Basic Customer Service_presentation_17062010

1、Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010課程目的課程目的完成七天课程后，学员能：完成七天课程后，学员能：n具具备优秀服务从业员应有的态度具具备优秀服务从业员应有的态度n认认识及运用专业知识与技巧，为客认认识及运用专业知识与技巧，为客户户 提

2、供优质的客户服务及销售介绍提供优质的客户服务及销售介绍Copyright Reserved by HR-Training,I.T Limited 2010Day1公司背景介绍公司背景介绍服务规范服务规范角色扮演角色扮演Day2店铺实习店铺实习品牌介绍品牌介绍Day3货品面料知识货品面料知识-基础版基础版店铺实习店铺实习Day4店铺实习店铺实习Day5 货品面料知识货品面料知识-加强版加强版储备干部的角色认知储备干部的角色认知Day6Briefing Skills Training成为专业销售人员成为专业销售人员Day7Operation training团队精神团队精神Copyright Re

3、served by HR-Training,I.T Limited 2010學員表現評核n课堂表现n评估表n货场实习表现n个人销售目标Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010課程目的課程目的n公司背景介绍公司背景介绍n认识主动认识主动性的重要性的重要n了解如何提供了解如何提供优质优质的客戶的客戶服务服务n了解如何以了解如何以专业专业的貨品

4、介紹以完成交易的貨品介紹以完成交易n透过运用透过运用這些概念及技巧，做到有效及這些概念及技巧，做到有效及准确准确地地处理处理客戶客戶的需要，的需要，从从而提升客戶之滿意度而提升客戶之滿意度Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010課程內容課程內容n储备干部储备干部的的价值价值n服务服务主主动动性性n专业专业形象形象n优质服务优质服务的的定义定义n优质服务优质服务3 3步曲步曲n角色扮演角色扮演Copyright Reserved by H

5、R-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010历史及背景历史及背景Copyright Reserved by HR-Training,I.T Limited 2009在国内及台湾的发展n2002年 9月在上海在上海 I.T 旗舰店在新天地开张旗舰店在新天地开张 (I.T ，izzue ，b+ab)n2003年 3月北京第一家店铺北京第一家店铺 (izzue) 开张开张n2003年 6月国内第一家加盟店铺国内第一家加盟店铺 ( (温州温州 izzue) ) 开张开张n2003年 11月与旭

6、日与旭日宜泰宜泰签约以签约以 GSI.T 的名义共同投资的名义共同投资发展国内，台湾和澳门市场发展国内，台湾和澳门市场n2004年 4月GSI.T 与台湾合作商签署合作协议与台湾合作商签署合作协议n2004年 5月杭州杭州 I.T 旗舰店在连卡佛开张旗舰店在连卡佛开张n2004年 6月台湾台湾 izzue 旗舰店在忠孝东路开张旗舰店在忠孝东路开张n2004年 12月北京北京 i.t 旗舰店在东方广场开张旗舰店在东方广场开张n2005年 7月在国内及台湾的店铺达到在国内及台湾的店铺达到120多家多家n2005年 12月izzue，5cm，FCUK，b+ab 登陆澳门登陆澳门n2007年10月收购

7、旭日收购旭日宜泰宜泰余下余下50%权益权益n2007年12月与与 Galeries Lafayette 签订谅解备忘录于签订谅解备忘录于中国开设合资百货公司中国开设合资百货公司Copyright Reserved by HR-Training,I.T Limited 2009I.T 店铺中国分布图14 个城市个城市/地区拥有特许店铺地区拥有特许店铺7 个城市拥有直营店铺个城市拥有直营店铺Copyright Reserved by HR-Training,I.T Limited 2009Copyright Reserved by HR-Training,I.T Limited 2010Copyr

8、ight Reserved by HR-Training,I.T Limited 2010I.T 知多少知多少店铺类型i.tI.T自家品牌自家品牌High FashionCopyright Reserved by HR-Training,I.T Limited 2009Copyright Reserved by HR-Training,I.T Limited 2009I.T货源来自世界各地，主要以Designer Labels为主，顾客对象为追求时尚品味之人士。店内品牌APC, Ann Demeulemeester, Comme des Garcon, D&G, Green, Mart

