What should I pay attention to when opening a mobile phone shop?

Chapter 1 1 of the operation manual of specialty stores. After the signing of renovation contract, the company will send a special person or entrust the person in charge of the store to measure the store size and prepare drawings for the company to complete the store design. It takes about 20-30 days from measurement, design, material selection, shop decoration, shelf and container making to opening. If there is any delay, the opening period will be postponed. After the renovation, the company will send someone to verify (or the franchisee will provide photos of the renovated store). If it does not meet the requirements, it must be improved according to the company's requirements. 2. Staff Recruitment and Training (1) Staff recruitment channels (through the recruitment notice at the door, through newspaper advertisements, through the introduction of the recruitment process by former employees, interview, re-examination, employment, training and trial) (2) Before the opening of the personnel training store, employees should be sent to the company for training. Trainers include store managers and salespeople, and training methods include classroom learning and specialty store practice. If it cannot be carried out normally due to objective reasons, franchisees can conduct internal training according to the training materials provided by the company, and the company will continue to guide this business in the later period. 3. Distribution Preparation In order to make the distribution more accurate and effective, franchisees must provide market information in this area, including the sales status of local children's wear (style, color, price) and local climate conditions. In addition, it is necessary to provide the estimated opening time and transportation mode of the store, and make timely payment after determining the distribution list, so that the company can arrange distribution. 4. Prepare supplies Because the store needs a lot of supplies, you must prepare the following supplies before opening, so as not to affect the operation of the store. Chart 1 1 telephone, fax machine (or computer with internet access function) 2 Price printer, measuring ruler, scissors (trumpet), feather duster, iron 3 receipt book, change, ballpoint pen, notebook, stapler, staple 4 VCD/ CD/ stereo, cassette, TV (as the case may be) 5 clothes. Chapter II Operation Process Business Hours Business hours depend on market conditions. Generally speaking, it is 8: 30-20: 30 in winter and 9: 00-2 1: 00 in summer. Shopping mall counters (special halls) shall be implemented according to shopping mall regulations. 1. Attendance of pre-business personnel and gfd (1); Clean the hygiene in the store; (2) Check whether the goods are in good condition and arrange the goods and shelves; (3) Check the facilities in the store and repair them in time if they are damaged; (4) Prepare all kinds of bills needed for the day, such as receipts and invoices. (5) The required change, the required amount and face value shall be determined according to the actual situation; (6) Understand the new products and their prices of the day; 2. During the business period (1), learn about the promotion activities of commodity price adjustment and the placement of new products, special sales products and signboards on that day; (2) Patrol the shelves in the responsible area to understand the sales situation and whether emergency replenishment is needed; (3) Whether there are staff chatting or doing nothing. Whether there are pollutants or damaged products in the store; (4) whether to deposit midway; (5) Whether the price card is consistent with the commodity display; (6) Whether the operation of the successor is normal; (7) Assist customers to provide good services, such as answering customers' inquiries and accepting customers' suggestions; (8) Pay attention to the customer's behavior in the store and politely stop the customer's bad behavior; (9) Provide customers with checkout and product packaging services; (10) Standby operation. The so-called standby means that employees are preparing for sales while waiting for the opportunity to contact customers before the store opens, but no customers come for the time being: 1) Correct standby posture: make yourself less tired and behave generously; 2) Correct standby position: The correct standby position is the position where you can take care of your responsible product area and make initial contact with customers; 3) Standby work: you can check the exhibition area and goods during standby time; Other preparatory work such as sorting out and supplementing commodities; 4) Customer-oriented, once customers come to the door, they should be greeted with "welcome"; 5) Incorrect standby behaviors include: ① hiding behind the product to read magazines and make up; Ii get together to chat and laugh; ⅲ. Lazy and without god; Ⅳ Back against the wall or shelf, thinking listlessly, staring blankly and yawning; ⅴ Eat snacks or concentrate on sorting out goods, and have no time to pay attention to customers. 