服装品牌店员导购手册

1、towards a waiting car. one of them was carrying a bag full of money. roy acted quickly and drove the bus straight at the thieves. the one with the money got such a fright that he dropped the bag. as the thieves were trying to get away in their car, roy drove his bus into the back of it. while the ba

2、ttered car was moving away, roy stopped his bus and telephoned the police. the thieves' car was badly damaged and easy to recognize. shortly afterwards, the police stopped the car and both men were arrested.    lesson36 across the channel 横渡海峡 erna hart is going to swim acros

3、s the english channel tomorrow. she is going to set out from the french coast at five o'clock in the morning. erna is only fourteen years old and she hopes lo set up a new world record. she is a strong swimmer and many people feel that she is sure to succeed. erna's father will set out with

4、her in a small boat. mr hart has trained his daughter for years. tomorrow he will be watching her anxiously as she swims the long distance to england. erna intends to take short rests every two hours. she will have something to drink but she will not eat any solid food. most of erna's school fri

5、ends will be waiting for her on the english coast. among them will be erna's mother, who swam the channel herself when she was a girl.   lesson37 the olympic games 奥林匹克运动会 the olympic games will be held in our country in four years' time. as a great many people will be vi

6、siting the country, the government will be building new hotels, an immense stadium, and a fine new swimming pool. 'they will also be building new roads and a special railway-line. the games will be held just outside the capital and the whole area will be called 'olympic city'. workers wi

7、ll have completed the new roads by the end of this year. by the end of next year, they will have finished work on the new stadium. the fine modern buildings have been designed by kurt gunter. everybody will be watching anxiously as the new buildings go up. we are all very excited and are looking for

8、ward to the olympic games because they have never been held before in this country.   lesson38 everything except the weather 惟独没有考虑到天气 my old friend, harrison, had lived in the mediterranean for many years before he returned to england. he had often dreamed of retiring in england

9、 and had planned to settle down in the country. he had no sooner returned than he bought a fine house and went to live there. almost immediately he began to complain about the weather, for even though it was still summer, it rained continually and it was often bitterly cold. after so many years of s

10、unshine, harrison got a shock. he acted as if he had never lived in england before. in the end, it was more than he could bear. he had hardly had time to settle down when he sold the house and left the country. the dream he had had for so many years ended there. harrison had thought of everything ex

11、cept the weather.   lesson39 am i all right? 我是否痊愈？ while john gilbert was in hospital, he asked his doctor to tell him whether his operation had been successful, but the doctor refused to do so. the following day, the patient asked for a bedside   telephone. when he wa

12、s alone, he telephoned the hospital exchange and asked for doctor millington. when the doctor answered the phone, mr gilbert said he was inquiring about a certain patient, a mr john gilbert. he asked if mr gilbert's operation had been successful and the doctor told him that it had been. he then

13、asked when mr gilbert would be allowed to go home and the doctor told him that he would have to stay in hospital for another two weeks. then dr millington asked the caller if he was a relative of the patient.' no,' the patient answered,' i am mr john gilbert.'     

14、; lesson40 food and talk 进餐与交谈 last week at a dinner-party, the hostess asked me to sit next to mrs rumbold. mrs rumbold was a large, unsmiling lady in a tight black dress. she did not even look up when i took my seat beside her. her eyes were fixed on her plate and in a short time, she wa

15、s busy eating. i tried to make conversation.   ' a new play is coming to" the globe" soon,' i said. 'will you be seeing it ?' ' no,' she answered. 'will you be spending your holidays abroad this year ?' i asked. ' no,' she answered. &#

16、39; will you be staying in england?' i asked. ' no,' she answered.   in despair, i asked her whether she was enjoying her dinner.  ' young man,' she answered,' if you ate more and talked less, we would both enjoy our dinner !'    lesson41 do

17、you call that a hat? 你把那个叫帽子吗？ 'do you call that a hat ?' i said to my wife. 'you needn't be so rude about it,' my wife answered as she looked at herself in the mirror. i sat down on one of those modern chairs with holes in it and waited. we had been in the hat shop for half

18、 an hour and my wife was still in front of the mirror. ' we mustn't buy things we don't need,' i remarked suddenly. i regretted saying it almost at once. 'you needn't have said that,' my wife answered.' i need not remind you of that terrible tie you bought y

