1) Product sales management 1. Necessary product knowledge 1) Shopping guides must be familiar with and master the products sold in this counter. (1) The type, category, grade of the product, the product number, product name, specifications, price and color, etc. (2) The origin, trademark, packaging and production period of the product. (3) Performance, quality, use, storage, structure and maintenance of goods. (4) Current inventory quantity and storage location. 2) Be familiar with the attributes, areas, and sales counters of related associated products and similar products. 3) Familiar with and master the business layout of the shopping mall. 2. Transaction Process─Five Steps Step 1: Make good use of the first thirty seconds to establish a good relationship with the customer. 1) When a customer approaches, greet the customer as soon as possible (strive for the first thirty seconds). 2) When greeting customers, you can nod and smile, and at the same time say polite words such as "Welcome". Then, let customers browse and select products calmly and easily. 3) Analyze different types of customers. (1) For completely certain customers (buyers), services should be provided quickly and transactions completed as soon as possible. (2) For semi-certain customers (spectators), you should be enthusiastic, patient and thoughtful, understand their psychology, and inspire and guide their purchasing behavior. (3) Be enthusiastic about uncertain customers (tourists) and leave them with a good impression. Step 2: Proactively facilitate transactions 1) Master the best time to approach customers. The following situations are opportunities to get close to customers (1) Customers are constantly appreciating the products. (2) When considering the product in hand. (3) Look around and ask the salesperson. (4) When customers are looking for a certain product. (5) When the customer suddenly stops in front of the salesperson. (6) When friends talk to each other about a certain product. 2) Receive customers according to the following requirements under different circumstances. (1) Stick to a fixed position when waiting for customers. Maintain good posture. Organize merchandise. Do small area cleaning. (2) Chatting is taboo. Leaning forward and back, thinking wildly. Shifting from post to post. Yawn and stretch. Look around. Arrange goods or documents absentmindedly, not even knowing that customers are in front of you. (3) When dealing with multiple customers, one should take care of the other and greet the other. (4) When you are working, such as processing receipts, files, cleaning shelves, replenishing shelves, etc., when customers arrive, you should put down your work immediately and greet the customers within your range first. (5) During peak customer hours, guests will be received on a first-come, first-served basis. Try to shorten the time you spend with customers as much as possible. Don’t forget to use polite words to speak to your guests. If you are interrupted or called by others during reception, you must say to the customer: "Sorry, please wait a moment." (6) When the product is out of stock, pay attention to the service method. When the product is out of stock, you must apologize deeply to the customer. Introducing substitute products. If there is an exact arrival date, please inform it clearly. In order to notify customers on time, registration must be done, including name, unit, contact address, phone number, etc. If you fail to meet the customer's desired time, apologize fully. (7) Do not make any preparations for closing when it is about to close. Use skills to help customers complete transactions. Don’t be in a hurry to get off work. Don't rush customers. (8) After helping customers purchase products, demonstrating products, handling objections, etc., when some customers are hesitant: let the customer think carefully and make detailed comparisons. You can leave the customer temporarily and allow him to have more time and relax. consider purchasing. Make purchasing recommendations for your customers based on your professional vision and attention to their preferences. Do not use deception or argument to achieve your goals, and respond carefully to understand the reasons. Listen to the customer's reaction to find out his shopping motivations, and then make sales. It is better to miss a sales opportunity and retain the customer's confidence than to force the customer to buy something they don't like. At any time, all customers have the right to decide whether to buy or not, and they also have the right to be treated politely by the sales staff. Customers should be encouraged to continue to purchase other products or to visit again next time. Step Three: Handle Customer Objections When encountering customer objections to the introduced goods: 1) Clearly understand the reasons for the objections. 2) Respond in a calm and friendly manner, and stay relaxed, smiling and confident to make others feel good. 3) No matter what the facts are, never say to a customer: "No, you are wrong!". 4) Listen to customers. 5) When customers express objections due to personal reasons, you can agree on some innocuous issues. 6) If the customer doesn't ask, be sure to state your personal opinion in a hurry, and don't make comments such as (If I were you, I would...). 7) Answer questions concisely and comprehensively. 8) Ask your customers questions carefully and then pay attention to their reactions when they answer them. 9) Enhance understanding of the products sold.

