First, the basic requirements of the cashier
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1, the clothes are mainly simple and elegant.
The first impression of customers is the clothes of employees. Cashiers wear uniforms when they go to work and bring their employee ID cards to facilitate their work.
Guest supervision. Uniforms should be kept clean and tidy, and employee ID cards should be worn on the left chest. If you need to wear a sweater in cold weather, you should wear an employee ID card.
On the sweater. Wear single natural color stockings, and choose the color that matches the shoes when wearing socks.
2. Female employees should wear light makeup and keep a proper hairstyle.
(1) Light make-up can help salespeople develop a good sense of self, enhance their self-confidence, and give customers a fresh and rewarding experience.
A pleasing visual effect is easy to leave a good impression.
② Don't wear earrings, necklaces, rings and other accessories (except wedding rings) during work.
③ The hairstyle should be fresh, simple and natural. Hold the bangs on your forehead with a hairpin, and don't cover your eyes. Shoulder-length hair should be tied up, and the hairpin and rubber band used should be single black, dark blue or brown.
(2) Smile and words and deeds
1, "smile" can cultivate sentiment and purify the soul. Employees' smiles can generate economic benefits and gain the trust of customers.
Stimulate customers' desire to buy.
2. The words and deeds of employees represent the image of the company, so the personal behavior of employees should be responsible for the company, in terms of receiving guests.
When, should pay attention to the following aspects:
(1) Receive guests with a cheerful, cordial, sincere and natural attitude;
Don't use foul language;
Modest and prudent, respect others' personality.
3. Treat colleagues with courtesy, accurate and standardized language, soft and healthy tone and moderate voice. For example:
"Hello!" "Good morning!" "Please!" "Thank you!" "I'm sorry!" "Hard work!" Wait a minute.
(3) Correct standing posture
The cashier's job is mainly to stand upright (the right hand is folded on the left hand and placed on the front and back of the abdomen).
Stand up straight with your feet crossed at a 45-degree angle. When greeting customers, stand at a 45-degree angle with the cash register.
(D) the principles and skills of receiving customers
1, principle of equal treatment: customers should not be treated differently just because they are known friends or colleagues, or because of their clothes.
Service attitude.
2. One-person-one-guest principle: Don't receive more than two customers at the same time, but when you meet other customers in the reception process, you should
Say "please wait a moment" politely and smile back.
3. First come, first served principle: customers should be received in order. If you can't judge for yourself, you should ask "which customer?
Arrive first? ",first receive the customers who arrive first, and say" please wait a moment "to the customers who arrive later.
Cashiers should always guide customers in the correct queue direction.
4, responsive principle: to the customer's request to a friendly answer, can not conflict with customers (such as distributing plastic bags).
And always consider the problem from the customer's standpoint.
Second, business skills.
1, collect "three elements" (both are indispensable)
① accuracy
The cashier should ensure the accuracy of every action. Errors in settlement will make customers doubt the quality of cashiers and damage the company's reputation; Incorrect input of commodity information will make the sales department make a wrong judgment on the sales situation and make it difficult to settle accounts with suppliers.
② rapidity
Cashiers should collect money quickly and skillfully. When the customer comes to pay, the cashier should put down his work, say hello politely, and then collect the money quickly. When cashiers change shifts, they should move more quickly to ensure that the handover work is completed within one minute.
A brisk answer
Cashiers should use polite language to receive customers with a cheerful and brisk attitude, so that customers can feel the joy of shopping here. Pay attention to tone and intonation.
2. Polite expressions for collecting money
Greeting voice: when welcoming guests, face the customers, smile at each other and say, "Welcome!" " Or "Good morning!" .
(2) Singing: input commodity information and tell the price to let customers know the price of the commodity, which can avoid being seen by customers.
The dispute arose from the wrong amount. Then, the right hand points to the display screen of the cash register and tells the customer, "Thank you. How much is it?". After receiving the payment, check the amount with the customer, "How much do you charge"; After conversion, hand the change and computer receipt to the customer and look at the customer: "How much is your change? Thanks for the sun! " .
③ You also need to use polite expressions, such as "Sir/Madam, please change shifts later", and then put the POP card in front of the counter.
3, commodity packaging (supermarkets, department stores)
① supermarket goods
No matter the quantity of goods, you should "basket by basket" when you cross the plane.
Public transport priority principle
"Big items, hard objects and heavy objects are preferred". It is best to hold heavy items in both hands; Fresh food and cooked food are placed separately; Unpackaged underwear and towels are packed in plastic bags and then put into the shopping basket. And according to the types of goods, how many plastic bags are distributed, and politely guide customers to the packaging desk to pack themselves.
Principles of distributing plastic bags
In order to avoid wasting plastic bags, fragile goods and heavy goods can be sent one more; You can send one more customer after your patronage. If there are not only customers, politely decline: "Sorry, sir/madam, we can't give out plastic bags for free." In addition to plastic bags, the company also provides wrapping paper and cartons to facilitate customers to package porcelain, large quantities or large items.
② department store commodities
The cashier is responsible for packing the goods. After receiving the money, the cashier neatly puts the goods into the plastic bag, sticks the computer receipt on the arm of the plastic bag, staples his hands with a stapler, and hands the plastic bag to the customer to say "thank you".
③ Precautions
Before packing, you should pay attention to check whether the goods are damaged or dirty. If so, you should replace them to prove that you are responsible for the customers.
The standard of packaging must be that the volume of goods accounts for two-thirds of the capacity of plastic bags, so that customers can carry them conveniently and comfortably.
Packaging should be fast and safe, and the goods should be handled carefully.