9、in Margiela, mercibeaucoup, Zucca等等。Copyright Reserved by HR-Training,I.T Limited 2009i.t以日本潮流Casual 的brand label为主，顾客对象为较年轻一族。店内品牌Anna Sui, As know as de base, Beamsboy, Pageboy, E-hypen, Ray Cassin, Mysty Woman, X-Girl及Love Boat 等等。Copyright Reserved by HR-Training,I.T Limited 2009Copyright Reserv

10、ed by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010自家品牌自家品牌Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 20103b+ab1995年诞生，并在2007年增加至3个系列，分别为High Fashion (质料上乘,修身剪裁) 、Fashion (型格,时尚) 及Jeans (中性化) ，以迎合不同类型客人的需要。1998年诞生，

11、并在2008年增加至2条Line，分别为Main Line (简约大众化) 及Tailor (质料上乘、度身剪裁)，而女装亦在WT08诞生。Copyright Reserved by HR-Training,I.T Limited 2009http:/1999年诞生，以website命名的第一个品牌，既简约亦别具style，分别为main line (以洗水效果为主)及2006年尾推出的izzue collection (质料上乘，适合正式及隆重场合)。Copyright Reserved by HR-Training,I.T Limited 2009double-park2000年诞生，货源

12、以美国街头服为主，顾客对象为年轻新一代。店内品牌 Carhartt, Obey, X-Large, Zoo York等等。Copyright Reserved by HR-Training,I.T Limited 2009fingercroxx2003年诞生，以美国街头服为主，并在2008年增加至2条Line，分别为Basic Line(简约大众化)及Fashion Line(质料上乘、度身剪裁).Copyright Reserved by HR-Training,I.T Limited 2009I.T 在2007年引入香港，设计主要以舒适轻便，并以牛仔风格为题，为年轻时尚的潮流一族提供不同款

13、式的配搭。 Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010F French rench C Connectiononnection U Unitednited K Kingdomingdom Copyright Reserved by HR-Training,I.T Limited 2009Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Tr

14、aining,I.T Limited 2010管理培训生管理培训生的價值的價值=服務主動性服務主動性+專業形象專業形象優質服務優質服務+管理培训生管理培训生+基本管理基本管理技巧技巧Copyright Reserved by HR-Training,I.T Limited 2010正确的心态正确的心态认真认真积极积极正面正面热情热情谦虚谦虚Copyright Reserved by HR-Training,I.T Limited 2010I.TCopyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-T

15、raining,I.T Limited 2010n有助清楚了解工作流程n增強自信n表現积极及投入的工作态度n提升默契主主动发问动发问，学心学习学心学习Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010你你对对他他们们的第一印象的第一印象会会是是I.TCopyright Reserved by HR-Training,I.T Limited 2010

16、Copyright Reserved by HR-Training,I.T Limited 2010第一印象統計第一印象統計90 秒Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010專業形專業形象象化妝化妝n給人感觉清新自然、不夸张n有精神面貌n适当地塗上唇膏、胭脂、眼影飾物飾物n可配戴耳环、介指n避免貴重飾物，如玉鐲、钻石n以不妨礙工作为主配合季節、潮流配合季節、潮流Copyright Reserved by HR-Training,I.T L

17、imited 2010Copyright Reserved by HR-Training,I.T Limited 2010头发头发n染发、头皮屑、长度留须留须 n長度及外型站姿站姿n双手放前、放后或自然摆放n不可交叉手或把手插袋n不可挨墙或依靠任何物件專業形專業形象象Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010自由時間自由時間Copyright Reserved by HR-Training,I.T Limited 2010Copyrigh

18、t Reserved by HR-Training,I.T Limited 2010工作時間工作時間Copyright Reserved by HR-Training,I.T Limited 2010怎怎样样才算是才算是优质优质的客戶的客戶服务服务？ w 亲切的欢迎语亲切的欢迎语w 诚恳、友善诚恳、友善w 称呼及使用客人姓名称呼及使用客人姓名w 有礼貌有礼貌w 同理心同理心w 尊重客人尊重客人w 明白客人需要明白客人需要w 提供妥善解决方法提供妥善解决方法Copyright Reserved by HR-Training,I.T Limited 2009一般令客户反感的店员一般令客户反感的店员

