浙江紅頂服飾有限公司導(dǎo)購(gòu)手冊(cè)公司導(dǎo)購(gòu)員培訓(xùn)手冊(cè)

1、the main street. the police had a difficult time, but they were most amused. jumbo must weigh a few tons, said a policeman afterwards, so it was fortunate that we didnt have to carry him. of course, we should arrest him, but as he has a good record, we shall let him off this time.lesson66 sweet as h

2、oney! 像蜜一樣甜！the hatheld puffin is a modern aero-plane, but its designer, mr john wimpenny, is finding it difficult to get it off the ground. the reason for this is that this plane is also a bicycle. its pilot has to pedal hard to get it into the air. after mr wimpenny had the plane built, it was tes

3、ted thoroughly. in 1961, it was the first man-powered aircraft to fly half a mile. while being flown by a champion amateur cyclist in 1963, the plane crashed on an airfield. since then, mr wimpenny has had it rebuilt. he has had the length of the wings increased so that they now measure 93 feet-almo

4、st as long as those of a dakota. many people have shown interest in this new and unusual sport. but though air cyclists may learn how to fly over short distances, and may, eventually, even get across the english channel, it is doubtful whether they will ever cycle across the atlantic.lesson67 volcan

5、oes 火山haroun tazieff the polish scientist, has spent his life-time studying active volcanoes and deep caves in all parts of the world. in 1948, he went to lake kivu in the congo to observe a new volcano which he later named kituro. tazieff was able to set up his camp very close to the volcano while

6、it was erupting violently. though he managed to take a number of brilliant photographs, he could not stay near the volcano for very long. he noticed that a river of liquid rock was coming towards him. it threatened to surround him completely, but tazieff managed to escape just in time. he waited unt

7、il the volcano became quiet and he was able to return two days later. this time, he managed to climb into the mouth of kituro so that he could take photographs and measure temperatures. tazieff has often risked his life in this way. he has been able to tell us more about active volcanoes than any ma

8、n alive. lesson68 persistent 糾纏不休i crossed the street to avoid meeting him, but he saw me and came running towards me. it was no use pretending that i had not seen him, so i waved to him. i never enjoy meeting bert dykes. he never has anything to do. no matter how busy you are, he always insists on

9、coming with you. i had to think of a way of preventing him from following me around all morning.hullo, bert, i said. fancy meeting you here !hullo, elizabeth, bert answered. i was just wondering how to spend the morning-until i saw you. youre not busy doing anything, are you ? no, not at all, i answ

10、ered. im going to. .would you mind my coming with you ? he asked, before i had finished speaking. not at all, i lied, but im going to the dentist. then ill come with you, he answered. theres always plenty to read in the waiting room !lesson69 but not murder! 并非謀殺！i was being tested for a driving lic

11、ence for the third time. i had been asked to drive in heavy traffic and had done so successfully. after having been instructed to drive out of town, i began to acquire confidence. sure that i had passed, i was almost beginning to enjoy my test. the examiner must have been pleased with my performance

12、, for he smiled and said, just one more thing, mr eames. let us suppose that a child suddenly crosses the road in front of you. as soon as i tap on the window, i want the car to be stopped immediately. i continued driving and after some time, the examiner tapped loudly. though the sound could be hea

13、rd clearly, it took me a long time to react. i suddenly pressed the brake pedal hard and we were both thrown forward. the examiner looked at me sadly. mr eames, he said, in a mournful voice, you have just killed that child ! lesson70 red for danger 危險(xiǎn)的紅色during a bullfight, a drunk suddenly wandered

14、into the middle of the ring. the crowd began to shout, but the drunk was unaware of the danger. the bull was busy with the matador at the time, but it suddenly caught sight of the drunk who was shouting rude remarks and waving a red cap. apparently sensitive to criticism, the bull forgot all about t

15、he matador and charged at the drunk. the crowd suddenly grew quiet. the drunk, however, seemed quite sure of himself. when the bull got close to him, he clumsily stepped aside to let it pass. the crowd broke into cheers and the drunk bowed. by this time, however, three men had come into the ring and

16、 they quickly dragged the drunk to safety. even the bull seemed to feel sorry for him, for it looked on sympathetically until the drunk was out of the way before once more turning its attention to the matador.lesson71 a famous clock 一個(gè)著名的大鐘when you visit london, one of the first things you will see

