How to do well the management and operation of shopping malls

I. Code of Business Ethics Business ethics is the code of conduct and code of conduct that mall employees follow when dealing with their own work and relations with consumers.

Business professional ethics reflects the basic characteristics of business and the basic requirements of business professional ethics. Its core is to correct the business style and service attitude under the guidance of the spirit of serving consumers wholeheartedly, correctly handle the relationship between the state, enterprises and consumers in business, and consciously safeguard the interests of consumers. The specific contents include: # "Strictly implement the relevant guidelines, policies, regulations and decrees of the Party and the State, and serve consumers wholeheartedly. "Insist on civilized business, treat customers politely, don't neglect or contradict customers, and don't discriminate against customers; A true and fair deal. ! "Strictly implement the commodity price and supply policy, so as to clearly mark the price, balance the quantity, not rigidly distribute goods, not shoddy, not disguised price increases, etc. , safeguard the interests of consumers. # "Publicize and introduce commodities realistically, do not exaggerate advantages, do not conceal shortcomings, and safeguard the socialist commercial reputation. According to the commodity exchange system, general commodities are neither dirty nor bad, which belongs to the quality problem of commodities. % "resolutely resist and oppose unhealthy trends.

Second, the shopping environment service regulates that customers buy goods in shopping malls, which not only requires good quality and low price, but also requires a comfortable and elegant shopping environment.

In order to beautify the shopping environment, improve the quality of the shopping environment and attract more consumers, it is necessary to strengthen the service norms of the shopping environment. Environmental service specifications include:&; "Do a good job in cleaning and hygiene, keep items, walls and floors clean, and the ground is free of sundries and stains. Someone must patrol the freight yard to clean it up. In the freight yard, the whole goods and packaging materials are not piled up indiscriminately, banners are not hanged indiscriminately, and sales signs are not posted indiscriminately to maintain a good store appearance. " Do a good job in cleaning containers, shelves and counters. ! "Do a good job in the health of the goods themselves. The goods sold should be kept as neat as possible. The displayed goods should also be kept fresh. # "The facade of the mall is good, spacious and the signs are clear and eye-catching. There should be a parking lot at the entrance of the mall and a floor plan at the main entrance of the mall to introduce the main categories of goods. The lighting is bright, the decoration is beautiful and generous, and the color and appearance of the goods need lighting to set off, which is convenient for customers to identify and choose. % "fresh air, moderate humidity and temperature. The business hall of shopping malls must maintain good ventilation conditions to make the air circulate. ("The decoration of shopping malls should be planned as a whole, the colors should be coordinated and coordinated with each other, not too dazzling, not too tacky, and coordinated with the whole. Radio and audio equipment can play some relaxing music. ) "Provide some convenient physical facilities for customers, such as setting up toilets, customer fitting rooms, customer lounges or chairs. All these measures will help to provide customers with a convenient shopping environment.

Third, the standardization of commodity display is a regular work of commercial services, which requires the operation of commodities according to the characteristics and site conditions of different commodities through clever and reasonable ideas.

Orderly, neat and artistic commodity display can beautify the shopping environment and bring comfortable and pleasant environment and beautiful enjoyment to consumers. Through the display of goods, we can also convey the performance, characteristics, price and other information of goods to consumers, so that consumers can choose and compare freely, give full play to their freedom in choosing goods and shorten the purchase time. ! Commodity display should follow the principle of "neatness, beauty, guiding purchase and promoting sales". # "The goods displayed on counters and shelves should be kept clean, plump and orderly, and the classified goods should be placed in a certain order, which is convenient for customers to watch and buy goods. To display counter goods at different levels, it is necessary to make full use of space, but also to have a certain space and interval, and put them into geometric figures to show the appearance of goods. % "damaged and dirty goods shall not be displayed on counters or shelves, and exhibits shall be replaced regularly. & Don't pile too many goods in the passage between the shelves and the counter, and the goods should be placed neatly, which should not exceed the height of the counter. The display of goods at the top of the shelf should also be based on the principle of beautifying the field capacity and highlighting the characteristics of goods. ("Commodity display is mainly novel and eye-catching, requiring strong three-dimensional sense, good artistic effect and outstanding seasonality.

Four. Commodity quality standards and specifications commodity quality standards and specifications are the provisions on the varieties, specifications and internal quality of goods operated by shopping malls.

