How to do floor management in large shopping malls?

(1) Supervise the cabinet team members to carry out the company's various systems, implement relevant operating specifications, convey the company's promotional activities and information, and provide quality services; Fully grasp the counter business, be familiar with commodity knowledge and business links, supervise and check whether the counter records are complete and whether the filling is standardized and complete; (2) Grasp the counter sales situation, give feedback to the commodity supervisor in time, and put forward opinions and suggestions. Ensure that the counters are free from counterfeit and shoddy goods, overstock, expiration and shortage;

(3) Be responsible for the scheduling and attendance of personnel in this cabinet group; Supervise and inspect the work performance of counter staff, pay attention to the work enthusiasm of counter staff, and grade the performance report;

(4) Coordinate the service contradictions in the business process, properly handle all kinds of emergencies on site, and maintain normal business order;

⑤ Provide continuous training and guidance to shop assistants on commodity identification knowledge, business processes, service skills and service awareness;

⑥ Organize tellers to do a good job in environmental sanitation, fire prevention and theft prevention in the counter.

(1) Grasp the sales situation of each counter in this department, and give timely feedback to the head of commodity business department, and put forward opinions and suggestions;

(2) Spot check the goods out of stock at the counter every day to ensure adequate supply;

(3) review the counter personnel scheduling table;

(4) Supervise and inspect the quality and price of goods in each counter to ensure that the counters operate according to the contract requirements;

⑤ Check whether the quality records of the cabinet group are timely, accurate and clear, and supervise and inspect the on-site discipline, environmental sanitation, identification, display and reception services of the cabinet group;

⑥ Coordinate service contradictions in business processes, properly handle all kinds of emergencies on site, and maintain normal business order;

⑦ Handling customer complaints and returns;

Responsible for receiving various office supplies.

1, personnel management

(1) Go through the personnel appointment and removal procedures.

Put forward suggestions and opinions on the appointment, daily performance and dismissal of employees;

For new counter personnel, it is necessary to do a good job in personnel interview and preliminary examination of relevant qualifications (strictly check);

Pay attention to the learning and adaptation of new employees to new positions, make good counseling arrangements (play the role of helping the elderly and bringing the young) and verify them in time; Assist the branch to prepare personnel;

Arrange personnel handover to ensure the smooth development of counter work.

(2) Be responsible for the scheduling or scheduling audit, attendance and performance appraisal of the personnel in charge of the area.

(1) scheduling requirements:

Considering the overall work requirements of the Division, reasonably arrange staff's work and rest to ensure the smooth development of counter work;

Carefully review and make a good schedule, and declare 1 time every week;

From Monday to Thursday, the day shift is divided into three systems: morning shift, middle shift and night shift, and the shift is changed at 15: 00. Arrange for 30 minutes to eat during work, lunch:11:00-12: 00, and dinner: 17: 00-00. On Fridays, Saturdays, Sundays and holidays, the peak sales period is divided into three shifts: morning shift, middle shift and night shift. The middle shift is changed to 1 1: 00 and 18: 00, and no meal time is arranged during work.

② Performance evaluation requirements:

Pay attention to employees' performance in time, correct it in time, and record it in employees' performance files. Summarize and fill in the comprehensive evaluation opinions at the end of the month. Requirements: justice, seeking truth from facts, and clear rewards and punishments. The purpose is to point out the advantages and disadvantages, put forward improvement items, communicate with employees as soon as possible, help employees improve their shortcomings and strive for greater progress.

(3) Supervise, inspect and track employees' arrival, departure and post performance.

Check whether employees arrive at their posts according to the specified shifts, and whether there are absenteeism phenomena such as being late, leaving early, being on the wrong shift, sick leave and personal leave. , and do a good job in the absence of personnel;

Check whether the distribution of personnel in each position is reasonable when dining (pay attention to the passenger flow, take the customer as the center, and receive the customers first. Each counter should arrange for the salespersons to take turns to have meals in advance, and the meal time should not exceed 30 minutes per person. In principle, each counter and each area shall not be less than a few people. Only one cashier can be closed at the same time on each floor during the cashier's meal time. Diners should make a good record in the meal time record book and eat within the specified meal time. Employees who work overtime or fail to eat within the specified time should report to the management, otherwise they will be treated as absenteeism. )

During the working period, at least 60% of the working time is spent on site visits. In the process of checking and investigating customers' opinions, once the outstanding performance or disciplinary behavior of sales personnel is confirmed, points must be added or deducted. Basis: issuance of notice of increase (decrease), business site management assessment, attendance and performance report, and employee reward and punishment regulations.

