1 湖南塞飞洛专卖店营运手册 2010 年( 修订版) 2 目录第一章专卖店管理标准第一节终端的职能·············································· 第二节终端的组织结构·········································· 第三节专卖店员工守则·········································· 第四节专卖店行政管理制度······································ 第五节专卖店岗位描述··········································· 第六节店长每日工作检查项目列表································· 第二章专卖店货品管理标准第一节进货管理作业············································· 第二节存货管理作业············································· 第三节经营商品管理作业········································· 第三章专卖店导购员服务标准第一节礼仪标准················································· 第二节服务流程标准············································· 第三节导购员服务标准··········································· 第四节专卖店绩效考评项目明细分值表····························· 第四章专卖店顾客管理作业标准第一节顾客资料的收集··········································· 第二节顾客资料基本内容········································· 第三节顾客资料的整理和维护····································· 第四节顾客营销················································· 第五章专卖店售后服务标准第一节售后服务的重要性········································· 第二节售后产生的原因··········································· 第三节顾客投诉的方式··········································· 第四节售后处理流程及方法······································· 第五节售后处理标准············································· 第六章专卖店形象管理标准第一节专卖店环境卫生管理标准··································· 第二节专卖店形象管理标准······································· 第七章专卖店资讯管理第一节专卖店资讯分类··········································· 第二节专卖店表格标准格式及使用说明····························· 第八章专卖店安全管理标准第一节专卖店安全管理的目的····································· 第二节专卖店安全管理作业······································· 第三节专卖店安全管理的重点····································· 第一章专卖店管理标准 3 第一节终端的职能 1,品牌形象的传播者专卖店是品牌形象的体现者, 更是品牌形象的传播者?它向消费者传播的是看得见?摸得着的产品形象和可以感受到的服务质量和管理水平?专卖店的形象直接影响到品牌的形象? 2,商品与顾客的沟通者顾客在专卖店可以与商品进行充分的交流和沟通, 专卖店让顾客在其中直接感受到商品的品质和品牌的风格?3,总部各项政策的执行者专卖店从形态上讲是一个独立的单体店, 但从组织形式上讲, 它是整个连锁组织中的一员?专卖店并不是孤立的, 总部各个职能部门为其提供相应的管理和服务?门店一系列作业活动均应按照总部的统一规划和规范标准来执行?因此,门店是总部各项政策的执行者? 4,收入和利润的实现者专卖店是商品的交易场所,良好的形象和服务,赢得了顾
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