家具导购员职责及素质(1)

家具导购员职责及素质(1) 导购员的职责及导购员的基本素质 把商品卖出去是导购员的天然职责，但成就一个好的导购员决不只是把商品卖出去这么简单。销售既然是涉及到买卖双方的事，因此，站在顾客与企业的角度，导购员的职责包括以下方面。 站在顾客的角度，导购员的工作就是帮助顾客在购物时作出明智的选择。因此，导购员的工作职责包括两个方面:为顾客提供服务;帮助顾客在购买商品时作出最佳的选择。 一是为顾客提供服务。由于顾客能在多个品牌中挑选到他们需要的商品，所以导购员礼貌热情地对待顾客变得非常重要了。 二是帮助顾客作出最佳的选择。顾客不是专家，对商品的优点、利益并不了解，并且顾客面对众多商品，不知道哪一个商品最适合自己。导购员在了解顾客需求心理的基础上，使顾客相信购买某种商品能使他获得最大的利益。导购员是顾客购买商品的导师、顾问、参谋。顾客能否买到合适的商品，很大程度上取决于导购员。 导购员如何帮助顾客呢? (,)询问顾客对商品的兴趣和爱好; (,)帮助顾客选择最能满足他们需要的商品; (,)向顾客介绍商品的特点; (,)向顾客说明买到此种商品后将会给他带来的利益; (,)回答顾客对商品提出的疑问; (,)说服顾客下决心购买此商品; (,)向顾客推荐别的商品和服务项目; (,)让顾客相信购买此种商品是一个明智的选择。 作为一个导购员在销售商品时要想着顾客，想着顾客的需要，想着顾客的利益，而不是单纯地推销商品。不要“为卖出商品而销售”，而要“为服务顾客而销售”。 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 导购员(促销员)的基本素质 每一项工作，都需要从业人员具备一定的基本素质，导购工作也不例外。导购人员应当具备什么样的素质,一个优秀的导购员与一个差的导购员之间的差别是什么, 某大城市的一家报纸对它的读者进行调查的结果表明，大多数人同意这四条标准:第一是要懂得顾客心理;第二是要有礼貌和耐心;第三是要热情、友好;第四是要有熟练的业务技能。 有销售专家提出，导购员要“一心两意”:即要有热心、诚意及创意。 热心:导购员要有热情的态度和语气，能从多方面说明，让顾客易懂。顾客会为导购员的热情所打动，感到信赖、放心。 诚意:导购员诚恳的态度和商品说明，守信用、亲切、不耍花招、不掩饰。 创意:导购员需要经常动脑筋:商品的优点是什么,如何找到一个独特的卖点,如何介绍商品,有没有更好的销售 方法 快递客服问题件处理详细方法山木方法pdf计算方法pdf华与华方法下载八字理论方法下载 ,如何展示商品的优点,如何制作,,,„„ 我国某著名企业分别从公司和顾客的角度，提出导购员应具备的素质。 从公司角度看:积极的工作态度;饱满的工作热情;独立的工作能力;良好的人际关系;优秀的团队精神。 从顾客的角度看:顾客希望导购员热情友好，乐于助人;提供快捷的服务;外表整洁;有礼貌和耐心;耐心地倾听顾客的意见和 要求 对教师党员的评价套管和固井爆破片与爆破装置仓库管理基本要求三甲医院都需要复审吗 ;回答顾客的问题;能提出建设性的意见;提供准确的信息;帮助顾客选择最合适的商品;关心顾客利益，急顾客之所急;帮助顾客作出正确的选择。 总结企业的经验，导购员作为企业销售队伍的一个重要分子，他必须具备销售人员应当具备的基本素质:坚定的销售意识;热情友好的服务;熟练的推销技巧;勤奋的工作精神。 坚定的销售意识 什么是销售意识,美国一位销售专 家进行过这样一个实验:他将钱夹拖在汽车后，搞得破烂不堪，然后穿上笔挺的西服，到大商场买领带。在这些商场里，领带和钱夹在一起销售。销售专家装作不小心地将钱包掉在地上，营业员都能主动地帮他将钱包捡起来，但没有一个营业员对这个衣装笔挺但用一个破烂不堪的钱包的人，劝他“该换一个钱包了”。poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 由此，这位销售专家得出一个结论:许多销售人员缺乏销售意识。 对导购员而言，销售意识就是导购员要有“我是一个导购员，我要把商品卖给顾客，我一定要把商品卖给顾客”的观念和对销售机会的敏感性。强烈的销售意识，能使导购员发现或创造出更多的销售机会。导购员如果抱着顾客买不买无所谓的态度，他就肯定会失去许多销售机会。 强烈的销售意识，是导购员对工作、企业、顾客和事业的热情、 责任 安全质量包保责任状安全管理目标责任状8安全事故责任追究制幼儿园安全责任状占有损害赔偿请求权 心、勤奋精神和忠诚度的结果。 热情友好的服务 服务创造销售机会，服务能够通过吸引顾客创造销售佳绩。 服务首先是态度问题。美国一位销售专家对顾客服务下了一个定义:“服务指的是一位员工对顾客所表示的谦恭、有效的关心程度。”谦恭、有效的关心，就是对服务态度的要求。服务态度包括主动、热情、爱心、帮助等。 “没有热情就没有销售。”导购员面对的是人，推销是心和心的交流，导购员要用热情去感染对方。热情所散发出来的活力与自信，会引起顾客的共鸣，使陌生人变成朋友。只有划着的火柴才能点亮蜡烛，热情能使说服获得意外的成功，因为，人都是有感情的，当导购员“热”起来时，也会传染给顾客，使顾客也热情起来。 据估计，顾客在离开商店后不再光顾的原因，有,,,是因为现场销售人员缺乏礼貌，而不是价格、品种、服务设施等方面的因素。 