Precautions: Those who disobey management and refuse to sign will be deducted twice according to the circumstances; For uncertain problems, you should first fill in the penalty form (violation penalty) and consult the person in charge of the commodity business department before making a decision; Increase (decrease) in duplicate, one for the branch and one for the party concerned.

(4) Determine the training needs in the region, put forward suggestions and opinions on the formulation of the annual and monthly training plans of the Division, and track the specific implementation of the training plans in the region;

Requirements: Collect employees' opinions in time, evaluate, track and verify the work and learning progress of employees in the responsible area, and pay attention to training and put it in place.

(5) Pay attention to every employee, establish the consciousness of "public servant", communicate with the clerk in time, and give guidance, help and encouragement in due course;

Establish a good communication relationship with front-line sales staff, set an example in their work, have the consciousness of "public servant", respect, trust and treat each employee well, help employees solve problems, and maximize their enthusiasm, creativity and enthusiasm for work through effective incentives; Timely feedback employee opinions and work progress to superior management, and do a good job of uploading and distributing; Conduct employee opinion surveys from time to time, and assist the branch to arrange 1 employee seminars and group activities every six months.

2. Commodity management

(1) Self-operated commodity management

Quality and price

Familiar with "Commodity Quality and Price Inspection Specification", adopt the methods of regular coverage inspection and daily spot check, spot check the self-inspection of counter products by salespersons, and track and rectify the problems found by the quality control department to ensure the quality of the products sold.

Cooperate with the quality control department to supervise and follow up the price collection of employees, and make appropriate adjustments to the commodity display position in time according to the price changes.

Content of price tag inspection: the price tag printed by the shopping mall and approved by Shenzhen Price Bureau must be used; Strictly implement the price tag system, so that the price list is complete, the price is accurate, one product is one card, the goods are neatly arranged and marked, and they should be replaced in time when the price changes. The original price, current price and the reason for price reduction must be indicated; In principle, it needs to be printed by computer. Under special circumstances, it can be handwritten with the approval of the floor manager, but the handwriting must be clear and neat and cannot be altered. The edge of the price tag is curled, wrinkled and the surface is worn, so it should be replaced immediately.

One of the company's five commitments: anti-counterfeiting, anti-counterfeiting and not selling fake goods.

One of the company's five commitments: the price is not higher than that of similar shopping malls, timely pay attention to market information and customer opinions, make suggestions on the launch of new varieties, and organize employees to make key recommendations on new varieties.

Source of goods

A. Daily: Focus on following up the top 50 sources of various sales the day before, and implement the sources one by one; Check whether the billing and direct delivery of the counter are reasonable. It is required that the early shift personnel must submit the manual replenishment book to the tally area before 12, and at the same time, check whether the application of at least one counter is reasonable (it must be covered regularly) and whether there is a direct invoice missing (it is required to check whether the display is full or not, whether it is not out of stock, and check the telephone order record of counter personnel).

B, major holidays:

(1) Add temporary revolving warehouse on site, clean up the inventory and overstocked goods of the site and revolving warehouse 10-20 days in advance, and adjust the current display position according to the inventory display in the same period last year;

② Adjust the layout of on-site display, expand the display area of goods that should be stored on the shelves, and arrange the display in a golden position;

③ Elimination and reduction of non-seasonal commodities-it is necessary to hold a coordination meeting with branches and distribution centers 1 month in advance to uniformly arrange varieties;

(4) fresh fruits, vegetables, aquatic products, frozen products focus on follow-up equipment and supply, unified distribution and field personnel responsible, such as freezer, inflatable pool, standby suppliers, etc.;

⑤ Designate a special person to track the direct supply, and enlarge the lower limit of the best-selling goods of direct supply 10 20 days in advance to ensure the holiday supply; According to the actual sales situation, the mall modifies the upper and lower limits of the best-selling goods to ensure the adequacy of the adjustment;

