The Service Knowledge That The Clothing Guide Representative Should Have

What is "service"?

Service is a kind of activity, process and result involving some invisible factors.

For example:

The storefront service, which includes the activities and processes of the salesperson introducing goods to the customers, providing fitting and changing clothes, including the result of this activity and process, the customer gets the clothes that fit perfectly and completely satisfied, and the company realizes sales.

The characteristics of the service representative of clothing shopping guide

"Service" itself is not perceptible. It can neither be seen nor touched.

Before buying a service, customers often can not be sure what kind of services they can get. After receiving the service, customers usually find it difficult to perceive or immediately feel the interests of the service, and it is difficult to make an objective evaluation of the quality of the service.

Therefore, service is often implied in sales behavior, and sold as a commodity.

That is to say, because of the high quality service and the sales, the customers have the opportunity to evaluate our services and products.

"Service" is not separable.

When a clerk offers a service to a customer, it is also a time for customers to consume services. The two party is not separable in time.

Therefore, customers only need to join the production process of service to consume to service.

For example, only when the customer is present, the barber can finish the service process of haircut.

And attracting customers into the process is still service.

There are differences in "service".

Services can not be standardized like visible goods, and the effects of each service on customers and customers perceive it.

There may be differences in quality.

This is mainly reflected in three aspects: first, because of the reasons for service personnel, such as mental state, service skills, efforts and so on, even the service provided by the same service staff may vary in quality.

Second, customers' reasons, such as knowledge level and hobbies, also directly affect the quality and effectiveness of service.

For example, when traveling, some people are happy to forget and some people lose their spirits. When they listen to a class, some people are very fond of it and others are drowsy.

Third, because of the interaction between service staff and customers, even in the process of buying and consuming services at different times, even the service provided by the same service staff to the same customer may vary.

Because of these differences in service, we must formulate a set of uniform standards for the service behavior of the shop assistants, so that customers can feel the same good service when they come to the clothing stores every time.

Definition of "service" standard.

The service standard is a guideline for front-line employees designed to provide consistent services to customers.

There is no standard problem: everyone's behavior is different, I don't know what is right and what is wrong; the way of dealing with customers is different, there are good and bad, so that customers can not adapt to it; they can not effectively enforce some policies and promotional activities of the company; the company image can not be unified, and have a negative impact on the market; and the turnover of clothing stores will directly affect the income of the salesmen.

The benefits of practical standards: everyone practices a unified standard, and everyone knows how to do it right.

The services received are equally good; the company has a good image and reputation in the market; the reliability and consistency of service can enable customers to get satisfactory service; it can stabilize and enhance the turnover of clothing stores, and the income of salesmen is constantly improving.