Customers should be enthusiastically taken to places where they need goods.
2. What if the customer doesn't know the performance of the goods?
Employees are required to know the origin and performance of goods like the palm of their hand, and patiently explain to customers to satisfy them.
3. What should I do if I meet a customer looking for a shopping basket or shopping cart in the store?
Introduce the location of the shopping basket or shopping cart to the customer or help him get the shopping cart.
4. What if the customer needs help?
No matter where you work, you should regard serving customers as the most important part of your work. When you see a customer struggling to carry goods, you should take the initiative to help him.
5. What should I do if the customer asks for service when the employee goes to work (referring to replenishment and tally)?
Immediately stop what you are doing and patiently provide customers with the services they need.
6. What should the supermarket do with the old, the weak and the sick?
Give special care to the old, weak, sick and disabled, and every employee should help them when shopping.
7. What should you do when you see a customer feel uncomfortable?
You should: take the initiative to go over and ask him if he needs to rest in the lounge. If there is an emergency, please get in touch with any supervisor or manager quickly and deal with it in time.
8. What should I do if the customer is accidentally injured in the supermarket?
Take immediate rescue measures and apologize to him. If it is the reason of the supermarket, it is necessary to inform the customer service department in time and consider relevant compensation.
9. What if the child is separated from his parents?
A. Send the children to the service desk, give them to the customer service staff or send them to the customer service desk;
B, broadcast to find someone.
10. What if employees pass by other departments and are asked professional questions by customers?
When you encounter this problem, you should smile and say, "Sorry, I am not an employee of this department. Please wait a moment, I'll ask my colleagues in this field to explain it to you. " Remember: don't keep the other person waiting too long or leave by yourself.
1 1. At the same time, three customers asked you what to do.
Ask two questions, take care of three, first receive the first customer, let the other two wait, let you wait for a while, and receive you immediately, so that customers can keep a good mood while waiting. When receiving the second customer, he said, I'm sorry to have kept you waiting.
12. What if the customer's question cannot be answered?
You can't promise or answer questions that are beyond your authority. Ask the customer to wait a moment and explain that you need to find a superior supervisor to help them solve the problem.
13. What should I do if I accidentally hit the customer while loading?
Apologize to customers, try to get the goods when there are few customers and remind customers in time to prevent collisions.
14. What if water, drinks or sundries spill on the ground?
Clean it up quickly or ask employees or shopping guides in the nearby area to clean it up so as not to bring inconvenience to customers.
15. What should I do if I find an empty tray or useless sundries on the aisle?
Once found, clean it up immediately.
16. What about customers who refuse to leave their bags?
State the purpose of checking your bag: "We want you to check your bag for your safety, so as not to lose valuables when shopping." Second, keeping bags is a free service for you, which is convenient for you to shop.
17. What should customers do if they want to borrow their mobile phones?
Use your own phone to help customers dial or take customers to the customer service desk to use the company's customer service phone.
18. What should I do if I meet a deaf-mute or a foreign customer?
Serve the customer patiently and introduce the situation to him (in writing).
19. What should I do when a customer asks about DM newsletter?
Introduce the customer to the service desk, give the customer a promotional newsletter and tell the customer: "Here are the details, please consult and buy slowly."
20. What if the customer is not satisfied with the purchase and wants to return it?
First, warmly introduce them to the return/exchange office, and the return/exchange personnel will receive them to apologize to the customers, patiently ask the reasons, and implement them according to the relevant return and exchange standards to satisfy the customers.
2 1. What if the customer doesn't look after the supermarket equipment?
Explain to customers that they should be careful not to be hurt by the equipment.
22. What should I do if I am abused or beaten by my customers?
Employees involved should be calm and not have disputes or conflicts with customers. Any employee present shall immediately notify any supervisor or manager to be present for handling and coordination.
23. What should I do if I meet an unreasonable customer?
A, lead customers to places with few people.
B, patiently explain to customers.
C, timely report to the superior leadership, please the foreman and supervisor to adjust and solve.
24. What if there is a quarrel or fight between customers?
Persuade patiently and inform the security guard to guide in time.
25. What should I do if I meet a reporter?
Smiled and told reporters that we can't be interviewed during working hours. Please contact the office of the general manager of the company for the interview, inform the customer service department to receive, lead or tell the way.
26. What about orphan goods?
Please ask the clerk to clean up the goods in this area in time, and send the orphan goods back to their own areas or put them in designated places for unified recycling.
