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世联翻译公司完成员工培训手册英文翻译

发布时间：2018-12-06 17:17　　点击：

世联翻译公司完成员工培训手册英文翻译
本手册旨在说明市场部日常培训工作流程及门店导购岗位员工在此过程中的职责，如发生手册中信息变更、流程更改或岗位职责变动，市场部将立即对此手册进行修改，并在修改后即通知所有同仁更新。
This Manual is intended to illustrate the workflow of the daily training and the job responsibilities of the purchase guides of our stores during the training process. In case of any change in the information in the Manual, change in the workflow or change in job responsibilities, the Marketing Department will modify this Manual promptly, and notify all the colleagues of the updates immediately after modification. 
 
销售顾问（PG）
工作指导手册
Job Instruction Manual for 
Purchase Guide (PG) 
 
Execution Guideline For Slumberland PG
Execution Guideline For Slumberland PG 
 
前言
Preface 
 
门店是我们零售的直接利润来源。如何实现门店的有续健康的经营。但由于我们行业的自身特点“一些门店的销售人员对重复了无数遍的工作缺乏热情，表情呆滞，被动执行卖场操作杂乱无序，没有规则，不按要求做。怎样保持门店的销售热情，把握，怎样提高终端执行力让斯林百兰良性的，有效的运转成了我们需要讨论的和关注的话题。
Our stores are our direct sources of retail profits. So it is very important to achieve continued healthy operation of our stores However, due to the inherent features of our industry, some of the purchasing guides of our stores have a lack of enthusiasm for and wear dull facial expressions their work which is repeated day after day, and are executing their tasks passively. So the operations of the stores are chaotic and in violation of the requirements. So it has become our hot topic and concern how to keep the enthusiasm of the stores and improve retail sales to achieve effective operation of Slumberland. 
 
把梳子卖给和尚”故事想必大家都听说过，或许有人会说，这些故事距离自己太遥远，其实不然。现实中，我们门店的各位优秀的销售人员凭借高超的销售技能不断演绎着 “把梳子卖给和尚”的销售奇迹。
Everyone must have heard about the story "Selling a Comb to a Monk". Perhaps some people will say that such stories are too far away from themselves, but it is not the fact. In reality, the excellent purchase guides of each of our stores are continuously repeating the story "Selling a Comb to a Monk" with superb sales skills. 
 
罗马不是一天建成的，销售奇迹也不是依靠一时冲动实现的。要想成为优秀的终端销售人员，就要发挥自己的特点，掌握正确的销售方法，才能不断提升销售业绩，最终走向成功。但零售业是个“苦”行当，好在我们在做的，是让各位同仁有所学，有所练，有所成长。让你在工作中感觉到快乐。
Rome was not built in a day, and miracles in sales are not achieved as a result of the spur of the moment. If you want to become an excellent terminal purchase guide, you must give full play to your own features and master the correct method of sales to continuously improve your sales performance and achieve ultimate success. But the retail industry is a "bitter" line of business. So we must help the colleagues to learn, to practice, to grow, and to make you feel happy in your work. 
 
伙伴们辛苦了
Thanks for your hard work, dear fellows 
 
辛苦付出，就想获得更大的进步，可是进步的过程中难免遭遇种种问题，好在你们并不是孤军作战， 总有一股力量在各位需要加油的时候给予你们全力支持和鼓劲，虽然这力量目前并不是太强大，但是请相信希丁安（中国）就是你们的后援团。
Your are working hard to achieve greater progress, but in the progress of the process you will inevitably encounter various problems. Fortunately you are not fighting alone. There is always a force, although not very strong at present, to give you full support and encouragement when you need to refuel. But please believe that Hilding Anders (China) is your back-up. 
 
在你们失落的时候与你们同甘共苦、并肩作战；在你们胜利的时候为你们摇旗呐喊、擂鼓助威。
It will share your joys and sorrows and fought side by side with you through thick and thin, and will encourage and help you when you win. 
 
分享成功快乐
Share the joys of success 
 
以下这本小册子是希丁安（中国）市场部为大家精心编撰的，希望籍此与大家一起分享成功的快乐，令各位能够从中取精去粗有所收获，对以后的工作有所帮助，谁都知道站在别人的肩膀上自然就会看得更远，走得更快；
This Manual is carefully prepared by the Marketing Department of Hilding Anders (China) to share the joys of success with you. It will be helpful to your future work if you read it carefully and understand its essence, as each of us knows that we will be able to see farther and go faster if we are standing on the shoulders of others. 
 
当然它也不是十全十美，相信各位在实际的工作中有很多很好的经验，那么也让我们一起分享，取长补短，更进一步。
Of course it is not perfect. I believe that you must have a lot of good experience in practical work, and you will surely share with the others to make further progress together 
 
从这一刻起你会是最棒的
From this moment on you will be the best 
 
你已经很棒了，但一定希望成长得更快、更好，那么让这本手册来完善你自己，它结合了众多的一线销售人员的实战经验而成，希望你能借助众人的智慧，来超越自己，成就自己。
You have already excellent now, but certainly you must hope to grow faster and better. So let this Manual to help you improve yourself, as it is based on the practical experience of the many front-line purchase guides We hope you can go beyond yourself and make your own achievements with the help of wisdom of others. 
 
其实。。。本手册本着通用、基础的原则面向终端店铺的工作人员，为店铺斯林百兰销售顾问提供必要的工作指引。手册分为员工工作职责篇、店内销售知识与技巧篇、库存控制观念、基础培训篇等内容，涵盖了店铺日常操作的各个方面，并为店铺提供了实用性的表格。本手册针对具有2人以上店铺管理需要的AB类（含C类）店铺，随时查阅本手册将有助于你卓越，成效的工作，有助于更好的发挥你的才能。
In fact... This manual follows the principle of universal use and easy understanding, is targeted at the purchase guides of our stores, and provides the necessary guidance to Slumberland's purchase guides. The main content of this Manual includes job responsibilities of the staff, in-store sales knowledge and skills, inventory control concepts, basic training, etc., covering all aspects of the daily operation of the stores. It also provides practical forms for the stores. The Manual is targeted at stores of Class A and Class B (including Class C) managing more than two purchase guides. Referring to this Manual frequently will help to make you more excellent in your work and help to give better play to your talents. 
 
手册所涉及内容具有通用性、基础性，但因各地市场结构、卖场店铺环境的不同，请各位应当遵循因地致宜的原则。
The content of the Manual is universal and basic, but you should make appropriate choice when using it due to different market structures and store environment in different areas. 
 
您对本手册的制作有任何的建议、意见或疑问.请随时与您所在区域主管或销售经理联系，商讨。希望本手册能为您在店铺的工作提供必要的帮助；同时也为店铺的经营管理奠定基础，引申思路。
If you have any suggestions, comments or questions on the preparation of this Manual, please feel free to contact your regional director or sales manager for discussion. I hope this Manual can provide you with the necessary assistance in your in-store work, and can lay the foundation for store management and stirring your ideas. 
 
谢谢大家！
Thank you! 
 
 
希丁安（中国）有限公司
Hilding Anders (China) Co., Ltd.
 
 
-市场部
- Marketing Department 
 
 
了解斯林百兰事业
Understanding the Slumberland's Operation 
 
成为事业经营模式的一部分：
To become part of the business model: 
所有的事业都需要一个模式作为遵循和教导别人的指南。
Each career needs a model as a guide to follow and guideline for everyone. 
每一个成功的公司都要有一个既定的经营模式或理念。我们的事业也一定同样要有！
Every successful company must have an established business model or philosophy. So is our career! 
 
检查您的「事业理解能力」：
Check your "ability to understand the career": 
 
问：公司付钱给我做什么？
Q: What does the Company pay me to do? 
 
答：帮助改善人们的生活质量，提高睡眠质量。
A: To help improve the quality of people's lives and improve the quality of their sleep. 
 
问：我能提供市场的是什么？
Q: What I can offer to the market? 
 
答：1.改善健康-引导身心健全。
A: 1. To improve health as a physical and mental guide. 
 
2.提供完美睡眠。
2. To provide perfect sleep. 
 
问：我身处的是什么样的事业？
Q: What kind of career am I engaged in? 
 
答：我们的事业是一种“提升生活品质的事业”。
A: Our career is a "career to improve better quality of life." 
 
您的理想是什么？
What is your ideal? 
 
您的事业如何实现您的理想？
How do you achieve your ideal in your career? 
 
如何设定目标
How to set goals 
 
设定目标时您会受到五方面的影响
You will be affected in five areas aspects when setting your goals 
居住环境影响；
Living environment; 
您所经历的事情；
What you have experienced; 
您所学到的知识；
What you have learned; 
您所持有的态度，包括正反面；
You attitudes, positive and negative; 
您所抱有的理想与未来的憧憬。
Your ideals and vision for the future. 
 
把您的主要目标写在纸上
Put your main goals on paper 
 
花点时间想想，您希望从这个事业中得到什么？然后与您的家人在一起，请您的主管在一起，倾心去交谈，根据您的的家庭背景，实际生活状况，时间安排等，一起来设定您的目标。把您的目标与团队目标相融合，与您的家庭目标相融合。然后，把您的目标写在纸上，这有助于坚定您的目标，让您及其他人也感觉更真实！
Take a moment to think about what you want from this career. Then talk with your family and your supervisor, and set your goals based on your family background, actual living conditions, scheduling, etc. Combine the goals of yourself, your team and your family. Then, put your goals on paper, which helps to strengthen your goals, so you and others may feel more real! 
 
展示您的目标
Show your goals 
 
将目标张贴在您常见的地方——家中的冰箱、电话旁等。如果您每天能够用心地把目标阅读一次，不可思议的事将会发生！
Post your goals at several commonly seen locations at your home, next to the refrigerator, telephone and so on. If you read them carefully every day, amazing things will occur! 
 
检查您的目标直至成功。
Review your goals until they are achieved 
 
给您的目标于期限
Set a term for your goals 
 
中期目标—销售达人：10到15月
Medium-term goal - Top Seller: ten to fifteen months 
 
短期目标—销售精英：1月、2月、3月越快越好。
Short-term goals - elite purchase guide: one month, two months, or three months, the sooner the better. 
 
给自己的人生做一个2—5年的规划，您今天的结果来自于2—5年前的决定，您2—5年后的结果也绝对来自于今天的决定。
2 to 5-year plan for your life. Your accomplishments today are the results of your decision 2 to 5 years ago, and your accomplishments in 2 to 5 years are surely the results of your decision today. 
 
目标就像箭靶，您需要十分清楚的瞄准要射中的目标，否则，漫无目的地射击将会是徒劳无功！
A goal is like a target which may be hit only if you aim at precisely. Otherwise, aimless shooting will be in vain! 
 
设定目标
Setting your goals 
 
步骤1愿景宣言（2年到3年后，你希望自己到达哪里？
Step 1 Vision statement (What do you hope to achieve in 2 to 3 years? 
 
尝试回答以下问题来设计自己的愿景宣言：
Try to answer the following questions to design your own vision statement: 
a)
b) 未来的2到3年你希望朝那个方向发展？b）你对成功的定义为何？
c) What is the direction in which you hope to develop in the next two to three years? B) How do you define your success? 
 
步骤2自我评估诊断（你现在在哪里？评估内部与外部环境）
Step 2 Self-Assessment and Diagnosis (Where are you now? Assessment of internal and external environment) 
 
你及你所在的团队的目前状况
Your and your team's current situation 
 
 
步骤3目标设立（你想要去哪里？）
Step 3 Setting your goals (Where you want to go?) 
 
对自己所设立的目标必须做明确的定义，同时也是你有意义且决心达成的
Your own goals must be clearly defined and meaningful and you must be determined to achieve them.
 
 
步骤4拟定行动计划（你需要如何到达那里？）
Step 4 Developing a plan of action (How do you get there?) 
 
是针对达成目标而做的计划，包含了详尽可衡量的活动
It must be a plan aimed at reaching your goals and contain a detailed and measurable event 
 
回顾每一项目标，并在旁边写下期限。您希望何时达成您的目标呢？
Review each of the goals and write down the term next to your review. When you want to achieve each of your goals? 
 
请选择一年、三年、五年的长远目标，您可能发现您拥有的目标比较多。
Please select a long-term goal for one year, three years, or five years, and you may find that you have more goals. 
 
哪3项是您第一年里的最重要目标呢？其重要性何在呢？
What are the three most important goals in the first year of your plan? How important are they? 
事业目标进
Goals of the career 
 
您的收入目标是什么？
What are your income goals? 
 
三十天                               完成当月指标的一半                   六十天                               成为一星销售顾问                           
Thirty days                               To complete half of the monthly sales goal                   Sixty days                               To become a one-star purchase guide                          
 
六个月                               成为二星销售顾问                  
Six months                               become a two-star purchase guide                 
 
第一年                               冲三星不是问题  
First year                               Three-star is easily achievable 
 
2年                                 销售精英+            
Two years                                 Elite purchase guide+           
 
我会争取出席以下活动：善加运用您的事业收入                  精英训练会议                      
I will fight to attend the following events: To make the best use of your business income                  Elite training sessions                     
 
公司所举办的各式训练大会                                    
Various major training sessions held by the Company                                   
 
旅游奖励假期                                                
Holidays, travels, awards                                               
 
其它                                                        
Other                                                       
 
订下您的行动计划
Specify your action plan 
 
订下未来三十天、六十天、九十天及以后您计划要做的事情。我们的
事业成功的关键在于要持续不断的作每一项的基本工作—而且每一天
都要这么做！
Specify what you plan to do in the next thirty days, sixty days, ninety days, and after that you plan to do. The key to our success in continuously conducting of each of the basic tasks - which you must do every day! 
 
签名：                         日期：        
Signature:                          Date:         
 
建议
Proposals 
a)
b) “规划你的工作，然后执行你对计划”这说法，像是陈腔烂调，但他是个事实目标设定是有效时间管理中最重要的一个因素。在你射击之前，必须知道你的靶在那里，并且，你不想浪费时间在没有生产力或者不能让你更接近你的目标的活动上。目标要视觉化、数量化，加上最后实现的日期才更容易实现！不断检视目标并修正，把已完成的项目删除。
c) "Plan your work, and then execute your plan". Such words are like a cliché, but the fact is that goal-setting is one of the most important factors in effective time management. Before you shoot, you must know where your target is and you do not want to waste time in a fruitless event or an event which cannot get you closer to your goals. Only visualized and quantified goals with deadlines are more easily achieved! Continually review your goals and correct them, and remove the items completed. 
 
d)
e) 订目标时最重要的是不要把目标订的太低，那样发挥不了您的潜能，也不要目标定得太高，以免因无法达到目标而丧失信心，以渐进的方式设定目标可使您时常享受努力的成果并使您更渴望下一步的成功。
f) The most important when setting your goals is that they cannot be so low that you cannot give full play to your potential, and cannot be so high that you will lose confidence as a result of failure to achieve them. Setting your goals in a progressive manner often allows you to enjoy the fruits of your efforts and make you more eager for further success. 
 
 
基础篇
Basics 
 
1.1.1、零售店形态简介及购物行为分析
1.1.1 Introduction of Store Appearance and Analysis of Shopping Behavior 
购买行为与零售形态
Buying Behavior and Retail Store Appearance 
零售业态分类和购物行为分析的重要性
The importance of classification of retail store appearance and analysis of shopping behavior 
 
帮助我们从核心的层面来了解零售运作和购物心理，最终实现在家具卖场把“潜在消费者”有效地转化为“实际购买者”！
It helps us to understand retail operations and shopping psychology from the core and ultimately change "potential customers" into "real buyers" effectively at the furniture stores! 
 
专业（家具）卖场顾客群的消费特性研究
Research of consumption features of the customer groups at professional (furniture) stores 
g)
h) 选择在哪里购买装修材料，即消费者如何选择家装卖场品牌，已经成为消费者在装修过程中所作的一系列的重要决策之一，主要家庭成员均会较大程度地参与进来
i) It has become one of a series of important decisions by consumers in the renovation process to choose where to buy repair material, namely, how consumers will choose the furniture brands at the stores. The decisions will be made based on participation of all the mainly family members. 
j)
k) 主导消费者年龄段分布主要集中在“25~30岁”、 “30~35岁”。“35~45岁”三个年龄段，他们作为家庭主要成员，也是当今市场购房的主力军，对家装有很大的话语权和决策影响力，同时这些年龄段的他们代表了“70后”、“80后”的主要消费观。
l) The ages of the lead consumers are mainly divided into three categories, "25 to 30", "30 to 35", and "35 to 40". As the leading members of their families, these consumers are also the main force in today's market, and have decisive influence on decision-making. These age brackets represent the main concepts of consumption of those "after 1970" and "after 1980". 
m)
n) 专业卖场五大目标顾客是企业用户、新就业年轻男性、年纪较大的居家女性、富有的专业人士与偏远郊区忙碌的女性为主的全家出行。
o) The five target customer groups of professional stores are enterprise users, newly-employed young men, elderly house wives, wealthy professionals and whole families dominated by busy women from remote rural suburbs. 
 
大卖场顾客群的消费特性研究
Research of consumption features of the customer groups at hypermarkets 
a)
b) 喜欢舒适的休闲购物，边逛边买，没有人打扰；
c) Prefer to comfortable leisure shopping while strolling around without being disturbed; 
d)
e) 喜欢在大卖场总能找到惊喜，每次逛大卖场总有种“赚”的感觉；
f) Prefer to find surprises in hypermarkets, and always kind of feel "earned" on each visit to the hypermarket; 
g)
h) 通常一次买一周的消费量，发觉在买的商品中，有2/3的商品是进去的时候没想到要花费的；
i) Usually buy goods for consumption for a week on each buying travel, and two-thirds of the goods bought are out of the spur of the moment and unintended; 
j)
k) 信赖大卖场，因为这里东西又便宜又好。
l) Trust hypermarkets, because this stuff cheap and good. 
m)
n) 喜欢舒适的休闲购物，边逛边买，没有人打扰；
o) Prefer to comfortable leisure shopping while strolling around without being disturbed; 
 
超市顾客群的消费特性研究
Research of consumption features of the customer groups at supermarkets 
a)
b) 喜欢花较少的时间，在家周围就买到所需要的产品；
c) Prefer to spend less time in procurement and likes to buy the necessities around the home; 
d)
e) 买的都是一些常用品，如果非必需品或价格差异大的，还是会选择到大卖场去；
f) The goods bought are daily necessities, and they will choose to visit hypermarkets for non-necessities or in case of major price differences; 
g)
h) 在超市特价或促销中，获得惊喜也是该类顾客期待的；
i) These customers also expect surprises in special offers or promotions at supermarkets; 
j)
k) 超市就在家周围，邻里感觉不错，去的次数较多。
l) Supermarkets are around the homes, the neighborhood is popular, and they frequent to such supermarkets. 
 
品类的客层分析与购物行为分析
Analysis of customer category and shopping behavior 
以品类为核心的5W1H购买行为分析法
5W1H method of purchase behavior analysis with category as core 
 
1)
2) WHO： 
3) WHO: 
 
目标顾客定位是谁—上班族、家庭妇女、职业女性等？谁能影响其购物决策？他们消费特征、生活水平、生活节奏如何？谁来实施购买过程？
Who are the target customers - office workers, housewives, women workers, etc.? Who can affect their purchasing decisions? What are their consumption features, living standards, paces of life? Who will implement the buying process? 
 
4)
5) WHAT：
6) WHAT: 
 
消费者到本店主要消费哪类商品—选购品、特殊品、折扣品？
What is the main kind of goods bought at your store? Free choices, special products, discounts products? 
 
7)
8) WHY：
9) WHY: 
 
本店消费购物核心魅力是什么？弄清首要原因是什么？占第二位的原因是什么？买特定商品与不买特定商品理由为何？
What is the core charm of consumption and shopping your store? What is the most important reason? What is the second to most important reason?
 What are the reasons to buy specific and unspecific goods? 
 
10)
11) WHEN：
12) WHEN: 
 
客户光顾的时段是周段性购物（一次买好还是多次走访）为主？只在看到海报等促销广告时光顾？按年？按月？按日？消费者的购买频率如何？
Are the customers visiting your store on a weekly basis (once a week or multiple visits)? Are they patronizing your store after seeing your posters and other promotional ads? On an annual basis? On a monthly basis? On a daily basis? How often do the consumers visit your store? 
 
13)
14) WHERE：
15) WHERE: 
 
本店能吸引多远商圈顾客？固定顾客核心商圈在哪？顾客店内动线情况如何？商品置于店内哪个位置最有吸引力？
How large is the neighborhood of customers your store can attract? Where is the fixed core customer district? What are the incentives of the customers at the store? At what places in the store will the goods be most attractive to the customers? 
 
16)
17) HOW：
18) HOW: 
 
冲动性购买性VS目的性购买该品类商品居多？以消费者是如何购买该品类商品的？购买量有多大？购物的SKU品种构成情况怎么样？
Which purpose is dominant in buying this category of goods, on impulse or for specific purposes? How do consumers purchase the products of this category? How big is the purchasing volume? What are the SKU categories procurement? 
 
1.2、
1.3、 公司背景介绍——企业文化篇
1.4、 Company Background - Enterprise Culture 
 
所谓经营理念，在百度搜索了下： 就是管理者追求企业绩效的根据，是顾客、竞争者以及职工价值观与正确经营行为的确认，然后在此基础上形成企业基本设想与科技优势、发展方向、共同信念和企业追求的经营目标。这些可称为企业的“经营理念”（theory of business）。 
Business philosophy is defined in Baidu as follows: The basis of corporate managers' pursuit of performance, confirmation of values and correct management behavior of customers, competitors and employees, the basis of establishment of the basic ideas, technological advantages, development direction, common faith and business objectives of an enterprise. These can be called the "theory of business" of an enterprise. 
 
斯林百兰的经营理念： 4S合作理念
Slumberland's theory of business: 4S cooperation 
学习理解Study
Study and understand 
以公司利益为重 Sole proprietorship interests go first
Sole proprietorship interests go first 
规范行为 Standardization
Standardization 
灵活务实Spring
Spring 
 
希丁安（中国）包括了上海斯林百兰软家具有限公司和斯林百兰（哈尔滨）有限公司。它隶属于希丁安集团。外商独资企业，总部坐落在上海市闵行区沪闵路6088号凯德龙之梦大厦（上海工厂地址：闵行经济技术开发区绿春路227号）成立于1992年10月7日，主要产品是英国品牌“斯林百兰”、“富豪”床垫、套床、睡枕、睡褥、沙发等。主要设备由英国引进，并采用斯林百兰独特技术——保背健袋装及连锁睡姿弹簧系统，经严格的品质管理生产优质的床具。
Hilding Anders (China) is the parent of Slumberland Soft Furniture Shanghai Co., Ltd. and Slumberland (Harbin) Co., Ltd., and is a subsidiary of Hilding Anders Group. It is a foreign-owned enterprise, headquartered at Cade Dragon Dream, 6088 Humin Road, Minhang District, Shanghai (with its Shanghai Factory at: 227 Lvchun Road, Minhang Economic and Technological Development Zone), established on October 7, 1992. The main products include mattresses, bed sets, sleeping pillows, cotton-padded mattresses, sofas, etc., of British brands "Slumberland" and "WXZ". The main equipment is imported from the UK adopting unique Slumberland technology - Spinalmate pocketed interlinked posture spring mechanism, which is a bed facility through the strict quality management and of high quality. 
 
自开业以来，每年保持30%的销售增长率，为越来越多的人们认同。优良的成长业绩为业界有目共睹，且在零售和酒店的客户与日俱增。
Since opening, Hilding Anders (China) maintains a 30% annual sales growth and has been recognized by more and more people. Excellent growth performance is obvious to all in the industry, and the number of its retail and hospitality customers keep growing. 
 
目前斯林百兰在全球超过85个国家和地区生产及销售。
At present, Slumberland has its products produced and sold in more than 85 countries and regions in the world. 
 
希丁安亚太地区拥有马来西亚、泰国、中国的哈尔滨和上海四间直营工厂。
Hilding Anders has four factories under its direct control in Asia-Pacific region, including Malaysia, Thailand, China's Harbin and Shanghai. 
 
 
1.21希定安（Hilding Anders）简介
1.21 Profile of Hilding Anders 
 
瑞典-希丁安集团，创立于1939年，是欧洲第一的床具制造集团之一。
Sweden - Hilding Anders Group, founded in 1939, is one of Europe's leading manufacturing groups of bedding. 
希丁安集团在世界二十多个国家拥有超过四十家工厂和7千名员工，年营业额超过11亿美元。同时也是欧洲床具行业多个知名品牌的拥有者。希丁安集团实力雄厚，旗下拥有各种不同的知名床具公司及品牌，在其各自的国家和地区都已成为同行业中的领导者
Hilding Anders Group has more than forty plants and seven thousand employees in more than twenty countries around the world, and has an annual turnover of over $1.1 billion. And it is also the owner of several well-known brands in Europe. The powerful Hilding Anders owns a variety of well-known mattress companies and brands, which have become leaders in the industry in their respective countries and regions. 
 
Hilding Anders 精神
Hilding Anders's Spirit 
•
• ‘始终保持领先’
• 'Be always leading' 
•
• ‘比别人成长快’
• 'Grow faster than others' 
•
• ‘如果我做了一个坏的交易，我就要用两个好的来补偿’
• 'If I did a bad bargain, I will make it up with two good ones' 
 
Hilding Anders 使命
Hilding Anders's mission 
•
• 身体舒适
• Physical comfort 
•
• 人体工学+温度智慧+卫生健康
• Ergonomics + temperature smart + health 
 
Hilding Anders 人生观
Hilding Anders's philosophy 
 
精神饱满
Full of energy 
 
希丁安睡眠解决方案包含了丰富的设计与美学，满足不同人群的不同需求。换句话说，我们的床品不仅实用而且美观，消费者在他们感觉好的环境中休息，可以得到更好的睡眠。经久不衰的的睡眠解决方案保证了消费者在很长一段时间都可以睡好。
Hilding Anders's sleep solution contains a wealth of designs and aesthetic information to satisfy different needs of different populations. In other words, our bedding is not only practical but also beautiful, and consumers may rest in an enjoyable environment and can get a better night's sleep. The enduring sleep solution ensures that the consumers can sleep well for a long time. 
 
最终，我们的床和床垫对环境低污染，因为我们坚信我们所做的一切都是保护这个地球的环境，给人们提供更加舒适的睡眠环境。
Ultimately, our beds and mattresses result in less pollution to the environment, because we firmly believe that everything we do is to protect the Earth's environment and to provide people with a more comfortable sleep environment. 
 
低污染+耐用性+设计
Low pollution + Durability + Design 
 
Hilding Anders 愿景
Hilding Anders's vision 
•
• 核心价值 — 领先一步
• Core value - one step ahead 
•
• 核心价值 — 保证诚信
• Core value - Reliability and Honesty 
•
• 核心价值 — 强烈关注民生
• Core value - intense attention to the livelihood of the people 
 
1.22希丁安（中国）
1.22 Hilding Anders (China) 
 
斯林百兰为欧洲最大床具集团Hilding Anders旗下的独资企业，归属斯林百兰亚太集团，斯林百兰（Slumberland）是英国著名品牌，中国家具行业床垫知名品牌，曾享有两个英国皇徽使用的荣誉。
Slumberland is wholly owned by Hilding, Europe's largest bedding group, and belongs to Slumberland Asia Pacific Group. Slumberland is a famous British brand and a well-known brand in the furniture and mattress industries in China, and has been awarded two British imperial honors. 
 
斯林百兰是广泛公认的商标、品牌和标识。于1940年获得英国国王乔治六世授权加冕，又获得英国女王伊丽莎白二世及其皇母的皇家授权加冕，曾享有两个英国皇徽使用的荣誉，使斯林百兰成为广泛公认的商标、品牌和标识
Slumberland is a widely recognized trademark, brand and logo. It was coronated by King George VI of the United Kingdom in 1940, was coronated by Queen Elizabeth II and the King's mother later on, and received two imperial honors by the British Palace, which have made Slumberland a widely recognized trademark, brand and logo. 
 
 
在希丁安的眼中员工是企业最珍贵的财富
In the eyes of Hilding Anders, employees are the most valuable asset. 
 
只有脚踏实地才能步步前行，斯林百兰---成长中的软家居行业“弹簧队长”
Only by proceeding step by step can Slumberland become the "Captain Spring" in the soft furniture industry. 
 
希丁安（中国）销售分布：
Sales Distribution of Hilding Anders (China): 
 
中国区主要包括希丁安（上海）公司  希丁安（哈尔滨）公司
Its products in China are mainly distributed by Hilding Anders (Shanghai) and Hilding Anders (Harbin) 
 
斯林百兰已在中国开设和拥有上百家直销专卖店及加盟商团队
Slumberland has established and owns hundreds of direct sales stores and franchisee teams in China. 
 
 
我们坚信员工是希丁安集团最珍贵的财富，每一次的成功都有你们的辛勤付出，没有你们，就没有斯林百兰的今天。在希丁安这个大家庭中，每个人都是家庭中最重要的一份子，每个人都有自己的舞台，群策群力，并肩作战。所以作为大家庭的一员，实在有必要全面深入地了解一下企业的历史、文化、精神、目标，有了解才会有认同，有认同才会去热爱。
We firmly believe that employees are Hilding Anders Group's most precious wealth, every success is the result of your hard work, and there is no Slumberland's success today without your hard work. Everyone is an important member in Hilding Anders's big family, and everyone has his/her own stage. All of us are exerting our efforts and fighting together. So as a member of the family, it is necessary for you to comprehensively understand its history, culture, spirit, and targets, as understanding is the basis of recognition and recognition is the basis of passion. 
 
 
我们知道所有的成功都是从点点滴滴的累积开始，在市场前沿，我们力争领先，因为斯林百兰人坚信只要不懈努力、执着进取，总有一天斯林百兰会成长为软家俱市场的巨人。当然成功是一段艰辛漫长的路，需要我们大家的齐心合力。
We know that all our success starts from accumulation bit by bit, and we must strive to forge ahead in the forefront of the market, as Slumberland firmly believe that Slumberland will grew into a giant in the soft furniture market some day with our unremitting efforts and perseverance. Of course, there is a difficult and long road to success which requires concerted efforts of all of us. 
 
希丁安（中国）是一片广阔的天空，你就是那展翅高飞的雄鹰，尽情畅扬在希丁安的天空中，真心的祝福你们飞得更高、更远。
Hilding Anders (China) is a vast sky, and you are a soaring eagle soaring in the sky. We sincerely wish you fly higher and farther. 
 
 
小巨人——弹簧队长成长之路：
Little Giant - The path of growth of Captain Spring: 
 
公司生日：1992年10月，上海斯林百兰软家具有限公司成立。
Birthday of the Company: In October 1992, Slumberland Soft Furniture Shanghai Co., Ltd. was established. 
 
公司背景：斯林百兰是瑞典希丁安集团属下斯林百兰亚太区其下的控股子公司。
Company Background: Slumberland is a subsidiary held by Swedish Hilding Anders Group in the Asia-Pacific Region. 
 
公司成员组成：公司中高管理层汇集了一批曾经在业内著名家具公司任职，具丰富行业运作经验的高级专业人士。
Company Members: The top management of the Company is made up of a number of senior professionals with rich experience in the operation of the industry who used to be employed by renowned furniture companies in the industry. 
 
斯林百兰的宗旨：给世人带来一张属于最私人的“世界上最舒适的地方”。
Slumberland's philosophy: To create the world's comfortable place" which is also the most private. 
 
斯林百兰的目标：跻身世界十大名床。
Slumberland's goal: To become one of the world's top ten bed brands. 
 
