The first section shopping mall employees essential qualities

First, the quality of basic work

Second, the concept of customer first.

Third, the awareness of quality service.

Section 2 Basic Etiquette of Shopping Mall Employees

First of all, modification

Second, the dress code

Third, attitude and etiquette.

Fourth, smile etiquette.

Chapter II Job Training for Salespersons

Section 1 Professional Orientation of Shop Assistant

First of all, the job responsibilities of sales staff

Second, the job requirements of the sales staff

Third, the role of salespeople.

Section 2 Pre-sales Preparation Training

First, pre-sale mentality adjustment

Second, the work equipment to wear

Third, pre-sale commodity inspection and preparation

The third quarter customer psychological grasp training

First of all, customers' buying motives.

Second, the factors that affect customers' purchase

Third, the customer's buying behavior.

Fourth, the consumption psychology of all kinds of customers.

The fourth quarter customer reception skills training

First, wait for the right time.

Second, the best time to approach customers.

Third, the approach to customers.

Fourth, win the favor of customers.

Five, the language skills of receiving customers

Section 5 Commodity Promotion Skills Training

I. Introduction and description of commodities

Second, do a good job in the display of goods

Third, introduce to different types of customers.

Section 6 Objection Handling Skills Training

First, the method of objection handling.

Second, the timing of objection handling.

Third, handle different types of objections.

Section 7 Training on Promoting Trading Skills

First, identify the transaction signal.

Second, the skills of facilitating transactions.

Third, add sales skills.

Four, the main points of commodity packaging

Fifth, do a good job in farewell service.

Chapter III Post Training for Cashiers in Shopping Mall

The first section cashier job responsibilities

Section 2 Shopping Mall Cashier Knowledge

First, POS system knowledge

Second, cashier knowledge

Third, the bar code knowledge

Four, degaussing system knowledge

Verb (abbreviation for verb) Other cashier concepts

Section 3 Training of Cashier's Work Standards

First, the cashier operation process

Second, the cash room working procedures

The fourth quarter specific cashier operation training

I. Collection services

Second, counting skills

Third, the identification of counterfeit banknotes.

Four. Advance payment of large bills

Five, zero and zero operation

Six, cashier error handling

Seven, cashier on-site service

Section 5 Other cashier operation specifications

I. Collection and handling of bills

Second, the handling of customer complaints

Third, the operating points of leaving the cashier

Four. Handling of notes receivable and accounts receivable

Chapter IV On-the-job Training of Shopping Mall Promoters

Section 1 Responsibilities of Sponsors

Section 2 Price Promotion

First, the characteristics of price promotion

Second, the application of price promotion

Third, the form of price promotion.

Fourth, the key points of price promotion implementation

Section III Demonstration and Promotion

First of all, show the characteristics of promotion

Second, display products suitable for promotion.

Third, the live demonstration work content

Fourth, show the promotion skills.

Section 4 Gift Promotion

First, the characteristics of gift promotion

Second, the main forms of Bei Zengpin's promotion

Third, the principle of gift selection

Fourth, the implementation points of gift promotion

Section 5 Free Trial

First, the characteristics of free trial

Second, the implementation points of free trial

Section 6 Lottery Promotion

First, the characteristics of lottery promotion

Second, the main forms of lottery promotion

Third, the implementation points of lottery promotion

Section 7 Festival Promotion

First, the characteristics of holiday promotion

Second, the form of holiday promotion

Third, the implementation points of holiday promotion

Section 8 Window Display

First, the characteristics of window display

Second, the type of window display

Third, the window display equipment and appliances

Fourth, the implementation points of window display

Chapter V On-the-job Training of Service Desk in Shopping Mall

Section 1 Job Responsibilities of Service Desk Staff

Section 2 Access Package Service Training

I. Access Packet Service Specification

Second, the accident treatment

Section 3 Broadcasting Service Training

First of all, the essential qualities of an announcer

Second, the content played in the mall

Third, the process of shopping mall broadcasting

Fourth, the principle of shopping mall broadcasting

Five, broadcast draft requirements and specifications

Section 4 Gift Distribution Training

First, the principle of giving gifts

Second, the gift distribution process

Third, gift inventory management

Section 5 Training of Invoice Issuing Process

Section 6 After-sales Service Training

I. Delivery service

Second, the installation service

Third, the "three guarantees" service

Fourth, tracking service skills.

Section 7 Customer Return and Handling Training

First, the scope of commodity exchange.

Second, the commodity return process

Third, commodity return service skills

Section 8 Customer Complaint Handling Training

First, several reasons for customer complaints

Second, the principle of handling customer complaints

Third, the attitude of handling customer complaints.

Four, customer complaint handling steps

Five, different forms of complaint handling skills

Six, different types of complaint handling methods

Chapter VI Post Training of Shopping Mall Buyers

The first section shopping mall buyer job requirements

First, the buyer's job requirements

Second, the buyer job responsibilities

Section 2 Commodity Purchase Plan

First, the market survey before purchase

Second, the purchase strategy is determined.