17、is big ben, the famous clock which can be heard all over the world on the b.b.c. if the houses of parliament had hot been burned down in 1834, the great clock would never have been erected. big ben takes its name from sir benjamin hall who was responsible for the making of the clock when the new hou

18、ses of parliament were being built. it is not only of immense size, but is extremely accurate as well. officials from greenwich observatory have the clock checked twice a day. on the b.b.c. you can hear the clock when it is actually striking because microphones are connected to the clock tower. big

19、ben has rarely gone wrong. once, however, it failed to give the correct time. a painter who had been working on the tower hung a pot of paint on one of the hands and slowed it down ! lesson72 a car called bluebird “藍(lán)鳥(niǎo)”汽車(chē)the great racing driver, sir malcolm campbell, was the first man to drive at ove

20、r 300 miles per hour. he set up a new world record in september 1935 at bonneville salt flats, utah. bluebird, the car he was driving, had been specially built for him. it was over 30 feet in length and had a 2500 horse-power engine. although campbell reached a speed of over 304 miles per hour, he h

21、ad great difficulty in controlling the car because a tyre burst during the first run. after his attempt, campbell was disappointed to learn that his average speed had been 299 miles per hour. however, a few days later, he was told that a mistake had been made. his average speed had been 301 miles pe

22、r hour. since that time, racing drivers have reached speeds of over 400 miles an hour. following his fathers footsteps many years later, sir malcolms son, donald, also set up a world record. like his father, he was driving a car called bluebird.lesson73 the record-holder 紀(jì)錄保持者little boys who play tr

23、uant from school are unimaginative. a quiet days fishing, or eight hours in a cinema seeing the same film over and over again, is usually as far as they get. they have all been put to shame by a boy who, while playing truant, travelled 1600 miles. he hitch- hiked to dover and, towards evening, went

24、into a boat to find somewhere to sleep. when he woke up next morning, he discovered that the boat had, in the meantime, travelled to calais. no one noticed the boy as he crept off. from there, he hitch-hiked to paris in a lorry. the driver gave him a few biscuits and a cup of coffee and left him jus

25、t outside the city. the next car the boy stopped did not take him into the centre of paris as he hoped it would, but to perpignan on the french-spanish border. there he was picked up by a policeman and sent back to england by the local authorities. he has surely set up a record for the thousands of

26、boys who dream of evading school.lesson74 out of the limelight 舞臺(tái)之外an ancient bus stopped by a dry river bed and a party of famous actors and actresses got off. dressed in dark glasses and old clothes, they had taken special precautions so that no one should recognize them. but as they soon discover

27、ed, disguises can sometimes be too perfect.this is a wonderful place for a picnic, said gloria gleam. it couldnt be better, gloria, brinksley meers agreed. no newspaper men, no film fans! why dont we come more often ? meanwhile, two other actors, rockwall slinger and merlin greeves, had carried two

28、large food baskets to a shady spot under some trees. when they had all made themselves comfortable, a stranger appeared. he looked very angry. now you gut out of here, all of you! he shouted: im sheriff here. do you see that notice ? it says no camping-in case you cant read ! look, sheriff, said roc

29、kwall, dont be too hard on us. im rockwall slinger and this is merlin greeves. oh, is it ? said the sheriff with a sneer. well, im brinksley meers, and my other name is gloria gleam. now you get out of here fast !lesson75 sos 呼救信號(hào)when a light passenger plane flew off course some time ago, it crashed

30、 in the mountains and its pilot was killed. the only passengers, a young woman and her two baby daughters, were unhurt. it was the middle of winter. snow lay thick on the ground. the woman knew that the nearest village was miles away. when it grew dark. she turned a suitcase into a bed and put the c

31、hildren inside it, covering them with all the clothes she could find. during the night, it got terribly cold. the woman kept as near as she could to the children and even tried to get into the case herself, but it was too small. early ,next morning she heard planes passing overhead and wondered how

32、she could send a signal. then she had an idea. she stamped out the letters sos in the snow. fortunately, a pilot saw the signal and sent a message by radio to the nearest town. it was not long before a helicopter arrived on the scene to rescue the survivors of the plane crash.lesson76 april fools da