19、esterday.'  ' i find it beautiful,' i said. 'a man can never have too into the cave hoping to find buried treasure. the leader of the party was examining the soil near the entrance to the cave when the machine showed that there was gold under the ground. very excited, the party

20、dug a hole two feet deep. they finally found a small gold coin which was almost worthless. the party then searched the whole cave thoroughly but did not find anything except an empty tin trunk. in spite of this, many people are confident that 'the revealer' may reveal something of value fair

21、ly soon.   lesson56 faster than sound! 比声音还快！ once a year a race is held for old cars. a lot of cars entered for this race last year and there was a great deal of excitement just before it began. one of the most handsome cars was a rolls-royce silver ghost. the most unusual car w

22、as a benz which had only three wheels. built in 1885, it was the oldest car taking part. after a great many loud explosions, the race began. many of the cars broke down on the course and some drivers spent more time under their cars than in them ! a few cars, however, completed the race. the winning

23、 car reached a speed of forty miles an hour-much faster than any of its rivals. it sped downhill at the end of the race and its driver had a lot of trouble trying to stop it. the race gave everyone a great deal of pleasure. it was very different from modern car races but no less exciting.  

24、0; lesson57 can i help you, madam? 你要买什么，夫人？ a woman in blue jeans stood at the window of an expensive shop. though she hesitated for a moment, she finally went in and asked to see a dress that was in the window. the assistant who served her did not like the way she was dressed. glancing a

25、t her scornfully, he told her that the dress was sold. the woman walked out of the shop angrily and decided to punish the assistant next day. she returned to the shop the following morning dressed in a fur coat, with a handbag in one hand and a long umbrella in the other. after seeking out the rude

26、assistant she asked for the same dress. not realizing who she was, the assistant was eager to serve her this time with great difficulty, he climbed into the shop window to get the dress. as soon as she saw it, the woman said s many ties.' 'and a woman can't have too many hats,'

27、she answered. ten minutes later we walked out of the shop together. my wife was wearing a hat that looked like a lighthouse !   lesson42 not very musical 并非很懂音乐 as we had had a long walk through one of the markets of old delhi, we stopped at a square to have a rest. after a

28、time, we noticed a snake-charmer with two large baskets at the other side of the square, so we went to have a look at him. as soon as he saw us, he picked up a long pipe which was covered with coins and opened one of the baskets. when he began to play a tune, we had our first glimpse of the snake. i

29、t rose out of the basket and began to follow the movements of the pipe. we were very much surprised when the snake charmer suddenly began to play jazz tunes and modern pop songs. the snake, however, continued to 'dance' slowly. it obviously could not tell the difference between indian music

30、and jazz!   lesson43 over the south pole 飞越南极 in 1929, three years after his flight over the north pole, the american explorer, r. e. byrd, successfully flew over the south pole for the first time. though, at first, byrd and his men were able to take a great many photographs of t

31、he mountains that lay below, they soon ran into serious trouble. at one point, it seemed certain that their plane would crash. it could only get over the mountains if it rose to 10,000 feet. byrd at once ordered his men to throw out two heavy food sacks. the plane was then able to rise and it cleare

32、d the mountains by 400 feet. byrd now knew that he would be able to reach the south pole which was 300 miles away, for there were no more mountains in sight. the aircraft was able to fly over the endless white plains without difficulty.      lesson44 through the forest 穿过森林&

33、#160;mrs anne sterling did not think of the risk she was taking when she ran through a forest after two men. they had rushed up to her while she was having a picnic at the edge of a forest with her children and tried to steal her handbag. in the struggle, the strap broke and, with the bag in their p

34、ossession, both men started running through the trees. mrs sterling got so angry that she ran after them. she was soon out of breath, but she continued to run. when she caught up with them, she saw that they had sat down and were going through the contents of the bag, so she ran straight at them. th

35、e men got such a fright that they dropped the bag and ran away. 'the strap needs  mending,' said mrs sterling later, 'but they did not steal anything.'   lesson45 a clear conscience 问心无愧 the whole village soon learnt that a large sum of money had been lost. s

36、am benton, the local butcher, had lost his wallet while taking his savings to the post-office. sam was sure that the wallet must have been found by one of the villagers, but it was not returned to him. three months passed, and then one morning, sam found his wallet outside his front door. it had bee

