Recently, the China Toys and Baby Products Association officially issued and implemented the Code of Conduct for salespersons in retail places of Toys and Baby Products, aiming to regulate the behavior of salespersons in retail places of toys and baby products, improve the professional quality and service skills of salespersons, and enhance the service image of the industry.
For the first time, professional service requirements were put forward for salespeople
The "Code" is jointly drafted by 34 leading production and sales enterprises in the industry organized by the association. The contents mainly include: job responsibilities, job quality, appearance and appearance, words and deeds, sales of goods, return and exchange of goods, abnormal situation handling, implementation and supervision. In view of the sales characteristics of toys and baby products, it is emphasized that salespeople should understand the national laws, regulations and standards on the quality of toys and baby products, the basic market conditions and development trend, the physiological and psychological development characteristics of children of different ages, children's health care and intellectual development and other aspects of knowledge; Familiar with product performance, price, use method and safety precautions; Master the regulations of civilized language, service etiquette knowledge, selling point knowledge, customer communication and complaint handling procedures.
At the same time, the "Standard" has made professional service behavior requirements for salespersons in the process of commodity sales: customers with children should take the initiative to greet children, communicate with children in a soft and friendly voice, posture with half squat or squat is appropriate; If there are samples available for experience in retail places, and customers bring children with them, they should take the initiative to solicit customers' opinions and invite children to experience with samples. When children experience, they should ensure the safety of children; Take the initiative to introduce the national laws and regulations on the after-sales service that must be undertaken by the enterprise; Take the initiative to inform the product shelf life, warranty period, safety warning content, and other product use and maintenance precautions that should be informed or reminded.
Toys and baby products service industry is special
Liang Mei, executive vice president and secretary general of China Toys and Baby Products Association, said: toys and baby products are different from general goods, it has certain particularity: first, there are many categories, fast update, involving a wide range of professional knowledge, and constantly improve the content of science and technology; Second, the consumption object is children, high quality and safety requirements; Third, the product price is relatively low, consumer awareness of rights protection is relatively weak. If the professional quality of the salespersons is not enough, the following situations may occur: first, customers recommend products that are not consistent with the age of children or are not applicable, which cannot promote the healthy development of children; Secondly, the products with safety warnings are not given to customers, resulting in children not using the correct method, resulting in accidental injuries; Third, I am not familiar with the function and use method of the product and cannot provide professional guidance. Customers do not maximize the value of the product after purchase. With the continuous development of the industry, service innovation has attracted more and more attention than product innovation, and creating value through service has become the development goal of enterprises in the new stage. The association organized the drafting of "Norms", mainly to promote the standardization, standardization and specialization of toys and baby products salespersons' services, and comprehensively improve the service quality of the industry.
First, focus on improving the service level of retail places in first-tier cities
Liang said that the association is carrying out the "Brand self-discipline China Tour" with the theme of "Caring for children's growth, safety starts from me". As one of the highlights of the campaign,
First of all, the association held "Sales Training Courses for retail places of toys and baby products" in first-tier cities of Beijing, Shanghai and Guangzhou, focusing on the training of sales staff of department stores and chain stores. Through teaching laws and regulations, service etiquette, communication and sales skills, parenting knowledge, etc., to improve the service level of salespeople, to provide professional services for consumers.
For more information about the Code and to participate in the training Course for Salespersons in Retail Places of Toys and Baby Products, please contact China Toys and Baby Products Association at 010-66038881-202.
