(1) General violation of discipline: irregular standing posture at work. Bring the breakfast box lunch into the shop. Failing to clean the cashier at the specified time. Close the door before closing time, and don't accept customers. Don't wear a number plate or someone else's number plate when on duty. Wear slippers and miniskirts to work. Leave your personal belongings at the reception desk. The cashier shirked the customer for whatever reason, and the circumstances were minor. (2) Minor negligence fine 10 yuan: abnormal shutdown. The cashier disobeyed the arrangement of the team leader during the meal time and left his post to eat without permission, which led to the cashier queuing. (3) In the process of cashier operation, more or less scanning is caused by improper cashier operation, and the circumstances are minor. (4) The cashier failed to degauss according to regulations. (5) The cashier eats overtime or leaves the machine overtime within half an hour. (6) Failing to make up the cashier's losses within three days. (7) If there is a business dispute caused by not singing, the amount of error shall be borne by the cashier.

Reward: a. The cashier who won the most praise in the first quarter was praised by customers for his enthusiastic service, once publicly praised in the store and publicized praise at the morning meeting. 50 yuan, the cashier who received the most praise within one year, will be awarded once. B 20 yuan, the cashier, will be given every reward if he finds thieves and other theft behaviors in the cashier process and provides favorable clues to catch thieves. C. The cashier will pay the money to the store service desk in time and reward 20 yuan every time. D, participate in the group skill competition, win the top three, get a one-time reward 100-300 yuan, and be directly promoted to a higher level cashier. E. At the end of the year, 30 yuan will be awarded the first prize for the number of cashier's work and work efficiency. For more information about rewards and punishments, please refer to page 34 of the cashier's workbook. )

Case: Some cashiers have warm and thoughtful service (delivering goods with both hands) and quick and sensitive actions, which are well received by customers. A cashier catches a thief (putting two commodities into a commodity package), and rewards 150 yuan.

2. Job responsibilities: (1) collect money quickly and accurately; (2) Provide good service to customers and answer their inquiries; (3) Strictly abide by the principles of singing, receiving and paying; (4) Maintain company property (cash register, cash register computer, etc.). ); (5) Responsible for cleaning the cashier area at the front desk.

3. Introduce the components of the cash register, the placement and use of shopping bags (demonstrate the cash register program).

4. Work flow: attend the morning meeting, collect shopping bags from the general cashier, print invoices, reserve funds and exchange small bills, clean the cashier, learn about promotional activities, check the cash register, receive customers during business hours, carry out shift changes, hand in sales money from the general cashier, pay mistakes in time, and keep documents.

5. Working system: a. Working hours: morning shift 7: 45- 14: 30, middle shift 14:00- jump class, and peak shift.

(It's best to write down the shifts for one week with a pen) Get ready for work 15 minutes in advance.

B. Dining time: 30 minutes in busy time (weekends, holidays or special circumstances) and 40 minutes in leisure time.

(Take off work clothes and number plates when eating)

C. Leave: Write a leave note three days in advance, which can only be approved by the class teacher.

Resignation: Write resignation application 15 days in advance.

D, employees are not allowed to shop during working hours, and shopping needs to take the employee channel (machines 6 and 7).

Cashiers who pay for relatives, friends or acquaintances are seriously at fault.

E. The cashier's time to go to the toilet is 10 minutes, and two people are not allowed to walk together.

F. In case of any business dispute caused by failure to accept or pay, the cashier shall bear the wrong amount.

G. dress: don't wear a sleeveless coat, which can't be longer than a vest. Shorts or skirts cannot be shorter than knees.