斯林百兰的使命：
Slumberland's mission: 
 
以专业精神致力于中高端软家具的引进、生产和销售，力求为消费者提供最好的家具终端产品；以最好的产品和服务，使我们的顾客满意，使公司成长并造福员工及社会
We are committed to the introduction, production and sales of high-end soft furniture with professional spirit, striving to provide consumers with the best furniture terminal products, to satisfy our customers, satisfy our customers, make our Company grow, and to benefit the employees and the society. 
 
1919年英国的一位名叫约翰（John Seccombe）的年青人，立志为人们提健康、舒适的完美睡眠产品，创立了斯林百兰公司Slumberland的原意即为适睡眠之地。
In 1919, a British young man named John Seccombe was determined to provide people with perfect, healthy and comfortable sleep products, and founded Slumberland, the original meaning of which is suitable sleeping place. 
 
1940年斯林百兰获得英国国王乔治六世的授权加冕之后，又获得英国女王伊丽莎白二世及其皇母的授权加冕。
In 1940, Slumberland was coronated by King George VI of the United Kingdom, and later on it was coronated by Queen Elizabeth II and the King's mother. 
 
1964年获得Posture Spring连锁睡姿弹簧专利技术。
In 1964, it received the patent of Posture Spring. 
 
1987年斯林百兰哈尔滨公司成立。
In 1987, Hilding Anders (Harbin) was founded. 
 
1992年斯林百兰上海公司成立。
In 1992, Slumberland Shanghai was founded. 
 
1994年独创Pocketed Posture Spring袋装连锁睡姿弹簧。
In 1994, it created the Pocketed Posture Spring. 
 
1998年斯林百兰亚太集团成立，拥有马来西亚、泰国、印度尼西亚和中国五间工厂，以及新加坡销售公司，负责亚太地区的生产及销售。
Slumberland Asia Pacific Group was founded in 1998 and owns five factories in Malaysia, Thailand, Indonesia and China, as well as the Singapore sales company responsible for production and sales in the Asia-Pacific region. 
 
2001年成为欧洲床具制造集团Hilding Anders成员。现在，斯林百兰已在众多国家和地区生产及销售。
In 2001, it became a member of Hilding Anders, a bedding manufacturing group company in Europe. Now, Slumberland is producing and selling its products in many countries and regions. 
 
1940年曾获得英国国王乔治六世授权加冕又曾获得英国女王伊丽莎白二世及其皇母的皇家授权加冕，享有两个英国皇徽使用的荣誉，使斯林百兰成为广泛公认的商标、品牌和标识。
It was coronated by King George VI of the United Kingdom in 1940, was coronated by Queen Elizabeth II and the King's mother later on, and received two imperial honors by the British Palace, which have made Slumberland a widely recognized trademark, brand and logo. 
 
HISTORY/ 悠久的历史-近百年制床之经验
Long history - Nearly a hundred years of experience in bed production 
 
斯林百兰以”皇冠寝具”之名成立于公元1919年，历经无数次的创新的发展，斯林百兰至今已有超过90年的高档床具制造经验。目前已经跻身成为英国最大的床垫及床组制造商之一。
1964年，斯林百兰研发出第一套特别为睡眠而设计的保背健弹簧，之后亦投入了大量的心力来研究改良此一独特设计的质量，以确保我们的每一件床具及床垫都能达到顾客的期盼，满足顾客所期望的舒适。　
Slumberland was established in 1919 with the name "Coronated Bedding", and gas more than 90 years of experience in manufacturing high-end bedding after the development and numerous innovations. At present, it has become one of Britain's largest mattress and bed manufacturers. 
In 1964, Slumberland developed the first set of Spinalmate posture spring designed specifically for sleep. Later on, it exerted a lot of efforts to improve the quality of the unique design to ensure that piece of our beds and mattresses can meet the customer expectations and the desired comfort.　
 
斯林百兰是目前世界上拥有最新技术的寝具制造商，也是欧洲的顶尖制床业团体 – 喜尔汀安德斯协会的成员之一。在欧洲地区，喜尔汀安德斯协会的市场横跨二十六个国家，拥有二十一个生产地点以及超过七千名的员工。产品样式广泛，所有产品均保证达到极其严苛的质量标准，并且可以透过遍布各地的广大的供货商购得。　
Slumberland is now a bedding manufacturer with the latest technology in the world, and is also a member of the Hilding Anders Association, leading bedding manufacturers' organization in Europe. The Hilding Anders Association has market across 26 countries in Europe, and 21 production sites as well as more than 7,000 employees. Its products are of various styles, and all the products are guaranteed to reach extremely stringent quality standards, and can be purchased through the majority of the suppliers in different areas.　
 
斯林百兰已经成为世界上最大的酒店床具供应商之一，服务于喜达屋酒店管理集团、洲际酒店管理集团、雅高酒店管理集团、凯宾斯基酒店管理集团、凯悦酒店及度假村管理集团、锦江酒店管理集团、万达酒店及度假村管理集团等世界著名酒店管理公司。
Slumberland has become one of the world's largest hotel bedding suppliers, and is supplying to famous hotel management companies in the world, such as Starwood Management Company, InterContinental Hotels Group, Accor Hotels Group, Kempinski Hotel Management Group, Hyatt Hotels and Resorts, Jin Jiang International Hotels Group, Wanda Hotels & Resorts Management Group, etc. 
 
1919年，John Seccombe先生于英国创立斯林百兰，2年后，创立者John Carpenter Secombe与哥哥Leslie开设了第一间工厂。 
「一线钢」弹簧的发明是床的演进史上一大突破，这项先进的技术，至今无法超越。更经由美国AIM弹簧制作协会以重达100公斤的压路机200万次来回辗过，实验证实完全不会变型。事实上，此弹簧早已超越英国基本标准的33倍(超越美国50万次标准多出4倍)。 
斯林百兰至今已拥有超越90年的优质床垫制造经验，荣获英国皇室完整认证的纯正英国血统床垫。在1999年成为第一家投入防瞒床垫生产的厂商斯林百兰，2000年更在新加坡亚太家具展中展出的床垫，并获颁吉尼斯世界记录世界最长的床垫弹簧，其测量长度为11.58m，宽度10.82 m和厚度为0.254m。长久以来，斯林百兰以在舒适睡眠领域位居世界领导者而自豪。由于专注于不断研究、发展、力求卓越，至今斯林百兰堪称全球床垫的鉴赏家。这就是为什么我们说：「一个人没有睡过斯林百兰床垫就没有真正睡着过。」
In 1919, Mr. John Carpenter Seccombe founded Slumberland in the United Kingdom. Two years later, he established the first factory with his brother Leslie. 
Invention of the "One-string" spring was a major breakthrough in the history of the bed, and this advanced technology has not been surpassed today. It was even tested by Automated Industrial Motion (AIM) of U.S.A. by rolling back and forth for over 2 million times with a 100kg roller, which proved that the spring would not change form. In fact, this spring has already 33 times beyond the basic standard of the United Kingdom (four times more than the US standard of 50 million times). 
Slumberland now has more than 90 years of experience in manufacturing high-quality mattresses, and won the honorary title of mattress of Britain purity awarded by the British royal family. In 1999 Slumberland became the first to invest in the production of anti-mite mattresses. In 2000, it displayed its mattresses in the Asia Pacific Furniture Exhibition in Singapore and its spring, 11.58m in length, 10.82m in width, and 0.254m in thickness, was recognized as the world's longest mattress spring in the Guinness world record. For a long time, Slumberland has been proud as one of the leaders of sleep comfort in the field. Due to the continuous efforts in research and development and striving for excellence, Slumberland has always been an international connoisseur of mattresses. That is why we say: "A person who never slept on a Slumberland mattress has never really slept." 
 
 
品质卓越‧舒適耐用
斯林百兰床垫的弹簧数是全球最多，比一般床垫高出2-7倍以上；独特的Z型边框平衡器，不但能使床边更坚固，同时能增加20%的睡眠面积。率先制造防螨床垫，所有的床垫表布均具备防火、防螨、抗菌、防霉4大功效。此外斯林百兰的每一张床皆经由老师傅以手工贯穿拉束线扣缝制，展现顶级工艺的超高技法。全球专利可折迭、一体成型下垫，弹簧数居全球之冠，上下垫同时使用可增加床垫寿命。
 
Excellent Quality ‧ Comfort and Durability 
The number of springs used with Slumberland mattresses are the world's largest, more than 2 to 7 times higher than ordinary mattresses. The unique Z border balancer can not only make the bed firmer but also increase the sleeping area by 20%. It is the first to manufacture anti-mite mattress, and the surface cloth of all mattresses are fire retardant, anti-bacterial, anti-mold, and anti-mite. In addition, all the buttons of each of the Slumberland beds are manually sewn by senior technicians, which shows ultra high techniques and skills. The globally patented Slumberland bed can be folded and has a monolithic underlay, the number of its springs are the greatest in the world, and both the upper and lower layers can be used at the same time, increasing the lifespan of the mattress. 
 
斯林百兰的经营策略：
Slumberland's Business Strategies: 
 
 
以人为本：信息时代，人才是真正财富。斯林百兰通过保证员工利益来保证股东利益。
People-oriented: Talents are the real wealth in the information age. Slumberland ensures the interests of its shareholders by ensuring the interests of its employees. 
 
稳健务实：同时肩负民族、社会和员工三大责任，在经营上力求脚踏实地，步步前行。
Steady and practical: Slumberland bears national, social and employees responsibilities at the same time, and progresses step by step forward down to earth in business operations. 
 
人和环境：稳定发展的员工队伍，在斯林百兰这个大家庭中伙伴们共同努力，力求企业和自身的良好发展。
Harmonious environment: Slumberland's staff is developing stably, and each member in this big family work together and strive to develop business and themselves at the same time. 
 
1.23 希丁安集团旗下品牌包括
1.23 Hilding Anders Group's Brands 
 
斯林百兰、普尔曼、星达奈、邓禄普、普利马、比库等，近30个享誉国际的床具知名品牌。
Nearly thirty internationally renowned bedding brands, such as Slumberland, Pullman, StarryNite, Dunlop, Primatone, Bhikkhu, etc. 
 
 
 
Hilding Anders 提供品牌产品和贴牌定制——一站式购物
Hilding Anders provides one-stop shopping, i.e., branded products and OEM customization 
 
Hilding Anders拥有超过20个国内、国际著名品牌
Hilding Anders has more than 20 domestic and international famous brands 
 
二、斯林百兰PG定位与职责说明 
II. PG Positioning of Slumberland and Job Description 
 
 
二、销售顾问工作职责
II. Responsibilities of the Purchase Guides 
 
2．1销售顾问的工作内容：
2.1 Jobs of Purchase Guides: 
 
服务：是零售行业的基础。应尽量迎合顾客的需要，提供全面及优质的销售/售后服务；
Services: The base of the retail industry. We should try to meet the customer's needs by providing comprehensive and high-quality sales/after-sales services; 
 
货品：是实现销售的基本条件。应按目标顾客的需求，采购合适的货品，以供顾客选择；
Products: The basic conditions for achieve sales. We should buy the right goods for target customers to choose according to their needs; 
 
店铺的陈列设计：良好的购物环境是提升顾客购买欲的因素之一，因此店铺的陈列设计及摆设应以营造一流的购物环境和气氛为目的，以方便顾客购买为原则；
Display design of stores: A good shopping environment is one of the factors to enhance the customers' desire to purchase. So we should create a first-class shopping environment and atmosphere through display design and decoration for the convenience of our customers; 
 
员工：所有的货品和服务都必须直接由员工（店员）介绍/推销给顾客，因此员工的素质极为重要
Employee: All the goods and services must be directly introduced/sold by the employee (clerks) to customers, so the quality of staff is extremely important. 
 
通过以上的简单介绍，销售顾问就是向店内消费者介绍斯林百兰皇家，经典等系列产品，促进消费者的购买，同时做好相应的销售辅助工作，包括补货、陈列、促销执行和陈列工具的合理使用等。
For the purpose of brief introduction, a purchase guide is an employee to introduce Slumberland Royal, Slumberland Classic and other products to consumers at the store, to urge the customers to buy, and complete other necessary jobs, including replenishment, display, promotion execution and reasonable use of display tools, etc. 
 
 
主要职责：
Main responsibilities: 
1）
2） 向消费者介绍斯林百兰各系列产品，促进消费者购买：
3） To introduce various Slumberland products to consumers and promote consumers to buy: 
–
– 掌握产品知识及促销技巧；
– To know about the products and gain sales skills; 
–
– 将产品的优/特点及促销信息传达到目标消费者；
– To communicate the advantages/features and promotional information of products to target consumers; 
 
 
2）及时补货：
2) Timely replenishment: 
–
– 确保所有进场产品及时上架；
– To ensure that all incoming products are put on shelves in a timely manner; 
–
– 维护货架产品、店内陈列工具和促销工具的清洁和美观；
– Maintain the products on shelves, the in-store display tools and promotional tools are tools clean and beautiful; 
–
– 收集竞争对手和消费者信息，并及时准确地完成相关报表；
– To collect information on competitors and consumers and complete related statements accurately in a timely manner; 
–
– 遵守公司和零售店的各项规章制度，维护零售店与斯林百兰公司之间的客情关系。
– To comply with the rules and regulations of the Company and retail stores, and maintain favorable relationship between the retail stores and Slumberland. 
 
 
3）关键衡量指标：
3) Key measurement indicators: 
–
– 销量目标的完成
– Sales goals achieved 
–
– 店内陈列维持达标率
– Compliance rate of maintaining in-store display 
–
– 及时准确的汇总每日销售信息并填报“销售周报表”
– Timely and accurate report of daily sales information and completion and submittal of "Weekly Sales Report" 
–
– 关注、收集各品牌好的措施，竞争品牌各类促销活动的内容及动向
– Attention to and collection of good sales measures as well as the content and trend of promotional events of each brand 
–
– 遵守公司的各项规章制度，服从商家的管理
– Compliance with the Company's the rules and regulations and the management of businesses 
 
 
4）所需要掌握的核心技能
4) The core skills to master 
–
– 专业知识
– Expertise 
–
– 公司
– Company 
–
– 产品
– Products 
–
– 相关的规章制度
– Relevant rules and regulations 
 
 
5）工作态度
5) Attitudes toward work 
–
– 勤恳踏实
– Diligent and practical 
–
– 积极主动
– Active 
–
– 自律负责
– Self-disciplined and responsible 
 
6）专业技巧
6) Professional Skills 
–
– 店面生动化技巧
– Vivid skills at the store 
–
– 店面沟通和销售技巧
– In-store communication and sales skills 
–
– 工作报告的填写
– Filling in work reports 
—
— 优秀营销人员应具备的能力要素
— The key marketing capabilities of excellent marketers 
 
7）回顾总结
7) Review and Summary 
 
2.2  销售顾问工作流程
2.2  Workflow of the Purchase Guides 
 
 
(1) 岗前准备
 (1) Pre-service preparation 
-
- 提前15分钟到岗；
- Arrive at post 15 minutes in advance; 
-
- 按照公司要求穿着制服，化妆及佩戴胸卡
- Wear uniforms, make up and wear badges according to requirements of the Company 
-
- 检查交接班信息，了解当天的工作重点和需要解决的问题
- Check shift information to understand the focus of the day's work and the problems to be solved 
-
- 进行营业环境卫生清洁，做到床架、床垫、标签及展示品等洁净无积尘
- Clean the business environment to keep the bed frames, mattresses, labels and displays clean and free of dust 
-
- 补充及上足产品，备齐助销用具
- Put the products on the shelves and supplement when necessary, and get the sales tools prepared 
-
- 检查产品标签，做到标签无误，一目了然
- Check and make sure the product labeling is correct and clearly visible 
-
- 清点产品和赠品库存
- Make an inventory of the products and gifts 
-
- 发现仓库货品不足，及时提醒并通知销售人员，跟进商品的到货情况
- Reminder and inform the purchase guides in a timely manner if the warehouse goods are insufficient, and follow up the delivery of the goods 
 
(2) 日常工作流程
 (2) Daily Workflow 
营业销售中
In business sales 
 
利用销售技巧与产品知识与顾客进行沟通，完成销售任务
Communicate with customers through use of sales skills and product knowledge to complete the sales tasks 
-
- 热情招呼距离货架3米内，靠近货架的顾客
- Warmly greet the customers within three meters from the shelves and customers near the shelves 
-
- 了解顾客的需求，为顾客介绍合适的产品
- Understand the customer's demands and recommend suitable products for customers 
-
- 向顾客推荐产品，对顾客做详尽的产品说明
- Recommend products and describe the products in detail to customers 
-
- 耐心解答顾客提出的疑问，对自己无法解答的问题进行记录，保留顾客联系方式，及时向公司反映
- Answer customers' questions patiently, record the questions which you are unable to answer, record the customer contact, and reflect to the Company in a timely manner 
-
- 促成顾客的购买
- Encourage customers to buy 
-
- 向顾客的购买表示感谢，目送顾客离去
- Expresses appreciation to the customer's purchase, and see the customer off 
 
非营业销售中
Out of business sales 
-
- 补齐货架所需产品，整理排面
- Replenish the products required on shelves and arrange them in order 
-
- 维护货架和产品的清洁
- Maintain the shelves and products clean 
-
- 了解竞争品牌的市场信息及商场动态
- Understand market information of competitors' brands and the trend of the store 
-
- 保持笑容和正确的站姿，等待下一位顾客的到来
- Keep a smiling expression and the correct stance while waiting for the arrival of the next customer 
 
处理顾客投诉
Deal with customer complaints 
 
抱怨有理，抱怨意味机会
Complaints are justified, complaints mean opportunities 
 
不要害怕，顾客抱怨有很多原因，有些是你的工作失误造成的，有些则不是，不管何种原因，我们都得积极面对，妥善解决，相信自己，你很出色，一个优秀的销售人员面对问题总能迎刃而解。在圆满解决顾客的抱怨后，说不定你又多了个朋友；
Do not be afraid of customer complaints, as they may have many reasons, some of which are caused by mistakes in your work while and some are not. For whatever reasons, we have to face them actively and address them properly. Believe in yourself as you are an outstanding and excellent purchase guide and are able to solve any problem successfully. Maybe you will make friends with customer whose compliant has been satisfactorily resolved. 
1.
2. 异议通常表示需要进一步的资料。如果能够处理恰当，便可协助交易
3. Objection often expresses the need for further information. If can handle it properly, it can help you in your deals. 
a)
b) 注意力集中，保持耐心
c) Be attentive and patient 
d)
e) 当某人提出异议时，不要认为这时针对您而感到不悦，通常，对方是需要进一步的资料或说明解释
f) When someone makes an objection, don't feel unhappy as it is against you. Usually, the objector only needs further information or explanation. 
4.
5. 谈话时间不要间断太久，好像在等待问题
6. Don't pause for long while talking as if waiting for a question 
a)
b) 如果关于服务态度方面的投诉，必要时要态度诚恳地进行道歉；
c) If complaint is about service attitude, sincerely apologize when necessary; 
d)
e) 如果关于产品方面的投诉，按照公司或商场的规则与流程要求进行处理；
f) If the complaint is about the products, handle it according to rules and processes of the Company or the mall; 
7.
8. 保持笑容，使用“合适”的身体语言
9. Keep a smiling expression and use the "appropriate" body language 
10.
11. 当对方发表抱怨或异议时，经常点头以示您明白对方的话语
12. When someone makes a complaint or objection, nod frequently to show that you understand the his/her words 
13.
14. 小心聆听
15. Listen carefully 
16.
17. 任何时候都保持正面、积极、乐观的脸部表情及态度
18. Maintain positive, active and optimistic facial expressions and attitudes at all times 
 
(3) 营业工作结束
 (3) At the end of business work 
工作交班
Shift handover 
-
- 整理货架，清点当班所有物品；及时填写报表与交接班信息；
- Arrange the goods on the shelves and make an inventory of all the items of your shift, and fill up statements and shift information in a timely manner; 
-
- 与接班人员进行工作交接；
- Hand over the shift with the successor; 
-
- 知会同仁后才能离开；
- Notify all colleagues before leaving; 
 
工作结束
End of job 
-
- 将当日发生的重要事情与需要解决的问题，填写在交接班信息表上；
- Fill up the important events and the problems to be solved on that day on the shift handover table; 
-
- 填写报表，包括门店调查表、竞争品牌市场信息表；
- Fill up the required statements, the store examination table, competitive brand market information table; 
-
- 清点库存，检查是否实物与报表是否相符；
- Make an inventory to check whether it is consistent with the existing goods; 
-
- 整理陈列货架，清点当班所有物品，确保无误后才能离开；
- Arrange the display shelves and make an inventory of all the items on your shift, and ensure that they are correct before leaving; 
 
2.21  销售顾问工作流程之单店店长工作流程
2.21  Workflow of the Purchase Guides - Workflow of One-store Managers 
 
开门营业前：   （前后约10分钟）
Before starting business (about ten minutes in advance), the manager must: 
 
-
- 全体签到，监督考勤情况。督促整理着装\仪容仪表；
- Check the checking-in of all members, and require their dressing and grooming;
-
- 查看交接班记录，店长日志确认，整理营业办公用品；
- Check the records of shift handover, confirm the manager's daily record, and arrange business office supplies; 
-
- 组织早会，下达指标，检查仪表，激励员工，传递信息，分配工作；
- Organize the morning meeting, assign the index, check the appearance, motivate employees, communicate necessary information, and assign jobs; 
-
- 检查进销存帐务、收银票据及现金交接记录；
- Check the delivery, sales and inventory records, cashier notes and cash transfer records; 
 
营业工作中：
In business sales: 
-
- 检查卫生及陈列出样情况；
- Check the cleaning and sample display; 
-
- 监督和教导店员的行为姿态；
- Supervise and instruct the behaviors and postures of the purchase guides; 
-
- 随机提醒和检查卖场卫生的维护情况；
- Remind about and check the cleaning conditions of the store where necessary; 
-
- 主动处理顾客投诉；
- Actively deal with customer complaints; 
-
- 做库存销售数据分析，下单补货；
- Analyze the inventory and sales data, place an order for replenishment; 
-
- 辅助销售主管的店员绩效考核；
- Assist the sales director in staff performance appraisal; 
-
- 店员思想沟通；
- Communicate with the staff; 
-
- 维持现场秩序和工作纪律；
- Maintain the order and abide by the discipline of the store; 
-
- 安排当班人员就餐；
- Arrange for meals of the staff on duty; 
-
- 陈列、销售技巧的跟进辅导和新产品知识分享；
- Follow up and guide the display and sales techniques, and share knowledge of new products; 
-
- 观察营业工作中的表现，发现问题，作为点评和后期改进计划；
- Observe the business performance to identify problems as the basis for reviews and subsequent improvement plans; 
-
- 店铺设施检查及反馈；
- Check and back feed on store facilities; 
-
- 当班工作交接事宜；
- Be responsible for shift handover issues; 
-
- 其他上级交办的事项
- Other matters assigned by superiors 
 
 
营业结束后：     （前后约10分钟）
After the close of business (about ten minutes) 
-
- 通知打烊准备工作；
- Inform for closing preparations; 
-
- 安排人员清点货品，打扫卫生，整理床铺，补充店铺货品；
- Arrange for inventory, cleaning, bed making, replenishment of store goods; 
-
- 汇总记录当天销售业绩及当天的进销存帐务处理；
- Summarize the records of sales performance of that day and handle the delivery, sales and inventory records of that day;; 
-
- 收班例会——总结一天工作，点评工作表现（视具体情况而定）；
- Regular meeting before closing - summarize a day's work and comment on job performance (as the case may be); 
-
- 填写店长日志及交接记录。
- Fill up manager's daily record and handover records. 
营业中不同时段的工作分配：
Job Assignments in Different Periods of Business: 
-
- 周末高峰——现场秩序、站位的控制；销售工作的协助、提醒；避免和化解店铺人员抢单；防范货品丢失；观察现场情况，发现问题进行总结
- Weekend peak - control the order in the store and the locations of the purchase guides; assist remind in sales; avoid and resolve purchase guides' competition for customers; protect the goods from being stolen; observe the scene and summarizes the problems found
 
交接班——  A、交接班前的交接准备。做好相关帐务；
Shift handover - A. Prepare for handover, and make the relevant accounting ready;
 
B、对当班期间出现的情况、待交代事项、需改进和待完成的地方在留言本上记录交接事宜；
 B. Record the handover issues on the guestbook, including the events during the shift, the issues to assign, the jobs to improve and complete, etc.; 
 
C、检查报表、现金、票据、办公用品、卫生整理情况与对班进行交接（若门店须接触现金，每日现金须及时上缴；由业务员人员在《直销商店销售清单》（见附件14）上签字，并将该清单第二、第三联带回公司，带回公司后现金交财务出纳，财务出纳核对签字后，返还第二联给销售内勤，第三联交给信贷控制内勤开收据
C. Check the reports, cash, notes, office supplies, cleaning and arrangement, etc., before handover (if the store has to receive cash, the cash shall be promptly paid to the management department on a daily basis; have the relevant purchase guide sign on the Store Retail Sales List (see Attachment 14), and submit the second and third copies to the Company, together with the cash, which must be registered by the accountant. After the accountant has confirmed by signing, return the second copy to the sales control office and the third copy to the credit control office for issue of receipt.) 
 
D、检查卖场仓库的卫生、陈列，补货情况及重要事项与对班进行交接；
D. Check the cleaning and arrangement, replenishment and other major issues of the store warehouse, and hand over the shift; 
 
 
例：SYDD（上海盛源大地）门店周一到周日闲时和忙时的工作侧重点
Example: Job focuses of the stores of ShengYuanDaDi Furnishing Square (SYDD) in business and non-business time from Monday to Sunday 
 
例： 周一 ：总结会议，周计划，调休，货品整合，分析周销售数据；
Example: Monday: wrap-up meeting, week plan, paid leave, goods integration, analysis of weekly sales data; 
 
例： 周二、周三、周四：大扫除，陈列调整，沟通，教导；
Example: Tuesday, Wednesday, Thursday: thorough cleaning, display adjustment, communication, guidance; 
 
例：周五：完成准备工作，下达周末指标，安排好加班人员；
Example: Friday: Completion of preparations, assigning weekend indicators, arrangement of overtime staff; 
 
例：双休周六日：冲量+销售，带动销售气氛；
Example: Saturday and Sunday: Inventory + sales, exciting sales atmosphere; 
 
2.22 部分区域收银工作流程
2.22 Cash Register Workflow for Certain Areas 
 
开始营业前：
Before the commencement of business: 
-
- 斯林百兰隶属直营门店单店
- Retail store directly under Slumberland 
-
- 当班POS机签到，开通设备电源。整理票据、收银台卫生
- (The employee of the POS shift) Check in, power up the device, organize the notes, and clean the cashier
-
- 确保现金的安全、确保顾客所购的每一件商品均已收银，不得遗漏；
- Ensure the safety of cash, ensure that each of the products purchased by the customers has been registered without omission; 
-
- 例行完成当天收银数据通讯，查看交接事项及现金交接记录；
- Complete the routine cashier data communications of that day, check the handover matters and cash transfer records; 
-
- 严格遵守唱收唱付的原则、遵循礼貌规范用语。
- Strictly abide by the principle of on-site payment and confirmation, follow the rules of courtesy and standard language. 
 
营业工作中：
During business: 
-
- 礼貌、热情的接待客户，详细介绍公司产品，对客户提出的各类问题应耐心回答，以诚待人，不急不燥；
- Serve the customers politely and warmly, introduce the Company's products in detail, answer all kinds of questions raised by customers patiently, treat people with sincerity and patience; 
-
- 站姿迎宾，微笑招呼“你好”！
- Stand to welcome each customer, smile and say "Hello"! 
-
- 唱收唱付，双手递接。清点现金和小票，POS小票应妥善保管；
- Pay and confirm on site, and receive and deliver with both hands. Count cash and receipts clearly, and keep the POS receipts with due care;
-
- 附加推销，说明产品的保养、售后及三包服务；
- Recommend other products, describe the that, after-sales and that of the products; 
-
- 送宾道别。叮嘱拿好随身物品，不要遗忘；
- See the customer off and say goodbye. Remind the customer not to leave his/her belongings; 
-
- 完成每日现金帐务交接；
- Complete handover of the daily cash accounts; 
 
营业结束后：
After the close of business: 
-
- 做日结帐，数据通讯上传；
- Prepare the daily settlement account and upload data communications; 
-
- 整理小票与现金核对，汇总门店销售业绩；
- Organize check receipts and cash, summarize sales performance of the store; 
-
- 每次刷卡均要求当班导购逐笔登记《每日刷卡记录表》（见附件16），并传真至信贷控制内勤处。信贷控制内勤据此开收据协助数据整理与分析；
- Require the purchase guide on shift to record each cash registration in the Daily Cash Registration Record (see Attachment 16), and fax it to the credit control office. The Daily Cash Registration Record will be used as basis for the Credit control office to issue receipts to assist in data collection and analysis; 
-
- 做好交接班记录本的记录（相关活动信息及现金票据交收情况）；
- Complete the shift handover records properly, including the information on related event and delivery of cash receipts); 
-
- 签退POS机，关闭设备电源；
- Sign off and power off the POS machine; 
-
- 及时填写《直销商店销售清单》在规定时限内完成现金款项及时上交、保存；
- Fill up the Store Retail Sales List in a timely manner and complete the delivery and storage of the cash within the prescribed time limit; 
 
《问题》
questions 
 
收银连带销售用语（结账前先30°C鞠躬），你会说些什么呢?
What would you say (30 degree bow first before cash registration) as a cash register and/or purchase guide? 
 
