learn to speak, learn etiquette

Chapter 32 Understanding Business Service Etiquette (5)
disrespectful behavior
irresponsible behavior
unhygienic behavior
Performing hygienic cleaning such as blowing your nose, picking your nostrils, and ears in front of the client, or touching the objects used by the client with your hands and other unclean objects at will, are all unhygienic behaviors .

bad manners
Certain uncivilized behaviors of service personnel, such as taking off shoes in public, changing clothes, lifting trousers, putting on socks, or actions that may cause themselves to "leave out their happiness", will inevitably have an impact on the service recipients.

disrespectful behavior
Pointing, even slapping, touching, pulling, chasing, and blocking the client may not only disrespect the client, but also cause a certain degree of interference to the client, and even make the client feel dissatisfied and creepy.

irresponsible behavior
Without the request of the service target, some service personnel often force the goods or instructions they are selling into the other party's hands wishfully, calling on the other party to "take a look" and "try it".In fact, this is an irresponsible performance imposed on others.

[-]. Business service etiquette

The commercial service industry is the window of social civilization. Taking commercial service etiquette as the code of conduct that commercial service personnel must follow is an important measure to improve the quality of window service.Business service etiquette is an important part of service etiquette.In the entire service industry, commercial employees have the largest number of employees, the most complex departments, and the most intense competition.If any commercial organization wants to provide high-quality services to its service objects and establish a good industry image, it must improve the overall level of business service etiquette.Commercial service etiquette, including quality requirements for commercial service personnel, counter service etiquette, commodity display etiquette, commodity introduction etiquette, commodity sales etiquette, commodity shopping guide etiquette, commodity dispute handling etiquette, commodity after-sales service etiquette, etc. , which must be fully understood and strictly followed.

Six basic points you should remember:
1. If commercial service personnel want to make customers happy and return with satisfaction, they must provide customers with high-quality services in a short period of time in the limited space of the commercial counter.

2. An important way to improve the quality of counter service is to follow the service etiquette.Efforts should be made to improve the counter service level of commercial service personnel.

3. The attractiveness to customers can be enhanced and the sincerity of commercial enterprises to customers can be expressed through the display of goods by service personnel in line with etiquette.

4. According to the shopping psychology and needs of customers, commercial service personnel will truthfully and accurately introduce products, help customers buy satisfactory products, and put respect for customers in the first place, which is the basic requirement of commercial service etiquette.

5. Whether the merchandising work can achieve good results depends not only on the professionalism of the salesperson, but also on whether the service etiquette of the salesperson is standardized and in place.

6. The basic requirements for handling commercial service disputes are: face disputes rationally and calmly, carefully investigate the causes of disputes, and properly handle disputes on this basis.In the face of customer complaints, service personnel must master the art of dredging and alleviating.

counter service
Counter service etiquette mainly includes waiter counter etiquette, counter language etiquette, etc.For every person who is engaged in commercial service work in front of the counter, these etiquette requirements and normative content should be carefully studied, well-informed, and consciously used.

([-]) Specifications for counter services
Counter service is the focus of the entire commercial sales process. Only by doing a good job in this link can the development of other tasks have a foundation.According to the service etiquette norms, service personnel must abide by the following basic requirements:

keep counters clean

Strictly follow the provisions of the Food Sanitation Law

Reasonable display of goods
Clearly priced to ensure genuine goods at a fair price

Actively welcome guests and serve with a smile

manners, polite
Answer questions accurately

keep counters clean

Before the counter service personnel open for business, they must first do a good job of cleaning and sanitation, wipe the counters and shelves clean, and strive to create a bright and clean shopping environment.If you are dealing in bulk and easy-to-contaminate commodities, you should wipe the counter in time during the business process so as not to stain the customer's clothes, and you must not let the stains on the counter and the dust on the shelves be left unattended.

Strictly follow the provisions of the Food Sanitation Law

For food counters, bulk food should be placed in clean containers and covered.Counter service personnel must wear masks, wear uniforms, use food tongs, and cannot grab food with their hands.Counter service staff should also pay special attention to personal hygiene, change work clothes and masks frequently, do not keep long fingernails, and do not scratch their scalps, ears and noses during business hours.