27. What if two barcodes are found for the same commodity?
Find the relevant supervisor immediately and confirm which barcode is correct or what its purpose is.
28. What if the arrangement is chaotic?
Employees should arrange noodles in time according to the area, and goods not in the area should be returned to the area in time.
29. What if there are no goods that customers want to buy in the store?
Apologize to the customer: "Sorry, the goods you need are temporarily out of stock, and we will communicate with the purchasing department in time." At the same time, introduce him to substitute goods. And record the goods needed by customers and report to the supervisor.
30. What about the damaged and scrapped goods?
The clerk tidied up and took out the row of noodles and stored them in the designated location.
3 1. What should I do if the goods in the store are badly damaged?
Some appropriate measures can be taken to ask the clerk to clean up the damaged goods in time, withdraw them from the row, and propose a return, exchange or other measures to the supplier.
32. What should I do if I find a customer holding unweighted goods in the store?
You should tell him the location of the weighing place with a smile and let him weigh it for settlement.
33. What should I do if I find that the customer has opened the package of the weighed goods and added the goods without permission?
Stop it in time, and then take him to weigh.
34. What should customers do if they have questions about the quality of goods?
The goods we sell are all produced by regular manufacturers with quality certification. After strict inspection by relevant institutions, we provide formal procedures, so the quality is guaranteed, and you can rest assured to buy them.
35. What should customers do if they unpack at will?
Sorry, for the convenience of you and other customers, please don't unpack. Thank you.
36. What should customers do when they eat in the store?
A, gently explain to him that he can't eat vegetables before checking out.
Take him to the cashier.
37. What if the customer accidentally damages the goods?
Comfort customers in time and clean up the scene quickly.
38. The customer asks if the goods are fresh. What should I do?
Tell customers with a positive attitude: "Ensure freshness. If you are not satisfied with the purchase, welcome to return it. "
39. What should I do if the power failure of the cold storage and freezer causes the goods themselves to rot and deteriorate?
Strengthen the freshness management and hygiene management of fresh products, and deal with deteriorated products in time; Check the temperature regularly every day, report for repair in time if any abnormality is found, and take transfer measures for the product.
40. What about the out-of-season backlog of goods?
Control the number of orders and promote sales in time.
4 1. What if the order for fruits and vegetables is too large and unsalable?
Deal with the price reduction and do POP card promotion after the price reduction; After the price reduction, you can make piles and expand the noodles for promotion; In-store advertisements can be used to guide sales promotion; But it is not allowed to reduce the price of spoiled, inferior and expired food.
42. What should I do if the purchase has passed the 2/3 shelf life or the quality of the goods provided by the supplier is not up to standard at the time of receipt?
Immediately return expired goods and replace them with new ones. Reject unqualified goods and inform suppliers to provide high-quality goods.
43. What should I do if I encounter internal transshipment?
See if your department has the goods, otherwise you can refuse to transfer the goods. If goods are transferred, an internal transfer form must be filled in.
44. What should customers do when they are not sure about the specific price of a commodity or have objections to the price of the commodity?
A, the salesperson should first say to the customer, "Excuse me, please wait a moment". Then check the price tag. If there is no price tag, immediately scan the goods at the cashier or print the price tag in the information department and inform the customer.
B explain to customers that the prices of individual commodities may be different due to different purchase channels. Where have you seen this commodity? What's its price? Thank you for your information.
45. If the customer asks why the price of goods has gone up again?
Commodity prices vary with market supply and demand and seasons, but we try our best to provide the lowest price.
46. What should I do if I find that the weighed goods do not match the price?
Apologize to the customer immediately and re-weigh to correct.
47. What should I do if the price of the goods stored in the electronic scale does not match the price tag?
Employees should report the situation to the foreman or supervisor in time and try to correct the mistakes in the shortest time.
48. What about inferior products?
A. apologize to the customer.
B, immediately replace good quality goods for customers.
C, the goods are discharged.
D, notify the supervision and relevant departments.
49. What should the customer do if he asks for compensation for returning goods due to unqualified quality?
Return the goods immediately, listen to customers' opinions patiently, apologize and give appropriate compensation.
50. What if the return exceeds the three-guarantee period?
Patiently listen to customers' opinions, apologize to customers and report to superiors. If the shoe fits, wear it.
5 1. What if members go to the supermarket instead of the special maintenance station after the 7-day return period?