3. Whether the customer still stays after opening (1); (2) Whether the store spotlights, signboard lights, air conditioners and other equipment are turned off; (3) Whether the operating cash on that day is fully recovered (locked); (4) sorting out all kinds of bills and promotional items of the day; (5) Fill in the handover record; (6) Inventory the inventory of the day and fill in the daily report of registered sales; (7) cleaning; (8) (Closing the store) The person in charge/manager holds a party to sum up the day's work and do a good job in closing the store. Chapter III Systematic management of store management is helpful for stores to improve the work efficiency of employees and increase operating efficiency. Store management is mainly divided into three parts, namely: 1, personnel management 2, commodity management 3, store management 1. Personnel management store employees are the front line of the store, because they directly face customers, and his or her behavior affects sales and the overall image of the store; Frequent personnel turnover will affect the operation of the store. How to arrange employees' work reasonably, improve their overall performance and make their work go smoothly is an important goal of personnel management. (1) Employee Management 1) Arrange new employees to join the company, and introduce the daily operation, service standards and precautions of the store. Before joining the job, the person in charge/store manager should conduct basic business training; 2) Audit daily work, supervise employees' performance, boost morale and ensure that all employees meet the requirements; 3) Arrange employees to be on duty to ensure that there are suitable employees to go to work every day. In general, because there are more customers in the afternoon than in the morning, more employees can be arranged to go to work in the afternoon when arranging the duty watch. On the other hand, the clerk's holiday should be arranged on working days as far as possible, and more employees should be arranged to go to work on Saturday/Sunday and holidays; 4) Training on-the-job employees to improve their overall quality; 5) Evaluate employees' performance on a regular basis as the basis for employees' promotion. * Staff Notes 1) Dedication and love for work, and I feel proud and proud as a member of the fairy tale shop; 2) Always maintain a healthy, energetic, sincere, enthusiastic and enterprising mental state; 3) Modesty and friendliness, love and help each other. Careful, conscientious and responsible; 4) Customer-oriented, customer-oriented, with a strong sense of service; 5) Maintain the brand image and don't do anything detrimental to the brand image of fairy tales. (2) Employee responsibilities Figure 2 Manager/Manager leads the purchasing work responsibilities L Daily work flow of the store L Supervises employees' work L Information on goods and information (new products and best-selling products) L Understand the business of other brands L Improve employees' progress L Handle complaints l Solve problems in employees' work l Report and reflect work and personnel problems to the company l Maintain the spirit of unity and cooperation among employees l Do things fairly l Evaluate employees' performance and give encouragement. Counseling and on-the-job training l Overall replenishment l Assist the store manager to arrange various tasks l Set an example l Report and reflect the work to the store manager l Summarize the best-selling and unsalable products every week l Assist the store manager to train on-the-job employees and new employees l Help employees solve practical problems in their work l Cooperate with the store manager to do a good job in store safety l Provide customer service, strive for the best turnover for the company l Accept the work assignment, abide by the store system l Maintain good relations with colleagues 2. Commodity management The purpose of commodity management is to ensure that every product is kept in the best condition for customers to choose. Good products can attract customers to continue shopping; Good commodity management can reduce the occurrence of unnecessary inferior commodities and maintain the highest value of products. Mainly include: inferior goods, return and exchange processing, inventory and logistics. (1) Handling of inferior goods What is inferior goods? Any product that becomes dirty due to quality problems or human reasons and cannot be sold to customers is called inferior product. Handling of inferior goods 1) If inferior goods are found, they should be immediately removed from the shelves to avoid affecting the image of the store; 2) Try to repair the inferior goods removed from the store; 3) Write down the reasons of inferior goods in white paper, mark the problems and hand them over to the person in charge of the store for handling. (2) Return and exchange processing * Return and exchange procedures (between franchise chain stores and companies) Exchange: It should be carried out within the allowed proportion and time, and the product packaging should be kept clean and complete. Fill in the application form and fax it to the company, and the company will arrange the implementation. Return: fill in the application form and indicate