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我叫刘淑琴,是北京市百货大楼的售货员,市人大代表。我曾亲耳聆听过全国劳动模范、“一团火”精神的代表张秉贵师傅的谆谆教诲,观摩过张师傅被誉为燕京第九景的“一抓准”售货风采。从那时起,我就暗下决心,潜心研究商品、顾客心理和服务用语。几年下来我总结出“四声”、“五心”、“一讲究”的售货方法。“四声”——顾客来了有迎声,走了有送声,问询有答声,售货过程有请声;“五心”——主动介绍要耐心,挑选商品要诚心,包扎商品要精心,量剪商品要细心,退换商量要热心;“一讲究”——讲究柜台语言艺术。事实证明,我的售货方法赢得了广大顾客的认可和信赖。
My name is Liu Shuqin and I am a sales representative and a member of the municipal people’s congress in Beijing’s department store. I have earnestly listened to the teachings of the master Zhang Binggui, the representative of the national labor model and the spirit of “a group of fire”, and observed the selling style of Zhang Master who was hailed as the ninth Jingjing of Yanjing. Since then, I have been working hard to study commodities, customer psychology and service terms. A few years down I summed up “four sound ”, “five hearts ”, “a stress ” sales method. “Four sound ” - The customer is welcome, there is a voice to go, the inquiry answered, the process of sales please voice; “Five Hearts ” - take the initiative to introduce patience, the selection of goods to Sincere, bandaged goods to be careful, the amount of cut goods to be careful, to be returned to discuss enthusiasm; “a stress ” - pay attention to the counter language art. Facts have proved that my sales methods have won the recognition and trust of the majority of customers.