Beauty management manual

Beauty salon cashier management manual

In order to strengthen service quality and fund management, this manual is specially formulated.

Cashier operation is not only to provide customers with checkout service, but also to provide customers with etiquette, attitude and information, manage cash operation, promote sales promotion and prevent losses.

Cashier is the facade of the store, and cashier is an extremely important part of the customer service chain, which has an important connection with whether the customer comes again. Therefore, cashier management must not be underestimated.

Cashier's manners and etiquette

appear

Neat uniform. The uniform is neat, simple, generous and full of vitality. The employee ID card must be worn on the left chest.

A refreshing hairstyle. Hairstyles should be coordinated with the face and clothes, or reflect the public's taste.

The makeup is moderate. Avoid heavy make-up, giving people a feeling of kindness, generosity and dignity.

Clean hands. Nails should be trimmed properly. Don't wear too bright nail polish or use colorless nail polish.

Full of energy.

Manners and attitudes

2. 1 At work, always smile, politely and actively receive and assist customers.

2.2 When a customer makes a mistake, don't blame it in person, but explain it to the customer in a polite tone.

2.3 Cashiers should keep calm and sober under any circumstances, control their emotions, and never argue with customers.

2.4 Employees should not talk loudly or chat with each other.

The cashier's correct hospitality language

Common hospitality expressions

When dealing with customers, cashiers should not only hang "please", "thank you" and "sorry" at any time, but also master the following terms:

Welcome/hello! Don't stare at customers when they approach the cashier or the service desk, or when they don't go to the cashier or the service desk. Observe the customer out of the corner of your eye, don't squint for a moment. )

Excuse me, please wait a moment. (If you want to leave the customer and do other care for the customer, you must say so first, and tell the other party the reason for leaving, and put the notebook, bills, money and other items in the drawer or close the cashier box. )

Sorry to have kept you waiting. (When the customer waits for a while)

Yes/OK/I see/I see. When the customer tells a story or receives instructions from the customer, he must not be silent, but must show something.

Thank you. Welcome next time. Please take care of your belongings. When customers check out, they must thank them for their patronage.

Total * * * * RMB/your RMB/your RMB. (When doing checkout service for customers, you must insist on singing tickets and checking large bills)

Situational language

When a customer complains, 2. 1. You should lead the customer aside first, listen carefully to the customer's opinions and record them. If the problem is serious, please ask the supervisor to explain. Its language is "Yes, I know what you mean, and I will let you go."

Reflect suggestions to the store manager, improve as soon as possible, or directly tell the store manager. "

2.2 When customers complain that they can't buy the cosmetics they need. Apologize to customers and give suggestions. Its language is "Sorry, it's just out of stock now, so I'll ask the beautician to recommend another brand to try" or "Would you like to leave your phone number and name, and I'll let you know as soon as the new product arrives".

2.3 I don't know how to answer the customer's inquiry, or I'm not sure about the answer. In this case, you should never answer "I don't know", but "I'm sorry, please wait a moment, and I'll ask the manager (or other experienced supervisors and technicians) to explain it to you."

2.4 When the customer asks about the efficacy and authenticity of the product. Tell customers with a positive attitude: "It must be genuine and sell well. If you are not satisfied, you are welcome to refund and exchange the goods. Oh, do you want me to ask teacher XX to explain the usage and precautions to you? "

2.5 When the customer requests to package the purchased cosmetics. Tell the customer with a smile: "OK, please check out at the cashier's office first, and then please go to the front desk (gesturing with palms up at the same time), and someone will help you pack.

2.6 When customers ask about preferential services and promotional activities. You should give flyers or other printed promotional materials to customers and say, "Thank you for your concern. The following is the details, please take your time. "

2.7 When the customer presents the membership card, letter of introduction card, discount card and monthly card for checkout. The situation is to remind customers, "Excuse me, do you have your XX card?" Or "Excuse me, are you a member? Our store has a special discount for its members. You can fill in (send a card to the customer) by the way "; In one case, when the customer shows the xx card, "Thank you again for your support, and you can enjoy the xx discount of RMB * * * *, and you only need to pay RMB"; When you finish the bill, you should say, "Here is your change. Please take good care of your xx card. Welcome to introduce your friends. Please go. "

Service items of service desk

A well-planned service desk (reception area) can provide customers with many other additional services and increase customer satisfaction, which is an indispensable part of a beauty shop.

answer a call

When the telephone rings twice, you should pick up the receiver. When you answer the phone, you should tell the other person kindly and politely: "Hello, Jindao Fashion". Always say "please", "thank you", "sorry", "please wait a moment" and "thank you for waiting".

