【精品】湖南塞飞洛专卖店营运手册.doc

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··········································· 专卖店绩效考评项目明细分值表····························· 专卖店顾客管理作业标准 顾客资料的收集··········································· 顾客资料基本内容········································· 顾客资料的整理和维护····································· 顾客营销················································· 专卖店售后服务标准 售后服务的重要性········································· 售后产生的原因··········································· 顾客投诉的方式··········································· 售后处理流程及方法······································· 售后处理标准············································· 专卖店形象管理标准 专卖店环境卫生管理标准··································· 专卖店形象管理标准······································· 专卖店资讯管理 专卖店资讯分类··········································· 专卖店表格标准格式及使用说明····························· 专卖店安全管理标准 专卖店安全管理的目的····································· 专卖店安全管理作业······································· 专卖店安全管理的重点····································· 第一章 专卖店管理标准 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，赢得了顾客，使得商品实现销售。