Third, the choice of procurement mode

Four. Establish procurement procedures

Verb (abbreviation for verb) purchase time

Intransitive verb purchase batch decision-making

Section III Screening Suppliers

I. Conditions of qualified suppliers

Second, the principle of selecting suppliers

Third, understand the real situation of suppliers.

The fourth quarter commodity procurement negotiation training

I. Elements of procurement negotiations

Second, the content of the procurement negotiations

Third, procurement negotiation skills

Four. Sign a purchase contract

Verb (abbreviation of verb) Matters needing attention in procurement negotiation

Section 5 Commodity Transportation Training

First of all, follow the transportation principle.

Second, choose the mode of transportation.

Third, determine the transportation route.

Four. Transportation of valuable and dangerous goods

Section 6 Commodity Acceptance Skills Training

I. Commodity acceptance procedures

Second, the content of commodity acceptance

Third, the main points of commodity acceptance work

Chapter VII On-the-job Training of Shop Assistant

Section 1 Responsibilities of Store Keepers

Section 2 Warehouse Planning Training

I. Commodity storage planning

Second, the warehouse operation planning

Section 3 Goods Training in Warehouse Management

First, the principle of commodity inventory

Second, the warehouse display standard

Third, the warehouse temperature and humidity management

Fourth, the warehouse safety management

The fourth quarter goods in and out of the warehouse management training

I. Commodity storage management

Second, the commodity warehouse management

Section 5 Commodity Inventory Operation Training

First, the basic knowledge of inventory

Second, the inventory preparation

Third, the essentials of inventory work

Four, after the inventory results are processed

Section 6 Training on Goods Return (Exchange) Operation

First, the return (exchange) standard of goods

Second, the main points of returning (exchanging) goods

Third, the return (replacement) operation process

Chapter VIII On-the-job Training of Shopping Mall Engineering Personnel

Section 1 Responsibilities of Engineering Personnel

The content of the equipment management in the second quarter

I. Purchase and installation of equipment

Second, the correct use of equipment

Third, the routine inspection of equipment

Fourth, the handling of equipment accidents

Verb (abbreviation of verb) equipment maintenance and maintenance

Section 3 Equipment Maintenance Training

A, distribution maintenance

Second, the electrical equipment maintenance

Third, air conditioning equipment maintenance

Four, fluorescent lamp common troubleshooting

Section 4 Training on Safe Use of Equipment

First, the use of air conditioning

Second, the use of walkie-talkies.

Third, the use of scanners.

Fourth, the use of computer equipment.

Verb (abbreviation for verb) Use of elevator

Six, the use of bargaining machine

Seven, the use of herringbone ladder

Eight, the use of safety equipment

Nine, the use of electronic anti-theft equipment

Chapter IX On-the-job Training of Shopping Mall Cleaning Personnel

Section 1 Responsibilities of Cleaning Personnel

Section 2 Detailed Rules for Cleaning of Shopping Mall

I. Hygienic requirements of shopping malls

Second, the clean work rules

The third quarter shopping mall cleaning content

I. Hygienic standards

Second, the shopping mall daily cleaning project

Third, shopping mall cleaning practice

The fourth quarter shopping mall cleaning points

First of all, the floor of the mall is clean.

II. Cleaning of elevators, escalators and stairs

Third, the bathroom is clean.

Fourth, the disposal of discarded goods.

Chapter X On-the-job Training of Security Personnel in Shopping Mall

Section 1 Responsibilities of Security Personnel

Section 2 Security Tasks

First of all, the security guard is on duty.

Second, safety management

Third, the handling of accidents.

Section 3 Robbery Prevention Training

I. Preventive measures

Second, in case of robbery.

Section 4 Commodity Loss Prevention Training

First, prevent customers from stealing.

Second, prevent employees from stealing.

Third, prevent suppliers from stealing.

Fourth, the audit position

Section 5 Fire Protection Training

First, the cause of the mall fire

Second, the mall fire facilities

Third, the content of fire control work

Four, fire equipment inspection

Five, the use of fire extinguishers

6. Safe evacuation of shopping malls

Seven, fire emergency treatment

Chapter III XI Commodity Knowledge Training

Section 1 Commodity Classification and Structure

I. Commodity classification

Second, the commodity structure.

Section 2 Commodity Pricing Methods

First, the cost-oriented pricing method

Second, the competition-oriented pricing method

Third, customer-oriented pricing methods.

Fourth, the common price strategies in shopping malls.

Section 3 Common sense of all kinds of commodities

First, textile common sense

Second, common sense of cosmetics

Third, common sense of clocks and watches

Fourth, jewelry common sense

Five, electrical common sense

Six, leather products common sense

Seven, common sense of children's products

Eight, common sense of sporting goods

Nine, stationery common sense

postscript