Run a profitable clothing store

Chapter 45 Recruitment and management of clothing store personnel (5)
⑥Patiently handle customer complaints and complaints, and make complaint records.

⑦ Obtain and feed back competitor information, customer information and other information.

⑧Maintain the image in the store at any time to ensure a good image in the store.

(2) From the perspective of a clothing store.Responsibilities of a shopping guide include:
① Carefully fill out the various data record forms.

② Actively put forward constructive suggestions to the store manager.

③ Have the responsibility to protect the safety of on-site clothing.

④Strictly abide by the code of conduct of clothing stores.

⑤Complete the inventory of clothing on schedule and provide accurate data.

⑥ Keep learning, master clothing knowledge and sales skills, and improve sales ability.

⑦ Assist colleagues to receive customers when necessary.

⑧ Obey the work arrangement of the superior leader.

2. Workflow of shopping guide

The operation process of the shopping guide can be carried out in three stages: before business, during business and after business.

(1) Before business:

①Morning meeting.Communicate sales goals for the day.

② Check appearance (job number, overalls, make-up).

③Clean and hygienic (cash counter, changing room, freight yard, lounge, ceiling, lamps, air curtain, air conditioner, warehouse, circuit, lighting, etc.).

④ replenishment.The clothes on the laminates are of the same color and size, and the clothes in the warehouse must be available.

⑤ Inventory.

(2) In business:

① Take the initiative to use polite language in a timely manner, greet customers and convey information, and actively greet colleagues.

② Warm and friendly service attitude, pay attention to customers, do not ignore customers.

③Keep the integrity, cleanliness, and no damage of the clothing display, place it neatly and keep the integrity of the price tags and promotional materials.

④ Proficiency in the characteristics, selling points and collocation of clothing, and recommend it to customers.

⑤ Proficiency in professional knowledge, sales skills and additional sales.

⑥Keep the environment clean and clean up the sanitation of the cargo area in time (nylon bags, paper scraps).

⑦When the business is concluded, it is necessary to hand over the work with the cashier and pay attention to the work procedures.

⑧ Pay attention to the procedures of entering, withdrawing and transferring goods.

⑨ Pay attention to the safety of the venue, be vigilant and guard against thieves.

⑩Provide free trousers modification service and take the initiative to inform customers.

(3) Closing of business:
①At the end of the morning shift, do a handover with the opposite shift.

②Counting and sorting clothes.

③Clean the store.

④ After class meeting.

Management mainly needs to understand the scope of responsibilities first, and it will be easy to manage when there are standards.

How to manage cashiers

The management of the cashier is mainly divided into two aspects:
1. Arrangement of cashier workflow
The cashier operation can be arranged according to the daily operation process.The daily operation process can be divided into three stages: before business, during business, and after business.

(1) Before business:

①Clean the cash register and responsible area before opening for business.

② Claim the reserve fund and check and confirm.

③Inspect the cash register for business use, sort out and supplement other spare parts.

④Learn about the price-changing products and specials of the day.

⑤ Check the clothing and appearance, and wear the work number plate.

(2) In business:

① Comply with the main points of cashier work.

② Maintain a friendly smile towards customers and answer customers' questions patiently.

③ When a customer complains or a customer comes to complain and negotiate due to an error in the cashier settlement, he should immediately contact the supervisor on duty, and the supervisor on duty will take the customer to the side for reception and processing, so as to avoid affecting the normal cashier work.

④While waiting for customers, the cashier can prepare for various tasks before opening.

⑤During the non-peak period, they should follow the arrangement of the shift leader to engage in other work.

(3) After business hours
① Settle the account and fill in the checklist.

②Put the money into the purse and hand it over to the supervisor on duty under the supervision of other personnel.

③Guide customers out of the store.

④ Organize the cashier work area.

2. Operational Specifications for Collection Services
Cashiers in stores not only need to understand their responsibilities, but also need to know some norms in the process of collecting services:
(1) Greet customers with a smile.Watch the arrival of customers with kind eyes, and send a greeting: "Hello!" When the business is busy or the customer needs to wait for some reason, you should say "please wait a moment" to the customer or apologize with a smile.

(2) Receive change.When collecting money, the cashier should check the payment voucher, check the authenticity of the currency and "sing and pay", and repeat the amount received to the customer in a clear voice, such as: "Miss, I charge you 50 yuan." The change amount of the customer, such as: "I find you 15 yuan, please keep it", and give the change to the customer politely with both hands.

