某终端导购员培训手册

1、lesson 1 a private conversation 私人谈话last week i went to the theatre. i had a very good seat. the play was very interesting. i did not enjoy it. a young man and a young woman were sitting behind me. they were talking loudly. i got very angry. i could not hear the actors. i turned round. i looked at t

2、he man and the woman angrily. they did not pay any attention. in the end, i could not bear it. i turned round again. i cant hear a word! i said angrily. its none of your business, the young man said rudely. this is a private conversation!.lesson 2 breakfast or lunch? 早餐还是午餐？it was sunday. i never ge

3、t up early on sundays. i sometimes stay in bed until lunch time.last sunday i got up very late. i looked out of the window. it was dark outside. what a day! i thought. its raining again. just then, the telephone rang. it was my aunt lucy. ive just arrived by train, she said. im coming to see you. bu

4、t im still having breakfast, i said.what are you doing ? she asked. im having breakfast, i repeated.dear me, she said. do you always get up so late ? its one oclock!lesson 3 please send me a card 请给我寄一张明信片 postcards always spoil my holidays. last summer, i went to italy. i visited museums and sat in

5、 public gardens. a friendly waiter taught me a few words of italian. then he lent me a book. i read a few lines, but i did not understand a word. every day i thought about postcards. my holidays passed quickly, but i did not send any cards to my friends. on the last day i made a big decision. i got

6、up early and bought thirty-seven cards. i spent the whole day in my room, but i did not write a single card !lesson 4 an exciting trip 激动人心的旅行i have just received a letter from my brother, tim. he is in australia. he has been there for six months. tim is an engineer. he is working for a big firm and

7、 he has already visited a great number of different places in australia. he has just bought an australian car and has gone to alice springs, a small town in the centre of australia. he will soon visit darwin. from there, he will fly to perth. my brother has never been abroad before, so he is finding

8、 this trip very exciting.lesson 5 no wrong numbers 无错号之虞 mr james scott has a garage in silbury and now he has just bought another garage in pinhurst. pinhurst is only five miles from silbury, but mr scott cannot get a telephone for his new garage, so he has just bought twelve pigeons. yesterday, a

9、pigeon carried the first message from pinhurst to silbury. the bird covered the distance in three minutes. up to now, mr scott has sent a great many requests for spare parts and other urgent messages from one garage to the other. in this way, he has begun his own private telephone service.lesson 6 p

10、ercy buttons 珀西巴顿斯i have just moved to a house in bridge street. yesterday a beggar knocked at my door. he asked me for a meal and a glass of beer. in return for this, the beggar stood on his head and sang songs. i gave him a meal. he ate the food and drank the beer. then he put a piece of cheese in

11、 his pocket and went away. later a neighbour told me about him. everybody knows him. his name is percy buttons. he calls at every house in the street once a month and always asks for a meal and a glass of beer.lesson 7 too late 为时太晚 the plane was late and detectives were waiting at the airport all m

12、orning. they were expecting a valuable parcel of diamond from south africa. a few hours earlier, someone had told the police that thieves would try to steal the diamonds. when the plane arrived, some of the detectives were waiting inside the main building while others were waiting on the airfield. t

13、wo men took the parcel off the plane and carried it into the customs house. while two detectives were keeping guard at the door, two others opened the parcel. to their surprise, the precious parcel was full of stones and sand!lesson 8 the best and the worst 最好的和最差的joe sanders has the most beautiful

14、garden in our town. nearly everybody enters for the nicest garden competition each year, but joe wins every time. bill friths garden is larger than joes. bill works harder than joe and grows more flowers and vegetables, but joes garden is more interesting. he has made neat paths and has built a wood

15、en bridge over a pool. i like gardens too, but i do not like hard work. every year i enter for the garden competition too, and i always win a little prize for the worst garden in the town!lesson 9 a cold welcome 冷遇on wednesday evening, we went to the town hall. it was the last day of the year and a

16、large crowd of people had gathered under the town hall clock. it would strike twelve in twenty minutes time. fifteen minutes passed and then, at five to twelve, the clock stopped. the big minute hand did not move. we waited and waited, but nothing happened. suddenly someone shouted, its two minutes

17、past twelve! the clock has stopped! i looked at my watch. it was true. the big clock refused to welcome the new year. at that moment everybody began to laugh and sing.lesson 10 not for jazz 不适于演奏爵士乐we have an old musical instrument. it is called a clavichord(翼琴). it was made in germany in 1681. our

18、clavichord is kept in the living-room. it has belong to our family for a long time. the instrument was bought by my grandfather many years ago. recently it was damaged by a visitor. she tried to play jazz on it! she struck the keys too hard and two of the strings were broken. my father was shocked.