the reason for return, fax it to the company, and return it after approval. * Return and exchange system (handling customer return and exchange) 1) If the products sold are wrong in size or have quality problems, they can be returned within one week; 2) After one week, deduct the depreciation expense for the corresponding days within one month; Not after January; 3) Calculation method of depreciation expense: original selling price * 1%* purchase days; 4) If the price of the exchanged product is lower than the original price, the customer can choose other products to supplement it until it is equal to the original price. If the price is insufficient, the store will not give credit or refund; 5) If the price of the exchanged product exceeds the price of the original product, the customer shall pay the excess; 6) If the product is damaged due to human use or improper wearing, it will not be returned. * Precautions (attitude) 1) Keep smiling, be polite and patient; 2) Ask and listen to the reasons for the return; 3) Politely ask customers to show their receipts and check the condition of the goods brought back by customers; 4) If it meets the requirements, it shall go through the formalities according to the principle of returning (replacing) the goods; 5) Ask customers to try on newly purchased goods or check the quality; 6) After returning the product money, fill in the refund form. In the face of customers' negligence in exchanging goods, we would rather sacrifice our own interests, and customers' dissatisfaction may lead to greater losses. (3) Inventory and logistics commodity reserve are the basis of store operation, and their importance cannot be ignored. Effective inventory and logistics management can not only meet the needs of customers, but also help franchisees control costs and improve profit margins. Franchise chain stores should feed back information to the company in time in order to effectively allocate goods. In order to increase product sales opportunities, specialty stores can maintain reasonable inventory according to actual sales situation. * Receiving and inspection 1) If the goods and packaging bags are damaged or the number of containers is inconsistent, the store may reject them, and the carrier shall bear the responsibility (if it cannot be solved immediately, the carrier shall issue the corresponding certificate and sign it) and inform the company. 2) Before unpacking inspection, the store must have two or more people present. 3) Check whether the quantity of goods is consistent and whether there are any quality problems according to the attached goods list (outbound order). 4) After the acceptance is correct, the person in charge should check the goods acceptance form (receipt), and if there is any problem, it must be fed back to the company, which will handle it according to the actual situation. * Inventory process A. Inventory date: at the end of each month (when new products are to be determined) B. Person in charge: person in charge of the store C. Method: division of responsibilities, and the initial quotation is repeated D. Rule: 1) When the initial quotation is made, Cross-check products (spot check) 3) Re-check all products if there are errors in cross-check. 4) Summarize the inventory report after inventory, and report it to the company on time in addition to keeping the file backup. * Note: 1) Check the inventory every day and replenish the goods in time to ensure that there is enough product supply every day (the replenishment form must be reserved for use) 2) Fill in the daily sales report every day, so as to facilitate regular sorting at the beginning of each month. 3). Feedback (fax) the sales and inventory report of last month to the company, and report it once a week when new products are on the market, so that the company can know the sales and inventory situation in various regions in time. 4) The person in charge of the store should check the shortage of goods every day, analyze and report the delayed, damaged and lost goods regularly (monthly), and take corresponding measures in time. 3. Store management (1) Store environment provides a comfortable and bright shopping environment. 1) The door and window frames are bright and clean, and the ground and walls are kept clean; 2) Keep the fitting room and cashier clean (the fitting room cannot be stored); 3) Always wipe the dust on the shelves, containers, clothes hangers and hooks to keep the effect of lamps and lanterns, and repair them in time if they are damaged; 4) Keep the image, signs and publicity materials clean and tidy to prevent looseness; 5) If there are new products on the market or promotional activities, we must make full use of the publicity materials such as posters and banners displayed in the shop front, window and publicity desk; 6) Create an atmosphere ☆ Ensure the high morale of employees ☆ Play children's music or cartoon programs at a moderate volume if possible ☆ 7) No other sundries can be placed in the store to ensure the shopping space of customers; 2) The product display effect is good, which helps to enhance the image of the store, increase the business of the specialty store and leave a good impression on customers. Objective: 1) to reflect the style, grade and image of the company's products; 2) It is convenient for customers to know the style, quality and collocation of goods; 3) Directly stimulate sales and improve performance. Display principle: 1) District display ☆ Shop head area-special goods, promotional goods ☆ Central area-corner for displaying mass goods ☆ Indoor area-corner for displaying quality goods 2) Window is the first side of the shop! Dressed up, you can also "induce" more customers! (seasonal products, popular products, main products; Cheap promotional products) 3) Keeping products clean and tidy is the first skill of store management! 