Chapter One Store Layouts
模块一 店面布局
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Layout Planning
实训项目1 商场设计
Practice 2 Retail Store Layouts
实训项目2 零售店布局
Practice 3 Boutique Layout
实训项目3 精品店布局
Layout Knowledge
店面布置小知识
Case and Improvement
案例与提高
Chapter Two Reception Desk Service
模块二 服务台
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Business Time
实训项目1 营业时间
Practice 2 Showing Directions
实训项目2 指路
Practice 3 Answering the Phones
实训项目3 接听电话
Practice 4 Other Handy Services
实训项目4 其他便民服务
Receptionist Knowledge
接待小知识
Case and Improvement
案例与提高
Chapter Three Promotion
模块三 促销
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Promotion with Gifts
实训项目1 赠品促销
Practice 2 Promotion at Reduced Price
实训项目2 减价促销
Practice 3 Promotions with Coupons
实训项目3 优惠券促销
Promotion Knowledge
促销小知识
Case and Improvement
案例与提高
Chapter Four Advertising
模块四 广告
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Bill Advertising
实训项目1 海报广告
Practice 2 TV Advertising
实训项目2 电视广告
Practice 3 Newspaper Advertising
实训项目3 报纸广告
Advertising Knowledge
广告小知识
Case and Improvement
案例与提高
Chapter Five Sale
模块五 销售
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Bargaining
实训项目1 讨价还价
Practice 2 Recommending
实训项目2 推荐
Practice 3 Rejecting
实训项目3 拒绝销售
Selling Knowledge
销售小知识
Case and Improvement
案例与提高
Chapter Six Ordering
模块六缺货与订货
Theory Part
理论部分
Practice Part
实训部分
Practice 1About Stock
实训项目1 有关库存
Practice 2 Ordering
实训项目2 直接订购
Practice 3 Changing Ordering
实训项目3 更改订购
Practice 4 Canceling Ordering
实训项目4 取消订购
Ordering Knowledge
订货小知识
Case and Improvement
案例与提高
Chapter Seven Packing
模块七 包装
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Common Packing
实训项目1 普通包装
Practice 2 Personality Packing
实训项目2 个性包装
Practice 3 The Packing of Fragile Goods
实训项目3 易碎商品的包装
Packing Knowledge
包装小知识
Case and Improvement
案例与提高
Chapter Eight Paying
模块八 付款
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Cash Paying
实训项目1 现金付款
Practice 2 Credit Card Paying
实训项目2 信用卡付款
Practice 3 Payment by Installments
实训项目3 分期付款
Practice 4 Cash on Delivery
实训项目4 货到付款
Paying Knowledge
付款小知识
Case and Improvement
案例与提高
Chapter Nine Complaining Service
模块九投诉接待
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Complaint Service on Circumstance
实训项目1 对环境的投诉处理
Practice 2 Complaint Service on Salespeople''s Service
实训项目2 对销售人员服务的投诉处理
Practice 3 Complaint Service on Stock out
实训项目3 对商品缺货的投诉处理
Practice 4 Complaint Service on Goods''Quality
实训项目4 对商品质量的投诉处理
Complaining Service Knowledge
接待工作小知识
Case and Improvement
案例与提高
Chapter Ten After-Sale Service
模块十 售后服务
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Maintenance in the Guarantee
实训项目1 保修期之内的维修
Practice 2 Maintenace Out of the Guarantee
实训项目2 保修期之外的维修
Practice 3 AfterSale Service—Refund
实训项目3 售后服务——退款
Practice 4 AfterSale Service—Change and Refund
实训项目4 售后服务——退货和退款
Practice 5 AfterSale Service—the Intractable Problem
实训项目5 售后服务——棘手的问题
AfterSale Service Knowledge
售后服务小知识
Case and Improvement
案例与提高
Chapter Eleven The Found and Lost
模块十一 失物招领
Theory Part
理论部分
Practice Part
实训部分
Practice 1 Looking for the Lost
实训项目1 寻找失物
Practice 2 Picking up Something
实训项目2 捡到东西
Practice 3 Claiming the Lost
实训项目3 失物认领
Practice 4 Finding the Missing People
实训项目4 寻找失散的人
Serving Knowledge
服务小知识
Case and Improvement
案例与提高
Chapter Twelve Online Store
模块十二 网店
Theory Part
理论部分
Practice Part
实训部分
Practice 1 New Online Shoppers
实训项目1 新网购顾客
Practice 2 Regular Online Buyers
实训项目2 网购老顾客
Practice 3 They are on Sale
实训项目3 特价中
Online Store Knowledge
网店小知识
Case and Improvement
案例与提高
Bibliography
参考文献