Be the best store manager
Chapter 24 Work Focus in Three Periods
Chapter 24 Work Focus in Three Periods
Chapter 5 Excellent Store Process Management
As the head of a store, you should master the workflow of the store and do your job well, so that you can play a leading role.
Stores in different industries have different opening hours.However, its business process is generally divided into three parts: pre-business, business and post-business.Therefore, the store manager must strictly follow the prescribed workflow every day to grasp the key points of store operation and personnel management.
Preparations before opening
Doing the pre-opening preparations is the basis for the smooth opening of the day's business. The store manager must lead the staff to carefully complete the pre-opening preparations every day, so that the store has a brand new start.The pre-opening preparations are mainly divided into field preparation, personnel preparation and goods preparation.
field preparation
1. Clean
A clean and bright business place can give customers visual enjoyment.
First of all, the business site must be cleaned up so that there is no garbage, no stains, no paper scraps, no sundries, no dust, etc. in the aisles, shelves, and windows.
Secondly, the doors, windows, glass, and advertising signs should be wiped brightly, and the fitting mirrors, hat mirrors, shoe fitting chairs, opinion books, etc. used by customers should be wiped clean and placed in appropriate positions.
Again, keep the indoor air fresh and circulated, check whether the business lighting is faulty, and prepare other lighting sources in case of a power outage on the day.
Finally, after cleaning, you have to go around to avoid ignoring some dead corners.
2. POP replacement
The types of POP include posters, hanging flags, desk cards, human-shaped display cards, etc.There are many types, placed in different corners, so our maintenance work must be meticulous to every corner of the site.
POP advertisements are designed to tell customers the latest popular products, which are periodic and seasonal items.Once the time for publicity is over, it must be replaced in time, so as to keep up with the trend.Faded and damaged promotional materials should be replaced and removed in time, otherwise these dilapidated POPs will not be able to promote your products, but will drive away customers.
people's preparation
The store manager needs to arrive at the store 15 minutes in advance every day, and turn on electrical appliances, lighting, and air-conditioning equipment in sequence after entering the store.Check whether the sound control is appropriate, whether the lighting control of the store is appropriate, whether the broadcast script and music are played on time 5 minutes before the store opens, etc.Do a good job of sign-in and attendance, check the message and business status of the previous day in the guest book, and hold a morning meeting when all the clerks arrive.
In the morning meeting, check the following:
Whether the appearance and appearance of the staff meet the regulations;
Whether the staff of each department is on duty normally;
Whether the personnel of each department work according to the plan:
Communicate the work requirements of the superior and announce the content of the business activities of the day;
Analysis of the business situation of the previous day and evaluation of work performance;
Train new employees and exchange successful sales skills;
Pay attention to the emotions of each clerk, stimulate work enthusiasm, and boost employee morale.
Before starting work:
The store manager leads the clerks to do morning exercises. The welcome atmosphere must be active, and the expression should be natural and friendly.
The store manager led the staff to shout the start-of-work slogan and start the day's work in high spirits.
Uncle Sam of Wal-Mart likes to personally lead the hundreds of senior executives and store managers attending the meeting before the company work meeting starts at 7:30 every Saturday morning, cheering slogans and doing stretching at the University of Arkansas.He likes to take the lead in shouting slogans, doing exercises or doing some crazy things, and he never tires of it.Because these all help to boost the morale of employees, enhance the cohesion within the company, and promote employees to work better.
cargo preparation
1. Prepare the goods
Before the official opening every day, the salesperson must check and prepare the goods.
(1) Re-order overnight commodities.The first thing for a salesperson to do on duty is to check and check the overnight commodities against the commodity accounts and according to the usual placement rules of the commodities, so as to clarify the responsibilities.When re-ordering products, if any doubts or problems are found, they should report to the superior in time and ask for instructions to deal with them.
(2) Prepare enough commodities.There is a jargon called "out of stock is tantamount to suicide". Therefore, on the basis of checking and checking the remaining products of the previous day, salespersons should prepare enough for the day according to the characteristics of their own products and the latest sales rules and market changes. To maintain a complete variety and sufficient quantity of goods on the shelves.
(3) Check product quality.When adding goods, you must carefully check whether the goods are damaged or deteriorated, so as to avoid the trouble of returning the goods after sale.Remember, items that are not for sale cannot be displayed.
(4) Check item price tags.Before starting business, the salesperson must carefully check the prices of the commodities one by one.For products with price tags, it is necessary to check whether the price tags are complete and whether there are no missing signs; whether the commodities sold are consistent with the product numbers and varieties on the labels; Whether the name, place of origin, model, specification, color, style, unit price, etc. of the commodity being sold are indicated on the label as required.For the products that have just been displayed, key inspections are required to avoid situations where there are goods but no prices or prices are not available.If any wrong price or lack of label is found during the inspection, it should be corrected and supplemented immediately, and the label should be hung or placed on the product to ensure that there is a product with a price, a price with a label, a label in place, a complete label, and a consistent price .
(5) Do a good job in the display of goods.Generally speaking, the display of commodities should be "full, complete, new, neat and beautiful".Before opening, according to the product display principles and display methods determined by the store, the messy products due to the previous day's sales should be rearranged to welcome the new day's sales activities.
2. Preparation of business supplies
The salesperson should prepare the tools for invoicing before opening, such as ballpoint pen, carbon paper, invoicing book, etc.The cashier should prepare enough small denomination change and store it according to the ticket value.This can not only improve work efficiency, but also avoid customer dissatisfaction caused by making customers wait because they cannot find change during the work process.
It is also necessary to prepare sales tools, promotional supplies and dressing supplies, and carefully check the measuring instruments to ensure accuracy and sensitivity.At the same time, it is also necessary to pay attention to whether the business supplies are in good condition. If they are damaged or broken, they must be replaced in time with the store manager.
According to the characteristics and needs of the commodities you manage, prepare packaging materials of different specifications, such as plastic bags, handbags, wrapping paper, etc., for the sale of commodities.In addition, the salesperson should also pay attention to keeping these packaging materials neat, tidy and wrinkle-free.
On-site management in business
Conducive to building the store manager's image for on-site management
The biggest operating feature of the store is to face customers directly, so in the on-site management, the store manager should pay special attention to the shaping of personal image.
([-]) Good professional image
For store managers, a good professional image is very important. It can enhance the value of personal brand and improve the self-confidence of their leading employees.
The so-called professional image is to reflect your specialization in the workplace.If your professional image appears unprofessional, you run the risk of being perceived as unsuitable for your profession.
As the leader of the store, the store manager must establish the prestige in the hearts of the employees and have a mature and stable demeanor. Of course, most of the current store managers are young people with personality, very active thinking, and very personal style in their actions.The role of a good professional image is to express yourself and communicate with each other, and to create a personal brand image. Therefore, personal style is very important, but the dress should not be too avant-garde, and maturity and stability are necessary.
Be sure to understand the characteristics and job responsibilities of the position of the store manager, and grasp the working atmosphere of the employees.Conversation and demeanor should show the temperament that is in line with the position of the store manager. Don’t show lack of emotional control such as blushing and crying in front of others. It will not only show your fragility and lack of control, but also make people suspicious your leadership skills.In conversations with leaders, customers, and employees, you should try your best to show humor, self-confidence, wisdom, and courage, let others feel your reliability with decisive words and deeds, and try to use less ambiguous words such as "um" and "ah." ", "Oh" and so on.
A store manager with personality, professionalism, and decent behavior is the best sign of the store. If you want people to open their mouths, they should say: "This is the store manager of this store, just different."
([-]) Appropriate appearance and appearance
As a store manager, appearing in front of customers with a clean and decent appearance is not only a need for personal aesthetics, but also a need to win customers' favor and maintain a good store image.Because the first perceptual knowledge in contact with people starts from the appearance, which should at least give people a comfortable and natural feeling. The store manager has three principles of grooming, namely cleanliness, hygiene and naturalness.First of all, we must ensure that the overall image is clean and hygienic.
1. Grooming
Hair can best reflect a person's mental state and needs to be combed and groomed carefully.
Both men and women should wash their hair frequently. It is best to avoid dandruff and not to apply too much hair gel, which makes people feel unnatural.The nature of the store manager's work determines that short hair should be the main choice when choosing a hairstyle.Men and women each have different requirements.When grooming men's hair, they must: the front hair does not cover the forehead, the side hair does not cover the ears, and the back hair does not touch the collar.In addition, it is best not to choose a bald head for men.Women's hair should not be longer than the shoulders, let alone spread out to cover the eyes.Long hair can be coiled, tied, braided, or placed under a work cap before going to work.
When communicating with employees and customers, the store manager has to speak, and oral grooming is extremely important at this time.
It is best to brush your teeth twice a day to keep your teeth white and your mouth fresh.There should be no peculiar smell in the mouth. It is best not to eat food with peculiar smell such as garlic and stinky tofu. You can chew more gum when you go out in the morning.
To keep one's face clean, the inside of the ears must be cleaned, there must be no eye mucus in the corners of the eyes, and the nose hair must not stick out of the nostrils.
Female store managers should also pay attention to lip modification.Lip makeup is the highlight of makeup, and in lip makeup, choosing the right lipstick color is the key.For example, people with fair skin should use bright colors; people with dark skin should match low-brightness colors such as ocher red and dark red; people with yellow skin should try to avoid using yellow colors and choose reddish colors. rose color.In addition to matching the color of lipstick with the skin tone and personality, you should also consider the coordination with the lip shape, face shape, and makeup color when choosing.
Men's beards should be shaved or trimmed, and it is best to apply some skin care cream at ordinary times.
Wash your hands frequently every day to keep your hands clean, and even your wrists to keep your cuffs clean.Cut your nails frequently and take good care of them. Don't keep your nails too long, just expose your fingertips a little.Keep your fingers clean and free from excess dead skin.Usually wash with hot water and apply some hand cream to keep your hands moist and soft.
The store manager usually insists on taking a bath and changing clothes frequently to avoid odor.Every time you come back from going out, you should arrange your appearance and appearance in time.Arrange hair, clothes, and polish shoes, please go to the bathroom or other places where customers cannot see.
2. Instrument demeanor
The store manager's clothing and dress reflect the spirit of the store and show the unique style of the store.Typically, a store manager should wear a uniform, work attire, or a neat suit.This is an expression of seriousness and enthusiasm for one's own work, and it is also a manifestation of respect for customers.
Store managers should wear uniforms in accordance with store regulations, and uniforms should be kept clean and flat.
Men's clothing should not be gorgeous and bright, and the clothing should not have too many color changes. Generally, the first principle is not to exceed three colors.A suit is considered to be a man's face. If you want to make it more colorful, you need to pay more attention to the "eight taboos":
Avoid trousers that are too short (the standard length of trousers is that the length of the trousers covers the leather shoes when standing).
Avoid putting shirts outside trousers.
Do not button your shirt.
Avoid a tie that is too short (the general length should be such that the tip of the tie covers the belt buckle).
Avoid buttoning both buttons of the jacket of a suit (double-breasted suits should be buttoned).
Avoid suits with casual shoes (casual shoes, sneakers, sneakers, sandals, etc.).
Avoid stuffing your suit bag with items (without your mobile phone, large bunch of keys).
In addition, shoes and socks must be well matched, neither of which is too gorgeous, and you should choose those elegant, dark socks, and avoid wearing white socks, because it is likely to distract customers; leather shoes should be kept clean, bright, and undamaged. And meet the work requirements, keep the soles, uppers, and edges of the shoes clean, and do not leave scratches, because women are most disgusted by men who do not shine shoes every day; the color of the upper should match the suit; The mud that accidentally sticks should be cleaned up in time, otherwise it will reduce the customer's goodwill towards you.
Female store managers should wear shirts with sleeves, trousers, suit skirts, and skirts with sleeves. Short skirts (more than 10 cm above the knee) and sleeveless, backless, and bare-chested outfits are not suitable.
