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................................................................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.............................................................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.......................................................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...