2.23 卖场商店的卫生维护标准
2.23 Standard for Store Cleaning in the Mall 
 
 
一、具体范围：
I. Specific scope: 
 
1、 地面：地胶、地毯、踏垫、凳子及桌面
1. Floor: adhesive, carpet, mat, stool and desktop 
 
2、 陈列架：货品墙、中岛台、层板、展示柜、展台、服务收银台等
2. Shelves: display wall, island desk, shelf plate, display cabinet, stand, cashier desk, etc.; 
 
3、 天花板：日光灯及其他照明设备、吊顶
3. Ceiling: fluorescent lamps and other lighting equipment, condole top 
 
4、 货品：所有出样的货品
4. Items: all kind of sampled items 
 
5、 门面：店面的道路（通路）、建筑物的外墙、灯箱、门头、橱窗、玻璃
门等
5. Appearance: path (passage) in front of the store, outer walls of the building, light box, door head, windows, glass door, etc; 
 
 
6、 仓库：货架、货品
6. Warehouse: shelves, goods 
 
7、 收银台：抽屉、垃圾桶、店面形象POP
7. Cashier: drawers, garbage cans, store image POP 
 
8、 设备：空调、空调过滤网、风幕机、电脑、pos机等店铺设备
8. Equipment: air-conditioning, air conditioning filters, air curtains, computers, POS machine and other store equipment 
 
9、 备品：烟灰缸、装饰花等
9. Spare: ashtrays, decorative flowers 
 
10、 宣传品：当季产品海报、台卡、推广标签、展架
10. Promotional materials: posters, desk cards, display racks of the products of that season 
 
11、 射灯及灯带线路通道无灰尘、水渍
11. Circuits of the spotlights and light belts must be free of dust and water 
13、
14、 其它：店内是否有异味
15、 Other: Check the store to see if there is peculiar smell 
 
 
二、执行标准
II. Execution standard 
 
1. 门头
1. Door head 
-
- 为保持门店卫生整洁，店铺每月一次定期进行门面清洁
- The store facade must be cleaned once a month on a regular basis to keep our stores clean and tidy 
-
- 除此外，平时也应不定期进行维护、清洁
- In addition, unscheduled maintenance and cleaning should also be conducted 
-
- 要求门面无灰尘、无污渍、有亮度，字体不脱落不模糊
- The facade must be free of dust and dirt and brightness, and words must be well maintained to keep them from falling off and fading off 
 
2. 地面
2. Floor 
-
- 地面由店长安排值日卫生表，勤拖勤换洗
- The store manager must prepare floor cleaning arrangement and require frequent cleaning, mopping, washing, etc. 
-
- 地面无杂物、污渍，干净通畅
- The floor must be free of debris and stains, clean and smooth 
-
- 雨天地面需要注意保持干爽，以防顾客小孩老人滑倒
- The floor must be kept dry on rainy days to so that the customers, children and the elderly will not slip 
 
3. 货架道具
3. Shelves props 
-
- 陈列货架道具上的螺丝、接口等必须紧固
- The screws, interfaces, etc., of the display shelf props must be fastened 
-
- 爱护货架，小心利物将床垫，枕头等针纺制品刮伤刮破及勾丝
- Care for the shelves, carefully prevent anything sharp from cutting and scratching the mattresses, pillows and other textile products 
-
- 保持陈列货架道具无灰尘，无污渍
- Keep the display shelf props free of dust and stains 
-
- 玻璃货架或展示台上不要堆放重物
- Do not pile up heavy objects on glass shelves or showcases 
 
4. 天花板：无蜘蛛网，灯口朝向准确，无积灰
4. Ceiling: Free of cobwebs, lights shining in correct directions and free of ash deposit 
 
5. 设备：无积灰，无损坏{有设备故障及时反馈} 
5. Equipment: free of ash deposit, no damage (report equipment failure, if any, in a timely manner) 
 
 
6. 收银台
6. Cashier counter 
-
- 收银台上只准放置工作日用品，不准放置私物。
- Only work necessities are allowed to be placed on the cashier counter, and no private property is allowed. 
-
- 收银台每天擦洗，确保整洁
- Cashier counter must be cleaned every day to keep it clean. 
-
- 收银台上物品放置须整洁有序，不得乱堆乱放。
- Items on the cashier counter must be clean and orderly, and may not be discarded or piled up randomly. 
 
7. 垃圾箱内垃圾不得超过8分满，早晚班各自清理垃圾并倒掉，垃圾不能过
3/4处或发出异味
7. Garbage bins must be vacated within not more than eight minutes after it is full; the cashier desk must be cleaned up and the garbage must be dumped by the cashier on shift; the garbage items must not be over three or four in number and no foreign flavor is allowed 
 
 
8. 照明设备
8. Lighting equipment 
 
店长或当班顾问下班前须仔细检查照明开关，尤其是外打灯（灯源），不要忘关。
The store manager or the guide on shift must check the lights and switches carefully before closing of the day, especially, turn off the outside lights (light sources). 
 
9. 电源
9. Power supply 
-
- 店内任何员工都要知道总电源开关之所在位置，出现意外情况先关掉总电源。
- Any employee in store must know the location of the main power switch, and switch off the main power first in case of an emergency. 
-
- 总电源应经常注意查看维护，防止出现意外
- The main power should be maintained frequently to prevent accidents 
 
10. 电话
10. Telephone 
-
- 电话为公司与店铺联络的重要通讯工具，话铃声响起3声内有人接听
- Telephone is an important tool for communication between the Company and the store, and must be answered immediately within three rings 
-
- 店长应注意店铺的电话管理，标准用语“您好，Slumberland××店！”
- The manager should pay attention to the management of the telephone of the Store, and use the standard term "Hello, this is the Slumberland * * store!" 
-
- 店里任何人员严禁拨打私人电话，电话费会严格按总部标准执行，超过部分须店铺自行承担
- Use of the telephone by anyone in the store for private calls is strictly prohibited, the telephone fee will be in strict accordance with the headquarters standards, and the excessive costs shall be borne by the store itself. 
 
11. 其他
11. Other 
-
- 有独立空调设置的门店建议室内温度以26度为宜
- It is recommended that store with independent air conditioning sets should keep the indoor temperature below 26 degrees. 
-
- 注意店铺用电负荷
- Pay attention to electricity load of the store 
 
请保持商铺的干净和整洁是店长日常管理中一些很重要的内容，除早晚、交接班集中做卫生外，店长要依据店铺的实际情况，对店铺卫生做随时的监控，店铺员工应养成随手清洁的良好习惯
It is a very important content of daily management work of the store manager to keep the store clean and tidy. Besides the overall cleaning at the time of shift handover in the morning and evening, the store manager must monitor the cleaning of the store at any time, and the employees of the store shall form the good habit of cleaning at any time. 
 
三、注意要点：
III. Focuses: 
 
1. 店铺卫生的打扫早晚各一次{早：早上开门前10分钟；晚打烊前15分钟}，每周一次大扫除，或由店长安排区域，店长和当班值日员做好检查，并做好交接工作
1. The store must be cleaned once in the morning and evening (10 minutes before opening for business in the morning; and 15 minutes before closing), cleaned thoroughly once a week, or the store manager should assign for the region to be cleaned by each employee, and the store manager the employee on shift should check and hand over. 
 
2. 营业期间作好维护和检查工作，以保持店内的整洁度； 平时维护：重点在于养成一个良好的习惯，保持干净的卫生环境；做到地面整洁、无污渍。 经常检查陈列商品的卫生情况，及时进行更换和清洗（特别是脚垫）；
2. Properly maintain and check the cleaning during business hours to maintain the store clean. Daily maintenance: the key is to develop a good habit to keep the store clean and keep the floor clean and free of stains. Check the cleaning of the goods on display frequently, and replace and clean in a timely manner (especially foot pads); 
 
 
2.3PG销售顾问主要工作职责回顾与总结
2.3 Review and Summary of the Primary Responsibilities of the purchase guides 
 
一、PG销售顾问工作职责可以用四个字概括：卖、理、记、集
I. The responsibilities of the purchase guides can be summed up in four words: sales, arrangement, records, and collection 
-
- 卖：销售产品，向顾客提供完善的产品解决方案，执行销售和促销活动
- Sales: To sell the products, provide customers with complete product solutions, and execute marketing and promotional event 
-
- 理：整理货架
- Arrangement: To arrange the shelves 
-
- 记：记录销售报表、配件报表
- Records: To record sales reports, accessories reports 
-
- 集：收集，慕思，舒达等竞争（与斯林百兰形成竞争对手的当地主流品牌）对手信息
- Collection: To collect information on competitors (local mainstream brands competing with Slumberland), such as de RUCCI, Serta, etc.
 
1、 职责 衡量标准
卖 1．实现每月销量目标。 商店销量报表
2．向顾客提供完善的产品使用方案，引导顾客搭配购买。 巡店执行落实检查表
3．完成销售指标，向顾客传达准确的产品及促销信息。 巡店执行落实检查表
理 4．货架外陈列日常维护，货品摆放整洁；通知相关人员管理货架库存。 巡店执行落实检查表
记 5．准确记录各种报表。 每日商店检查表，召开例会
6．赠品及促销用品管理。 每日商店检查表，赠品报表
集 7．收集并汇报竞争对手信息。 每日商店检查表，召开例会
8．维持商店良好的合作关系。 每日商店检查表
 
2、 Responsibilities Standard of Assessment 
Sales 1. To achieve monthly sales target. Store Sales Report 
2. To provide customers with perfect product usage solutions, and guide customers in collocation and purchase. Store Implementation Patrol Checklist 
3. To achieve sales target and communicate accurate product and promotional information to customers. Store Implementation Patrol Checklist 
Arrangement 4. Maintain the off-shelf display to keep them arranged neatly and in good order; require the relevant persons to manage shelf inventory. Store Implementation Patrol Checklist 
Records 5. To record various reports accurately. Daily Store Checklist, regular meetings 
6. To manage the gifts and promotional products. Daily Store Checklist, Gifts Statements 
Collection 7. To collect and report competitor information. Daily Store Checklist, regular meetings 
8. To maintain cooperative relations favorable to the store. Daily Store Checklist 
 
 
2.4  PG销售顾问的工作制度
2.4  Rules for Purchase Guides: 
1.
2. 店销售顾问必须按时到岗，不得迟到早退。店销售顾问需提前15分钟到岗做交接，务必核实所有货品和账目
3. Purchase guides of the store shall: 
Arrive at post as scheduled, shall not be late or leave early. Purchase guides of the store shall arrive at post fifteen (15) minutes in advance for hand over, and must verify all goods and accounts 
4.
5. 上岗前需作好所有准备工作，如个人清洁、化妆、穿戴工服及胸牌、用品的清洁，整理及添置工作
6. Make all pre-service preparations, such as personal cleanliness, makeup, wearing work clothes and cleaning, finishing and additions, etc., of breast pieces, supplies. 
7.
8. 在工作时间内，门店销售顾问不准串岗嬉戏，不应无故离开工作岗位，若因急事或其他重要原因，在得到店长或商场负责人的许可后，方可离开工作岗位
9. Purchase guides of the store shall not visit other posts or dally, and may not shall walk off the job without due cause. In case of an emergency or for other important reasons, they may leave only after permission by the store manager or the person in charge of the Mall. 
10.
11. 熟悉公司产品的功能、性能、特点和卖点并利用所了解的其它公司产品的特性做衬托来突出本公司产品的性价比
12. Be familiar with the functions, performance, features and attractions of the Company's products of the and highlight performance-price ratio of the Company's products with the features of the products of other companies 
13.
14. 在工作时间内，店内顾问不许做任何与工作无关，干扰工作秩序的事情。比如看报，玩手机游戏等
15. During working hours, the sales consultants may not do anything which is not related to work or may interfere with the order at work, such as reading newspaper, playing mobile games, etc. 
16.
17. PG销售顾问只可以按公司定价销售产品，严禁以低于商场定价为他人代购产品，不允许销售任何促销品，试用品，奖励产品
18. Purchase guides can only sell products according to the Company's pricing, may not purchase the Company's products at prices lower than the standards of the Mall on behalf of any other, and may not sell any promotional items, tryouts, or reward products. 
19.
20. 例会：每周一次例会，总结上周情况，汇总周报表，产品培训及下周工作安排
21. Regular meetings: A meeting must be held once a week to summarize the work of the last week, complete weekly reports, arrange for product training and product training and work of next week 
22.
23. 保守商业机密：未经许可，禁止向第三方透露促销计划及生意数据，遇到巡店人员或自称是本公司员工者询问生意相关信息，经询问者出示有效证件后，方可回答
24. Trade secrets: Consultants may not disclose, without permission, promotional programs or business data to any third party, and may answer any question related to any business raised by any patroller or anyone who claims to be an employee of the Company after such patroller or claimed employee has presented his/her valid certificate. 
25.
26. 竞争品牌冲突：禁止诋毁同类产品，避免和回避谈论或提及同类产品品牌
27. Conflicts with competitors' brands: Consultants may not slander products of the same kind, and shall avoid and evade talking about or referring to similar products or brands 
28.
29. PG销售顾问请假应事先申请并得到店长或公司主管的批准后方可生效。如休员工假应提前7天向公司人事申请并得到批准；如请病假应出示医生签发的病假建议书经公司批准后生效（急诊可事后补假）；如请事假须经督导批准并自行落实好替班人员后方可生效；如因某些特殊情况，无法事先得到批准，应尽早向公司解释并履行补假手续
30. purchase guides shall ask for permission first before leave of absence and the application may become effective after approval by the store manager or the Company Manager. Employees' leave shall be subject to application and approval by the Personnel Department of the Company seven (7) days in advance. In case of sick leave, the employee shall produce the sick leave proposal issued by the doctor and the sick leave shall become effective upon approval by the Company (or subject to subsequent application in case of emergency treatment); Business leave shall be subject to approval by the Supervisor and arrangement of the next shift by the employee. If the leave cannot be approved in advance in case of special circumstances, the employee shall explain to the Company and perform compensatory leave formalities as soon as possible. 
 
2.41促销流程
2.41 Promotional Process 
 
促销前：
Before promotion: 
the store should: 
-
- 公司统一发布活动方案，及时接受促销指令和方案，熟知促销详细内容
- Accept promotional instructions and programs in a timely manner and familiarize with the promotional details after the Company releases the program of the event on a unified basis; 
-
- 制定促销执行步骤，思想动员同仁和传达促销计划及时间
- Develop promotional steps, mobilize the staff and communicate promotional plans and schedule 
-
- 陈列促销用具、物料、货品
- Displaying promotional tools, materials and goods 
-
- 联系门店负责人，保证促销活动有充足的货品
- Contact person in charge of the store, there are plenty of promotional activities to ensure the goods 
-
- 布置促销柜/铺氛围（台卡、单页/吊旗、pop海报等）
- Arrange the promotional cabinets/beds to create the shopping atmosphere (desk cards, leaflets/hanging banners, pop posters, etc.) 
 
促销中
In promotion 
-
- 互相搭配在销售过程中的促销信息传递
- Arrange and match the promotional information for sales 
-
- 追踪活动实施效果，及时发现总结问题，灵活调整促销售卖口号或计划
- Track the effects of the event conducted, discover and summarize the problems in a timely manner, flexibly adjust promotional and sales slogans or plans 
-
- 追踪货品及物料情况并及时补货
- Track the goods and materials and replenish in a timely manner 
-
- 向上级主动反馈活动情况，寻求上级支持
- Actively report event to the superior to seek support 
 
促销后
After promotion 
-
- 整理促销现场，统计、处理促销活动物料归整
- Arrange promotional site, prepare statistics, and deal with and replace the promotional materials 
-
- 统计促销货品和赠品数量
- Count the promotional items and gifts 
-
- 促销及实施过程经验总结，反馈促销结果及建议。{由销售主管牵头分析绝对增长和活动占比（金额、客流、成交）广告效果等}
- Summarize the experience in the process of promotion and implementation, feedback promotion results and advice. (The sales supervisor shall be responsible for analysis of the absolute growth the proportion in such event (amount, customer flow, and turnover), advertising effect, etc.) 
 
 
2.42服务流程
2.42 Service Process 
 
1、拦截，打招呼
1. Welcome and greet customers 
 
2、留意顾客需要
2. Pay attention to the customer's needs 
 
3、介绍货品
3. Introduce goods 
 
4、鼓励试睡
4. Encourage customers to try sleeping on beds 
 
5、附加销售
5. Packaged Sales 
 
6、安排付款
6. Arrange payment 
 
7、完成售货过程
7. Complete the sales process 
 
 
2.5店内促销项目管理流程
2.5 In-store Management Process of Promotion Project 
 
 
2.5店内促销项目概述
2.5 Overview of In-store Promotion Project 
定义：
Definition: 
-
- 店内促销指在公司为传达品牌/产品信息，影响消费者购买，提高店内销量而在零售终端进行的短期促销活动 
- In-store promotion refers to short-term promotional event at retail terminals to communicate the information on brand/products of the Company to influence consumers' purchase and improve the sales of the store. 
 
 
A）店内促销的地点
A) Locations for in-store promotion 
零售卖场内
Inside retail stores 
-
- 主货架
- Main shelves 
-
- 堆头
- Product piles 
零售卖场外
Outside retail stores 
-
- 卖场前庭
- Stores vestibular 
-
- 特价场
- Special offer place 
-
- 促销广场
- Promotion square 
-
- 商场出、入口
- Entrances and exits of the Mall 
 
B）通常店内促销的形式
B) usually in the form of in-store promotions 
-
- 买赠（免费赠品、累计赠品、刮刮卡、换购等）
- Gifts for purchases (free gifts, cumulative gifts, scratch cards, swaps, etc.) 
-
- 降价/ 折扣
- Depreciation/discount 
-
- 优惠券
- Coupons 
-
- 抽奖
- Lucky draws 
-
- 有奖问答/ 游戏
- Quiz/game 
-
- 现场演示/ 表演
- Live demonstration/show 
-
- 其它
- Other 
 
2.6 店内促销项目执行流程
2.6 Implementation Process of Promotion Project 
 
 
店内促销项目准备
Preparation of the in-store promotion project 
-
- 参加由销售主管牵头的促销项目培训
- Participate in the training on promotion project led by the Sales Director 
-
- 了解本次促销活动的主题与执行要求
- Understand the theme and implementation requirements of this promotional event 
-
- 明确促销执行标准，包括站位、活动范围、标准用语、道具摆放等
- Specify the promotional standards, including standing positions, scope of the event, standard language, arrangement of props, etc. 
-
- 了解进行本次促销活动可获得的报酬及奖惩规定
- Understand requirements for the rewards obtainable in this promotional event and the punishment 
 
场地布置
Layout of the Site 
-
- 确定位置：在指定位置，吸引人流，突出、显眼
- Specify positions: Specify the positions which may attractive, prominent and outstanding to the passers-by 
-
- 场景布置：符合项目卖场管理要求，活动主题鲜明，明确传达品牌和活动信息
- Layout of scene: Meeting the requirements for the management of the project of the store, with clear theme of the event, clearly conveying the information on the brand and the event 
 
 
促销活动店内执行
In-store implementation of the promotional event 
-
- 在岗时间按照工作流程完成各项工作（具体要求请参照销售顾问工作流程）
- Achieve all the jobs in shift hours according to the workflow (please refer to workflow of the purchase guides for the specific requirements) 
-
- 确保促销商品及赠品的库存与其发放的登记相符
- Ensure that inventory of the promotional items and gifts are consistent with the receiving records 
-
- 正确填写报表，按时提交
- Fill up the reports properly and submit on time 
-
- 店内促销项目结束
- Conclusion of the in-store promotion project 
 
三、斯林百兰PG定位与职责说明
III. PG Positioning of Slumberland and Job Description 
 
3.0扎实的基础知识
3.0 Rich Knowledge 
 
终端销售顾问所需要的知识，既包括销售业中务所涉及的专业理论、行业知识等。也包括宽泛的市场营销理念、社会交往中的人际关系等等。
The knowledge necessary for terminal purchase guides includes the professional theories, knowledge of the industry, etc., involving the sales industry, as well as a wide variety of marketing concepts, personal relationship in social interaction, etc. 
 
再销售产品前，先问一问自己的知识过关了吗？
First ask whether your knowledge is sufficient enough before selling the products. 
 
（1）产品知识（专业理论）
 (1) Knowledge of the products (professional theory) 
 
优秀的销售人员必定是一个专家，一个可以成为客户顾问的人。只有了解了产品知识、性能特点，才能向客户更准确地介绍产品。 同时，你的专业也让客户更信赖你。
An excellent purchase guide must be an expert, a person who may become an adviser of the customers. Only based on deep understanding of the products can you introduce products to customers more accurately. At the same time, your specialty will also make you more reliable to customers. 
 
（2）企业文化
 (2) Corporate Culture 
 
销售人员其实就是企业的对外形象大使。要像了解自己家一样了解企业，这样才能让客户感觉到你对公司的认同，才能让人感觉到你的自信，从而相信你的介绍而接受你的产品。
In fact, the purchase guides are image ambassadors of enterprises. You must understand your Company just as you know about your family, so the customers will feel that you are recognized by the Company, feel your self-confidence, and believe your introduction and accept your products. 
 
另外，终端销售业务是斯林百兰公司整体价值链的一个环节，在工作中，我们销售顾问是需要其他部门的配合与支持，那么，对公司情况的了解，特别是企业运行政策的了解，会使你更加清楚你能够为客户争取什么?不能承诺什么?这样，你在从事销售工作时才能更加得心应手。
In addition, terminal sales business is a link of Slumberland's value chain as a whole. Our purchase guides need assistance and support of other departments in work, so understanding of the Company, especially understanding of the Company's operating policies, will enable you to be more clearly sure about what you can do for, and what you cannot commit to, the customers. So, you will feel handier in sales. 
 
（3）行业知识
 (3) Knowledge of the industry 
 
客户购买产品，势必要货比三家。作为优秀的销售顾问，必须能够为客户提供很好的行业知识参考，在客户有需求时能够提供自己品牌与竞争对手的产品之间优缺点对比，从而引导客户正确消费。而这就需要销售人员拥有丰富的行业知识。
Customers are surely to compare different products before purchase. An excellent purchase guide must be able to provide customers with very good knowledge of the industry for reference, and provide comparison of the advantages and disadvantages between our own brand and the products of competitors, so as to guide customers to purchase correctly. So it is necessary for purchase guides to have extensive industry knowledge. 
 
（4）其他知识
 (4) Other knowledge 
 
成功的销售顾问能够与所有目标顾客取得共鸣，被客人所接受。PG导购需要在平日里不断累积各类知识，以便应付各种各样的客户。总结如下表
Successful purchase guides can sympathize with and be accepted by all the target customers. Purchase guides must continuously accumulate all kinds of knowledge in daily work in order to serve all kinds of customers. Such knowledge is summarized as follows 
工作的干劲
明朗的个性
责任感
敏捷性
上进心
洞察力
积极性 充沛的体力
勤勉性
忍耐性
诚实守信
良好的记忆力
具有爱心 参与的热忱
谦虚
易于亲近
自信心
冷静
不屈精神
Work motivation 
Active personality 
Consciousness of responsibility 
Agility 
Self-motivation 
Insight 
Enthusiasm Abundant physical strength 
Diligence 
Patience 
Honesty and trust 
Good memory 
With love Enthusiastic participation 
Modesty 
Approachability 
Self-confidence 
Calmness 
Perseverance 
3.1 打动人心的第一印象
3.1 First Impression to Touched People's Hearts 
 
珍惜最初的6秒钟
Cherish the first six seconds 
 
年轻人经常说的，**某和**某是一见钟情之类的话，所谓的一见钟情，就是两人初次见面，在大概6秒钟内就能对比做出评价。这种印象主要来自于人的眼睛，而无需通过语言。
Young people often say, ** and ** was love at first sight. The first sight is actually the first impression when two persons meet and will form an evaluation in about 6 seconds. Such an impression is primarily from human eyes without having to use language. 
 
在此意义上说，你有6秒钟的时间来给顾客创造良好的第一印象。所以，作为销售顾问的您要格外珍惜这最初的6秒钟。在这6秒钟里，请你学会用眼睛说话。人们常说：“眼睛是心灵的窗户。”这是再恰当不过的比喻。有时，有声语言无法表述出来的内心世界，也能从人的眼睛里显示出来。难怪有人说：“眼睛是表现人的内心情感的最直接、最真切、最丰富的器官。”的确，不论是喜怒哀乐，还是悲恐惊惧，都能用眼神来表达，有的心理学家还得出这样的结论：人的视线活动概括了70%的态势语言表达领域。
In this sense, you have six seconds to create a good first impression to the customer. So, you should especially cherish the first six seconds as a purchase guide. Please learn to speak with your eyes in the six seconds. People often say: "The eyes are the windows of the soul." This is a very appropriate metaphor. Sometimes, the inner world which spoken language can't fully express will be shown from the people's eyes. It is no wonder that people say: "The eyes are the human organs which can manifest people's inner feelings most directly, most accurately and most abundantly." Indeed, all your joys, anger, sorrows, grief, fears, surprises, and dreads, can be expressed with your eyes. Some psychologists have come to the conclusion that human vision covers 70% of the scope of expression of body language. 
 
目光不仅在态势语言中处于首要地位，在行销活动中也具有非常重要的作用。因为在交往中，人们相互接触，多数是处于对视状态的。这就给彼此提供了通用眼神了解对方的机会。你可以通过目光了解顾客的思想情绪和真实的意图，你还可以用自身的目光传递你所要表达的信息
Eyes are not only the most important in body language, but also play a very important role in sales activities. As people are mostly looking at the other's eyes in social interaction. This provides an opportunity to understand each other through the expression in eyes. You may understand emotions and thoughts and true intentions of the customer through the eyes, and you may also communicate the information you would like to express with your own eyes. 
 
想要推销产品，必须要先推销自己。只有把自己成功得推销给客户，客户才会考虑你的产品。销售人员给客户的第一印象往往是根深蒂固的，所以一定要力争给客户良好的第一印象，为今后展开销售工作打下良好基础。
You must promote yourself first if you want to sell products. The customer will consider buying your product only after you have successfully promoted yourself to the customer. The Customer's first impression of the purchase guide is often deep-rooted, so you must try to give the customer a good first impression, which will lay a good foundation for future sales. 
 
PG销售顾问在于客户初次见面时，需注意以下几点：
At the first contact with a customer, a purchase guide must pay attention to the following: 
 
（1）服饰。干净整洁是销售人员着装的基本要求，同时也要符合企业形象。
 (1) Dress Being clean and tidy is a basic requirement for the dress of the purchase guides, and are also manifestation of the corporate image. 
 
（2）言行举止。销售顾问的态度要彬彬有礼，说话要谦逊。这样你的客户会觉得你是一个有修养的人，愿意与你交往下去。同时，要注意避免语速过快、小动作、说大话等情况。
 (2) Language and behavior As a purchase guide, you must treat others politely and speak with humility. So your customers will think that you are a person of good manners and are willing to continue to contact with you. At the same time, you should be careful to avoid speaking too fast, nudging, and bragging, etc. 
 
（3）礼节。热情、真诚、谦虚、自信，这是销售人员要注意的基本礼节。
 (3) Courtesy Warmth, sincerity, modesty, and self-confidence, are the basic etiquettes the purchase guides should pay attention to.
 
行为举止：
Behavior: 
 
古人说“站如松，坐如钟，走如风”，就是要告诉我们一个人的举止能给人留下一个深刻的印象，同时指出了良好行为举止的标准。
As an ancient saying goes: "Stand straight like a pine, still stably like a bell, and walk lightly like wind". This requires that our behavior must leave a deep impression on others and provides a good standard for our behavior. 
站
Stand 
 
PG在咨询时，应抬头挺胸，身体成一直线。双手自然下垂或交叉放于身前。精神饱满，充满热情，主动与顾客打招呼，以45度角接近顾客。在征得顾客同意后，自信、准确地为其介绍商品，注意保持0.8—1.2米的距离。
As a PG, you should raise your head and stand straightly with your entire body in a straight line. Both hands should drop down naturally or cross in the front. Greet the customer voluntarily with enthusiasm and full of passion, and approach the customer from a 45-degree angle. With the consent of the Customer, introduce the goods to the Customer accurately and with self-confidence, and keep a distance of 0.8-1.2m. 
 
在没有顾客时，仍应保持良好的姿态，不能斜靠在展柜上，或扭曲，不成一条直线。
Even when there are no customers, you should still maintain good posture, and avoid leaning on the showcase or being distorted. 
说（用语）
Speak (Language) 
 
PG咨询时态度热情，口齿伶俐，语调清晰温和。认真听懂顾客的询问，针对顾客询问进行详细咨询，不要勉强顾客，为之介绍。请勿与现场的亲朋好友进行交谈，以免影响销售工作。
As a purchase guide, you must provide consultations warmly, and speak clearly, gently and fluently. Listen carefully to understand the customer's inquiries, provide detailed response to the customer's inquiries, and don't introduce or recommend contrary to the Customer's willingness. Do not talk with relatives or friends at the site so as not to avoid any influence on sales. 
 
   和顾客交谈，应使用敬语，语言和蔼，禁止使用商业忌语。
   Use honorific language amiably when talking to customers. And use of any commercial taboos is prohibited. 
 
问候语：“您好，欢迎光临/您好，欢迎来到斯林百兰。”
Greetings: "Hello, Welcome / Hello, welcome to Slumberland." 
 
 回答顾客要求时：“好的。”
 Response to the Customer's requirements: "Yes." 
 
需要顾客等待时：“请稍侯。“
Requesting the customer to wait: "Please wait for a moment." 
 
不能满足顾客要求或回答抱怨时：“对不起，/很抱歉……”
When unable to satisfy requirements of the Customer or respond to a complaint: "I'm sorry, /very sorry..." 
 
让顾客等候时：“让您久等了。”
Coming back to a waiting customer: "Sorry to have kept you waiting." 
 
顾客购买商品后：“谢谢您购买我们的产品。如果您在使用中有什么问题，请您随时拨打我们的服务热线电话。”
After purchase of the Customer: "Thank you for buying our products. If you have any questions in use, please feel free to call our service hotline at any time." 
视线
Sight 
 
一般谈话时，将视线停留在对方的整个面部或嘴附近较好。
In a conversation, it is recommended that your sight should stay in the entire face or near the mouth of the other's. 
下巴
Chin 
 
PG与顾客交谈时，下巴应平行、平视对方，这时候看起来最亲切自然。
When talking with customers, a PG should keep his/her chin parallel to the other's, look at the other with the eyes level, which will make you look most amiable and natural. 
表情
Facial expressions 
 
表现出自然柔和的微笑，不要强作笑脸。
Show a natural gentle smile, don't force a smile. 
接电话
Answer the phone 
 
1. 电话接通，要礼貌主动地介绍自己。如：您好！斯林百兰**店，***！。
1. When the call is connected, introduce yourself politely and actively. 
 For example: Hello! Slumberland * * store, ** ***!
 
2. 询问对方打电话之目的时，要用婉转的语气，礼貌的语言。如：请问您有什么事需要帮助？请问找哪位？
2. When asking about the purpose of caller, speak with melodious tone and use polite language. For example: What can I do to help you, please? Who do you want to talk to, please? 
 
3. 要弄清对方意图，才可以告诉对方要找的人的联系方式，必要时记下对方的联系方式。
3. You may provide the contact information the caller is looking for only after you have figured out his/her intention, and write down the caller's contact information if necessary. 
 
4. 当对方有话别之意时，方可顺势结束谈话并做话别语“再见”等。
4. When the caller intends to say goodbye, end the conversation immediately with farewell words, such as "Goodbye", and so on. 
打电话
Make a phone call 
 
礼貌用语，表明自己的意图。如：“您好！麻烦您帮我找一下***？您好！请问……？”
Use polite words and expressions to express your intentions. For example: "Hello! Can I speak to * * *, please? Hello! Could you...? " 
 
你要找的人不在，接电话者答应给你找，你应表示非常感谢。
When the person you want to speak to is not accessible and answerer promises to help you find him/her, you should express your gratitude. 
 
若对方暂时脱不开身，你也要表示谢意。
If the answerer is too busy to help you, you should also express your gratitude. 
 
你有重要之事，需要留下自己的联系方式及姓名，要用婉转的语气告诉对方。如：“我有一件事拜托你帮忙一下？”
If you have anything important, you should inform the answerer of your contact information and name tactfully in a mellowed tone. For example: "Could you please do me a little favor?" 
 
语调要温和，语气要平稳。打电话时学会使用使人愉快 电话礼貌用语。
Talk gently and smoothly. Learn to use polite words and expressions to please the answer. 
 
打电话时交待时间、地点、姓名要准确。
Provide the exact information, such as time, place, name, etc., when necessary, when making a call. 
 
接电话时，要控制好顺序与持续时间。
Control the sequence and duration when answering the phone. 
 
打电话要注意环境和语气。
Pay attention to the environment and tone when calling. 
打招呼
Greet 
 
顾客进入店铺时第一位与顾客接触的顾问必须用亲切的口语讲：“欢迎光临斯林百兰”！
When a customer enters the store, the first guide in contact with the customer must greet him/her kindly, "Welcome to Slumberland"! 
 
其次接触的所有店铺顾问使用除此之外的所有亲切的欢迎方式欢迎顾客，如：当顾客距离自己较近且正面相向时，目光接触，亲切的微笑：“您好！随意看一下！”“您好！有什么可以帮到您的！” 或以点头微笑的方式“下午好”！ 
In addition to the above, the second guide in contact must welcome the customer with all amiable greetings. For example, When the customer is very close in front of you, greet him/her with an eye contact and a cordial smile: "hello! Please feel free to take a look!" "Hello! How can I help you! " Or nod and smile, and say "Good afternoon"! 
 
