Bookstore employee code
In order to improve the work efficiency and service quality of our store, the following working rules are hereby issued, hoping to learn and encourage with you and let us do better and more professionally.
First, make use of various opportunities, work diligently through various channels (readers, books and periodicals, exhibitions, advertisements), read more books, study more, ask more questions, remember more, expand knowledge through accumulation, and improve the appreciation ability of services and books.
Second, when reading all kinds of book catalogues, you should memorize the title, author, translator, publishing house and pricing. It's best to remember more than 500 kinds of books in your department, so that you can answer when others ask. You should be familiar with several translations of a book. A book is published in several places with different titles, and the difference between the first edition and the second edition of a book. If you want to be familiar with the difference between a writer's real name and a pen name, two pen names and the transliteration of two translated names of foreign writers.
Third, we should be familiar with the masterpieces of famous writers, such as Sima Qian's Historical Records, Chen Shou's History of the Three Kingdoms, Confucius' Analects of Confucius, Laozi's Tao Te Ching and Adam? Smith's The Wealth of Nations, Gu Hongming's Spirit of China, Freud's Interpretation of Dreams, etc. ) and famous works of a certain era.
Fourth, pay attention to the addition and revision of a book. For example, some books have some shortcomings, the first edition has been revised, or some new contents have been added to the first edition, so readers should tell them when they ask.
5. Pay attention to the new book advertisements, publishing information and book reviews in newspapers and magazines, and understand the advantages and disadvantages of the review books (only by understanding the advantages and disadvantages of books can we make a good introduction).
Six, the new book to double, look at the content, understand some characteristics different from other similar books, in order to introduce or answer to readers.
Seven, observe, study and understand the reader's psychology, busy but not chaotic, actively and consciously serve the readers, and handle the contradictions with the readers.
Eight, the shop assistant should pay attention to the dignified and neat appearance, full of energy, pay attention to the adjustment of self-emotion before going to work, and cultivate good manners and friendly attitude.
Nine, the reception of readers should have the initiative to greet, answer questions, publicize and introduce, politely tell other voices, have a cordial conversation with readers, pay attention to tone and intonation, use words accurately, and do not talk about taboos.
Ten, good at oral publicity (providing book publishing and sales information), recommend and guide readers to buy books.
Eleven, readers can't simply shake their heads, nod,? Don't you know? 、? No? Be sure to attach a note when replying. If the book is not sold out, explain the reason: it is out of print, it is being released, the publishing house is printing, it is being transported, the translation is not good, and there is a new translation, which has been purchased from other places and will arrive soon. Call him in a few days, or we will have sold out, and introduce him to other bookstores.
Twelve, readers ask inappropriate or counter-offer, do you want to discount, etc. Be kind, be patient, don't be contemptuous or arrogant.
Thirteen, readers can't find books on the shelf, so we have to run up and ask them gently and help them find them. Even if you only buy a thin book, you should look for it patiently and enthusiastically, and don't be afraid of trouble. Only by sincerely contributing to them can we win the trust of readers.
Fourteen, readers want a book, just out of stock, we can introduce them to books of the same type and similar degree. Pay attention to readers' hobbies and introduce the latest books of the same nature or author.
The reader is looking for a book, but we can't buy it. We can buy it for him. The way is to register his name, address or telephone number in a specific book, buy the goods immediately, inform him when the goods arrive, and inform him if they are not worthy. Don't be interested in one or two books just because the business is too small and the procedures are too complicated. Be passionate about it. This is an opportunity to serve readers.
Sixteen, don't sell defective books to readers (books with binding errors, poor printing, dirty and broken should be separated, the first two kinds should be returned to the purchasing department, and the latter two kinds will be sold at a special price if there is an opportunity). If only a few books are slightly damaged and the contents are still intact, you can explain to the readers and ask the relevant person in charge to sell them at a discount according to the degree of damage.
Seventeen, buy the wrong book or exchange goods repeatedly, if it is not damaged within one or two days (one week in some bookstores), it should be replaced or refunded. If there are binding errors or printing defects, no matter how long it takes, whether it is dirty or not, whether it is signed or stamped, readers will return it and apologize.
18. If there are still shortcomings in our method (such as working procedures, purchase channels, etc.). ) or other departments do not do a good job, readers should ask for forgiveness when they come to the store to ask questions, listen to opinions and make necessary explanations, and record the suggestions for improvement put forward by readers. Don't think this is the business of other departments. If a store has no responsibility, it can be tough and cannot shirk its responsibility. Like what? This is not about the sales department, I don't know? 、? This is our way? 、? Is that what the superior stipulated? Wait a minute.