4) Products shall be displayed by category (series) and kept orderly; 5) Display sequence: color from light to dark, thickness from thin to thick, and size from small to large; 6) White and light-colored products should be replaced frequently to avoid pollution; 7) The display height of key products should be1-1.5m (considering children); 8) Try to show the following products to the best position; ☆ Products that mass consumers like ☆ Products that want to speed up delivery (including products that are being promoted) ☆ 9) Take the method of "selling first and making up later" to make products change rapidly and reduce defective products; 10) display a large number of products as much as possible, which can give people a feeling of rich products and complete varieties, give customers a strong visual feeling, and generate a desire to buy 1 1) related exhibitions/theme exhibitions/promotional exhibitions; ☆ Relevance: Matching products (clothing, shoes and hats) can be put together ☆ Theme: Create a theme, such as sports, intellectual development, environmental protection, etc. , and show the theme products together, and highlight this theme in the on-site display. ☆ Promotion: When displaying promotional products collectively, you can specify the promotion area, and the promotion display volume must be large, which can be higher and denser than usual. 12) as a selling point, such as the hundred-yuan area, "Happy childhood, a hundred-year treasure" and so on. 13) ensure that all products such as styles, models and colors are displayed; 14) outward-facing three-dimensional display, allowing customers to easily see the products; The price tag and hanger should be in the same direction, and the label should be positive so that customers can see at a glance; 15) Make full use of the pillars on the sales floor and put up posters and POP；; 16) Follow the principle that key products are displayed in an important position: ☆ Key products: promotional products, best-selling products, new products and high-profit products; ☆ Important location: store head area, both sides of the main passage, right side of the entrance, near the cashier; 17) monitor products should be replaced regularly (especially the model). (3) The person in charge of the manpower distribution shop can appropriately allocate manpower cooperation according to the customer flow, so as to: ☆ increase sales opportunities; ☆ Ensure store safety and prevent shoplifting. Precautions: 1) Ensure polite greetings to customers entering and leaving the store (it can also prevent the store from being stolen); 2) If there is no customer payment, lock the cash register. (4) Store Taboo 1) Don't neglect interpersonal relationships for the sake of performance 2) Don't treat customers as thieves ☆ Search on the spot ☆ Tail-Tail ☆ Laugh at the crowd Chapter IV Service and sales In addition to the competitiveness of products, sales service is the key to profitability. In order to improve the service level of specialty stores, the company has formulated service standards for customers, which are provided to the person in charge of specialty stores for reference, so as to train employees and serve as guidance for customers. 1.5S principle (1) Sincerity (2) Keep smiling (3) Be flexible and agile (4) Be smart (4) Constantly study customer behavior (2) Question and answer standard * How can the company (1) operate fairy tale brand products (join)? You can contact our company for specific joining matters. Tel: * * * * Contact: * * * (2) What is the cost or the joining procedure? Please contact us at this number, and the company will give you a detailed explanation and explanation. (3) How long has the company been established? Who is in charge? Give a solid answer. * As for the specialty store (1), what are the business hours of the specialty store? * * year * * month. What are the business hours of the store? 9: 00 a. m.