19、now we are not allowed to touch it. it is being repaired by a friend of my fathers.lesson 11 one good turn deserves another 礼尚往来i was having dinner at a restaurant when harry steele came in. harry worked in a lawyers office years ago, but he is now working at a bank. he gets a good salary, but he al

20、ways borrows money from his friends and never pays it back. harry saw me and came and sat at the same table. he has never borrowed money from me. while he was eating, i asked him to lend me &2. to my surprise, he gave me the money immediately. i have never borrowed any money from you, harry said, so

21、 now you can pay for my dinner!lesson 12 goodbye and good luck 再见，一路顺风our ncighbour, captain charles alison, will sail from portsmouth tomorrow. we shall meet him at the harbour early in the morning. he will be in his small boat, topsail.tapsail is a famous little boat. it has sailed across the atla

22、ntic many times. captain alison will set out at eight oclock so we shall have plenty of time. we shall see his boat and then we shall say good-bye to him. he will be away for two months. we are very proud of him. he will take part in an important race across the atlantic.lesson 13 the greenwood boys

23、 绿林少年the greenwood boys are a group of popular singers. at present, they are visiting all parts of the country. they will be arriving here tomorrow. they will be coming by train and most of the youngpeople in the town will be meeting them at the station. tomorrow evening they will be singing at the

24、workers club. the greenwood boys will be staying for five days. during this time, they will give five performances. as usual, the police will have a difficult time. they will be trying to keep order. it is always the same on these occasions.lesson 14 do you speak english? 你会讲英语吗？i had an amusing exp

25、erience last year. after i had left a small village in the south of france, i drove on to the next town. on the way, a young man waved to me. i stopped and he asked me for a lift. as soon as he had got into the car, i said good morning to him in french and he replied in the same language. apart from

26、 a few words, i do not know any french at all. neither of us spoke during the journey. i had nearly reached the town, when the young man suddenly said, very slowly, do you speak english? as i soon learnt, he was english himself!lesson 15 good news 佳音 the secretary told me that mr. harmsworth would s

27、ee me. i felt very nervous when. i went into his office. he did not look up from his desk when i entered. after i had sat down, he said that business was very bad. he told me that the firm could not afford to pay such large salaries. twenty people had already left. i knew that my turn had come. mr.

28、harmsworth, i said in a weak voice. dont interrupt, he said. then he smiled and told me i would receive an extra &100 a year!lesson 16 a polite request 彬彬有礼的要求if you park your car in the wrong place, a traffic policeman will soon find it. you will be very lucky if he lets you go without a ticket. ho

29、wever, this does not always happen. traffic police are sometimes very polite. during a holiday in sweden, i found this note on my car: sir, we welcome you to our city. this is a no parking area. you will enjoy your stay here if you pay attention to our street signs. this note is only a reminder. if

30、you receive a request like this, you cannot fail to obey it!lesson 17 always young 青年常驻my aunt jennifer is an actress. she must be at least thirty-five years old. in spite of this, she often appears on the stage as a young girl. jennifer will have to take part in a new play soon. this time, she will

31、 be a girl of seventeen. in the play, she must appear in a bright red dress and long black stockings. last year in another play, she had to wear short socks and a bright, orange-coloured dress. if anyone ever asked her how old she is, she always answers, my dear, it must be terrible to be grown up!l

32、esson18 he often does this! 他经常干这种事！after i had had lunch at a village inn, i looked for my bag. i had left it on a chair beside the door and now it wasnt there ! as i was looking for it, the inn-keeper came in. did you have a good meal ? he asked. yes, thank you, i answered, but i cant pay the bill

