第1页共40页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第1页共40页某钟表企业专卖店导购手册目录前言..........................................................2理念篇.........................................................2一、什么是导购...............................................................................2二、营业员是什么............................................................................2三、营业员是企业目标的直接实现者...................................................3四、营业员的工作使命与角色............................................................3五、营业员的具体职责......................................................................4素质篇.........................................................4一、营业员应具备的态度..................................................................4二、营业员应具备的技能..................................................................4三、营业员应具备的知识:.................................................................4四、营业员的仪容服饰......................................................................5五、营业员的肢体语言......................................................................5六、营业员的文明用语......................................................................5七、营业员的心理素质......................................................................6顾客篇.........................................................6一、洞察顾客心理............................................................................6二、掌握沟通原则............................................................................7技能篇.........................................................7第2页共40页第1页共40页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码：第2页共40页—、等待顾客，捕捉机会。...............................................................7二、顾客接触，解除抗拒。...............................................................9三、需求探询，问明需求。.............................................................11四、产品呈现，打动顾客。.............................................................12五、化解异议，建议购买。.............................................................17五、把握信号，促成销售。.............................................................21六、顾客赠言，留住人情。.............................................................23七、诉怨处理，铸就忠诚。.............................................................25陈列篇........................................................26一、陈列的AIDCA原则与效果要点....................................................26二、产品陈列目的..........................................................................26三、产品陈列要求..........................................................................26工作流程篇...................................................26一、营业前的准备..........................................................................27二、交接班及就餐..........................................................................27三、营业结束................................................................................27四、进出库产品作业.......................................................................27第3页共40页第2页共40页编号：时间：2021年x月x日书山有路勤为径，学海无涯苦作舟页码...