33、y 愚人節(jié)to end our special news bulletin, said the voice of the television announcer, we are taking you to the macaroni fields of calabria. macaroni has been grown in this area for over six hundred years. two of the leading growers, giuseppe moldova and ricardo brabante, tell me that they have been exp

34、ecting a splendid crop this year and harvesting has begun earlier than usual. here you can see two workers who, between them, have just finished cutting three cart-loads of golden brownmacaroni stalks. the whole village has been working day and night gathering and threshing this years crop before th

35、e september rains. on the right, you can see mrs brabante herself. she has been helping her husband for thirty years now. mrs brabante is talking to the manager of the local factory where the crop is processed. this last scene shows you what will happen at the end of the harvest : the famous calabri

36、an macaroni-eating competition ! signor fratelli, the present champion, has won it every year since 1961. and that ends our special bulletin for today, thursday, april 1st. we are now returning you to the studio.lesson77 a successful operation 一例成功的手術(shù)the mummy of an egyptian woman who died in 800 b.

37、c. has just had an operation. the mummy is that of shepenmut who was once a singer in the temple of thebes. as there were strange marks on the x-ray plates taken of the mummy, doctors have been trying to find out whether the woman died of a rare disease. the only way to do this was to operate. the o

38、peration, which lasted for over four hours, proved to be very difficult because of the hard resin which covered the skin. the doctors removed a section of the mummy and sent it to a laboratory. they also found something which the x-ray of the god duamutef. this god which has the head of a cow was no

39、rmally placedinside a mummy. the doctors have not yet decided how the woman died. they feared that the mummy would fall to pieces when they cut it open, but fortunately this has not happened. the mummy successfully survived the operation. lesson78 the last one? 最后一枝嗎？after reading an article entitle

40、d cigarette smoking and your health i lit a cigarette to calm my nerves. i smoked with concentration and pleasure as i was sure that this would be my last cigarette. for a whole week i did not smoke at all and during this time, my wife suffered terribly. i had all the usual symptoms of someone givin

41、g up smoking: a bad temper and an enormous appetite. my friends kept on offering me cigarettes and cigars. they made no effort to hide their amusement whenever i produced a packet of sweets from my pocket. after seven days of this i went to a party. everybody around me was smoking and i felt extreme

42、ly uncomfortable. when my old friend brian urged me to accept a cigarette, it was more than i could bear. i took one guiltily, lit it and smoked with satisfaction. my wife was delighted that things had returned to normal once more. anyway, as brian pointed out, it is the easiest thing in the world t

43、o give up smoking. he himself has done it lots of times! lesson79 by air 乘飛機(jī)i used to travel by air a great deal when i was a boy. my parents, used to live in south america and i used to fly there from europe in the holidays. an airhostess would take charge of me and i never had an unpleasant experi

44、ence. i am used to travelling by air and only on one occasion have i ever felt frightened. after taking off, we were flying low over the city and slowly gaining height, when the plane suddenly turned round and flew back to the airport. while we were waiting to land, an air-hostess told us to keep ca

45、lm and to get off the plane quietly as soon as it had touched down. everybody on board was worried and we were curious to find out what had happened. later we learnt that there was a very important person on board. the police had been told that a bomb had been planted on the plane. after we had land

46、ed, the plane was searched thoroughly. fortunately, nothing was found and five hours later we were able to take off again.lesson80 the crystal palace 水晶宮perhaps the most extraordinary building of the nineteenth century was the crystal palace, which was built in hyde park for the great exhibition of

47、1851. the crystal palace was different from all other buildings in the world, for it was made of iron and glass. it was one of the biggest buildings of all time and a lot of people from many countries came to see it. a great many goods were sent to the exhibition from various parts of the world. the

48、re was also a great deal of machinery on display. the most wonderful piece of machinery on show was nasmyths steam hammer. though in those days, travelling was not as easy as it is today, steam boats carried thousands of visitors across the channel from europe. on arriving in england, they were take

