目录第一章总则···········································（2）一、企业简介············································（3）二、企业文化············································（4）三、企业标志含义··········································（5）第二章导购人员基本职责····································（6-10）一、导购的定义···········································（6）二、为什么需要导购·······································（6）三、导购人员工作职责····································（7-10）四、导购人员必备能力······································（10）第三章、导购人员服务规范·····································（11-19）一、个人素质与理念········································（11-12）二、导购员行为准则········································（12-13）三、导购服务的5S原则·····································（13）四、工作礼仪···········································（13）五、形象规范···········································（13-19）第四章、奖惩制度·············································（20-21）第五章、导购员日常工作流程···································（22-31）第六章、灯饰产品知识讲解·····································（32-54）第七章、灯具产品知识····································（55-69）第八章、卖场常问解答··········································（70-86）第九章、现场模拟··········································（87-89）第十章、导购销售技巧·········································（90-100）第十一章、顾客投诉处理技巧··································（100-102）编制说明············································（103）阿超灯饰有限公司导购员服务手册当您读这本手册时，您已进入一个新型用爱传递光明为己任的中国灯饰零售连锁领军企业------阿超灯饰，我们真诚地欢迎您成为阿超灯饰的一员！为了便于您更多的了解公司，请继续阅读本手册，它将对您今后在公司的职业生涯和销售工作带来很大帮助。第一章总则本手册的宗旨是使你在进入公司时尽快了解公司，明确你和公司必须承担的责任和义务，以便你能更好地开展销售工作掌握技能提升销量与公司共同成长，同时也是为规范企业管理，建立有效的管理机制，确保公司管理有章可循，提高工作效率，维护企业公共利益。适用范围：一、本公司员工管理，在遵守政府有关法令外，悉依本规则办理。二、本规则所称员工，系指本公司聘请所有从业人员。第一条全体员工应严格遵守本公司一切规章制度。第二条本制度随公司发展情况适时进行补充与修订。第三条员工应遵守下列事项：1、维护公司利益，遵守国家法律，在任何时间、场合均应树立公司的良好...
