1) store representative

Shopping guide representatives communicate directly with customers face to face. Their every move, word and deed represent the service style and mental outlook of a specialty store in the eyes of customers. So we should always pay attention to our words and deeds, ensure the quality of service, and let customers come again happily on the basis of "trust".

2) the disseminator of information

The representatives of shopping guides are familiar with the contents and duration of various promotional activities, such as special sales, seasonal discounts, gifts from specialty stores, etc. Once a customer asks about related matters, they will give detailed answers.

3) Customer's life consultant

Only by fully understanding the characteristics, uses, uses, functions and values of the goods you sell and the benefits that each product will bring to customers in advance can we provide the best advice and help to customers in time. Therefore, an excellent shopping guide representative not only has a good performance in service and performance, but also should be a customer's life customer, and should give them the greatest help in commodity consultation and suggestion from the customer's standpoint.

4) service ambassador

In today's fierce market competition, the competitive advantage will increasingly come from intangible services. A series of small service improvements can conquer customers and overwhelm competitors. You know, having high-quality service is our way to win.

5) The bridge between specialty stores and consumers

As a bridge between stores and consumers, shopping guide representatives should stand in the position of consumers and convey their opinions, suggestions and hopes to stores in order to formulate better business strategies and service strategies.

2. Job responsibilities and scope of the shopping guide representative

1) Through the communication between the freight yard and consumers, publicize the image of goods and specialty stores to consumers and improve brand awareness.

2) Do a good job in the display and safety maintenance of the freight yard and goods, and keep the goods and marketing AIDS neat, clean and orderly.

3) Always maintain a good service attitude towards goods, create a comfortable shopping environment, and actively introduce them to consumers to help them choose correctly and meet their needs.

Goods.

4) Make use of various sales techniques to create an atmosphere of customer participation in the freight yard, improve customers' desire to buy and increase the turnover of specialty stores.

5) Collect customers' opinions, suggestions and expectations on goods and specialty stores, properly handle customer complaints in time and report to the supervisor.

6) Collect competitors' products, prices, market activities and other information, and report to the supervisor.

7) Complete daily, weekly and monthly reports (such as sales, replenishment and inventory) and report to the supervisor.

8) Complete the tasks assigned by the superior supervisor and resolutely implement the retail policies of the exclusive store.

The above are just the most basic job responsibilities of our shopping guide representative.

3. The role of the shopping guide representative

1) From the point of view of a specialty store.

Although the work objectives of shopping guide representatives are different, some are for income, some are out of preference, and some are both, but in any case, only after the overall development goal of the store is realized can the personal goal be successfully realized. It can be said that the store is a medium for shopping guide representatives to communicate socially and communicate with various "people", which is of great help to self-discipline. It can also be said that the store is a gold-plated school for shopping guides, where you can increase social experience and lay the foundation for future self-development. Since you can get so many benefits from working in a specialty store, the shopping guide representative should fully cherish this job and clearly understand that the shopping guide representative of a specialty store has the following characteristics.

(1) Positive working attitude (2) Full working enthusiasm (3) Good interpersonal relationship (4) Good cooperation with colleagues (5) Enthusiasm and reliability (6) Independent working ability (7) Creativity (8) Love one's job and constantly improve business skills (9) Fully understand commodity knowledge (10).

2) From the customer's point of view

Because the shopping guide representative is in direct contact with customers, his every move, words and deeds are directly related to customers' feelings about the specialty store; Because customers are the direct distributors of shopping guide representatives' sources of life, shopping guide representatives must know the advantages and disadvantages of specialty stores, commodities and themselves, so the significance of customers to specialty stores and shopping guide representatives is self-evident. Then the customer's favorite shopping guide representative has the following characteristics:

(1) Neat appearance (2) Polite and patient (3) Kind, warm and friendly, helpful (4) Able to provide quick service (5) Try your best to serve yourself (6) Able to answer all questions (7) Convey correct and accurate information (8) Introduce the characteristics of purchased goods (9) Be able to put forward constructive ideas. Urgent customer needs (1 1) Help customers make the right choice of goods (12) Listen to customers' opinions and needs patiently (13) Remember the preferences of old customers.

I should always remember that every customer is my good friend, and I should be willing to help him and help them do their best when buying goods. I can't cheat my good friends or neglect them, nor can I force them to buy certain goods.

3. The mentality of the shopping guide representative

Literally, "shopping guide" means to guide the purchase. The core of shopping guide work is to guide and help customers choose and realize the purpose of customers entering the store to buy. First of all, the shopping guide is required to love his work, like his first brand clothes and have great enthusiasm for his work. In the shop, he can always find his own excitement, keep his own excitement, and spread this excitement to customers, so that customers have the same enthusiasm to buy clothes and finally complete the sale.

4. Basic knowledge that a shopping guide representative should master.

Shopping guide represents its own quality, and service skills and service attitude are one of the most important factors affecting the service level of specialty stores. Therefore, new shopping guide representatives need to receive at least eight basic knowledge trainings before taking up their posts.

1) Learn about the company (exclusive store):

It is necessary to fully understand the company's history, what honors it has won, the content of product research and development and quality management, after-sales service commitment, and the company's future development direction. In addition, the market situation, circulation path and other related knowledge of commodities should also be covered.

2) Understand the industry and common terms.

A full understanding of company and industry knowledge can not only increase the sense of belonging of shopping guide representatives to specialty stores, but also increase their confidence in handling sales services, because these two knowledge are very important auxiliary sales points.

3) Product knowledge

Product knowledge is the basic point of sales service introduction. Therefore, representatives of shopping guides should keep in mind the basic knowledge such as the name, type, price, characteristics, origin, brand, manufacturing technology, material, design, color, specifications, popularity, promotion points, usage methods and maintenance methods of goods.

☆ Remember: product knowledge is very important!

4) Competitive products

In the course of work, shopping guide representatives should always pay attention to the trends of competitors (similar products and substitutes) in the same industry, such as sales volume, sales methods, market activities, price changes, new product listings, personnel changes, etc. And report these situations to the manager in time.

5) Job responsibilities and work specifications

Only by thoroughly understanding your job responsibilities and work norms and paying attention to your appearance and dress at any time can you serve your customers well.

6) Understand the characteristics of customers and their purchasing psychology.

Due to the personalized and differentiated consumer demand, the shopping guide representative should stand in the customer's position to understand his needs and ideas. Only by fully understanding the purchasing characteristics and psychology of different consumers can we better provide them with life advice.

7) Sales and service skills

To be an excellent shopping guide representative, you must have a new understanding of sales work, and you can't always stay in a narrow traditional concept, thinking that it is time for customers to say hello to sell goods after they come to the door. When receiving customers, we should study hard and use basic language, coping skills and handling customer complaints flexibly.

8) Common sense of commodity display and display

According to the color and display characteristics of goods, the display mode of row by row or layer by layer can enhance the aesthetic feeling and texture of goods, thus stimulating customers' desire to buy. Therefore, the representative of shopping guide must know how to use color, composition and lighting to match the volume, shape and appearance of goods in order to obtain the most attractive display.

In addition to the above eight knowledge that shopping guide representatives must master, when holding promotional activities in specialty stores, shopping guide representatives must also learn more about the purpose, time, method, product knowledge (for new product promotion) and other details through pre-activity training; And seriously receive all kinds of publicity materials and activities to implement the promotion.