F, scan for more than three times, miss scanning, and record common faults (if a receipt has been issued after scanning for more than three times, you can ask the customer if he is willing to buy the extra quantity of goods; If the customer insists on buying only the original quantity, please return it at the service desk)

6. Safety awareness: anti-fraud and anti-theft

A. When you leave the cashier temporarily, you need to lock the drawers and put away valuables to ensure the safety of your property. Give it to colleagues or class teachers when you leave, for example, there are other unresolved problems such as items left by customers. Exit the job number, turn off demagnetizer B, and pay attention to cash safety when paying. Cash can't be exposed, two people walk together. C. Pay attention to the change when collecting money (cashier cheated 100 yuan, customer pays the bill 100 yuan. After the cashier got the change, she asked for a hundred-dollar bill, claiming that she had change. The cashier didn't get the change from the customer)

7. Necessary items: 500 yuan reserve fund, at least 2 clips, 1 pen, 1 lock, 2 small boxes and a rag.

Two-day cashier process

First, the principle of cashier

1, scanning commodity principle: fast; No multiple scans; Leakless scanning

2, degaussing principle: fast; Leakage-free degaussing; Protect goods

3. The principle of collection and payment: the principle of singing and receiving; Correct input principle; Select the payment method; Principles of identifying counterfeit money.

4. Change principle: the principle of singing and paying; Correctly change the principle; Hand delivery principle.

Second, the bagging matters needing attention

1, correct choice of shopping bags: choose the size and quantity of shopping bags according to the quantity and weight of goods.

2. Precautions for bagging: (1) Fresh food should not be mixed with dry food and department store food. (2) cooked food. Bread ready-to-eat food is not mixed with other fresh foods, and raw and cooked are separated. (3) Seafood is mixed with other raw foods to avoid cross-flavor. Chemicals are packaged separately. (4) Clothing and underwear are packaged separately. (5) Save the use of shopping bags.

Attachment: bagging operation flow: hard and heavy items must be placed flat at the bottom of the shopping bag; Square or rectangular goods are placed in the middle to avoid being damaged by external forces; Easy-to-vomit articles or light and small articles are placed above the bag; Frozen products, bean products and other goods that are easy to flow out of water and meat, vegetables and other goods that are easy to flow out of juice should be packed in side bags first, and then put into shopping bags; The goods packed in the bag should not be higher than the mouth of the bag, so as not to bring inconvenience to customers; When bagging, absolutely avoid the phenomenon of cross-shipment; For the circulation of famous products larger than shopping bags, members should be instructed to bind them at the service desk; Remind customers to count the goods so as not to forget that they are at the cashier.

3. The following items can be considered not to put shopping bags: small and portable items, such as gift boxes and pens; Commodities with handles, such as electric kettles and barrels; Commodities larger than shopping bags and inconvenient to bag; Goods exceeding the capacity of shopping bags.

Third, the cashier daily service language specification

Due to the diversity and complexity of customers' needs, it is inevitable that they will not be met, thus causing customers' complaints. And this kind of complaint is often sent to the cashier when paying the bill. Therefore, the cashier must master some coping skills: (see page 27 of the cashier's workbook for details)

4. Boot-up procedure: turn on the cashier computer (turn on UPS—- power supply-host-display screen-printer-degausser) (the off-duty shutdown procedure is the opposite). Before going to work, check whether the computer invoice device is correct, whether the cash register is networked, whether the demagnetizer works normally, whether the printer is normal and whether the ink ribbon is clear.

Verb (abbreviation of verb) How to handle and use multiple volumes and how to deal with common problems;

1, membership card

A Handling: Shopping in 58 yuan is handled free of charge with ID card; Add one yuan and bring your ID card. B. Reasons for not being able to swipe the card: issue a new card within 24 hours; Cards from other stores. Point C: Shopping costs one yuan a minute. Service desk inquiry balance

2. Business card (face card)

A bought (several denominations and samples) a new card (50, 100, 200, 300, 500, 800, 1000), and the old card has stopped issuing and is still in use (password 123456 is required to pay with the old card). The reason why B can't be brushed out: it hasn't been opened yet; Need magnetization; It has expired. C does not participate in the integral (reason) D recovery (after the customer consumes, the cashier returns it to the general cashier's office) F inquires about the balance of the card for the customer (computer demonstration)

3, know roll (or cash roll)

Use: check the volume and date of use displayed on the goods. Select the column of "knowing and doing" when paying the fee. B. When paying the bill, enter it in the "Other" column of the bill. C. keep the face intact when issuing and recycling.