When looking for someone else's phone, ask the other person's name and the name of the person you are looking for, and ask the other person to wait a moment and convey it.

Prepare post-it notes at any time and record each other's messages for post-processing.

When you answer the phone, you should sound "hmm" in time to let the other party know that you are listening. When the call is over, gently put down the receiver.

Customer inquiry

We should give a specific answer to any customer's inquiry in a polite way and after listening healthily. Never be casual or casual. If you must use gestures to indicate the direction, put your palm up. If the customer's inquiry or complaint cannot be answered or handled satisfactorily, the supervisor on duty must be asked to handle it.

Customer-oriented service

3. 1 After the customer enters the door or stays at the door for a period of time, if there is no reception, start to greet the customer and say, "Hello, welcome, who are you?" .

3.2 If customers are full or employees are serving customers, they should say "Sorry, there are many guests, please wait in the lounge", and make a guiding gesture (the gesture should point to the lounge with palms up), lead customers to the lounge, offer tea, newspapers and magazines, and say "Please use water/instruct the staff to serve fruits, etc. , you should wait a while "and ask the customer if he is familiar with it.

3.3 When there is a vacancy in the operating room, the customer should be informed that "I'm sorry to have kept you waiting. Please come with me, I have already greeted your familiar XX division ",or" Sorry to keep you waiting, your familiar XX division has a day off. Can I introduce you to a XX division? "

3.4 When there is a vacancy in the operation department, you should say "Hello, welcome, the service you need is ..." After the customer explains the requirements, ask "Do you have a familiar XX division or a designated XX division?" . If the XX branch designated by the customer is busy, you should ask, "Sorry, the XX branch designated by you is busy. Would you like to wait for a while or should I recommend a XX teacher to you? "

3.5 Lead the customer to the beauty service area and hand it over to the beautician. After that, the customer left and returned to his post.

3.6 Customer Delivery Services

3.6. 1 When the customer sends something, it should be stored in person, locked in a locker and given a key card or number plate.

3.6.2 When taking things, you should refer to the number plate and take out the correct things for the customers, so as not to be confused. If there is any mistake, report it to the supervisor on duty immediately.

Customer complaints

When customers complain, listen to their opinions carefully, don't interrupt them, and don't argue with them.

Handling of items forgotten by customers

When customers have items that have not been taken away, mailed items that have not been retrieved, or lost items that customers have come to look for (inquire about), they must be recorded in the "Customer Forgotten Items Record Sheet" for customers to come and collect, or return them to the owner quickly when someone collects them.

5. 1 Please fill in the "List of Items Forgotten by Customers" clearly and accurately and sign it.

5.2 If a customer comes looking for something, please describe the contents of the lost property in detail. If you don't find it, you should first record it on the "Customer Forgotten Items List" and leave the phone number and address of the owner. When someone finds it, they should inform the owner to claim it. If it is still not found after a few days, the owner should also be informed.

5.3 If cash, securities and valuables are found, they should be stored in a specific place (such as a safe) immediately after registration and reported to the supervisor.

5.4 The handling of forgotten items shall be carried out at the service desk. When collecting, it should be checked with the "List of Items Forgotten by Customers". If the verification is correct, the full text will be presented and the recipient will sign it.

5.5 If the goods are unclaimed when the personnel on duty at the service desk are off duty, they should explain the situation to the successor or be handled by the supervisor on duty.

5.6 Service desk staff should form the habit of observing and measuring customers who come to the store and operate for Jindao Store.

Prepare for analysis. It is necessary to record the time, age, gender, peers and service items of customers who come to the store. At the same time, it is necessary to distribute promotional materials in the store and services.

Code of practice for cashiers

Cashiers are not allowed to carry cash with them.

Except tea, other personal belongings can't be put at the cashier.

Don't leave the cashier during office hours.

The cashier checks the bill with the service document signed by the beautician and keeps the document for reconciliation.

During the non-cashier operation, it is not allowed to open the cash box at will to count or count money.

When the cashier is at work, don't talk and laugh, keep a good standing or sitting posture, and always pay attention to the dynamics in front of the cashier.

Cashiers should be familiar with discounts and promotions in the store in order to check out correctly.

