Bookstore Employee Code of Conduct

Bookstores are an indispensable part of popularizing and promoting scientific and cultural knowledge.

Below is the bookstore employee code that I compiled for you. I hope it will be useful to you! In order to improve the work efficiency and service quality of our store, the bookstore employee code has issued the following working rules. I hope to learn and encourage you together. Let us

Do it better and more professionally.

1. Make use of various opportunities and be a thoughtful person through various channels (readers, books, periodicals, exhibitions, advertisements), read more, learn more, ask more, and remember more, expand your knowledge through accumulation, and improve your appreciation of services and books.

2. Read various book catalogs and memorize the title, author, translator, publisher, and pricing. It is better to memorize more than 500 titles for the department category, so that you can answer the questions when asked.

You need to be familiar with the several translations of a book, a book published in several places with different titles, the title of a book's first edition and its second edition, etc.

For example, you need to be familiar with a writer's real name and pen name, the two pen names, the different transliterations of a foreign writer's two translated names, etc.

3. Be familiar with the representative works of famous writers such as: Sima Qian's "Historical Records", Chen Shou's "Three Kingdoms", Confucius's "The Analects", Laozi's "Tao Te Ching", Adam Smith's "The Wealth of Nations", Gu Hongming's "China"

"The Human Spirit", Freud's "The Interpretation of Dreams", etc.) and well-known works of a certain era.

4. Pay attention to the additions and revisions of a book. For example, some books have certain shortcomings, and after revisions in several editions, they have become a relatively complete work, or some new content has been added in several editions.

, readers should be able to tell when they ask.

5. Pay attention to new book advertisements, publication information, and book reviews in newspapers and magazines, and understand the advantages and disadvantages of the reviewed books (only when you know the advantages and disadvantages of the book can you do a good job of introduction).

6. When a new book arrives, you should flip through it, take a look at the content, and understand some of the features that are different from other similar books so that you can introduce or reply to readers.

7. Observe, study, and understand readers’ psychology, be busy but not chaotic, serve readers proactively and consciously, and handle conflicts with readers well.

8. Salespersons should pay attention to their dignified, clean and energetic appearance, pay attention to self-regulation of emotions before going to work, and cultivate good demeanor and friendly attitude.

9. When receiving readers, you should have active greetings, answers to questions, publicity and introductions, and polite farewells. When talking to readers, you should be friendly, pay attention to your tone and tone, use precise words, and do not use taboo words.

10. Be good at oral publicity (providing book publishing and sales information), recommending and guiding readers to purchase books.

11. Inquiries from readers cannot be answered with a simple shake of the head, nod, "don't know", "no", etc., but must be accompanied by an explanation. If the book is not available, explain the reason: out of print, out of stock, in delivery, published.

The book is being printed and is in transit. If the translation is not good, a new translation has been purchased elsewhere. It will arrive soon. We ask him to come over in a few days, or we have sold out and recommend him to other bookstores to buy it.

12. When readers ask inappropriate questions or make counter-offers or want to offer discounts, etc., we must be pleasant and explain patiently without showing contempt or arrogance or sarcasm.

13. If readers can’t find a book on the bookshelf, we have to run up to them and ask them gently to help them find it.

Even if we only buy a thin book, we must patiently and enthusiastically look for it for them, and don’t be afraid of trouble. Only when we sincerely contribute to them can we win the trust of readers.

14. When readers want a book and it happens to be out of stock, we can introduce books of the same type and similar level to them.

Pay attention to understand the readers' hobbies, and introduce the latest books of the same nature or the same author.

15. If a reader is looking for a book that cannot be purchased in our store, we can buy it for him.

The method is to register his name, address or phone number in a specific book, purchase the goods immediately, notify him when the goods arrive, and notify him if the goods are not available. Don't let him do it because the business of one or two books is too small and the procedures are too complicated.

Instead of being interested, be enthusiastic about it. This is the opportunity to serve readers.

16. Do not sell defective books to readers (books with incorrect binding, bad printing, soiling, or torn books should be separated. The first two types should be returned to the purchasing department, and the latter two should be sold at special prices when the opportunity arises).

If there are only a few copies left that are slightly damaged but the text is still intact, you can explain this to the readers and ask the relevant person in charge to sell them at a discount based on the degree of damage.

17. If you buy the wrong book or exchange it repeatedly, if it is not damaged within one or two days (some bookstores stipulate one week), you should exchange it or refund the book.

If there are binding errors or bad prints, if readers find that they have been exchanged, no matter how old it is, whether it is dirty or not, or whether it has been signed and stamped, we will all return it and apologize.

18. If there are deficiencies in the methods we have set (such as work procedures, purchase channels, etc.) or other departments have not done their job well, readers should ask for forgiveness, listen to opinions and make necessary explanations when they come to the store to ask questions.

, the readers’ suggestions for improvement should be recorded.