4. bill of lading

Explain to the customer that the bill of lading cannot be changed, and it can only be consumed at one time, and cannot be used several times. Move the cursor to the B/L interface and enter the B/L number (8 digits) correctly.

5. Credit card

A, payment method (you can't enter the POS if you want to enter the m is, but you can demonstrate it on the computer) B, you can't swipe your card: the password is wrong, degaussing, whether the cashier signs in with a credit card after booting up and whether the system is networked C, you can't issue a MIS receipt or receipt, you can contact the cashier section chief D, and you don't participate in the integral.

Six, several payment methods

Pay special attention to the mixed payment method of face card, credit card and cash (computer demonstration)

Seven. Payment slip and receipt

1, the payment documents are actually sent to the machine to make tickets. All payment bills, both positive and negative, should be submitted to experts.

2. Print in white paper, and both payment forms need to be signed for confirmation.

3. Payment slip and receipt cannot be changed at will. Consistent with the sales records generated in the computer.

4. Separate the cash payment form, MIS, knowing and doing, and gift form, and don't type a piece of paper.

Eight, bar code failure and no bar code commodity reasons and solutions.

A, coding error: 1. Ask the class teacher for help, and ask to verify the price and barcode of the goods. 2. If you can't find the bar code of the product, the customer insists on buying it, just sign it, and the cashier collects the money for the store manager to sign for approval. 3. Submit the abnormal record to the team leader and ask the store to solve it.

B, bar code failure, and solutions: bar code is damaged, defaced and worn; The printing of fresh bar code is incomplete and unclear. Ask the class teacher for help, and ask to find the correct barcode in the same product and solve it by manual scanning. Ask for help, ask for fresh electronic scale bar code to request re-pricing.

Nine. return

The class teacher will arrange a special person to return the goods, usually machine 6. (return)

Ten, commodity degaussing

Every commodity must be degaussed by a degausser, especially detergent and expensive small commodities, such as chocolate. Clothing needs magnetic buttons. (Consequences of not degaussing)

XI。 Note: A. (1) Payment method must not be entered incorrectly. A new cashier will enter the face card to settle the bill of lading. (2) Pay attention to the wrong payment method when checking out the credit card. (3) Customers with integral cards should swipe the integral cards first, and then give them to the customers. (4) "three-tone service, singing, receiving and paying" money tickets are counted face to face. (5) The quantity of the goods must be the same as that on the computer, and the barcode verification of the same brand goods is the same as that of the checkout goods. B. When the cashier on the second floor collects money, he will collect money after seeing the amount clearly. When you buy multiple items of the same product, don't covet convenience, just lose the total amount. You should make it clear separately to avoid disputes. (6) Pay attention to the quantity of the same commodity. For example, Mengniu 200ML pure milk has three pieces in front, and the last two pieces should be multiplied by 5 instead of 2. (7) Fragile items (such as eggs and glass products). ) be sure to remind you to bring it, so as not to break it and cause disputes.

Twelve. Introduction of recent marketing activities

Three-day cashier skill improvement

First, cashier skills

A, bill counting: 390-400 sheets, 100 seconds excellent, 120 seconds good, 140 seconds qualified, 160 seconds unqualified.

Transporter: 100 item's 13-digit barcode. The accuracy 100% is excellent within 4 minutes, good within 5 minutes and qualified within 7 minutes.

Familiar with commodity price and barcode location

B. Identifying genuine and counterfeit banknotes

1. Real money 100 yuan denomination anti-counterfeiting mark (front upper right corner) reflects white light. 2. The paper at the watermark of counterfeit currency is very smooth.

3. The image in the counterfeit watermark is very clear from the bright position, and the real money needs to be seen from the light. The color of counterfeit money is stronger and brighter than normal. The paper of counterfeit money is very smooth, and Chairman Mao on real money is like a relief. 6. The length of counterfeit money is generally shorter than that of real money. 7. The words "100" on the lower left of the front of counterfeit currency (denomination 100) do not change color with the light, only one color is displayed. Real money is blue and green here. 8. Identify counterfeit money: touch, see and listen. Touch Chairman Mao's collar to see if there is any bump; See if the anti-counterfeiting place on the lower left foot changes color and the watermark is clear; Listen to the sound of paper.