37、n wrapped up in newspaper and it contained half the money he had lost, together with a note which said: 'a thief, yes, 'but only 5o per cent a thief!' two months later, some more money was sent to sam with another note:' only 25 per cent a thief now!' in time, all sam's money

38、 was paid back in this way. the last note said:' i am 100 per cent honest now!'   lesson46 expensive and uncomfortable 既昂贵又受罪 when a plane from london arrived at sydney airport, workers began to unload a number of wooden boxes which contained clothing. no one could accoun

39、t for the fact that one of the boxes was extremely heavy. it suddenly occurred to one of the workers to open up the box. he was astonished at what he found. a man was lying in the box on top of a pile of woollen goods. he was so surprised at being discovered that he did not even try to run away. aft

40、er he was arrested, the man admitted hiding in the box before the plane left london. he had had a long and uncomfortable trip, for he had been confined to the wooden box for over店员导购手册现在，有许多著作和文章指引导购员如何进行自我修炼和提高，如何获得更大的销售业绩。但普遍缺乏对于一个陌生人进入到导购员这一陌生行业的入门级培训和指导。  本文旨在为初入终端导购领域的人们提供一个由陌生到了解、由认知

41、到熟知的过程讲解，能够真正意义上为他们排忧解难，指点迷津。  万事开头难：不要害怕  其实，进入任何一个陌生的领域和行业，都会面临上面的问题。如果过来人能够将问题讲清楚，有效规避情况的再次出现，许多过来人往往会发出这样的感叹：唉，早知这样，我就不害怕了。  笔者接触过不同行业不同企业的导购人员，他们总是展现在笔者面前的是一副成熟、不害怕的精神状态。一次，在去某百货商场购物的过程中，就被一个商场营业员给叫住了，她推销某品牌用新材料制成的免烫衬衫。我对这种新型材料很感兴趣，于是就停了下来，拿起一件衬衫观看。此时，这名营业员就咨询我所需要的

42、尺寸。  我一惊，心里盘算，我可没有打算买。于是，马上反问到，这种新材料制成的衬衫有什么优点，她马上对答如流。之后，我又追问到，为什么会有这种效果，这种新材料真的有这么好吗？会不会是骗人的？一连串的反问，这位营业员就显得有些紧张，说话开始结舌。此时，一个年龄较大的营业员走过来，向我解释清楚。当然，我最终还是找个借口离开了。  我想，前面的那位年青营业员肯定也接受过同样的专业知识培训和教育，她肯定也很清楚这种新材料的优点。但是，她缺乏根本的自信心，害怕说错、害怕说不到位。  这就是刚入门者与老导购员之间的最大区别，没有经验，害怕失败。但

43、是，如果不经历过多的失败，你如何才能积累经验，如果能够收获成功。  因此，刚入门的导购员们，请你们千万不要害怕，要知道你所面对的顾客也是一个生手，他根本都不清楚你产品的优势。就算你说错了一句话，做错了一件事，也是不会被轻易发现和认知。因此，你还有什么好害怕的呢？  笔者建议，很多时间，导购员需要换个思维，如果你作为顾客去购买别人的产品时，你对这一产品的知识和了解也只是空白。所以，别人说的对与错，你又怎么清楚呢？  在弄清楚定位之后，你就完全可以通过简单的产品知识学习和导购技巧的学习之后，顺利的进入新的行业了，而害怕只不过是一层窗户纸。

44、  切忌经验主义：不要自以为是  当一些导购员完成了从门外汉到门内人的角色转型之后，就会遭遇到其职业规划生涯中的第一发展瓶颈：自以为是。总是自大地认为这种做法和行为是正确的，或者还盲目的认为原先的一些做法是还可以进行技巧的创新和提炼。殊不知就是在这一系列的创新中，许多导购员人员陷入了投机取巧的伪陷阱。  对一这种行为，笔者分析后认为，这是导购员在发展初期，由内心的首获成功从而产生的个人主观主义和经验主义。  下面，我们就要通过几种手段的运用来避免和阻止这种错误的再度发生。  第一步：扎实基本功。

45、大家都清楚，高楼大厦墙脚起，墙脚一定要踏实。如果不踏实，一年不会有问题，二年就会显示出问题了。因此，对于导购员而言，在开始接触这一事物之前，一定要将产品知识、导购技巧等最为基本的知识弄清楚，弄明白，这样才能够获得厚积薄发的作用。  第二步：不要相信速成法；凡事都要经历一个由失败到成功的过程中，万物也都会经历一个由幼稚向成熟的过程；因此，不要相信有什么速成法。一个月速成法学会英语的人，跟二年逐步学成英语的人，根本不在一个档次上。因此，不要以为你生性外向，就会比别人快速掌握导购技巧，凡事都要讲究一个量化到质变的积累，而这需要一个过程。  第三步：多点失败。在