Reasonable display of goods
The store should have a layout that is convenient for customers to buy.First of all, it should be considered to provide convenience for customers to shop, especially for large stores with floors, but also to consider the speed and convenience of customers to move goods.Commodity display should be categorized and highlighted. Commodities that are suitable for open-shelf sales should be sold on open shelves, so that customers can choose to shop as they like, and reflect the freedom of customers to a greater extent.Goods that are suitable for counter business should also be placed neatly for customers to watch and choose.

Clearly priced to ensure genuine goods at a fair price

Quality is a passport for products or services to enter the market. Only when commercial services have quality advantages can they make their own services an effective input and thus win competitiveness in the market.Therefore, the actual price must be clearly marked on the brand price of the product, and the place of origin, specification and model should also be indicated, so that customers can see it at a glance.In addition, the sale of counterfeit and shoddy goods is strictly prohibited, and the use of various deceptive means to drive up prices, defraud customers, and violate consumer rights is strictly prohibited.

Actively welcome guests and serve with a smile

Many foreign industries believe that "a smile is the most beautiful language to touch people's hearts, and it is a passport to the world."It is not in accordance with etiquette to face customers with that kind of facial expression indifferently, which makes customers intimidated, and even gives up the idea of ​​buying things. Customers will never willingly buy any products under such indifferent expressions.Therefore, the lack of smiling counter service personnel will inevitably lack the presence of customers.

manners, polite
Counter service staff should dress appropriately, neatly and generously.It is not allowed to show the breasts, and it is not allowed to wear vests and slippers for business.

When standing, you can't lean on the shelf or lie on the counter, staggering and listless.The body should be naturally relaxed, the spirit should be full, the face should be smiling, and the eyes should be friendly; the counter service personnel are not allowed to smoke during business hours, because the store is a public place, and the ban on smoking should start with the counter service personnel themselves; Let go, the action should be light, and you can't throw the goods in front of the customer from a long distance. Doing so is a great disrespect to the customer; when collecting money, you should insist on counting tickets to avoid mistakes; when giving change, you can't throw it casually past.

Answer questions accurately

The answer should be enthusiastic, the voice should be gentle, and the answer should be specific.When answering customers' questions, you should face the customers and answer them in a civilized manner.Don't bow your head and ignore it, or be vague, or answer while doing other things absent-mindedly.

etiquette experts remind you

No matter how naive and "superfluous" the customer's questions are in the eyes of the counter service staff, the counter service staff should answer them politely without showing a dismissive expression.Sarcasm and sarcasm of customers is absolutely not allowed.

Answer all questions, never tire of asking.Some customers will ask questions from time to time or ask a question repeatedly when choosing products. Sometimes several customers will ask questions at the same time, making people wonder who is better to listen to. The counter service personnel should have sufficient patience, calm down, and answer in detail.

To answer sincerely, seek truth from facts.The quality, materials, etc. of the goods should be introduced truthfully, and no exaggeration or falsification should be made.If the counter staff pretends to be smart, uses their sharp teeth to talk nonsense, sells fake and shoddy goods by deception, and lures customers into being fooled, this is a serious business ethics issue and runs counter to business etiquette.

([-]) Service language skills

When business service personnel deal with customers, there are always some things that are inconvenient or the environment does not allow them to speak directly. They must learn to master certain expression skills and use euphemistic and implicit expressions to make the listener (or viewer) feel comfortable in a more comfortable atmosphere. receive information.This is both civilized and polite, and can achieve good communication effects.

"There are three things to say, and the ingenious one is the best." Ingenious counter service language can solve various problems and facilitate transactions smoothly.Counter service personnel should use the following language skills as appropriate:
Implicit and euphemistic
complete and exact
Choose sentence patterns carefully
use compliments appropriately

Clever use of positive and negative contrast
◇Subtle and euphemistic

Salespersons should avoid using embarrassing or offensive words, and replace them with words with the same or similar meanings.For example, to receive customers who buy clothes, for fat people (especially female customers), words such as "full", "rich", and "burly" should be used; for thinner people, "delicate" and "slender" should also be used , "Strong" to express, avoid saying that people are too fat, too fat or too thin.Customers with disabilities or physical defects should pay more attention to it. The "blind" and "deaf" can be called "blind", "back of hearing", or "people with inconvenient ears", which sounds much more euphemistic.