You have to smile and explain to the members that according to the regulations of the Consumers Association, after the 7-day return period, members will go to a special maintenance station for maintenance, and try to persuade members to go to the maintenance station and provide them with a telephone number.
53. What should I do if I find that the purchased accessories are not complete before payment?
A, the salesperson should apologize to the customer, ask the customer to wait a moment, and then check whether the accessories are complete;
B the cashier shall promptly notify the relevant supervisor to replace the goods for the customer.
54. What should the customer do if he makes noise when paying the bill because he misreads the price?
Patiently persuade him to calm down, and immediately ask the supervisor on duty to check the price and inform the customer.
55. What should I do when the customer asks to package the purchased items?
Smile and tell the customer: "OK, please check out at the cashier first, then please go to the front desk (and guide the customer) and someone will help you pack."
56. What should customers do if they line up in front of the cashier?
Inform the supervisor in time to open the free checkout counter and evacuate the customers who have checked out.
57. What if the price tag doesn't match the computer receipt?
Apologize to the customer, and the cashier foreman will lead the customer into the store to check the price, and then calculate it according to the lowest price.
58. What if customers want more plastic bags?
We provide shopping bags according to the type and quantity of goods you buy. I can't provide you with more shopping bags because of environmental protection requirements and cost reduction.
59. What should the customer do when he finds that the cashier overcharged or undercharged the customer?
A. apologize to customers in time;
B, notify the foreman for price difference compensation.
60. What if the customer asks why the membership card is not discounted?
Explain to him that our membership card is based on membership activities and introduce the role of membership card.
6 1. What should I do if I find that the goods have no bar code?
The clerk must check whether the goods have bar codes in time. The cashier will inform the cashier foreman to check the bar codes in time, explain the reasons to the customers with a smile and ask if other goods can be settled first.
62. What if the cash register suddenly breaks down?
Explain to the customers waiting in line to check out at the first time, ask relevant personnel to repair it quickly, or arrange customers to check out at other cashier outlets.
63. What if the cashier has no change?
Apply to the cashier foreman for change in time.
64. What if the barcode cannot be scanned?
You can manually enter the barcode number. If the number is not clear, you should inform the foreman to let the staff of relevant departments check the bar code or help the customer change the goods with clear bar code.
65. What should customers do if they get angry or make trouble while queuing for checkout?
A, find out the reason, if the customer has waited too long, apologize to the customer and contact the foreman in time.
B. When the cashier receives the first customer, he should say sorry to the back at the same time. A moment, please.
66. How to identify counterfeit money at the cashier?
Usually carefully study the identification method of counterfeit money and check it carefully when collecting money.
67. What if customers don't line up to check out?
Explain patiently to customers and ask to queue up for checkout.
68. What if the customer wants to change money instead of shopping?
Inform us that the cash register can only open the emergency box to change when the customer pays the money, and can't help him change when he doesn't pay the money.
69. Why don't you buy so many things at a discount?
Our price is set at the lowest price, and only members can enjoy it. All members enjoy the same discount, and we can't discount it any more.
70. Why do you open the package at the checkout counter?
In order to protect the interests of customers, the models, specifications, warranty cards, manuals and accessories of the goods purchased by customers are complete and consistent. Please forgive me for avoiding unnecessary trouble.
7 1. What if the customer wants to exchange other goods after checking out?
Go directly to the service desk to return the goods.
72. What should I do with the goods that the customer missed?
The cashier should pay attention to timely reminding and make a record after the customer finds the missing goods, so that the customer can find them.
73. What if the customer doesn't have enough cash when checking out?
Smile and say to the customer, "Never mind, we can help you delete the unnecessary goods", and ask the supervisor on duty to help delete the goods that the customer chooses not to.
74. What should you do if you find an employee stealing?
Stop his theft immediately and report it to his superior immediately. If he doesn't report it, he will be regarded as an accomplice.
75. What should I do if I find that the employee's operation is abnormally wasteful?
Point out the problem and report to the superior leader immediately.
76. What should I do if I find that my employees violate the company system?
Stop the car immediately and report to the superior leader.
77. What if the paid goods are taken back to the supermarket by customers and cause misunderstanding?
First of all, we should confirm whether the payment has been paid, and then apologize to our customers and ask them to support our work. At the same time, it is necessary to explain to customers that the paid goods should not be brought back to the supermarket to avoid misunderstanding.