Suits are currently the most suitable clothing for professional women, but overly fancy and exaggerated styles must be avoided; for extremely conservative styles, one should master how to accessorize and embellish them to avoid rigidity; women's suits should not be made too long, It should not be too short to fully reflect the curves of the waist and buttocks without being too exposed.
A successful professional woman must have the right judgment for popular choices, not to be too fashionable, or too chic, too cute.This will give people a frivolous, unstable feeling.
Jewelry can be used as decoration and beautification for women, but you should be careful when wearing it. It is not advisable to wear too much, bejeweled, fragrant, too big earrings and "cool" rings; Jewelry should be dignified and generous, mainly elegant, and the uniform should not be exposed when wearing necklaces or other accessories (such as amulets).
Stockings are an essential part of women's clothing, but many women ignore the details of wearing stockings and only consider the matching of clothes, jewelry, shoes, hats, and handbags. As a result, although the latter is very coordinated, the former is improperly matched. affect the overall effect.Therefore, as a direct-to-consumer salesperson, you should also pay attention to the details of wearing stockings in clothing: stockings should be higher than the hem of the skirt (it is best to wear pantyhose), and no matter whether you are sitting or standing, you should not expose your thighs, otherwise it will cause serious problems. Give people a frivolous feeling and make people distrust; don't wear silk stockings with threads or holes, you can prepare a pair of stockings in your carry-on bag, etc.
Every move and smile of the store manager in the store may be imitated by the employees and regarded by customers as a representative of the quality of the store. Therefore, the store manager should stand upright and sit in a good manner, giving people a warm, reliable and generous attitude. good impression.
(1) STATION.The main features of the basic standing posture are that the head is upright, the shoulders are flat, and the body is straight. Viewed from the side, its main outline is jawline, chest, abdomen, and straight legs.Adopting this standing posture will make people look stable, generous, handsome and upright. It can also help breathing, improve blood circulation, and relieve physical fatigue to a certain extent.
When you are waiting for sales, you can properly relax your hands and feet; while using one leg as the center of gravity, extend the other leg slightly to the outside; keep your knees as straight as possible without bending them; relax your shoulders and arms freely, While keeping your chest up, be sure to straighten your back.Taking this kind of standing posture can not only make people look beautiful, but also relieve their fatigue.
When receiving customers, the head can be slightly sideways to the customer.The lower abdomen should not be protruding, the buttocks should be tightened at the same time, and the feet should stand one after the other in a "T-step".Short conversations with others, listening to others, etc., are good times to adopt this stance.
In addition, it should be noted that the following eight situations should be avoided when standing: body tilting, hunched over, leaning on the stomach, crossed legs, improper foot position, improper hand position, half sitting and half standing, and moving around.
(2) go.When you need to walk at work, especially when you are walking under the gaze of customers, you must be graceful and steady, and maintain the correct rhythm.Only in this way can the dynamic beauty of the store manager be reflected.
Basic requirements for walking posture:
The upper body is straight, the chest is raised and the abdomen is retracted, and the spirit is full.
Lift your head, keep your chin parallel to the ground, look straight ahead with your eyes, and smile.
Strides are even, about a foot to a foot and a half in length.
The gait is smooth, natural and rhythmic.
When taking a step, the toes, heels, and direction of travel should be almost in a straight line.
The arms swing naturally and harmoniously back and forth, and the included angle with the body is generally 10-15 degrees.
(3) Squat.When you need to tidy up and clean up your work position; when your own or other people’s items fall to the ground or need to be picked up from a low place; when you need to tidy up your shoes and socks and other special situations, you can use the squatting posture .
There are two commonly used squatting positions:
High-low squat position: When squatting, the left foot is in front and the right foot is behind.The right knee must be lower than the left knee, and the inner side of the right knee should be closer to the inner side of the left calf, forming a state where the left knee is high and the right knee is low.Women should keep their legs tight, while men can separate them moderately.
Cross squat: usually suitable for female store managers, especially for women wearing short skirts.When squatting, the right foot is in front, the left foot is behind, the left knee is stretched from the lower back to the right, the heel of the left foot is lifted, and the sole of the foot is on the ground.The legs are moved forward and backward to support the body together, the upper body is slightly leaned forward, and the buttocks are facing down.
When squatting, you should pay attention: do not squat suddenly, that is, when squatting, do not squat too fast; keep a certain distance from the people around you; squatting next to others, especially when squatting next to customers, it is best Opposite sideways.
([-]) Etiquette training
1. Eye training
Eyes are the windows to the soul.In many cases, the eyes can speak better than the mouth. It can express people's most subtle and subtle inner thoughts. Your thoughts, inner thoughts, etc. can be seen from the eyes.
Learning to speak with eyes can often bring us unexpected effects, and its effects are sometimes beyond the reach of language.
Training method:
Stare into the distance for a moment, and then lock on to a target. The eyeballs move slowly up, down, from left to right, and from right to left in a W-shape. After repeated several times, close your eyes and rest for a while, then suddenly open your eyes; Then turn the eyeballs clockwise up, right, down, and left in the direction of the "mouth", and then do it counterclockwise again, repeating many times until the eyeballs feel a little tired.
2. Service with a smile
When serving customers and helping them solve difficult problems, smiling can play a very good role, and can bring the relationship between customers and stores closer.
Before the smile training, you can adjust your mentality by playing background music and other methods, and be in a clean and tidy environment.When training, focus on appreciating your smiling expression and record it.Commonly used smile training methods are as follows:
(1) Smiling to the mirror training method.Sit in front of the mirror, with neat clothes, with a relaxed and happy mood, adjust your breathing naturally and smoothly; meditate for 3 seconds, and start smiling.Close the lips lightly, so that the corners of the mouth are slightly raised, and the facial muscles are stretched; at the same time, pay attention to the coordination of the eyes to stretch the eyebrows.Practice so repeatedly.
The length of self-smile training in the mirror can be controlled freely.In order to make the effect obvious, some background music can be played.
(2) Emotional induction method.Emotional induction is the method of trying to seek the induction and stimulation of external things in order to arouse emotional pleasure and excitement, thereby arousing smiles.If possible, it is best to record it with a video camera.
(3) Memory extraction method.It is to wake up the happiest and most joyful scenes in the past from memory, to make this emotion come back to my heart, and to reproduce that pleasant smile.
(4) The chopsticks method.Choose a clean, smooth cylindrical chopsticks (it is not advisable to use disposable simple wooden chopsticks, so as not to tear your lips), place it horizontally in your mouth, and gently bite (hold) with your teeth to observe the state of smiling.
5S management of store environment
"5S" is a homework method originated from Japan, which is aimed at the arrangement and rectification of venues and objects. It was later applied to the internal management and operation of the enterprise, and it is an effective method of on-site management. The 5S management model is very suitable for the store's on-site management of people, things and things.
"5S" mainly refers to sorting (Seiri), rectifying (Seiton), cleaning (Seisou), cleaning (Seiketsu) and literacy (Shitsuke).Initially there were only the first two S’s, but the current 5S is a closed cycle that starts from literacy and ends with literacy, and the key lies in cultivating employees’ good working habits and improving their quality.
(5) Operation of "[-]S" management mode
1. Organize
Tidying up is to separate the things you want from the things you don't need, keep only the useful things, eliminate the useless things from the scene, and deal with them properly.
Basic operation:
(1) Conduct a comprehensive inspection of the workplace (scope), including what can be seen and what cannot be seen.
(2) Establish criteria for judging "yes" and "don'ts".
(3) Dispose of unnecessary items as soon as possible.
(4) Investigate the frequency of use of the required items, and determine the daily usage and placement.
(5) Formulate waste disposal methods.
(6) Daily self-examination.
Be careful when sorting out, and deal with unnecessary items decisively.
2. Rectification
Rectification is to arrange the necessary items left on site after sorting in order according to the specified position, and to mark them well for management.
Basic operation:
(1) The work done in the previous step should be implemented.
(2) Process layout, design by category, and determine the placement place.
(3) Specify the placement method, arrange them neatly, and specify the quantity.
(4) Positioning by drawing a line.
(5) Identification of places and objects.
Tidying up is a very important action in 5S and the basis for improving efficiency.
3. Clean up
Cleaning is to remove unnecessary things, keep the work site free of garbage and pollution, and keep the workplace clean and bright.
Basic operation:
(1) Establish a cleaning responsibility area (inside and outside the store).
(2) Perform routine cleaning to clean up dirt.
(3) Investigate the source of pollution and eliminate or isolate it.
(4) Establish cleaning benchmarks as norms.
(5) Make the cleaning work responsible and institutionalized.
4. Clean
Cleaning refers to maintaining the situation after finishing, rectifying, and cleaning above, so that the staff feel tidy and hygienic.
Basic operation:
(1) Implement the previous 3S work.
(2) Formulate evaluation methods.
(3) Formulate a reward and punishment system and strengthen its implementation.
(4) Senior executives often take the lead in inspections to show their importance.
5. Literacy
Literacy, through the above-mentioned 4S activities, let every employee consciously abide by various rules and regulations, and develop good working habits.It is easy to carry out 5S, but long-term maintenance must rely on the improvement of quality, so that employees can "take the store as their home and be proud of the store".
Basic operation:
(1) Formulate clothing, grooming, and identification standards.
(2) Formulate relevant rules to be observed together.
(3) To stipulate and formulate the code of etiquette.
(4) Education and training (intensify 5S education and practice for new recruits).
(5) Promote various spiritual promotion activities (morning meetings, polite sports, etc.).
(5) The effectiveness of implementing [-]S
1. Improve store efficiency and work efficiency
(1) Can quickly find the desired product.
(2) There is no need to carry out the work of moving goods.
(3) Reduce the placement space of inventory products in the store.
(4) It is convenient for customers to shop and for shop assistants to move.
2. Improve advertising effect
(1) It is convenient to purchase, free to enter and exit, and widely disseminated by customers.
(2) Commodities are easy to find, take and buy in the place where they are placed, which makes the store’s promotion method possible.
3. Improving the quality of hospitality and service
(1) Make the products that customers need easy to find, get and buy.
(2) Be able to quickly explain the condition of the product.
4. Speed up the inventory cycle
(1) Can avoid repeated ordering of goods.
(2) Clear excess inventory in time, free up space in time, and speed up the inventory operation cycle.
(3) Be able to grasp the shelf life and sequence of commodities.
(4) The current inventory situation can be seen at a glance.
(5) [-]S staffing
In order to enable all members of the store to put into practice in person, in the early stage of implementing 5S management, it is necessary to formulate a staffing for activities to clarify their respective tasks.
1. Captain. The 5S captain is usually the store manager.
2. Pickets.Members who mainly focus on shop assistants (including store managers and other responsible persons).
3. Committee. The role of the 5S Committee is to build a bridge for all staff and play a role in communication.
4. Executive force.That is, all personnel involved in 5S activities, including part-time personnel and temporary employees.
In the 5S management activities, the store manager himself should take the lead in demonstrating. The store staff, part-time workers, temporary workers, etc. should also stand on the same stand to do their own work well, and with the same sense of crisis, wholeheartedly Invest in 5S activities and work together to promote 5S activities to create excellent stores.
1 Are there non-essential items for commodities and raw materials?
2 Are there non-essential items in tools, equipment, and machines?
3 Are there any non-essential items in the Utensils and Supplies category?
4 Are non-essential items clear at a glance?
5 Are there standards for discarded items?
Rectify
6 Is there a kanban marking the venue and specific places
7 Is there a kanban marking the name of the shelf and the name of the item?
8 Is there a sign of maximum stock limit and minimum stock limit?
9 Are there signs directing customers to restrooms and cashiers
10 Is the placement of commodities, spare parts and tools considered from the standpoint of buyers and users?
Clean up
11 Is the floor always kept clean and bright?
12 Are the shelves and windows cleaned frequently?
13 Has the cleaning and inspection been carried out?
14 Is the cleaning duty and cleaning scope clearly defined?
15 Has cleaning, wiping and tidying up become habitual actions?
clean
16 Is the air in the kitchen and store dirty?
17 Is the light dimmed due to the angle, irradiance and lamp?
18 Are practitioners’ clothing and hairstyles neat and tidy?
19 Is there any device that can immediately detect the pollution once it occurs?
20 Is there a system for maintenance, rectification and cleaning?
Literacy
21 Is the dress messy?
22 Are you articulate when greeting guests?
23 Do you attend work and rest on time?
24 Are both liaison matters and notification matters communicated?
25 Does everyone in the mall (store) follow the rules and regulations?
Four "1" Morale Boosting Programs
It is said in "Cao GUI Debates": "One effort, then it will decline, and three will be exhausted." This shows the role of morale on soldiers.
