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1、促销员培训 promoter trainingNT Store 1促销员培训 promoter trainingpromoter training2促销员培训 promoter trainingpromoter training如何更好了解顾客的需求和期待 How to understand customers needs and expectations培训目的 Objective of The Training 参加这个培训课程后，你可以学到 You can learn the following things through attending the training class ：以
2、恰当的仪容，用语和态度来对待顾客 Welcome the customers with proper appearance, wording and manner.更多的了解家乐福的使命和促销员的职责。To lean more about carrefours mission and promoter responsibilities.把以上所学用在日常工作上，使自己有成功的促销经验 Apply what is learned in daily work to get successful promotion experience.3Welcome to Carrefour and doing
3、 promotion And become our Carrefours member.欢迎各位来到家乐福开展各项促销活动；成为家乐福的成员。Afterward, we hope you will make Afterward, we hope you will make your contributionyour contribution 之后之后，希望各位充分发挥您的才能， 贡献自己的力量来。4家乐福的使命Mission of carrefourOur Mission我们的使命All our efforts are directed towards customer satisfactio
4、n. Our retailing activities seek to meet changing customer demands, in terms of product selection and quality, at the most competitive prices.我们尽一切努力最大程度地满足顾客的要求。我们的零售 行业通过选择商品，提供最佳品质及最低价格，以满足客 户多变的要求。Our People我们的员工Highly-motivated associates are our main asset. Individual initiative and delegation
5、 of responsibilities are carried out in a spirit of solidarity and common interest.我们最主要的财产是士气高昂的员工。每一个员工应在团 结奋斗及目标一致的基础上，充分发挥主动及责任。5Customer Satisfaction 顾客满意All Our Efforts Must Be Directed TowardsCustomer Satisfaction. 我们的一切工作的核心 是为了让顾客满意。Make customers more willing to come to Carrefour because o
6、f your good service使顾客因为你而更愿意到家乐福来购物6Carrefour Concepts 家乐福的理念Customer Satisfaction First! 顾客的满意为优先 vOne stop shopping一次购足vLow price超低售价vFree Parking免费停车vSelf Service自助式服务vFreshness and Quality新鲜和品质 7Main Responsibilities of a Promoter . 促销员的主要职责1. Respect management rules and work time schedule of
7、Carrefour.遵守家乐福的各项规章制度, 按时上下班。A. Obeying PPC unify management.服从促销部的统一管理；B. Obeying sales dept. manager to arrange works. 服从各营业部门的具体工作安排；C. Obeying security dept. to check and management in goods security, fight and turn out for work.服从防损部门在商品安全、消防和出勤等方面的监督、管理。 2. Smile, welcome, inform, give custom
8、er good service and promote Carrfours image对顾客微笑，为顾客提供满意的服务，提高家乐福的形象。 3. Good knowledge on products is necessary, familiarize sale areas and guide customer for buying.必须了解所售的商品, 熟悉卖场，准确为顾客提供导向。4. Always Carrfours uniform + name tag + good appearance. Set up good image.着家乐福促销员制服+工卡,树立良好形象。5. Doing im
9、plementation working hardly-full, tidy and clean, Immediate reaction in keeping store clean. 努力做好排面工作-补货、理货和清洁、整理, 积极维持商场的整洁。6. Set up good working morality. Do it legally, honestly and ethically 建立良好的职业道德行为, 合法、诚实，有道德的对待所做的工作。7. Respect security rules and doing “stop the loss” works.遵守安全操作规程, 作好各项防
10、损工作。8顾客的满意顾客的满意 Customers Satisfaction FirstCustomers Satisfaction First顾客的满意是因为 Factors causing satisfaction：我们的店我们的人商品Merchandise 价格Price 促销Promotion 新鲜Freshness 停车位Parking Place仪容Appearance 用语Wording 态度Manner热忱待客 How to welcome customers9顾客是否满意的影响 Impact of CustomersOpinion竞争对手Competitors10一个顾客的价
11、值 A Customers Value你常在店内购物吗？每次大概多少钱 ？Do you often shop in our store?How much do you approximately spend every time?你认为一个固定到我们购物的顾客，一年会在我们店花 多少钱？How much do you think a regular customer of our store could spend in a year? 一个顾客 =多出_个顾客.A satisfied customer _ Yuan More一个顾客 =少掉_个顾客A dissatisfied custome
12、r_Yuan Less11顾客的价值和期望 What is Customers value and expect?个人化的服务Personalized service 预见性的服务Anticipation service 有责任心的服务A responsible service友好的服务A friendly service 职业化的服务Professional service12接待顾客的三要素 3 Focal points to welcome customers态度态度MannerManner用语用语WordingWording成功的顾客接待成功的顾客接待 Successful Welco
13、mingSuccessful Welcoming仪容仪容 AppearanceAppearance134X204X20您最先的20 The first 20 steps外表 appearance 衣着 clothes 精神 spirit 年纪 age 您脸部的20公分 20 centimeters of your face表情 expression 微笑 smile 眼神 eye contact 发型 hair style 您最先说的20个字 The first 20 words you speak用字 wording 语气 tone 意思 meaning 清楚 clearness 这些都发生
14、在接触时 最早的20秒 All these happen at the initial 20 seconds of contact倾听 listen attentively 专注 attention 亲切 interest 兴趣 amiable 14接待顾客三步曲 3 Steps to Welcome Customers1. 欢迎顾客 Welcome customers2. 回答顾客的需要 Answer customers needs3. 让顾客满意的离开 Make customers leave satisfied看着顾客并微笑 Smile at the customer主动向顾客问好 Ta
15、ke the initiative to say “Hello” to customers声音热忱 Be warm in voice看着顾客并微笑 Smile at the customer为顾客服务 Serve the customer倾听顾客 Listen to the customers attentively 问顾客问题以了解需求 Inquire customers to know their needs正确回答顾客问题 Answer customers questions correctly给顾客建议 Offer suggestions记下顾客的意见 Record customers complaints帮助顾客或寻找协助 Offer help or seek help for the customers看着顾客并微笑 Smile at the customer谢谢顾客 Thank the customers向顾客说再见 Say “Good bye” to the customers希望顾客再度光临 Welcome again适度地点头 Nod properly15着颜色统一、干净、整齐的服装(白色忖衣+黑色西裤+黑色皮鞋+黄色马夹)，工卡配戴在工衣左上方。Unify dresses and keep them clea