(3) Receive the check.When receiving a check, check whether the check is damaged, whether the seal is clear and complete, whether the date and purpose meet the requirements, whether there is any alteration, and register valid certificates such as the bearer's ID card.Pay after check arrives.

(4) Issue an invoice.Make an invoice according to the customer's actual purchase quantity and unit price and check it, then print the computer invoice, hand the invoice to the customer gently, and say "Mr. (or Ms., etc.), this is your invoice."

(5) Recommend convenience products.Cashiers can politely recommend convenient products to customers while collecting money and issuing invoices.

(6) SEND OFF.When the customer leaves the checkout counter, the cashier should sincerely say to the customer: "Thank you for coming, and you are welcome to come again next time." At the same time, the customer should be reminded to check whether there is anything left at the checkout counter or other places in the clothing store.

How to manage buyers

With the development of the entire garment industry, the work of buyers is increasingly valued by people.In addition to being professional and responsible, professional knowledge and business experience, buyers should also have language and communication skills, so that they can take on the important task of clothing procurement.Therefore, clothing operators should also pay attention to certain methods and skills when managing buyers.

1. Clarify the responsibilities of purchasing personnel in clothing stores
(1) Supervise the realization of sales targets.Purchasing personnel are absolutely responsible for the monthly sales of clothing stores and the realization of sales targets.It is necessary to keep abreast of the sales situation of the clothing store, and urge the clerk to achieve the monthly sales target.

(2) Formulate a procurement plan.In order to achieve the sales target of the clothing store, the purchasing personnel must formulate a detailed clothing purchasing plan.Purchasing personnel must formulate a purchasing plan every month, which includes the selection of key clothing (brands), purchase price, purchase quantity, and optional manufacturers.

(3) Complete the procurement business.The content includes bargaining for clothing purchases, negotiation of purchasing conditions, introduction of new clothing, distribution of clothing, and determination of a purchase quantity.

(4) Clothing business management.According to the sales report of the store, timely discover best-selling products and unsalable products, and deal with unsalable products in a timely manner; grasp the inventory status of clothing; make clothing configuration tables; allocate clothing among branches; inspect clothing ordering business; supervise clothing returns; Supervision and inspection of clothing quality; guidance of clothing display.

(5) Formulate a sales plan.Responsible for formulating monthly, quarterly and annual plans for clothing promotions; responsible for making exception promotion plans; sales decisions for special clothing; negotiating transaction terms for special clothing with suppliers.

(6) Participate in marketing research.Responsible for collecting and summarizing the overall sales data of clothing stores; understanding the demand dynamics of consumers in the target market; understanding the promotional measures and business strategies of competing stores; grasping the business dynamics of suppliers.

(7) Responsible for subordinate training.Teach clothing-related knowledge to sales personnel in the clothing store; communicate with the clothing store manager in a timely manner; participate in the sales manager meeting held by the head office.

2. Quality requirements for purchasing personnel

The requirements for the quality of purchasing personnel in clothing stores are relatively high, including the following two aspects:

(1) Ability to work.Purchasing personnel's working ability, in addition to having strong business ability in selecting suppliers and negotiating with suppliers, should also have strong forecasting and decision-making ability and interpersonal coordination ability.This is because purchasing personnel have less contact with customers and sales sites, and the branches of some chain clothing stores are distributed in various regions, and there are certain differences in the consumption preferences they face. The changing trend of demand increases the difficulty; and if the clothing store purchases a large amount and has high time requirements, purchasing personnel must often make decisive decisions in business activities.At the same time, procurement personnel must be good at grasping consumer demand information in the relationship coordination with relevant department personnel in the enterprise, especially sales personnel, so as to ensure the marketability of purchased clothing.

(2) Knowledge structure.As a purchaser, you should be familiar with multi-disciplinary knowledge such as commodity studies, marketing, economic law, mathematics and computer management.Purchasing personnel need to have a solid commodity knowledge base, understand the characteristics of different brands, origins, quality and prices of similar commodities and their adaptability to the target market of the enterprise; have knowledge of economic accounting, and be familiar with commodity cost composition, purchase quantity, time, The impact of settlement methods on profits; knowledge of policies and regulations, familiar with the knowledge and skills of contract signing, to prevent losses caused by signing mistakes; knowledge and ability of market forecasting, master the laws of clothing production and sales; knowledge of marketing, able to formulate scientifically and rationally Clothing promotion strategy.In terms of work experience, it cannot be limited to procurement work experience.For example, Seiyu Company stipulates that purchasing personnel must have served as branch store managers or merchandise ministers, and that purchasing personnel, middle-level management personnel, and branch store instructors should be rotated regularly, so that purchasing personnel have rich commodity knowledge and sales experience, and are familiar with the entire process of commodity operation. , in order to better undertake the task of commodity procurement.