There is an officer whose soldiers are extremely powerful in combat, and he has never seen his soldiers lose their heads, even after defeat.He has a secret. When the opponent is powerful, he never says the word "withdraw" to his soldiers, but shouts to his soldiers: "Brothers, come with me and go in another direction." This young man He later became a famous military strategist, but also a great statesman, he was Napoleon, when he was only 21 years old.
Morale is so crucial to soldiers on the battlefield. Similarly, as a store manager, you are also leading your soldiers—employees to fight in a fiercely competitive market, so you should also pay attention to the morale of your employees.How can we improve the morale of employees so that they can maintain a strong fighting spirit every day?Here I also want to tell the store managers a secret, which is the four "1" morale boosting plan: every day, for each employee, affirm an advantage and raise an expectation.
This incentive method is very simple and economical. It does not require you to pay a single penny. It only requires you to praise and affirm employees every day and set goals.
Du Feng is the store manager of a beauty salon. In his shop, there is a beautiful beautician Wang Mei. Although she looks good, she always has a face at work, and she is always stingy with her smile.It is conceivable that her performance will not be much better.
One morning, just after Wang Mei went to work, she walked into the store, and Du Feng happened to see her. Du Feng said to her, "Your skin is so good today, it's very shiny, and it's the best sign for our store." The words came from the mouth of the store manager, which flattered Wang Mei, who was underperforming.Du Feng continued: "However, I think you look better if you smile." As a result, from that day on, the beautician's smiles gradually increased, and his sales performance has also been continuously improved. He has become an outstanding beautician. division.
If you keep hearing criticism from your boss, you will lose your morale, but praise and encouragement are the driving force behind your work, and it is the best way to push people to use their abilities to the limit.For employees, in addition to giving praise and affirmation without hesitation, the store manager is more important to establish a good mechanism to encourage them.We must know that the enthusiasm of employees is the most valuable resource of the store. The store manager should not only be good at using it, but also put it in a good mechanism to keep it flowing.
mark?Twain said: "I can live for two months more if I get one compliment." Once employees are praised, they will realize that the store manager or boss is always paying attention to their work, and they will naturally feel the satisfaction and satisfaction of being recognized. The motivational feeling of being valued, and then have a high work enthusiasm and sense of responsibility.Not only that, praise can also remove doubts and estrangement from subordinates towards leaders, bring their relationship closer, and make the store more united.
It appears that public praise is the most powerful method store managers use to motivate employees.Numerous studies have shown that the thing that most motivates salespeople to perform at their best is praise and affirmation.In addition to being paid well, salespeople need to feel that their efforts are paying off and appreciated by store managers and colleagues.Especially now, the store structure is becoming more and more compact, and store managers often have to bear pressure from all sides.Many store managers say they are too busy to talk to people.Without communication, they lose valuable feedback they could have gotten from employees.A sincere thank you not only expresses the store manager’s appreciation for a certain behavior or value of employees, such as frankness, integrity, etc., but also greatly encourages employees to continue to show the behavior that is valued, and make this behavior gradually become a good habit.
The ultimate goal of motivation is to achieve organizational goals.Therefore, the enthusiasm generated by the incentive must help to improve the economic benefits of the store and promote the development of the store.
For us, the goal is like a compass when sailing; in store management, if we want to motivate employees to achieve the goal of the store, we must also give employees a clear and attractive goal.
Abstractly speaking, goals are the future results that individuals, groups, and organizations strive to achieve.Therefore, in addition to giving employees affirmation, the store manager also raises expectations and sets goals for employees, which is also a kind of motivation.It's like once a school determines that its goal is to become the best school in China, it will motivate the school; if a student wants to become an excellent entrepreneur in the future, it will have an impact on his current efforts to learn management theories and methods. Incentives, that is, he must first study hard and so on.The reason why the store manager can motivate him by setting goals for his employees is because the goals will become the direction of his efforts.Therefore, a good goal will have an important function of behavior guidance and motivation for employees, and it will also clarify the specific direction of employees' efforts.
Employee performance goals are the most direct driving force for work behavior.Locke, a famous American behavioral scientist, put forward the theory of goal setting in 1968.The theory holds that being committed to achieving goals is the most direct motivation for people to work, and people pursue goals to satisfy their emotions and desires.Therefore, setting appropriate goals for employees is an important task in management work.
When an employee's work is done well, the store should properly give sincere praise, which will help meet the employee's need to be respected and enhance their self-confidence in doing their job well.The goal will make people's behavior directional, leading people to achieve a specific result rather than other results.Therefore, the process of goal setting is also an effective motivational method.Therefore, just remember to affirm an advantage and raise an expectation for each employee every day, and you will get unexpected huge benefits.
Adjustment of the image of the clerk
Employees are the image of the store. In the diversified and personalized consumer market environment, it is no longer possible for the store to only engage in commodity sales.
Meet the purchasing needs of consumers.How to increase the added value of goods and provide customers with more services requires the store manager to keep abreast of the service of the clerk.
Store employees are in direct contact with customers, and every move is related to customers' impression of the store.As far as common sense is concerned, the store manager even
Some clerks know that in the specific process of employees providing services to service objects, the image of clerks is the most noticed by the other party.
, and is the most valued part of the other party.It is precisely because of this that in business, the store manager should pay attention to the adjustment of the image of the shop assistants, because their image greatly affects the overall impression of customers on the store.
([-]) Grooming and instrument specifications for store employees
The so-called appearance and appearance norms refer to the face, attitude, clothing, dress, posture, speech and behavior of store employees when they are on duty.
and other standards and regulations.The appearance and appearance of store employees are the "face" of the store, which directly affects customers.The quality of the customer's first impression of the store mainly depends on the appearance and appearance of the store staff.
1. dignified appearance
A dignified appearance is to require employees to pay attention to their own beauty, and this beauty is in line with the national conditions and national living habits, and in line with the professional characteristics of employees.Specifically, it is to have a healthy body, a full spirit, and a clean and hygienic image, so as to leave customers with a good image of beauty, health, cleanliness, and elegance.
The healthy body and appearance of employees have a certain influence on customers.Being full of energy and neatly dressed often gives customers a sense of safety, hygiene and pleasure.Customers are received by such store staff and can buy the products they sell with confidence. For those products that are directly eaten, they are even more affected by this aspect.Conversely, customers will feel displeased if store employees are sluggish and unkempt, and customers will feel disgusted if they are selling ready-to-eat products.
2. Appropriate dress
The so-called decent attire means that the store employees are required to wear neat, well-fitting and elegant clothing during work, which is in harmony with the working environment, work characteristics, and personal body shape.
People's character quality, mental outlook and other aspects can be reflected from their clothing.The clothing of the store staff is required to be beautiful, comfortable and natural, and can be in harmony with the business environment of the store and meet the needs of receiving customers. It helps to express the characteristics of the store staff and can give customers a fresh, bright, simple and stable vision. impression.shop
The comfortable and dignified clothing of employees can make customers think of the store's business style and service spirit, thereby generating varying degrees of trust and promoting purchase activities, so it can have a positive impact on customer purchase behavior.
A store should have uniform work clothes, and the color and style of the work clothes should be determined according to the format of different stores.Specifically speaking about the clothes worn by shop assistants: clean and hygienic means that the hands, faces, clothes, hats, headscarves, hair, beards, nails, etc. of store employees meet the hygienic requirements; work clothes, work caps, and headscarves should be worn according to different types of work. Fit well and have the same color tone; shop badges and work badges must be worn neatly and standardly; earrings, rings, and necklaces must meet social requirements and be consistent with local customs; no bracelets, and colored glasses are not allowed.
In short, the clothing worn by shop assistants must comply with hygiene, national customs and social requirements.
3. Polite demeanor
A person's behavior can reflect his psychological characteristics, reflect the person's spiritual outlook and degree of civilization.The elegant manners required of store employees are to require store employees to be generous, dignified, polite, well-educated, and show high quality, well-cultivated and good manners in terms of body movements, temperament, and demeanor during the operation and service process. image.
The manners of store employees mainly include standing, walking, receiving deliveries, exhibiting and receiving customers, welcoming customers, introducing them, answering inquiries, saying goodbye, etc.These behaviors reflect the behavior of store employees, and should be the natural expression of spiritual beauty, which is based on moral standards and business ethics, as well as caring and respecting customers.Therefore, store employees should pay great attention to strict demands on themselves, and behave in a gentle manner.
The specific requirements for the elegant manners of the shop assistants are: when standing, there must be a feeling of being upright, straight, tall and natural; when walking, they must be vigorous, brisk, stable, and calm; when greeting customers, they must speak sincerely and with a smile on their faces , the voice is clear; when introducing products, you must be sincere, narrate appropriately, and have a gentle voice; when delivering products, you must be accurate, quick, correct, and handle them with care; when you say goodbye to customers, you must be polite and friendly.
4. Appropriate speech
Proper conversation means that store employees are required to use appropriate language for different types of customers when receiving customers, and talk in a measured manner.Smile naturally, have a kind tone, be full of emotion, concentrate, and have appropriate posture and context.The specific requirements are: in terms of diction, intonation, expression, etc., be able to be clear and accurate, moderate in speed, full of sincerity and goodwill, full of appeal and persuasion.
([-]) Specifications for the personal image of store employees
1. Overall image requirements
(1) Wear uniforms and pin badges.
(2) The clothes are neat and tidy, and the appearance is dignified.
(3) Smile and treat guests politely.
(4) Check each other and improve together.
2. Grooming requirements for male store employees
(1) Clothing: Wear the prescribed uniform, the clothes should be neat and ironed, the shirt buttons should be fastened, and the cuffs should not be rolled up.
(2) Hands: Keep clean and hygienic, and long fingernails are prohibited.
(3) Shoes: Wear black or brown leather shoes and keep them tidy. Sports shoes, slippers and espadrilles are prohibited.
(4) Hair: It is strictly forbidden to keep long hair, cut it regularly and keep it tidy, the hair should not cover the face, and it is forbidden to dye the hair in color.
(5) Decorations: Employees in the food and catering department are prohibited from wearing jewelry, and employees in other departments are allowed to wear wedding rings (except gemstone-embedded rings).
(6) Face: Beards and sideburns are not allowed.
(7) Tie: It is well matched with suits and shirts, clean and well tied.
(8) Style: in line with the season and working environment.
(9) Badge and job number plate: fixed in the designated position, without skew.
(10) Socks: mainly black and white, no smell, no damage.
3. Grooming requirements for female store employees
(1) Clothing: Wear the prescribed uniform, the clothes should be neat and ironed, the shirt buttons should be fastened, and the long tubes longer than the hem of the skirt should be worn
Socks and pantyhose are all flesh-colored.
(2) Hands: Keep hands clean and hygienic, and it is forbidden to keep long nails.
(3) Shoes: Wear black or brown shoes and keep them tidy. Sports shoes, slippers and espadrilles are prohibited.
(4) Hair: regular haircuts, keep it neat and tidy, long hair should not cover the face, loose shawls are not allowed, bangs should be moderate, and eyebrows should not be covered
Hair; hair dyeing is prohibited.