19、n不理顾客 (当顾客透明)n紧紧跟随n不停的销售n待客态度敷衍n不买则黑脸n进门时没有招呼n过分热情n没有笑容n不断的打量和议论顾客n试衣数量多时，则不耐烦n不懂装懂n催促购买n胡乱夸赞n专业知识不丰富n不恰当的肢体语言(靠墙，照镜子，左右摇晃)Copyright Reserved by HR-Training,I.T Limited 2009魔术语魔术语nHello，你好呀n不好意思n谢谢n别客气n对不起n您好有眼光噢n这个颜色很适合你呀n这个你先生肯定会满意n你对你先生真好！Copyright Reserved by HR-Training,I.T Limited 2009言语及表达技巧言

20、语及表达技巧- - 多用魔术语多用魔术语: :请问、请问、谢谢谢、对不起谢、对不起- - 以先生以先生/ /小姐称呼小姐称呼- - 若得悉客人姓氏若得悉客人姓氏, ,以姓氏称以姓氏称呼客人呼客人- - 语调要清晰、友善及热诚语调要清晰、友善及热诚- - 恰当的速度、适中的音量恰当的速度、适中的音量及态度自然及态度自然- - 多用正面及积极的说话多用正面及积极的说话- 经常对经常对客人客人说说 你看看衣服有你看看衣服有 沒有问题沒有问题- - 说话含糊不清或速度过快或过慢说话含糊不清或速度过快或过慢- - 态度冷漠或语调沉闷态度冷漠或语调沉闷- - 表现出不耐烦及没耐性表现出不耐烦及没耐性- -

21、 使用术语使用术语- 使用使用 负面的话句，如负面的话句，如: :这个这个 是公司政策，我也帮不了你是公司政策，我也帮不了你-到镜子前比一比到镜子前比一比 Copyright Reserved by HR-Training,I.T Limited 2009Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010感動人心的服務感動人心的服務Copyright Reserved by HR-Training,I.T Limited 2010Copyrigh

22、t Reserved by HR-Training,I.T Limited 2010優質服務優質服務3步曲步曲n第第1步：讓客戶感到受歡迎步：讓客戶感到受歡迎n第第2步：預期和滿足客戶的需要步：預期和滿足客戶的需要n以以FAB作銷售介紹作銷售介紹n促成交易促成交易n第第3步：誠邀客戶再次光臨步：誠邀客戶再次光臨Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limite

23、d 20101. 讓客戶感到受歡迎讓客戶感到受歡迎I.Tn立即放下手上一切的工作，走上前跟客人打招呼n打招呼包括点头微笑及眼神接触n配合邀请手势示意顾客可随便选购n正确的站立姿势Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010引起顧客的注意引起顧客的注意n重点 要提及吸引地方，引起客人兴 趣，e.g.新货品、优惠、当季潮流、热卖n可就客人的打扮与

24、他 / 她打开话题Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010參考句語參考句語e.g. Hello，小姐，我新到好多新貨，放在这（配合邀請手勢），你可以慢慢看一下！e.g. Hello，小姐，我们有很多热卖的货品， （可以指出當時的優惠，例如：有I.T Visa卡，正價貨品有九折），慢慢看一下！ ！Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by

25、HR-Training,I.T Limited 2010当顾客进入我当顾客进入我们店铺后，他们店铺后，他们会有什么需们会有什么需要？要？Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010顧客的需要顧客的需要n選擇喜歡的貨品n給自己n給別人n閒逛n試身 (試身前/試身後)Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Li

26、mited 2010顧客需要協助的訊號顧客需要協助的訊號n找价钱牌 / 质料标 / 洗水标n拎起货品在身上度来度去 / 照镜n返转头再看同一件衫n凝视着某件货品n东张西望Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010了解顧客的需要了解顧客的需要聆聽聆聽+ +回應回應Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Li

27、mited 2010Copyright Reserved by HR-Training,I.T Limited 2010有效的聆聽有效的聆聽n改善聆聽技巧的要點：改善聆聽技巧的要點：n運用有效的運用有效的“回應回應”n避免打斷客人的說話避免打斷客人的說話n避免以偏蓋全避免以偏蓋全Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010回回应顾应顾客的需要客的需要因应顾客的需要而提供适当的协助-提供正确的产品数据-介绍其它同类型的货品给顾客选择Copyr