当您正在接待顾客，有其他顾客挑选商品时，应当说：“您好！有需要请叫我。” 
When you are serving a customer and meets with another customer who is choosing a product, say "Hello! Please tell me if you need help." 
 
目光接触，面部表情自然，微笑（露出八颗牙齿为宜）。
Greet the customer with an eye contact and a natural facial expression and smile (with eight teeth seen). 
 
不要认为门店导购很容易
Do not think it is easy to be a purchase guide 
导购是一门很深奥的学问
Being a purchase guide is very challenging 
要成为优秀终端销售顾问，必须经过长期的专业训练
You may become an excellent terminal purchase guide only after a long period of professional training 
销售顾问必须是一个全才，要敏捷、勤快、积极向上
A purchase guide shall be a versatile person, and must be agile, hard-working, positive and aggressive 
 
《讨论》
"Discussion" 
 
故事—拉弟埃的成功之道
The story - the success of Egypt's road to pull brother 
 
 
贝尔那.拉弟埃是“空中汽车”收音机制造公司的著名推销专家，当他被推荐到“空中汽车”公司中，他面临的第一项挑战就是向印度推销汽车。这是件棘手的任务，因为这笔交易已由印度政府初审，未被批准，能否重新寻找成功的机会，全是特派员的谈判本领了。
Bernard Lathière, former general manager of "Airbus", was a famous marketing expert. When he was recommended to "Airbus", the first challenge he was facing was to sell cars in India. This was a tough task, as the deal was not approved by India Government after the first examination. Whether there was a chance of success would be dependent on the negotiating skills of the special agent. 
 
作为特派员，拉弟埃深知肩上的重任，他稍做准备就飞赴新德里。接待他的是印航主席拉尔少将。拉弟埃到印度后，对他的谈判对手讲的第一句话是：“正因为你，使我有机会在我生日这一天又回到了我的出生地。”这是一句非常得体的开头语，它简明扼要，但内涵却极为丰富。它表达了好几层意思：感谢主人慷慨赐与的机会，让他在自己生日这个值得纪念的日子来到贵国，而且富有意义的是：贵国是他的出生地。这个开场白拉近了拉弟埃与拉尔少将的距离。
As a special agent, Bernard Lathière was aware of the heavy responsibility on his shoulders, and flew to New Delhi after brief preparations. He was greeted by Major General Rall, then President of Air India. After arriving in India, the first words Lathière said to his opponents were: "Because of you, I had the opportunity on my birthday and came back to where I was born." These opening words were very decent and concise, but had very rich connotation. These words expressed several different meanings: Thanks to the host for his generosity of providing an opportunity for him to come to India on his birthday, which was a memorable day; And India was his birthplace. The opening pulled Lathière closer to Major General Rall. 
 
不用说，接弟埃的印度之行取得了成功。
Needless to say, Lathière's trip to India was successful. 
 
拉弟埃靠着娴熟的行销技巧，为“空中汽车”公司创下了辉煌的业绩：仅在1979年，他就创记录地推销出230架飞机，价值420亿法郎。
With adept marketing skills, Lathière created brilliant achievements for "Airbus": In 1979 alone, he made a sales record of 230 aircrafts, valued at 42 billion francs. 
 
 
Q：除了应该有的仪表仪容，你会“说话”吗？小故事给你的启迪是什么？
Q: Do you know how to "speak", in addition to proper appearance and looks? What can you learn from the story? 
 
3.2仪表仪容
3.2 Appearance and Looks 
 
仪表仪容
 Appearance and Looks 
一、
二、 服装仪容
三、 Clothing 
 
女生服装仪容
Female Clothing 
 
男生标准服装仪容
Standard male clothing 
 
《讨论》
"Discussion" 
 
顾客来商场，无论其目的是购物、参观、比较还是闲逛，他想得到的东西有哪些（包括有形商品和无形商品），哪些东西能让他得到满足感。请填写下表，如果是有形商品，请在“有形商品”栏内打
You must understand the purposes of the customers in the Mall, whether for shopping, visiting, comparison or strolling, and what they want (including tangible and intangible goods), and what can satisfy them. Please fill out the form below, and tick "√" if it is a tangible item. 
 
 
1、顾客要什么？ 有形商品 无形商品？
1. What does the customer want? Tangible goods? □
  Intangible goods? □
 
2、对于顾客想得到的东西而我们做到的，请你写下列改善措施？
2. For what customers want and we have satisfied, please provide the improvement measures in the space below? 
 
3、我们没有做到的 没做到的原因 具体改善措施？
3. What we failed to do Reasons for our failure Specific improvement measures? 
 
3.3 店内形象
3.3 Store image 
 
 
给顾客营造一个美丽干净的售点环境，那么就已经跨出了成功的一大步。售点是个大舞台，而你就是舞台的导演，展柜该怎么化妆，POP物料怎么摆放，怎样才能让样机光芒四射，吸引视线，一切都由你作主!
Create a beautiful and clean sales environment for the Customers, so you will have taken major step toward success. The store is a big stage, and you are the stage director, and everything is up to you to decide, how to decorate the showcase, how to display the POP materials, how to make the samples shining and attractive, etc. 
 
一、售点小常识：
I. Information about terminal stores: 
 
1、何为终端？
1. What is a terminal? 
 
终端是我司产品直接面对消费者进行销售的零售店。终端是消费者直接接触我公司产品的地方，是留下产品印象和作出购买决定的重要场所。终端通过零售完成我公司产品从流通领域进入消费领域的过程。
Terminal is a retail store in which our Company's products are sold directly to consumers. Terminals are places where consumers are in direct contact with the products of our company, and are important places where impressions of our products are left and purchasing decisions are made. The process of our products from the circulation into consumption realms is achieved at the terminals. 
 
2、何为POP？
2. What is a POP? 
 
POP是化妆品，产品需要它去美上加美。
POP is a kind of cosmetics for our Products, which need it to become more beautiful. 
 
POP是解说员，产品展示外表，POP解构内在。
POP is a commentator, who demonstrates the internal attributes of the exposed appearance of the products. 
 
POP是媒婆，是桥梁，为产品传情，让消费者会意。
POP is also a matchmaker and a bridge, which expresses the internal connotation of the products to consumers. 
 
POP是英文Point Of Purchase的缩写，意思是“购买指引”，具体是指售点的广告物品如：海报、易拉宝、L型展架、挂画、台牌、折页、单页、促销礼品等。
POP, acronym of Point of Purchase, which is actually a "purchase guidance", specifically refers to the advertising items of terminal stores, such as posters, roll ups, L-shaped display racks, hanging pictures, table cards, foldings, leaflets, promotional gifts, etc. 
 
既然是为了吸引人注意，就应选个醒目处摆放。POP之间错落有致，还要有个主次，不阻当消费者观看样品，也不能妨碍销售人员进行演示。斯林百兰为了取得良好的市场宣传效果，往往在物料设计及制作上花费大量心力、财力，但只有你们运用合理才能收到预期效果
Since POPs are designed to attract people's attention, you should display them at eye-catching locations. POPs must be well arranged in hierarchical order without affecting the consumers viewing the samples or the purchase guides in sales presentation. Slumberland tends to spend a lot of efforts and financial resources in the design and production of materials in order to achieve a good marketing effect, but the desired effect may be achieved only if you use the POPs in a reasonable manner. 
 
 
二、POP陈列原则：
II. Principles of POP display: 
 
易见性
Easy to see 
 
顾客购物可不是在进行寻宝游戏，当然希望能够一眼就看清楚需购买的商品
Shoppers are not in a treasure hunt, and naturally hope to be able to see the product they want to buy clearly at a glance. 
 
易触摸
Easy to touch 
 
单纯的视觉感受当然不能满足顾客的消费感官需求，如果能够把东西拿在手
里才会有进一步的体会。
It is no doubt that visual experience alone can't meet the customers' demand of consumption senses, and further experience may be obtained only when you have the real object in hand. 
 
 
易动心
Easy to touch 
 
让人动心的实在太多，决定购买前总是会有所比较，要最快地找到最易打动
人心的那一点。
There are too many touching things, and comparison will always precedes the buying decision. So we must find the most touching points of our products ASAP. 
 
三、生动化基本原则
III. Basic principles of vitality 
 
V---可见性    visibility
V - Visibility 
 
是指产品很容易被消费者看得见。通过寻找更多不同的渠道进行产品铺货，在每个渠道尽可能的选择多个陈列点进行产品陈列，让顾客有更多的机会接触我们的品牌和产品，这是生动化的基础。
Visibility means that the product is easily visible to consumers. The basis of vitality is to provide the Customer with more opportunities to have access to our brands and products by looking for more different channels of product distribution and selecting the most possible display points to display products. 
 
 
I---冲击力     impact
I - Impact     
 
是指通过醒目的陈列位置，较大规模的陈列面积、新颖的陈列造型、鲜艳的产品色彩等诱因给顾客带来生动、震撼、与众不同的印象。
This requires us to provide customers with vivid, shocking and unique impressions by eye-catching display positions, larger display area, novel display style, bright colors of products and other incentives. 
 
S---稳定性  stability
S - Stability
 
无论在任何渠道，任何陈列点，使用任何一种陈列工具，都应遵守陈列原则进行产品陈列，保证陈列效果的稳定和统一，建立品牌和产品的形象。
Whether through any channel, at any display point, or with any kind of display tool, display of products should comply with the principles of display to ensure the stability and unity of the display effect and establish the brand and product image. 
 
A---诱人性  appeal
A - Appeal
 
要让消费者从心动到行动，需要有新鲜和完美的产品、诱人的产品价格，独特的陈列架，生动的主题陈列、阶段性的促销活动等要素的配合。
In order to touch the customers and even urge them to buy, we need the assistance of such factors as fresh and perfect products, attractive prices, unique display racks, vivid theme display, step-by-step promotional event and other factors. 
 
 
2)  生动化要素
2) Vivid elements 
 
生动化陈列要素的概述
Overview of Vivid Display Elements 
 
 
四、终端“5P”陈列法：
IV. "5P" display method of terminals: 
 
Position--位置
Position 
1)
2) 客流量大的地方
3) Positions of big customer flow 
4)
5) 显眼的地方
6) Visible positions 
7)
8) 进门最先看见的地方
9) The first position to see after entering 
10)
11) 货柜的最显眼处
12) The most prominent place of container 
 
要点：最好的位置给最快销的产品。
Highlights: The best position for the products sold the fastest. 
 
Product Range---产品系列
Product Range 
13)
14) 要让消费者买，首先要让他看到
15) Allow consumers to see first before buying
 
 
16)
17) 为产品争取最大的市场覆盖
18) Maximize market coverage of the products 
19)
20) 为产品争取各种渠道销售
21) Seek various sales channels for products 
22)
23) 为产品争取更多的“分销点”
24) Seek more "distribution points" for products
 
 
Product Blocking----区域化
Product Blocking 
25)
26) 区域化能方便购买，能使陈列更美观，区域化能最大限度的保护好陈列位置。
27) Product blocking can facilitate purchase, make the display more beautiful, and well protect the display positions to the maximum. 
28)
29) 宣传品和产品的也要有区域化。
30) Product blocking is also required for promotional materials and products. 
 
Price----价格
Price 
31)
32) 没有人会买没有价格的产品
33) Nobody will buy products without price 
34)
35) 有价签并填写清楚
36) Provide price tags clearly completed 
37)
38) 价格一致
39) Provide unified pricing 
40)
41) 价签与产品对应
42) Provide price tags corresponding to Products 
 
POP----宣传品
POP - product of promotion 
43)
44) 尽可能多的使用宣传品
45) Use POPs as many as possible 
46)
47) 使用最新的宣传品
48) Use the latest POPs 
49)
50) 使用相应型号的宣传品
51) Use the appropriate types of POPs 
52)
53) 定期更新宣传品，无破损，折旧
54) Update POPs on a regular basis and ensure that they are free from breakage or depreciation 
55)
56) 有创意的使用宣传品
57) Use POPs creatively 
 
 
《讨论》
"Discussion" 
 
Q1、为什么我们要做店面美陈？？
Q1: Why should we display the store artistically? 
 
A1 因为店面美陈是促使消费者现场购买我们产品的重要因素之一
A1: As artistic display of the store is one of the important factors to encourage consumers to buy our products on the spot. 
好陈列靠钱买  好销量靠维护  （20%）
Good display needs money, while good sales needs maintain (20%) 
好陈列靠抢夺  好销量靠客情  （80%）
Good display needs efforts, while good sales needs customer relationship (80%) 
 
店面美陈是销售的基本保障，市场份额与终端陈列成正比！
Artistic display of the store is the basic guarantee of sales, and market share is positively proportional to terminal display! 
 
 
Q2、怎样规范产品陈列标准？
Q2: how to standardize product display? 
 
A2 通过手册和电话，口头信息传达；通过照片视觉认知；通过现场显示；
A2: With manuals, telephones, and verbal messages; through visual cognition with photographs; through live shows; 
 
 
Q3、店方不允许，干涉产品陈列怎么办？
Q3: What should we do if the store management does not allow and even interfere with our display? 
 
A3 平时销售顾问搞好与店方的关系；推动销售与店方协商；
A3: Maintain a good relationship and promote consultations between the purchase guides and the store management; 
 
 
3.4诚信
3.4 Honesty 
 
 
在当今竞争激烈的市场条件下，信誉已经成为竞争制胜不可或缺的重要条件。谁赢得了信誉，谁就能在市场上立于不败之地。谁损害或葬送了信誉，谁就要被市场所淘汰。
In today's competitive market conditions, credibility has become an indispensable and important condition in competition. Whoever wins credibility will remain invincible in the market, and whoever damages or ruin credibility will be eliminated by the market. 
 
终端销售人员怎样才能表现的真诚获得客户的信赖呢？
How can terminal sales guide behave in good faith to obtain the trust of customers? 
（1）
（2） 从小事做起。不要忽略一些微不足道的小事，从每一个小细节都可以表现你的真诚，从而告诉客户：我是个诚实的人
（3） Carefully do anything petit. Do not ignore some of the trivial things, as every minor detail can show your sincerity and tell the customer: I am an honest person. 
 
（4）
（5） 不说大话。有些大话往往让人心潮澎湃，充满期待。但等到需要兑现的时候，你却做不到。这时，你的客户就开始怀疑你的诚信度了。凡事说到做到，这样才能长久的留住客户
（6） Do not brag. Some boasts tend to make people full of excitement and full of expectations. But you cannot do it when it is time to honor it. At this point, your customers will begin to doubt your integrity. You can maintain a long-term customer relationship only when you can do anything you have promised. 
 
（7）
（8） 不要为别人说谎，也不要让别人替你说谎。有时候，为了掩盖一些事实，你需要为别人说慌或是让别人替你说谎。请尽量不要这么做，一旦被你的客户知道，哪怕是善意的，也会失去别人对你的信任
（9） Do not lie for others, and do not let others lie for you. Sometimes, you need to lie for others or let others lie for you in order to conceal some facts. Please try not to do so. Once your customer finds the fact, you will lose trust in you even you are well-intentioned. 
（10）
（11） 敢于承认错误。做一个率直而诚恳的销售，知错就改，不要害怕承认错误。
（12） Be brave to admit mistakes. Be a frank and honest sales guide, correct all the mistakes you have found, and don't be afraid to admit mistakes. 
 
3.5自我回顾
3.5 Self-Review 
 
 
销售的利器，成长的动力    反复演练，胜利全由你把握
Sharp weapon for sales and the power to grow Victory is yours after repeated practice 
 
很多时候，你不知道该怎么开口说第一句话；
On many occasions, you do not know how to say the first word; 
 
很多时候，你发现无论怎样你无法获取顾客信任；
On many occasions, you find that you cannot obtain customers' trust however you try; 
 
很多时候，你说了一大通后，顾客扭身而走；
On many occasions, the customer just turns away and leaves after you have said a lot; 
 
很多时候，你不知道如何打动顾客；
On many occasions, you do not know how to impress customers; 
 
很多时候，面对顾客的纠纷，你没有方向；
On many occasions, you don't know what to do in the face of consumer disputes; 
 
很多时候，你觉得已经做得很好，可是销售业绩老上不去；
Many times, you think that you've done a good job, but your sales performance does not increase; 
 
很多时候……你面对顾客不知道怎么办！！！！！
On many occasions... Your do not know what to do faced with customers!!!!! 
 
销售绝不只是简单的卖货，更多的是与消费者心理层面的对接，任何小小的疏忽，不太规范的做法，不很成熟的技巧都可能让你无功而返，所以销售是很需要知识的，只有确定正确方向，不停的学习，不断的累积，在思考中理解，在判断中成长，才能掌握正确的销售技巧，这将让你的销售如虎添翼，在以下的文字中找到适合自己的销售利器，相信你一定可以。
Sales doesn't simply mean selling goods, it is more a psychological contact with consumers. Any slight negligence, less standardized practice, or less mature skill, could make you fail. So knowledge of sales is very necessary. Only in the correct direction, with constant learning, continuous accumulation, understanding through thinking, and growing in judgment, can you master the correct sales skills which will make your sales even more powerful. I believe you will be able to find the sales tools most suitable to you from the following. 
 
各位作为希丁安（中国）区的销售顾问，在终端面对面地直接与顾客沟通，一举一动、一言一行在顾客眼中就代表着斯林百兰品牌的形象。你们同时又是斯林百兰与消费者之间沟通的桥梁，一方面把品牌的有关信息传递给消费者，另一方面又将消费者的意见、建议和希望等等信息传达给企业，以便企业更好的服务于消费者。
As a regional purchase guide of Hilding Anders (China), you are in communication with customers directly face to face at the terminals, and every of your act and every move and every of your words and sights are representative of Slumberland's brand image. You are also a bridge of communication between Slumberland and consumers. On the one hand, you are passing information about the brand to consumers; on the other hand, you are communicating customers' opinions, suggestions and hope, etc., to the Company, so that the Company will better serve the consumers. 
 
在顾客没有深入了解产品之前，他对斯林百兰的感知直接来自于你们给他的感觉和印象，而这就全靠你们了，良好的服务可以为公司培养大批忠诚的顾客和提高品牌知名度，并且培育潜在的市场。要知道，你们的出色表现完全可以促成以下三点：
Before a customer has a in-depth understanding of the products, his/her perception of Slumberland is directly from his/her feelings and impressions you gave them, which you are decisive. Good services can provide a large number of loyal customers for the Company, improve its brand awareness, and develop the potential market. You know that your outstanding performance may surely contribute to the following three points: 
 
 
顾客重复购买
Customers' repeated purchases 
 
 
顾客相关购买
Customers' related purchases 
 
 
顾客推荐购
Customers' recommended purchases 
 
四、斯林百兰产品了解与须知
IV. Understanding of and Information on Slumberland Products 
 
 
4.1斯林百兰独特的弹簧系统
4.1 Slumberland's Unique Spring Mechanism 
 
科技领先床垫专用弹簧技术
Sophisticated dedicated mattress spring technology 
“Z”型边部加强支撑簧。
"Z"-edged reinforcement support spring. 
弹簧100%整体热处理，消除内应力，弹性持久。
100% heat treated spring with internal stress eliminated and thus lasting elasticity. 
其它床垫无法匹比的弹簧数量。
Number of springs incomparable by any other mattress. 
国产及进口豪华织锦面料，全部经防尘螨  处理。不同面料的特性，如抑菌（纳米银）、排湿防污、温度智慧等，提高床垫的舒适与卫生标准。
All domestic and imported luxury brocade fabric through dust and mite processing. Features of different fabric, antibacterial (nano-silver), anti-moisture, anti-fouling, temperature smart, etc., improve the comfort and hygiene standards of mattresses. 
绗缝及钉扣工艺，双垫层及加厚双垫层舒适豪华外观。
With advanced quilting and button sewing processes, double-layer mattresses and thickened double-layer mattresses are comfortable and with luxurious appearance. 
防火阻燃面料（酒店床垫系列），提高安全标准。
Fire retardant fabric (hotel mattress series) to improve the safety standard. 
多层填充材料（耐磨纤维热熔毡垫、机制毡垫、高密度海绵及保暖透气的喷胶棉），新西兰进口羊毛、蚕丝、记忆绵、纯乳胶、马鬃等，确保床垫的舒适。
Multilayer filler materials (wearable hot melt felt mattress, mechanism felt, high density sponge and warm breathable collodion), wool, silk, memory cotton, pure latex, horse mane, etc., imported New Zealand, ensure the comfort of mattresses. 
 
斯林百兰1989年投放中国市场。
Slumberland was launched in Chinese market in 1989. 
 
斯林百兰PPS连锁睡姿弹簧系统是独特的弹簧系统，经专家根据人体工程学原理精心设计，使用整条连续不断的精练钢线交结编织而成，平均分散所受重量，弹簧绝不走样，提供更具连贯性的承托力。
Slumberland PPS interlinked posture spring mechanism is a unique spring mechanism, is designed by experts in accordance with ergonomic principles, interwoven with a whole continuous refined steel wire, with the weight evenly distributed, and springs never out of form, provides more coherent load bearing capacity. 
 
PPS连锁睡姿弹簧系统能够巧妙地依照体重和体形作适当伸缩，平稳均匀地承托着身体，而且适合任何睡姿，使您充分获得所需的休息。早在英国独立而公正的实验证实斯林百兰保背健连锁睡姿弹簧经得起重达100公斤的的碾压机碾压超过二百万次。
The PPS interlinked posture spring mechanism can skillfully stretch appropriately in accordance with weight and body shape of the sleeper, support the body smoothly and evenly, thus suitable for any sleeping posture and providing you with the rest you need. Previous independent and impartial tests in the United Kingdom proved that Slumberland Spinalmate pocketed interlinked posture spring mechanism could bear over two million times of repeated rolling by a 100kg roller. 
 
 
“Slumberland Pocketed Posture 斯林百兰袋装睡姿”已于1999年2月28日在中国国家商标局注册，注册号：1250349
"Slumberland Pocketed Posture" was registered at the Trademark Office of the State Administration for Industry & Commerce of PPC on February 28, 1999, with the registration number: 1250349. 
 
“Slumberland”斯林百兰”已于1989年9月30在中国国家商标局注册，注册号：362472
"Slumberland" was registered at the Trademark Office of the State Administration for Industry & Commerce of PPC on in September 30, 1989, with the registration number: 362472. 
 
PPS袋装连锁睡姿弹簧系统，采用连锁睡姿弹簧系统经专有技术精致的封入套袋。线性排列的袋装连锁睡姿弹簧系统创造出两侧独立的平稳支撑，但是，不同于许多的袋装弹簧，它还可以提供完整的，从头到脚对人体椎骨的服帖承托。就像两张床在一起，您躺在您的有个别排列弹簧的床上，个别排列的弹簧作出不同的反应，因此您和您睡伴的睡眠不会因移动震动而相互干扰。同时这个系统配以豪华的垫层材料，就可以确保得到非凡的身体支撑和安稳的睡眠。
PPS Pocketed Interlinked Posture Spring Mechanism adopts an exquisite sealed bag with the proprietary technology of interlinked posture spring mechanism. The Pocketed Interlinked Posture Spring Mechanism of linear array is provided with stable and independent supports on both sides, but is different many pocketed springs. It can provide perfect support of the vertebrae, from top to toe.
 Just like your are lying on your bed with springs of individual arrangement, which react differently so you and your partner on bed will not interfere with each other due to any movement or vibration. Meanwhile this system is equipped with luxury bedding materials to ensure that you get exceptional body support and restful sleep. 
斯林百兰1994年最新技术。
1994 latest Slumberland technology. 
根据人体工程学原理设计而成。
Designed according to ergonomic principles. 
将连锁睡姿弹簧及袋装弹簧的优点合二为一。
With the advantages of both interlinked posture springs and pocketed springs. 
无弹簧摩擦声，保证睡眠安宁。
Without gratings of springs, ensuring peaceful sleep. 
 
PPS双层袋装连锁睡姿弹簧系统
PPS Double-layer Pocketed Interlinked Posture Spring Mechanism 
 
 
双层袋装连锁睡姿弹簧采用PS2400双层连锁睡姿弹簧，经专有技术精细地封入套袋，在1.5m×2.0m床垫中弹簧数量约3240个，赋予床垫全面承托。可以确保得到顶级的身体支撑和完美舒适的睡眠享受。双层袋装连锁睡姿弹簧系统更多的应用于高端产品中，例：皇家系列的皇冠、绿宝石等。
The double-layer pocketed interlinked posture springs adopt PS2400 double-layer interlinked posture springs, and are carefully sealed in the pocket with proprietary technology. The number of springs in the 1.5m × 2.0m mattress is about 3240, which fully supports the mattress. So they can provide perfect support of the body and ensure perfect and restful joy of sleep. The Double-layer Pocketed Interlinked Posture Spring Mechanism is more used in high-end products, for example: the Crown Royal series, Emerald, etc. 
 
 
4.2斯林百兰新款18SKU产品特点
4.2 Features of the Novel Slumberland 18SKU Products 
 
斯林百兰独有的保背健彈簧
在正常睡眠时，我们一个晚上会不停更换姿势60次以上，而所躺的床垫就
显得十分重要，因为它会针对你每一次的动作做出相对的响应。
Slumberland's unique back-protective springs 
In normal sleep, we will keep changing position for more than 60 times a night. So the mattress is extremely important, as it will react to every of your movements. 
 
 
秘密就在弹簧里
The secret lies in the springs 
 
斯林百兰发明得保背健弹簧，这是专门为睡眠所设计的原创弹簧系统。独特的保背健弹簧是一交互链接的系统，它们由一线钢连体弹簧制成，这种技术能让所有的弹簧协调地同时运作。
当床承受越多的重量，就会引起越多的弹簧一同运作反应。因为弹簧提供了从头到脚的支撑。单是一张床里，斯林百兰就使用了3组保背健弹簧睡眠系统 – 2800， 1200 及800 系列。这一系列的产品对睡眠质量提供了非常独到且极为优异的帮助
The Spinalmate spring invented by Slumberland is an original spring mechanism specially designed for sleep. The unique Spinalmate springs form an interlinked mechanism, which is made of a one-string connected springs. This technology allows simultaneous coordinated operation of all springs. 
When the bed bears more weight, it will cause more springs to react together, as the springs provide support from head to toe. In a bed alone, Slumberland uses three sets of the Spinalmate spring sleep mechanism - 2800, 1200 and 800 series. This series of products provides very unique and extremely help for the quality of sleep. 
 
 
帝冠（皇家至尊系列）
Royal Crown (Royal Sovereign Series) 
 
PPS2800双层袋装连锁弹簧+迷你袋装弹簧，更完美分散压力，提供背部稳定舒适全方位的支撑；同时双海棉边框为四边提供最稳固的支撑
PPS2800 double pocket bagged chain spring, mini pocketed springs, and perfect pressure dispersion, provides the back with a full range of comfortable support. At the same time, the double sponge frames provides the most solid support for the four sides. 
 
最多的纯天然材料垫层-羊毛蚕丝乳胶马鬃，让床垫更好的呼吸，睡眠也更舒适。独特的凝胶记忆棉除了提供无压力的支撑外，凝胶微粒还可以调节温独，保持最舒适的睡眠体温
The cushion of the most natural materials, wool, silk, latex, and horse mane, make the mattress more breathable and the sleeper more comfortable. The unique gel memory cotton provides stress-free support, and the gel particles can also adjust the temperature to maintain the most comfortable sleeping temperature. 
 
比利时技术防尘螨面料，手工制作独特花型，奢华感觉
The dust mite-proof fabric of Belgian technology have unique handmade patterns and provides a feeling of luxury. 
 
 
传家宝（皇家至尊系列）
Heirloom (Royal Sovereign Series) 
 
PPS2800双层袋装连锁弹簧，超凡分散压力，提供背部稳定舒适的支撑；同时海棉边框为四边提供稳固的支撑
The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support. At the same time, the sponge frames provide the four sides with solid support. 
 
最多的纯天然材料垫层-羊毛蚕丝乳胶马鬃，让床垫更好的呼吸，睡眠也更舒适。记忆棉提供无压力的平衡支撑，减少不必要的翻身
The cushion of the most natural materials, wool, silk, latex, and horse mane, make the mattress more breathable and the sleeper more comfortable. The memory cotton memory cotton provides stress-free balanced support to reduce unnecessary turning over of the body. 
 
比利时技术防尘螨拉绒面料，手感超舒服
The dust mite-proof brushed fabric of Belgian technology provides super comfortable hand feeling. 
 
 
皇家皇冠（皇家珍藏系列）
Royal Crown (Royal Collection Series) 
 
PPS2800双层袋装连锁弹簧，超凡分散压力，提供背部稳定舒适的支撑；同时海棉边框为四边提供稳固的支撑。最多的纯天然材料垫层-羊毛蚕丝乳胶马鬃，让床垫更好的呼吸，睡眠也更舒适
The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support. At the same time, the sponge frames provide the four sides with solid support. The cushion of the most natural materials, wool, silk, latex, and horse mane, make the mattress more breathable and the sleeper more comfortable 
 
比利时技术的益生菌处理技术可以杀死有害细菌，培养一个有益的菌落环境
The Belgian probiotic treatment technology can kill harmful bacteria and cultivate a beneficial environment of colonies 
 
比利时技术防尘螨复合提花面料，内夹泡泡棉，手感更有饱满感，同时有blinkblink的视觉感受
The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety and blinkblink visual experience. 
 
 
皇家金钻石（皇家珍藏系列）
Royal Golden Diamond (Royal Collection Series) 
 
袋装独立弹簧，提供背部稳定舒适的支撑；同时海棉边框为四边提供稳固的支撑。纯天然材料垫层-羊毛蚕丝乳胶，让床垫很好的呼吸，睡眠也很舒适
The independent pocketed springs provide the back with stable and comfortable support, and the sponge frames provide the four sides with solid support. The cushion of natural materials, wool, silk, and latex, make the mattress breathable and the sleeper comfortable. 
 
比利时技术防尘螨复合提花面料，内夹泡泡棉，手感更有饱满感
The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety. 
 
 
皇家绿宝石（皇家珍藏系列）
Royal Emerald (Royal Collection Series) 
 
PPS2800双层袋装连锁弹簧，超凡分散压力，提供背部稳定舒适的支撑
The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support. 
 
纯天然材料垫层-羊毛，羊毛纤维具有良好的吸湿性、保暖性、透气性、强伸性和回弹性等特点。防静电海绵消除静电，体感更舒适
The cushion of natural materials, wool and wool fiber, has the features of good moisture absorption, thermal protection, breathability, strong elongation and resiliency, etc. Anti-static sponge eliminates static electricity and makes the body feel more comfortable. 
 
比利时技术防尘螨复合提花面料，内夹泡泡棉，手感更有饱满感，同时有blinkblink的视觉感受
The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety and blinkblink visual experience. 
 
 
皇家红宝石（皇家珍藏系列）
Royal Ruby (Royal Collection Series) 
 
PPS2800双层袋装连锁弹簧，超凡分散压力，提供背部稳定舒适的支撑
The PPS2800 double-layer pocketed interlinked springs have the feature of extraordinary dispersion of pressure and provides the back with stable and comfortable support. 
 
纯天然材料垫层-乳胶，除了提供身体支撑，还能抗菌防霉防敏
The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features. 
 
比利时技术防尘螨复合提花面料，内夹泡泡棉，手感更有饱满感，同时有blinkblink的视觉感受
The dust mite-proof composite jacquard fabric of Belgian technology is embedded with bubble cotton, provides a feeling of satiety and blinkblink visual experience. 
 