(5) Decorations: Black, brown, and blue series are suitable for headwear; employees in the food and catering department are prohibited from wearing jewelry, and other departments
Employees are prohibited from wearing earrings with a diameter of more than 5 mm; employees in the food and catering department are prohibited from wearing necklaces, bracelets, and anklets;
Door employees are allowed to wear wedding rings (except stone-encrusted rings).
(6) Hair bands and hairpins: elegant in style and elegant in color.
(7) Makeup: Elegant and pleasant.
(8) Perfume: fresh and elegant.
(9) Badge and job number plate: correct and not in the designated position.
(10) Stockings: mainly flesh-colored, without damage.
4. Other grooming requirements
(1) Clothes should be washed clean and ironed flat.
(2) Socks should be changed and washed every day. Female employees should prepare an extra pair of socks for replacement.
5. Develop the correct way of saluting
There are two ways to salute, which are classified by the angle of bending from the waist to the upper body. There are 15-degree salute and 45-degree salute.
(1) 15 degrees ceremony. The 15-degree salute is used to say hello. It can be used when responding to customers with "okay" or "keep you waiting" and expressing thanks for your patronage, that is, when we say "welcome" and "thank you" to customers Way.
When saluting, keep your legs together naturally, put your hands in front of your body, lean your upper body forward, and when you lean your upper body, your eyes will fall on the other person's shoulders. At the same time, you should have a smile on your face to give people a natural and friendly feeling.
(2) 45 degree ceremony. The 45-degree salute is the most polite and respectful salute.The key points during the salute include the following:
① Stand in the basic posture.
②Line of sight: When saluting, you must always look into the eyes of the other party, but you must pay special attention not to be too rigid and stare at the other party. In addition to friendly eyes, you must also have an easy-going smile.When the upper body is tilted, the line of sight moves to the floor 1 meter in front.
③ Keep your neck and back straight.With the waist as the fulcrum, the nape of the neck should form a straight line.Do not hang your head or hunchback, otherwise it will give people a feeling of insincerity.
④ Actions must be rhythmic and not absent-minded, otherwise it will give people a feeling of disrespect for others.
⑤ The speed should be consistent.The upper body leans forward and lifts at about the same speed.Too fast makes people feel sloppy, too slow and people think too polite.
The 45-degree ceremony is mainly used when expressing apologies to customers or dealing with customer complaints, so that customers can feel the sincerity of the store staff.
meaning, to ease the conflict.
([-]) Code of conduct for employees who receive customers
Receiving customers means that store staff approach and greet customers.In the reception process, we should pay attention to the standard requirements in two aspects: one is to choose the best contact time; the other is to say the first sentence well.
1. Choose the best contact time
Choosing the best contact timing is a difficult point of contact.It is neither too late nor too early to reach out to customers.Contacting too late will give people a feeling of indifference and neglect; but contacting too early will make customers feel oppressed.The timing of contact should generally be mastered after customers have attracted attention and become interested in a certain product.
2. Say the first sentence well
When and how to say hello is more appropriate?Generally speaking, customer shopping has a psychological transformation process:
Attention-interest-association-desire-comparison-belief-action-satisfaction, and the best time to greet customers should be when the customer's psychological change process starts from "interest" to "association" stage Between is ideal, before or after is not good.
The stage before this is "attention". If you greet the customer at this time, the customer may become more alert or even leave; after that, it will become the stage of "desire" and "comparison review", and it is too late to say hello at this time.Because, during the long period from the "attention" to the "desire" stage, customers rarely keep looking at the product and waiting for someone to come and greet them.
Therefore, if the customer's psychology can be approached between "interest" and "association" in a timely manner, it can easily grasp the customer's heart and guide him to buy, which can be said to be very effective.At the same time, when contacting customers, the store staff should smile, look at the customers, nod their heads, and should not turn a blind eye to the customers with a blank face.
([-]) Code of conduct for delivery and display of goods
Taking and delivering goods refers to store employees taking out goods from the counter or shelf, handing them over to customers or handing them over to customers for viewing, identification and selection.When picking up and delivering goods, it is required to ask questions in a timely and proactive manner, be accurate and agile, and be polite and decent.
While picking up and delivering the goods, store employees must seize the opportunity to display the goods to customers in a timely and proactive manner.Product display refers to a service skill in which store employees display the overall picture, performance and characteristics of the product in a flexible and creative way so that customers can identify and select the product and arouse customers' interest in purchasing.
([-]) Code of conduct for seeing off guests
Seeing off guests is the last link in the counter reception work, and it is also an important aspect of service.Saying goodbye to customers politely is the cultivation that store employees should have.Store employees say goodbye to customers politely, which will make customers feel cordial, leave a good impression, and even establish credibility for the store, laying a good foundation for subsequent sales.
The basic requirement for seeing off customers is to be kind and natural, and use simple language, such as "goodbye", "welcome again", "please go slowly", "go well", "thank you", "please take good things" and so on.
Assist in sales
The store manager should properly assist in sales during the business operation. For example, the store manager can personally receive big customers to show the honor of the guests.At the same time, the sales of the store manager can set an example for the store staff to learn from and stimulate the motivation of the staff.
Focus on goods
The store manager should also pay attention to the goods from time to time, check frequently to see if the tally personnel are in place to prevent out-of-stock phenomena, and at the same time collect customer feedback on the products, find the main products, better formulate product plans, and increase sales achievement.
busy time
When it is the busiest, the store manager has to sit in the store to deal with emergencies and improve efficiency, so that employees can work with peace of mind, perform their duties, and the affairs of the store are orderly.
work after business
When the last customer is sent away, the store closes, and the day's business work is over. The store manager's work is not over yet, and the day's summary work needs to be done well.
1. Sales summary
According to the record card of the quantity of goods, comprehensively count the quantity of goods sold on the day and the quantity of goods remaining; calculate the sales payment and check it with the sales order; carefully check whether the goods sold are consistent with the payment; check the goods sold and the payment received Whether the list matches, make sure that all three checks are consistent.
After the business closes, the clerk in charge of collection should check the payment received on the day with the receipt, and then submit it to the financial department of the company together with the completed payment slip in time to settle the sales amount of the day.
2. Check your goals
After the clerk in charge of collecting the money has handed in the money received that day, he also needs to enter the purchases and sales of the day into the account book, check out the inventory of the day, and fill in various business reports.The clerk who has no responsibility for collecting money should also make a record of the work situation of the day in time.This is convenient for the clerk to review the deficiencies in his work every day.
3. Replenishment
After keeping accounts and checking the goods, if you find that a certain commodity has been sold out or the quantity is low, you must replenish it in time.If there is no stock in stock, you should place an order with the company in time to ensure continuous stock.
4. Store finishing
After the business is over, in addition to doing a good job of checking and checking, the clerk also has to arrange the misplaced or messed up products due to customers' selection during the business process.Put the displayed products in a fixed position, clean the store, remove the garbage, wipe the shelves again, and prepare for the business work of the next day.High-end items should be covered with dust-proof cloth to strengthen product maintenance.
5. Handover matters
The clerk who implements the two-shift system or the one-shift system with alternate days should leave a message to inform the colleagues on duty the next day when encountering price adjustments, price reductions, new product launches, customers or leaders who have explained matters, or unfinished matters that day.
6. Exit inspection
The clerks should keep the invoices, payment receipts, personal badges, account books and other items under their management properly. Valuable goods should be put into boxes and cabinets and locked.Pay attention to turn off the lights, turn off the power supply, and lock the doors and windows.Before leaving the store, check carefully again to prevent problems before they happen.
The closing of the business is the same as the preparatory work before the business, and the clerk must carry it out carefully, and must not be careless.In order to get off work as soon as possible, do not receive customers or neglect customers, give customers an "exit order" or refuse to sell goods with a straight face.Even when it's off-duty time, be warm and patient with the last customer, and then do end-of-business maintenance.
Store manager business inspection list
Time period category check content check status
Preparations before opening
personnel
1. Is there any regulation on staff appearance and clothing?
2. Are the staff of each department on duty?
3. Have the staff of each department worked according to the plan?
Commodity 4. Did the fresh food in the morning shift arrive on time and in good condition?
5. Has the product with poor freshness expired?
6. Is the special offer of each department fully displayed?
7. Is the POP hanging of the special offer ready?
8. Has the product shelf been completed?
9. Is the front display ready?
5S 10. Is the entrance cleaned?
11. Have you cleaned the ground, glass, and cash register?
12. Has the bathroom been cleaned?
Others
13. Are the music controls appropriate?
14. Is the lighting control of the business place appropriate?
15. Is the cashier ready for change?
16. Are the shopping bags in place?
in operation
before peak business
Products
1. Is there any defective product?
2. Is there a regular check on the freshness of the product?
3. Is the volume of the end rack display enough?
4. Are the prices of POP products consistent?
5. Is the product display enough?Do you want to restock?
Store finishing
6. Is the projection light turned on?
7. Is the passage unobstructed?
8. Is there a channel blocked or hindering the sale of goods?
9. Is there any situation where there are too many outstanding displays?
10. Is the ground of the business premises kept clean?
Sales during business peak
11. Is the special sale news in the store played regularly?
12. Have any departments sent people to the business premises to greet customers?
13. Are customers queuing up too long? Do you want to increase the number of boots?
14. Do you want backcourt personnel to support the cashier?
15. Do you need urgent replenishment?
16. Are there any staff chatting or doing nothing?
17. Does the POP fall off?
after business peak
Store finishing
18. Are there any contaminated or damaged items on the business site?
19. Is there any midway settlement?
20. Are there any missing items that need to be replenished?
21. Have you confirmed the reason why the turnover has not been reached during the time period?
22. Are the display racks and freezer (storage) cabinets clean?
Is the POP display defaced?
24. Is the location of POP posting appropriate?
25.Is the POP written correctly?Is it the right size?
26. Is the appeal of POP strong?
Always pay attention
Products
27. Is the price card consistent with the product display?
28. Are there any vendors displaying or moving products in the store?
29. Are there too many slow-moving products on display and too little best-selling products on display?
30. Is the expiry date of the product regularly checked?
Services
31. Does the business place greet customers with civilized language?
32. Do you help customers who have a lot of shopping to pick up the goods?
clean
33. Is the toilet kept clean and unobstructed?
34. Is there enough toilet paper in the bathroom?
35. Are entrances maintained clean?
36. Are the floors kept clean?
device
37. Has the temperature of the freezer been confirmed regularly?
38. Are the signboard lights turned on in the evening?
back-court
39. Has the purchase acceptance been carried out in accordance with the regulations?
40. Are the empty cartons unpacked and neatly stacked in the designated area?
41. Is the label paper discarded anywhere?
42. Are the returned products neatly arranged in the specified position?
Others
43. Is there enough stock for bestsellers or special offers?
44. Is the sign board of the business place correct?
45. Are the shift personnel operating normally?
46. Has the turnover of the previous day been paid to the bank?
47. Have you sent department personnel to investigate competing stores?
48. Is music played in the business premises before closing?
work after business
Store
1. Are there any customers stranded?
2. Is the music turned off in the business premises?
3. Is the signboard light turned off?
4. Is the store closed?
5. Is the shutter door pulled down?
6. Is the air conditioner turned off?
7. Has the cash register been cleared?
workplace
8. Has the fresh food processing equipment been closed and cleaned?
9. Has the workplace been cleaned?
10. Did the staff leave through the back door?
11. Are there any employees stranded?
cash
12. Is the number of starting machines consistent with the number of paid copies?
13. Has the counter business cash been returned?
14. Has the invalidated invoice been signed and confirmed?
15. Has the operating cash of the day been completely locked in the vault?
16. Has the security guard been confirmed normally?
(End of this chapter)
Chapter 5 Excellent Store Process Management
As the head of a store, you should master the workflow of the store and do your job well, so that you can play a leading role.
Stores in different industries have different opening hours.However, its business process is generally divided into three parts: pre-business, business and post-business.Therefore, the store manager must strictly follow the prescribed workflow every day to grasp the key points of store operation and personnel management.