46、这里，不是鼓励所有导购人员随便就放走手中的客人，也不是不努力不去争取。而是指能够以一颗平常心来对待失败。由于口词不清、或者解说不到位，让一个消费者流失，不要因此而一味地内疚，而要善于从失败的根结中寻找不足，下次再弥补也不迟。导购员每天都会面临着不同人群不同类型的消费者，失败一次怕什么？从重再来。目录第 1 章 前  言        21.1 组织结构        21.2 店员的职责        21.3 服务原则    

47、0;   31.4 服务仪容        31.5 日常营业流程        3第 2 章 售前准备        42.1 销售区准备工作        42.2 收银区工作        5第 3 章 售中服务        73.1 销售区工作        73.2 收银区工作 

48、60;     10第 4 章 售后处理投诉        134.1 售后服务的原则        134.2 售后服务内容        134.3 售后服务的接待        134.4 售后服务技巧        144.5 售后服务记录        15第 5 章 忙碌时的待客法      &#

49、160; 165.1 销售区        165.2 收银区        16第 6 章 空闲时的工作        176.1 销售区        176.2 收银区        176.3 交接班        17第 7 章 营业结束        187.1 营业结束的工作流程   

50、     187.2 销售区        187.3 收银区        19第 8 章 奖罚条例        208.1 奖励条例        208.2 处罚条例        208.3 商品、成员现金、票据遗失赔偿制度        228.4 实施说明：        228.5

51、员工等级评定标准        23第 1 章 前  言店员每天在卖场中要接触形形色色的顾客，每一位顾客在选购商品时各有特性，购买的动机也可以说是五花八门的。通过对消费者行为模式的研究，人们发现，顾客作出的购买决定往往不是足够理性的，甚至有的是瞬间的冲动。作为一个店员，就是要尽可能的努力找到导致客户决定购买的诱因，并抓住瞬间的机会，迅速成交。这是每一位店员在销售过程中极为重要的工作。店员首先应具有做事的干劲，这样才能切实的投入工作，并在工作中寻找乐趣；其次还要拥有充沛的体力，即要有良好的健康条件，在工作时要充满活力；接着应有参与的热忱

52、，如此对于所处理的工作、接待的顾客乃至接触的商品，才能用心的投入，也就是我们所说的“入行”。1.1 组织结构专卖店结构：专卖店经理（店主）        店长店员1.2 店员的职责       Ø 上班不准迟到，必须提前5分钟换好制服，佩戴好胸卡，进入工作岗位。违者每月第一次罚款20元，第二次罚款40元，第三次罚款60元，第四次作辞退处理。   Ø     做好营业前准备，接受店长监督。违者罚款10元。   

53、60;   上班须用礼貌用语，提高销售技巧。违者罚款10元。Ø       Ø 任何情况下不得与客人争吵。违者罚款50元。       Ø 上班时不准串岗，不准聚集在一起聊天、嬉笑、喧哗；不准在工作时间食物、看书、报、看杂志、做私事。违者罚款30至100元。       Ø 营业场所内不准将手插入袋内站立或行走。违者罚款20元。        不准将手搭撑在货架上，不准坐在货架、货箱及货

54、品上。违者罚款50元。Ø Ø       不准2个以上同时饮水或上是厕所。违者罚款20元。       Ø 不准专柜内同时有二位以上营业员当班而出现只有一个人在柜内15分钟以上。违者以空柜处理，罚款20元。       Ø 不准在工作时间内购物（除吃饭时间）。违者罚款50元。       Ø 有事必须事先填写请假条，交上级主管核准后方可离开，擅自离岗者，罚款100元。 

55、60;    Ø 营业员在停止营业前5分钟才可以做最后结束工作，营业场所内如还有客人，不得更换衣服做下班准备。违者第一次30元，第二次100元，第三次开除。     Ø   保持更衣室和仓库的整洁，轮到值班清扫而不打扫，罚款30元。        及时做好收市工作。违者罚款20元。Ø       Ø 了解工作范围内全部商品知识：种类、单价、特性、厂商、型号、颜色、质地等。      &#