Methods and Skills of Managing Acceptors

In the job setting of the clothing store, the acceptance officer is an indispensable position. The existence of the acceptance officer can guarantee the quality of the clothing entered by the store.So what exactly are the job responsibilities of the inspector?

(1) Responsible for product acceptance.

(2) During commodity inspection, responsible for confirming and inspecting commodity quality, reviewing commodity origin, production date, delivery time, quantity, price, variety and other links.

(3) When checking and accepting, it is necessary to hold the delivery note or invoice, receipt, and check with the delivery person one by one.

(4) Reduce the waste caused by returning goods or other reasons afterwards, and avoid unnecessary disputes in the future.

In general, a clothing store inspector should have the following qualifications:
(1) High school education or above.

(2) Master the relevant knowledge of clothing.

(3) Master the knowledge of clothing logistics distribution and finance.

(4) Received professional training on product acceptance in stores.

Ways to manage tally clerks
In a clothing store, the tally clerk is a salesperson who does not have direct contact with customers, and the main service method of the tally clerk is indirect service.The quality of the tally clerk's work is an important factor affecting sales.

1. Responsibilities of the tally clerk
Specifically include the following aspects:

(1) Familiar with the brand specifications and origin of clothing.

(2) Obey the relevant regulations on warehouse management and clothing delivery, and carry out the work according to the operation process.

(3) Master the principles and methods of clothing display, display clothing correctly, and pay close attention to clothing sales trends, and replenish clothing in time.

(4) Master the knowledge of clothing price tagging, and mark the price correctly.

(5) Ensure clothing safety.

(6) Do a good job in the sanitation of shelves and responsibility areas and keep them clean.

(7) Reasonable suggestions to consumers should be recorded in time and reported to superiors.

2. Operation process management of tally clerks

With the development of clothing sales, the number of clothing displayed on the shelves is constantly decreasing. The main duty of the tally staff is to go to the inner warehouse to pick up the goods to replenish the shelves and mark the price of the clothing.

(1) The tally clerk must rely on the delivery slip to pick up the goods.

(2) The tally clerk should write down the category, variety, name, quantity and unit price of the clothing on the pick-up list.

(3) The tally clerk must check and accept the clothes issued by the inner warehouse manager one by one according to the items on the pick-up list, so as to avoid serial numbers and wrong goods.For large-scale comprehensive clothing stores, warehouse-style shopping malls and convenience stores, the procedures for receiving goods may not be reflected in the internal warehouse, but directly reflected in the delivery personnel of the receiving department and distribution center.Once the handover process is complete, responsibility is fully transferred to the head of the merchandise department and the tally clerk.

(4) Every clothing displayed on the shelf must be marked with a price tag, so that customers can choose and buy and the cashier can calculate the price and collect the money.

Ways to Manage Employees on Probation
The probationary period is more often understood as an inspection period, which is mainly used to test the working ability and personal quality of new employees.At this level, the employing department of the clothing store often plays the role of "Tathagata Buddha", while the new employees are "Monkey King".Therefore, it is extremely important for operators to establish effective trial employee management methods. Good management methods can not only stimulate the work enthusiasm and work creativity of new employees, but also inject fresh vitality into the operation of clothing stores.

1. Sign a probationary labor contract

On the day when the new employees pass the applicable period, under the condition of mutual agreement, sign a probationary labor contract, and jointly abide by the terms listed in the contract.

2. Train the probationary staff

Employees during the probation period have just started working and are not yet familiar with the business, so it is necessary for them to participate in pre-employment training.

3. Determine the management principles of probationary employees

(1) The principle of seeking truth from facts.Assessment should be based on observation and records in daily management, combining quantitative and qualitative, emphasizing speaking with data and facts.

(2) The principle of differential treatment.Compared with the performance appraisal of full-time employees, the appraisal of probationary employees is a comprehensive appraisal, which requires a comprehensive evaluation of their employment status, labor attitude and work performance.