一些导购员时常“绷着阶级斗争的脸，瞪着警惕的眼”，说话冷冰冰，态度恶狠狠，试问如何能让顾客心动呢 1)专卖店的代表者 导购代表面对面地直接与顾客沟通，他们的一举一动、一言一行在顾客的眼中就代表一家专卖店的服务风格与精神面貌，因此我们要时时刻刻注意自己的一言一行，确保服务品质，使顾客在“信赖”的基础上乐于再次光顾。 2)信息的传播沟通者 导购代表对专卖店的特卖、季节性优惠、赠品等各种促销活动的内容，活动期限了如指掌，一旦顾客询问到有关事项时，都给予详细的解答。 3)顾客的生活顾问 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 只有事先充分了解自己所销的商品的特性、使用方法、用途、功能、价值以及每一件货品将会给顾客带来的益处，才能够适时地为顾客提供最好的建议与帮助。因此，一位优秀的导购代表，不仅在服务、业绩上有好的表现，同时还应该是顾客的生活顾客，应站在顾客的立场上给予他们最多的商品咨询和建议上的帮助。 4)服务大使 在现今如此激烈的市场竞争中，竞争优势将越来越多地来自于无形的服务，一系列微小的服务改善都能征服顾客，压倒竞争对手，要知道有优质的服务才是我们的取胜之道。 5)专卖店与消费者之间的桥梁 作为专卖店与消费者的桥梁，导购代表要站在消费者的立场上，将他们的意见、建议与希望等情报传达给专卖店，以便制定更好的经营策略和服务策略。 2、导购代表的工作职责与范畴 1)通过在货场与消费者交流向消费者宣传货品和专卖店形象，提高品牌知名度。 2)做好货场、货品的陈列以及安全维护工作，保持货品与助销用品的摆放整齐、清洁、有序。 3)时刻保持货在场良好的服务心态，创造舒适的购物环境，积极向消费者推介，帮助其正确选择满足他们需求的商品。 4)利用各种销售技巧，营造货场顾客参与气氛，提高顾客购买愿望，增加专卖店的营业额。 5)收集顾客对货品和专卖店意见、建议与期望，及时妥善的处理顾客投诉，并向主管汇报。 6)收集竞争对手的产品、价格、市场活动等信息，并向主管汇报。 7) 完成日、周、月(如销售、补货、盘点)报表等工作，并向主管汇报。 8)完成上级主管交办的各项工作，并坚定实行专卖店的各项零售政策。 以上只是我们导购代表最基本的工作职责。 专卖店营运管理手册之导购要求(二) 3、导购代表的角色 1)从专卖店的角度来看 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 虽然导购代表工作的目的不尽相同，有的是为了收入，有的出于喜好，有的兼而有之，不论为何，唯有专卖店的发展总目标实现后，个人的目标才能得以圆满实现。可以说专卖店是导购代表进行社会联系、与各式各样的“人”交往的媒介，对自我的磨练有很大的帮助。又可以说专卖店是导购代表镀金的学堂，在这里可以增加社会经验，为未来的自我发展奠定基础。既然在专卖店工作可以得到这么多的益处，那么导购代表就要充分珍惜这一份工作，要清楚地了解专卖店的导购代表有以下的特点: ?积极的工作态度, ?饱满的工作热情, ?良好的人际关系 ,?善于与同事合作 ?热 诚 可 靠 , ? 独立的工作能力, ?具 有 创 造 性 ,?热爱本职工作，不断提高业务技能 ,?充分了解商品知识, ? 知道顾客的真正需求 ,?能够显现出商品和商品的附加价值 ,?达 成 业 绩 目 标 ,?服从管理人员的 领导 ,?虚心向有经验的人学习 ?虚 心 接 受 批 评, ?忠 实 于 商 店. 2)从顾客的角度来看 由于导购代表直接与顾客接触，其一举一动、一言一行直接关系到顾客对专卖店的感受;又因为顾客是导购代表生活来源的直接发放者，因此，导购代表必须要获知专卖店、货品和自身的利弊所在，所以顾客对于专卖店和导购代表来讲，其重要性不言而喻。那么顾客喜欢的导购代表有以下的特点: ?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 .?竭尽全力为“自己”服务 .?能回答所有问题 .?传达正确而且准确的信息 .?介绍所购货品的特点 .?能提出建设性的意见 .?关心顾客的利益，急顾客所急. ?帮助顾客做出正确的商品选择 .?耐心地倾听顾客的意见和要求 . ?记住老顾客的偏好 应时时谨记:每一位顾客都是我的好朋友 我应很高兴地为他帮忙帮助他们的购买货品时作出最佳是我应尽的责任我不能欺骗好朋友也不冷落好朋友更不能强迫他们购买某种货品 专卖店营运管理手册之导购要求(三) 导购代表应掌握的基本知识 导购代表自身素质的高与低，服务技能和服务态度的好与坏，是影响专卖店服务水准的最重要因素之一。因此，新任导购代表在上岗前，至少需要接受八项基本知识的培训。 1)了解公司(专卖店) 要充分了解所在公司的历史状况、得到过哪些荣誉、产品研发与质量管理、售后服务承诺的内容，以及公司未来发展方向等事项，另外，货品在市场上的行poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 情、流通路径等相关知识也应涵盖在内。 2)了解行业和常用术语 对公司与行业知识的充分了解不仅可以增加导购代表对专卖店的归属感，更可以增加导购代表在销售服务应对时的信心，因为这两项知识都是非常重要的辅助销售要点。 