56、160; 掌握有关支票、挂帐、提货单、礼券、信用卡的使用。Ø Ø       掌握到货商品的数量、种类、单价与订货单不符时的处理程序。        妥善保管货物防鼠、防潮、放火、防爆等。Ø       Ø 认真完成店长交给的工作，员工之间同心协力。违者罚款30至100元。       Ø 以上各款违者一次以警告处罚，第二次处以罚款，第三次及以上者辞退处理。   &#

57、160;            1.3 服务原则(参看服务手册)1.4 服务仪容（参看服务手册）1.5 日常营业流程进店售前准备售中服务售后服务交接班营业结束离店第2 章 售前准备2.1 销售区准备工作       Ø 进店：员工应于营业时间前30分钟进店，不得迟到        考勤：员工进店后必须考勤或签到，由店长监督执行。Ø       Ø 请假：病假、事假要填写请假单（

58、提前一天），13天由店长批准；3天以上由专卖店经理批准。病、事假累计6天取消当月奖金，因急事临时请假必须电告相关主管，并于事后补填请假单，无请假单均视为旷工。调班每人一个月累计不超过3次，一个星期不超过1次。 Ø       换装：员工签到后，应在5分钟内换好制服，并做好个人仪表检查工作。       Ø 清洁：员工必须将各自负责区域清扫干净，注意保持店内四周及展示橱窗的干净整洁。       ü 清洁对象：货架、货柜、墙面、地板、橱窗、模特、试

59、衣间、公共设施、衣架、产品、配件、包装、装饰物。       ü 清洁要求：所有硬件设施上无明显落尘、干净明亮，试衣间无异味、异物；所有设施、用具摆放有序、整齐；       ü 试衣间无私人衣物及其他杂物（如：清洁卫生用具）；        商品陈列平整有序，颜色协调（对有皱折的商品要进行整烫处理）；ü       ü 收银台及各种货架、货柜上无私人用品或杂物堆放，包装袋放置有序整齐； 

60、;       玻璃与不锈钢上无明显水印，地板干净明亮无异物；ü     ü   商品上无明显灰尘。       Ø                核查：到岗后，个人按片区清点剩余货品，并仔细核查前一营业日报表。如有不符，应及时与店长取得联系，进行进一步核查。数量出现溢缺，由店长处理，并填写“货品管理事故清单”。 Ø  

61、60;   陈列：核查后，员工须将不足商品补充齐全。从仓货取出陈列商品后，员工应将商品上架并摆放整齐、美观及醒目。样品陈列要及时更换，对需要整烫或重新整理的商品上柜前必须进行整烫和整理。 Ø       检查：员工须在正式营业前检查所有上架商品，并进行仔细核对，坚决杜绝“三无”商品。价目卡填写“七标明”，一货一卡，做到正确、清楚、方便顾客识别。 Ø       晨会：晨会于正式商业前10分钟召开，由店长主持。员工须放下手中所有工作，仔细聆听店长对前一营业日的总结、及当日营业活动的安排，

62、为迎接新的一天作好充分准备。 Ø       早操：早操也是锻炼身体的一种方法，能体现整个店的精神面貌。所以我们的员工必须认真对待早操，而不得懒散地进行应付。必须注意，你一人的懒散会影响整个团队的面貌。 Ø       开店：准时打开店门，营业工作正式开始，员工必须精神且热情地接待每一们、位顾客。2.2 收银区工作       Ø 进店：员工应于营业时间前30分钟进店，不得迟到。        考勤：员工进

63、店后必须考勤或签到，由店长监督执行。Ø     Ø   请假：病假、事假要填写请假单（提前一天），13天由店长批准；3天以上由专卖店经理批准。病、事假累计6天取消当月奖金，因急事临时请假必须电告相关主管，并于事后补填请假单，无请假单均视为旷工。调班每人一个月累计不超过3次，一个星期不超过1次。 Ø       换装：员工签到后，应在5分钟内换好制服，并做好个人仪表检查工作。        清洁：清洁对象，收银台、公共设施。Ø 

64、  Ø     清洁要求：        所有硬件设施上无明显落尘、干净明亮；ü        所有设施、用具摆放有序、整齐；ü       ü 收银台上无私人用品或杂物堆放，包装袋放置有序整齐；        玻璃与不锈钢上无明显水印，地板干净明亮无异物。ü       Ø 开机：打开收银机，并确定其运作正