Commodity quality is a matter of great concern to consumers. It is not only related to the actual use efficiency of consumers, but also has a significant impact on enterprises. If a shopping mall often sells fake and shoddy goods, it will lose customers and lose the market. The main requirements of commodity quality are complete varieties, rich colors, marketable, genuine, safe and reliable, and harmless to human health. This requires shopping malls to control the purchase of goods, and at the same time, sales staff must also master the relevant knowledge of commodity quality, be familiar with the quality appraisal methods of operating goods, and actively help customers choose good goods in sales.

Verb (abbreviation of verb) code of conduct for salespeople. Code of conduct for salespeople is an important content in the service specification of shopping malls and a basic requirement throughout the service process. The code of conduct for shop assistants mainly includes the following contents:

(1) Pre-job preparation! "The' three-qi' post, that is, wearing overalls, hats and badges, shows the spirit of sales staff."

Strictly abide by the schedule, do not be late, do not leave early, and change shifts on time. Arrive at the counter to get the goods on time and get ready for the customers. $ "Dress neatly and appropriately. Clothes should be neat and clean. Male employees should not wear fancy clothes, long beards, and female employees should not wear light makeup, long hair and heavy makeup. % "is full of energy. Only when you have enough energy in your work can you be more competent and serve customers better.

(2) Stand guard, stand upright, face the customer, stand with your legs naturally, with your hands drooping naturally or gently supporting the counter, and stand politely. Rude actions such as leaning on the shelf, lying on the counter or pushing the container are not allowed.

(3) service discipline! "Don't get together and chat at the counter. Talking and laughing together will inevitably distract energy, affect service and leave a bad impression on customers. "

Smoking, eating, reading newspapers and magazines are not allowed in the counter. For shopping malls, smoking not only pollutes the environment, but also may cause fires. Eating at the counter and reading newspapers and magazines are detrimental to the image of salespeople and enterprises. Customers are not allowed to come to the mall without paying attention to customers because of loading, checking out or counting money. The service personnel in the shopping mall must be warmly received and take the initiative to say hello. Even if the customer's attitude is not good, the salesperson should explain patiently and calmly, otherwise it will seriously affect the reputation of the enterprise. % "Personal belongings, such as schoolbags, handbags, cash or other items, are not allowed to be stored in the counter, so as to distinguish between public and personal belongings and avoid loss or accidents. & "Don't borrow money, don't bill, don't use goods automatically, and don't snap up scarce goods privately." "You can't leave your job at will during working hours.

The intransitive verb sales service process specification defines the sales service process, which is not only the objective requirement of service specification, but also the basic requirement of improving service efficiency.

Its contents mainly include the following aspects:! "Do a good job of preparation before business, so that the counters in the museum are complete, the goods are displayed in a complete and tidy manner, and the goods are stocked according to the requirements of the Catalogue of Essential Commodities. # "Do a good job in counter hygiene, remove the dust on the goods, clean the shelves and the ground, keep the shelves clean and dust-free, and often wipe the glass counter to make it bright and clean. Prepare sales tools, calibrate measuring instruments, check price tags, sign one by one, accurately align labels, prepare spare parts, packaging items and sales receipts. % "When customers approach the counter, they should say hello at the right time and say the first sentence. & "Take and deliver goods according to customers' needs, handle them with care, and don't throw them around. We should pay attention to skills in commodity display, and achieve "four displays", that is, shawl display, three-dimensional display, plane display and contrast display, so that customers can fully understand the goods and encourage customers to actively buy them. ("After the customer finds the purchased goods, the clerk quotes the unit price of the goods to the customer, calculates the payment, and sings and sings. If it is centralized collection, you should fill in the purchase order, give it to the customer, indicate the cashier's position, take back the pick-up order stamped "cash payment", and then give the goods to the customer. If the customer needs a purchase invoice, handle it according to the regulations and fill it in truthfully. ) "The goods that need to be wrapped should be firm, beautiful and easy to carry, and take the initiative to help customers wrap them together. * "After the customer has purchased all the needed goods, he should say goodbye to the customer in proper language and way. ! +"When the business is coming to an end, please be patient with the last customer. Don't rush the customer by hanging curtains, turning off lights, closing the back cover or packing things, so as to finish the day's work smoothly.

Seven, the service language of sales staff is a tool to express thoughts and feelings. A shop assistant can't receive customers without language for a moment.

