超新员工培训

1、超市新员工培训培训时间 :2014 年 03月 11 日培训重点 : 企业管理规章制度 现场工作流程及规章制度 培训内容 :大家好首先让我代表超市领导欢迎大家能够加入超美家超市这个大家庭。 相信对我不太陌生，今天很荣幸能与大家共同学习交流。俗话说: “国有国法，家有家规”。一个企业要想治理的得好，必须要有适合 本企业特点的条文规定，这也正是“没有规矩不成方圆”的道理。规章制度就是一 项硬性规定，工作中我们就应该按照制度去做，如果违反了制度就会受到一定的处 罚。第一部份，给大家讲解我们每天的工作流程 : 售前的准备工作 （开店前的准备工 作）我们员工要在早 7:30 之前到北门广场集合站队点名统

2、一进入卖场，到达卖场 后先要检查我们的仪容仪表是否整洁。 仪容仪表要求 :1、每天化淡妆上岗，头发束扎盘起，不允许戴大副耳环。2、生鲜部操作间员工必须穿卫生服、戴卫生帽和口罩。3、员工工装保持整洁干净，工牌佩戴整齐规范。4、男员工不允许留长发，胡须。5、不允许留长指甲。 （ 食品操作人员不许带戒指及其他首饰 ） 然后对商品进行 清理要求做到 : 三洁、四无、六不见level of security personnel on duty, fire security measures taken. 9,post signsconstruction site management and worke

3、rs should weardistinctive markings. 10, securityfocus on "safety of Sambo", parts of the construction, road surface protection facilities; implementationof Ministry of construction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between

4、theconstruction and the total package units, collaboration among the type of work, comprehensive progress in contradiction to consult each other when dealt with properly. 12, public relations personnel to abide bysocial morality, professional ethics, business discipline, properly handle PR around th

5、e construction site. Three, civilized construction appraisal, management (a) the construction site "five": lighting, hardening, greening, landscaping and purification. (B) noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the con

6、struction finished and semi-finished products for education. Often quality education for workers, for moral education of the civilization production and the protection of the finished and semi-finished products. Education staff at the time of construction to respect other people and their work, cher

7、ish the completed and partially completed finished or semi-finished products. In front of the project for the corresponding rules“三洁” :商品洁、货柜货架洁、服务施设洁 “四无” :地面无杂物、无痰迹、无瓜果皮核、无纸屑、无烟蒂 “六不见”货架上不见使用的暖瓶、水杯、饮具、抹布、脸盆、 卫生用具1、每天对自己所售商品，货架，价签进行清理。2、对本部组责任区卫生进行彻底打扫，不留死角，通道垃 圾随手拾起。3、库房要求地面整洁，货品摆放整齐。4、拖布，条帚，清洁用品放

8、到指定地点。5、地堆围布如有破损及时修补，更换。6、货架上留下的胶带痕迹及时处理。7、所有价签，商品签，端头说明签不得用带字的胶带帖贴。8、生鲜部地面如有残留的称签及时清理。9、操作间要随时清理展台的卫生。10、保持水房及卫生间卫生。11、展台可视处不允许摆放私人物品。12、货架内无堆集整件商品和带外包装的商品，一切广告 牌，宣传标志，特价签是否按照规定统一格式张贴，卖 场决不允许留有卫生死角对空缺商品进行及时补货，要 保持良好的店容店貌。开门迎宾 : 我们要标准站姿，大家站在所属区域挺胸抬头收腹，目视前方，双 手自然下垂交叉与体前，两脚跟靠拢，站成丁字步，面 level of securit

9、y personnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should wear distinctive markings. 10, securityfocus on "safety of Sambo", parts of theconstruction, road surface protection facilities; implementation of Ministry of construction, "

10、;score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and the total package units, collaboration among the type of work, comprehensive progress in contradiction to consult each other when dealt with properly. 12, public relations perso

11、nnel to abide by social morality, professional ethics, business discipline, properly handle PR around the construction site. Three, civilized construction appraisal, management (a) the construction site "five": lighting, hardening, greening, landscaping and purification. (B) noise emission

12、 standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished and semi-finished products for education. Often quality education for workers, for moral education of the civilization production and the protection of the finished and semi-fin