Nineteen, some readers with low educational level will feel strange when they walk into the bookstore for the first time, and often can't remember the title of the book at all, or say it upside down or say a few wrong words. We should think carefully and be good at understanding and help him find that article or book. Don't say no just because his topic is wrong.
Twenty, when the old man can't say the title of the book for his grandchildren, he should ask more questions. If he can't figure it out at the moment, he can let the old man contact his family by phone in the store so as not to embarrass the old man.
Twenty-one, children come to buy books, we should take special care of him and help him choose books with good content and low price. Because most children don't know how to choose yet, and they don't have much money. If children buy expensive or incomprehensible books, they should be specially reminded.
Twenty-two, for readers who only look at it but don't buy it, don't worry. When the reader leaves, don't show disappointment, boredom, discrimination and other emotions to avoid embarrassing the reader.
Twenty-three, sometimes the sales staff just got wronged, the work is inconvenient, and the heart is very troubled. However, when receiving readers, he should try his best to adjust his mentality, not transfer his troubles to readers, and insist on warm service.
Twenty-four, often clean up the dust on the bookshelf, often tidy it up, don't put it upside down, and replenish it immediately when there is room. The books in the cupboard under the bookshelf must also be neat and clean, and you can't neglect them just because you can't see them outside, especially the cupboard door must be closed.
Don't put the same book in two or three places on the shelf, otherwise, it will give readers a confused impression. Sometimes, because it is a best seller, there will be a prominent display, but it should not appear in many places in a region or category.
Twenty-six, the classification of books, to standardize the display, convenient for readers to find, but also combined with changes in reading fashion and a small number of changes in positioning and subdivision classification.
Twenty-seven, new books on shelves, must be classified according to the content and nature, can't decide for themselves, can discuss with colleagues, can't literally on shelves. Do a good job of classified display of similar books (such as different titles, different authors, the same title, different authors, different versions, etc.). )
Twenty-eight, several works of an author should be put together as far as possible to facilitate readers' choice. If the series are related, or the format is special and the genus is different, try to put them in a similar position.
Twenty-nine, the arrangement of books on the shelf, from left to right, should be uniform, with a large format at the beginning and a small format at the end. The big and thick ones should be placed in the upper part of the bookshelf, and the thin ones should be placed below, because the words on the spine of the thin books are small, and the nearsighted people can't see the words on them. We should also consider the classification order, such as the closeness of literary history, literary criticism and creative methods in the literary category. It is not easy, sometimes even impossible, to cover all aspects. Think more, organize regularly, be neat, beautiful, reasonable and practical.
Don't arrange the books on the bookshelf too tightly, lest the readers pull them out and can't put them in. If you put them in, it will tear off the back cover and even stop smoking.
When you sell or take off the last book on the shelf, you are responsible for supplementing it immediately. If it is sold out, write it down and give it to the salesman for replenishment.
Thirty-two, the extra books on the shelf are put in the cabinet or warehouse, so that anyone can find them when the original handler is not there, and it is also easy to check them, which is easy to prevent the situation that they are not on the shelf but in the cabinet.
Thirty-three, new books and bestsellers should be displayed in a particularly conspicuous position, such as new book display shelves, new book display windows, etc. Let readers see it as soon as they enter the door.
Thirty-four, the books on the flat stand should not be placed irregularly like floor tiles, and several important new books should be placed in special positions, or put a few stacks in particular. To attract readers' attention. Others are series or books of the same nature.
Bit, such as economics, philosophy into a unit, with a writer's works into a unit (even beyond the general display method, and improve one step, play the role of reading guidance). In the form and method of arrangement, we must think more, change more and innovate from time to time. Thirty-five, timely display, we should use the opportunity flexibly, create new forms and new methods, publicize and guide readers. During the festival, relevant books should be collected for display at the counter.
Thirty-six, the books on the stage should be changed from time to time (every time). If it is left too long, the corner of the book will become warped and the handwriting will turn yellow, like an old book stall; Don't be afraid of getting dirty, just put one or two copies of each. Uneven, once you take it, you will see the bottom. Attention should be paid to giving readers a fresh, lively, neat, plump, full and lively feeling.
Thirty-seven, rows of books on the stage should pay attention to the size of the folio, try to display books with similar folio together, and pay attention to the reasonable configuration of cover color to make them harmonious and pleasing to the eye.
