How to serve customers in the supermarket?

The business address of large supermarkets is located in commercial centers, suburban areas, traffic arteries and crowded places, with large flow of consumers and standardized services; For this kind of customers, we put forward the following service policies, service slogans, service standards and service features:

Service policy-improving customer satisfaction is our constant commitment; Excellent service is our eternal pursuit;

Service slogan-smiling service, efficient service, comprehensive service and satisfactory service;

Service standard-good service attitude; Excellent service level; Fast service efficiency;

Service features-actively contact customers and truly implement the principle of "customer first";

Excellent service effect, 100% customer satisfaction.

I. Operating characteristics

1. The sales method is self-purchase and one-stop shopping service;

2. The business address is mainly in commercial centers, major traffic routes and densely populated residential areas.

Consumers are mainly local residents and mobile consumers, and people from all walks of life have them.

4. The counter is clean and tidy, and the bar and box are the counters of Chen Li and Chen Li respectively, which are novel and tidy;

5, meet the requirements of different grades of goods. Large supermarkets face a huge number of consumers, composed of consumers from all walks of life, and their needs are also different;

6, into, sales, storage records, accounts are relatively complete and clear;

7. Provide quality services. Standardized service, with fixed sales staff in charge of sales, can guide consumption, guide fashionable cigarettes and spread modern consumer culture;

8. The store is large in scale, neatly dressed, and the service is unified and standardized. High integrity, more standardized after sales;

9. Gather famous Chinese and foreign cigarettes;

Second, customer demand.

1, it is necessary to clarify the ownership of the account manager service area;

2. Make clear that the account manager, telephone interviewer and delivery staff will serve customers specifically.

① Time (to prevent customers from knowing the latest policies and receiving goods in time) ② Frequency (how to deal with the relationship between the company and customers, and the improvement of visiting quality will affect the increase of customers' demand for visiting frequency) ③ Mode (such as telephone visit and personal visit) ④ Contact telephone (to ask customers to contact the account manager in time when they have problems) ⑤ Work content (daily work of the account manager) ⑤ Responsibilities (customers should know what rights the account manager has now and avoid it).

3, cigarette brand (specification) unified wholesale price, retail price list, cigarette storage knowledge, cigarette knowledge (there is a certain demand for cigarette origin, specification, packaging, taste, smoking, formula, circulation, and description of true and false cigarettes);

4. Provide personalized services such as sending blessing messages on holidays;

5. Implement the operation of "openness, justice and fairness"; Have the right to know, participate and supervise; Such as price adjustment, new product listing, supply change, gift box delivery, increase or decrease policy, the company's latest marketing promotion, etc.

6. Meet the demand of tight cigarettes (only when cigarettes are not out of stock and are not stopped can normal operation and stable profit level be guaranteed);

7. Strengthen the promotion of cigarette brands and diversify the promotion during the festival;

8. Diversification of cigarette brands;

9. Meet the demand of smoking structure of middle and low-grade cigarettes;

10, the quality of cigarette products should be strictly controlled, the packaging of cigarette products should be intact and the coding should be complete;

1 1, cigarette packaging should not be changed frequently, and customers should be informed in time when changing;

12, cigarette products in the sales of quality problems should be timely feedback information;

13, value-added service demand; Is to meet the unexpected needs of customers, guide customers to obtain higher operating profits, improve their own quality, and become customers' marketing assistants;

14, standardize the market; Only market standardization can create a good business environment;

Third, service standards.

1, respect customers, sincere stalemate.

To understand the principle of "10- 1 = 0", ten birds died in the tree, leaving only a few birds. The meaning of this passage is to be patient and explain clearly when dealing with problems, so that customers know that we are here to guide customers to achieve profit goals, and we can't let customers misunderstand us.

2, improve their image and comprehensive quality.