⑥ Someone will check the inventory of the best-selling goods in the warehouse every day (you can focus on the top 50 goods sold the day before), and feedback the shortage situation on the same day;

⑦ Every day, a special person will print the goods shortage list directly at the counter to investigate and fill the vacancy; Track and understand the daily delivery situation of direct sales order suppliers, and timely correct the order quantity according to the holiday sales volume;

Today, 1-2 employees were sent to the surrounding price comparison shops to collect prices and observe the daily supply of best-selling goods on 10 before the festival.

(2) Counter commodity management

Quality, price, logo and display

(1) Acceptance of new counter products: Class C counters and some new products of Class A and B (imported cosmetics, imported watches and clocks, imported shoes) are randomly selected at a rate of 30%;

② Daily supervision and spot check methods:

Regular coverage inspection: Class A (international brand) counter products are spot-checked every 3 months 1 time; Class B (well-known domestic brands) counter key commodities are randomly selected every February 1 time, and non-key commodities are randomly selected every three months 1 time; Class C (general brand) counter products are randomly selected every 1 month/time, and 3-5 varieties are randomly selected each time. Note: Cooked food, ready-to-eat food, vegetables, fruits, fresh meat and poultry and other counter products need daily inspection (at least 6 times a day), and all products released by the state are exempt from inspection.

Daily patrol inspection: random inspection in daily patrol.

③ Solution to the problem: Deal with the problem in strict accordance with the Procedure for Handling Unqualified Products, Quality Management Regulations, Price Management Regulations and Commodity Identification Specifications. For the counters with problems, the branch manager should distribute them to the corresponding suppliers according to the situation? Bad quality notice? The list of defective products involving liquidated damages must be reviewed by the director of quality control department.

Over-range operation control

Be familiar with the contracts and accessories of counters in the responsible area, supervise the new products through spot checks at counters and random spot checks on site, and correct them by emphasizing the relevant regulations on staff training and supply.

Supply management

(1) Daily management: check the account books of key counters (often out of stock) or the Missing Out of Stock Register twice a week, and urge the counters to replenish in time. According to the coverage inspection plan, check the non-key counters 1 time every month. Provisions on the daily management of counter goods

(2) Supply management in season change and peak sales season.

Seasonal cycle generally refers to March-April, August-September, 10- 1 1.

The peak sales season refers to the first half of May Day, Mid-Autumn Festival, National Day and New Year's Day to the end of the festival; 65438+ 0 months before the Spring Festival to the Lantern Festival, during the season change; 15 Before the peak sales season, we specially trained the Follow-up Measures of the Counter Supply Festival. The morning meeting emphasized the mobilization of all staff, requiring all cabinets to prepare enough goods and follow up the replenishment work. If there is any difficulty, it should be reported to the floor management personnel in time; Conduct a 1 survey of major competitors every week, compare the products of at least five same counters, fill in the counter variety questionnaire, notify or meet with suppliers orally or in writing within 1 working days, and limit it to five working days to supplement (except those products that are deemed unsuitable for our store);

Check the clothes and shoes in the counter for broken codes and lack of color. Every industry should check at least 5 counters every day, covering 1 month 1 time, and record it in the counter inspection record register. Notify or make an appointment with the supplier orally or in writing within 65,438+0 working days, and limit it to replenish the goods within 2 working days;

If the supplier fails to make payment within the time limit, it shall be handled according to the provisions of Article 12 of this contract, and the situation shall be fed back to China Merchants for dunning if necessary, and its written notice shall be kept for half a year as one of the bases for supplier review ("3A", adjustment and review of settlement conditions, etc.). );

Timely report the problem that the supply cannot be implemented to the first-level management personnel or shopping malls, seek assistance, and timely feedback the counters with serious problems to the counter business department;

After the goods enter the site, they are not allowed to be transferred out in principle. If it is really necessary to exchange goods, you must go to the floor to go through the formalities for approval of release, otherwise the responsibility of the counter salesperson will be investigated (the salesperson on duty will be fined for the first time 1 time 10 yuan, 20 yuan for the second time 10, and cleared for more than three times);

Shop assistants who follow up the supply of goods in time, add 5-20 points to shop assistants who are basically out of stock in that month; Insufficient follow-up, 5-20 points will be deducted in the month when the shortage is serious.