-at night. (3) Who opened the store? (The answer is solid, indicating that it is a company direct store or franchise store) (4) What goods does the specialty store operate? Fairy tale brand series products (mainly children's wear at present). (5) Will there be any promotion activities in the near future? If there are any promotional activities, inform them truthfully according to the actual situation. If you don't know whether there will be any promotional activities in the near future, then answer: Fairy tale shops will hold various promotional activities regularly, and you are welcome to come and see them often. (6) What is the sales volume? Sorry, I have no right to answer this question. What is your salary? Sorry, I have no right to answer this question. * Regarding the product (1), what level is the product positioning? At present, the market price positioning is mid-range. (2) What is the product quality? All products have undergone strict quality inspection and meet the relevant national standards. Consumers have always reflected well on the quality of fairy tale brand products. (3) Is there a discount? Recommend discounted products, if not, it can show that the pricing of our products is the national unified retail price, and the scientific pricing method has been implemented, and the interests of consumers have been fully considered. Can I try it on? Sure, the fitting room is here. Can I return it? If you find any quality problems in the product within 7 days after shopping, please bring the shopping receipt to us for a refund. If it's a non-quality problem, we can exchange it for you without affecting the secondary sales, but it's not refundable. (6) Are discounted products defective? No, the discounted products are all out-of-season or out-of-size products, and we guarantee the quality of the products sold. Can I pay by credit card? Sorry, the company has not established such business relationship with the bank at present, so we can't pay by credit card for the time being. (8) Can you introduce the washing method of product (a)? According to the company's relevant product knowledge, make a simple introduction. (9) I am from other places. What should I do if the product I bought is not suitable? According to the company regulations, we can provide foreign customers with mail and other ways to exchange goods. (10) The product I consumed is within the return period. Why not return it? Explain the company's return policy to customers, and explain that the products are not within the scope of return. (1 1) I am very dissatisfied with your service attitude. Please tell me the telephone number of the company, and I want to make a complaint. You are welcome to criticize our work. If you are not satisfied with our service, you can complain to the company (Tel: * * * * Contact: * * *), and the company will make a reasonable and fair investigation and handling. 3. Service Taboos Figure 3 I don't know the language, I don't know it. How can you be so ignorant! Be careful yourself. Buy whatever you want, don't rummage around! You can't just watch and not sell! You can't try on this dress until you buy it! Can you afford it? No vision, no commodity knowledge! Are you going to buy it or not? Rare and strange. Our things are very expensive! Mental derangement, without rhyme or reason! There are bargains here. Do you want to buy it? Don't try it on without money! Cheap enough to pick and choose! Don't buy it if it's too expensive! Everything in other stores is cheap, so you can go anywhere! Buy if you want, don't buy and don't force! I don't want to buy anything! We are a shop, not a stall! I didn't sell this dress, I don't know! Really not standard! Elbows holding chest, legs crossing, only thinking about their own work, ignoring customers interrupting each other's talk, endlessly showing their faces to customers, speaking illegibly, moving slowly, making customers waste too much time, judging customers with buzzwords, making irresponsible remarks, putting their hands in their pockets, and dividing customers into three or six categories. Treat customers differently, such as stretching, yawning, whistling, grunting, nobody watching, making strange noises on personal phone calls, discussing the company's operation in front of customers, standing against the wall, discussing colleagues and bosses getting together to chat and play, staring at each other, talking with customers in the aisle, affecting others' walking, and finally being impatient with customers. 4. Sales Specification Chart 4 Situation Steps Statement Precautions: When the customer enters the store, take the initiative to greet the customer. Welcome to the store. Please have a look around. Sincere, polite, eye contact, avoid being too enthusiastic, follow up. When customers show shopping information, repeatedly watch and touch the product mirror, try it on and approach customers at the right time. Do you need any help? How old are you going to buy a boy or a girl? Smile and make eye contact. When a customer is interested in a product, introduce the advantages and benefits of the product. Close-fitting, comfortable and easy to wear with both hands to show the introduced products. Smile and show confidence. When customers are interested in the products you introduced, encourage them to try them out. Let the children try their height. I will take the number you need and smile sincerely. Friendly invitation gesture When customers are interested in trying on or buying, pick up the goods on the shelves, invite customers to the right place to try them on, and help them try them on. Please come here and let the children have a taste. If it doesn't fit, they can replace it within a week. Polite invitation gestures smile and tell customers how to use and