目录第 1 章 前 言................................................................21.1 组织结构................................................................21.2 店员的职责..............................................................21.3 服务原则................................................................31.4 服务仪容................................................................31.5 日常营业流程............................................................3第 2 章 售前准备..............................................................4第 3 章 售中服务..............................................................63.1 销售区工作..............................................................63.2 收银区工作..............................................................9第 4 章 售后服务－处理投诉...................................................114.1 售后服务的原则.........................................................114.2 售后服务内容...........................................................114.3 售后服务的接待.........................................................114.4 售后服务技巧...........................................................124.5 售后服务记录...........................................................13第 5 章 忙碌时的待客法.......................................................145.1 销售区.................................................................145.2 收银区.................................................................14第 6 章 空闲时的工作.........................................................156.1 销售区.................................................................156.2 收银区.................................................................156.3 交接班.................................................................15第 7 章 营业结束.............................................................167.1 营业结束的工作流程.....................................................167.2 销售区.......