Preparations before opening
Doing the pre-opening preparations is the basis for the smooth opening of the day's business. The store manager must lead the staff to carefully complete the pre-opening preparations every day, so that the store has a brand new start.The pre-opening preparations are mainly divided into field preparation, personnel preparation and goods preparation.
field preparation
1. Clean
A clean and bright business place can give customers visual enjoyment.
First of all, the business site must be cleaned up so that there is no garbage, no stains, no paper scraps, no sundries, no dust, etc. in the aisles, shelves, and windows.
Secondly, the doors, windows, glass, and advertising signs should be wiped brightly, and the fitting mirrors, hat mirrors, shoe fitting chairs, opinion books, etc. used by customers should be wiped clean and placed in appropriate positions.
Again, keep the indoor air fresh and circulated, check whether the business lighting is faulty, and prepare other lighting sources in case of a power outage on the day.
Finally, after cleaning, you have to go around to avoid ignoring some dead corners.
2. POP replacement
The types of POP include posters, hanging flags, desk cards, human-shaped display cards, etc.There are many types, placed in different corners, so our maintenance work must be meticulous to every corner of the site.
POP advertisements are designed to tell customers the latest popular products, which are periodic and seasonal items.Once the time for publicity is over, it must be replaced in time, so as to keep up with the trend.Faded and damaged promotional materials should be replaced and removed in time, otherwise these dilapidated POPs will not be able to promote your products, but will drive away customers.
people's preparation
The store manager needs to arrive at the store 15 minutes in advance every day, and turn on electrical appliances, lighting, and air-conditioning equipment in sequence after entering the store.Check whether the sound control is appropriate, whether the lighting control of the store is appropriate, whether the broadcast script and music are played on time 5 minutes before the store opens, etc.Do a good job of sign-in and attendance, check the message and business status of the previous day in the guest book, and hold a morning meeting when all the clerks arrive.
In the morning meeting, check the following:
Whether the appearance and appearance of the staff meet the regulations;
Whether the staff of each department is on duty normally;
Whether the personnel of each department work according to the plan:
Communicate the work requirements of the superior and announce the content of the business activities of the day;
Analysis of the business situation of the previous day and evaluation of work performance;
Train new employees and exchange successful sales skills;
Pay attention to the emotions of each clerk, stimulate work enthusiasm, and boost employee morale.
Before starting work:
The store manager leads the clerks to do morning exercises. The welcome atmosphere must be active, and the expression should be natural and friendly.
The store manager led the staff to shout the start-of-work slogan and start the day's work in high spirits.
Uncle Sam of Wal-Mart likes to personally lead the hundreds of senior executives and store managers attending the meeting before the company work meeting starts at 7:30 every Saturday morning, cheering slogans and doing stretching at the University of Arkansas.He likes to take the lead in shouting slogans, doing exercises or doing some crazy things, and he never tires of it.Because these all help to boost the morale of employees, enhance the cohesion within the company, and promote employees to work better.
cargo preparation
1. Prepare the goods
Before the official opening every day, the salesperson must check and prepare the goods.
(1) Re-order overnight commodities.The first thing for a salesperson to do on duty is to check and check the overnight commodities against the commodity accounts and according to the usual placement rules of the commodities, so as to clarify the responsibilities.When re-ordering products, if any doubts or problems are found, they should report to the superior in time and ask for instructions to deal with them.
(2) Prepare enough commodities.There is a jargon called "out of stock is tantamount to suicide". Therefore, on the basis of checking and checking the remaining products of the previous day, salespersons should prepare enough for the day according to the characteristics of their own products and the latest sales rules and market changes. To maintain a complete variety and sufficient quantity of goods on the shelves.
(3) Check product quality.When adding goods, you must carefully check whether the goods are damaged or deteriorated, so as to avoid the trouble of returning the goods after sale.Remember, items that are not for sale cannot be displayed.
(4) Check item price tags.Before starting business, the salesperson must carefully check the prices of the commodities one by one.For products with price tags, it is necessary to check whether the price tags are complete and whether there are no missing signs; whether the commodities sold are consistent with the product numbers and varieties on the labels; Whether the name, place of origin, model, specification, color, style, unit price, etc. of the commodity being sold are indicated on the label as required.For the products that have just been displayed, key inspections are required to avoid situations where there are goods but no prices or prices are not available.If any wrong price or lack of label is found during the inspection, it should be corrected and supplemented immediately, and the label should be hung or placed on the product to ensure that there is a product with a price, a price with a label, a label in place, a complete label, and a consistent price .
(5) Do a good job in the display of goods.Generally speaking, the display of commodities should be "full, complete, new, neat and beautiful".Before opening, according to the product display principles and display methods determined by the store, the messy products due to the previous day's sales should be rearranged to welcome the new day's sales activities.
2. Preparation of business supplies
The salesperson should prepare the tools for invoicing before opening, such as ballpoint pen, carbon paper, invoicing book, etc.The cashier should prepare enough small denomination change and store it according to the ticket value.This can not only improve work efficiency, but also avoid customer dissatisfaction caused by making customers wait because they cannot find change during the work process.
It is also necessary to prepare sales tools, promotional supplies and dressing supplies, and carefully check the measuring instruments to ensure accuracy and sensitivity.At the same time, it is also necessary to pay attention to whether the business supplies are in good condition. If they are damaged or broken, they must be replaced in time with the store manager.
According to the characteristics and needs of the commodities you manage, prepare packaging materials of different specifications, such as plastic bags, handbags, wrapping paper, etc., for the sale of commodities.In addition, the salesperson should also pay attention to keeping these packaging materials neat, tidy and wrinkle-free.
On-site management in business
Conducive to building the store manager's image for on-site management
The biggest operating feature of the store is to face customers directly, so in the on-site management, the store manager should pay special attention to the shaping of personal image.
([-]) Good professional image
For store managers, a good professional image is very important. It can enhance the value of personal brand and improve the self-confidence of their leading employees.
The so-called professional image is to reflect your specialization in the workplace.If your professional image appears unprofessional, you run the risk of being perceived as unsuitable for your profession.
As the leader of the store, the store manager must establish the prestige in the hearts of the employees and have a mature and stable demeanor. Of course, most of the current store managers are young people with personality, very active thinking, and very personal style in their actions.The role of a good professional image is to express yourself and communicate with each other, and to create a personal brand image. Therefore, personal style is very important, but the dress should not be too avant-garde, and maturity and stability are necessary.
Be sure to understand the characteristics and job responsibilities of the position of the store manager, and grasp the working atmosphere of the employees.Conversation and demeanor should show the temperament that is in line with the position of the store manager. Don’t show lack of emotional control such as blushing and crying in front of others. It will not only show your fragility and lack of control, but also make people suspicious your leadership skills.In conversations with leaders, customers, and employees, you should try your best to show humor, self-confidence, wisdom, and courage, let others feel your reliability with decisive words and deeds, and try to use less ambiguous words such as "um" and "ah." ", "Oh" and so on.
A store manager with personality, professionalism, and decent behavior is the best sign of the store. If you want people to open their mouths, they should say: "This is the store manager of this store, just different."
([-]) Appropriate appearance and appearance
As a store manager, appearing in front of customers with a clean and decent appearance is not only a need for personal aesthetics, but also a need to win customers' favor and maintain a good store image.Because the first perceptual knowledge in contact with people starts from the appearance, which should at least give people a comfortable and natural feeling. The store manager has three principles of grooming, namely cleanliness, hygiene and naturalness.First of all, we must ensure that the overall image is clean and hygienic.
1. Grooming
Hair can best reflect a person's mental state and needs to be combed and groomed carefully.
Both men and women should wash their hair frequently. It is best to avoid dandruff and not to apply too much hair gel, which makes people feel unnatural.The nature of the store manager's work determines that short hair should be the main choice when choosing a hairstyle.Men and women each have different requirements.When grooming men's hair, they must: the front hair does not cover the forehead, the side hair does not cover the ears, and the back hair does not touch the collar.In addition, it is best not to choose a bald head for men.Women's hair should not be longer than the shoulders, let alone spread out to cover the eyes.Long hair can be coiled, tied, braided, or placed under a work cap before going to work.
When communicating with employees and customers, the store manager has to speak, and oral grooming is extremely important at this time.
It is best to brush your teeth twice a day to keep your teeth white and your mouth fresh.There should be no peculiar smell in the mouth. It is best not to eat food with peculiar smell such as garlic and stinky tofu. You can chew more gum when you go out in the morning.
To keep one's face clean, the inside of the ears must be cleaned, there must be no eye mucus in the corners of the eyes, and the nose hair must not stick out of the nostrils.
Female store managers should also pay attention to lip modification.Lip makeup is the highlight of makeup, and in lip makeup, choosing the right lipstick color is the key.For example, people with fair skin should use bright colors; people with dark skin should match low-brightness colors such as ocher red and dark red; people with yellow skin should try to avoid using yellow colors and choose reddish colors. rose color.In addition to matching the color of lipstick with the skin tone and personality, you should also consider the coordination with the lip shape, face shape, and makeup color when choosing.
Men's beards should be shaved or trimmed, and it is best to apply some skin care cream at ordinary times.
Wash your hands frequently every day to keep your hands clean, and even your wrists to keep your cuffs clean.Cut your nails frequently and take good care of them. Don't keep your nails too long, just expose your fingertips a little.Keep your fingers clean and free from excess dead skin.Usually wash with hot water and apply some hand cream to keep your hands moist and soft.
The store manager usually insists on taking a bath and changing clothes frequently to avoid odor.Every time you come back from going out, you should arrange your appearance and appearance in time.Arrange hair, clothes, and polish shoes, please go to the bathroom or other places where customers cannot see.
2. Instrument demeanor
The store manager's clothing and dress reflect the spirit of the store and show the unique style of the store.Typically, a store manager should wear a uniform, work attire, or a neat suit.This is an expression of seriousness and enthusiasm for one's own work, and it is also a manifestation of respect for customers.
Store managers should wear uniforms in accordance with store regulations, and uniforms should be kept clean and flat.
Men's clothing should not be gorgeous and bright, and the clothing should not have too many color changes. Generally, the first principle is not to exceed three colors.A suit is considered to be a man's face. If you want to make it more colorful, you need to pay more attention to the "eight taboos":
Avoid trousers that are too short (the standard length of trousers is that the length of the trousers covers the leather shoes when standing).
Avoid putting shirts outside trousers.
Do not button your shirt.
Avoid a tie that is too short (the general length should be such that the tip of the tie covers the belt buckle).
Avoid buttoning both buttons of the jacket of a suit (double-breasted suits should be buttoned).
Avoid suits with casual shoes (casual shoes, sneakers, sneakers, sandals, etc.).
Avoid stuffing your suit bag with items (without your mobile phone, large bunch of keys).
In addition, shoes and socks must be well matched, neither of which is too gorgeous, and you should choose those elegant, dark socks, and avoid wearing white socks, because it is likely to distract customers; leather shoes should be kept clean, bright, and undamaged. And meet the work requirements, keep the soles, uppers, and edges of the shoes clean, and do not leave scratches, because women are most disgusted by men who do not shine shoes every day; the color of the upper should match the suit; The mud that accidentally sticks should be cleaned up in time, otherwise it will reduce the customer's goodwill towards you.
Female store managers should wear shirts with sleeves, trousers, suit skirts, and skirts with sleeves. Short skirts (more than 10 cm above the knee) and sleeveless, backless, and bare-chested outfits are not suitable.
Suits are currently the most suitable clothing for professional women, but overly fancy and exaggerated styles must be avoided; for extremely conservative styles, one should master how to accessorize and embellish them to avoid rigidity; women's suits should not be made too long, It should not be too short to fully reflect the curves of the waist and buttocks without being too exposed.
A successful professional woman must have the right judgment for popular choices, not to be too fashionable, or too chic, too cute.This will give people a frivolous, unstable feeling.
Jewelry can be used as decoration and beautification for women, but you should be careful when wearing it. It is not advisable to wear too much, bejeweled, fragrant, too big earrings and "cool" rings; Jewelry should be dignified and generous, mainly elegant, and the uniform should not be exposed when wearing necklaces or other accessories (such as amulets).