49、n to the crystal palace by train. there were six million visitors in all, and the profits from the exhibition were used to build museums目 錄第一章 不知：追求永無(wú)止境 人生，是追求的一生，是對(duì)不知世界探索的一生；不知，是一種吸引，對(duì)未知的追求；不知，是一種探索，對(duì)求知的渴望第二章 導(dǎo)購(gòu)服務(wù)意識(shí) 導(dǎo)購(gòu)代表著企業(yè)、品牌的形象，導(dǎo)購(gòu)的工作是神圣的，我們要樹(shù)立成為優(yōu)秀導(dǎo)購(gòu)的目標(biāo)第三章 導(dǎo)購(gòu)人員的規(guī)則 良好的職業(yè)形象是成為優(yōu)秀導(dǎo)購(gòu)的關(guān)鍵，遵守導(dǎo)購(gòu)守則，尊重自己、尊重他

50、人第四章 導(dǎo)購(gòu)工作流程 沒(méi)有條理的工作是事半功倍，有條理的工作則會(huì)事倍功半第五章 了解顧客需求及介紹產(chǎn)品信息 1. 為什么要了解顧客的需求?2. 如何了解顧客的需求?3. 客戶(hù)需要得到哪些信息？了解顧客的需求是為了更好的服務(wù)于我們的顧客，如何了解顧客的需求是提升我們專(zhuān)業(yè)形象的手段，當(dāng)你準(zhǔn)確無(wú)誤的服務(wù)于顧客時(shí)，你也在顧客心中留下了完美的印象第六章 處理疑問(wèn)和異議 1. 顧客為什么會(huì)有疑問(wèn)?為什么會(huì)出現(xiàn)這種情況?2. 在面對(duì)顧客的疑問(wèn)時(shí)和異議是該如何處理?要充分的對(duì)自己的產(chǎn)品信任,要永遠(yuǎn)相信自己的產(chǎn)品是最好的，當(dāng)你用自信的姿態(tài)熱情的態(tài)度面對(duì)顧客時(shí)，所有的難題都在你的真誠(chéng)里解決第七章 購(gòu)買(mǎi)過(guò)程處理

51、顧客購(gòu)買(mǎi)我們的產(chǎn)品的時(shí),我們要以“感恩的心態(tài)”去感謝他們的惠顧；當(dāng)顧客未購(gòu)買(mǎi)我們的產(chǎn)品，我們要以熱情和積極的態(tài)度感謝他們給你的一次機(jī)會(huì)第八章 售后服務(wù)之投訴處理 1. 碰到顧客投訴怎么辦?我們?cè)撊绾握_處理?2. 顧客投訴會(huì)給我們帶來(lái)什么?第九章 銷(xiāo)售技巧和案例 1. 想掌握最挑撥顧客的心的銷(xiāo)售方法和技巧嗎?2. 想成為最優(yōu)秀的導(dǎo)購(gòu)員嗎?想做到以上兩點(diǎn),就請(qǐng)仔細(xì)的看這里吧，當(dāng)你看完本章節(jié)，請(qǐng)永遠(yuǎn)記得微笑和贊美，它將會(huì)給你和你的顧客帶來(lái)美好的心情和快樂(lè)的銷(xiāo)售第十章 編后致辭第十一章 不知：追求永無(wú)止境共同探索不知的世界不知，是一種謙虛精神，激勵(lì)對(duì)未知世界的探索，“謙虛使人進(jìn)步”;不知，是一種城府

52、境界，蘊(yùn)含著無(wú)限動(dòng)力和斗志，“好謀而成者也”;不知，是一種大度理念，心存天下，海納百川，“能容天下之事”;不知，是一種宏偉憧憬，在未知的世界里拼搏、創(chuàng)新、追求 在已知的領(lǐng)域，我們不斷創(chuàng)新，在不知的世界，我們努力探索！ 創(chuàng)建于1985年，擁有22年的品質(zhì)管理經(jīng)驗(yàn)和品牌發(fā)展歷程，新廠區(qū)坐落于風(fēng)景秀麗的浙江麗水市南山工業(yè)區(qū)，是一座“天然花園式”生產(chǎn)基地，旁靠南山，背倚甌江，成“福如東海、壽比南山”的佳話。“不知”品牌先后被國(guó)家有關(guān)單位授予“中國(guó)知名品牌、中國(guó)著名品牌、浙江省著名商標(biāo)”，企業(yè)也先后榮獲“中國(guó)誠(chéng)信企業(yè)、浙江省aaa資信企業(yè)”稱(chēng)號(hào)！我公司專(zhuān)業(yè)研發(fā)、生產(chǎn)、銷(xiāo)售運(yùn)動(dòng)休閑服、針織內(nèi)衣、保暖內(nèi)衣、