38. The books on the stage should not exceed the area of the flat table. If the edge of the book exceeds the flat table, it will be easily taken down by passers-by and easily worn by inclined readers.
Put the books on the stage to avoid overlapping. You can't sell a few books of a certain kind and then drop them. All you have to do is pick one and put it on it, and make a stack of two books. You can't put a 36-page book on a 32-page book, and vice versa. Most of them are misplaced by readers, so you should tidy them up at any time. A stack of books is not enough. When you want to put other books at the bottom, don't put outdated or retiring books below, lest you forget them.
Forty, bookshelves and bookcases can be sorted, supplemented and cleaned according to the division of labor. In addition to always paying attention to neatness, we should also copy down the missing books and give them to the salesman for consideration. However, it should be noted that when the books are not delivered, it is only appropriate to make an inquiry to avoid reopening the packaging and making several batches unsalable. So there must be a stub for future reference.
Forty-one, the clerk should stand in the right position, where a line of sight can take care of the whole audience, don't stand in the corner where obstacles block the line of sight, and don't lean on the platform in the middle, so that the large area behind can't take care of it.
Forty-two, listen to all directions, look at six places, pay attention to who is coming, what books are sold, and what new books are there. Salespeople should pay as much attention as possible, and someone can answer when asked. Don't joke around when you are free. Forty-three, don't read books and newspapers during office hours, but you can also browse the business for the purpose of classification or a brief understanding of the content.
Forty-four, for new books, we must strive for time to put them on the shelves and windows immediately. Quick? Competitive. Forty-five, general stores should pay attention to the types and varieties of unsalable special books, such as natural science or applied technology or specialized academic works, and display them selectively.
Forty-six, during the meal shift should be equipped with good personnel, so that there is no shortage of skilled workers in the store. If you can't finish sorting out the bookshelves and serving the readers, you can let a second person take over (if it's the rest of the staff, if there are not enough people in shifts during meals, you should also focus on your own work and help take care of it).
47. As a book practitioner, it is necessary to go to the bookstore of the same trade to find out what new books they have (what we don't have should be supplemented immediately), what new methods they have and what new arrangements they have (for our reference and study). When the clerk leaves something, he should explain that he should not affect his work because of his temporary absence.
Forty-eight, if the reader has left something behind or forgot to bring change, he can hand it over to the service desk for safekeeping and broadcast the lost and found.
Forty-nine, spittoons, wastepaper baskets must be in stock, the ground should be cleaned frequently, the glass should be clean, and the glass windows, bookcases and other sundries should not be piled up to keep them clean.
50. Stealing books is inevitable. To know if anyone has stolen a book, you must first be familiar with the books stored in the store. If we don't see them being bought, we will lose one. We must ask at once whether anyone has sold or taken them. Pay attention to the people who come in and out, what books they have in their hands and how they get out (rarely steal books openly in their hands). People who are uneasy and squint when reading in the shop should pay attention, but for possible book thieves, they should take precautions first and remind them in time, not only to prevent young people from succeeding in the shop for the first time, but also to warn those who sell books to make money.
The function of bookstore
Books are spiritual products, which directly affect people's spiritual world and social development. Mainly rely on the bookstore this circulation channel to promote. Starting from the essence of books, the functions of bookstores can be summarized as: spreading ideas, popularizing culture, contacting readers and promoting publishing. At the same time, the bookstore is also the cultural brand image of a city.
Disseminate thoughts
Various classes, political parties, social organizations and even schools often use publications as an important means to spread their ideas and opinions. Judging from the history of modern bookstores in China, in the 1960s of 19, the Qing government set up official bookstores in Jiangsu, Jiangxi, Zhejiang and other provinces 10 to print some collated and carefully revised ancient books, with the aim of promoting Confucianism and maintaining feudal rule. /kloc-At the end of 0/9, Kang Youwei and other reformists set up Xue Qiang Bookstore in the capital and published books on reform, which was suppressed by die-hards such as Empress Dowager Cixi. At the beginning of the 20th century, the democratic revolutionaries headed by Dr. Sun Yat-sen set up bookstores such as Today's Mirror Bookstore, East Mainland Bookstore and National Studies Society, and issued a large number of anti-Qing books such as Revolutionary Army and Violent Return, which made ideological preparations for the Revolution of 1911 that overthrew the imperial system of the Qing Dynasty.