The counter service staff should be good at hinting, and deliberately say some words that are related or similar to the original intention, so as to foil the meaning that was originally intended to be said directly.

A scholar came to a stall selling pottery and wanted to buy a urinal. He picked several, all of which were of good quality, but they were all too big.At this time, the old pot seller said to him: "In winter, the nights are long."

The old man used this to imply the principle that the urinal should be large, and the language is clever and elegant.

The salesperson at the counter should also learn to "wind and go" when speaking, that is, the method of expressing the original intention by using the implicit language with twists and turns.

A salesperson received an old lady who bought a toothbrush. The old man forgot to pay and left.At that time, the salesperson held up the wrapping paper in his hand and said: "Ma'am, I'm going to wrap your toothbrush..." Then he took the toothbrush, wrapped it, and sang the price. Naturally, the aunt was invited back, and the toothbrush money was withdrawn, which also avoided embarrassing the old man.

complete and exact
For example, when a customer buys socks and undershirts, the salesperson only asks "Do you want to buy men's or women's?" instead of asking "Do you want to buy men's or women's?" or ask: "Do you buy clothes for gay men or gay men?" ?” In this way, it appears polite and precise.After the customer has finished shopping, some salespersons say: "I'll tie them up for you!" It's more appropriate to say "I'll tie them up for you".

Choose sentence patterns carefully
Chinese has a rich vocabulary and a wide variety of sentence patterns.In addition to expressing different meanings, different sentence patterns often carry a certain emotional color.According to the requirements of business etiquette, pay attention to the choice of sentence patterns:

Use less negative sentences and more positive sentences

For example, the customer asks: "Is there any red clothes of this style?" The salesperson answers: "No!" The customer will leave disappointed after hearing such a blunt answer; , pink and white, you must look beautiful in these colors."Or say: "I'm really sorry!" "Please go to the ×× store to see", the customer is happy even if he has not bought the product.

Cleverly Use Requesting Sentences to Reject Customers

If a customer asks to return a product that is not within the scope of return and exchange, if the salesperson directly answers "no" or "cannot be returned", it will make the customer feel uncomfortable and even conflict; if the salesperson uses a request-style statement to answer: "I'm really sorry, this kind of goods cannot be returned or exchanged according to regulations, please forgive me." Even if the customer's request cannot be met, it also reflects the salesperson's respect for the customer.

Do not use rhetorical questions or non-subject sentences

Rhetorical questions have a much stronger tone than declarative sentences and are often used to express angry feelings.The non-subject clause often has an imperative or imperative tone, which is generally used for commands or warnings, and the tone is relatively strong.These two sentence patterns are not suitable for the counter language in shopping malls.For example, when a customer asks about a certain product, the salesperson replies: "Look for yourself!" or "Why do you ask if you don't?"

use compliments appropriately

In the counter service, a word of praise can lubricate the ordinary "gears" of buying and selling, and make the relationship between the salesperson and the customer closer.If the salesperson notices that a customer has been waiting there to buy goods while the salesperson is busy, when the salesperson is free, he can approach the customer and say, "I'm sorry! I kept you waiting!" "Thank you for your understanding and support." !” After the customer chooses the desired product, the salesperson can praise in due course: “You have a good eye!” or “You are very good at shopping.”

Clever use of positive and negative contrast
Any product has advantages and disadvantages.As a salesperson, you should fully perform the duties of recommending and introducing products, and compare and introduce the advantages and disadvantages of the products skillfully and appropriately so that customers can choose them.The following two statements have two different effects:

"It's a bit pricey, but the quality is good."

"It's a good quality item, but a bit pricey."

The meaning of the two sentences is the same, but the order of the words before and after is rearranged, which brings completely different feelings to customers. The former emphasizes its good quality, that is, you get what you pay for, which is conducive to enhancing customers' desire to buy; the latter starts from good quality However, it ends up being a bit expensive, which can lead to diluting or offending purchases.Salespersons should use the first method when introducing products with high prices and poor sales to customers, that is, first introduce the shortcomings of the products (high price), and then introduce the advantages of the products in detail, so that customers feel that the salesperson is seeking truth from facts and is reasonable. Create a sense of trust.