4. Delivery service and return procedures
(1) The delivery note business of the company is handled by colleagues in the business management department and the sales department, and the payment settlement of the delivery note is related to the cashier. The payment method of the bill of lading is divided into two forms: full payment and down payment:
Full payment: All customers purchase all goods in 500 yuan (except supermarket fresh food) and require delivery.
All deliveries will be made by the normal payment method. After the salesperson fills in the delivery note, the cashier will sign the receipt record column on the delivery note for confirmation.
Prepaid deposit: the cashier will collect the deposit from 10:00 to 18:00 every day, and the cashier will collect it after 18:00.
After the salesperson fills in the bill of lading, the cashier signs the deposit amount column on the bill of lading for confirmation, and uses the corresponding bill of lading to bind the deposit amount, put it in the gold bag together with the turnover of the day, and deposit it in the vault after the store closes. After receiving the deposit, the cashier must record the delivery note number and deposit amount on the process report, and ask the person in charge of the sales department to sign for confirmation. The deposit amount does not need to be entered into the computer.
Balance collection: colleagues in the business management department go to the cashier desk to deposit and collect the delivery note, deposit receipt and the balance to be collected.
According to the turnover of the delivery note, the cashier inputs the amount and balance of the deposit receipt, and after the payment is completed, the printed computer documents are handed over to the business management colleagues for processing. At the same time, fill in the deposit amount on a delivery note and input it into the computer to print out the delivery note, and finally hand over the deposit receipt, handwritten delivery note and computer delivery note to the cashier; If the balance of the deposit is received after 18:00, the cashier will do the same, just put the documents handed to the cashier in the gold bag.
② Return and exchange procedures
Shopping malls take customers as the center, so they provide customers with comprehensive and high-quality return and exchange services. The service desk is the counter where the company handles the return formalities, and the cashier there is responsible for the settlement of the return. The main principles of return:
If the goods have no quality problems, in principle, there is no refund or exchange, and the exchange price must be equal to or higher than the original commodity price.
If the goods have quality problems, you can get a refund. In principle, you must have a computer bill for returning or exchanging goods. If the customer loses the computer list, the relevant departments of the company will confirm whether the goods are purchased in this mall. All return forms are filled in by the person in charge of the service desk and then handed over to the cashier for settlement. If a customer purchases with a credit card and asks for a refund on the same day, the service desk staff will fill in the refund form, and the cashier will inform the supervisor to go through the return formalities at the original purchase bank. If you don't use the card number to return the goods that day, you can do it in cash.
5. Handling of customer comments and inquiries
① Common disputes
The price is wrong
When a commodity has two prices, the cashier should collect the money at a low price and report to the management so as to inform the person in charge of the sales department and correct the price tag in time.
Fake; query
When a customer pays with counterfeit money, the cashier should be more polite to the customer and offer to replace another coin. If the customer has any objection, the cashier should further explain and analyze the characteristics of genuine and counterfeit banknotes with the customer. If the customer still has objections, the cashier can guide the customer to the bank to identify the authenticity of the banknote. When a customer complains that the cashier is looking for counterfeit banknotes, if the customer does not leave the cashier at that time, the cashier should immediately apologize and replace another banknote for the customer, and hand over the counterfeit banknotes to the competent department for handling. If a customer leaves the cashier and complains afterwards, it will be handled by the cashier supervisor.
Fake card
The situation of fake foreign currency credit cards is more serious, so the cashier pays special attention to the authenticity of the cards when receiving them. If you find a fake card, refuse it politely. If it is impossible to distinguish the authenticity for a while, it shall immediately notify the supervisor to authorize and report the "code 10" fake card code, which shall be handled by the cashier supervisor.
The amount of change does not match.
After the cashier completes the collection work, if the customer has any objection to the collection amount or the change amount, the cashier should inform the cashier supervisor to clean the machine within the customer's sight.
Collection order
In the process of collecting money, the cashier must collect money in the order in which customers queue up. If the customer cuts in line, politely guide the customer to the correct queue position. Don't charge money first because customers speak loudly or rudely, which will cause complaints from other customers.
cheat
When the cashier encounters fraud during the collection period, he should immediately notify the supervisor on duty or the staff of the security service department to deal with it, and explain the main figures and events in detail.
② The main reason of the dispute
Commodity reasons;
Psychological reasons, such as unsatisfied personal interests;
Reasons for different roles, such as the interaction between buyers and sellers;
Work reasons, such as the phenomenon of paying attention to one thing at the passenger meeting; Settlement error; Goods have no after-sales service; False advertisement; Violation of professional ethics "going through the back door"; The service attitude is harsh and inferior.
③ Steps to deal with disputes
Listen to customers' objections;
Verify that you understand the customer's objection (repeat);
Don't argue;
Answer objections;
Try to complete the transaction.
④ Common solutions
Decoration method: If the customer's rude remarks damage the employee's personality, take the line of "the customer is always right"
Convince yourself for principle.
Alternative method: In case of conflict, another employee will replace the conflicting employee and fill the employee in an appropriate way.
Adequate customer demand.
Similarly, another employee stands in the customer's position, agrees with the customer's opinions and requirements, and resolves conflicts.
⑤ In order to avoid conflicts, cashiers should not only collect money, but also improve their own quality, so as to achieve "what to sell, what to learn and what to know". With the rapid development of commodities, consumers have higher and higher requirements for service quality. Cashiers should learn the following points:
A. Have certain knowledge of commodities, such as the name, function and usage of commodities.
B familiar with the ways of commodity knowledge, such as understanding commodities, learning from experienced salespeople, paying attention to customers' opinions, learning from newspapers or magazines, and combining your own life experience.
C. consolidate the basic theory. In order to adapt to the development of the times, improve their professional level, learn more knowledge related to work or conducive to improving their own quality.
D. learn foreign language knowledge. Learn more foreign languages in your spare time, especially common reception terms.