13、ished products. Education staff at the time of construction to respect other people and their work, cherish the completed and partially completed finished or semi-finished products. In front of the project for the corresponding rules 带微笑，欢迎光临我超市的第一批顾客。 售前准备工作结束后开始我们的接待工作 (也就是所说的售中服务 )要做到以下 几方面:1、接待顾

14、客要使用礼貌用语，也就是我们所说的八大敬语 即: “您好”“欢迎光临”“您随便看看”“您需要些什么”“请 你稍等”“对不起，让您久等了”“谢谢欢迎下次光临”“再见”2、商品介绍要求 :A、集中精力，态度真诚，热情，随时观察顾客的心理。B、介绍商品要客观，实际，要有耐心。C、拿递商品要适中，双手递送，并用规范手势引导顾客收银台的位置，并用 礼貌用语与顾客送别。D对待儿童，老年顾客要多做介绍，对有生理缺陷顾客要主动帮助E、 当顾客所需商品不在本柜组出售时，应热情指点正确的商品位置。(了解超 市商品结构 )F、卖场没有所需商品时，应向顾客表示歉意，也可询问能否用其它商品代替。 ( 及时做好登记交于部

15、门领导 )G顾客对营业员有失礼行为时，一定要设法回避，并及时报助理、或值班经 理，以协助解决，不得与顾客在卖场内发生冲突及不愉快行为。日常工作时的工作要求 : 1、站姿标准，不趴靠货架，聚堆聊天，窜岗。level of securitypersonnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should wear distinctive markings. 10, securityfocus on "safety of Sambo&qu

16、ot;, parts of theconstruction, road surface protection facilities; implementation of Ministry of construction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and the total package units, collaboration among the type of work

17、, comprehensive progress in contradiction to consult each other when dealt with properly. 12, public relations personnel to abide bysocial morality, professional ethics, business discipline, properly handle PR around the construction site. Three, civilized construction appraisal, management (a) the

18、construction site "five": lighting, hardening, greening, landscaping and purification. (B) noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished and semi-finished products for education. Often quality educat

19、ion for workers, for moraleducation of the civilization production and the protection of the finished and semi-finished products. Education staff at the time of construction to respect other people and their work, cherish the completed and partially completed finished or semi-finished products. In f

20、ront of the project for the corresponding rules2、在岗时间不准打手机。3、不准迟到早退如有特殊情况必须通知部门经理或值班经理。4、换饭时间要守时，如工作需要加班加点，会根据情况进行时间调整，不能 私自离岗。5、值日生要及时整理购物用具及孤儿商品。地堆及货架上孤儿商品由本商品 员工负责交给值日生或返回该柜组。 （ 值日生在还原购物筐购物车时应对车、筐内 垃圾进行清理 ）7、对自己所售商品知识做到熟知，为顾客做好解释工作。8、严格检查所售商品，如有过期、破损、瑕疵的要及时下架处理。9、如遇地面上有纸屑，垃圾无论是哪个分担区域大家随时帮助清理。10、不

21、允许出现因员工疏忽造成商品与价签不符现象。11、员工要随时检查货架商品是否丰满，做到及时补货，由其端架及地堆做到 及时补货，商品保持丰满。12、展台可视处不允许摆放私人物品，工作时间禁止到存包处寄存物品。13、每天准时随广播做礼貌用语及送宾语。14、退场时不允许大声喧哗。15、员工进退卖场不允许带包及私人物品。level of security personnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should weardistinctive

22、markings. 10, securityfocus on "safety of Sambo", partsof the construction, road surface protection facilities; implementation of Ministry of construction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and the to

23、tal package units, collaboration among the type of work, comprehensive progress in contradiction to consult each other when dealt with properly. 12, public relations personnel to abide bysocial morality, professional ethics, business discipline, properly handle PR around the construction site. Three

24、, civilized construction appraisal, management (a) the construction site "five": lighting, hardening, greening, landscaping and purification. (B) noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished and sem

25、i-finished products for education. Often quality education for workers, for moral education of the civilization production and the protection of the finished and semi-finished products. Education staff at the time of construction to respect other people and their work, cherish the completed and part