(3) The principle of combination of assessment and assessment.For the evaluation of employees during the probationary period, a comprehensive evaluation is carried out by combining daily weekly, daily, and final evaluation at the end of the probationary period, and strives to be objective, fair and comprehensive.

(4) The principle of efficiency priority.As for the assessment results, employees who prove that they do not meet the employment conditions or their abilities are obviously not suitable for the work needs, and lack the sense of responsibility and initiative in their work, the probation period shall be terminated in time according to the regulations.

4. Establish an assessment system for probationary employees
(1) There are three types of evaluations for employees during the transfer period: weekly, monthly, and end-of-probation evaluations.

(2) The assessment content shall be carried out in accordance with the relevant quality assessment requirements stipulated by the clothing store.

(3) Sources of assessment information: key behaviors and key conditions in the working process of employees recorded by the supervisor; various training records of employees; regular work reports, daily summary data; evaluation of the same team, feedback from relevant departments and teams and Evidence materials; relevant information accumulated during the communication process between supervisors and employees; work performance directly generated.

(4) Definition of assessment grades.

①Excellent: Compared with the probationary period, they have outstanding performance in all aspects, especially in terms of work performance, which must far exceed the requirements of employees during the probationary period.

②Good: All aspects exceed the target requirements for probationary employees.

③Qualified: meet or basically meet the basic requirements for probationary employees;

④ Unqualified: Cannot meet the basic requirements for probationary employees.

(5) Recruitment criteria.

① During the employee stage (weekly and monthly) during the probationary period, when the assessment result is D, the probationary qualification will be cancelled.

②When the monthly evaluation of the probationary employee is A, the department can arrange the final evaluation in advance, and the outstanding ones can be transferred to full-time status and graded in advance by the department or individual application.

③In other cases, in principle, the probationary period must be completed, and the end-of-term evaluation should be participated in, and relevant procedures should be handled according to the results.

5. Regularization of probationary employees

The regularization of probationary employees mainly refers to their comprehensive evaluation results.

① When the comprehensive evaluation result is D, the probationary qualification will be cancelled, and the employment will no longer be employed.

② When the comprehensive evaluation result is C, the probationary period can be extended with the agreement of both parties, otherwise the employment will not be terminated.

③ If the comprehensive evaluation result is A or B, the company will give it a normal status.

In addition, the operator and other prospective shop assistants must communicate, guide and help new employees understand their own positioning, work process and work problems through various means, so as to reach a consensus between the two parties so that they can have a more relaxed job environment, to eliminate the concerns of new employees at work, so that they can work freely and boldly, and establish a "communication mechanism" inside the store to shorten the running-in period of new employees as much as possible.Only by forming such an environment of "educating people" can the rapid growth of new employees be promoted to a certain extent, and it is possible to avoid passing outstanding talents due to management problems during the probationary period or misunderstandings between each other.

Ways to Manage Promoters

In the sales promotion of store personnel, people are the most fundamental factor, and the sales personnel who carry out promotion must have certain basic conditions to obtain good results.The following quality requirements are what an ideal salesperson should possess:
1. Strong insight ability

Needless to say, the situation of the market and customers is very complicated, not only varies greatly, but also is restricted by many factors.A salesperson with keen observation ability can see six directions, listen to all directions, discover and seize market opportunities in time, figure out customers' purchase intentions and psychology, and increase the turnover rate of clothing.

2. High professionalism

Sales work, especially sales work with a promotional nature, is not an easy job. There are many difficulties and setbacks to overcome, and many cold rejections to face. This requires the salesperson to have a strong sense of professionalism and high He has a strong sense of responsibility, regards himself as a person who "sells happiness", and has an enterprising and positive energy.

3. Correct service attitude
The salesperson is not only the representative of the clothing store but also the consultant of the customer. They should truly establish the idea of ​​"customer first" and "customer is God", think what the customer thinks, be anxious about what the customer is anxious about, and actively serve the customer. Only in this way can they win the trust of the customer. trust.

4. Good persuasion skills

Good persuasion ability is one of the qualities that a clothing store salesperson must possess.Sales staff must be able to skillfully use various sales techniques to successfully persuade customers; they must be familiar with the general procedures of sales work, and understand customers' buying motivations and behaviors; they must be good at displaying and introducing their own clothes, be good at approaching customers, and be good at excluding customers objections until a deal is reached.To do this, you must first believe in yourself, the products you sell, and the store you represent. This is the prerequisite for a successful transaction.

5. Abundant knowledge

(End of this chapter)