Enhance your understanding of your customers and be fully prepared for common objections. Step 4: Transaction 1) After the customer selects the product, the shopping guide fills out the sales form in triplicate item by item according to the items. The first coupon will be retained by the cashier, and the second coupon will be retained by the sales counter group. The third coupon will be retained by the customer coupon (no reimbursement will be made). 2) After the sales order is issued, temporarily store the goods for the customer, and hand the three coupons to the customer together. Indicate the location of the checkout counter to customers and ask customers to pay. 3) When the customer returns to the counter after paying the money, the shopping guide takes back the second and third copies of the sales slip and the mechanism receipt to review the cashier record. 4) Verify whether the date and cumulative amount of the receipt from the mechanism match the total amount of the sales order. 5) After everything is correct, the customer coupon and the product will be handed over to the customer. The shopping guide will leave the store coupon and the mechanical receipt for centralized storage (daily settlement and daily clearance). Step 5: Follow up and say goodbye 1) Ask the customer politely if they need related supporting products or other products. 2) If delivery is required, the customer must be informed of the specific procedures in detail. 3) Say goodbye to customers. (1) The customer has made a purchase. Hand the product to the customer with a smile. Remind customers to bring their belongings. Customers are requested to properly keep the sales order, customer link, credit card, warranty card, etc., for reference in case of product quality problems. Thank the customer for purchasing the company's merchandise. Encourage customers to visit other departments of the company or introduce related products to customers. Say goodbye to customers with civilized words such as "Goodbye" and "Welcome to come again next time". (2) Customers do not smile or make eye contact while shopping. Encourage customers to visit other parts of the company. Say goodbye and invite the customer to come back next time. (3) Issuance of invoices 1) Invoices can only be issued when business operations occur and business income is confirmed. Invoices cannot be issued before business operations occur. 2) The customer service personnel at the main service desk are responsible for issuing invoices, and they are responsible for collecting invoices. 3) When issuing ordinary invoices, the limits must be clearly defined. Invoices with a sales amount of more than 2,000 yuan are issued in a separate book, and invoices with a sales amount of less than 2,000 yuan are issued in the same book. 4) The items to be filled in the invoice must be complete, the content must be true and complete, and the handwriting must be clear, so that the items on the invoice are consistent and the actual invoice is consistent, and all the invoices must be filled out in one copy. 5) The invoices must be filled in and issued in order, and the invoices must not be opened for use, nor can they be taken out of the mall for use. 6) After the invoice is issued, the invoice copies must be recovered due to returns, and all copies must be stamped with a void seal or duplicated with the words invalid. The same applies to invalidation if filled in by mistake. 7) The invoice issued must be stamped with the special stamp of the shopping mall for invoices and the long stamp of the tax bureau. (2) Product display management 1. Product display standards 1) Keep container displays plump. 2) No debris should be piled inside the counter. 3) There should be no clutter in flat cabinets and shelves, and no personal belongings should be stored. 4) Models and product display equipment do not occupy the road. 5) The product label card is complete in content, written in a standardized manner, and is accurate. 6) One product, one card, the card and the product match. 2. Key points to be grasped in product display 1) Conspicuous display In order to make (the most wanted product) easy to sell, try to set it up in a conspicuous location and height. 2) Display products that are easy to choose and take away are displayed in a way that is easy for customers to choose. Except for special products, try to display them in places that are easy to take. 3) Improve the vitality of products. Use display props to effectively match and display the products, and use decorations to make the products vivid to emphasize the vitality of the products. 4) Increase the value of goods When displaying goods, try to use combinations of goods that are directly related to the goods to increase their effectiveness. For example, men display shirts, ties and cufflinks in combination. 5) Eye-catching Use some display props to make a certain part particularly conspicuous to attract customers. 3. Effective display methods must be determined: 1) Make good use of the golden line. The golden line refers to the height position 20 degrees below the human eye level, which is also a convenient location for hand holding. 2) Small products are in the front (closest to the eyes), and large products are in the back. 3) Cheaper products are in the front (easily accessible part), and more expensive products are in the back. 4) Dark-colored products are in the front, and bright-colored products are in the back. 5) Seasonal products and new products are in the front, and general products are in the back. 4. P0P display requirements 1) P0P should be in an obvious place. 2) The P0P should be concise and to the point, and the start and end dates of the promotion activities should be stated. 3) P0P should highlight the matters that customers want to know. 4) The location of P0P cannot hinder product display. 5) If the POP advertisement is old, damaged or expired, the counter staff must replace it in time. (3) Commodity management 1. Physical management 1) Each cabinet has a physical person responsible for managing the commodities. 2) When a customer purchases a product and the transaction is completed, the shopping guide can only deliver the goods with the paid sales receipt. Regardless of whether the wrong product is delivered or the product is lost, the party concerned will be responsible for compensation.

3) No one is allowed to misappropriate or borrow the goods in the counter for any reason. If any goods are found to be misappropriated or borrowed, they will be treated as stolen goods. 4) The goods stored in the turnover warehouse are regarded as the goods stored in the counter and are managed by the person in charge of the goods. 5) Counter shopping guides should strengthen the storage and maintenance of goods on the counter (for example, clothing products should be ironed before being put on the counter) to ensure that their quantity is complete and their quality is intact. 2. Account management 1) Each counter must establish a "commodity custody account". 2) Each counter should register the purchase, sale, and inventory of goods on a daily basis in the "Commodity Custody Account", and the quantity should be settled daily. The "Commodity Custody Account" should be logged in by the person in charge of the physical goods. 3) The mall will review the merchant's "commodity custody account" from time to time. Once any discrepancy is found, the discrepant portion will be treated as private cash. 3. Handover management 1) Each counter must establish a handover system and must use a handover record book printed uniformly by the mall. 2) When handing over the shift, the goods must be counted one by one and a daily inventory must be carried out. If the inventory of goods is not carried out as required during the handover shift, the responsibility for the loss of goods will be borne by all personnel of the counter. 4. Product price management 1) Merchants in this shopping mall must clearly mark their prices and are not allowed to reduce prices privately or bargain with customers. 2) The price must be consistent with the actual value of the product, and inflated prices are not allowed. If the price on the product's hangtag is inflated, the mall's unified price tag must be used to re-price the product based on its actual value.