 
皇家蓝宝石（皇家珍藏系列）
Royal Sapphire (Royal Collection Series) 
 
PPS1200单层袋装连锁弹簧，可以分散压力，提供背部稳定舒适的支撑
The PPS1200 monolayer pocketed interlinked springs can disperse pressure and provides the back with stable and comfortable support. 
 
超柔海绵
Super soft sponge 
 
比利时技术防尘螨面料，具有丝滑手感
The dust mite-proof fabric of Belgian technology provides a silky hand feeling 
 
 
温度智慧II 1600（TEMPSMART SERIES）
Temperature Smart II 1600 (TEMPSMART SERIES) 
 
PPS1200单层袋装连锁弹簧，可以分散压力，提供背部稳定舒适的支撑
The PPS1200 monolayer pocketed interlinked springs can disperse pressure and provides the back with stable and comfortable support. 
 
独特的温度智慧Outlast面料能自我调节温度，更舒适的睡眠体温。
The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature. 
 
纯天然材料垫层-马鬃，透气去湿
Cushion of the natural material horse mane, breathable and dehumidificable 
 
疏孔围边技术使床垫自由呼吸，透气去湿
The perforated edge technology enables the mattress freely breathable and dehumidificable 
 
 
温度智慧II 1200（TEMPSMART SERIES）
Temperature Smart II 1200 (TEMPSMART SERIES) 
 
PPS800单层袋装连锁弹簧，提供背部稳定舒适的支撑
The PPS800 monolayer pocketed interlinked springs provide the back with stable and comfortable support. 
 
独特的温度智慧Outlast面料能自我调节温度，更舒适的睡眠体温。
The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature. 
 
纯天然材料垫层-马鬃，透气去湿
Cushion of the natural material horse mane, breathable and dehumidificable 
 
 
温度智慧I 1600（TEMPSMART SERIES）
Temperature Smart I 1600 (TEMPSMART SERIES) 
 
PPS1200单层袋装连锁弹簧，可以分散压力，提供背部稳定舒适的支撑
The PPS1200 monolayer pocketed interlinked springs can disperse pressure and provides the back with stable and comfortable support. 
 
独特的温度智慧Outlast面料能自我调节温度，更舒适的睡眠体温。
The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature. 
 
纯天然材料垫层-乳胶，除了提供身体支撑，还能抗菌防霉防敏
The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features. 
 
温度智慧I 1200（TEMPSMART SERIES）
Temperature Smart I 1200 (TEMPSMART SERIES) 
 
PPS800单层袋装连锁弹簧，提供背部稳定舒适的支撑
The PPS800 monolayer pocketed interlinked springs provide the back with stable and comfortable support. 
 
独特的温度智慧Outlast面料能自我调节温度，更舒适的睡眠体温。
The unique temperature smart Outlast fabric can self-regulate temperature to provide more comfortable sleep temperature. 
 
纯天然材料垫层-乳胶，除了提供身体支撑，还能抗菌防霉防敏
The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features. 
 
经典呵背（CLASSIC SERIES）
Classic Spinalmate (CLASSIC SERIES) 
 
瑞士人体工学专家设计的7区袋装独立弹簧系统为人体提供7大关键区域的全面支撑。纯天然材料垫层-乳胶，除了提供身体支撑，还能抗菌防霉防敏
The independent 7-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 7 key areas. The cushion of the natural material latex not only supports the body but also has the antibacterial, mildew proof and anti-allergy features. 
 
比利时技术进口3D立体面料，透气干爽，高回弹，舒缓压力
Belgian technology, imported 3D fabric, breathable, highly resilient, pressure relieving
 
经典豪华保背健（CLASSIC SERIES）
Classic Luxury Spinalmate (CLASSIC SERIES) 
 
瑞士人体工学专家设计的3区袋装独立弹簧系统为人体提供3大主要区域的支撑。波浪棉让床垫更好的透气
The independent 3-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 3 primary areas. The wave cotton makes the mattress more breathable 
 
比利时技术防尘螨面料超结实，耐划
The dust mite-proof fabric of Belgian technology is highly strong and scratch-resistant 
 
 
经典超级保背健（CLASSIC SERIES）
Classic Super Spinalmate (CLASSIC SERIES) 
 
袋装独立弹簧，提供背部稳定舒适的支撑
The independent pocketed springs provide the back with stable and comfortable support. 
 
超柔海绵，体感更舒适
The super soft sponge makes the body feel more comfortable. 
 
比利时技术防尘螨面料
Dust mite-proof fabric of Belgian technology 
 
 
经典A-B保背健（CLASSIC SERIES）
Classic A-B Spinalmate (CLASSIC SERIES) 
 
环保椰棕防虫，去湿，透气
Environment friendly coconut palm, moth proof, dehumidificable, breathable 
 
两面不同的软硬度适合不同季节和不同人群的需求
Different hardness at both sides is suitable for different seasons and demands of different populations 
 
超柔海绵，体感更舒适
The super soft sponge makes the body feel more comfortable. 
 
 
经典保背健（CLASSIC SERIES）
Classic Spinalmate (CLASSIC SERIES) 
 
超柔海绵，体感更舒适。比利时技术防尘螨面料
The super soft sponge makes the body feel more comfortable.. Dust mite-proof fabric of Belgian technology 
 
彩虹桥（Slumberkids）
Rainbow Bridge (Slumberkids) 
 
瑞士人体工学专家设计的7区袋装独立弹簧系统为人体提供7大关键区域的全面支撑。纳米银抗菌面料技术，物理抗菌，更有利于儿童的健康睡眠
The independent 7-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 7 key areas. Nano-silver antibacterial fabric technology, physical antibacterial, more conducive to children's healthy sleep 
 
纳米防污面料技术，防水防污，更清洁干净
Nano anti-fouling fabric technology, water-proof, anti-fouling, more clean 
 
满天星（Slumberkids）
Starry (Slumberkids) 
 
瑞士人体工学专家设计的3区袋装独立弹簧系统为人体提供3大主要区域的支撑。纳米银抗菌面料技术，物理抗菌，更有利于儿童的健康睡眠
The independent 3-zone pocketed spring system designed by Switzerland ergonomic experts provide human body with comprehensive support in 3 primary areas. Nano-silver antibacterial fabric technology, physical antibacterial, more conducive to children's healthy sleep 
 
纳米防污面料技术，防水防污，更清洁干净
Nano anti-fouling fabric technology, water-proof, anti-fouling, more clean 
 
床头（皮床）
Headboard (leather bed) 
米兰 伦敦 巴黎 罗马 慕尼黑
低调的奢华，简约欧陆风 皇室的奢华， 时尚的奢华， 古典大气，实木背板加牛皮靠垫 设计别致，小物件（眼镜遥控器等）的置物功能
维也纳 雅典 布拉格 威尼斯 柏林
时尚大气 舒适至上，厚实的靠垫 简约精致 舒适大方，性价比高 传统古典，性价比高
城堡 森林 　 　 　
符合女孩的简单浪漫气质 符合男孩的活泼生动气质 　 　 　
皮床的通用优点：
真皮多用都是头层牛皮，货真价实。床头和床座框架都是桦木实木，板是杨木贴皮柳桉实木多层板。桦木木质较松木硬，多层板使用天然水溶性胶水，环保，有测试证书。
 
Milan London Paris Rome Munich 
Low-key luxury, simple continental style Royal luxury Stylish luxury Classical and airy, solid wood plus leather back cushions Unique design, containing small objects (glasses, remote control, etc.) 
Vienna Athens Prague Venice Berlin 
Fashionable and airy Super comfort, thick back cushions Simple and elegant Comfortable and elegant, cost-effective Traditional, classical, cost-effective 
Castle Forest 　 　 　
Suitable for girls' simple romantic temperament Suitable for boys' lively and vivid temperament 　 　 　
General advantages of leather beds: 
The leather is mostly the first layer of genuine cowhide. Both headboard and bed frame are made of solid birch wood, the plates are multilayer solid poplar wood with meranti skin. Hard Birch is harder than pinewood, the multilayer plates use natural water-soluble glue and is environmentally friendly and have been approved a test certificate. 
 
五、斯林百兰店内销售技巧
V. Slumberland's in-store sales skills 
顾客是是什么？
What are customers? 
 
对于终端门店的PG销售顾问来说，顾客是全世界最重要的……
For purchase guides of terminal stores, customers are the most important in the world... 
 
1、顾客是经营环节中最重要的人物
1. Customers are the most important people in the business links. 
 
2、顾客是导购的衣食父母，一切业绩与收入的来源
2. Customers are the sources of food and clothing and of all performance and income 
 
3、顾客是货架上商品流通运作的“血液”
3. Customers are the "blood" of the goods on the shelves for circulation. 
 
4、顾客是导购代表工作中应当给予最高礼遇的人
4. Customers are the people to whom the purchase guides should give highest courtesy 
 
要记住：导购代表的工作职责就是满足顾客的要求
Remember: The most important responsibility of the purchase guides is to satisfy the customers' requirements 
 
再提第一印象
Review of first impression 
 
想要推销产品，必须要先推销自己。只有把自己成功得推销给客户，客户才会考虑你的产品。销售人员给客户的第一印象往往是根深蒂固的，所以一定要力争给客户良好的第一印象，为今后展开销售工作打下良好基础
You must promote yourself first if you want to sell products. The customer will consider buying your product only after you have successfully promoted yourself to the customer. The Customer's first impression of the purchase guide is often deep-rooted, so you must try to give the customer a good first impression, which will lay a good foundation for future sales 
 
PG销售顾问在于客户初次见面时，需注意以下几点：
At the first contact with a customer, a purchase guide must pay attention to the following: 
 
服饰。干净整洁是销售人员着装的基本要求，同时也要符合企业形象
Dress. Being clean and tidy is a basic requirement for the dress of the purchase guides, and are also manifestation of the corporate image 
 
言行举止。PG销售顾问的态度要彬彬有礼，说话要谦逊。这样你的客户会觉得你是一个有修养的人，愿意与你交往下去。同时，要注意避免语速过快、小动作、说大话等情况
Language and behavior. As a purchase guide purchase guide, you must treat others politely and speak with humility. So your customers will think that you are a person of good manners and are willing to continue to contact with you. At the same time, you should be careful to avoid speaking too fast, nudging, and bragging, etc 
 
礼节。热情、真诚、谦虚、自信，这是销售人员要注意的基本礼节。
Courtesy. Warmth, sincerity, modesty, and self-confidence, are the basic etiquettes the purchase guides should pay attention to. 
 
扎实的基础知识
Rich Knowledge 
 
PG销售顾问所需要的知识，既包括销售活动中务所涉及的专业理论、行业知识等。也包括宽泛的市场营销理念、社会交往中的人际关系等
The knowledge necessary for terminal purchase guides includes the professional theories, knowledge of the industry, etc., involving the sales industry, as well as a wide variety of marketing concepts, personal relationship in social interaction, etc. 
 
再销售产品前，先问一问自己的知识过关了吗？
First ask whether your knowledge is sufficient enough before selling the products. 
 
产品知识（专业理论）
Knowledge of the products (professional theory) 
 
优秀的销售人员必定是一个专家，一个可以成为客户顾问的人。只有了解了产品知识、性能特点，才能向客户更准确地介绍产品。 同时，你的专业也让客户更信赖你
An excellent purchase guide must be an expert, a person who may become an adviser of the customers. Only based on deep understanding of the products can you introduce products to customers more accurately. At the same time, your specialty will also make you more reliable to customers. 
企业文化
Corporate Culture 
 
PG销售顾问其实就是希丁安（中国）的对外形象大使。要像了解自己家一样了解企业，这样才能让客户感觉到你对公司的认同，才能让人感觉到你的自信，从而相信你的介绍而接受你的产品
In fact, the purchase guides are image ambassadors of Hilding Anders (China). You must understand your Company just as you know about your family, so the customers will feel that you are recognized by the Company, feel your self-confidence, and believe your introduction and accept your products 
 
行业知识
Knowledge of the industry 
 
客户购买产品，势必要货比三家。作为优秀的PG销售顾问，必须能够为客户提供很好的行业知识参考，在客户有需求时能够提供自己品牌与竞争对手的产品之间优缺点对比，从而引导客户正确消费。而这就需要销售顾问拥有丰富的行业知识
Customers are surely to compare different products before purchase. An excellent purchase guide must be able to provide customers with very good knowledge of the industry for reference, and provide comparison of the advantages and disadvantages between our own brand and the products of competitors, so as to guide customers to purchase correctly. So it is necessary for purchase guides to have extensive industry knowledge. 
其他知识
Other knowledge 
 
成功的PG销售顾问能够与所有目标客户取得共鸣，被客户所接受。销售顾问需要在平日里不断累积各类知识，以便应付各种各样的客户
Successful purchase guides can sympathize with and be accepted by all the target customers. Purchase guides must continuously accumulate all kinds of knowledge in daily work in order to serve all kinds of customers. 
 
5.0 PG店内销售技巧
5.0 In-store Sales Skills for Purchase Guides 
促销六步曲
Promotion of six steps 
 
据台湾《管理》杂志报道，顾客进门后的十秒中内，尤其重要，在顾客到来的十秒中之内，应该向顾客打招呼或以眼神注视顾客，表达竭诚的欢迎之意，这样做能够减轻顾客进入一个陌生环境所感受的压力、让顾客觉得自己挺重要的。
It is reported in Taiwan's "Management" magazine that the first ten seconds after the customer enters the store are especially important. Within the ten seconds, the purchase guide should say hello to the customer or look at the customer wholeheartedly to express your sincere welcome. This will reduce the customer's pressure into a strange environment and make the customer feel that he/she is very important here. 
 
    这是一个通用的原则，在这个原则基础上，还有许多细分的情况需要区别对待：
    This is a general principle, the basis of which many situations must be treated differently: 
 
1、 当顾客看上去是有目的的寻找时，你可以很直接的上前去询问
1. When a customer appears to be looking for something purposefully, you can go directly and ask. 
 
2、 当顾客只是随便浏览时，你需要和他保持一定的距离，让顾客随意、轻松的看，但你一定不能不关注顾客，注意观察他是否需要你的帮助
2. When the customer is just casually browsing, you need to maintain a certain distance, allowing the customer to look at the products casually. But you must not fail to focus on the customer and shall observe whether he/she needs your help. 
 
3、 当顾客浏览后，停留在某一个位置时，一定要抓住机会向顾客介绍产品
3. When the customer is staying in a certain position after browsing, you must seize the opportunity to introduce products to the customer. 
 
4、 当有顾客直奔产品而来时，你必须以饱满的精神、专业的口吻将产品的主要性能和产品的卖点向顾客介绍
4. When a customer comes straight to the products, you must provide the customer with the primary performances and points of sales of the products full of spirit and in a professional tone. 
 
 
5.1 接触
5.1 Contact 
1)  招呼顾客
1) Greet the customer 
-
- 接触前准备：
- Preparation before contacting: 
-
- 注意自己专业形象与礼仪，保持端正站姿；
- Pay attention to your professional image and etiquette and keep upright standing posture; 
 
-
- 向顾客微笑，点头，目光接触，要自然、亲切；
- Greet the customer with a smile, nod and eye contact, and be natural and intimate; 
-
- 观察顾客着装、言谈、举止、年龄、身份、识别顾客类型、消费层次
- Observe the customer's dress, speech, manners, age, and identity, and identify the type and consumption level of the customer;
To identification of customer types, consumption levels
 
a)寻找合适接触机会
a)Look for the right opportunity to contact 
 
了解顾客的需求，进行有针对性的介绍，有的放矢，无疑是个“事半功倍”的途径。在了解顾客需求的过程后，可以通过以下几个途径来完成：
To understand the Customer's demands and provide targeted introduction is undoubtedly a way to get twice the result with half the effort. After you have understood the demands of the Customer, you may proceed the following ways: 
-
- 留给顾客舒适的购物空间，保持一定距离，留意顾客需要，准备随时协助；
- Provide the Customer with comfortable shopping space and maintain a certain distance. Pay attention to the customer's demands and be ready to help at any time; 
-
- 当顾客长时间凝视产品、触摸某一产品、拿起放下，比较产品时、目光搜寻时，都是比较合适的接触时机
- It will be an appropriate opportunity for contact when the customer is staring at a product for a long time or touches, picks up and put down certain products for comparison, or is searching for a certain product. 
 
b)接触技巧：(根据顾客类型，考虑选用询问法或直接法)
b)Contact skills: (consider asking or direct contact based on the type of the customer) 
 
询问法：
Asking: 
-
- “您好！请随便看看”
- "Hello! Please feel free to take a look. " 
-
- “您好，需要帮忙么？”
- "Hello, what can I do to help?" 
 
直接法：(要根据顾客类型，避免引起顾客反感)
Direct contact: (avoid customer's resentment based on the type of the customer) 
-
- 可以提醒我们最新的产品和最新的活动，吸引顾客注意；
- You can recommend our latest products and new promotional events to attract the attention of the consumer; 
-
- 可以自然地赞美顾客的衣服、挎包、外表打破陌生感；
- You can naturally compliment the clothes, bag and appearance of the customer to make him/her feel intimate; 
-
- 可以自然地将产品放到顾客手中，请其观看或闻香。
- You can naturally put the product in customers' hands and ask him/her to see or smell. 
禁忌：
Taboo: 
-
- 语气生硬冷漠，眼睛看着其他地方与顾客答话
- Blunt and indifferent tone, talking to the customer while looks at other places 
-
- 过早接触顾客，语气过于热情，身体语言过于夸张，以致顾客厌烦
- Premature contact with the customer, overzealous tone, and too exaggerated body language, which may make the customer sick 
 
注意体态问题：
Posture problems: 
-
- 言语神态，忌过急过激。形体语言应是开放的热性的，部分销售人员
喜欢双手双抱胸或者背着手听顾客讲话或向顾客。而这种抱胸的形体语言
定保守的，拒绝的，防卫的姿态，背手是一种居高临下的姿态，这又怎么
- Hasty and aggressive verbal expression. Body language should be full of open and wholehearted. Certain purchase guides prefer to fold two arms in front of the chest or with both hands clasped behind the back while listening or talking to a customer. 
But folding of the arms is a kind of conservative, rejecting and defensive body language, and the clasping of hands is a commanding posture. How can you achieve good communication with such attitudes? 
-
- 较好的姿式是双手自然交叉放在小腹前，跟顾客的距离保持在1米左右的距离，太近容易侵犯顾客的私人空间，太远则容易产生距离，不利沟通。
- It is recommended that you should cross your hand in front of the lower abdomen naturally with a distance of about one meter from the customer, as a too close distance may violate the private space of the customer, while a far too distance will create a wide gap which is not conducive to communication. 
-
- 形体语言虽然无声，但作用非常大，要销售人员平时多学、多看、多研究。
- Although body language is silent, it is very influential. So as a purchase guide, you must try your best to learn, watch, and think, in everyday work. 
 
5.2 不同类型顾客接触策略：
5.2 Strategies for contact with different types of customers: 
类型 特点 对策
主见型 · 不会过多观察比较，对所选产品以外的产品不太关注。有相对明确的购买品牌，有一定的品牌/产品知识。
· 通常衣着比较讲究，神情较高傲，以白领居多。 · 接触的策略：直接将产品交给顾客，让其闻香，触摸产品。语言要简单明了，专业，不可夸大。提问策略：以对方为主，不要给过多建议。
 
类型 特点 对策
外在型 · 对新产品、新包装感兴趣，对品牌感兴趣。顾客一般比较注重外表，和别人的评价
· 通常打扮新潮时髦，女性居多，年轻人，学生较多。 · 接触策略：可采用赞美其服饰、气质等方面切入。
· 进行产品说明时，要突出新产品，新口味，新潮流。强调食用的舒适感受、效果。描述他人如其丈夫、同事可能给出的正面评价。
 
类型 特点 对策
细致型 · 喜欢比较产品规格，关注口味，会仔细阅读产品成分配方，主动询问一些产品产地问题。也会较为关注产品的性价比。决定较慢，易犹豫。
· 通常衣着打扮一般，注重家庭，以中年，老年人居多。 · 推荐时注意说明的专业性，不可夸张，细致耐心。着重介绍产品的特征与利益，同时可以比较多地介绍巧克力的健康知识，增强其信任感。
· 在举行促销活动期间，可以强调购买的优惠。
·
类型 特点 对策
随意型 ·
· 不会过多思考，对产品差异不十分了解。穿着，举止不拘小节，目光游离，决定易受他人推荐的影响，比较随意。男性居多。 ·
· 接触策略：主动将产品交给顾客，让其触摸产品，闻香。可主动出击，进行推荐。突出品牌，价格，促销活动。
· 语气要坚定自信，使顾客产生信任感。
 
Type Features Strategy 
Assertive type · Such customers will not observe and compare too many products, and will pay little attention other than those they select. They usually have specific target brands in mind and possess certain brand / product knowledge. 
· Usually, they are dressed daintily and appear proud, and are mostly white-collar workers. · Contact strategy: Deliver products to the Customer directly to allow them to smell and touch the products. Talk with simple and clear words and in a professional manner, without exaggeration. Questioning strategy: Focus on the customer and don't provide too much advice. 
 
Type Features Strategies 
Extraverted type · Such customers are more interested in new products, new packaging, and famous brands. They typically pay more attention to appearance and comments of others, are usually dressed fashionable and stylish, and are mostly women, young people, and students. 
· · Contact strategies: You may start from complementing the customer's clothing, temperament, etc. 
· Your introduction must on new products, new flavors, and new trend, and highlight the practical comfort and effect of the products. Give a positive comment which customer's family or colleagues may give. 
 
Type Features Strategies 
Meticulous type · Such customers prefer to compare product specifications, pay attention to the taste, read the composition and formulation of the products carefully, and ask certain questions about the origin of the products. They may also pay more attention about the performance-price ratio of products, but tend to compare too many products and make slow decisions. 
· Usually, they are dressed plainly, are more concerned about their families, and are mostly the middle-aged and elderly people. · Provide recommendations in a, meticulous, patient and professional manner, and do not exaggerate. You should focus your introduction on the features and benefits of products, and may provide much healthy knowledge on chocolate to enhance the sense of trust. 
· And you may emphasize preferential purchases during promotional events. 
·
Type Features Strategies 
Casual type ·
· Such customers will not consider too much, and do not fully understand the differences of the products. They are casual about their clothing and behavior with easily distracted eyes. Their decisions are easily influenced by other's recommendations, tend to compare at random. Such customers are mostly men. ·
· Contact strategies: Deliver products to the Customer voluntarily to allow them to smell and touch the products. You can take the initiative to provide recommendations. Focus your recommendations on brands, prices and promotional events, and talk with self-confidence to make yourself trustworthy to the customer. 
 
2)  了解需求
 
2) Understand customers' demands 
 
<需求的定义>：是指客户的要求或愿望， 而你产品或服务能解决。 
"Demand" refers to the customer's requirements or desires which your products or services can satisfy. 
要点：
Highlights: 
 
销售顾问的的核心就是了解顾客的需要，然后推荐有针对性的、合适的产品 (对症下药)。
As a purchase guide, your key task is to understand the customers' demands, and then recommend targeted and appropriate products (hit the hammer to the nail). 
 
了解顾客需求的方法有两种，一种是目测法，另一种是询问法。
There are two ways to understand the customer's demands, one is the visual method and the other is the inquiry method. 
 
做到心中有数，为推荐产品打好基础，同时专业的询问会使顾客产生信任感，激发其购买欲望。
You must fully understand what the customer wants to lay the foundation for recommendation of the products, and professional inquiry make you trustworthy to the customer and stimulate his/her desire to buy. 
 
 
顾客的需求是买卖的焦点，如果能够理解顾客的需求，并能用你的产品和服务满足这些需求，那么生意的机会就会很大。而销售的过程就是发现及满足顾客的需求的过程。
Customer demand is the focus of sales. So you may have a greater chance to conclude a deal only if you understand the customer's demands and can satisfy these demands with the products and your services. The sales process is a process to discover and satisfy the customer's demands. 
目测法：
Visual method: 
 
我们可以通过眼睛观察顾客的年龄、性别，以及他们目光所到之处，估计他们潜在的需求。
We can observe the age, gender, and where their eyes are focused on, so as to estimate their potential demands. 
 
年龄：讲求健康；喜欢新款型
Age: Be concerned about the health, prefer new styles 
 
性别；新婚新房；乔迁（通常来说，女性顾客自用的购买率高于男性顾客；男性顾客送礼的购买率高于女性顾客）
Gender: New home after recent marriage; change of house (Typically, the chances of successful sales in case of female customers tend to be higher than male customers, while the chances of successful purchase of gifts of male customers tend to be higher than female customers). 
 
目光的流向：经济性——自用；卡通Kids——家中有儿童；套床——自用或送人，分享等
Focus of attention: Economical stuff - self use; Kids' cartoon - families with children; Set of bed - self use or as gifts, sharing, etc. 
询问法：
Inquiry method: 
 
直接询问：“先生/小姐，您喜欢哪一种款式？”
Direct inquiry: "Mr. / Miss, which style do you prefer?" 
 
间接询问：“您买儿童系列的套床是送人还是自己孩子用？”
Indirect inquiry: "Who are you buying the series of children's bed sets for, as gifts or for your own child?" 
 
 
顾客表达需求时通常会使用以下的主要词语：
Customers often use the following key words to express their demands: 
 
希望、喜欢、对…有兴趣、要是…就好了
Hope, like, interested, It would be better if, etc.
 
例如：
For example: 
-
- “我希望在情人节送一份特别的礼物给老婆”；
- "I would like to give a special gift to my wife on the Valentine's day." 
-
- “我喜欢和家人一起分享私密的快乐和甜蜜”；
- "I prefer to share my personal joys and happiness with my family". 
-
- “我对TEMPSMART的温度自动调节有兴趣”；
- "I am interested in the automatic temperature regulation function of TEMPSMART." 
-
- “要是有不含有害化学物质的垫层就好了”。
- "It would be better if it has a cushion without harmful chemicals." 
禁忌：
Taboo: 
-
- 不愿提问，而直接推销产品。
- Being reluctant to ask questions and trying to sell products directly. 
-
- 自以为是，盲目猜测顾客的喜好。
- Blindly guessing the customer's preference without any ground. 
-
- 提问不依据顾客类型，呆板不自然。
- Asking questions not based on customer type or with stiff and unnatural expression. 
 
在工作中绝对不允许的行为
Behavior strictly prohibited in the work 
-
- 手插在口袋里与顾客讲话
- Talking with customers with hands in pocket 
-
- 在卖场化妆、剪指甲、看报纸玩手机
- Makeup, trimming the nails, reading newspapers, playing mobile phone in the store 
-
- 推卸责任，甚至与顾客争吵
- Passing the buck, and even quarrelling with the customer 
-
- 顾客光临时，视若无睹
- Ignoring the customers coming inside 
-
- 经常空岗
- Being often absent 
 
5.3推荐产品
5.3 Recommendation of Products 
要点：
Highlights: 
 
我们的销售人员要有“不仅是卖品，更是卖服务”的意识，卖服务一是卖“放心”，二是卖“开心”，围绕这两点展开我们的产品介绍。也就是说，在我们了解顾客需求的基础上，朝着让顾客“放心，开心”的目标，展开我们的介绍，只要能达到这个目标，销售成交是一定的。
Our purchase guides must have the intentions to "not only sell products but also sell services". Selling of services must focus on the following two aspects, i.e., "assurance" and "pleasure", which should be the basis for introduction of our products. In other words, we must introduce our products based on our understanding of the customer's demands and with the purposes to provide the customer with "assurance" and "pleasure". As long as we can achieve this goal, the sales turnover is bound to succeed. 
 
在产品介绍这个环节，需要有销售人员的几点基本内功做保证：
There are several basic skills required for the sales guides in the introduction of the products to ensure the above purposes: 
•
• 行业知识；
• Knowledge of the industry; 
•
• 产品知识；
• Knowledge of the products; 
•
• 卖点提炼；
• Summarizing points of sales; 
•
• 操作演示能力；
• Operation and demonstration abilities; 
•
• 语言表达能力。
• Language skills. 
产品介绍：
Product introduction: 
-
- 产品介绍应根据顾客的类型和相应的问题，有针对性的推荐产品，解决顾客的问题。
- Product introduction should be based on the types of customers and the corresponding problems to provide product recommendations to solve customer's problems. 
-
- 因为合适的才是最好的。介绍产品时，特别鼓励顾客触摸产品，邀约试睡是最大的销售法宝。
- Because the suitable is the best. When introducing the products, especially encourage customers to touch the products, ask them to try to sleep on the beds, which is the most magic strategy in sales. 
-
- 了解产品的质量与品味，会使顾客坚定其购买的决心。
- Understanding of the quality and taste of the products will make the customer more determined to buy. 
-
- 在产品销售时，可以从以下方面考虑：
- In the sales of the products, you may recommend based on the following considerations: 
-
- 产品自身的特征和利益（例如：材料、成分、组成、包装、功能等。）
- Features and benefits of the product itself (e.g.: materials, ingredients, composition, packaging, functions, etc.) 
-
- 公司和品牌的知名度（例如：知名品牌、品牌的市场占有率等。）
- Company and brand awareness (for example: the famous brands, market share of the brand, etc.) 
-
- 市场推广活动（例如：广告、市场活动、消费者促销、POP等）
- Marketing and promotional activities (such as advertising, marketing, consumer promotions, POP, etc.) 
-
- 价格和质量（包括：产品价格，新鲜度、销售情况、质量状况等）
- Price and quality (including product price, freshness, availability, quality, condition, etc.) 
 
F&B（特征与利益）销售法：
F&B (features and benefits) sales method: 
-
- 特征Feature： 介绍产品的特征、特点。如：斯林百兰床垫“双100测试”第三方实验室经过100万次的辗压滚轮来回测试，证明我们的床垫能经得起100公斤的人体来回翻滚折腾都不变形
- Features: Introduce the features and characteristics of products. For example, Slumberland mattress remained undeformed in a third party test, i.e., one million-time rolling by a roller, which proved that our mattress can withstand jumping and rolling of 100kg human body.
 
-
- 对顾客的利益Benefit：该产品的主要功能，特别功能(卖点)对于顾客特点或相应问题的作用。如： 所有的斯林百兰产品都必须要经过异常严格的2次回炉，保证弹簧绝不走样，更具连贯性的承托力；
- Benefits to customers: The role of the main features and special features (points of sales) of the product to the characteristics or the corresponding problems of the Customer. For example: All Slumberland products must go through a strict process of remelting for twice to ensure that the springs will constantly remain undeformed and have more coherent load bearing capacity; 
F&B（特征与利益）润滑剂：
F&B (features and benefits) Lubricant: 
-
- “因为”，“所以”，“对您来说”，通过这样的语句，可以让产品介绍更有条理和说服力。
- "Because," "so," "for you". With such expressions, your introduction of the products will be more organized and persuasive. 
F&B（特征与利益）介绍实例：
F&B (features and benefits) Examples: 
 
1、斯林百兰皇家系列
1. Slumberland Royal Series 
 
特征F——.双层弹簧超凡分散压力，提供背部稳定舒适的支撑，无摩擦音，睡伴互不影响
Features - Double-layer springs with extraordinary pressure dispersion capacity to provide the back with stable and comfortable support, free of friction sound, without interfering of the sleepers. 
 