Account managers go out to visit on behalf of tobacco companies. While doing a good job of visiting, they should also pay attention to their image quality. This requires that the account manager must dress neatly, wear a work permit, be neat and tidy, be passionate about the customer's language and work, and be confident, supercilious and warm and generous in treating customers and consumers; At ordinary times, we should strive to improve our language expression ability, thinking and analysis ability, market forecasting ability, adaptability to special circumstances, tobacco monopoly knowledge and marketing theory knowledge, and contribute to the company.

3. Provide quality services

(1) Meet the demand of supermarket sales accurately and quickly, establish a green channel for cigarette sales, reduce the problem of order delivery time, and deliver goods in time.

(2) Provide Shang Chao with holiday cigarettes, relevant information and publicity plans for image promotion, and pay attention to putting them in place.

③ Tobacco delivery policy standard: We should deliver cigarettes reasonably according to market demand, and it is suggested not to change the tobacco delivery policy frequently.

(4) Timely provide information on tight cigarettes and launch new products.

⑤ In the case of damaged cigarette packaging and poor taste, we should find out the reasons in time and solve them.

⑥ Don't make big adjustments when the order forms the original data.

⑦ The establishment of distribution service questionnaire can find problems in time and solve them on the spot.

⑧ Introduce relevant cigarette knowledge, company system and distribution policy. Organize customers to learn relevant knowledge when necessary;

4. Learn to put yourself in others' shoes;

Only when the account manager understands the customer's difficulties can he go deep into the market and integrate into it; Think more about customers and always put yourself in their shoes, and you will find more problems in your work, so as to do practical things and do good things for customers better;

5. Be creative;

Account managers need not only a sense of standardization, but also a certain sense of innovation, seeking innovation in standardization and development in standardization;

6. Take the initiative to contact customers;

The process of customer manager's market service is also a process of information interaction. Strengthening information contact with retailers can not only enhance retailers' loyalty to tobacco, but also obtain real first-hand market information smoothly.

7. Coordinate the cooperation among the three members;

Account managers often encounter problems that are difficult for individuals to solve in their work, which requires multi-member cooperation and exclusive marketing to solve work problems inside and outside the market.

8. Be familiar with the natural situation of customers;

① It mainly includes customer name, family members, family anniversary, customer level, law-abiding situation and sales characteristics;

(2) Let customers record the complaints, emergency replenishment and telephone numbers of account managers and distributors of tobacco companies;

9. Record the marketing policies of large supermarkets;

When a new brand goes on the market or in order to effectively improve the cigarette structure of customers, large supermarkets will adopt certain marketing policies. When visiting, the account manager should tell the customer the start and end time of this marketing and the specific treatment that can be enjoyed when ordering a certain grade of cigarettes, and record it at the same time, so that the customer can decide the specific order variety and quantity according to the terms when ordering;

10. The account manager shall record the customer's suggestions;

The account manager's specific practices and suggestions on the customer's commodity setting, business model and how to form characteristics can be recorded for reference.

1 1, praising the good practices of customers;

Customers' good practices of clearly marking prices, maintaining tobacco image and unique times in cigarette retail must be recorded and praised, such as: "This is a good practice!" "Your practice should be promoted among all customers." "You not only realized the price tag yourself, but also organized the customer's self-discipline. We salute you! " . In order to meet the needs of customers to realize their own value after realizing profit demand;

12. Encourage customers to write down their opinions and suggestions on tobacco companies;

Customers sometimes want to put forward their views and opinions to tobacco companies, but the account manager arrived, because of busy business, and he didn't have time to say it. Maybe he felt valuable at that time and forgot it after a while. Therefore, customers should be encouraged to make records in the manual, so that even if the owner is not there when the account manager visits, someone else will hold the store on behalf of them and realize two-way communication;

13, familiar with relevant tobacco monopoly laws and regulations;

Requirements should be concise, not lengthy, causing customers' rebellious psychology. For example, an enterprise or individual that has obtained a tobacco monopoly retail license shall purchase goods from a local tobacco monopoly wholesale enterprise and accept the supervision and management of the tobacco monopoly license issuing authority.