做比较。u 准确把握消费者购买心理，针对不同的心理变化，采取行之有效的服务。u 建立信用，让顾客对企业、产品的信用有信心。（3）售后服务：指在产品销售后，继续为消费者提供各项服务；包括：提供咨询、处理顾客抱怨、受理退换货、听取顾客意见等。在激烈的竞争环境中，能提供什么样的售后服务，已经成了关系

58、产品能否取得一定市场占有率的决定因素之一。只有处处为顾客着想，让顾客100%满意，才能享受到劳动努力的成果。导购人员的经济来源、社会经验的增加过程、为自我发展奠定的基础都是顾客给予的。三、导购员必备的基本知识作为导购员，必须充分掌握以下十项基本知识：25the main street. the police had a difficult time, but they were most amused. jumbo must weigh a few tons, said a policeman afterwards, so it was fortunate that we didnt have to carry him. of course, we should arrest him, but as he has a good record, we shall let him off this time.lesson