一、準(zhǔn)備工作(preparatorywork)

（1）儀容心態(tài)著制服，戴工牌

Toweartheuniformandbadge儀容整齊，化妝得體，符合崗位要求Themakeupandwearingmeetthejob’srequirements保持好的心態(tài)，時刻微笑Tomaintainagoodattitude,alwayssmiling1一、準(zhǔn)備工作(preparatorywork)

（2）店內(nèi)外清掃清潔店門口區(qū)域

Tocleantheentranceareaofthescenicshop擦亮店外的櫥窗玻璃、燈箱等Topolishthewindowglass,lightboxesoutsidetheshop,etc.清掃和整理店內(nèi)通道、燈具、設(shè)備等Tocleanthechannels,lampsandotherequipmentsinsidetheshop擦拭柜臺、貨架、模特等Towipethecounters,shelves,models,etc.柜臺、貨架商品陳列美觀、藝術(shù)Tosortcountersandcommoditiesonshelves,andtomakethedisplaybeautifulandartistic2一、準(zhǔn)備工作(preparatorywork)

（3）清點(diǎn)、熟悉商品清點(diǎn)商品數(shù)量，填寫記錄表

Tomakecleartheinventoryofcommodities,andtofillintherecordform更換有損壞的貨物，補(bǔ)充不足的商品Toreplacethedamagedgoods,andtosupplementtheinsufficientgoods根據(jù)要求調(diào)整商品，增加新商品Toadjustoriginalcommoditiesandaddnewcommoditiesinaccordancewiththerequirementsoftourists檢查標(biāo)簽與貨物是否對位，若有錯誤，則立即糾正Tocheckifthepricetagcorrespondstotherespectivecommodity,ifnot,tocorrectitimmediately熟悉店內(nèi)的各種商品和價位Tobefamiliarwithvariouscommoditiesandtheirpricesintheshop熟悉店內(nèi)特產(chǎn)的文化價值Tobefamiliarwithculturalvalueofthespecialtiesintheshop熟悉店內(nèi)商品的功能和使用方法Tobefamiliarwiththefunctionsandusemethodsofvariouscommoditiesintheshop3二、銷售接待(salesservicesfortourists)

以標(biāo)準(zhǔn)姿勢站立迎賓，面帶微笑Togreettouristsinstandardstanding,smiling對進(jìn)門顧客微笑致意，說：“您好，歡迎光臨!”Tosmileatthecomingcustomersandsay:"welcometocomehere!"詢問顧客有什么需求Toaskthecustomers’needs4二、銷售接待(salesservicesfortourists)聽到顧客詢問應(yīng)立即回答，熱情周到服務(wù)客戶所需Toanswercustomers’inquiriestimely,warmlyandthoughtful工作人員如處于繁忙，則要跟后面客戶說明：“您好，請稍等，我馬上就來?！盜fthestaffisbusy,heshouldexplainthistothelattercustomers,"Pleasewaitaminute.I'llberightheresoon."5二、銷售接待(salesservicesfortourists)

為游客介紹和推薦商品，應(yīng)遵循如下原則：Thestaffshouldfollowtheseprincipleswhenintroducingandrecommendingproductsfortourists:實事求是(tocomplywiththefacts)耐心回答(toanswertourists'questionspatiently)必要時演示如何使用(todemonstratehowtousetheproductifnecessary)6二、銷售接待(salesservicesfortourists)

如果顧客購買的商品較多較重，應(yīng)幫助顧客運(yùn)送Tohelpcustomerstotransportcommoditiesifnecessary顧客買完商品，工作人員要送別顧客Tobidfarewelltothecustomers7三、退還商品服務(wù)接待（servicesofreturningcommoditiesfortourists）耐心地聽取游客退換商品的理由Tolistentotouristspatientlywhythey’llreturnthecommodities檢查商品是否符合退換規(guī)定Tocheckwhetherthecommoditiescanbereturnedaccordingtotheprovisions若符合規(guī)定，幫助游客退換商品，并致歉Tohelptouriststoreturnthecommoditiesandmakeaapologyifthecommoditiesmeettheprovisions8三、退還商品服務(wù)接待（servicesofreturningcommoditiesfortourists）若不符合規(guī)定，耐心地解釋原因，不得和游客起沖突Toexplainthereasonpatientlyandmustn’tconflictwithtouristsifthecommoditiesdon’tmeettheprovisions若工作人員無法解決遇到的問題，應(yīng)及時匯報給店經(jīng)理Ifthestaffcannotsolvetheproblemencountered,heshouldreportittothemanagerpromptly做好記錄工作Tomakearecord9四、查驗工作(inspectionwork)整理銷售小票，與收銀處對賬Tocheckthesaleswithcashierdesk清點(diǎn)貨物并記錄Totallythecommoditiesandmakearecord做好一天的銷售記錄報表Tomakeasalesrecordreportofaday填寫補(bǔ)貨單Tofillinreplenishmentorders關(guān)閉各種設(shè)備和電源Toturnoffallequipmentsandthepower10情景演練

ScenarioSimulation情景一：一個游客正在景區(qū)商店內(nèi)挑選旅游商品，工作人員為其解釋相應(yīng)商品的材料、質(zhì)地等。(Atouristisshoppinginascenicshop,whileasaleswomanistellingherthematerialandproducingprocessoftherelevantitems.)超鏈接11情景演練

ScenarioSimulation情景二：一個游客正在景區(qū)商店退換商品。扇子符合退換要求，進(jìn)行了退貨處理。茶具有點(diǎn)破損，無法退換，工作人員進(jìn)行了耐心的解釋。

(Atouristisreturningwhatshehasboughtinascenic