33、. i havent got my bag. the inn-keeper smiled and immediately went out. in a few minutes he returned with my bag and gave it back to me. im very sorry, he said my dog had taken it into the garden. he often does this.lesson19 sold out 票已售完the play may begin at any moment, i said. it may have begun alr

34、eady, susan answered.i hurried to the ticket-office. may i have two tickets please ? i asked.im sorry, weve sold out, the girl said.what a pity! susan exclaimed.just then, a man hurried to the ticket-office.can i return these two tickets? he asked.certainly, the girl said.could i have those two tick

35、ets please ? i asked.certainly, the girl said, but they are for next wednesdays performance.i might as well have them, i said sadly.lesson20 one man in a boat 独坐孤舟fishing is my favourite sport. i often fish for hours without catching anything. but this does not worry me. some fishermen are unlucky.

36、instead of catching fish, they catch old boots and rubbish. i am even less lucky. i never catch anything-not even old boots. after having spent whole mornings on the river, i always go home with an empty bag. you must give up fishing! my friends say. its a waste of time. but they dont realize one im

37、portant thing. im not really interested in fishing. i am only interested in sitting in a boat and doing nothing at all !lesson21 mad or not? 是不是疯了？aeroplanes are slowly driving me mad. i live near an airport and passing planes can be heard night and day. the airport was built during the war, but for

38、 some reason it could not be used then. last year, however, it came into use. over a hundred people must have been driven away from their homes by the noise. i am one of the few people left. sometimes i think this house will be knocked down by a passing plane. i have been offered a large sum of mone

39、y to go away, but i am determined to stay here. everybody says i must be mad and they are probably right.lesson22 a glass envelope 玻璃信封my daughter, jane, never dreamed of receiving a letter from a girl of her own age in holland. last year, we were travelling across the channel and jane put a piece o

40、f paper with her name and address on it into a bottle. she threw the bottle into the sea. she never thought of it again, but ten months later, she received a letter from a girl in holland. both girls write to each other regularly now. however, they have decided to use the post-office. letters will c

41、ost a litt1e more, but they will certainly travel faster. lesson23 a new house 新居i* 终端导购培训手册 目录n 一、运动鞋专业知识说明 n 二、运动服装专业知识说明 n 三、 专卖导购职位职明 n 四、 专卖导购须知 n 五、 专卖导购素质要求 n 六、 专卖导购行为规范 n 七、 专卖导购礼仪守则 n 八、 专卖导购服务规范 n 九、 店内陈列规范 n 十、 销售流程 n 十一、销售技巧 n 十二、 顾客心理分析 n 十三、 人际关系技巧 n 十四、 工作考评与晋升制度 n 十五、 培训课程流程 n 十六、 模

42、拟演答 第三章 专卖导购职位说明 专卖导购是*专卖店的终端专业顾问，其主要的职责为销售商品，给顾客提供最专业的销售服务等，是公司经营运作中不可缺少的重要部 分。那么如何成为一名合格的专卖导购呢？如何看到顾客满意的微笑？ 如何不断提高自己的业务技能？ 在现实的工作中,导购员的工作极富 有挑战性，其工作并不仅仅是销售，还包括及时反馈及总结终端市场的 信息等等。一、专卖导购的定义和重要地位 定义： 一般是由生产或经销企业派驻到零售终端，协助其销售职能部门 工作的人员，其工作内容主要在提升商品销量及树立品牌形象两个部分。 对于在提高商品销量为前提的基础上注重树立品牌的形象，表现出*人的独特的职业风格：

43、 敬业 认真 诚恳二、专卖导购在公司的重要地位：桥梁作用 1）、对公司来讲，是一线的销售人员，是商品价值的最终实现者，* 的成功源于你的努力 2）、对顾客而言，是具体化的公司和品牌的代言人，是可以信赖的专家 要成为一名合格的专卖导购，首先要明确自己的职责。在实际工作中， 你只有先明确自己的工作职责，才能对你的工作进行有效的、有计划的 安排，避免无效及重复的工作，提高工作效率及效益。因此，作为* 公司各地市场的专卖导购，了解自身的工作职责和身负的责任是你首先 必须明确的要点 顾客来说，你就是一名专业的“医生”，你的任务就是为你的“病人”开出最适合于他的处方。 满足消费者的需求是你赢得消费者的最佳

