Supermarket cashier rules?

First, the daily cashier workflow arrangement

1, before business;

(1) Cleanliness of cashier and cashier operation area: including cashier, cashier, floors around cashier and trash cans.

(2) Supplementing necessary items: including shopping bags (of various sizes), cashier paper, necessary notebooks and pens, clean rags, wallets, and check-out cards.

(3) sort out and supplement the goods in front of the cashier and check the price tag.

(4) Prepare a certain amount of petty cash, including banknotes and coins of various denominations.

(5) Check the cash register: including:

Whether the sorting keys and numeric keys of the cash register are correct and the date is correct;

Whether the program settings in the machine are correct and all statistical values are zero.

(6) Cashier's clothing and instrument inspection: including:

Whether the uniform is neat;

Whether the hairstyle and appearance are fresh and tidy;

Whether to wear the badge correctly.

(7) Memorize and confirm the special commodities of the day, the commodities adjusted on the day, promotional activities, the positions of important commodities and the positions of various commodities.

2. In the commercial field:

(1) Take the initiative to greet customers;

(2) provide checkout service for customers;

(3) Providing customers with the service of bagging goods, and putting the receipts into shopping bags at the same time;

(4) When there is no customer to check out:

Arrange and supplement necessary items at the cashier;

Exchange money;

Sort out and supplement the goods in the front counter of the cashier;

Organize orphan goods and wipe the cashier;

Contact code, improve cashier speed.

(5) Handle the receipts discarded by customers and keep the cashier and the surrounding environment clean;

(6) to assist security personnel to do a good job of channel safety;

(7) Handling customer inquiries and complaints;

(8) The cashier works in shifts.

3. After work:

(1) sort out invalid cashier's receipts and zeroed stored-value cards;

(2) Settlement of all businesses;

(3) Clean up the cashier and the surrounding environment;

(4) Close the cash register and power supply correctly, and cover the dust cover;

(5) Assist field personnel to deal with the aftermath.

Second, the cashier operation rules

1, cashier operation rules:

Receiving and handling cash is one of the most important tasks of cashiers, which also makes the cashier's behavior and operation particularly noticeable. In order to protect the cashier, avoid unnecessary suspicion and misunderstanding, and ensure the safety of cash management, the cashier must abide by the following rules when carrying out cashier operations;

(1) Cashiers are not allowed to carry cash with them. When the cashier performs his homework, if he has cash on him, it is easy to be mistaken for public funds in the store, causing unnecessary trouble. If the cashier has a large amount of cash on the same day, it is not convenient to put it in the storage room, you can ask the manager to keep it for you.

(2) Personal items shall not be placed at the cashier. Customers will return the goods at the cashier at any time, or temporarily delete the purchased items. If personal belongings are also placed at the cashier, it is easy to be confused with the customer's return, leading to misunderstanding by others.

(3) The cashier shall not leave the cashier without authorization. If they leave the cashier without authorization, it will give gangsters an opportunity and cause losses in the store. And when customers need services, they may complain because they can't find staff.

(4) Cashiers should not settle accounts for relatives and friends, to prevent cashiers from taking advantage of their positions to benefit relatives and friends, and to avoid unnecessary misunderstandings.

(5) Don't laugh and chat when the cashier works, and always pay attention to the dynamic situation in front of the cashier. If there is any abnormality, the cashier supervisor or security personnel shall be notified for handling. Inactive cashier channels must be surrounded by chains or other items. Cashiers will talk and laugh at work, leaving a bad impression on customers, damaging the corporate image and leading to losses. In addition, the cashier is located at the entrance of the mall, which is more convenient to pay attention to the people entering and leaving the mall and assist in security. 6) Cashiers should be familiar with supermarket convenience services, promotional activities, special products of the day, storage locations of goods, etc. Cashiers should be familiar with the above information. In addition to answering customers' inquiries quickly, they can also take the initiative to inform stores to promote products, so that customers can feel at home and be valued, and at the same time, they can increase the company's performance.

2. Closing procedures:

Providing customers with the correct checkout service can not only reassure customers to shop and gain their trust, but also serve as the basis for the company to calculate its operating income. Its correctness is quite important. In the whole checkout process, the cashier must achieve three main points, namely, correctness, courtesy and quickness. Among them, fast is based on the right foundation, not just speed. The cashier should complete the following steps according to the correct and polite requirements:

(1) Welcome customers to cashier standard terms: Welcome.

Cooperate with work: smile and make eye contact with customers. Wait for the customer to put the goods into the shopping basket or shopping cart at the checkout counter. Customer display board for customer cash register.

(2) Check the price of each commodity item by item, and take the commodity in your left hand to judge whether the commodity price is correct. Press the key with your right hand to correctly register the commodity price on the cash register. Registered goods must be placed separately from unregistered goods to avoid confusion. Check the bottom of the shopping cart (or basket) for unprocessed goods. And ask if the customer has a scorecard.

(3) Settle the total amount of goods and inform customers that the shopping cart (basket) will be pushed (piled) aside. If there is no other person to assist in bagging, the cashier can put the goods into the bag first when the customer withdraws money, but when the customer pays the bill in cash, he should stop his work immediately.