Settlement procedure

Welcome customers. When the customer checks out, he should smile, make eye contact with the customer and say, "Welcome."

According to the service document signed by the employee, the amount shall be settled, and the customer shall be informed of "total * * * * * Yuan" (see 4.2.7).

Accept the money paid by the customer, say "I will charge you ×× yuan", and check whether it is counterfeit. If the customer doesn't pay the bill, he should repeat it politely and don't show impatience.

Give the customer the change and say, "Your change is ×× yuan".

Find the right change

4.2 Put the money below, the change above, and give the cash together with the XX card to the customer with both hands.

4.3 When the customer has no doubt, put the cash in the cashier's box.

Thank you sincerely and say, "Thank you! Welcome to visit next time ",smiling, watching the customers leave and making cashier records.

Precautions for cashiers before, during and after business.

Before business

Clean and tidy the cashier operation area.

Arrange and supplement the necessary items for cashier and service operation, such as round magnets, money counting oil, various notebooks, forms, paper clips (pins), staplers (nails), pens, post-it notes, receipts, leaflets, clean rags, etc.

Arrange and replenish sample display cabinets.

Prepare petty cash

Apparel appearance inspection, including: whether the uniform is neat, whether to wear identification card, hairstyle and appearance.

Whether it is refreshing and neat.

Memorize the discount of the day's preferential items and the shift situation of the beauty instructor.

be in business

2. 1 Attract customers

2.2 Do checkout service for customers

2.3 Special cashier operation processing

2.3. 1 Gift exchange or souvenir giving

2.3.2 Discount of cash coupons or discount coupons

2.3.3 Discount treatment

2.3.4 member consumption records

2.4 When no customer checks out.

2.4. 1 sort out and supplement the items in the checkout counter, service desk and rest area.

Exchange petty cash

2.4.3 Organize various records such as customers' coming to the store and cashier.

2.4.4 Clean the environment.

2.5 Intermediate collection operation: refers to the operation of handing over money (leaving petty cash) to the safe for safety when there are a large number of cashiers during the peak business hours.

2.6 Assist and guide new employees.

2.7 Customer consultation and complaint handling

2.8 Answer the phone and guide customers to deliver things.

2.9 Distribution of leaflets in shopping malls

2. 10 Handling of items forgotten by customers

2. 1 1 cashier handover settlement operation

2. 12 One-day closing operation

after work

3. 1 Sort out all kinds of vouchers and receipts.

3.2 Settle the total turnover and make records.

3.3 Organize the cashier, service desk, rest area and surrounding environment.

3.4 Assist the field staff to deal with the aftermath.

3.5 Turn off the power supply, stereo, etc.

currency management

Customer payment method

In addition to paying cash, customers can also use other means, such as various cards and cash coupons issued by beauty shops, collectively referred to as quasi-cash, which is also the most prone to problems.

When the cashier collects these quasi-cash, he must first confirm whether it is effective.

Cashiers must pay attention to various ways of using quasi-cash, such as whether it can be used by stages.

After the quasi-cash acceptance is completed, it shall be invalidated immediately.

After receiving the quasi-cash, it should be carefully kept and returned together with the cash to check the cash expenditure.

2. 1 In principle, cash cannot be withdrawn from the cashier for other purposes.

2.2 If the customer returns the purchased cosmetics or is dissatisfied with the service and needs to refund the money, it must be signed and agreed by the supervisor on duty. For the management of large bills, the signature of the supervisor should be kept.

3. 1 When the banknotes have accumulated to a certain amount (such as 5000 yuan), the supervisor on duty shall be required to take them back to the safe immediately.

3.2 Each time a large bill is collected, the amount and face value shall be counted and registered in the "Intermediate Payee Record Book", which shall be signed by the cashier and the counting supervisor respectively.

Small fund management

4. 1 Before opening every day, properly prepare and keep the petty cash to ensure the safe operation of cashier. 4.2 When the petty cash is insufficient, don't shout loudly, but ask the customer to wait for a while and exchange it quickly.

4.3 When exchanging petty cash in business, you should fill in the "petty cash exchange form" for future verification.

Error handling of fund receipt and payment

5. 1 Before coming off work, the cashier must check the cash, quasi-cash and the amount received at noon that day with the money counting supervisor or the store manager, and check the shortage or redundancy against the service receipt signed by the beautician.

5.2 The cashier shall be responsible for any shortage or surplus, so as to strengthen the cashier's sense of responsibility and reduce the occurrence of fraud.