44、途径。 你知道自己成功的第一步在哪里吗？ 你知道你工作的意义吗？ 现在你明白自己工作的重要性了吗？那你如何计划安排你的工作呢？第四章 专卖导购须知 作为*运动商品的专业导购，你不仅仅是一名销售人员，同时你更是“*”终端的形象代言人，所以我们需要你做到： 对于公司 a 积极而热情的工作态度 b 饱满的工作热情 c 独立进取的工作能力 d 热爱本职工作不断提高业务技能 e 服从上级管理 f 准确而认真的完成上级下达的任务 g 良好的人际关系 h 善于与同事合作 i 敢于超越业绩目标 j 遵守公司制度真诚可靠 对于顾客 a 亲善友好的服务态度 b 保持最真诚自然的微笑 c 礼貌耐心 d 提供快捷全面

45、的服务 e 能回答顾客提出问题 f 准确的传达品牌信息 g 详尽熟练的介绍所有商品 h 耐心倾听顾客的意见和要求 i 记住老顾客 j 关心顾客并协助其作出正确的商品选择 顾客喜欢的导购是什么样的： 外表整洁 有礼貌和耐心 亲切、热情、友好的态度，乐于助人 能提供快捷的服务 坦诚、竭尽全力为顾客服务 能尽量回答出顾客提出的所有问题 传达正确而准确的商品信息 详尽介绍所购商品的特性 帮助顾客做出正确的商品选择 关心顾客利益，急顾客之所急 耐心地倾听顾客的意见和要求 记住老顾客的偏好 所以我们要求每个*专卖导购时时谨记： 每一位顾客都是我的好朋友，如同亲友一样 我应很高兴为他（她）服务 帮助他们在购

46、买商品时做出最佳选择是我应尽的责任 我不能欺骗好朋友 我不能冷落好朋友 更不强迫他们购买某种商品 看了以上的说明,你有信心能做好这份工作吗?你能明确自己的职责吗?那么接下去你 打算怎么安排你的工作呢?第五章 专卖导购素质要求 商业竞争的概念在当今社会不再是以单纯的商品销售量为唯一的衡量标准，从实质来说它可以看作是一场人与人素质、能力与知识的较量。好的素质缔造优良的营销理念，从而会带来好的销售业绩。想成为出色的导购员，拥有全面而专业的素质是成功的关键一步。 什么是“aile”的导购员？那就是 “ability-intelligent-loyal-enthusiasm”， 也就是： ”能力智慧忠心

47、热情“的导购员，他们最终将得到最大的承认和最好的发展！ 导购员基本素质 一、业务素质 导购不同于其他行业职员，首先他必须具备作为都够的基本业务素质，导购就像演员一样，销售场所就是表演的舞台，当他站在舞台上音乐响起的那一刻，他马上就能感受到一种强烈的表演欲望，激情以及舞蹈者对于美的感受，通过身体语言全力地传达给观众，而这些与舞蹈者自身具有动作、音乐、美的感悟与热爱等之类职业素养是分不开的。所以导购如何将角色的特点把握好，被顾客接受并受到欢迎，其具备的自身业务素质是主要的前提。 1、商业素质 具备基本的市场营销概念和商业意识，这是业务素质体现的主要方面： 敏锐的商业洞察力 a 对于商业信息的捕捉：

48、对自己负责销售的商品领域中的商业动态、同类商品的价格比与性能比、品牌的认知程度等等的了解，信息的收集，有效地抓住相关商业销售的主流和重点 b 对于服务对象的直观反应：当看到一位顾客，能很快的产生一个直观印象，通过对服务对象外在信息如年龄、气质、着装等方面的观察，即可大致判断顾客的类型、消费倾向与偏好，档次需求、购买欲望等内在信息，从而为此后进一步与顾客沟通做好准备 c 商品比较力： 能够对比商品间质量、档次等综合因素的比较、品牌间概括性比较，销售方式及商品定位的差异等商品间不同点的把握这些都有赖于导购对于商品的了解程度 d 销售环境了解： 清楚自己所在店铺的消费环境、销售商品面对的群体，顾客来