Five relevant provisions on the inadvisability of RMB circulation

1. The missing area of the banknote face exceeds 2 square centimeters. 2. There are more than two cracks on the paper, each of which is more than 0.5 cm in length, and 1 crack is more than 1 cm in length. 3. The paper of paper money is soft, obviously wrinkled, discolored, discolored and deformed, which can not maintain the anti-counterfeiting function of paper. 4. There are stains on the face of the banknotes, and the graffiti area exceeds two square centimeters, or although it does not exceed two square centimeters, it covers one of the anti-counterfeiting features. 5. Coins have holes, cracks, deformation, wear, oxidation and ambiguous words, denomination figures and patterns. 6. Pay special attention to whether the disconnected and connected RMB is original (some are pieced together).

How to deal with counterfeit money: politely ask the customer to change it, or ask the class teacher for help.

C, how to solve disputes with customers

Take the principle of respecting customers and avoid conflicts with customers.

Ask the monitor for help.

Cashiers adhere to the principle in the process of cashier, and they will be given a grievance award and a one-time award to 30 yuan.

For example, customers ask for more shopping bags, put themselves in the customer's shoes, and explain or give them according to the quantity of goods, so as not to intensify contradictions.

Ask if you don't understand, and don't make a decision without authorization.

Report the problems that have occurred in time.

D. How to register quickly

Third, common problems and solutions

1. Paper jam in the printer: readjust the printer and feed the paper again (contact the computer personnel when the paper cannot be discharged).

2. If you encounter any problems, you can call for advice: (extension) General Cashier's Office 8004, Cashier's Room 8003, Cashier's Office 80 10, Cashier's Office 8007 on the second floor (the phone is at the cashier's desk at 1).

3. The customer asks for change, in principle, no change, give the customer an explanation. I can say, sorry, I don't have much change now. There is a bank next to it. You can change it at the bank.

4. The customer wants to change the face value card into cash, but the cashier can't exchange it with the customer. (Be gentle when refusing customers)

5. Cashiers can't settle accounts for relatives, friends or acquaintances, and stick to the system of avoiding suspicion.

6. Don't argue with customers about shopping bags. Explain politely to customers. Shopping bags are only responsible for packing goods for customers. When you meet a particularly unreasonable customer, you can flexibly grasp the distribution.

7. The service code of our store is 260030, and the service bar code cannot be used for commodity bar codes; The barcode of face card is 88888888, which can only be used for customers to purchase face cards.

8. In the cashier process, the payment method must not be wrong, and don't lose the credit card into cash; The face value card is entered into the bill of lading; MIS is input into POS.

9. All retained documents should be signed with their own names and kept as cash, especially credit card receipts. If it is lost, it will be compensated according to the amount.

10. When the cashier leaves the cashier for a short time, he must lock the cashier drawer. If the cashier leaves without locking the cashier drawer, the cashier will make full compensation. It takes a long time to leave for dinner, so be sure to put the sales money into the cashier box and give it to the experts for safekeeping.

1 1. The cashier takes the box card and withdraws the box from the expert. If you lose it, write an IOU and go to the cash room to get it.

12. If the cashier receives counterfeit banknotes during the check-in process, he must compensate himself. It is absolutely not allowed to give it to customers.

65438+ The correct way is to write the voucher as invalid and give it to the expert.

14. In the cashier process, we must pay attention to whether the quantity, weight and price of the goods are in line with the actual situation, scan them one by one, and adhere to the principle of opening the shopping bag first, scanning a commodity and putting a commodity into the shopping bag to avoid mistakes. Missing scanning once will be recorded as a general fault and fined 10 yuan.

15. In the cashier process, especially when receiving the whole product, you must personally check whether the quantity, price and name are consistent, and you can't trust the barcode and name told by any employee, so as to be foolproof and ensure the accurate recovery of the payment.

16. Direct conflict with customers is prohibited.