店舖能有效地運作重點在於店舖主管能否確實地執行公司之服務標準。 經過這5天觀察, 到過了15間分店和13間競爭對手店舖; 發現除店員在銷售技巧和主動性需改進外, 主管與店員之間亦欠缺了一點默契和合作性, 這可能是導致店員未能有更佳表現之其中原因。 改進前線同事, 除了一般銷售及服務技巧訓練之外, 相信有效激勵員工方法及建立服務文化更能提升前線同事質數。
簡單易明的銷售流程能令前線同事更有效地掌握每樣工作。 明顯地, 現在欠缺了較為明確的流程指引, 令同事傾向於以自我標準的方法去執行工作, 令服務水平不穩定。 另外, 同事亦忽略了語言及非語言之重要性, 未能與客人建立互信關係, 要改善銷售過程, 除溝通技巧上應加強訓練以外, 主管亦需作出即場教導。
因在銷售過程中與客人交流不多, 所以未能與客人建立良好關係, 從而末能提高客人的購物意欲。
- DaveLv 51 decade agoFavorite Answer
Effective operation of a shop relies on the ability of Shop Manager to carry out the Service Standard as set by the company in full extent. After this 5-day observation covering 15 own shops and 13 competitors’ shops, I discovered that there is room of improvement for Salespersons on the areas sales skill and initiative, and I also found that understanding and cooperation between Shop Manager and Salespersons is not enough. This is probably one of the reasons resulting to the unsatisfied performance of the Salespersons. To improve the front-line service, in addition to general training on sales and service skill, I believe effective motivations and building up of a corporate culture of excellent service will be more helpful to raise the quality of the front-line staff.
Front-line Operation Analysis
Simple and easy-to-understand sales procedures/flows will help front-line staffs master each job/duty more effectively. Apparently, now because of our lack of a clear set of procedure guidelines, staffs tend to use their own standard to carry out duties, which results in unstable standard of service. Furthermore, staffs have overlooked the importance of verbal and non-verbal communication, and hence no trust can be established between customers. To improve the sales process, not only should we strengthen their communication skill, Shop Manager should also give on-site guidance to them as well.
Merchandises in some of the shops are relatively untidy , a lot of stuff and merchandises being messed up on the rear-desk.
Hair of some of the male staff is too long or dyed weirdly.
Some staffs fail to put on their uniforms and wear their name badges after shops open for business, a lack of professionalism.
Windows, wall units and merchandises of some shops are not that neat and tidy.
2009-06-13 17:39:40 補充：
The attitudes of some staffs give laxity impression to customers, performing unprofessionally.
Most of them only answer upon questions from customer, lacking initiative in sales process.
They fail to initiatively understand the needs of customers or recommend suitable products to them.
2009-06-13 17:42:02 補充：
Staffs are not confident when they are introducing products to customers. They are unable to give details of the products but only ask customers to try to wear.
When customers try to wear, staffs fail to give advices in order to push the customers to buy.
2009-06-13 17:42:28 補充：
Because of insufficient communication in sales process, staffs are unable to establish good relationships with customers, hence failing to raise customers’ purchase desire.
2009-06-13 17:43:16 補充：
Take no initiative to introduce after-sales service, such as repair and maintenance.
Some staffs fail to make necessary adjustments to products before being tried by customers.
Some staffs fail to understand the extent to which customers satisfy with the products after being tried.
2009-06-13 17:44:01 補充：
Some staffs do not explain to customers about invoices and discount coupons.
- Ka ManLv 41 decade ago
Store can function effectively, focusing on whether the shop is indeed in charge of implementation of the Company's service standards. Observed after 5 days to 15 stores over 13 competitors and shops; found that in addition to the sales staff need to improve the skills and initiative, the executives and staff are also far from the point between the understanding and cooperation, which may be staff failed to lead to better performance why. Improve front-line colleagues, apart from the general sales and service skills training, in addition, I believe an effective way to motivate staff and build a culture of service quality can enhance the number of front-line colleagues.
Analysis of front-line trading
Simple front-line colleagues in the sales process can more effectively grasp the work of every kind. Obviously, now the lack of a more clear process guidelines, so that my colleagues would prefer to self-standards approach to the implementation of the service level of instability. In addition, my colleagues have also neglected the non-verbal language and the importance of, and fail to establish mutual trust relationship between the guests, it is necessary to improve the sales process, with the exception of communication skills training should be strengthened on the outside, that is, the market should also be competent to teach.
2009-06-15 18:44:27 補充：
Goods than the messy part of the shop, the background filled with goods and sundries.
2009-06-15 18:44:32 補充：
Some male colleagues long hair, or hair more exaggerated.
Some colleagues in the shops has not been dressed after they did not wear uniforms and name plates, the lack of a professional.
There are the windows of shops, and other goods to the counter and could not keep clean.
2009-06-15 18:44:52 補充：
Sale of services:
Colleagues to give the guests a behavior散慢feeling, not the professional image of behavior.
More than a question-and-answer form of communication with customers, sales during the lack of initiative.
2009-06-15 18:45:09 補充：
Question did not take the initiative to understand the customers needs, or take the initiative to promote the right goods to the guests.
Colleagues in the introduction which is not enough confidence, only tried to give guests details are not made.
2009-06-15 18:45:23 補充：
Colleagues not to wear when giving advice to promote the purchase of the guests.
In the sales process and the exchange of small guests, we have not been able to establish a good relationship with the client in order to enhance the guests at the end to desire.
2009-06-15 18:46:05 補充：
Take the initiative to introduce a lack of after-sales service, maintenance and so on.
Some of my colleagues tried to guests did not adjust the goods.
2009-06-15 18:46:10 補充：
Some of my colleagues didnot understand the wear after the guests satisfaction.
Some of my colleagues explained to the guests notes and discount coupons.Source(s): google
- Anonymous1 decade ago
- 1 decade ago
Whether can the shop 舖 operate effectively key lies in the shop 舖 manager to carry out service of standard truly the company. After these 5 day of observations, had been to 15 branch stores and 13 competitor shop 舖; Discovery except sales clerk outside the sales skill and the initiative must improve, between the manager and the sales clerk has also been short of a tacit understanding and the cooperation, this possibly is causes the sales clerk not to be able to have a better performance reason. The improvement front colleague, besides general sales and the service skill training, believed that drove effectively the staff method and the establishment service culture can promote the front colleague prime number.
The front transport business analysis simple Yi Ming sales flow can grasp effectively the front colleague each type of work. , Now has been obviously short of the more explicit flow direction, makes the colleague to favor in carries out the work by the self-standard method, makes the service level not to be unstable. Moreover, the colleague has also neglected importance of the language and the non-language, has not been able to establish the mutual confidence relations with the visitor, must improve of the sales process, should strengthen the training besides the communication skill, the manager must make is the field guidance.