Friend, the following things are a bit long. I hope I can help you. . The service etiquette of supermarkets or shopping malls is not only reflected in the design of business premises, but more importantly, through the polite service of sales staff. The clerk's job is not only to sell goods with one hand, but also to be warm and thoughtful, polite, observe counter discipline and pay attention to professional ethics. Sales staff must be trained before taking up their posts, so as to improve their quality and standardize their services. The service of shop assistants is not only a matter of personal image, but also related to the image of the whole enterprise. Modern enterprises require salespeople to provide corresponding high-level services, which must pay attention to service etiquette. The basic requirements of clerk etiquette are as follows: pay attention to the gfd clerk to decorate the gfd before going to work. Sales staff in large shopping malls are generally required to wear uniform and specially designed identification clothes, ties, bow ties or streamers, and their clothes must be neat and tidy. If uniform clothing is not required, the clerk must also wear neat and decent clothes when going to work, and wear the work number plate or badge as required. A salesgirl should wear light makeup, no jewelry and long hair. Both male and female salespeople should make people feel neat and beautiful. Generous and decent. Salespeople should usually represent services. Stand tall and straight, full of energy, smiling, giving people a sense of intimacy. Always pay attention to the customers in the store, especially those near the counter, and be ready to provide warm and thoughtful service at any time. Shop assistants should be polite and well-trained when standing, walking, taking things and collecting money in the mall. Help customers choose goods, move lightly and neatly, make no noise, and sing when collecting money. It is not allowed to throw the goods or the recovered payment on the counter casually, which is an act of disrespect to customers. You can't stagger or lie on the counter at work, and you are not allowed to wander around, laugh and play, and chat together. Language should be civilized and polite. In the process of service, sales staff should master the standard counter language. As the saying goes, "a good word is warm in three winters, and a bad word is cold in June." The basic characteristics of polite expressions at the counter are conciseness, clarity, completeness and appropriateness. Salespeople should have good language cultivation and often use polite language. The basic polite expressions are "Hello", "Please", "Thank you", "Sorry", "You're welcome", "Sorry", "Please forgive me", "Never mind", "Welcome to come again" and "Goodbye". The language is polite and artistic, which can win the trust of customers and make them feel cordial and happy; Casual and blunt speech may make customers feel disgusted, misunderstood, angry, even noisy and complaining. To master the standard counter manners, salespeople should first improve their own quality, pay more attention to observing and analyzing customers' psychology and characteristics, accumulate more experience and practice more, so as to be correct, responsive, clear and concise. In addition, we should do the following: 1. Smile when talking to customers. Pay attention to choose elegant and friendly words and expressions, and avoid using vulgar and blunt language. Pay attention to pronunciation, speech speed and intonation, and create a harmonious atmosphere through gentle voice. Warm and thoughtful. Salespeople should provide customers with positive, enthusiastic, patient and thoughtful services. Customers should take the initiative to say hello when approaching the counter; When customers choose goods, they should introduce them enthusiastically; Customers ask questions, display goods, never tire of asking questions, and pick and choose; I don't care whether customers buy or not, buy more and buy less, and don't care about the level of customer requirements and attitudes. In addition, we should consider customers everywhere, provide convenience for customers and safeguard consumers' rights and interests. Items that need to be bandaged should be tied tightly and handed over to customers; Commodities that need to be inspected shall be inspected on the spot and the reasons shall be explained. When receiving customers, it is not allowed to judge people by their appearance, age and sex, professional status and nationality, which is the minimum professional ethics of salespeople. Answer customers' questions patiently. Don't say "I don't know" or "find it yourself", and don't show impatience with customers because of your troubles. In the process of counter service, the process of etiquette shop assistants providing services to customers can be roughly divided into four stages, namely, preparation stage, customer welcome stage, customer reception stage and farewell stage. At each stage, sales staff should pay attention to etiquette and provide customers with satisfactory service. In the preparation stage, before the arrival of customers, the clerk should arrive at the work site in advance to clean the environment. Shelves, counters, floors and commodities should be kept clean and tidy, and the commodity display should be plump, orderly, neat and beautiful. Shop assistants should tidy up their personal appearance and wait for the arrival of customers in high spirits. In some shopping malls, before opening the door, the staff led by the manager stood at the door of the store and politely waited for the arrival of customers. 