利益B——-益生菌面料处理技术可以杀死有害细菌培养有益细菌，更有益健康；
Benefits - The Belgian probiotic treatment technology can kill harmful bacteria and cultivate a beneficial environment of colonies; 
 
例句：“皇家珍藏系列的传家宝拥有双层弹簧超凡分散压力，提供背部稳定舒适的支撑，无摩擦音，睡伴互不影响；2.最多的天然材料让床垫更透气舒适
Example: "The Heirloom of Royal Collection Series has double-layer springs with extraordinary pressure dispersion capacity to provide the back with stable and comfortable support, and is free of friction sound and without interfering of the sleepers. 2. The most natural materials makes mattresses more breathable and comfortable 
禁忌：
Taboo: 
-
- 夸大其辞，自卖自夸，不承诺不可兑现的事情引起顾客的逆反心理
- Exaggerating and boasting, making impossible promises, which causes the customer's resentment. 
-
- 介绍没有针对性，即没有针对顾客的发质特点，和发质问题，而削弱了说服力度
- Introducing without any specific purpose, for example, ignoring the quality, characteristics and problems of the customer's hair, thus making the introduction less convincing. 
-
- 使用过多的专业名词，使顾客感觉难以理解
- Using too many professional terms which the customer feels difficult to understand 
-
注意：
Caution: 
-
- 介绍没有针对性，即没有针对顾客的发质特点，和发质问题，而削弱了说服力度
- Introducing without any specific purpose, for example, ignoring the quality, characteristics and problems of the customer's hair, thus making the introduction less convincing. 
-
- 使用过多的专业名词，使顾客感觉难以理解
- Using too many professional terms which the customer feels difficult to understand 
 
5.4处理顾客问题
5.4 Dealing with the Customer's Problems 
 
成长路上总有难题，积极面对、耐心周到。
There are always challenges on the road of growth, which we must face in a positive, patient and thoughtful manner. 
 
再好的销售人员都有可能碰到客户抱怨投诉之类问题，拿出你的专业、真情，用心为他们解决困难， “天下没有过不去的坎”，我们的工作职责就是满足客户的需要！
Even the best purchase guides are likely to encounter such problems as customer complaints. Tackle these hard nuts with your professional skills and sincerity, and try to solve their problems wholeheartedly, as "there is nothing in the world impossible to overcome". Besides, it is our duty to satisfy the customer's needs! 
 
要点：
Highlights: 
-
- 用正确的方法处理顾客对产品的疑问，会进一步提高顾客的满意度。
- Correctly respond to the customers' questions about the products will further enhance customer satisfaction. 
-
- 对SLUMBERLAND品牌和产品质量充满信心。
- Be confident in the quality of the Slumberland brand and products. 
-
- 先了解清楚顾客的问题和感受后，再作解释。
- Clearly understand the problems and feelings of the customer before providing explanation. 
-
- 把异议转化一个可以回答的问题处理。
- Transform the opposition into a question you can answer. 
-
经常遇到顾客的问题：
Common questions of customers: 
-
- 产品的价格问题，“为什么其他地方的价格比你这里便宜？”
- Questions about the price of products, "Why are the prices of other stores cheaper than yours?" 
-
- 顾客质疑产品的垫层及原料来源，或者产品的品质，“斯林百兰含有甲醛吗？会对婴儿造成影响吗？”“ 斯林百兰的床垫和其他品牌的相比好在哪里？”
- Customers' questioning about the sources of the cushion and raw materials of the products, or the quality of the products, "Does Slumberland contain formaldehyde? Does it have an impact on the baby?" "What are the advantages of the Slumberland mattresses compared to other brands?" 
 
倾听与确认顾客问题：
Listening and identifying the questions of the Customer: 
-
- 点头微笑，表示关注顾客的问题。如：嗯，噢，是这样；同时重复/提问确认具体细节。如：您是说……？……对么？
- Nod and smile to express your concern about the Customer's questions. Such as: ah, oh, yes. And repeat or ask to confirm the details. Such as: You mean...?... Right? 
-
 
一、退换货
I. Return or exchange of Products 
-
- 接待顾客，礼貌询问退换货原因。
- Serve the customer and politely ask the reasons for return or exchange. 
-
- 确认小票（金额、购买日期、购买地点、数量、型号）
- Confirm the receipts (amount, date of purchase, place of purchase, quantity, model) 
-
- 检查货品有无损坏或污损。（无法确定质量问题的，交上级部门鉴定）
- Check the products to see whether there is any damage or defacement. (Report the superior for appraisal if the quality problem cannot be identified) 
-
- 无异议：递交收银台办理退换货帐务手续。有异议：解释原因（按“三包”原则办理退换货。如换货则按财务要求换同等或以上价位；如退货则须经店长或被授权责任人同意并签字确认）
- No objection: Submit to cashier for return and accounting formalities. With objection: Explain why (and handle the request for return or exchange according to the principle of "Three Guarantees" (for repair, replacement and compensation of faulty products) In case of replacement, provide a price equivalent to or higher than the price as required by the financial department; In case of return, seek approval and confirmation by signature by the store manager or the authorized responsible person). 
-
- 未能当日解决的，承诺在指定时间内给予答复，并记录备档。
- In case of failure to resolve, promise to provide an answer within a specified time, and record the case for filing. 
-
- 处理完毕后礼貌送宾（根据时机可作附加推销）；处理无果：上报上级主管。
- See the customer off after handling the case, and seek additional sales, where appropriate. If the case fails, report the superior management. 
-
- 顾客恶意捣乱，应立即110报警。
- Call 110 immediately if the customer behaves abusively. 
 
二、其它投诉
II. Other complaints 
-
- 接待顾客，礼貌倾听、询问投诉原因。
- Serve the customer and politely ask the reasons for complaint. 
-
- 登记投诉事项，了解事情经过及当事人，调查取证；（不能当面回复的，承诺多长时间给予答复）。
- Register the complaint, inquire about the details of the event and related parties, and investigate and find any evidence possible. (Promise to reply in a specified period of time, if it is impossible to reply at that time.) 
-
- 处理无果上报上级主管。
- If the case fails, report the superior management. 
-
- 礼貌致歉，回复顾客处理结果及征求意见。
- Apologize politely, provide the customer with feedback of the results and request for comments. 
-
- 记录备档，根据情况形成预案机制。
- record the case for filing, and develop a preventive mechanism depending on the circumstances. 
-
- 顾客恶意捣乱，立即110报警。
- Call 110 immediately if the customer behaves abusively. 
 
三、投诉注意要点
III. Key issues on complaints 
-
- 任何店员都有义务接待顾客投诉。
- Any purchase guide has an obligation to serve a customer for complaint. 
-
- 在自己限定的职权范围内执行处理客户投诉。超出职务或能力范围逐级上报。
- Deal with complaint of the Customer within the scope of your limited authority. Report the complaint to the superior if beyond your authority or capacity. 
-
- 了解事实真相及上级意见，不可轻易承诺给顾客。
- Find the truth and seek opinions from the superior, and do not easily make any promise to the customer. 
-
- 平息顾客情绪后再处理投诉问题。
- Make the customer calm down before handing the complaint. 
-
- 处理投诉要果断，不可犹豫不决。
- Deal with complaint decisively without hesitation 
 
突发事件处理原则：
Emergency treatment principles: 
1）
2） 不影响与商铺的合作关系。
3） Do not affect the relationship with the store. 
4）
5） 不违背斯林百兰店铺管理规章。
6） Do not violate the management regulations of the Slumberland store. 
-
回答顾客问题三步曲：（3f）Feel/复述、Felt/理解、Found/解释
Three steps to reply to customers: Feel/repeat, Felt/understand, Found/explain 
 
Q1：“你们产品为什么添加了甲醛，人家都在传有人中毒？”
Q1: "Why did you add formaldehyde in your products? It is said that someone was poisoned." 
 
答：PG销售顾问复述，您是指我们的产品添加了一些东西，您担心是否会对您和你宝宝造成伤害，对么？我明白您的顾虑，其实在棕制床垫的工艺中，绝大多数由于平整度的原因。不再使用传统编织工艺，而是自十年前就是用粘合技术，无法避免的使用到各种胶水作为防腐剂，甲醛主要来自于胶粘剂（脲醛树脂胶粘剂、三聚氰胺树脂），但是新技术也是不断的推陈出新。也不是所有的床垫都用胶粘剂吧？我们使用的就是环保棕，100%零甲醛，请消费者放心使用。
A: The purchase guide should first repeat the customer's question. "Do you mean that our products contain something, which you are concerned about whether it would harm you and your baby, right? I understand your concerns. In fact, formaldehyde is added mainly for flatness in the palm mattress technology. As traditional weaving techniques are no longer used and bonding technology has been in use since ten years ago, various kinds of glue are indispensable as a preservative, and formaldehyde is primarily from the adhesives (urea-formaldehyde resin, melamine resin). However, new technologies have been constantly developed. Are adhesives used in all the mattresses? The palm we use is environmentally friendly and absolutely free of any formaldehyde. So please feel safe when using our products. 
 
 
Q2： “人家舒达也有专利弹簧配置，你们的有何优势？”
Q2: "As Serta is also provided with patented springs. What advantages do your products have?" 
 
答：您指的是专利弹簧这些配置吗？，我明白您的顾虑，其实并不是所有的“专利弹簧”都是可以等同的。斯林百兰的弹簧弹簧弹簧专利配置才可以代表最早和弹簧的至高标准，因为 “Slumberland Pocketed Posture 斯林百兰袋装睡姿”于1999年2月28日在中国国家商标局注册，注册号：1250349。——它有几十年的历史；所有的对我们床垫的测试都是在英国独立的第三方实验室来进行的，而且斯林百兰它在1940年就获得英国国王乔治六世授权加冕又曾获得英国女王伊丽莎白二世及其皇母的皇家授权加冕，享有整整两个英国皇徽使用的荣誉经历了这些都是其他品牌所不及的！
A: Do you mean the arrangement of the patented springs? I understand your concerns. In fact, not all of the "patented springs" are equivalent. Only Slumberland's spring arrangement is representative of the earliest and the highest spring standard. As the Slumberland Pocketed Posture was registered at the Trademark Office of the State Administration for Industry & Commerce of PPC on February 28, 1999, with the registration number: 1250349. - It has decades of history. All of our mattresses were tested in the UK at independent third party labs. Besides, Slumberland was coronated by King George VI of the United Kingdom in 1940, was coronated by Queen Elizabeth II and the King's mother later on, and received two imperial honors by the British Palace, which have made Slumberland a widely recognized trademark, brand and logo. So its honor can never be compared by any other brand! 
床垫的选购的建议：
Mattress shopping recommendations: 
-
- 解释完毕之后，应给顾客如何选购的建议，也是销售的重要部分--服务。这可以进一步提高顾客对品牌的忠诚度与信任度。
- After the explanation is completed, provide the customer with advice on how to make choices, which is also an important part of the sales services. This can further improve the customer's loyalty to and trust in the brand. 
-
- 具体的建议可参阅第三部分《斯林百兰产品知识》
- See Part III, "Product Knowledge", for specific recommendations. 
 
禁忌：
Taboo: 
-
- 打断、不愿意倾听顾客或者一味地反驳顾客的说法，让顾客产生你有狡辩。辩解的印象；
- Interrupting or being unwilling to listen to the customer, refuting the customer persistently, which may make the customer think that you are indulged in sophistry or allegation; 
-
- 贬低竞争对手，使顾客产生不信任感。
- Belittling competitors, making you dishonest to the customer. 
注意：
Caution: 
-
- 当进入这个环节时，只要你坚持的住，离最终销售就很近了，这是顾客的最后一道心理防线，也是最坚固的一道防线，只有清晰、肯定、明确的“炮弹”才能“摧毁”这个堡垒。只要有丝毫的不清晰、模糊、莫能两可，顾客一定会扬长而去的，这种对顾客疑问的解答，我们应遵守几个标准：
- You are close to a successful deal in this stage, as this is the last psychological and the most solid defense of the customer. Only with clear and specific "shells" can you finally "destroy" the fortress. Even with the slightest uncertainty, confusion or ambiguity, the customer will turn around and walk away. For such questions raised by the customers, we should abide by the following criteria: 
 
-
- Q1如果是针对产品的
- Q1: About the products 
-
- A1我们可以按照（也必须按照）公司制定的关于各类产品的答疑规范来回答，对于未知的部分不要不懂装懂，以免“贻笑大方”或者告诉顾客：“您说的这个问题我研究的还不够透彻，要不您留个电话，明天我请教有关专家研究清楚了打电话告诉您，好吗？”
- A1: We can (and shall) reply to the customer in accordance with the various norms on products developed by the company. Do not pretend to understand what you don't, in order not to make a laughing stock. Or you may tell the customer, "I cannot provide sufficient supply to your question at present. Would you please tell me your phone number so that I can call you tomorrow after I have consulted relevant experts?" 
 
-
- Q2如果是针对可能影响顾客购买的技术话题
- Q2: About the technology which may affect purchase of the Customer 
-
- A2可以转换成其他话题，例如品牌、质量保证体系的话题来回答。
- A2: You may respond to the customer by changing the topic, such as to brands, quality assurance system, etc. 
 
5.5促成交易
5.5 to Facilitating Transactions 
 
促成交易的时机
Occasions to facilitate transactions 
-
- 销售顾问应该在处理顾客疑问之后，再次概括一下满足顾客需要的产品利益，确保顾客接受，然后要求顾客购买或直接要求顾客购买；
- After responding to the customer's questions, the purchase guide shall summarize the benefits of the product to meet the customer's demands again and ensure that the customer has accepted. And then ask the customer to purchase or directly request the customer to buy; 
-
- 同时要注意观察顾客发出的购买信号，如点头、微笑等。
- At the same time, pay attention to any messages of the customer, such as nodding, smiling, etc. 
 
结束技巧
Closing skills 
直接式
Direct closing 
-
- “建议你就买红宝石把，正好有大礼包！”
- "I suggest you buy the Ruby, which is accompanied by a gift!" 
 
 
选择式(二选一)
Alternative Method (check one of the following two) 
-
- “赠品您是要保暖拖鞋的，还是折叠背包的？”
- "Which would you like as the gift, the slippers, or the folding backpack?" 
-
- “您看今天您是买大包装的和家人一起分享，还是先试试小包装的？”
- "Would you like to buy the bigger package to share with your family, or would you try the smaller package?" 
 
机会式
Opportunity method 
-
- “本周我们正好在联合红星做特价，机会难得，多买更加划算。”
- "We are planning to hold a special offer event together with Red Star, which is a seldom opportunity and will be cost-effective." 
禁忌：
Taboo: 
-
- 尾随顾客
- Following the customer 
过于热情，有强硬推销的嫌疑。
Overzealous, being suspicious of hard sell. 
 
5.6连带销售
5.6 Related Sales 
要点：
Highlights: 
-
- 顾客在一项购买将要完成时，其警惕性和封闭心理最低。在这一时机向顾客推荐相关或其他系列产品，可以极大地提高销售成功率，这被称为连带销售。
- The customer is at the lowest level of vigilance and psychological closedness. The success rate of sales can be greatly improved if you recommend related or other products to the customer at this time, which is referred to as joint sales. 
连带销售技巧：
Skills of joint sales: 
-
- 在推荐一款产品后，可以同时推荐床上用品，床头柜，记忆枕等小物件。
- After recommending a product, you may also recommend bedding, nightstand, memory pillow, and other small items. 
-
- 在对年纪稍大的顾客可尝试连带推荐儿童产品（假设顾客家里有小孩）
- Children's products may also be recommended to an elderly customer (if such customer has a child or children). 
-
- 连带销售可推荐不同场合、环境使用的产品，还可以推荐公司的新产品和促销推广产品
- Joint sales may also include recommendation of products for use on different occasions and in different environment, as well as the new products and promotional products of the Company. 
-
- 例：“小姐，这边还有我们的新产品慢回弹记忆枕；它运用人体工学，能让颈椎100%贴合，饱满托肤，而且面料抗菌防螨有效减少熟睡中的翻身-现在这个季节使用最适合了！
- Example: "Miss, this is our new product, slow rebound memory pillow. It adopts ergonomic techniques, is capable to achieve 100% fitting with the vertebra cervicalis, and its fabric is antibacterial and anti-mite, effectively reducing the necessity to turning in sleep. It is the best season to use it now! 
禁忌：
Taboo: 
-
- 附加推荐没有说清楚对顾客的价值，没有站在顾客立场，仅仅为了增加额外销售，使顾客产生厌烦
- Failure to clearly explain the value to the customer in additional recommendation, simply trying to increase additional sales without considering the customer's demands, which makes the customer sick. 
-
- 如果顾客表示要考虑一下，就不要过于勉强。
- If customers says he/she will think about it, you shouldn't push too hard. 
 
注意：尝试结案
Note: Try to close 
-
- 销售到了这个环节，也就是到了实质性的阶段，当你看到顾客对你介绍没有异议，或比较满意时，你可以试操性的询问“要不要我现在给您开票？”“您想好了，我现在就给您开票，行吗？”尽可能地设计让顾客说“好！行！”的答案句。
- This stage is the most important and decisive in sales. When the customer express no objection or is satisfied, you can try to ask, "Should I get an invoice for you?" "I will issue an invoice for you if you have made your decision. Okay?" Try everything possible to have the customer say "Good!" or "OK!"
-
- 如果消费者表示还要再比较、比较，无论是出于职业道德，还是最终销售的需要，一定要笑脸相送，绝对不允许恶言恶语，对顾客横眉冷对的态度一下来一个180度的大转变。对于顾客的拒绝，要表示表示良好的态度，例如对顾客说：“您慢走！欢迎您再来！”
- If the consumers wants to compare several more products of other stores, you should see the customer off with a smile, which is necessary as an ethical act and for a likely deal. Never say anything abusive or show a cold face to the customer, with a complete shift of your attitude. You must react to the Customer's refusal with polite attitude. For example, "See you later! Welcome to our store again!"
-
- 实际证明，很多的顾客都是被销售人员的良好服务态度所吸引回来，他们不仅自己购买，还推荐其亲朋好友到他感觉满意的卖场购买，而且一但在使用中出现故障，也能较理智的看待和对待。最容易投诉的顾客往往是在心理感觉不平衡，有“受骗上当”之感的人，这种感觉就源于销售人员为了销售，随意承诺，死缠硬拉。
- In practice, many customers are attracted by the good service attitude of the purchase guides. They will not only buy for their own, but will also recommend to their friends to purchase at the stores to their satisfaction. So the purchase guides may handle customer complaints involving any defects of the products in a reasonable manner. Most customer complaints are due to their feeling of being "deceived", which is due to casual undertakings and/or pushed selling by the purchase guides. 
 
 
5.7送别顾客
5.7 Send off Customers 
 
要点：
Highlights: 
-
- 顾客购买产品后并不代表销售的结束，而是销售的开始；
- Customer's purchase of product isn't the end but the beginning of the deal; 
-
- 我们要建立忠实顾客群体，争取顾客下次继续购买我们的产品。
- We should establish a loyal customer group and seek further purchases by such customers. 
 
送别比迎接顾客更热情：(结束技巧)
See off the customer with more passion than greeting (farewell tips) 
-
- 对顾客表示衷心的感谢：“谢谢，欢迎您下次光临。”
- Express our heartfelt thanks to the Customer, "Thank you, expecting your next visit." 
-
- 告知顾客之后可能会进行的促销活动；
- Inform the customer of the likely promotional event in future; 
-
- 告知顾客之后可能会推出的新产品；
- Inform the customer of the likely new products in future; 
-
- 欢迎顾客下次再来；
- Expect the customer to visit again; 
-
- 目送顾客的离去。
- See the customer off. 
 
禁忌：
Taboo: 
-
- 不能因为顾客没有购买我们的产品而怠慢顾客
- Do not neglect the customer only because he/she didn't buy our products. 
-
- 不能因为买卖成交了就降低了对顾客的热情、礼貌
- You shouldn't be less enthusiastic about the customer only because the deal is made. 
 
回顾总结：
Review and Summary: 
 
商场如战场，你就是战场上永往直前的战士，真正的销售是真枪实弹的较量，一个优秀的战士一定是在枪林弹雨中成长的，在是刀光剑影中成熟。
Business world is like a battle field, and you are a brave soldier fight forward in a battle. An excellent purchase guide must be a person growing in a hail of bullets and becoming mature in the middle of swords and knives. 
 
理论知识固然重要，但把知识运用到实际工作上更是关键，以上的文字各位也看过了，相信一定从中汲取了不少氧分，现在让我们把这些知识重新温顾一遍吧！！
Theoretical knowledge is important, but the application of knowledge to practical work is the key. Now we have talked a lot above, and I believe that you must have learned a lot. Now, let's go over the knowledge again. 
 
《讨论》
"Discussion" 
 
下文是某终端导购的从职经历，请仔细阅读，并思考提出的问题。
The following is the real experience in sales practice of a terminal purchase guide. Please read carefully and think about the questions. 
 
任何人都希望别人对自己以诚相待。这尽管是句老话，但只要你是真心
去做，在任何时候都是最有效的促销手段。向顾客询问他的工作，已有的家具什么，购买床垫的大致范围，以他为本，出谋划策，自然顾客会很乐意接受你所建议的套床。一次一位经济型顾客向我咨询斯林百兰是否可以睡满30年吗，我反问他：“您认为这个有必要吗？”他说：“难道没有必要吗？”我说：“是的，您可以问一问您的周遭的亲戚朋友朋友们，现在消费能力提升了，需要抛弃传承了N久的老传统，我们的弹簧保用20年都没问题，但是床垫毕竟是后1/3的时间都在床上过，就个人卫生角度我就不建议你睡超过10年了，更何况还要我们后半辈子都要跟床在一起。。。”。
We all want others to be honest to ourselves. Although this is an old saying, it is the most effective means of promotion if we practice it sincerely. 
Talk to the customer about his/her job, what kind of furniture he/she has, what range of products he/she wants buy, etc. And then, provide suggestions based on the customer's needs and actual conditions, so he/she will naturally be happy to accept the products of your recommendation. Once an economic customer asked me whether Slumberland products could provide services for over thirty years. I asked him, "Do you think it necessary?" He said: "Why isn't it necessary?" I said, "I think you'd better seek advice from your neighbors, friends and relatives. Now, our consumption power has been enhanced, and we need to abandon the ancient consumption practices. I assure that our springs can serve for over twenty years. But if you intend to use the mattress for thirty years, which is one third of your life, I don't think it is a good idea, because anything after such long time of use will be harmful to your health."。
 
顾客点头称是，又问我买哪种床垫比较合适普通工薪阶层，我咨询了他的工作情况，了解他的工作是新外来务工做仓库保管员后，向他介绍：“经典A-b保背健环保认证椰棕防虫，去湿，透气，使用时间久。两面不同的软硬度适合不同季节和不同人群的需求，冬天铺床单暖和，夏天用硬面铺席子舒适。”并向他介绍我们床垫的其他功能、使用说明等知识。顾客听后感到很满意，当即买了这款AB保背健。我不仅为了做成一单而高兴，而且也为能向别人传授我的知识而自豪，只快乐的工作才有快乐的生活，不是吗？
The customer nodded, then asked me what kind of mattress would be suitable for an ordinary working-class worker. I asked him about his work and knew that he was a migrant worker and as a warehouse keeper. So I recommended that, "The Classic A-B Spinalmate mattress has passed environmental certification, is made of coconut fiber, and is moth proof, dehumidificable and breathable, and may be used for a long time. Different hardness at both sides is suitable for different seasons and demands of different populations. It is warm enough with only a sheet in winter, and is cool and comfortable with a mat if used in summer." And I also introduced the other features, usage, etc., of the mattress. The customer was very satisfied, and immediately bought the AB Spinalmate. I was happy not only for having made a deal but also imparted my knowledge to another person. Only when you are happy in your work, will you be happy in life, isn't it? 
 
Q1：PG导购为什么会推荐AB款而非其他款式？
Q1: Why will purchase guides recommend AB rather than other styles? 
 
Q2：透由上面的文字你有什么理解和感受？
Q2: What do you think and how do you feel above the above experience? 
 
5.8 回顾—总结
5.8 Review - Summary 
 
销售其实并没有什么神奇法术，但确实有迹可寻，正确的方法加上不断的实践，配合良好的心态，再勤修苦炼，你一定是斯林百兰最棒的销售专家。
In fact, there is nothing magical in sales, but there is always a track for us to follow. With correct approaches, constant practice, good attitude, and persistent learning, you are bound to be the Slumberland's best sales professional. 
销售流程图：
Sales flowchart: 
 
在还未正式面对顾客的时候，除了要知道自己要做什么，还得知道顾客要做什么？
You must know what the customer needs as well as what you want to do before formal contact with the customer. 
顾客 PG销售顾问
  注意观察 耐心等待
  产生兴趣 初步接触
  产生联想 探求需要
  触摸欲望 积极推荐
  比较权衡 展示商品
  产生信心 详细介绍
  决定行动 促成信任
  满意而归 销售成功
 
Customer Purchase guide 
  Observe Wait patiently 
  Become interested Initial contact 
  Associate Explore customer need 
  Desire to touch Actively recommend 
  Compare and weigh Display products 
  Become confident Detailed introduction 
  Decided to act Earn trust 
  Return with satisfaction Conclude the deal 
 
《经典案列分享》
"Classic Cases" 
 
1、绝妙的推销方法
1. Wonderful marketing methods 
 
一位飞机推销员致电安利公司总裁理查.丹佛斯向他推销喷射引擎飞机。理查是个保守派人士，他当时认为安利公司负担不起购买飞机的经费。但推销员则认为购进飞机后能为公司省下可观的时间成本，让他可以经常访视分销人员，并提高工作的效率。 
An aircraft salesman called Richard Danfoss, president of Amway, to sell a jet aircrafts to him. Richard was a conservative man, and he believed that Amway couldn't afford the aircraft. However, the aircraft salesman believed that an aircraft could save considerable time and costs for the company, so that he could often visit the distribution personnel and improve work efficiency. 
 
这位推销员告诉理查说，“丹佛斯先生，我们有一架绝对符合你的理想的喷射引擎飞机，我想让你试乘看看。”丹佛斯先生经一番考虑后接受了这项提议，他虽然感到满意，但他并不觉得有必要买下这架飞机。于是，推销员告诉他说，“丹佛斯先生，我们这里不会用到这架飞机，您可以留下它，把它当成你自己的飞机用吧！你并不需要任何义务！”这个当然是难得回绝的提议，因为安利公司并不需要承担任何义务。刚好这周期间，丹佛斯先生必须往访各处，而这架飞机促使他能够更有效率地执行他的任务，当然旅程也很舒适。 
The salesman told Richard, "Mr. Danfoss, we have jet aircraft which is absolutely fit for you. I want you to try riding." After some consideration, Mr. Danfoss accepted this proposal. Although he was satisfied, but he did not it was necessary to buy the aircraft. Thus, the salesman told him, "Mr. Danfoss, we will not use this aircraft here. So you can keep it and use it as your own, and you do not need to bear any obligation! " This is, of course, an offer too appealing to reject, because Amway wouldn't bear any obligation. Just in that week, Mr. Danfoss had to go on a lot of visits, and this aircraft could help him efficiently carry out his task and provide him with very comfortable journeys. 
 
当一周过后，推销员回来试图做成这笔交易时，丹佛斯先生仍然无意买下这架飞机。推销员于是向他表示，“因为我们这个月都不会用到这架飞机，你继续留下它，把它当成自己的飞机用吧。”当然，理查犹豫了一阵子，然而推销员坚持要他留下飞机。理查这一个月期间着实好好利用这架飞机。一个月过后，理查已经无法不利用这架飞机往访各地了。当推销员回来取“他的”飞机时，理查向他说“你说‘你的’飞机是什么意思？”理查已经离不开提供他舒适旅程的飞机了，他当然有办法说服公司投资这笔钱了。 
A week later, when the salesman came back trying to make the deal, Mr. Danfoss still have no intention to buy the aircraft. So the salesman said to him, "
As we won't use this plane this month, you can continue to keep it and use it as your own." Of course, Richard hesitated for a while, but the salesman insisted that he keep the plane. During that month, Richard made good use of the aircraft. A month later, it was indispensable in Richard's journeys everywhere. When the salesman came back to get "his" aircraft, Richard asked him, "What do you mean by 'your' plane?" Richard couldn't do without the plane which could provide him comfortable journeys, and he certainly knew how to persuade his company to invest in the plane. 
 
2、尊重顾客意见
2. Respect customer's feedback 
 
美国著名的福特汽车公司，每年拥有250万顾客，为了了解他们的需求，公司定期邀请一些顾客与产品设计人员和汽车推销员讨论产品及销售服务等问题，并专门设计一种软件数据系统，供各部门经理和雇员详细了解掌握顾客的意见。一次有位顾客抱怨说，乘坐福特汽车不愿在后排，因为后排空间太小腿伸不开，很不舒服。听到这个意见后，公司立即将前排座位下部进行了调整改进，加宽了前后排之间的距离。这一举动赢得了顾客的普遍称赞，使福特汽车更加畅销。 
Famous American Ford Motor Company has 250 million customers each year. In order to understand their needs, the company regularly invites some customers to discuss issues about the products and sales services with product designers and purchase guides, and designed a software system for departmental managers and employees to understand the detailed customer feedback. A customer complained that it was very uncomfortable to sit at the back of a Ford car, as the rear space was too small to stretch the legs. After hearing this advice, the company immediately improved the lower part of the front seat to widen the distance between the front and rear rows. The move has won widespread praise of customers, making Ford cars more popular. 
 
因此为顾客服务，不仅要面带笑容、热情周到，更重要的是从市场调查、产品设计、广告宣传到刺激购买，每一环节都紧紧围绕着顾客。
Therefore, we should not only serve the customers with smiling face and thoughtful attitude, more importantly, each link must closely revolve around the customers, from market research, product design, advertising to stimulating purchases. 
 
《讨论》
"Discussion" 
 
Q1：他们的做法有哪些地方值得你学习？如果你是当事人，请描述一种你个人通常会使用的“杀手锏”方法。
Q1: What should we learn from the practices of Ford? If you are involved in the practices, please describe your "Magic" approach. 
 
5.9售后客户抱怨处理
5.9 Handle After-sales Customer Complaints 
 
客户的抱怨，我们的看法
Customer complaints and our views 
 
顾客抱怨的心态
Reasons for Customer complaints 
 
a、 嫌货才是买货人
a. Only those who are picky about products are potential buyers 
 
b、 指出公司管理、商品及服务方面的缺陷
b. Point out defects in corporate management, goods and services 
 
c、 提供公司第二次服务的机会，增加顾客的忠诚度
c. Provide the Company with an opportunity for the second time services to increase customer loyalty 
 
d、 有4%的顾客会提出抱怨，有65%~95%的顾客不再光临
d. 4% of customers will complain, 65% to 95% of customers will never visit again 
 
e、 在提出抱怨能圆满而迅速的解决后，有82%的顾客会继续光临
e. 82% of customers will continue to visit after their complaints are resolved quickly and satisfactorily 
 
f、 开发一个新客户的成本是保留一个旧客户的五倍，维持旧顾客是开发新客户效益的四倍
f. The cost of developing a new customer is five times of maintaining an old customer, and the benefit of maintaining an old customer is four times of developing a new customer. 
 
（1）抱怨有理，抱怨意味机会
 (1) Complaints are justified, and complaints mean opportunity 
 
客户的抱怨是珍贵的财富，许多公司花大量的人力物力想了解客户有什么不满，并不是每个人都会把不满表现出来， 更多人而是选择再不光顾，而且把不满直接告诉身边的人，这将是无法估量的影响力，著名的销售数字法则：1：8：25：1，即影响1名客户，可以间接影响8名客户，并使25名客户产生购买意向，1名客户达成购买行为。依次类推，如果你得罪了1名客户，那么也会带来相应损失，而带来的损失需要付出2倍的努力来弥补。
Customer complaints are precious wealth. Many companies spend a lot of manpower and resources with the purpose to understand what customers are dissatisfied. Not everyone will express their discontent, more people choose not to patronize but to tell the people around them their dissatisfactions. It will lead to incalculable influence. According to the famous sales figures rule: 1:8:25:1, that is, an influence on one customer may indirectly affect eight customers and excite twenty-five customers in producing the intent to produce and one customer in concluding buying behavior. And so, if you offend one customer, you will suffer consequential loss, which will need twice efforts make up. 
 