Stockings are an essential part of women's clothing, but many women ignore the details of wearing stockings and only consider the matching of clothes, jewelry, shoes, hats, and handbags. As a result, although the latter is very coordinated, the former is improperly matched. affect the overall effect.Therefore, as a direct-to-consumer salesperson, you should also pay attention to the details of wearing stockings in clothing: stockings should be higher than the hem of the skirt (it is best to wear pantyhose), and no matter whether you are sitting or standing, you should not expose your thighs, otherwise it will cause serious problems. Give people a frivolous feeling and make people distrust; don't wear silk stockings with threads or holes, you can prepare a pair of stockings in your carry-on bag, etc.
Every move and smile of the store manager in the store may be imitated by the employees and regarded by customers as a representative of the quality of the store. Therefore, the store manager should stand upright and sit in a good manner, giving people a warm, reliable and generous attitude. good impression.
(1) STATION.The main features of the basic standing posture are that the head is upright, the shoulders are flat, and the body is straight. Viewed from the side, its main outline is jawline, chest, abdomen, and straight legs.Adopting this standing posture will make people look stable, generous, handsome and upright. It can also help breathing, improve blood circulation, and relieve physical fatigue to a certain extent.
When you are waiting for sales, you can properly relax your hands and feet; while using one leg as the center of gravity, extend the other leg slightly to the outside; keep your knees as straight as possible without bending them; relax your shoulders and arms freely, While keeping your chest up, be sure to straighten your back.Taking this kind of standing posture can not only make people look beautiful, but also relieve their fatigue.
When receiving customers, the head can be slightly sideways to the customer.The lower abdomen should not be protruding, the buttocks should be tightened at the same time, and the feet should stand one after the other in a "T-step".Short conversations with others, listening to others, etc., are good times to adopt this stance.
In addition, it should be noted that the following eight situations should be avoided when standing: body tilting, hunched over, leaning on the stomach, crossed legs, improper foot position, improper hand position, half sitting and half standing, and moving around.
(2) go.When you need to walk at work, especially when you are walking under the gaze of customers, you must be graceful and steady, and maintain the correct rhythm.Only in this way can the dynamic beauty of the store manager be reflected.
Basic requirements for walking posture:
The upper body is straight, the chest is raised and the abdomen is retracted, and the spirit is full.
Lift your head, keep your chin parallel to the ground, look straight ahead with your eyes, and smile.
Strides are even, about a foot to a foot and a half in length.
The gait is smooth, natural and rhythmic.
When taking a step, the toes, heels, and direction of travel should be almost in a straight line.
The arms swing naturally and harmoniously back and forth, and the included angle with the body is generally 10-15 degrees.
(3) Squat.When you need to tidy up and clean up your work position; when your own or other people’s items fall to the ground or need to be picked up from a low place; when you need to tidy up your shoes and socks and other special situations, you can use the squatting posture .
There are two commonly used squatting positions:
High-low squat position: When squatting, the left foot is in front and the right foot is behind.The right knee must be lower than the left knee, and the inner side of the right knee should be closer to the inner side of the left calf, forming a state where the left knee is high and the right knee is low.Women should keep their legs tight, while men can separate them moderately.
Cross squat: usually suitable for female store managers, especially for women wearing short skirts.When squatting, the right foot is in front, the left foot is behind, the left knee is stretched from the lower back to the right, the heel of the left foot is lifted, and the sole of the foot is on the ground.The legs are moved forward and backward to support the body together, the upper body is slightly leaned forward, and the buttocks are facing down.
When squatting, you should pay attention: do not squat suddenly, that is, when squatting, do not squat too fast; keep a certain distance from the people around you; squatting next to others, especially when squatting next to customers, it is best Opposite sideways.
([-]) Etiquette training
1. Eye training
Eyes are the windows to the soul.In many cases, the eyes can speak better than the mouth. It can express people's most subtle and subtle inner thoughts. Your thoughts, inner thoughts, etc. can be seen from the eyes.
Learning to speak with eyes can often bring us unexpected effects, and its effects are sometimes beyond the reach of language.
Training method:
Stare into the distance for a moment, and then lock on to a target. The eyeballs move slowly up, down, from left to right, and from right to left in a W-shape. After repeated several times, close your eyes and rest for a while, then suddenly open your eyes; Then turn the eyeballs clockwise up, right, down, and left in the direction of the "mouth", and then do it counterclockwise again, repeating many times until the eyeballs feel a little tired.
2. Service with a smile
When serving customers and helping them solve difficult problems, smiling can play a very good role, and can bring the relationship between customers and stores closer.
Before the smile training, you can adjust your mentality by playing background music and other methods, and be in a clean and tidy environment.When training, focus on appreciating your smiling expression and record it.Commonly used smile training methods are as follows:
(1) Smiling to the mirror training method.Sit in front of the mirror, with neat clothes, with a relaxed and happy mood, adjust your breathing naturally and smoothly; meditate for 3 seconds, and start smiling.Close the lips lightly, so that the corners of the mouth are slightly raised, and the facial muscles are stretched; at the same time, pay attention to the coordination of the eyes to stretch the eyebrows.Practice so repeatedly.
The length of self-smile training in the mirror can be controlled freely.In order to make the effect obvious, some background music can be played.
(2) Emotional induction method.Emotional induction is the method of trying to seek the induction and stimulation of external things in order to arouse emotional pleasure and excitement, thereby arousing smiles.If possible, it is best to record it with a video camera.
(3) Memory extraction method.It is to wake up the happiest and most joyful scenes in the past from memory, to make this emotion come back to my heart, and to reproduce that pleasant smile.
(4) The chopsticks method.Choose a clean, smooth cylindrical chopsticks (it is not advisable to use disposable simple wooden chopsticks, so as not to tear your lips), place it horizontally in your mouth, and gently bite (hold) with your teeth to observe the state of smiling.
5S management of store environment
"5S" is a homework method originated from Japan, which is aimed at the arrangement and rectification of venues and objects. It was later applied to the internal management and operation of the enterprise, and it is an effective method of on-site management. The 5S management model is very suitable for the store's on-site management of people, things and things.
"5S" mainly refers to sorting (Seiri), rectifying (Seiton), cleaning (Seisou), cleaning (Seiketsu) and literacy (Shitsuke).Initially there were only the first two S’s, but the current 5S is a closed cycle that starts from literacy and ends with literacy, and the key lies in cultivating employees’ good working habits and improving their quality.
(5) Operation of "[-]S" management mode
1. Organize
Tidying up is to separate the things you want from the things you don't need, keep only the useful things, eliminate the useless things from the scene, and deal with them properly.
Basic operation:
(1) Conduct a comprehensive inspection of the workplace (scope), including what can be seen and what cannot be seen.
(2) Establish criteria for judging "yes" and "don'ts".
(3) Dispose of unnecessary items as soon as possible.
(4) Investigate the frequency of use of the required items, and determine the daily usage and placement.
(5) Formulate waste disposal methods.
(6) Daily self-examination.
Be careful when sorting out, and deal with unnecessary items decisively.
2. Rectification
Rectification is to arrange the necessary items left on site after sorting in order according to the specified position, and to mark them well for management.
Basic operation:
(1) The work done in the previous step should be implemented.
(2) Process layout, design by category, and determine the placement place.
(3) Specify the placement method, arrange them neatly, and specify the quantity.
(4) Positioning by drawing a line.
(5) Identification of places and objects.
Tidying up is a very important action in 5S and the basis for improving efficiency.
3. Clean up
Cleaning is to remove unnecessary things, keep the work site free of garbage and pollution, and keep the workplace clean and bright.
Basic operation:
(1) Establish a cleaning responsibility area (inside and outside the store).
(2) Perform routine cleaning to clean up dirt.
(3) Investigate the source of pollution and eliminate or isolate it.
(4) Establish cleaning benchmarks as norms.
(5) Make the cleaning work responsible and institutionalized.
4. Clean
Cleaning refers to maintaining the situation after finishing, rectifying, and cleaning above, so that the staff feel tidy and hygienic.
Basic operation:
(1) Implement the previous 3S work.
(2) Formulate evaluation methods.
(3) Formulate a reward and punishment system and strengthen its implementation.
(4) Senior executives often take the lead in inspections to show their importance.
5. Literacy
Literacy, through the above-mentioned 4S activities, let every employee consciously abide by various rules and regulations, and develop good working habits.It is easy to carry out 5S, but long-term maintenance must rely on the improvement of quality, so that employees can "take the store as their home and be proud of the store".
Basic operation:
(1) Formulate clothing, grooming, and identification standards.
(2) Formulate relevant rules to be observed together.
(3) To stipulate and formulate the code of etiquette.
(4) Education and training (intensify 5S education and practice for new recruits).
(5) Promote various spiritual promotion activities (morning meetings, polite sports, etc.).
(5) The effectiveness of implementing [-]S
1. Improve store efficiency and work efficiency
(1) Can quickly find the desired product.
(2) There is no need to carry out the work of moving goods.
(3) Reduce the placement space of inventory products in the store.
(4) It is convenient for customers to shop and for shop assistants to move.
2. Improve advertising effect
(1) It is convenient to purchase, free to enter and exit, and widely disseminated by customers.
(2) Commodities are easy to find, take and buy in the place where they are placed, which makes the store’s promotion method possible.
3. Improving the quality of hospitality and service
(1) Make the products that customers need easy to find, get and buy.
(2) Be able to quickly explain the condition of the product.
4. Speed up the inventory cycle
(1) Can avoid repeated ordering of goods.
(2) Clear excess inventory in time, free up space in time, and speed up the inventory operation cycle.
(3) Be able to grasp the shelf life and sequence of commodities.
(4) The current inventory situation can be seen at a glance.
(5) [-]S staffing
In order to enable all members of the store to put into practice in person, in the early stage of implementing 5S management, it is necessary to formulate a staffing for activities to clarify their respective tasks.
1. Captain. The 5S captain is usually the store manager.
2. Pickets.Members who mainly focus on shop assistants (including store managers and other responsible persons).
3. Committee. The role of the 5S Committee is to build a bridge for all staff and play a role in communication.
4. Executive force.That is, all personnel involved in 5S activities, including part-time personnel and temporary employees.
In the 5S management activities, the store manager himself should take the lead in demonstrating. The store staff, part-time workers, temporary workers, etc. should also stand on the same stand to do their own work well, and with the same sense of crisis, wholeheartedly Invest in 5S activities and work together to promote 5S activities to create excellent stores.
1 Are there non-essential items for commodities and raw materials?
2 Are there non-essential items in tools, equipment, and machines?
3 Are there any non-essential items in the Utensils and Supplies category?
4 Are non-essential items clear at a glance?
5 Are there standards for discarded items?
Rectify
6 Is there a kanban marking the venue and specific places
7 Is there a kanban marking the name of the shelf and the name of the item?
8 Is there a sign of maximum stock limit and minimum stock limit?
9 Are there signs directing customers to restrooms and cashiers
10 Is the placement of commodities, spare parts and tools considered from the standpoint of buyers and users?
Clean up
11 Is the floor always kept clean and bright?
12 Are the shelves and windows cleaned frequently?
13 Has the cleaning and inspection been carried out?
14 Is the cleaning duty and cleaning scope clearly defined?
15 Has cleaning, wiping and tidying up become habitual actions?
clean
16 Is the air in the kitchen and store dirty?
17 Is the light dimmed due to the angle, irradiance and lamp?
18 Are practitioners’ clothing and hairstyles neat and tidy?
19 Is there any device that can immediately detect the pollution once it occurs?
20 Is there a system for maintenance, rectification and cleaning?
Literacy
21 Is the dress messy?
22 Are you articulate when greeting guests?
23 Do you attend work and rest on time?
24 Are both liaison matters and notification matters communicated?
25 Does everyone in the mall (store) follow the rules and regulations?
Four "1" Morale Boosting Programs
It is said in "Cao GUI Debates": "One effort, then it will decline, and three will be exhausted." This shows the role of morale on soldiers.