28、ight Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010當客人表示只是當客人表示只是闲闲逛時逛時n重點：n以退為進，但隨時留意客人的需要n留給客人一定的購物空間e.g. 小姐，有需要可以隨時搵我，我叫Kay，就在附近，你慢慢看！n 參考語句：Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Re

29、served by HR-Training,I.T Limited 2010銷售介紹銷售介紹 (Presentation)n目的：令令准客人採取行动，购买产品Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010了解推銷的貨品了解推銷的貨品n对产品有强烈的信心n熟知产品的特性及优点 n率先使用自己推销的产品Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by H

30、R-Training,I.T Limited 2010n剪裁 (Cutting)n质料布料 (Fabrication)n颜色 (Colour)n细节 (Details)n潮流 (Trend)n等等I.T銷售介紹銷售介紹 (Presentation)Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010与产与产品品有有关关与与客戶客戶有有关关Features 特性特性Advantages 优点优点Benefits好好处处/效益效益FAB (特性特性+优

31、点优点+好处好处/效益效益)Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010FAB (特性特性+優點優點+好處好處/效益效益)F : 对产品有关的事实对产品有关的事实A : 由某一特性所表现出来的优点由某一特性所表现出来的优点B : 而该优点能带给客人什么效益而该优点能带给客人什么效益Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Traini

32、ng,I.T Limited 2010FAB 例子例子一件純棉的白色圓領衬衫F 特性特性A 優點優點B 好處好處/效益效益1. 純棉(i)吸水性強(ii)不易因磨擦而产生静电 (iii)质地柔软(i)吸汗，爽身，适合夏天時份穿著(ii)不刺激皮肤，舒服(iii)舒服2. 白色可搭配任何顏色方便3. 圓領基本款，耐看來季仍可穿著，物超所值Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010客人重客人重视视效益效益ExerciseB : 该产品能带给客

33、人什么效益该产品能带给客人什么效益FAB (特性特性+优点优点+好处好处/效益效益)Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010參考語句參考語句e.g. 小姐，呢件T-shirt是純棉質地(F)，質地柔軟(A)，著上身好舒服(B)e.g. 先生，你手上呢件T-shirt是今季大熱流行款( )印有英國國旗圖案( )，感覺會流行 ( )AFBCopyright Reserved by HR-Training,I.T Limited 2010Co

34、pyright Reserved by HR-Training,I.T Limited 2010銷售介紹銷售介紹 (Presentation)p以杂志模特辅助作推荐或令客人对产品有更具体的认识p即席把产品作配衬，展示给客人参考，加强说服力p当中组合包括:1. 外衬内2. 上衬下3. 不同风格的演绎Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010銷售介紹銷售介紹 (Presentation)p可以向顾客讲解公司的优惠活动及会员卡的申请方法p在介绍

35、优惠活动的基础上，建议客人多试穿两件的配搭会更容易n外衬内n上衬下n不同款式的搭配n试多一个颜色、尺码、款式Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010參考語句參考語句e.g. 小姐，可以试穿比较一下这个款，试衣间在这边，我同你过去 (配合手势).两件都是小码，你慢慢试，试完出来看下效果！我叫Suki ，请问小姐点称呼？e.g. 陈小姐，这件西装褛同你手上这件同款但不同质料，不如你都试试比较一下，看下那件好？ Copyright Reser

36、ved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010試身室服務試身室服務 (試身前試身前)I.Tn 重点：n以邀请式手势带领客人到试身室n先查看试身室内是否有其它客人正在使用 / 放有其它物品n要帮客人对件数及尺寸，邀请客人试身后出来n帮客人开钮扣、拉开拉链、折好衣服放在试身室n应爭取机会介紹自己及進一步认识客人，增进彼此关系Copyright Reserved by HR-Tr

37、aining,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010參考語句參考語句e.g. 小姐，这件是小碼，你慢慢試，試完出来看下效果！我叫 Kay，請問小姐點稱呼？e.g. 小姐，这件西裝褸同你手上的相同款但不同質料，不如你都試试比較一下，看吓兩件穿出的效果？Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010試身室服務試身室服務 (試身後試身後)n重點：n協助整理

38、穿著效果及細節n注意事項：n男、女有別n行為動作、姿態n大方得體n面部笑容Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010參考語句參考語句e.g. 陈先生，个size可以么？或者可以试下中码再比较一下。e.g. 李小姐，觉得可以么?Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010n为公司帶來生意

39、n加強自我的成功感n客人可购得心头好促成交易促成交易 (Closing)Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010n已按客人要求正確提供所需貨品n試身後，客人已瞭解貨品對其帶來何種效益，而且未有其他意見或提問時促成交易促成交易 (Closing)n該在什麼時候完成交易?Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.