78. What if there is an unexpected power outage?
Salespeople should stick to their posts.
B, maintain order.
79. What if the customer is stolen?
Comfort the customer in time, contact the security guard or the police station, and let the customer leave the contact information so as to communicate in time after the inquiry.
80. What should customers do when they bring drinks into the supermarket?
The usher said to the customer, "Sorry, you can't eat in the supermarket. Would you please put the drink bottle outside the supermarket? " Thank you for your cooperation! "
8 1. What if the customer forcibly enters and exits the exit (entrance)?
Explain to them that in order to facilitate customers' shopping, avoid confusion and let customers enjoy an orderly shopping environment, thank you for your cooperation.
82. Why should I check the shopping receipt at the exit?
This is to help you check whether you forgot the goods. Second, it is beneficial to our after-sales service. Third, it is to avoid mistakes in cashier's work. Thank you for your cooperation.
83. What should the customer do without showing the shopping receipt?
Let him show me the shopping receipt. If there is no shopping, please give it. If there is shopping, ask him to cooperate. If you have a bad attitude, please ask the security supervisor for help.
84. What should the auditor do after checking that the customer has "unpaid goods"?
Apologize to him and ask him to go back to the cashier and pay for the inconvenience caused by the cashier's negligence.
85. What if the customer forgets to take the computer receipt and doesn't go out to review the entrance?
Tell him to go back to the cashier and ask the cashier to remind the customer to get the receipt.
86. What if there is a false alarm?
Apologize to customers.
87. What should employees do if they encounter complaints?
First of all, we should investigate whether it is true, ask employees to understand it and take corresponding measures to give customers an answer.
88. What if I find that the price tag has been copied?
Explain that the supermarket is not allowed to copy the price tag. If you don't listen to dissuasion, notify the supervisor to handle it.
89. What should I do if I find that the customer has changed the packaging box privately?
Stop it in time and ask it to cooperate.
90. What if fresh goods and other goods are received at the same time?
Fresh goods have priority in receiving goods.
9 1, what should I do if the shelf life of the purchased goods does not meet the requirements?
A refusal without the manager's signature.
92. What should I do if the goods taken by the consignee cannot scan the bar code (the computer shows that there is no such goods)?
Generally rejected, or contact purchasing to see if the data is wrong. New products must be put on record through purchasing.
93. What should I do if I find that the specifications and quality of the goods described in the order are inconsistent with the actual situation?
In case of rejection, the supplier shall negotiate with the purchasing coordinator, and the goods can be received only after the description, specifications and quantity of the goods are rewritten by the purchasing manager, signed by the purchasing manager and reconfirmed by the receiving department.
94. When receiving the goods, the consignee must check the quantity and quality of the goods with the supplier at the same time. What if there is a problem with quantity and quality?
If there is any discrepancy in quantity, it must be based on the order quantity. The actual quantity of the inspection list shall not be greater than the order quantity (except fresh food), and the supplier's delivery note shall be corrected to the exact quantity and signed by the supplier. The quality is unqualified and rejected.
95. What should auditors do if they encounter problems in reviewing orders, inspection sheets and supplier invoices?
A. When the auditor finds that the actual received quantity of the inspection sheet is greater than the ordered quantity, he immediately requests the consignee to reinspect the goods.
B. When the auditor finds that the delivered quantity is inconsistent with the actually received quantity, he immediately asks the supplier to change the quantity to the actually received quantity and sign it.
96. How will the returned goods stored by the floor staff be packaged?
After receiving the return/exchange slip, the floor staff will pack the return/exchange slip in cartons and hand it over to the return section of the receiving department. The return clerk, loss prevention clerk and salesperson will count the quantity and sign it. After sealing, they will put it in the return/exchange area.
97. What if there are bulk commodities returned/exchanged?
If bulk commodities are returned/exchanged, floor personnel must enter the return/exchange area with a return/exchange form under the command of the receiving department, and the number, address and name of the supplier shall be indicated on the return/exchange form.
98. What should the store staff do when picking up the goods in the warehouse of the receiving department?
The goods must be picked up at the specified time and arranged by the receiving department. Special circumstances such as group purchase shall be coordinated by the supervisor.
99. What should I do if the in-store code is unqualified?
Re-paste the store code according to the standard.
100, what should I do if I miss the in-store code or combination code?
If missing stickers are found, subsidies will be provided in time, and suppliers will be informed of the corresponding purchases.