19 19 After the May 4th Movement, Communist intellectuals such as Yun and Chen Duxiu opened bookstores to spread new ideas and cultures. 1 year 1 month, Mao Zedong? Promote cultural bookstores? As part of transforming society? Basic occupation? . After the establishment of China * * *, many bookstores aimed at spreading Marxism were founded by local party organizations, librarians or progressives. For example, Shanghai Bookstore and Changjiang Bookstore in the 1920s, Life Bookstore, Reading Bookstore and Xinzhi Bookstore in the 1930s, Xinhua Bookstore established in the anti-Japanese democratic base areas and liberated areas, and so on. The revolutionary books published by these bookstores have played an important role in raising the ideological consciousness of workers, peasants and intellectuals and promoting the development of China's revolutionary cause. Some bookstores, which aim at propagating reactionary ideas and opposing revolutionary trends, were eventually spurned by people. After the founding of People's Republic of China (PRC), the bookstore industry has made unprecedented development, which has contributed to promoting Marxism-Leninism and Mao Zedong Thought and building socialist spiritual civilization.
Popularize culture
Bookstore is an indispensable link to popularize and popularize scientific and cultural knowledge. The key measure to popularize culture is to set up education, and the textbooks needed for various educational undertakings should be supplied by bookstores. Since 1980s, China's state-owned bookstores have issued more than 2 billion textbooks every year, accounting for more than 1/3 of the total book sales in China. This is a huge distribution project. Only through strict investigation and statistics and scientific organization and supply can we ensure that books are delivered before class, one for each person. Bookstores all over the country widely distribute scientific and technological books and academic, cultural and literary books, which have played an important role in promoting economic and cultural construction and improving people's cultural level. Bookstore workers in China insisted on going to the countryside, took the initiative to care about the needs of agricultural production, and provided targeted agricultural technical books, which promoted the development of production.
Contact readers
Bookstores are the link between authors and editors and readers. ? Familiar with readers and books? ,? Find readers for books, find books for readers? , is an important function of the bookstore to contact readers. Be able to reflect readers' needs, opinions and comments on books to the publishing department in time, and introduce publishing information and its publishing intention to readers.
Many bookstores contact and unite a large number of basic readers and record their professional needs, mailing addresses, telephone numbers, etc. In the reader contact card. Keep in touch with these readers every time you read a new book. Readers will try their best to find, find and deliver books they urgently need. Large bookstores often hold reading reports and new book conferences, invite authors to give speeches or talk to readers, and sign books for readers.
Promote publication
Bookstores have a wide network of contacts, are familiar with the market and master all kinds of complicated sales situations. They are sensitive to whether the variety, quantity, price and time of books can meet the market demand. They can feed this information back to the publishing department in time, which will make the books published by the publishing house more marketable, shorten the book publishing cycle, speed up the capital turnover and create better conditions for the expansion and reproduction of books.
Bookstore management
Some people think that compared with other industrial investments, opening a small bookstore [1] is an elegant thing that is easy to operate, both leisurely and profitable. Therefore, opening a bookstore has become a popular choice for many entrepreneurs. But isn't it easy to open a bookstore? The reporter interviewed Huo Ran, general manager of Beijing Book Wholesale, and asked her to make suggestions for entrepreneurs who are interested in investing in opening bookstores.
policy support
At present, the threshold for operating retail books is very low. You only need to get a cultural business license from the local press and publication bureau or the cultural department, and then register with the industrial and commercial bureau. There are no restrictions on the place of business.
Business circle survey
The location of the bookstore, the surrounding reading atmosphere and the radiation of readers are very important for a person who is interested in bookstore management. Bookstores have high requirements for ideal locations, and occupying a good location is half the battle. In the neighborhood of residential areas, it is also popular to open a bookstore mainly for rent, supplemented by leisure and entertainment magazines; In supermarkets, life books such as beauty, diet and leisure are often favored; In the areas where migrant workers gather, most of them are magazines, martial arts and romance books. Around colleges and universities, academic books on humanities and social sciences can be the main ones. In addition, unique content positioning can often attract good business.
Replenishment channel
Zhang Ming of Tomorrow Bookstore said that if you want to open a special bookstore, you can purchase goods in a special bookstore in Beijing. If you want to make popular books, you can buy them in publishing houses, book wholesale markets and personal studios.
The source of the publishing house depends on its reputation. Generally, purchases are made from publishers, except for some textbooks, which are 20% off, and most other books are between 6.5 and 7.2% off. In contrast, the book wholesale market is a shortcut for small bookstore operators. It doesn't need abundant funds, and it's convenient to purchase, transfer and return goods, but it only needs a discount of 3 to 5 points.