3)产品知识 产品知识是在销售服务介绍时的基本要点。所以，导购代表要将货品名称、种类、价格、特征、产地、品牌、制造 流程 快递问题件怎么处理流程河南自建厂房流程下载关于规范招聘需求审批流程制作流程表下载邮件下载流程设计 、材质、 设计 领导形象设计圆作业设计ao工艺污水处理厂设计附属工程施工组织设计清扫机器人结构设计 、颜色、规格、流行性、推广要点、使用方法，维护保养方法等基础知识牢记在心。 ? 谨记:产品知识是至关重要的～ 4)竞争产品 在工作过程中，导购代表应利用闲暇时间，随时注意同行业竞争对手(类似品、替代品)的举动，如销售额、销售方式、市场活动、价格变动、新品上市、人员变动的情况等等，并将这些情况及时向店长汇报。 5)工作职责与工作规范 只有透彻理解自己的工作职责与工作规范，随时注意自身的仪容打扮、服饰穿着，才能理好的为顾客服务。 6)了解顾客特性与其购买心理 由于消费者个性化、差别化的消费需求，导购代表应该站在顾客的立场上去体会他的需求和想法，只有充分了解不同消费者的购买特性与心理，才能更好地向其提供生活建议。 7)销售服务技巧 要成为一位现人化优秀的导购代表，必须对销售工作有新的认识，不能总停留在狭义的传统观念里，以为等顾客上门后，才是打招呼、销售商品的时刻。应该努力学习并灵活运用接待顾客时的基本用语、应对技巧以及处理顾客抱怨等事项。 8)货品陈列与展示的常识 根据商品的色彩与展示特征，或采取条列式、或采取对比式的陈列方式来加强货品的美感和质感，达到刺激顾客购买欲望的目的。因此，导购代表们必须要懂得如何运用色彩、构图、灯光来配合货品的体积、造型、外观作最吸引人的陈poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor 列展示。 除了上面这八项导购代表必须掌握的知识以外，在专卖给店举办促销活动 时，导购代表也一定要通过活动前的培训、详细了解活动的目的、时间、方法、 产品知识(用于新产品促销)等细节;并认真领取各种促销宣传品和活动用具， 以执行好促销活动。 poverty. In the area of poverty alleviation, to rely on e-commerce business park, active docking Alibaba group "rural treasure", "the stars plan" and "featured the Museum" project to accelerate the implementation of electronic commerce "hundred thousand rural village" project, free train operation staff, offering online support help for poor families, the provision of micro-credit support, helping them to use e-commerce platform to escape poverty. In poverty reduction, give a man a fish and feed him for a day, to targeted skills training and entrepreneurship training free of charge for the poor, increase employment, entrepreneurial skills, ensure the transfer of training people, poverty. In terms of student poverty, high school, vocational college students ' stipends and other costs, can be through the "one card", such as direct subsidies to households. In terms of financial poverty, in order to further increase the size of loans, expands the scope of delivery, developing industry, Enterprise provides protection for the poor. In respect of transport poverty alleviation, to solve the bottleneck in poor villages, development of transport, vigorously promoting the construction of rural roads and ordinary roads. PV poverty reduction, to support conditions of poor villages and photovoltaic system of centralized, poor construction projects, poor