- Toys and baby supplies retail establishments clerk post code of conduct formal introduction發布日期：[2013/5/16 15:42:05]
Recently, Chinese toys and Baby Products Association officially promulgated "toys and baby supplies retail establishments clerk post code of conduct", designed to regulate the toys and baby supplies retail establishments clerk post behavior, improve sales professional quality and service skills, improve industry service image.
First proposed the professional service requirements for the clerk
"Specification" production, organized by the association of the industry leading enterprises 34 home sales joint drafting, main contents include: job responsibilities, job quality, appearance and demeanor, instrument, the sale of goods, exchange goods, exception handling, implementation and supervision. According to the characteristics of toys and baby products sales, mainly provides business officer shall understand the relevant national toys and baby products product quality laws and regulations and standards, the basic situation of market and development trend of children of different ages, physiological and developmental characteristics of children's health, psychological and intellectual development knowledge; familiar with the product performance, price using the method, and the safety precautions; master retail establishments sales civilized language provisions, service etiquette knowledge, goods selling knowledge, and customer communication and complaint handling procedures.
At the same time, "norms" of sales each link in the process of merchandise sales made professional services: customer behavior with children should take the initiative to greet the children, and children exchange of soft voice to warm, posture to squat or squat advisable; retail establishments if available experience samples, and the customer carry children, should take the initiative to seek the views of customers, please use the sample children experience, experience in children, shall ensure that the child safety; take the initiative to introduce the national laws and regulations to must undertake the enterprise customer service service provision; take the initiative to inform the product shelf life, warranty period, security warnings, and other should inform or prompt product use and maintenance of attention.
Toys and baby products service industry obvious particularity
Executive vice president of China toys and baby products and Secretary General of the association Liang Mei said: toys and baby supplies goods is different with the general commodity, it has some special characters: one is the category, updates faster, involves the specialized with wide range of knowledge, science and technology content continues to improve; two is the object of consumption are children, quality and safety requirements high; three is the product price is relatively low, consumer awareness is relatively weak. If the sales professional quality is not enough, there may be the following: one is the recommended inconsistent with the children's age or not suitable products for customers, not to promote the healthy development of children; two is with safety warning goods, not to the customer, lead to children not in accordance with the correct use method, produce unexpected injury; three is not familiar with the product function and use method, can not provide professional guidance. Customer purchase, not maximize the value of the products. With the continuous development of the industry, service innovation in product innovation by more and more enterprises attention, creating value through service to become the new stage of the development goals of enterprise. Association to organize the drafting of "specification", is mainly the standardization, specialization criterion to promote toys and baby products sales service, improve service quality.
First, focus on enhancing the first-tier cities retail establishments service level
Beam said: association is a nationwide "care for children, safety begin from me" as the theme of "the Chinese brand" activities. As one of the key activities in the,
Association in Beijing, Shanghai, Guangzhou first first-tier cities Tour "toys and baby supplies retail establishments training class", focusing on the training of department stores, chain store sales. Through the teaching of laws and regulations, service etiquette, communication and sales skills, child-rearing knowledge, improve sales service level, to provide professional services for the vast number of consumers.