Then there is the purchase from the personal studio. Although the discount is very favorable, there are fewer varieties to choose from, the supply is unstable, and the starting point of each book is relatively high.
Quality of purchasing personnel
At present, China publishes more than 200,000 kinds of new books every year, and the rate is increasing by about 10%. Together with reprinted books, it is estimated that there are at least 300,000 kinds of books that flow into the book market every year. Choosing a marketable book variety is a subject that every bookstore buyer must do. Especially in the fierce price.
In the face of grid competition and channel competition, how to display varieties with high sales ratio and fast turnover in limited stores and maximize benefits will test the level of buyers. Nowadays, many buyers in the bookstore sales department are salesmen, reconcilers and receptionists, so it is difficult to study the business calmly, let alone analyze the market. And an excellent buyer should be an expert in the book variety he is responsible for, which has nothing to do with business? Buyer? Same.
The buyer decides the profitability of the sales enterprise. Faced with a variety of books, bookstores need to select professionals to take charge of professional sections, establish a scientific organizational structure, let buyers buy the most marketable books under the protection of the system, and establish a strong assessment and supervision mechanism. Only in this way can we get through the book purchase.
market strategy
Bookstores can implement membership system, members can enjoy lower discounts, and at the same time, they can choose new books at a certain price at the end of each year. Bookstores can also hold appreciation activities for readers every year, such as lottery.
Books are a kind of fine works, which are irreplaceable in most cases. Consumers buy soap and want to buy lux. If they don't, they can use Shufujia instead. But when you buy a book, you need a book by Habermas. Sometimes it is impossible to substitute Derrida or Haruki. Therefore, the best way to ensure tourists is to do a good job of service and keep the characteristics.
How should the promotion of characteristic bookstores be done? Half a grid taller than fashion? Hold some theme activities constantly to gather the popularity of bookstores.
Book display
According to Mr. Yang, who has many years of experience in bookstore management, the book display is very particular. First of all, the design should be eye-catching and clear at a glance. If the storefront area of the bookstore is large, it is very important to configure the corresponding layout at the entrance of the bookstore, which belongs to the shopping guide system, so that readers can see the distribution of the book area at the first time.
Secondly, the shape is concise and reflects the characteristics. Bookstores should pay attention to simplicity when stacking (book stumps), including circles, spirals and squares. At the same time, when displaying books, they should match the contents of the books themselves.
Finally, the zoning is always new. Bookstores should be divided into regions when they are laid out and displayed, and some parts can be adjusted appropriately.
stock control
Bookstore goods account for about 2/3 of the total current assets, that is, more than 65%, so if the inventory is too large, it will lead to problems in capital turnover and payment. Huo Ran summarized the calculation method of ideal inventory and matters needing attention in loan.
First, the inventory should be controlled within 3 times of the average monthly sales revenue (this is the conclusion converted from the turnover rate of general bookstores: 1 4 times a year).
Second, the calculation of monthly inventory A. Calculate the standard inventory amount by 3 times the average monthly sales income (calculated by the purchase amount). B. Calculate the monthly sales index (monthly sales income divided by monthly average sales income) from the store. C. the ideal monthly inventory is: the data above a b are for reference only. It is suggested that the bookstore owner can choose a relatively idle month (twice a year) and set it as the inventory consolidation month in the store to check whether the inventory quantity is within the ideal range. If we can make an inventory, we will be able to better grasp the actual situation. You can also refer to the list of purchases, shipments and returns at hand, so that you can grasp the general inventory situation without much trouble.
Cargo management
Teaching AIDS: The teaching AIDS in bookstores are based on the number of books sold during the period from the date of the last purchase of the teaching AIDS. It is generally recommended to control the refundable purchase quantity to 1. 1 times the previous sales volume; Non-refundable purchases are recommended to be maintained at 90% of previous sales.
Return: the quantity should be adjusted according to the sales volume. The return should be coordinated with the supplier at the time of initial purchase, which can save a lot of trouble.
investment risk
The necessary condition for bookstores to survive is profitability, so bookstores must provide the goods and services that customers need. Therefore, when considering the goods displayed in the store, the bookstore should understand the consumption habits of customers in the business circle and the development trend of all kinds of goods through market research, and confirm the size and characteristics of the market as a reference for choosing the product mix.