26、ially completed finished or semi-finished products. In front of the project for the corresponding rules16、节假日无极特殊情况不允许请假。17、每周星期五店办对卖场做全面检查 ( 商品陈列，现场纪律，卫生仪容仪表 我们要讲的是售后处理工作 :A、首先讲退场，晚上当闭店音乐响起时，要耐心接待好最后一位顾客，顾客未全部离开卖场，营业员就不能离开柜组，其他员工要象开店时一样标准站姿在自 己的岗位，欢送最后一批顾客。离开柜组时，要整理好售货用具，货架处是否有滞 留狐儿商品，对卖场所有电器设备，电源开

27、关进行检查，确定安全后方可离开。B、顾客投诉解决：导致顾客投诉的因素是多方面的，比如：售后服务不到位, 营业员的服务方式和服务态度欠佳等方面原因，都会造成顾客投诉，解决投诉的好 与坏，对企业来说不仅仅是挽回眼前的损失，更重要的是可以树立顾客对企业的信 心，使这些顾客有可能成为企业的忠诚顾客，因此每名员工都要认真对待每一起投 诉工作，处理投诉要求员工必须遵循退换货原则即 ： 三个为主三个一样 三个为主 ： 可换可不换的，以换为主可退可不退的，以退为主 分不清责任的，以顾客为主 （ 不影响二次销售 ） 三个一样 ： 态度要一样的热情服务要一样的周到处理要一样的认真以上所讲的是一天的工作流程及具体要

28、求。level of security personnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should weardistinctive markings. 10, securityfocus on "safety of Sambo", partsof the construction, road surface protection facilities; implementation of Ministry of co

29、nstruction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and the total package units, collaboration among the type of work, comprehensive progress in contradiction to consult each otherwhen dealt with properly. 12, public

30、 relations personnel to abide bysocial morality, professional ethics, business discipline, properly handle PR around the construction site. Three, civilized construction appraisal, management (a) the construction site "five": lighting, hardening, greening, landscaping and purification. (B)

31、 noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished and semi-finished products for education. Often quality education for workers, for moral education of the civilization production and the protection of the finish

32、ed and semi-finished products. Education staff at the time of construction to respect other people and their work, cherish the completed and partially completed finished or semi-finished products. In front of the project for the corresponding rules 第二部份为大家讲解一下我们超市员工惩罚标准 凡出现下列情况的将处以 10 元罚款，组长负连带责任，主管

33、在月考核中扣 3 元并刊登在明示板上进行通报。1、上岗不化妆，饭后不补妆，头发未束扎盘起者。2、生鲜部员工未戴方巾，口罩上岗者。3、工装不合乎要求，未按规定佩戴工牌者。4、员工指甲过长及涂染者。5、男员工留胡须，长发者。 凡出现下列情况的将处以 20 元罚款，组长负连带责任，主管在月考核中扣 5 元。1、未及时清理自己所售商品，货架，价签及责任区卫生者。2、库房卫生不合乎要求，商品摆放不整齐，清洁用具摆放 零乱。3、惊爆签，商品签及地堆围布使用带字胶带帖贴并留下胶痕未及时清理者4、地堆围布破损未及时更换或修补者。5、展台可视处摆放么人物品者。6、未及时打扫更衣室卫生者。7、POP及惊爆签未及时

34、更换或破损不及时换新者。8、购物车，购物筐卫生打扫不彻底者。9、地面杂物视而不见，互相推诿者。level of security personnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should weardistinctive markings. 10, securityfocus on "safety of Sambo", partsof the construction, road surface protection

35、 facilities; implementation of Ministry of construction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and the total package units, collaboration among the type of work, comprehensive progress in contradiction to consult e

36、ach other when dealt with properly. 12, public relations personnel to abide by social morality, professional ethics, business discipline, properly handle PR around the construction site. Three, civilized construction appraisal, management (a) the construction site "five": lighting, hardeni

37、ng, greening, landscaping and purification. (B) noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished and semi-finished products for education. Often quality education for workers, for moral education of the civilizat

38、ion production and the protection of thefinished and semi-finished products. Education staff at the time of construction to respect other people and their work, cherish the completed and partially completed finished or semi-finished products. In front of the project for the corresponding rules10、设施设