40、T Limited 2010參考語句參考語句e.g. 多谢陈小姐，我帮你将衣服先放到收银台，我家现在有优惠活动，买满$500有8折，你看下有没有其他需要的!e.g. 多谢陈小姐，我帮你将衣服先放到收银台，你慢慢看, 我叫(Mary)，有需要可以再找我 Copyright Reserved by HR-Training,I.T Limited 2010你經常要抱著你經常要抱著預預多多買的態度買的態度要成功要成功: :Copyright Reserved by HR-Training,I.T Limited 2010n醒目小貼士醒目小貼士n不要只顧介紹貨品而忘記於適當時候促成交易呢n不要硬銷，我們

41、的角色是向客人給予專業的意見，並非替他們作決定n今天不購買的客人，明天可能會回心轉意促成交易促成交易(Closing)Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 20103. 誠邀客戶再次光臨誠邀客戶再次光臨n对每一个顾客致谢n让顾客感到宾至如归Copyright Reserved by HR-Training,I.T Limited 2010Cop

42、yright Reserved by HR-Training,I.T Limited 2010留下良好印象最后印象：关心与愉快的结束n自然的微笑、亲切的眼神接触n留下联络数据，建议客人如有任何查询时，可联络你n无论客人有没有购买，我们也要保持专业态度Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010参考语句参考语句e.g.（若客人有购买）多谢，陈先生！下星期迟点会再到新货，到时再来看下！拜拜！e.g.（若客人没有购买）多谢，李小姐！下星期迟点会再

43、到新货,到时再来看下！拜拜！Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Dosn仪容整洁，头发、妆容、指甲、制服(包括名牌)、饰物符合要求n所有私人物品应放入货仓n面带笑容，精神饱满，与客人有眼神接触n保持站立姿态正确，走路步伐平稳n表现主动及热诚切，有礼，善用魔术语 (不论对客人或同事)Copyright Reserved by HR-Tr

44、aining,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Dosn立即放下手上工作与顾客打招呼n双手摆放在正确的位置迎接顾客n打招呼包括点头、微笑及眼神接触n配合邀请手势示意顾客可随便选购n观察顾客的身体语言以了解顾客有否购物欲望n主动上前协助Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Dosn留心聆听及有适当响应n若顾客拒绝选购表示无须协助，仍能保持有

45、礼的态度n双手递上货品、销售单据及找赎n与顾客有友善的眼神接触及说：“谢谢”n顾客离去时，有说道别语句，例如：“再见”、“欢迎下次再来”Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010n发呆沒有反应n擅自離開工作崗位n隨身携带手提電話n打私人電話（只可以在休息的時候）n休息時間在貨場上讲手提電話（包括公司旗下的店舖）n工作時間吸煙，包括去洗手間的時侯n飲食及攝影n說粗言穢語及奔跑、大聲喧嘩或與人爭執DontsCopyright Reserved

46、 by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010n面無表情、無笑容、無眼神接觸、無邀請手勢，語調平淡n只顧自己手上的工作，完全沒有留意顧客進來n不斷的打量和議論顧客n沒有理會顧客是否需要協助n用手指指示顧客方向DontsCopyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010n沒有把顧客要試穿的衣服摺好或掛好便放入試身室n試衣數量多時顯得

47、不耐煩n提供錯誤的產品資料n顧客不購買時便態度惡劣n顧客購物前和購物後是兩個模樣n與顧客爭執n單手递上貨品、銷售单据及找零DontsCopyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010總結總結Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Train

48、ing,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010I.T小姐，你好,介紹给你.恩!我自己看!嗯!n向客人打招呼时，客人完全不理会n客人查询一些你不知道的事情n向客人推介货品，而客人不接受n需要入仓取货，而你不清楚有关位置n客人欲试身但试身室大排长龙，客人又十分赶时间Copyright Reserved by HR-Training,I.T Limited 2010Copyright Reserved by HR-Training,I.T Limited 2010先生/小姐你慢慢看下先，我叫阿May，我負責这个范围，有事可以