49、源、商品竞争等情况，“知己知彼”才能主动地在本行业活动范围内有效地调整服务方式和服务质量。 职业道德与服务品质 a 敬业负责，严格把关：导购作为销售行业的最前沿，直接将商品交与顾客手中，所以马虎大意或者不负责任的行为都会直接影响到店铺的形象质量 b 诚实守信的品德： “以诚待人，以信取益”商品的推销并不是用花言巧语诱骗消费者，而是诚恳地将商品的好处介绍给消费者，让消费者成为优良服务的受益者，向顾客所做出的任何承诺一定要兑现，导购的这种业务素质也是店铺信誉的保证 c 坚持原则，保守公司内部商业信息：坚持维护公司利益，严格遵守店铺规章，对于内部销售资料、商业档案、策略方针、营销计划等绝不向外泄露

50、2、自身业务素质 充满激情与活力 热爱生活，热爱工作，以极大的热情投入每一天的工作中，从工作中感受乐趣，让周围的人为你的激情与活力所感染，创造舒心氛围，才有可能迈向成功 头脑清楚，办事认真 导购工作具体，繁琐，一系列细致的工作，导购人员必须拥有清楚的头脑，有条不紊地进行，且要认真负责，不可马虎大意 善于沟通、交往 导购的工作不仅要与形形色色的顾客打交道，还要保持与上级、同事间的良好关系，有良好的沟通交往能力，处理好人际关系，往往会使事情事半功倍 踏实谦逊，勇于创新 勇于突破陈规，对于不完善的方面，不是一味保守行事，而是大胆地提出革新建议，发挥自我才能，提高销售业绩，而踏实谦逊的作风易于获得他人

51、的赞许，取得信任，同时自己也通过这种品质获得扎实的工作经验和多方面的支持。 持久耐性，适应力强 商业环境瞬息万变，面对不停变化的形势，有一定的适应和应变能力，同时，日复一日地重复工作，看着川流不息的顾客，新鲜感总是暂时的，如何适应这种生活方式，就需要有持久的耐性和较强的适应力，以最佳的状态进入工作中，并持之以恒在改变自己的同时改变生活 有进取心，求知欲 “不想当将军的士兵不是好兵”，只有拥有奋斗的目标，才能不断发展，自我提高，在逐渐的学习中，积累经验，从而做得更好，要成为出色的导购，良好的求知学习心态是成功的阶梯 二、心理素质 良好的心理素质，使导购能够积极、乐观地面对工作，这种素质的形成与发

52、展是可以依靠后天的磨练和活动实践以及心理素质培养的结果，只要在日常工作中，有意识锻炼自己，调整心态，解除压力困扰和心理负担，不断培养健康向上的心理素质。 自信成功的最大秘诀 自信是对自我能力充分肯定，它是建立在正确的自我认识和评价基础之上的。深入了解自己，弄清自己的长处与短处，在不断地肯定和发展优秀的一面的同时，从自身弱点出发，不断磨练自己，鼓舞自己，克服弱项所带来的自卑心理，相信自己能够胜任导购工作，相信自己能够与顾客融洽沟通，相信自己能够战胜困难/始终保持必胜的心理，只有充满自信，激发出极大的勇气和毅力，同时这种力量也会感染顾客，是顾客对你产生信心，但自信不是无根据的盲目自我崇拜，只有拥有 健康、积极的自信心利，才能更加出色 努力成为一名“三心”导购，那就是对自己有信心，对商品有信心，对公司有信心，只有你的信心才能感染你的顾客为你赢得成功！ 2、坚强，勇敢地面对现实 现实不可能总是一帆风顺的，面对一次次挫折和销售中的拒绝，不能情绪低落，畏缩怯懦，而应该敢于面对现实，直面痛处，不断进行反思，勇敢地找到“症结”，并有决心将其清除。坚强的毅力让你在遇到任何困难时，都不被打败。 “逆流而上”当取得胜利的那一天，你会觉得你比别人得到的更多 3、宽容平和的心态 在接受顾客的刁难，抱怨等等时，导购要做的不是赌气，怨愤，争吵，而是仍能带着微笑，诚恳地致歉，并理智地为顾客解决问题，而此时由