There is an officer whose soldiers are extremely powerful in combat, and he has never seen his soldiers lose their heads, even after defeat.He has a secret. When the opponent is powerful, he never says the word "withdraw" to his soldiers, but shouts to his soldiers: "Brothers, come with me and go in another direction." This young man He later became a famous military strategist, but also a great statesman, he was Napoleon, when he was only 21 years old.
Morale is so crucial to soldiers on the battlefield. Similarly, as a store manager, you are also leading your soldiers—employees to fight in a fiercely competitive market, so you should also pay attention to the morale of your employees.How can we improve the morale of employees so that they can maintain a strong fighting spirit every day?Here I also want to tell the store managers a secret, which is the four "1" morale boosting plan: every day, for each employee, affirm an advantage and raise an expectation.
This incentive method is very simple and economical. It does not require you to pay a single penny. It only requires you to praise and affirm employees every day and set goals.
Du Feng is the store manager of a beauty salon. In his shop, there is a beautiful beautician Wang Mei. Although she looks good, she always has a face at work, and she is always stingy with her smile.It is conceivable that her performance will not be much better.
One morning, just after Wang Mei went to work, she walked into the store, and Du Feng happened to see her. Du Feng said to her, "Your skin is so good today, it's very shiny, and it's the best sign for our store." The words came from the mouth of the store manager, which flattered Wang Mei, who was underperforming.Du Feng continued: "However, I think you look better if you smile." As a result, from that day on, the beautician's smiles gradually increased, and his sales performance has also been continuously improved. He has become an outstanding beautician. division.
If you keep hearing criticism from your boss, you will lose your morale, but praise and encouragement are the driving force behind your work, and it is the best way to push people to use their abilities to the limit.For employees, in addition to giving praise and affirmation without hesitation, the store manager is more important to establish a good mechanism to encourage them.We must know that the enthusiasm of employees is the most valuable resource of the store. The store manager should not only be good at using it, but also put it in a good mechanism to keep it flowing.
mark?Twain said: "I can live for two months more if I get one compliment." Once employees are praised, they will realize that the store manager or boss is always paying attention to their work, and they will naturally feel the satisfaction and satisfaction of being recognized. The motivational feeling of being valued, and then have a high work enthusiasm and sense of responsibility.Not only that, praise can also remove doubts and estrangement from subordinates towards leaders, bring their relationship closer, and make the store more united.
It appears that public praise is the most powerful method store managers use to motivate employees.Numerous studies have shown that the thing that most motivates salespeople to perform at their best is praise and affirmation.In addition to being paid well, salespeople need to feel that their efforts are paying off and appreciated by store managers and colleagues.Especially now, the store structure is becoming more and more compact, and store managers often have to bear pressure from all sides.Many store managers say they are too busy to talk to people.Without communication, they lose valuable feedback they could have gotten from employees.A sincere thank you not only expresses the store manager’s appreciation for a certain behavior or value of employees, such as frankness, integrity, etc., but also greatly encourages employees to continue to show the behavior that is valued, and make this behavior gradually become a good habit.
The ultimate goal of motivation is to achieve organizational goals.Therefore, the enthusiasm generated by the incentive must help to improve the economic benefits of the store and promote the development of the store.
For us, the goal is like a compass when sailing; in store management, if we want to motivate employees to achieve the goal of the store, we must also give employees a clear and attractive goal.
Abstractly speaking, goals are the future results that individuals, groups, and organizations strive to achieve.Therefore, in addition to giving employees affirmation, the store manager also raises expectations and sets goals for employees, which is also a kind of motivation.It's like once a school determines that its goal is to become the best school in China, it will motivate the school; if a student wants to become an excellent entrepreneur in the future, it will have an impact on his current efforts to learn management theories and methods. Incentives, that is, he must first study hard and so on.The reason why the store manager can motivate him by setting goals for his employees is because the goals will become the direction of his efforts.Therefore, a good goal will have an important function of behavior guidance and motivation for employees, and it will also clarify the specific direction of employees' efforts.
Employee performance goals are the most direct driving force for work behavior.Locke, a famous American behavioral scientist, put forward the theory of goal setting in 1968.The theory holds that being committed to achieving goals is the most direct motivation for people to work, and people pursue goals to satisfy their emotions and desires.Therefore, setting appropriate goals for employees is an important task in management work.
When an employee's work is done well, the store should properly give sincere praise, which will help meet the employee's need to be respected and enhance their self-confidence in doing their job well.The goal will make people's behavior directional, leading people to achieve a specific result rather than other results.Therefore, the process of goal setting is also an effective motivational method.Therefore, just remember to affirm an advantage and raise an expectation for each employee every day, and you will get unexpected huge benefits.
Adjustment of the image of the clerk
Employees are the image of the store. In the diversified and personalized consumer market environment, it is no longer possible for the store to only engage in commodity sales.
Meet the purchasing needs of consumers.How to increase the added value of goods and provide customers with more services requires the store manager to keep abreast of the service of the clerk.
Store employees are in direct contact with customers, and every move is related to customers' impression of the store.As far as common sense is concerned, the store manager even
Some clerks know that in the specific process of employees providing services to service objects, the image of clerks is the most noticed by the other party.
, and is the most valued part of the other party.It is precisely because of this that in business, the store manager should pay attention to the adjustment of the image of the shop assistants, because their image greatly affects the overall impression of customers on the store.
([-]) Grooming and instrument specifications for store employees
The so-called appearance and appearance norms refer to the face, attitude, clothing, dress, posture, speech and behavior of store employees when they are on duty.
and other standards and regulations.The appearance and appearance of store employees are the "face" of the store, which directly affects customers.The quality of the customer's first impression of the store mainly depends on the appearance and appearance of the store staff.
1. dignified appearance
A dignified appearance is to require employees to pay attention to their own beauty, and this beauty is in line with the national conditions and national living habits, and in line with the professional characteristics of employees.Specifically, it is to have a healthy body, a full spirit, and a clean and hygienic image, so as to leave customers with a good image of beauty, health, cleanliness, and elegance.
The healthy body and appearance of employees have a certain influence on customers.Being full of energy and neatly dressed often gives customers a sense of safety, hygiene and pleasure.Customers are received by such store staff and can buy the products they sell with confidence. For those products that are directly eaten, they are even more affected by this aspect.Conversely, customers will feel displeased if store employees are sluggish and unkempt, and customers will feel disgusted if they are selling ready-to-eat products.
2. Appropriate dress
The so-called decent attire means that the store employees are required to wear neat, well-fitting and elegant clothing during work, which is in harmony with the working environment, work characteristics, and personal body shape.
People's character quality, mental outlook and other aspects can be reflected from their clothing.The clothing of the store staff is required to be beautiful, comfortable and natural, and can be in harmony with the business environment of the store and meet the needs of receiving customers. It helps to express the characteristics of the store staff and can give customers a fresh, bright, simple and stable vision. impression.shop
The comfortable and dignified clothing of employees can make customers think of the store's business style and service spirit, thereby generating varying degrees of trust and promoting purchase activities, so it can have a positive impact on customer purchase behavior.
A store should have uniform work clothes, and the color and style of the work clothes should be determined according to the format of different stores.Specifically speaking about the clothes worn by shop assistants: clean and hygienic means that the hands, faces, clothes, hats, headscarves, hair, beards, nails, etc. of store employees meet the hygienic requirements; work clothes, work caps, and headscarves should be worn according to different types of work. Fit well and have the same color tone; shop badges and work badges must be worn neatly and standardly; earrings, rings, and necklaces must meet social requirements and be consistent with local customs; no bracelets, and colored glasses are not allowed.
In short, the clothing worn by shop assistants must comply with hygiene, national customs and social requirements.
3. Polite demeanor
A person's behavior can reflect his psychological characteristics, reflect the person's spiritual outlook and degree of civilization.The elegant manners required of store employees are to require store employees to be generous, dignified, polite, well-educated, and show high quality, well-cultivated and good manners in terms of body movements, temperament, and demeanor during the operation and service process. image.
The manners of store employees mainly include standing, walking, receiving deliveries, exhibiting and receiving customers, welcoming customers, introducing them, answering inquiries, saying goodbye, etc.These behaviors reflect the behavior of store employees, and should be the natural expression of spiritual beauty, which is based on moral standards and business ethics, as well as caring and respecting customers.Therefore, store employees should pay great attention to strict demands on themselves, and behave in a gentle manner.
The specific requirements for the elegant manners of the shop assistants are: when standing, there must be a feeling of being upright, straight, tall and natural; when walking, they must be vigorous, brisk, stable, and calm; when greeting customers, they must speak sincerely and with a smile on their faces , the voice is clear; when introducing products, you must be sincere, narrate appropriately, and have a gentle voice; when delivering products, you must be accurate, quick, correct, and handle them with care; when you say goodbye to customers, you must be polite and friendly.
4. Appropriate speech
Proper conversation means that store employees are required to use appropriate language for different types of customers when receiving customers, and talk in a measured manner.Smile naturally, have a kind tone, be full of emotion, concentrate, and have appropriate posture and context.The specific requirements are: in terms of diction, intonation, expression, etc., be able to be clear and accurate, moderate in speed, full of sincerity and goodwill, full of appeal and persuasion.
([-]) Specifications for the personal image of store employees
1. Overall image requirements
(1) Wear uniforms and pin badges.
(2) The clothes are neat and tidy, and the appearance is dignified.
(3) Smile and treat guests politely.
(4) Check each other and improve together.
2. Grooming requirements for male store employees
(1) Clothing: Wear the prescribed uniform, the clothes should be neat and ironed, the shirt buttons should be fastened, and the cuffs should not be rolled up.
(2) Hands: Keep clean and hygienic, and long fingernails are prohibited.
(3) Shoes: Wear black or brown leather shoes and keep them tidy. Sports shoes, slippers and espadrilles are prohibited.
(4) Hair: It is strictly forbidden to keep long hair, cut it regularly and keep it tidy, the hair should not cover the face, and it is forbidden to dye the hair in color.
(5) Decorations: Employees in the food and catering department are prohibited from wearing jewelry, and employees in other departments are allowed to wear wedding rings (except gemstone-embedded rings).
(6) Face: Beards and sideburns are not allowed.
(7) Tie: It is well matched with suits and shirts, clean and well tied.
(8) Style: in line with the season and working environment.
(9) Badge and job number plate: fixed in the designated position, without skew.
(10) Socks: mainly black and white, no smell, no damage.
3. Grooming requirements for female store employees
(1) Clothing: Wear the prescribed uniform, the clothes should be neat and ironed, the shirt buttons should be fastened, and the long tubes longer than the hem of the skirt should be worn
Socks and pantyhose are all flesh-colored.
(2) Hands: Keep hands clean and hygienic, and it is forbidden to keep long nails.
(3) Shoes: Wear black or brown shoes and keep them tidy. Sports shoes, slippers and espadrilles are prohibited.
(4) Hair: regular haircuts, keep it neat and tidy, long hair should not cover the face, loose shawls are not allowed, bangs should be moderate, and eyebrows should not be covered
Hair; hair dyeing is prohibited.
(5) Decorations: Black, brown, and blue series are suitable for headwear; employees in the food and catering department are prohibited from wearing jewelry, and other departments
Employees are prohibited from wearing earrings with a diameter of more than 5 mm; employees in the food and catering department are prohibited from wearing necklaces, bracelets, and anklets;
Door employees are allowed to wear wedding rings (except stone-encrusted rings).
(6) Hair bands and hairpins: elegant in style and elegant in color.
(7) Makeup: Elegant and pleasant.
(8) Perfume: fresh and elegant.
(9) Badge and job number plate: correct and not in the designated position.
(10) Stockings: mainly flesh-colored, without damage.
4. Other grooming requirements
(1) Clothes should be washed clean and ironed flat.