65、常。如故障，应及时与店长进行沟通，及时找人修理。       Ø 检查：对收银所需的各种工具进行检查，包括收银机所需的各种耗材、营运所需的盖章空白发票等是否充足。       Ø 领款：正式营业前，收银员应到店长处领取备用的零钱，清点无误后，分类置于收银机中。       Ø 晨会：晨会于正式商业前10分钟召开，由店长主持。员工须放下手中所有工作，仔细聆听店长对前一营业日的总结、及当日营业活动的安排，为迎接新的一天作好充分准备。 

66、16;       早操：早操也是锻炼身体的一种方法，能体现整个店的精神面貌。所以我们的员工必须认真对待早操，而不得懒散地进行应付。必须注意，你一人的懒散会影响整个团队的面貌。 Ø       开店：准时打开店门，营业工作正式开始，员工必须精神且热情地接待每一位顾客。2.2 收银区工作       Ø 进店：员工应于营业时间前30分钟进店，不得迟到。        考勤：员工进店后必须考勤或签到，由店长监督执行。Ø&

67、#160;    Ø   请假：病假、事假要填写请假单（提前一天），13天由店长批准；3天以上由专卖店经理批准。病、事假累计6天取消当月奖金，因急事临时请假必须电告相关主管，并于事后补填请假单，无请假单均视为旷工。调班每人一个月累计不超过3次，一个星期不超过1次。 Ø       换装：员工签到后，应在5分钟内换好制服，并做好个人仪表检查工作。        清洁：清洁对象，收银台、公共设施。Ø   Ø   

68、0; 清洁要求：        所有硬件设施上无明显落尘、干净明亮；ü        所有设施、用具摆放有序、整齐；ü       ü 收银台上无私人用品或杂物堆放，包装袋放置有序整齐；        玻璃与不锈钢上无明显水印，地板干净明亮无异物。ü       Ø 开机：打开收银机，并确定其运作正常。如故障，应及时与店长进行沟通，及时找人修理。&

69、#160;      Ø 检查：对收银所需的各种工具进行检查，包括收银机所需的各种耗材、营运所需的盖章空白发票等是否充足。       Ø 领款：正式营业前，收银员应到店长处领取备用的零钱，清点无误后，分类置于收银机中。       Ø 晨会：晨会于正式商业前10分钟召开，由店长主持。员工须放下手中所有工作，仔细聆听店长对前一营业日的总结、及当日营业活动的安排，为迎接新的一天作好充分准备。 Ø      

70、早操：早操也是锻炼身体的一种方法，能体现整个店的精神面貌。所以我们的员工必须认真对待早操，而不得懒散地进行应付。必须注意，你一人的懒散会影响整个团队的面貌。 Ø       开店：准时打开店门，营业工作正式开始，员工必须精神且热情地接待每一位顾客。第 3 章 售中服务3.1 销售区工作        服务流程Ø     ü   未成交型：顾客：进店观看触摸试穿揣摩离别销售员：迎接适时介绍试穿服务劝说送别      &

71、#160;ü 成交型：顾客：进店观看触摸试穿揣摩成交离别销售员：迎接适时介绍试穿服务劝说收银送别 Ø       迎接       ü 顾客进店必须欢迎，必须面带微笑。打招呼须注意时机，要表现得真诚、自然。销售员须给予顾客自由挑选商品的空间，避免过于积极，以给顾客造成心理压力，而减少购买机会。 ü       迎接时要与顾客目光接触，表情自然，面带微笑，对进店顾客带有太多物品的应主动上前请顾客将东西暂存于收银台。   

72、;    ü 下雨天要准备好干净的水桶，请顾客将雨伞放入水桶中并说，“谢谢您冒雨光临”。       ü 对吃零食的顾客进店，为防止手触摸衣服时弄脏服饰，主动递一张面巾纸。主动说：“您好，面巾纸是给您擦手专门准备的，垃圾桶在位置，你有什么需要请随时叫我”。 Ø       介绍       ü 必须亲切地与顾客交流，在了解顾客需求的同时，要消除顾客的疑虑及防备。服务员须依据顾客的需求、向其推荐并介绍符合其需求的产品。对顾客提出的问题，必须不厌其烦地进行解答。