2. Pay attention to leave a good first impression on customers in the welcoming stage. Do it: when the customer arrives, smile, say hello, greet, salute and point out the direction. When the customer enters the store, the salesperson should face the customer, greet him with a smile, nod gently and greet him kindly: "Hello!" "So there you are!" When customers browse the goods at the counter, whether they buy or not, the sales staff should stand dignified and look natural, and keep their eyes on the goods that customers care about, so that customers feel that you will provide services for them at any time. When customers browse the goods, the clerk should not say hello too early, so that customers have enough time to choose easily. When the customer needed to be greeted, he stepped forward and asked, "What can I do for you?" Or answer questions raised by customers. A competent salesperson should predict the customer's shopping intention before the customer opens his mouth. 3 Customer reception stage This stage is the central link of the whole service process. Shop assistants should pay attention to service etiquette and skills, try their best to satisfy customers, and even if they don't close the deal, they can make customers feel good. It is very important to choose the opportunity to introduce and display goods to customers. Premature exhibition will make customers wary; The exhibition was too late, and the customer diverted his attention and lost the opportunity. It is not only a matter of etiquette, but also a matter of professional ethics to introduce goods to customers in good faith, seeking truth from facts, exaggerating and practicing fraud. When there are several customers at the same time, the sales staff should "take care of two customers and greet three", receive the customers who come first, and greet and appease the later customers. When the former customer chooses, you can use the time difference to receive the latter customer. When receiving customers who have been waiting for a while, you should apologize, for example, "I'm sorry to have kept you waiting." When the customer points out the goods he wants, the salesman should say, "OK." Then take out the goods quickly and pass them politely. If the goods the customer wants are not on the counter, he can say apologetically, "I'm sorry, I'll go to the warehouse and have a look." Please wait a moment. " If this product is really out of stock in our store, you can say, "Please wait a moment and I will contact you." If you can't get in touch, you can say to the customer, "Sorry, I'll let you know when I get in touch, okay?" Or recommend similar products to customers. If customers can't choose satisfactory products, they can say "I'm really sorry, please take care" and so on. When couples come to buy things together, they should first greet the female guests and introduce the goods, but they should not neglect the male guests. When introducing goods to customers, we should use comprehensive knowledge of goods. We can politely ask customers, "What do you think?" You can't impose your opinions on customers. Use more honorifics and compliments, such as "very beautiful", "very appropriate" and "you really have a good eye", and never export words that hurt people and disgust customers. When customers with poor quality make trouble for no reason, the sales staff should be calm and calm, and can't be flexible at will. Be reasonable, be unreasonable. The clerk's polite service is the best constraint for a few unreasonable customers. 4. When customers leave the counter, whether they buy goods or not, the salesperson should nod and salute, smile and say goodbye, and use farewell words: "Thank you", "Welcome to come again later" and "Please forgive me if anything is not thoughtful". Then send customers away with their eyes. In the whole process of receiving customers, sales staff should provide smiling service. Smile is a special language and "emotional language" in service, which can replace language welcome. In the eyes of customers, the service staff is the host, and a smile expresses a friendly and enthusiastic attitude, which can make customers have a good mood and eliminate strangeness. Smiling is a kind of respect for customers. In this way, even if there are some problems with the service, customers can easily understand and tolerate them. Smile itself is a form of labor, which is easily accepted by customers and can improve service quality. Nowadays, shopping centers not only provide customers with tangible products, but also provide perfect intangible services, including elegant environment, excellent facilities and equipment, safe and proper manners. Therefore, the competition in shopping malls is not only the competition of products themselves, but also the competition of service level. As the service personnel of shopping malls, mastering service etiquette is of great significance for improving service quality, and it is also an important means for shopping malls to gain a foothold in the fierce market competition.