(2) Socks should be changed and washed every day. Female employees should prepare an extra pair of socks for replacement.
5. Develop the correct way of saluting
There are two ways to salute, which are classified by the angle of bending from the waist to the upper body. There are 15-degree salute and 45-degree salute.
(1) 15 degrees ceremony. The 15-degree salute is used to say hello. It can be used when responding to customers with "okay" or "keep you waiting" and expressing thanks for your patronage, that is, when we say "welcome" and "thank you" to customers Way.
When saluting, keep your legs together naturally, put your hands in front of your body, lean your upper body forward, and when you lean your upper body, your eyes will fall on the other person's shoulders. At the same time, you should have a smile on your face to give people a natural and friendly feeling.
(2) 45 degree ceremony. The 45-degree salute is the most polite and respectful salute.The key points during the salute include the following:
① Stand in the basic posture.
②Line of sight: When saluting, you must always look into the eyes of the other party, but you must pay special attention not to be too rigid and stare at the other party. In addition to friendly eyes, you must also have an easy-going smile.When the upper body is tilted, the line of sight moves to the floor 1 meter in front.
③ Keep your neck and back straight.With the waist as the fulcrum, the nape of the neck should form a straight line.Do not hang your head or hunchback, otherwise it will give people a feeling of insincerity.
④ Actions must be rhythmic and not absent-minded, otherwise it will give people a feeling of disrespect for others.
⑤ The speed should be consistent.The upper body leans forward and lifts at about the same speed.Too fast makes people feel sloppy, too slow and people think too polite.
The 45-degree ceremony is mainly used when expressing apologies to customers or dealing with customer complaints, so that customers can feel the sincerity of the store staff.
meaning, to ease the conflict.
([-]) Code of conduct for employees who receive customers
Receiving customers means that store staff approach and greet customers.In the reception process, we should pay attention to the standard requirements in two aspects: one is to choose the best contact time; the other is to say the first sentence well.
1. Choose the best contact time
Choosing the best contact timing is a difficult point of contact.It is neither too late nor too early to reach out to customers.Contacting too late will give people a feeling of indifference and neglect; but contacting too early will make customers feel oppressed.The timing of contact should generally be mastered after customers have attracted attention and become interested in a certain product.
2. Say the first sentence well
When and how to say hello is more appropriate?Generally speaking, customer shopping has a psychological transformation process:
Attention-interest-association-desire-comparison-belief-action-satisfaction, and the best time to greet customers should be when the customer's psychological change process starts from "interest" to "association" stage Between is ideal, before or after is not good.
The stage before this is "attention". If you greet the customer at this time, the customer may become more alert or even leave; after that, it will become the stage of "desire" and "comparison review", and it is too late to say hello at this time.Because, during the long period from the "attention" to the "desire" stage, customers rarely keep looking at the product and waiting for someone to come and greet them.
Therefore, if the customer's psychology can be approached between "interest" and "association" in a timely manner, it can easily grasp the customer's heart and guide him to buy, which can be said to be very effective.At the same time, when contacting customers, the store staff should smile, look at the customers, nod their heads, and should not turn a blind eye to the customers with a blank face.
([-]) Code of conduct for delivery and display of goods
Taking and delivering goods refers to store employees taking out goods from the counter or shelf, handing them over to customers or handing them over to customers for viewing, identification and selection.When picking up and delivering goods, it is required to ask questions in a timely and proactive manner, be accurate and agile, and be polite and decent.
While picking up and delivering the goods, store employees must seize the opportunity to display the goods to customers in a timely and proactive manner.Product display refers to a service skill in which store employees display the overall picture, performance and characteristics of the product in a flexible and creative way so that customers can identify and select the product and arouse customers' interest in purchasing.
([-]) Code of conduct for seeing off guests
Seeing off guests is the last link in the counter reception work, and it is also an important aspect of service.Saying goodbye to customers politely is the cultivation that store employees should have.Store employees say goodbye to customers politely, which will make customers feel cordial, leave a good impression, and even establish credibility for the store, laying a good foundation for subsequent sales.
The basic requirement for seeing off customers is to be kind and natural, and use simple language, such as "goodbye", "welcome again", "please go slowly", "go well", "thank you", "please take good things" and so on.
Assist in sales
The store manager should properly assist in sales during the business operation. For example, the store manager can personally receive big customers to show the honor of the guests.At the same time, the sales of the store manager can set an example for the store staff to learn from and stimulate the motivation of the staff.
Focus on goods
The store manager should also pay attention to the goods from time to time, check frequently to see if the tally personnel are in place to prevent out-of-stock phenomena, and at the same time collect customer feedback on the products, find the main products, better formulate product plans, and increase sales achievement.
busy time
When it is the busiest, the store manager has to sit in the store to deal with emergencies and improve efficiency, so that employees can work with peace of mind, perform their duties, and the affairs of the store are orderly.
work after business
When the last customer is sent away, the store closes, and the day's business work is over. The store manager's work is not over yet, and the day's summary work needs to be done well.
1. Sales summary
According to the record card of the quantity of goods, comprehensively count the quantity of goods sold on the day and the quantity of goods remaining; calculate the sales payment and check it with the sales order; carefully check whether the goods sold are consistent with the payment; check the goods sold and the payment received Whether the list matches, make sure that all three checks are consistent.
After the business closes, the clerk in charge of collection should check the payment received on the day with the receipt, and then submit it to the financial department of the company together with the completed payment slip in time to settle the sales amount of the day.
2. Check your goals
After the clerk in charge of collecting the money has handed in the money received that day, he also needs to enter the purchases and sales of the day into the account book, check out the inventory of the day, and fill in various business reports.The clerk who has no responsibility for collecting money should also make a record of the work situation of the day in time.This is convenient for the clerk to review the deficiencies in his work every day.
3. Replenishment
After keeping accounts and checking the goods, if you find that a certain commodity has been sold out or the quantity is low, you must replenish it in time.If there is no stock in stock, you should place an order with the company in time to ensure continuous stock.
4. Store finishing
After the business is over, in addition to doing a good job of checking and checking, the clerk also has to arrange the misplaced or messed up products due to customers' selection during the business process.Put the displayed products in a fixed position, clean the store, remove the garbage, wipe the shelves again, and prepare for the business work of the next day.High-end items should be covered with dust-proof cloth to strengthen product maintenance.
5. Handover matters
The clerk who implements the two-shift system or the one-shift system with alternate days should leave a message to inform the colleagues on duty the next day when encountering price adjustments, price reductions, new product launches, customers or leaders who have explained matters, or unfinished matters that day.
6. Exit inspection
The clerks should keep the invoices, payment receipts, personal badges, account books and other items under their management properly. Valuable goods should be put into boxes and cabinets and locked.Pay attention to turn off the lights, turn off the power supply, and lock the doors and windows.Before leaving the store, check carefully again to prevent problems before they happen.
The closing of the business is the same as the preparatory work before the business, and the clerk must carry it out carefully, and must not be careless.In order to get off work as soon as possible, do not receive customers or neglect customers, give customers an "exit order" or refuse to sell goods with a straight face.Even when it's off-duty time, be warm and patient with the last customer, and then do end-of-business maintenance.
Store manager business inspection list
Time period category check content check status
Preparations before opening
personnel
1. Is there any regulation on staff appearance and clothing?
2. Are the staff of each department on duty?
3. Have the staff of each department worked according to the plan?
Commodity 4. Did the fresh food in the morning shift arrive on time and in good condition?
5. Has the product with poor freshness expired?
6. Is the special offer of each department fully displayed?
7. Is the POP hanging of the special offer ready?
8. Has the product shelf been completed?
9. Is the front display ready?
5S 10. Is the entrance cleaned?
11. Have you cleaned the ground, glass, and cash register?
12. Has the bathroom been cleaned?
Others
13. Are the music controls appropriate?
14. Is the lighting control of the business place appropriate?
15. Is the cashier ready for change?
16. Are the shopping bags in place?
in operation
before peak business
Products
1. Is there any defective product?
2. Is there a regular check on the freshness of the product?
3. Is the volume of the end rack display enough?
4. Are the prices of POP products consistent?
5. Is the product display enough?Do you want to restock?
Store finishing
6. Is the projection light turned on?
7. Is the passage unobstructed?
8. Is there a channel blocked or hindering the sale of goods?
9. Is there any situation where there are too many outstanding displays?
10. Is the ground of the business premises kept clean?
Sales during business peak
11. Is the special sale news in the store played regularly?
12. Have any departments sent people to the business premises to greet customers?
13. Are customers queuing up too long? Do you want to increase the number of boots?
14. Do you want backcourt personnel to support the cashier?
15. Do you need urgent replenishment?
16. Are there any staff chatting or doing nothing?
17. Does the POP fall off?
after business peak
Store finishing
18. Are there any contaminated or damaged items on the business site?
19. Is there any midway settlement?
20. Are there any missing items that need to be replenished?
21. Have you confirmed the reason why the turnover has not been reached during the time period?
22. Are the display racks and freezer (storage) cabinets clean?
Is the POP display defaced?
24. Is the location of POP posting appropriate?
25.Is the POP written correctly?Is it the right size?
26. Is the appeal of POP strong?
Always pay attention
Products
27. Is the price card consistent with the product display?
28. Are there any vendors displaying or moving products in the store?
29. Are there too many slow-moving products on display and too little best-selling products on display?
30. Is the expiry date of the product regularly checked?
Services
31. Does the business place greet customers with civilized language?
32. Do you help customers who have a lot of shopping to pick up the goods?
clean
33. Is the toilet kept clean and unobstructed?
34. Is there enough toilet paper in the bathroom?
35. Are entrances maintained clean?
36. Are the floors kept clean?
device
37. Has the temperature of the freezer been confirmed regularly?
38. Are the signboard lights turned on in the evening?
back-court
39. Has the purchase acceptance been carried out in accordance with the regulations?
40. Are the empty cartons unpacked and neatly stacked in the designated area?
41. Is the label paper discarded anywhere?
42. Are the returned products neatly arranged in the specified position?
Others
43. Is there enough stock for bestsellers or special offers?
44. Is the sign board of the business place correct?
45. Are the shift personnel operating normally?
46. Has the turnover of the previous day been paid to the bank?
47. Have you sent department personnel to investigate competing stores?
48. Is music played in the business premises before closing?
work after business
Store
1. Are there any customers stranded?
2. Is the music turned off in the business premises?
3. Is the signboard light turned off?
4. Is the store closed?
5. Is the shutter door pulled down?
6. Is the air conditioner turned off?
7. Has the cash register been cleared?
workplace
8. Has the fresh food processing equipment been closed and cleaned?
9. Has the workplace been cleaned?
10. Did the staff leave through the back door?
11. Are there any employees stranded?
cash
12. Is the number of starting machines consistent with the number of paid copies?
13. Has the counter business cash been returned?
14. Has the invalidated invoice been signed and confirmed?
15. Has the operating cash of the day been completely locked in the vault?
16. Has the security guard been confirmed normally?
(End of this chapter)
Tap the screen to use advanced tools
Tip: You can use left and right keyboard keys to browse between chapters.
You'll Also Like
-
Killing will permanently increase real damage, how do you deal with it?
Chapter 443 11 hours ago -
Freeman in the Pirate World
Chapter 248 11 hours ago -
Fantasy: At the beginning, I let the empress become a mother!
Chapter 401 11 hours ago -
The Emperor's Dominance
Chapter 2220 1 days ago -
Simultaneous traversal: All Abyss difficulty
Chapter 181 1 days ago -
I'm almost reaching the maximum level of evil god, and you're advising me to change my job
Chapter 179 1 days ago -
Hunter: I became stronger even after I died
Chapter 121 1 days ago -
After I became a villain master, my beautiful apprentice fell in love with me
Chapter 117 1 days ago -
Simulate a thousand times, I have a method to speed through the escape game
Chapter 518 1 days ago -
Return to Singapore 1995
Chapter 562 1 days ago