（2）相信自己，问题都会妥善解决
 (2) Believe in yourself, and the problem will be solved properly 
 
不要害怕，客户抱怨有很多原因，有些是你的工作失误造成的，有些则不是，不管何种原因，我们都得积极面对，妥善解决，相信自己，你很出色，一个优秀的销售人员面对问题总能迎刃而解。在圆满解决客户的抱怨后，说不定你又多了个朋友。
Don't be afraid. Customers complain for many reasons, some of which are caused by mistakes in your work, and some are not. For whatever reason, we have to face actively and solve properly. Believe in yourself, you are an excellent and outstanding salesman and can easily solve every problem you are facing. After satisfactorily resolving a customer complaint, maybe you will have another friend. 
 
（3）把它当做一件事。
 (3) Consider customer complaints as your own 
 
顾客抱怨时，应该把它看成“好机会”。既不要怕它，也不要讨厌它。因为，顾客之所以向销售顾问提出抱怨，是由于认为：“我提出抱怨必能促使出售商品的公司获得各种改善。”这表示，顾客是依赖你的，你当然要欣然接受。事实上，如把抱怨处理得好，顾客对你的依赖感只会增多，不会减少。这就叫做转祸为福。顾客获得强烈的好印象后，必定逢人便说，这无形中对公司做了有力的免费宣传。
When a customer complains, you should think of it as "a good opportunity." Don't be afraid of it or hate it. Customers complain to purchase guide because they think that their complaints will help the company improve in various aspects. This means that the customer trusts you, and you certainly should face it happily. In fact, customers will trust you more rather than less, if you handle them properly. This is actually hidden fortune in misfortune. After the customer have a very good impression of you, they will tell everyone they know, which is virtually advertising of the company free of charge. 
 
（4）要有处理抱怨的作业体系
 (4) Establish a complaint handling system 
 
处理抱怨应该是一套固定的作业方式才不会把事态扩大，引发不可收拾的局面。你切莫一意孤行。处理之前，你必须请有关的部门与人员提供办法，紧密配合，否则容易造成“脱节”、“断层”的现象。
Handling complaints with a fixed mode of practices will help to control the situation and avoid any unmanageable situation. Do not act arbitrarily. Before handling any compliant, you must seek close assistance and cooperation of the relevant departments and personnel to avoid any "disruption" and "disconnection". 
 
（5）先化解对方的怒意
 (5) Ease the customer's anger first 
 
诚心诚意地道歉定是处理抱怨时最先要做到的事。接着，采取低姿态，以附和的口气聆听对方的说词。在顾客怒气已渠泄（说够了）之后，你再迅速整理他抱怨的重点，并且予以确认。最后探究原因，做适当的处理。
Sincere apologies are the first things you must do. Then, take a low profile and listen to the customer with a pleasing attitude. After the customer has let out is anger (by complaining), summarize the key points of the customer's complaint and confirm. Finally, explore the reasons and handle properly. 
 
 
（6）顾客抱怨的原因，不外乎下列数种
 (6) The following are the most common reasons for customer complaints: 
 
公司的错误（例如，商品有缺陷）。导购员说明不够。顾客的错误（例如，操作顺序有误）。顾客的误解（例如，听错了推销员的说明）。发生意外事故（例如，运送途中的事故）。
The company's error (e.g., commodity defects); Insufficient introduction by the purchase guide; Customer's error (for example, wrong operation sequence). Customer's misunderstandings (e.g., of the description of the purchase guide). Accidents (e.g., accidents in transit). 
 
不管原因如何，你要诚心诚意的解释（切莫流于议论，或是辩解。）抱怨只要处理得当，顾客反而会支持你。你要记住这个事实。
Whatever the reason is, you must sincerely explain (and avoid indulging in argument or justification). On the contrary, the customer will support you if the complain is handled properly. You have to remember that fact. 
 
（7）处理的速度要快
 (7) Handle very effectively 
 
立刻处理，这是化解抱怨带来的纠纷最好的利器。例如，原因在商品的缺陷，你却对顾客说：“由于周末下午不上班，紧接着又是星期天，所以，我们在下星期一中午以前，再把新货送到府上……”。
Immediate action is very important in resolving disputes due to customer complaints. For example, the complaint is caused by product defects, but you say, "We do not work on Saturday and Sunday. So we will deliver the new product to your home before noon next Monday."
 
如果你是顾客，将做何感想？你一定会想：“还要拖到星期一？只考虑到自己的情况，一点也不为顾客着想。这种公司的商品，以后还买才怪呢！”要是你在当天就急急忙忙、满身大汗地把新货送到他的家，那种效果与前者相比，可就有天地之别了。
How would you feel if you were the customer? You must be thinking: "Damn, I have to wait till Monday. They only think about themselves and never care about the customers. Pigs would fly if I bought their products again. If you deliver the product to the customer's home very efficiently that day, there will be great difference, compared to the above practice. 
 
5.10客户抱怨从何而来？为何会有此种抱怨？
5.10 Why do customers complain? Why is there such a complaint?
 
（1）当客户不满意时：
 (1) When customers are not satisfied: 
-
- 4%的客户会说出来。
- 4% of the customers will directly express their dissatisfaction; 
-
- 96%的客户会默默离开。
- 96% of the customers will leave in silence; 
-
- 90%的客户会永远也不买这个品牌或关注这家商场，这些不满的客户会把这种不满传递给8-12个客户。这8-12个客户还会把这个信息传递给20个人。
- 90% of the customers will never buy this brand or care about the store any more, and such satisfied customers will pass their dissatisfaction to 8-12 other customers, who will pass the messages of dissatisfaction on to 20 people. 
-
- 在店铺商场吸引一个新客户的难度是留住以往老客户的6倍。
- The difficulty of attracting a new customer at the store is six times that of retaining an old customer. 
 
（2）客户不满意什么？
 (2) What are the customers not satisfied with? 
-
- 客户期望=朋友的口碑+服务承诺+客户需求
- Customer expectations = praise among friends + service commitment + customer demand 
-
- 实际服务=高品质的商品+服务承诺+规范化作业
- Actual services = high quality goods + service commitment + standard practice 
-
- 实际提供的服务>客户的希望----客户很满意
- Services actually provided > Customer's expectation - Customer's great satisfaction 
-
- 实际提供的服务=客户的期望----客户基本满意
- Services actually provided = Customer's expectation - Customer's satisfaction 
-
- 实际提供的服务<客户的期望----客户会不满意
- Services actually provided < Customer's expectation - Customer's dissatisfaction 
 
（3）客户在抱怨时想得到什么？
 (3) What does the customer want when complaining? 
-
- 希望得到认真的对待
- Hope to be taken seriously 
-
- 希望有人聆听
- Hope to be listened to respectfully 
-
- 希望有反应，有行动
- Hope to be responded to with actions 
-
- 希望得到补偿
- Hope to be compensated 
-
- 希望被认同，被尊重
- Hope to be recognized and respected 
 
（4）当抱怨未得到正确的处理时客户本身
 (4) When a customer complaint is not handled properly, the customer will 
-
- 心中产生不良影响
- Have a bad impression 
-
- 不再购买
- Never buy 
-
- 不再向人推荐
- No longer recommended to others 
-
- 进行非常负面的宣传
- Comment adversely 
 
5.11面对客户的禁忌用语
5.11 Taboo in the face of customers 
 
 
(1)、你自己看吧！！
 (1) Take a look yourself! 
 
 
(2)、不可能出现这种问题！
 (2) This problem is not likely to occur! 
 
 
(3)、“这肯定不是我们的原因！
”
 (3) "It is certainly not a problem of our product! " 
 
 
(4)、“我不知道。”
 (4) "I do not know." 
 
 
(5)、“你要的这种没有。”
 (5) "The product is not available." 
 
 
(6)、“这么简单的东西你也不明白。”
 (6) "Why don't you understand such simple things." 
 
 
(7)、“我只负责这个，不负责其它的。”
 (7) "I'm only responsible for this but not for any other." 
 
 
(8)、“这些产品都差不多，没什么可比性的。
”
 (8) "These products are similar, there is nothing comparable." 
 
 
(9)、“想好没有，想好了就赶快交钱吧。”
 (9) "Make payment if you have decided." 
 
 
(10)、“别人用得挺好的呀！”
 (10) "Others are using without problems!" 
 
 
(11)、“我们没有发现这个毛病呀。”
 (11) "We haven't found this problem." 
 
 
(12)、“你先听我解释。”
 (12) "Let me explain first.” 
 
 
(13)、“你怎么这样讲话的？”
 (13) "How can you talk like that? ” 
 
 
(14)、“你相不相信我？”
 (14) "Do you believe me?" 
 
商场如战场，你就是战场上永往直前的战士，真正的销售是真枪实弹的较量，一个优秀的战士一定是在枪林弹雨中成长的，在刀光剑影中成熟。
Business world is like a battle field, and you are a brave soldier fight forward in a battle. An excellent purchase guide must be a person growing in a hail of bullets and becoming mature in the middle of swords and knives. 
 
理论知识固然重要，但把知识运用到实际工作上更是关键， 以上的文字各位也看过了，相信一定从中汲取了不少氧分，现在让我们把这些知识重新温顾一遍吧，
Theoretical knowledge is important, but the application of knowledge to practical work is the key. Now we have talked a lot above, and I believe that you must have learned a lot. Now, let's go over the knowledge again. 
 
就让我们尽心尽力、孜孜不倦地学习，在前进中体味工作的快乐，在学习中完善自我，不断成长，让自己成为最出色、最快乐的斯林百兰床垫销售专家。
Let us make all-out efforts, learn diligently, enjoy the happiness of work while progressing, and improve ourselves and become mature in learning, to make ourselves the best and happiest sales specialists of Slumberland mattresses. 
 
提升篇
Enhancement 
 
 
6.0终端导购应具备的心理素质
6.0 Mental qualities of terminal purchase guides 
 
关于心态
About mentality 
 
你对于促销工作的态度
Your attitude toward your work as a purchase guide 
 
提问 评分
01.向顾客介绍商品和提供服务时，没有大的心理负担。
02.毫无顾及地对朋友说促销导购是我的职业。
03.我热衷于促销导购工作。
04.促销导购工作使我勇于接受挑战。
05.认为促销导购工作也是一种专职。
06.无论顾客的年龄、外貌、态度如何，都能以积极的主动接近，并保持良好的态度。
07.即使在心情不太好的时候，也仍能保持对顾客笑脸相迎。
08.即使顾客故意刁难，我也不介意。
09.认为为顾客解决困难（即使不在我的工作范围内），是件愉快的事。
10．遵守公司及商场的有关管理制度
 
Question Score 
01. I don't feel great mental burden when introducing the products and services to customers.
02. I will talk about my career as a purchase guide to my friend without feeling any humiliation.
03. I am keen to work as a purchase guide.
04. The work as a purchase guide provides me with the courage to face challenges.
05. I believe that the job as a purchase guide is a full-time job.
06. I will approach to the customers with a good attitude, regardless of the customers' age, appearance, and attitude.
07. Even in a bad mood, I will greet the customers with a smiling face.
08. Even if the customer deliberately make things difficult, I do not mind.
09. I believe that it is a pleasant job to solve customers' problems (even if not within the scope of my work).
10. I am in compliance with the relevant management rules of the Company and the Mall.
 
得分：
Score: 
 
评估原则：
Assessment standard: 
 
 
45以上，你已经对于你的工作有了深入的理解并热衷于它，能很好的完成它。
45 or higher: You already have a deep understanding of and passion for your work, and can complete it excellently. 
 
40—44分，你对于自己的工作有较正确的认识，能较好地完成它，是一名较为优秀的促销员，但仍有可改进之处。
40-44 points: You have a correct understanding of your work and can do it well. You are a relatively good promoter, but there is still room for improvement. 
 
35—39分，你对自己的工作有基本正确的认识，是一名基本合格的促销员，还有许多你应该学习的地方。
35-39 points: You have a basically correct understanding of your work, you are a basically qualified promoter, but there are still many things for you to learn. 
 
30—34分，你对自己的工作认识不足，不能以正确的态度来对待工作，你需要改进自己的工作态度和工作作风，并以一个合格的促销员的标准来要求自己。
30-34 points: You don't fully understand your work, and cannot treat your work with the right attitude. You need to improve your attitude toward your work and improve yourself to become a qualified promoter. 
 
30分以下，你对自己所从事的工作不满，若不改变你的工作态度，你将失去这份工作。
30 points or lower: You are dissatisfied with your work, and you will become unemployed if you fail to change your attitude. 
 
 
《讨论》
"Discussion" 
 
Q1：我这份工作给我带来了哪些好处与快乐？
Q1: What are the benefits and happiness my job brought me ? 
 
Q2：我的工作态度如何？有哪些需要改进的地方？
Q2: How do I look at my work? What needs improvement? 
 
6.1保持自己良好的心态
6.1 Maintain a good state of mind 
 
 
销售人员每天要面对形形色色的人，日复一日的工作环境，还要背负一定的销量。面对这样一份压力不小的工作，一个销售人员的心态对他的销售工作起了关键作用。
A Purchase guide has to face all kinds of people day after day, and has to achieve certain sales target in such working environment. For a purchase guide faced with such great pressure, a good state of mind plays a key role in the sales. 
 
当销售遇到困难时，应如何消除障碍性因素，以积极的心态顺利地展开销售工作呢？
How do you solve the difficulties and eliminate the obstacles in your work and carry out your sales work successfully? 
 
不妨尝试一下以下方法：
You may try the following methods: 
 
（1）每天给自己制定一个目标，无论放弃其他什么事情，都要达成这个目的。
 (1) Set yourself a goal every day, and try to achieve this goal whatever you have to give up. 
 
——— 有成功就会有动力
- Success is the mother of success. 
 
（2）做每件工作时，都给自己限定一个时间限度，从而更有效得集中精力去完成某项工作。
 (2) Set a time limit for each job, so you can concentrate more effectively to accomplish a task. 
 
———紧迫感促使高效
- Urgency promotes efficiency 
 
（3）想象成功的场景，为自己打气。
 (3) Imagine a scene of success and encourage yourself. 
 
——— 美好的事物总令人心情愉悦
- Good things will always please you 
 
（4）和自己打赌，当一天结束前，你完成了你必须完成的工作时，适当给自己奖励。                         ——— 自己必须先肯定自己
 (4) Make a bet with yourself, and provide yourself with an appropriate reward if you have completed your task before the end of the day.                         - Believe in yourself first 
 
（5）不要满足自己当前的业绩，不断尝试超越自己。
 (5) Do not be satisfied with your current performance, constantly try to surpass yourself. 
 
——— 更高的目标带来更多热情
-Higher goals bring more passion 
 
（6）遇到挫折时告诉自己：每个成功人士都有过失败的经历，这是一件很正常的事情。
 (6) When you are discouraged, tell yourself that every successful person has been through failures, which is a normal thing. 
 
——— 失败乃成功之母
- Failure is the mother of success 
 
 
抱着积极的心态去面对和欣赏某一事物，你就会得到很多意想不到的收获和想法。各位销售顾问，请作自己心态的主人吧！
Face and appreciate certain things with a positive attitude, and you'll be rewarded with a lot of surprises and ideas. Dear purchase guides, please be the master of your own state of mind! 
 
6.2自信的销售最受客户青睐
6.2 Confident Sales Are Most Favored by Customers 
 
 
门店销售顾问只有对自己充满信心、对自己所在的公司以及产品充满信心，才会在销售工作中积极地争取、执着地奋斗、勇敢地面对，充满无尽的激情和动力。
Only Store PGs full of confidence with themselves and their company and products can actively strive for success, persistently struggle in difficulties, bravely face challenges, and be full of endless passion and motivation. 
1）
2） 自信是积极向上的产物，也是一种积极向上的力量。自己是销售人员所必须具备的，也是最不可缺少的一种气质。那么如何才能表现出你的自信呢？
3） Self-confidence is a product of enthusiasm and passion, and is a positive force. It is not only necessary but also indispensable to every purchase guide. So how can show your confidence? 
 
4）
5） 自信流露于你的外表。衣着得体、昂首挺胸、笑容可掬、礼貌周到，这些都会让你的客户对你产生好感。
6） Confidence is revealed in your appearance. With proper dressing, confident posture, gentle smile, polite courtesy, etc., your customer will take a liking for you. 
 
7）
8） 面对拒绝，更要坚定自信。很多时候，但销售热情地对面我们的客户，却遭到客户的冷言冷语。这是，你一定要沉住气。因为你的客户一旦发现你信心不足，也不会对你的商品有好感了。
9） Be more assertive in the face of rejection. On many occasions, purchase guides are enthusiastically helping the customers, but are treated with sarcasm. At this moment, you have to be calm and confident. Because your customer will not be interested in your products if he/she finds that you are not confident enough. 
 
10）
11） 把握好自信的尺度。过分谦逊，显得有些懦弱。过分强势，又显得有些高傲。一定要拿捏好自信的度。
12） Be confident to a proper degree. Excessive modesty will make you look a bit cowardly. Obvious aggressiveness will show your arrogance. So you have to show a proper degree of confidence. 
 
13）
14） 无论何时，遇到任何事情，都要保持积极必胜的信念。唯有这样，才能支持你走过漫长的销售生涯，直到最后取得成功。记住，你要成为公司的第一名！
15） Believe that you will succeed in anything in any case. Only with such a belief will you be persistent enough to move on in your sales career until final success. Remember, you have to become the best in the Company! 
 
6.3客户类型分析
6.3 Analysis of the Types of Customers 
 
一、
二、 顾客购买行为分析---知己知彼，百战百胜：
三、 Analysis of customers' purchasing behavior - Know your rival and you will beat him: 
 
 
注意观察
Observe 
 
一见并非马上钟情，但能引起顾客注意就是一个好的开始，不管是品牌、款型、演示效果、POP、价格、还是促销活动等，都能让顾客为你驻足停留，这无论是对顾客的购买还是我们的销售，都迈出了重要的一步。
Maybe the customer is not interest in the product at first sight, but it is a good start if the customer pays even a little attention. Freezing the customer's steps with a brand, a pattern, demonstration, POP, prices, or promotion event, etc., will be a great step forward not only for the customer's purchasing activities but also for our sales. 
 
产生兴趣
Become interested 
 
正如爱迪生的伟大发明，兴趣是动力的基础。顾客对某款床垫的款式、特点、价格、外形等信息产生了兴趣，那么进一步的了解和认识也就开始了。
Just for Edison's great invention, the power of interest is the foundation. Further understanding and contact has started if the customer becomes interested in the style, features, price, or appearance, etc., of the mattress. 
 
产生联想
Associate 
 
爱去肯德基、麦当劳，是因为那里总有让人联想到美味的鸡腿汉堡和鸡块。顾客对斯林百兰的某产品产生浓厚兴趣时，会通过该产品的功能产生一种“如果我买了这款产品，我们家将变的或我和我的爱人将如何如何。。。。。。”的利益联想；例如：对“斯林百兰”品牌有兴趣时，会联想到“如果我这张床垫/套床，新家就会锦上添花，宝宝不哭不闹，老公的心情一定不错！”
People love to go to KFC, McDonald's, etc., because such places are associated with delicious chicken burgers and chicken nuggets. When customers have keen interest in Slumberland's products, the features of this product will be associated with their families and think, "If I buy this product, my family will..." For example, if the customer is interested in the "Slumberland" brand, she will imagine, "If I buy this mattress/bed set, my home will be more beautiful, my kids will be more happy at home, and my husband will be more happy!" 
 
触摸欲望
Desire to touch 
 
鸡腿汉堡的美味，光靠想象不能解决问题。联想之后，顾客会由于喜欢而产生占有的欲望。所以邀请试睡及试睡时间的长短将是关键
The desire for delicious chicken burger cannot be satisfied only with imagination. The association will stir the customer's desire to possess. So the request for trying and the length of time of trying will be the key. 
 
比较权衡
Compare and weigh 
 
鸡腿汉堡虽然美味，可为什么非要去肯德基、麦当劳吃呢？有了欲望，顾客会通过再次观察、了解或回忆，对同类产品进行综合性比较和权衡，这才是顾客决定购买与否的关键性阶段！
Although chicken burger is delicious, there must be reasons to enjoy it at KFC or McDonald's. With the desire, the customer will pass again observe, understand or recall of a comprehensive comparison of similar products and trade-offs, this is the customer's decision to buy or not crucial stage! 
 
产生信心
Become confident 
 
彼此有好感或许只能成就一场恋爱，相互有信心才会有幸福的婚姻。在比较权衡后，顾客往往要征询自己的“参谋人员”或销售人员的意见，尤其是质量保证和售后服务保证，在得到满意的答复或自己认真比较筛选后，才会真正做出决定购买与否。
Attraction is the basis for love, and trust is indispensible for a happy marriage. After comparing and weighing, customers tend to seek opinions of their "consultants" or purchase guides. Especially when involved with quality assurance and after-sales services, customers will decide to buy only after they have been provided with the satisfactory answers and careful comparisons. 
 
决定行动
Decided to act 
 
一切先决条件都已成熟，在信心的指导下，顾客完成了最后的选择，购买最终实现。
Customers will make the final decisions to buy when all their expectations are satisfied and are assured. 
 
满意而归
Return with satisfaction 
 
终于购买到自己喜欢的物品，其间还自始至终享受到的完美服务，顾客自然感到满意，于是就有了再次购买或介绍购买的可能性。
Having finally bought their after enjoying perfect services throughout the whole process of purchase, the customers will be satisfied naturally, and there will be possibility of buying or introduction again. 
 
以上的方法你学会了吗？光有这些还不够，还需要——良好心态，必备素质：
Have you mastered the above methods? But the above is not enough, and you need to do anything with a good attitude, which is an essential quality. 
 
方法固然重要，态度却是根本，快乐是工作的原动力，快乐会让你更努力，成功销售从磨炼心智开始。
Methods are important, but attitude is the foundation and happiness is the impetus for work. With happiness, you will work even harder, and your successful sales must start from cultivating happiness. 
 
《讨论》
"Discussion" 
 
Q1“对付”顾客带来的“参谋”，你有把握吗？
Q1: Are you sure you can handle the "consultant" accompanying the customer? 
 
好不容易说服了顾客，有时又会遇到顾客带来的“参谋人员”恶性干扰，如发表出“斯林百兰不好，××的牌子更好”等意见，这可不得了，不但顾客的信心会因此动摇，甚至可能使顾客当场离你而去。此时你可要沉住气，不能对“参谋人员”发火，也不要消极对待，正确的方法是：
After you have finally convinced the customer, you may have to face the "consultant" who is saying something which may be adverse to the conclusion of the deal. For example, "Slumberland is not as good as...". Such comments might have the customer change his/her mind, and even directly walk away from you. In this case, you have to have yourself well controlled. Do not be angry with the "consultant" or treat him/her with a negative attitude. The following are some suggestions for handling such cases. 
 
 
应变方法：
Approach to handle such cases: 
对参谋人员说：我知道你是出于好意来帮助他（指顾客），但是说斯林百兰不如××牌子的好，是不是有恰当的理由呢？如果因为不了解而导致帮倒忙，就不合适了。然后针对对方的说法，用适当的方式进行说服。
Tell the "consultant", "I know that you are out of kindness. But do you have the appropriate reasons if you say 'Slumberland is not as good as...' If your help is based on lack of proper knowledge, it will be inappropriate." Then try to persuade the "consultant" in ways appropriate for his/her argument. 
 
对顾客说：我知道他（参谋人员）是想帮你选更合适的产品，但如果因为误解或对情况不够了解而提出错误的建议，反而不好。然后继续引导顾客了解斯林百兰的产品情况。
Then tell the customer, "I know that he/she is trying to help you choose a more suitable product. But the advice will not be favorable if it is due to misunderstanding or lack of knowledge of our products. And then introduce Slumberland products to the customer and the "consultant". 
 
对参谋人员说：你认为斯林百兰的床垫不好，一定有你的原因，请你将原因告诉我，以便我向公司反应，然后听取他的意见，采取相应的说服方法来化解干扰。
As to the "consultant", ask him/her the reasons for saying that Slumberland is not as good so as to report to the Company, and seek his/her opinions and try to resolve his/her interference with the deal in appropriate ways. 
 
 
6.4黄金12法
6.4 Twelve gold ways 
 
黄金12法---带你踏上成功之路
执着进取 我们是最棒的，我们手里的产品是最出色的，我们将是顾客最佳的选择，每一天我们都会更努力；
心态积极 今天我们可能卖得并不好，但这并不意味着明天我们就没有双倍的顾客，无论怎么样，我们都要坚持，因为成功就在于每一份的坚持；
目标明确 要先想清楚，我们做销售到底是为什么，只有方向正确，你才能走的更远；
亲切友善 时刻保持笑容去面对每个人，是成功销售的第一步，把顾客想象成你的家人；
自信心 不要怀疑自己，你一定能行，对自己有信心，才能走向成功；
善待挫折 每个人难免会有失败的时候，但只要你不倒下，就没有人可以击倒你；
善于学习 不断总结别人和自己的经验才能不断前进；
思考周密 三思而后行，让思想走在行动前面，思考的越周密，犯错误也就越少；
创造性 不妨换个角度去看问题，新的方法往往会带来新的东西，很多时候机会是自己创造的；
判断力 在做任何一件事之前，都要有个清淅的判断，眼光看得准，才会走得远；
控制情绪 小心控制自己的情绪，对人、对己都有好处；
诚信待客 以诚待客，才能赢得客户心；
真诚待客2原则----尊重顾客，就是尊重自己
顾客第一 在任何时候，都把自己当成顾客，设身处地为顾客着想；
顾客是对的 顾客是会犯错的，但那不是粗暴对待的理由，不让顾客受委曲是我们的职责；
 
Twelve gold ways - The ways to your success 
Perseverance We are the best, our products are the best, and we will be the best choices for customers. So we will exert more efforts every day; 
Positive attitude Maybe we do not sell well today, but this does not mean that we won't have more customers tomorrow. No matter how, we must adhere to our targets, because success lies in adhering. 
Specific goals First make it clear what we are working for as purchase guides, as we can achieve more only in the right direction. 
Amicability Always keep a smile in front of every customer just as they are our families, which is the first step in successful sales. 
Self-confidence Do not doubt yourself, and believe that you can always do it. Only with confidence can you achieve your success. 
Standing up to setbacks Failure is inevitable to everyone, but no one can beat you as long as you face setbacks bravely. 
Constant learning We can continue moving forward only when we can constantly sum up experience of others and our own abilities; 
Careful thinking Think everything twice, and never act before thinking carefully. The more carefully you think, the fewer mistakes you will make. 
Creativity Look at the problems from different aspects and in new methods, and you will find yourself more opportunities. 
Judgment Clear judgment must precede every act, as only exact vision will lead you further. 
Control of emotions Careful control of our emotions is good for both ourselves and others. 
Sincerity Only with sincere hospitality can we win customers. 
Two principles of sincerity to customers - Respect for customers is respect for yourself 
Customers first Think of yourself as the customer at any time and put yourself in the place of the customer; 
Customers are right The customers will make mistakes, but that is not justification for you rudeness. We must try not to blame the customers for anything. 
 
 
6.5要学会控制好自己的情绪
6.5 Learn to control your emotions 
 
 
经常听到很多销售人员抱怨：自己挣得不多，做得却不少，还要两头受气。在公司被经理骂，到客户那还要忍气吞声，这种活真是干不下去了。
Many purchase guides often complain that they are not earning much but have to suffer a lot from both the management and customers, scolding by the managers by the managers and tolerance of various customers, which make it hard to survive for them. 
 
但是想要成为为一名成功的销售人员，就必须练就“好脾气”。如果一个销售人员身上有坏脾气，往往会葬送自己的前程和事业，因为你的客户是绝对不会一味忍让和服从你的。相反，好脾气的销售人员却能创造出好的业绩。
But if you want to become successful as a purchase guide, you must train a "good temper." A bad temper often ruins your future and career as a purchase guide because your customers will never blindly show patience and obedience to you. On the contrary, good-natured purchase guides are able to achieve good performances. 
 
 
以下是你需要控制和客服的几种情绪：
The following are some emotions you need to control and overcome: 
 
（1）恐惧。对面失败的经历或尴尬的局面都会让人恐惧，特别是销售新人。造成恐惧的原因往往是因为销售人员缺乏经验或信心，要克服这一弱点，必须加强心理素质，累积销售技巧。
 (1) Fear Everyone will show fear after experience of failure or embarrassment, especially newcomers. For purchase guides, fear is often caused by lack of sales experience or confidence, and must be overcome by higher level of confidence and improving our sales skills. 
 
（2）愤怒。做销售工作，被拒绝是家常便饭，有时还要遭受客户的侮辱。这个时候，你一定要保持冷静。一旦由于你的发怒伤害到对方的尊严，那么你将失去你的客户。
 (2) Anger As purchase guides, we are often rejected and even insulted by customers. You must remain calm on such occasions, as you will lose customers once your anger damages their dignity. 
 
（3）猜疑。猜疑往往会失去客户，作为销售人员，一定要保持好与客户的良好沟通，不要造成不必要的误会。
 (3) Suspicion. Your suspicion will keep customers away. So as purchase guides, we must keep in good contact and communications with customers and try not to cause unnecessary misunderstanding. 
 
（4）焦虑。一名销售人员一旦有了焦虑的情绪，那么他在客户面前的表现一定是不自信的。如果客户看到了不自信的你，那么也一定无法认可你的产品。
 (4) Anxiety. Once a purchase guide has anxiety, he/she will show lack of confidence in front of customers. And your lack of confidence will result in the customers' rejection of your customers. 
 
生活中，每个人都有七情六欲，更何况终端的销售人员。想要练就好脾气，必须加强个人修养，开阔胸怀，不为区区小事斤斤计较。加油！好脾气的你，一定会有好的收获。
Everyone has different emotions in life, not to mention purchase guides of terminals. In order to train your good temper, you must improve your personal accomplishment and generosity, and ignore the trivial things. Try your best, and you will achieve a lot with your good temper. 
 
实战篇
Daily Jobs 
 
7.0损耗管理
7.0 Loss Management 
 
精明商家都明白一个道理，卖出100元的商品，未必有10元的利润，但被偷100元的商品，损失的是百分之百的利润，因此防损理念自然被商家接受认同。更是我们销售顾问日常要关心的话题。在美国无论是几十平米的杂货店或是仓储式超市都安装EAS系统，因为他们已认识到安装EAS，不仅是一种防范手段，更是一种全新的经营理念。
Savvy businesses understand the fact that the sales of 100 Yuan of goods may not necessarily result in profit of 10 Yuan, while 100 Yuan of goods stolen is loss of one hundred percent of profit. Therefore, loss prevention philosophy is naturally accepted by businesses. It is also a topic of our daily concern of us purchase guides. In the United States, both grocery stores of dozens of square meters and warehouse-style supermarkets are equipped with EAS systems, because they have realized that EAS is not only a means of prevention but also a brand-new management concept. 
 