53、大豆/玉米內(nèi)衣、短褲等服飾產(chǎn)品。優(yōu)異的品質(zhì)，實(shí)在的價(jià)位，豐富的產(chǎn)品結(jié)構(gòu)，良好的企業(yè)信譽(yù)，成就“不知”內(nèi)衣的巨大發(fā)展，產(chǎn)品覆蓋東北、華北、華東、西南、大西北等大半個(gè)中國(guó)。2003年，我公司斥巨資邀著名影星涓子小姐代言“不知”，涓子小姐“美麗、時(shí)尚、健康”公眾形象正代表了“不知”的品牌特點(diǎn)，她的加盟，成為“不知”發(fā)展新的動(dòng)力。同時(shí)我公司在央視、省級(jí)電視臺(tái)、報(bào)紙、戶(hù)外廣告、網(wǎng)站進(jìn)行廣泛的宣傳，“不知”品牌正滲透民眾、扎根百姓。新時(shí)代，新挑戰(zhàn)，“不知”全面整合各類(lèi)強(qiáng)勢(shì)資源，挖掘深層內(nèi)涵，挑戰(zhàn)更新，對(duì)品牌文化、產(chǎn)品品質(zhì)、新品研發(fā)、生產(chǎn)能力、售后服務(wù)做了全方位的完善和提升；我們深信，“不知”的明天一定會(huì)更

54、加美好！第二章 導(dǎo)購(gòu)服務(wù)意識(shí)一、導(dǎo)購(gòu)的重要性“不知內(nèi)衣”是通過(guò)終端賣(mài)場(chǎng)即經(jīng)過(guò)導(dǎo)購(gòu)員的手傳遞給消費(fèi)者的。導(dǎo)購(gòu)在產(chǎn)品的推廣和品牌的發(fā)展占據(jù)著重要的作用，而給顧客直接印象的也是導(dǎo)購(gòu)，導(dǎo)購(gòu)員的形象不僅代表著個(gè)人的精神面貌，更重要的是代表著“不知內(nèi)衣”的品牌形象。二、導(dǎo)購(gòu)服務(wù)意識(shí)如今的顧客選擇到商店購(gòu)物，已經(jīng)不僅僅是購(gòu)買(mǎi)有形的商品本身，他們也購(gòu)買(mǎi)超越商品之外的附加值，即“服務(wù)”。1、正視導(dǎo)購(gòu)員的工作。（1）導(dǎo)購(gòu)的工作是神圣的。導(dǎo)購(gòu)代表著企業(yè)、品牌的形象，是企業(yè)與顧客之間的橋梁，將不會(huì)說(shuō)話的商品賦予了靈魂，導(dǎo)購(gòu)的工作是神圣而不可替代的。（2）我們要成為優(yōu)秀的導(dǎo)購(gòu)。我們要樹(shù)立成為優(yōu)秀卓越導(dǎo)購(gòu)的目標(biāo)。拒絕平庸

55、，堅(jiān)持學(xué)習(xí)，不斷擴(kuò)大知識(shí)面，只有這樣，才能有效的與顧客溝通，達(dá)到銷(xiāo)售的目的。2、作為“不知內(nèi)衣”導(dǎo)購(gòu)員應(yīng)具備的基本素質(zhì)（1）公關(guān)素質(zhì)u 接待顧客時(shí)禮貌謙恭，觀察顧客意向時(shí)細(xì)致，促銷(xiāo)產(chǎn)品時(shí)把握分寸，耐心周到，主動(dòng)協(xié)調(diào)廠商之間的團(tuán)結(jié)。u 若有大型的促銷(xiāo)活動(dòng)或戶(hù)外活動(dòng)，應(yīng)主動(dòng)配合、積極學(xué)習(xí)。u 加強(qiáng)語(yǔ)言組織能力及應(yīng)變能力的鍛煉，以適應(yīng)工作改進(jìn)的需要和社會(huì)發(fā)展的需要。（2）專(zhuān)業(yè)素質(zhì)a、善于思考：了解產(chǎn)品知識(shí)并能靈活運(yùn)用，熟悉市場(chǎng)行情，對(duì)顧客的問(wèn)題對(duì)答如流、有依有據(jù)，給人以“專(zhuān)家”的感覺(jué)。b、主動(dòng)相迎：主動(dòng)與顧客交流，想顧客宣傳商品和企業(yè)形象，提升品牌知名度。c、團(tuán)結(jié)協(xié)作：以“團(tuán)隊(duì)”為核心，確定自己的角