clean. Customers take the initiative to ask whether it is appropriate when trying. What do you think of this model? Does it look nice? What is the size? Pay attention to the customer's reaction. When the customer says it is inappropriate and asks whether to change the number or style, please try the smile invitation gesture again. When customers want to buy, they are invited to the cashier and pay with the cashier's receipt. Please follow me. Please pay at the cashier, and the cashier will help you. Smile, eye contact, invitation gesture, cash register process, tell the customer to check the total amount of money received and check the authenticity, count the change in front of the customer, and give the documents and change to the customer for check, totaling XX yuan, thank you! I will charge you RMB XX, please wait a moment! Please smile, make eye contact, sing, sing and pay the bill with both hands. Give customers change. After the sales process is completed, fold the products neatly, gently put them in the bag and hand them to the customers politely. The receipt has been put in the bag for you. I thank you. Welcome to pay attention to handling goods again. Tape patch pocket's mouth, smile and make eye contact. Try to promote other products to arouse customers' interest in buying through collocation, new products, quality and fashion. Matching: This shirt is very effective with this pair of pants, and many customers have bought this set. You can try new products and fashions: there just happens to be a batch of denim series that have just arrived, and this style is popular at present. Please come and see the quality: Did you buy our clothes? Many customers come back to buy. They are all made of cotton, which is not only comfortable and elastic, but also shows the introduced goods with gentle smiles and invitation gestures. When the customer says he won't buy it, he politely asks the reason and takes over the product. Ok, we will have a new batch of goods next Friday. Come back and see your valuable advice. We will adjust our products in time. Never mind, come again next time. Thank you! Keep smiling, don't turn your face, don't be sarcastic, and don't use the product as an outlet. Remarks: 1. You can flexibly use each acupoint according to the actual situation to achieve the best effect; 2. In terms of language, Putonghua should be the main language, and dialects can also be used according to actual conditions. 3. Pay attention to the opinions put forward by customers and summarize them. 5. Promotion promotion is a long-term marketing strategy of specialty stores, which is promoted according to different times, such as holidays, specific times (changing seasons, starting school, having a holiday, etc. ). Common promotion methods □ discounts □ gifts □ bundled sales □ joint promotion (with KFC, McDonald's, etc. ) □ Membership Card, Bonus Card □ Game Promotion □ Lottery □ Promotion of Children's Activities □ Series Products Chapter 5 Customer Management 1 Customer's conformity psychology □ Customer likes to go to crowded places □ Conformity leads to sensibility □ Conformity leads to blindness □ Customer's curiosity. □ What happened? Customers' psychology of accepting preferential treatment exceeds 1/3, customers are willing to accept discounts, but rational customers are increasing. 2. Individualization of factors affecting customer gathering □ Rather than appealing to you to be better than others, it is better to appeal to you to be different from others □ The decoration has obvious visual impact □ The atmosphere in the store can be adjusted by decorations such as light boxes and posters □POP application: POPs with different styles, pictures and colors can change the atmosphere in the store □ Soft light: it can make people feel happy and calm, and create a comfortable shopping environment □ Audio-visual effects (if conditions permit): some children's music can be played. ☆ Praise customers appropriately; ☆ Invite customers into the store; Distribute promotional materials or gifts at the door of the store. 3. Establishment and use of remote customer gathering □ customer files: establish files for customers who consume in specialty stores and notify customers when there are new products or activities; □ Use of DM: Distribute DM near commercial sections or specialty stores to attract customers; □ Advertising: placing appropriate advertisements in local newspapers, TV stations or other media at appropriate times, such as business opening, activities and holidays. 4. Taboos for gathering guests □ Deceptive gathering guests □ Hard dragging guests. Member management Establishing customer members is a long-term work of specialty stores. Having a certain number of members is of great help to improve the popularity of specialty stores and ensure their operating income. & 2.8 Law means that 80% of the profits of a product (enterprise) are generated by 20% of customers (products). 1) Method of establishing membership system As long as customers who have spent all their money in 200 yuan in specialty stores can become fairy tale members. You can manage the member list of the member store according to the following member list.