 
由于目前的卖场的同质竞争激烈且价位更低，故损耗的高低直接影响利润，往往每个单位商品的损耗需要几个甚至更多单位商品的销售才能弥补，损耗通常是由于：
Due to fierce homogeneous competition between current stores and lower prices, the level of loss will directly affect profits, and the loss per product will be covered by sales of several or even dozens of products. Loss is usually due to: 
1）
2） 收货环节的错误
3） Errors in the delivery link 
4）
5） 货物条码贴错
6） Wrong attachment of product barcodes 
7）
8） 不合乎程序的变价
9） Price alteration in violation of the procedure 
10）
11） 商品变质、破损等管理因素
12） Management factors such as deterioration, damage, etc. 
13）
14） 作业不当
15） Improper operation 
16）
17） 偷盗
18） Stealing 
 
产品到达终端后，销售顾问需认真验收产品质量，并及时向销售主管反馈产品的质量信息，有特别损耗须及时告知客户或销售；
After the products reach the terminals, the purchase guide shall carefully inspect the quality of the products, and deliver a report of product quality information to sales manager in a timely manner, and inform the customers or the sales department of the special loss, if any, in a timely manner. 
 
 
销售顾问与送货员按送货单对照清点、核对，以确保实物与单据相符；如有误差需第一时间及时向上级主管报告；
The purchase guide and the deliver should check and count the products according to the delivery receipt to ensure that the products received are consistent with the receipt, and report to the superior in a timely manner if there is any error. 
 
销售顾问收验货签字确认后，根据货品的特点，负责对货品按要求进行合理存储；
After confirmation of the delivery by signing on the receipt, the purchase guide shall store the products in a reasonable manner according to the storage requirements. 
 
销售顾问应对货品的安全负责，防止货品被盗或丢失；
The purchase guide shall be responsible for the safety of the products, and prevent theft or loss of the products. 
 
销售顾问应对每日备货量负责，防止因要货计划不合理造成货品损耗过大；
The purchase guide shall be responsible for daily amount of stock, and shall try to avoid excessive loss of the products caused by unreasonable product requests. 
 
7.1盘点流程
7.1 Inventory Process 
 
 
一、盘点目的：
I. Purpose of inventory: 
 
    控制存货，指导正常经营业务；掌握损益，以便真实的反映存货情况，控制存货成本，保证存货安全完整，亡羊补牢并早采取防漏措施。
    Inventory has to be made to control the inventory, guide the normal business operations, be informed of the profit and loss, so as to reflect the real conditions of the inventory and control the inventory costs to ensure the safety and integrity of the inventory and provide basis for remedial and preventive measures in a timely manner. 
 
二、盘点准备
II. Preparations for inventory 
1.
2. 确定盘点日期（通常在月末提前三天以上进行）及盘存时段（通常在营业结束后，或分时段分区实施）。
3. Specify the inventory date (usually more than three days in advance at the end of the month) and the inventory period (usually after the close of business, or in different stages); 
4.
5. 组织、确定盘点人员，做到分区到人、责任到人（合理搭配，通常两人为一组）。
6. Organize and specify the inventory personnel, ensure that specific persons are responsible for specific areas and tasks (based on reasonable collocation, usually in groups of two); 
7.
8. 明确盘存顺序和总负责，制定盘存纪律。
9. Specify the inventory order and the manager, and develop inventory discipline; 
10.
11. 准备盘存表、复写纸、硬夹板、计算器、笔等盘存必备文具工具。
12. Prepare inventory sheets, carbon papers, rigid splints, calculators, pens and other stationery and tools necessary for inventory; 
13.
14. 检查在途单据及电脑系统运行情况；检查当日帐务是否结算、库存是否更新、调拨有无出入库确认。
15. Check transit documents and operation of the computer system, check whether the account of the current day has been settled, whether the inventory has been updated, and whether there is any difference between the allocation and the warehousing; 
16.
17. 按产品内容进行划分，分配小组（小组成员一般为两名，记帐人和报盘人），并确定责任监督人(负责监督管控)。
18. Divide the personnel into different groups (usually groups of two, a bookkeeper and an offerer) based on the variety of the products, and specify a supervisor (to be responsible for supervision and control). 
 
三、盘存实施
III. Implementation of inventory 
1.
2. 盘存开始实施，记账人与报盘人要做好协调和沟通，避免出现报记脱节、报错、记错、漏记等误盘现象。
3. Start to make inventory. The bookkeeper and the offerer must be responsible for coordination and communication to avoid errors, such as unmatching reports and records, errors in reports and records, omissions in records, etc. 
4.
5. 记账人要负责盘后的归类和整理，并注明单位盘后区域标记，避免重盘、漏盘，盘后再进行复点，核对数量是否准确。
6. The bookkeeper shall be responsible for classification and sorting after inventory and specifying area-based marking of units after inventory so as to avoid repetition and omission in inventory, and shall be responsible for checking of the inventory to ensure the accuracy. 
7.
8. 记帐人把货品的品名、型号、单价、数量分别填入盘点表，确定展示柜中的货品是否和记录相符。
9. The bookkeeper shall fill up the inventory sheet based on name, model, price, number, etc., of the products, to determine whether the goods in display cabinets and records match. 
10.
11. 作好盘点当日的店面现场指挥，使盘点有条不紊的顺利实施。
12. The inventory work on site must be well organized to ensure that the inventory will be completed in good order. 
13.
14. 店长负责盘存过程的检查、监控，确保盘存作业准确性。
15. The store manager shall be responsible for checking and monitoring the inventory process to ensure the accuracy of inventory operations. 
16.
17. 输单员(收银员)负责整理汇总盘存表，并负责电脑录入，单据分类保存。发现计算错误和盘点误差要追究责任或责令重盘所属区域。
18. The sheet registrar (cashier) shall be responsible for collating the inventory sheets and shall be responsible for computer entry, classification and preservation of the documents, and shall call to account the errors in calculation and inventory or have the inventory re-done. 
19.
20. 店长检查盘存表的记录情况，抽查复核、盘存的统计数据。如有较大误差再次区域复核。
21. The store manager shall check the records of the inventory sheets, and conduct spot check and recheck of the statistical data, and recheck the area again in case of major errors. 
 
  8.   盘点参与人员及责任监督人应在盘点表上签字，对盘点结果负责。
  8. The staff and the supervisor of inventory shall sign the inventory sheets and be responsible for the results. 
 
四、盘点注意事项
IV. Inventory considerations 
1、
2、 盘点及输单过程要认真仔细，不能思想分心。
3、 The staff shall conduct the inventory and entry very carefully without being distracted. 
4、
5、 店长需提前做好员工动员，详细说明工作步骤和具体安排。
6、 The manager shall mobilize the staff in advance and specify the specific steps and arrangements in detail. 
7、
8、 需要将残次品及污损品区分开，单独进行记录。
9、 The defective and defaced products shall be arranged and recorded separately. 
10、
11、 库存场所的整理、整顿要在盘点之前进行。
12、 And the sorting and arrangement of the inventory site shall precede inventory. 
 
5、盘存期间禁止盘存区域的货品流动，避免库存误差。
5. Flow of products in the inventory area is strictly prohibited during the inventory work to avoid errors in inventory. 
 
五、其它盘点
V. Other inventory. 
1.
2. 工具盘点：对活动中派发的购物袋以及其他市场活动包装物进行盘点，以便控制成本。
3. Inventory of tools: Inventory of the shopping bags and other packaging materials distributed in other marketing events shall be made, to control the costs. 
4.
5. 赠品盘点：对于促销活动，每次应在活动结束后对促销品、赠品进行盘点登记以防流失。并尽快跟总库核对盘存
6. Inventory of gifts: Inventory and registration of the promotional items and gifts shall be done after each promotional event, to prevent any loss, and the pool and the inventory shall be checked ASAP. 
7.
8. 现金盘点：店铺每天所收取的现金必须每天盘点一次，并尽快在交回总部 ；店长或总部会计每周至少抽查一次。
9. Inventory of cash: The cash registered at the store shall be checked each day and delivered to the headquarters ASAP. The store manager and the accountant of the headquarters shall check the banknotes by sampling at least once a week. 
10.
11. 设备盘点：对门店设备应建立财产卡来进行管理，并每季度或每月盘点一次，以了解设备的使用情况及现状。
12. Inventory of the equipment: Property cards shall be prepared to manage the equipment of the store, inventory of which shall be made each season and each month, in order to understand the usage and conditions of the equipment. 
                   
 
 
附件：PG销售顾问需要填写的工作报表：
Attachments: PGs shall fill up the following reports: 
 
报表1：《直销商店销售清单》
Statement 1: Sales List of Direct Retail Store 
 
报表2 -《订货单》
Statement 2: Order 
 
 
报表3：《商店每月店内库存盘点表》
Statement 3: Store Monthly Inventory Sheet 
 
7.2消防灭火器材使用
7.2 Use of Fire Extinguishing Equipment 
 
一、火灾处理
I. Fire Control 
 
1、火灾预防注意事项
1. Fire prevention precautions 
1）
2） 灭火器每月检查是否过期，如指针指在黄色区域，灭火器压力过剩，请马上申请更换
3） Fire extinguishers shall be checked on a monthly basis to see whether they are beyond service period, and shall be subject to application for replacement if the pointer is pointed at the yellow area, which indicates excessive pressure. 
4）
5） 把灭火器放在易拿易取的位置，前面不要有物品挡住，其中商场或卖场主通道一般都会有两个
6） The extinguishers shall be placed at easily accessible places without any obstacles in front. And each main corridor in the Mall or the store shall be equipped with two extinguishers. 
7）
8） 任何人员不得在店铺卖场及后场吸烟，严禁携带易燃物品进入店铺（如火柴等）
9） Smoking in the store or the warehouse is strictly prohibited, and no inflammable (such as a match, etc.) shall be allowed to be carried into the store. 
 
2、发生火灾
2. In case of fire 
1）
2） 以人员安全为首要，火势太大应往外逃生
3） Customers shall be kept safe, which shall be the priority, and shall be evacuated immediately, in case of a big fire; 
4）
5） 拨119报警、立即向店长报告
6） The staff shall dial 119 and immediately report to the manager; and 
7）
8） 使用灭火器灭火，并协助顾客一一离开
9） The staff shall use fire extinguishers to control the fire and provide assistance in evacuating customers. 
 
3、逃生方法
3. How to escape 
 
1）毛巾捂鼻逃生法
1) Cover the nose and mouth with a towel 
 
一旦发生火灾，一定要保持冷静，不要慌张。逃生时，将一张湿毛巾连续对折三次，就成了八层，用它捂住口鼻，尽量放低身子匍匐前进，就能有效防止烟雾中毒窒息而亡。据科学测试，一张对折了八层的湿毛巾，它不仅能过滤60%左右的有毒气体，还能把吸入肺部的气体给提前降温，有效避免高温气体对呼吸系统的伤害
Keep calm and do not panic in the event of fire. Fold a wet towel three times into eight layers, cover it over the mouth and nose, and crawl out with the body as low as possible, so as to effectively prevent smoke poisoning and suffocation to death. According to scientific testing, a wet towel folded into eight layers can not only filter about 60% of the toxic gases, but also cool the gases into the lungs, effectively avoiding harm to the respiratory system by the high-temperature gas. 
 
 
2）火灾防烟面罩逃生法
2) Use a smoke mask 
 
先打开包装盒并取出呼吸头罩，接着拔掉滤毒罐前孔和后孔的两个红色橡胶塞，然后将头罩戴进头部，向下拉至颈部，滤毒罐应置于鼻子的前面，最后感觉一下舒适程度，再拉紧头带，以妥当地包住头部。戴上面罩后平静地呼吸，并选择最安全通往紧急出口的路线进行逃生。若逃不出去，就等待救援，站在安全的窗前，使自己易于被人发现。一个正常、合格的火灾防烟面罩，一般可以持续使用40多分钟，具体情况可参照使用说明，因地置宜。
First open the package and remove the breathing hood, unplug the two red rubber plugs of the front and back holes of the canister, wear the hood, and pull it to cover the neck. The canister should be placed in front of the nose to achieve comfort, and then tighten the headband to properly wrap the head. After wearing the mask, breathe calmly and choose the safest route to an emergency exit and escape. If you fail to escape, stand at a window visibly seen to keep yourself safe and wait for rescue. A normal and qualified smoke mask generally can last for more than 40 minutes. Refer to the instructions for its use, as appropriate in your area. 
 
7.3识别假钞的4个绝招
7.3 Four methods to identify counterfeit banknote 
 
识别假币的方法就是一看、二摸、三听、四测。票面的整体颜色来看，当假币和真钞放在一起时，可以发现假币的颜色相对要白一点。第二，从票面的水印来看，真钞水印背景为白色，而假币水印背景则是相对较黑。　第三，将真钞和假币放在一起仔细比对，可见真钞毛主席头像的左眉毛与眼睛清晰地分开，而假币的左眉毛与眼睛则要更加接近一点。
Counterfeit banknotes can be identified by viewing, touching, listening and testing. First, view the overall color of banknotes. When comparing the counterfeit and the real banknotes, you will see that the counterfeit is whiter than the real. Second, view the watermark. The watermark background of real banknotes is white, while that of the counterfeit is relatively dark.　Third, carefully compare the real and the counterfeit cashes, and you will see that the eyebrow and the eye of the left side are clearly separated, while those of the counterfeit are a bit closer. 
 
 
看：仔细观察票面的颜色、图案、花纹、水印等外观情况，真币清晰流畅，立体感很强。
View: Carefully observe the color, image, pattern, watermark, etc., and you can see that those on the real banknotes are clear, smooth and three-dimensional. 
 
摸：用手指触摸钞票来分辨人民币真伪。真币票面上行名、盲文、国徽等图案凹凸感很明显。
Touch: Touch the banknotes with your fingers to distinguish. The uplink title, Braille, emblem and other patterns are clearly concave and convex. 
 
听：通过抖动使钞票发出声响，根据声音来判别人民币的真伪。真币的声音清脆响亮。
Listen: Shake the banknotes to distinguish by its sounds. Real banknotes will produce sonorous sounds. 
 
测：借助简单工具和专用仪器进行钞票真伪的识别。
Test: Use simple tools and special instruments to identify the authenticity of banknotes. 
 
肉眼如何鉴别假钞
How to identify counterfeit banknotes with naked eyes 
 
其中1、3、6，肉眼鉴别非常方便；2、4、5，最好和一张真钱对照着看。
It is easier to identify in methods 1, 3, and 6, while it is better to compare with a real banknote if methods 2, 4 and 5 are adopted. 
 
　　1.这里有隐形的“100”字样，需要把票面放得和眼睛接近平行，对着光源才能看到。而假币是直接印上去的，任何角度都能看到“100”。
　　1. At this location, there is an invisible figure "100", which can be seen only when the note is placed parallel to the eyes in front of light. While the figure of a fake not is printed directly and can be seen from any angle. 
 
　　2.这几处图案和文字，用手摸，凸凹感会非常明显。假币没有凸凹感。
　　2. The convexes and concaves of the patterns and texts at these locations can be touched clearly. But you cannot feel any convex or concave when touching a fake note. 
 
　　3.金属线。真钱是完整的一条，假币中间一般有明显断续。
　　3. Metal thread. The metal thread of a real banknote is a complete one, while there is obvious interruption in that of a counterfeit note. 
 
　　4.对着光亮看，真币两面的图形会合在一起，成为一个非常完整的中国古铜钱“孔方”形状。而假币全都不能合成圆形，非常明显。
　　4. When placed against light, the patterns on both sides of a real banknote will combine with each other into a very complete "square hole" shape as in ancient Chinese coins. While the patterns of a counterfeit not cannot combine into a hole. 
 
　　5.这里也有个“100”的隐形字样。假币也有，但和真币对照看，差别很明显。
　　5. There is also an invisible "100" at this location. Although there is also one at the same location of counterfeit not, it is clearly different. 
 
　　6.把真钱上下晃动，这个“100”的字样会变颜色，一会变蓝一会变绿。假钱完全不变。
　　6. Slosh a real banknote up and down and the invisible "100" will change in color, blue now and green then. But the color will not change if you slosh a fake note. 
 
 
《讨论》
"Discussion" 
 
Q1：收到假币你会怎么做？
Q1: What would you do if you receive a counterfeit banknote? 
 
A1：收到假币拿出去花，被人认出来，脾气不好的立马修理你，大嚷大叫……
A1: I won't use it. If it is identified, I will get myself beaten by an someone in anger or be embarrassed if he shouts in public... 
 
不拿出去花又觉得憋屈…是否现在手头上还有张50或100的…一直静静的躺在家里… 若各位销售顾问在门店收到假钱可以拨打110
 I will feel wronged if it is in my hand... Do you have a fake 50 or 100-Yuan banknote at home... Any purchase guide who has received a fake banknote should call 110. 
 
通过一次的血的教训，希望能学会辨别假钱，兴许聪明的你，也会慧眼识假币……
I hope you can learn a lesson from your loss, and learn how to identify fake notes. Maybe you are already smart enough to know how to identify them. 
 
7.4  工伤处理
7.4  How to handle work injury 
 
1. 24小时原则：必须在24小时内拨打或者发短信到工伤报备电话
1. 24-hour principle: You must call or send a text message to the work injury report phone within 24 hours. 
 
2. 如果是发生的是交通事故：区分是否为上、下班途中 
2. In case of a traffic accident, identify whether it is happened on the way on or off duty. 
 
3. 注意交通部门出示《责任认定书》 
3. Request the traffic department to present the "Note of Traffic Responsibility Identification" 
 
 
7.41工伤申报
7.41 Work injury report 
 
   工伤所需基本资料（具体个案因工伤类别和当地社保要求不同而有所差异，请以斯林百兰人事专员的书面要求为准） 
   Documents required for report of work injury. (Different documents may be required for specific cases of different categories by local social security departments, please refer to the written requirements of the Slumberland personnel manager) 
 
1. 填写《工伤认定申请表》；
1. Fill out the "Work Injury Application Form"; 
 
2. 劳动合同或事实劳动关系的有效证明；
2. Valid proof of the existence of the Employment Contract or the employment relations; 
 
3. 首次病历（疾病诊断证明），或职业病诊断证明书；
3. First medical records (diagnosis proof), or occupational disease diagnosis certificate; 
 
4. 伤者身份证复印件；
4. A copy of the ID card of the injured employee; 
 
5. 单位申请的或个人有授权委托他人办理的，请附上授权委托书，办理时受委托人应出示身份证原件，并提交身份证复印件；
5. In case of application by a person authorized by an organization or an individual, please attach a Power of Attorney. And the authorized person shall also present the original, and submit a copy, of his ID card; 
 
 
7.42工伤鉴定
7.42 Identification of work injury 
1.
2. 填写《上海市工伤保险待遇审核表》；
3. Fill in the "Shanghai Work Injury Insurance Benefits Audit Table"; 
4.
5. 工伤确认表（书）原件；
6. Original of the Work Injury Confirmation Sheet (Note); 
7.
8. 劳动能力鉴定书（属轻伤职工在医疗终结后自愿放弃劳动能力鉴定的，提供《上海市工伤职工医疗终结临床体检与诊断表》）原件；
9. Original of the Labor Ability Appraisal (and original of the Shanghai Clinical Examination and Diagnosis Table of Employee of Work Injury in case of minor injury and the injured employee waiver the right of labor ability identification); 
10.
11. 身份证复印件；
12. A copy of ID card; 
13.
14. 医疗机构提供的医疗费发票和住院费用总清单原件；
15. Originals of the medical expense invoices and hospitalization statement provided by medical institution; 
16.
17. 病历、出院小结复印件，或死亡证明和户籍注销证明复印件；
18. Copies of the medical records, dehospitalization statement, or death certificate and household registration or cancellation certificate, if applicable; 
19.
20. 职工社会保障卡；首次参加工伤保险的职工（3个月内）发生工伤，还应出具地税部门已受理的登记申报单；
21. Employee social security card; Employee work injury registration and declaration notes issued by the local tax authority, in case of work injury of an employee who has been covered by social insurance lately (for less than three months); 
22.
23. 属建筑企业参保职工的，应提供职工《职业技术资格等级证书》复印件；
24. Copy of occupation qualification certificate of the employee, if the employee is covered by social insurance applied for by a building enterprise; 
25.
26. 申请定期待遇（一至四级伤残职工及工亡职工的供养亲属），提供有“银联”标志的银行卡复印件。
27. Copy of the bank card with the "UnionPay" logo, in case of application for regular treatment (for family members to be supported by an employee who has died from work injury or is suffering from work injury at Level I to Level IV). 
 
7.5斯林百兰售后政策
7.5 Slumberland after-sales policy 
 
《上海市家具行业产品“三包”细则》摘要
Summary of "Shanghai Regulation of Three Guarantees for Furniture Products" 
 
 
家具产品“三包”期限为一年。发生活性虫蛀的为二年，如有企业承诺的按承诺办理，有家具标准规定的按标准规定办理。处理家具商品只享受包修服务。“三包”自开具发票等有效凭证之日起计算。扣除返修、换货占用的时间。
The term of "three guarantees" of furniture products shall be a period of one year, shall be two years in case of active infestation, and shall be subject to the commitment by the manufacturer, if any, and the standards provided by the furniture industry authority, if any. Unqualified products sold at lower prices shall be covered by guarantee for repair only. Term of "three guarantees" shall be from the date of the valid invoice. The duration of repair and/or replacement shall be excluded. 
 
售出的合格品家具产品“三包”规定如下：
Qualified furniture products which have been sold shall be covered by the following guarantees: 
 
（一）、包修：凡属于质量问题，均属保修范围。
 (1) Repair: Any and all the quality problems shall be covered by repair guarantee; 
 
（二）、包换：同一缺陷经两次修理未能达到质量标准的包换。更换后的产品保修期从更换之日起重新计算。
 (2) Replacement: Any product the same defect of which is unqualified after repair twice shall be replaced. The warranty period of the product shall be from the date of replacement. 
 
（三）、包退：在包修期限内，同一缺陷经两次修理、调换后仍无法达到质量标准的；在约定期限内不能调换的；经检验为不合格的。
 (3) Return: Any replaced product which is unqualified after repair twice in the repair period, and any unqualified product which cannot be replaced during the agreed period, and any product which is tested as unqualified, shall be returned. 
 
收到消费者书面投诉后，七天内给予答复，在答复后的三十天内或按约定期限内给予解决。
A reply shall be provided within seven days upon receipt of a customer complaint, and shall be settled within thirty days of such reply or a period agreed otherwise. 
 
在“三包”有效期内，属下列情况者，生产者经营者可以收取折旧费。
In the "three guarantees" period, the producer may charge appropriate depreciation cost if: 
 
（一）、对于符合包换条件的；无论有无同规格型号产品，消费者不愿意调换其它产品二要求退货的，应当予以退货。已使用过的家具可以收取折旧费，折旧费按最高不超过成交额的0.1%/日收取。折旧费计算自开具发票等有效凭证之日起至退货之日止。扣除返修占用的时间。
 (1) the product is qualified for replacement, and the purchaser is not willing to replace for any other product and request of return, regardless of whether a product of the same specification is available. Appropriate depreciation cost may be charged for a furniture product which has been in service for certain period, provided that such depreciation cost shall not be more than 0.1%/day of price at which the product is purchased. The depreciation cost shall be charged from the date of the valid invoice and the date of return, excluding the duration of repair. 
 
（二）、因消费者的种种原因要求退货，企业也同意消费者的退货要求，收取折旧费金额有双方协商决定。
 (2) The depreciation cost shall be subject to negotiation by the purchaser and the seller in case the purchaser requests for return due to any reasonable cause and the seller agrees to return. 
 
 
上海斯林百兰软家具有限公司，非“三包”范围修理项目收费标准：
Charging standards of the non-"three guarantees" repair items of Slumberland Soft Furniture Shanghai Co., Ltd.: 
 
1、 维修保养（不涉及更换原材料）：原床垫价格*5%；
1. Maintenance (not involving replacement of raw materials): Purchase price of the mattress * 5%; 
 
2、 更换面料：原床垫价格*15%；
2. Replacement of the fabric: Purchase price of the mattress * 5%; 
 
3、 更换填充料：原床垫价格*18%；
3. Replacement of the filler: Purchase price of the mattress * 5%; 
 
4、 更换围边：原床垫价格*8%
4. Replacement of the border: Purchase price of the mattress * 5% 
 
8.0结尾
8.0 End 
 
现场模拟演习
Live simulation exercises 
 
在肯德基工作的员工都有服务箴言——DOUNTO OTHERS WHAT YOU WANT OTHERS TO DO UNTO YOU ！（你希望别人对待你的，你就去这样对待别人！）
Kentucky employees observe the following service motto - DOUNTO OTHERS WHAT YOU WANT OTHERS TO DO UNTO YOU! 
 
你的态度影响别人，它反过来又会影响你，所以你必须推动一个有利的方向，以得到积极正面的成果。 
Your attitude will influence not only others but also yourself. So you have to more in the correct direction to achieve the favorable and positive results. 
 
我们也借用这句服务箴言，因为商场如战场，你就是战场上永往直前的战士，真正的销售是真枪实弹的较量，一个优秀的战士一定是在枪林弹雨中成长的，在是刀光剑影中成熟
We can also borrow the service motto, because business world is like a battle field, and you are a brave soldier fight forward in a battle. An excellent purchase guide must be a person growing in a hail of bullets and becoming mature in the middle of swords and knives. 
 
 
在学习中前进，在实践中成长
Progress in Learning and Grow in Practice 
 
 
8.1你应具备的。。。。
8.1 You should... 
 
（1）正确理解销售工作：销售是一项非常专业且最具挑战性的工作，所有的成功者都需必备非凡的推销和行销能力。
 (1) Correctly understand your sales work: Sales is a very professional and most challenging work, and all those successful seller must have the necessary extraordinary marketing and marketing capabilities. 
 
 
（2）具有强烈的企图心：对于成功的愿望和企图心永远是一个成功的销售员所必须的条件。
 (2) Have a strong ambition: The desire for success and ambition will always be necessary for a successful purchase guide. 
 
 
（3）对产品的十足信心与知识：你对自己的产品或服务的信心会直接影响你的客户，决定了你在销售过程中能传递的热情和影响力。
 (3) Have full faith in and knowledge of the products: Your confidence in your products or services will directly affect your customers, and decide your enthusiasm and influence you can pass in the sales process. 
 
 
（4）注重个人的成长：成功是可以复制和模仿的，任何能力都是通过不断的学习和经验积累而成的。
 (4) Care for your personal growth: Success can be replicated and imitated, and any ability is obtained through continuous learning and accumulation. 
 
 
（5）归纳总结、举一反三：成功的销售人员会分析每一个成功和失败的案例，归纳总结，举一反三。
 (5) Summarize and learn by analogy: Successful purchase guides will analyze the cases of success and failure and learn lessons from them. 
 
 
（6）高度的热诚和服务心：成功的销售人员永远非常关心他们的客户需求，因为他们知道，客户转介绍的客户，永远都会是最好的客户。
 (6) Have a high degree of enthusiasm for services: Successful purchase guides are always very concerned about the needs of their customers, because they know that customers urged by recommendations of other customers will always be the best customers. 
 
 
（7） 非凡的亲和力：一个销售人员是不是能够很快地同客户建立起很好的友谊，与他们的业绩肯定有绝对的关系，这种能力便是亲和力。
 (7) Have extraordinary affinity: Affinity, together with the performance, is the key to quickly establishing friendship with customers. 
 
 
（8） 对结果自我负责：成功的销售人员对自己的业绩和结果100%地负责任，他们都认为是在为自己工作，他们是自己的老板
 (8) Be responsible for your own results: Successful purchase guides are always solely responsible for their own performances and results. They all believe that they work for their own and they are the bosses. 
 
 
（9） 明确的目标和计划：达成目标最简单的方法就是把你的目标细分成每一天
的行动，清楚地知道为了达成这些目标，你每天需要做什么？ 
 (9) Have clear goals and plans: The easiest way to achieve your goal is to divide it into actions for each day, so you will clearly know what you need to do every day in order to achieve these goals. 
 
 
 
（10）你还需要有：诚实 (Integrity）
 (10) Have the quality of: Integrity 
 
有冒险的意愿 (Willingness to take risks)
Willingness to take risks 
 
   有创新的能力 (Ability to innovate)               
   Ability to innovate              
 
  实现的能力 (Ability to getting done)
  Ability to getting done 
 
活力(Vitality)
Vitality 
 
 
让自己成为SLUMBERLAND所有系列产品中的极品！
Make yourself the best of all SLUMBERLAND products! 
 
没有什么比人们在使用产品后获得显著效果的真实见证故事更具说服力。
Nothing will be more convincing than witnessing the significant effects of the products after use. 

Unitrans世联翻译公司在您身边,离您近的翻译公司,心贴心的专业服务,专业的全球语言翻译与信息解决方案供应商,专业翻译机构品牌。无论在本地,国内还是海外,我们的专业、星级体贴服务，为您的事业加速！世联翻译公司在北京、上海、深圳等国际交往城市设有翻译基地，业务覆盖全国城市。每天有近百万字节的信息和贸易通过世联走向全球！积累了大量政商用户数据，翻译人才库数据，多语种语料库大数据。世联品牌和服务品质已得到政务防务和国际组织、跨国公司和大中型企业等近万用户的认可。 专业翻译公司,北京翻译公司,上海翻译公司,英文翻译,日文翻译,韩语翻译,翻译公司排行榜,翻译公司收费价格表,翻译公司收费标准,翻译公司北京,翻译公司上海。
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    华东建筑设计研究总院

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    世万保制动器（上海）有限公司

  • “我公司是一家荷兰驻华分公司，主要致力于行为学研究软件、仪器和集成系统的开发和销售工作，所需翻译的英文说明书专业性强，翻译难度较大，贵司总能提供优质的服务。”

    诺达思（北京）信息技术有限责任公司

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    上海大众

  • “在此之前，我们公司和其他翻译公司有过合作，但是翻译质量实在不敢恭维，所以当我认识刘颖洁以后，对她的专业性和贵公司翻译的质量非常满意，随即签署了长期合作合同。”

    银泰资源股份有限公司

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    南洋商业银行

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    国金证券股份有限公司

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    中辰汇通科技有限责任公司

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    新华联国际置地（马来西亚）有限公司

  • “我们需要的翻译人员，不论是笔译还是口译，都需要具有很强的专业性，贵公司的德文翻译稿件和现场的同声传译都得到了我公司和合作伙伴的充分肯定。”

    西马远东医疗投资管理有限公司

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    华润万东医疗装备股份有限公司

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    北京世博达科技发展有限公司

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    中国农科院

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    格莱姆公司

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    北京韬盛科技发展有限公司

  • “客服经理能一贯热情负责的完成每一次翻译工作的组织及沟通。为客户与译员之间搭起顺畅的沟通桥梁。能协助我方建立专业词库，并向译员准确传达落实，准确及高效的完成统一风格。”

    HEURTEY PETROCHEM法国赫锑石化

  • “贵公司与我社对翻译项目进行了几次详细的会谈，期间公司负责人和廖小姐还亲自来我社拜访，对待工作热情，专业度高，我们双方达成了很好的共识。对贵公司的服务给予好评！”

    东华大学出版社

  • “非常感谢世联翻译！我们对此次缅甸语访谈翻译项目非常满意，世联在充分了解我司项目的翻译意图情况下，即高效又保质地完成了译文。”

    上海奥美广告有限公司

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    北京中唐电工程咨询有限公司

  • “我们通过图书翻译项目与你们相识乃至建立友谊，你们报价合理、服务细致、翻译质量可靠。请允许我们借此机会向你们表示衷心的感谢！”

    山东教育出版社

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    TNC大自然保护协会

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    北京师范大学壹基金公益研究院

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    北京华国之窗咨询有限公司

  • “贵公司针对客户需要，挑选优秀的译员承接项目，翻译过程客户随时查看中途稿，并且与客户沟通术语方面的知识，能够更准确的了解到客户的需求，确保稿件高质量。”

    日工建机（北京）国际进出口有限公司

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