Customers often evaluate service quality according to language, and it is very important to use language correctly. Generally speaking, in the whole process of receiving customers, salespeople should be warm, kind, kind and polite, and flexibly use polite expressions such as "you, please, welcome, sorry, never mind, thank you, goodbye" 14. Specifically, in different service stages, according to the different personality characteristics of customers, the language is used appropriately. ! "Greeting words When greeting customers, the first sentence should be said well. Greetings must be appropriate. You can use various honorifics as a general term for customers according to their age and gender. The timing and way of greeting should also be appropriate. Experienced salespeople summed up several ways of greeting, namely, "grasping the right time, being flexible for different people, taking and delivering according to sight, customers considering waiting temporarily, publicizing when business is idle, comforting when business is busy" and so on. # "Greeting customers is just a good start in the service process. To make customers more satisfied, we must also master the trading terminology. Trading language is a professional language used in the process of commodity buying and selling, and it is the key link of service. Salespeople should pay attention to speaking skills and language art, and can't use exaggerated language, ironic language and all kinds of indifferent language. In the process of service, we should thank customers for their cooperation and support in the shopping process, and apologize for the inconvenience caused by out of stock and mistakes in the sales process. You can say "Thank you for your attention", "Sorry to have kept you waiting", "Please forgive me" and so on. Through these words of thanks and apologies, customers feel cordial. "%22 Farewells should end what they started when they received customers. From greeting to collecting money (tickets) to paying for goods, a warm scene of sales service has been formed. After the goods are sold, if the sales staff do not pay attention, it is easy to cause the enthusiastic scene to suddenly cool down. Therefore, after the service, the salesperson should take the initiative to say goodbye, such as "Welcome to visit again!" "Thank you, take care" and so on. This is not only a polite expression, but more importantly, it brings happiness to customers after the transaction, leaves a deep impression on customers and lays the foundation for future service. In short, the service language is very rich. Receiving every customer well and satisfying them with good language is not only the counter skill, but also the requirement of service specification.

Eight, establish and improve the commodity exchange system commodity exchange is a common thing in retail commercial enterprises. In practical work, this situation is difficult to deal with because it involves the interests of enterprises and consumers.

In order to protect the interests of consumers, safeguard the interests of enterprises and establish the credibility of enterprises, we must attach importance to the management of commodity exchange and make institutional provisions on commodity exchange. The specific requirements are: "customers who come to return goods should be actively and warmly received, sincere and cordial, and ask about the reasons for returning goods." ! "Return and exchange must master certain principles, and the general goods are not dirty and incomplete to ensure return and exchange; All commodity quality problems must be insured, surrendered and exchanged; Explain the goods that customers put forward, such as pollution and damage, which affect sales; Unclear responsibilities should be resolved through consultation. In order to protect the rights and interests of customers, some enterprises have adhered to the principle of "three out, three first" for many years: no return, no group, no department; Those who can or can't be returned are mainly returned, those who can or can't be exchanged are mainly replaced, and those who can't tell the responsibility are mainly me, which is well received by customers. # "Based on the principle of commodity exchange, the clerk can solve the problem by himself; When making bad decisions, you should ask the team leader, duty manager and service manager for instructions and solve them properly. The clerk should keep the return record. For some common problems, we should study them specially, focus on solving them, strengthen the management of purchasing goods and ensure the quality of goods.

Nine, establish and improve the convenience service system% "set up a general service desk, information desk, or set up a customer reception room, and set up a waiter on duty in each commodity department or floor.

Its main task is to provide consultation for consumers, guide commodities and handle counter contradictions. In order to better serve customers, some retail enterprises set up a general service desk in the golden position of the sales hall on the first floor. The main service desk not only provides consulting services for consumers, gift packaging and sales of telephone magnetic cards, tourist tickets, stamps and envelopes, and coin-operated telephone services, but also prepares a fun car for mothers and babies for customers with children, as well as a carrier, a wheelchair for the disabled and a convenient medicine box for customers to use free of charge. At the same time, there are many services such as valet message, radio search, valet mailing items and so on. The reception desk is also equipped with warm cards and love notes. When consumers come to the reception desk to make comments and suggestions, or when there are contradictions and unpleasantness in shopping, sending warm small cards and love notes can produce wonderful effects. ! "Establish a customer out-of-stock register, and register if the goods that customers need are not available at the moment, including the variety, specification, style, origin, quantity and price of the goods. At the same time, leave the customer's name, home or work address and contact telephone number, so as to inform the customer in time after arrival. # "Provide or order goods with special needs for consumers, such as processing large clothes and extra-large shoes. In this way, customers with special needs can also buy satisfactory products, thus improving the reputation of enterprises and obtaining good social and economic benefits. $ "Establish a fair ruler, a fair scale, truly measure it, and let customers trust it. & Provide after-sales service, deliver large items to your door free of charge, and help with installation and debugging; Free on-site maintenance, the implementation of quality credit insurance system, tracking and checking the quality of goods. "Salespeople who have a bad attitude towards customer complaints and violate counter discipline should be criticized and educated and punished when necessary.