56、色，配合團(tuán)隊(duì)的統(tǒng)一步伐。（3）氣質(zhì)修養(yǎng)你必須把自己培養(yǎng)成為一個(gè)形象好、氣質(zhì)佳、有活力、敬業(yè)又專(zhuān)業(yè)的優(yōu)秀導(dǎo)購(gòu)員。 導(dǎo)購(gòu)指導(dǎo)手冊(cè)導(dǎo)購(gòu)服務(wù)意識(shí)面對(duì)工作，“不知”導(dǎo)購(gòu)人員應(yīng)具備： 積極的工作態(tài)度、飽滿(mǎn)的工作熱情；良好的人際關(guān)系、優(yōu)秀的團(tuán)隊(duì)精神；獨(dú)立的工作能力、充分的產(chǎn)品知識(shí)；正確的服務(wù)觀念、虛心的學(xué)習(xí)精神；面對(duì)顧客，“不知”導(dǎo)購(gòu)人員必須： 外表整潔、樂(lè)于助人；熱情友好、全心服務(wù)；詳盡介紹產(chǎn)品特性，準(zhǔn)確傳達(dá)營(yíng)銷(xiāo)信息，能提出建設(shè)性意見(jiàn)；想顧客之所想，急顧客之所急；耐心服務(wù)，爭(zhēng)取100%滿(mǎn)意。3、“三大服務(wù)”同等重要作為導(dǎo)購(gòu)員，一定要做好售前、售中、售后等三項(xiàng)服務(wù)：（1）售前服務(wù)：指導(dǎo)購(gòu)員在出售商品之前為消

57、費(fèi)者提供的各項(xiàng)服務(wù)準(zhǔn)備工作，包括：提供相關(guān)專(zhuān)業(yè)知識(shí)、營(yíng)銷(xiāo)信息、產(chǎn)品資料及咨詢(xún)、美化賣(mài)場(chǎng)等。這些是銷(xiāo)售的必備工作。（2）售中服務(wù)：指在銷(xiāo)售過(guò)程中所進(jìn)行的全部服務(wù)工作。應(yīng)該作到：u 主動(dòng)熱情的接待顧客，態(tài)度和藹、禮貌周到，讓顧客產(chǎn)品一種“家”的感覺(jué)，耐心細(xì)致地為顧客介紹、展示產(chǎn)品，任勞任怨，讓顧客多做選擇、多做比較。u 準(zhǔn)確把握消費(fèi)者購(gòu)買(mǎi)心理，針對(duì)不同的心理變化，采取行之有效的服務(wù)。u 建立信用，讓顧客對(duì)企業(yè)、產(chǎn)品的信用有信心。（3）售后服務(wù)：指在產(chǎn)品銷(xiāo)售后，繼續(xù)為消費(fèi)者提供各項(xiàng)服務(wù)；包括：提供咨詢(xún)、處理顧客抱怨、受理退換貨、聽(tīng)取顧客意見(jiàn)等。在激烈的競(jìng)爭(zhēng)環(huán)境中，能提供什么樣的售后服務(wù)，已經(jīng)成了關(guān)系

58、產(chǎn)品能否取得一定市場(chǎng)占有率的決定因素之一。只有處處為顧客著想，讓顧客100%滿(mǎn)意，才能享受到勞動(dòng)努力的成果。導(dǎo)購(gòu)人員的經(jīng)濟(jì)來(lái)源、社會(huì)經(jīng)驗(yàn)的增加過(guò)程、為自我發(fā)展奠定的基礎(chǔ)都是顧客給予的。三、導(dǎo)購(gòu)員必備的基本知識(shí)作為導(dǎo)購(gòu)員，必須充分掌握以下十項(xiàng)基本知識(shí)：25the main street. the police had a difficult time, but they were most amused. jumbo must weigh a few tons, said a policeman afterwards, so it was fortunate that we didnt have to carry him. of course, we should arrest him, but as he has a good record, we shall let him off this time.lesson