([-]) Taboos of service terms

In order to improve the quality of service, uncivilized and polite language should be prohibited in the language used at the counter, so as to achieve "ten don'ts", that is, don't say anything that damages the customer's personality; don't say anything that hurts the customer's self-esteem; don't say things that complain or blame customers; Don't say words that contradict and reprimand customers; don't say words that are blunt and abrupt; don't say words that are vulgar, vulgar, and unreasonable; don't say words that are sarcasm and retort; don't say words that deceive customers; don't say words that stimulate customers and intensify conflicts; Don't talk about nonsense and other mantras.Do not say forbidden words depends on mentality. Only by improving business ethics, respecting and understanding customers, and treating customers as friends can we grasp the use of civilized language and thoroughly purify civilized service language.

In the language communication with customers, in addition to not saying taboo words and achieving "ten don'ts", salespersons should also try their best to avoid some annoying words.Relevant experts have listed twelve kinds of sayings that make the other party hate, this is:
- dark tone;
- the tone is intense;
— hesitating;
- full of doubts;
- unilateral talk;
- object immediately;
- self-sufficient boasting;
— belittle oneself;
— strong words;
- uncommon words;
— cynicism;
— flattery.

Not saying taboo words and avoiding the twelve annoying expressions are also the basic requirements for counter language and business service language art and etiquette.

Product showcase
The so-called commodity display refers to fully displaying the characteristics and functions of a certain product to customers.Through the display, customers and commercial enterprises can interact, arouse resonance, and stimulate the consumption desire of the other party, so as to complete the product sales and service work.

([-]) Window merchandise display

The products in the shop window are the visual objects that customers care about most, and they are the silent advertisements of the shop.Courteous hospitality cannot fail to talk about window display.

Show windows not only convey commodity information, but also a window of material civilization and spiritual civilization, which has a subtle influence on people's lifestyles, aesthetic concepts, and social customs.Therefore, merchants attach great importance to the art form of window design and the method of product display.For example, using three-dimensional space to form a pattern of "sparse at the top, dense at the bottom, and moderate in the middle" and a relationship of "sparse at the front, dense at the middle, and foil at the back", giving people a sense of stability, layering, and three-dimensionality; using the "golden section" law , resulting in the beauty of proportion and order, giving people a sense of form beauty; using the composition method of points, lines, shapes and colors in painting to make it harmonious but not monotonous, change but not chaotic, and give customers a vivid and harmonious visual impression.

As for the specific methods of window product display design, there are various methods, including comprehensive display method, classified display method, single product display method, theme display method, close-up display method, analysis display method, cartoon display method, season display method, Festival political propaganda display law, etc.No matter what art form and method is adopted for window design and layout, it must reflect the operating characteristics, guide consumption, and achieve the perfect unity of product introduction and display art.For example, in order to highlight the characteristics of textiles or clothing, if individual models with different postures are used for display, the whole picture of the product, including texture, style, pattern, color, and the actual effect of comfort and beauty when worn and used, can be displayed from different angles. Shown with the side.For another example, in order to display the timely Spring Festival products, you can use the scenery to arrange a display window for the Spring Festival full of spring and blooming flowers, so that people can feel a strong festive atmosphere.

etiquette experts remind you

When displaying products in the window, the influence of light, lighting and color on the displayed products should be fully considered.

The lighting of the window should have sufficient brightness without being dazzling. The light should be irradiated on the main part of the window or the key products; and pay attention to the harmony between the color of the light and the color of the product and the background tone of the window, so as to avoid customers' confusion about the color of the product. illusion.It should also be noted that the display part of the product should be on the customer's eye level, and should not be placed above or below the eye level; otherwise, excessive looking up or down will cause inconvenience for customers to observe the product.

([-]) Product display in the store

"Successful product display is an excellent silent salesman".The display of goods in the store should reflect the characteristics of the operation, highlight the key points, distinguish the primary and the secondary, conform to the aesthetic principle, make people feel immersive, and be pleasing to the eye and entertain the mind; at the same time, it should also consider the reasonable location and appropriate height.The display of goods in the store should take care of two aspects, which are convenient for customers to choose and conducive to the service of service personnel.

Product Display Requirements

Convenient for customers to choose

Favorable service for service personnel

Convenient for customers to choose

(End of this chapter)