39、备不完善未及时上报者。 凡出现下列情况者处以 30 元罚款，组长负连带责任，主管在月考核 中扣除 10 元。1、站姿不标准，趴靠货架，聚堆聊天，窜岗者。 2 、 工作时间在卖场内打 手机者。3、迟到早退，不按规定时间换饭者。4、利用职务之便吃零食者。5、未尽值日生职责，没能及时清理卖场内购物用具及孤儿 商品，及顾客自行将购物车推离超市范围者。 6 、 上班时间穿工装乘电梯。7、 因员工工作疏忽商品与价签不符，导致顾客退货投诉者。8 、 不能正常销售的商品未及时下架者。9、 货架陈列不丰满未及时补货者。10、 对退货顾客态度冷淡，推脱，不及时处理者。 11 、 营业员态度傲慢， 不服从管理者。1

40、2、退场时大声喧哗，打闹者。13、工作时间听音乐者。14、工作时间到存包处寄存物品者。15、员工未向主管及营运助理请假私自休息者。奖励标准、嘉奖标准（50-100 元的物质奖励） 1 、拾金不昧且金额较大者level of security personnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should weardistinctive markings. 10, securityfocus on "safety of Sambo&

41、quot;, partsof the construction, road surface protection facilities; implementation of Ministry of construction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and the total package units, collaboration among the type of wo

42、rk, comprehensive progress in contradiction to consult each other when dealt with properly. 12, public relations personnel to abide bysocial morality, professional ethics, business discipline, properly handle PR around the construction site. Three, civilized construction appraisal, management (a) th

43、e construction site "five": lighting, hardening, greening, landscaping and purification. (B) noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished and semi-finished products for education. Often quality educ

44、ation for workers, for moral education of the civilization production and the protection of the finished and semi-finished products. Education staff at the time of construction to respect other people and their work, cherish the completed and partially completed finished or semi-finished products. I

45、n front of the project for the corresponding rules2、在各项活动中为部门取得荣誉者。3、受到顾客表扬且收到表扬信者。注:在月考核中主管可抵 5 元连带责任罚款，部门组长物质奖励 20 元。二、奖励标准 （20 元的物质奖励 ）1、积极投稿且被大楼报采用者。2、积极参加大楼举办的各项活动。3、组织大家共同参与并每期会向大楼投稿的报导员。4、文艺骨干，每次文艺活动都能积极参与并推出优秀作品者。5、在每次考评中表现突出者。注:在月考核中主管可抵 3 元连带责任的罚款。第三部分为大家讲解的是员工请假规定超市员工请假管理规定1、员工请假必须填写请假单，由

46、助理、经理签字，交行管部。 （ 特 殊情况休假者第二天补假条，否者视为旷工 ）2、员工在周六、周日及节假日禁止请假。3、促销员工如需到经销办事处或厂家开会、学习必须由供应商亲 自打电话请假，证实。4、员工如须休病假，产假需开据相关病例证明，否则按旷工处理。5 、 如需他人替班者，由部门经理助理批准 （ 每月每员工不的超两 level of security personnel on duty, fire security measures taken. 9, post signsconstruction site management and workers should wear disti

47、nctive markings. 10, securityfocus on "safety of Sambo", parts of theconstruction, road surface protection facilities; implementation ofMinistry of construction, "score", regular or not regular inspection, timely scoring, reward. 11, with coordination between theconstruction and

48、the total package units, collaboration among the type of work, comprehensive progress in contradiction to consult each other when dealt with properly. 12, public relations personnel to abide bysocial morality, professional ethics, business discipline, properly handle PR around the construction site.

49、 Three, civilized construction appraisal, management (a) the construction site "five": lighting, hardening, greening, landscaping and purification. (B) noise emission standards: the day <65dB night <55dB (c) . Protections: 1 enhancing the protection of all the construction finished a

50、nd semi-finished products for education. Often quality education for workers, for moral education of the civilization production and the protection of the finished and semi-finished products. Education staff at the time of construction to respect other people and their work, cherish the completed and partially completed finished or semi-finished products. In front of the project for the corresponding rules次)6、促销