(4) Collect the money paid by the customer and charge you _ _ _ yuan, confirm the amount paid by the customer, and check whether it is counterfeit money. If the customer doesn't pay the bill, he should repeat it politely and don't show impatience.

(5) The change customer gives you _ _ _ _ _ yuan, find out the correct change, put the big bill below, put the change on it, and give the cash together with the cashier receipt to the customer. Ask customers if they need shopping bags.

(6) Bagging goods: according to the principle of bagging, the goods are packed into shopping bags in turn;

(7) Hold the bottom of the shopping bag with one hand to ensure that the customer holds it firmly, and then release both hands. Make sure that the customer has not forgotten to take the goods, and smile and watch the customer leave;

3. Bagging principle: When serving customers, the following principles must be observed:

(1) You must choose a shopping bag of appropriate size;

(2) Goods with different properties must be put into bags separately, such as fresh and dry goods, containers and cleaning supplies, raw and cooked food, etc.

(3) Bagging procedure:

A, placing heavy objects and hard objects at the bottom of the bag;

B, placing square or rectangular articles on both sides of the bag as supports;

C, bottled and canned goods in the middle, fragile or lighter goods on it;

(4) Frozen products, dairy products and other products that are easy to produce moisture, meat, fish, vegetables and other products that are easy to ooze juice, or foods with strong taste;

(5) Make sure that everything with a cover has been tightened;

(6) The goods should not be higher than the bag mouth, so as not to bring inconvenience to customers;

(7) Ensure that the company's promotional materials and gifts have been put into customers' shopping bags;

(8) Remind customers to take away all the packaged shopping bags so as not to forget them.

If the bagging service is not provided for the customer due to the shortage of manpower, when the customer loads the goods into the shopping bag by himself, the cashier still needs to pay attention to the following matters: take the registered goods out of the shopping basket carefully to avoid damaging the goods. When handing over the settled goods to customers, you should attach the cashier receipt and say "please" or "thank you" to customers.

4, leave the cashier's homework:

When the cashier must leave the cashier, the following items should be noted:

(1) When leaving the cashier's desk, be sure to put the "No Closing" sign where customers can easily see it, or enclose the cashier's aisle with a chain. Then lock all the cash into the cash box and turn the key on the cash register to the locked position. Keys must be carried with you and kept by relevant personnel or placed in designated places;

(2) Inform another cashier or cashier supervisor of the reasons for leaving the counter and the time for returning;

(3) Before getting off the plane, if customers queue up to check out, don't leave immediately. If the price of a commodity is lower than the correct price, we should gently explain it to the customer and immediately inform the staff in the store to check whether the prices of other commodities are correct.

5. Cashier support:

It is the responsibility of every colleague in the store to let customers complete the checkout formalities in the shortest time and pass the cashier quickly. The cashier must be flexible at all times. When there are more than five customers waiting to check out at the cashier, you must immediately open the cash register or arrange a clerk to help the cashier bag the customers, so as to reduce the waiting time of the customers.

6, return cashier dedicated channel:

(1) The cashier has no right to return the goods. All returns should be handled by the customer service department:

(2) Responsible for receiving the customer's return order, and pay attention to cleaning up the return and date;

(3) The stored return documents shall be delivered after work.

Three, cashier etiquette service regulations:

Cashier is the person who directly provides services to customers in the whole supermarket, and his every move represents the external image of the supermarket. Therefore, as long as it is a small negligence, it may make customers have a bad impression on the whole supermarket, especially in the current fierce market competition. Friendly service and good customer relationship have become the basis of successful service.

1, cashier appears:

(1) Neat uniform: Every cashier's uniform must be neat and wrinkle-free. When working, you must wear the badge correctly;

(2) refreshing hairstyle: the cashier's hair should be combed neatly;

(3) Appropriate makeup: Cashiers can wear light makeup to make themselves look more energetic, but don't wear heavy makeup, which will cause a sense of distance from customers;

(4) clean hands. Most of the goods sold in the supermarket belong to food. If the cashier's nails are dirty, it will make customers feel uncomfortable. And too long nails will also bring inconvenience to work.

2, manners and attitudes:

(1) Cashiers should always smile at work and receive and assist customers politely and actively. When dealing with customers, you must have feelings, not hypocritical and rigid expressions;

(2) When the customer makes a mistake, don't blame him face to face, but explain it to the customer in a polite tone;

(3) In any case, the cashier should stay awake, control his emotions, and never argue with customers;

(4) Don't talk loudly between employees.

3. Correct hospitality language

When contacting customers, cashiers should not only say "please", "thank you" and "sorry" at any time, but also use the following common hospitality expressions:

(1) When the customer approaches the cashier, "Welcome, hello!"

(2) If you want to leave the customer and do other services for the customer, you must first say "Excuse me, please wait a moment". At the same time, tell the other person the reason for leaving, such as "I'll add magnetism right away"

(3) When the customer has waited for a period of time, say, "I'm sorry to have kept you waiting!"

(4) When customers tell stories or receive instructions from customers, they must say "Yes/Yes/I know/I understand".

(5) After shopping, customers must thank them for their patronage and say "Thank you!" "Goodbye!"

(6) Do a good job in checkout service for customers, and say, "Total RMB ××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××××