3. Service management

(1) Service Management of Sales Site Supervision and Inspection

Every morning, when employees enter the building, check the arrival of personnel at the entrance of the floor. Personal belongings are strictly prohibited.

Hold morning meetings irregularly before business, comment on the sales situation of the previous day and the problems found on the spot, or conduct special training, or cheer up and inspire rustic.

During the business period, mobile management shall be implemented, and regular or irregular inspections shall be conducted within the reasonable scope of the industry (no less than 3 times per shift) to check the gfd, code of conduct, reception service, shelf display, signs, environmental sanitation, fire safety and other contents of employees. At least 2 problems are found in each inspection, which are recorded in the Record Book of Floor Business Site Inspection (goods, services and environment) and tracked.

Handle all kinds of emergencies and maintain normal business order.

After the business is over, do a good job of clearing the field.

According to the inspection plan of floor goods, services, quality records and sanitary coverage, check the reception service and commodity knowledge of all counters every month, and check at least one counter and make corresponding records. Note: The number of spot checks can be increased for large cabinets, and the supermarket checks 65,438+00% employees every month.

Implement and deal with the problems in various inspections of the company and the mall (including quarterly inspection, mystery customer inspection, internal and external audit, customer survey, comprehensive inspection of the mall, etc.). ).

Add a penalty sheet to the individual who appears in the above inspection, and issue a notice of poor quality and poor price to the supplier. Cases are typically written as cases. Cooperate with the branch to summarize and analyze the problems found in various inspections and after-sales service (see below) every month, and form a monthly on-site analysis report of the floor, which will be submitted to the commodity business department for assistance every 27th (generally written by the head of the commodity business department).

Contents of monthly site analysis report of floors:

(1) On-site inspection statistics (analysis of key problems and formulation of corrective measures);

(2) customer complaints (quality, price, service) satisfaction rate statistics;

(3) customer return visit;

④ Customer interview analysis.

Assist the director of commodity department to summarize the service characteristics of each counter and category, and constantly introduce special services.

(2) After-sales service management

Be responsible for accepting customers' complaints, consultations and suggestions and making corresponding records. After handling, pay a return visit and make a return visit record.

Handling process: warm reception → check vouchers → check problems → handle (return, maintenance, others).

Handling principle:

(1) The principle of "whoever receives it is responsible";

② "Four Principles": the store shall be responsible for the replacement that can or cannot be replaced, the repair that can or cannot be repaired, and the refund that can or cannot be returned.

③ Follow the principles of relevant national systems and regulations.

Customer complaint reception skills and behavior etiquette can be based on the actual customer complaint experience and grasp the principles.

Quality complaints-the registration form of commodity quality complaints must indicate the customer satisfaction (the return visit rate is not less than 50%, and the proportion of commodity complaints recorded at the counter is more than 20% (10 pieces must be returned 100%)).

Price Complaint-Note that the price complaint report should be submitted to the Quality Control Section within 1 working day.

Complaints and suggestions on other aspects of service-customer opinion form (the opinion form transferred from the service desk will be visited by the service desk)

In the electrical layer, the sampling telephone for delivery, maintenance and installation of large electrical appliances sold.

Visit the maintenance department for on-site service and maintenance service at least once a month10%;

Visit the distribution service of the distribution division of the distribution center at random for more than 60 times every month.

4. Environmental management: including sanitation, labeling and loss prevention.

Organize employees to carry out cleaning twice a month, and cooperate with the general department to carry out health inspection every Tuesday. (Environmental sanitation and inspection standard of business premises).

In the daily on-site inspection, the environment, health, fire safety and other aspects of spot checks.

During the monthly coverage inspection, check the hygiene, display and identification of the counter.

Emphasize the implementation of clean consciousness to the employees in the responsible area, lead and encourage all counters to strive to be sanitary red-flag bearers, and assist the branch to do a good job in quarterly evaluation of sanitary red-flag bearers.