Etiquette in trade. Professional etiquette of trade workers. Modern approaches to trade ethics

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Ethics is a philosophical science, the object of study, which is morality, and the central problem is good and evil; it is a system of norms of moral behavior of a person or a group of people. Ethics is a philosophical science, the object of study, which is morality, and the central problem is good and evil; it is a system of norms of moral behavior of a person or a group of people. Professional ethics is a set certain responsibilities and norms of behavior that maintain the moral prestige of professional groups in society.

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Professional ethics teaches to follow the standards of morality, accepted as the norm of people's behavior in a certain activity. The worker should be guided by these standards. Being equal to this standard, the trade worker should cultivate in himself the corresponding personal quality.

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Professional ethics in trading is practically the established morality of the trading profession. Tasks professional ethics in trade are determined by the dominant production relations of a given state, a given society. With their labor, trade workers participate in providing the citizens of our country with everything necessary for their material and spiritual well-being, thereby contributing to fruitful activity in all sectors of the national economy. Professional ethics in trading is practically the established morality of the trading profession. The tasks of professional ethics in trade are determined by the dominant production relations of a given state, a given society. With their labor, trade workers participate in providing the citizens of our country with everything necessary for their material and spiritual well-being, thereby contributing to fruitful activity in all sectors of the national economy.

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The basis of professional ethics in the field of trade is intolerance for the neglect of public interests, a high consciousness of public duty. The basis of professional ethics in the field of trade is intolerance for the neglect of public interests, a high consciousness of public duty.

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Friendliness Employees of the sales area must personally greet each customer. This should be done first of all by the one who is closest to the exit. For the client, the phrase “Hello” or “Welcome” will be enough to set the buyer up for a positive result of visiting the store.

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Smile on the face and friendliness Not only the seller, but also all employees of the trading floor should smile in the store. At the same time, you don’t need to smile all the time, but only when a buyer appears, so that the smile does not seem abstract. It must be shown that the seller is happy to provide the client with any assistance.

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Politeness Politeness Politeness is one of the most important factors in establishing contact between people. In speech trade worker politeness is manifested in the appeal to "you", in a friendly, calm tone. Words that dispose the client: “please”, “be kind”, “allow”, “I will do it with pleasure” - always contribute to the establishment of friendly relations with visitors. This friendly tone should not change, even if the visitor has not purchased anything.

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Sales staff should be attentive to their customers, but they should not be intrusive. For example, a sales assistant should not impose his services on a person who does not need them. In addition, the seller must not offer goods in which the buyer is clearly not interested. The duty of the sales assistant is to be in the field of view of buyers so that at the right time they can turn to him for help. Sales staff should be attentive to their customers, but they should not be intrusive. For example, a sales assistant should not impose his services on a person who does not need them. In addition, the seller must not offer goods in which the buyer is clearly not interested. The duty of the sales assistant is to be in the field of view of buyers so that at the right time they can turn to him for help.

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Sociability Sociable sellers always arouse sympathy among visitors. With such sellers, you can talk on current topics, and this always adds positive emotions. The buyer may want to discuss with the seller not only the products that are in the store, but also the weather for the next week, world events, and so on. The seller must politely and with a smile answer all the questions of the client.

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Talking to customers is the hardest part of being a salesperson and cashier. Talking to customers is the hardest part of being a salesperson and cashier. 1. The buyer must understand from the seller's conversation that the seller is a master of his craft, knows the range of goods well. 2. The conversation should be calm, friendly, short and specific. Wordy sellers are not liked or trusted by buyers. 3. When talking, you can not interrupt the buyer.

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4. When dealing with a customer, you can not look the other way and sit. 4. When dealing with a customer, you can not look the other way and sit. 5. It is impossible to answer unambiguously: yes or no, since this does not mean anything, i.e. doesn't explain. 6. You should not praise the product without a sense of proportion with the words wonderful, magnificent, but rather reliable, practical. 7. If the buyer does not agree with the seller, then do not argue with him, but convince him with specific facts.

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8. We should not forget that the words "thank you", "please", "be kind" give politeness to the speech of the seller. 8. We should not forget that the words "thank you", "please", "be kind" give politeness to the speech of the seller. 9. The seller's speech should be lively, cheerful, clear, pronunciation is clear, the tone is confident and convincing. 10. Raising your voice does not convince, but repels buyers. 11. The seller must remember that his appearance and behavior affects buyers.

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The seller is an employee of the service sector, a key link between the producer and the consumer. Therefore, the seller requires calmness, endurance, external attractiveness, accuracy. The seller is an employee of the service sector, a key link between the producer and the consumer. Therefore, the seller requires calmness, endurance, external attractiveness, accuracy. To achieve such a result, it is necessary to engage, first of all, in self-education.

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1. Never raise your voice. 2. Even if for some reason you feel hostility towards a person, you must remain polite and courteous. 3. It is necessary to develop an “attention posture”: this posture should express the willingness of the seller to provide a service.

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4. The face of the seller should always express friendliness, regardless of any other factors: a gloomy, indifferent facial expression discourages the buyer from contacting such an employee, which affects the level of sales and popularity of the store. 4. The face of the seller should always express friendliness, regardless of any other factors: a gloomy, indifferent facial expression discourages the buyer from contacting such an employee, which affects the level of sales and popularity of the store. 5. It is necessary to monitor facial expressions, because. she plays an important role in psychological impact to the buyer..

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Requirements to appearance Today, every self-respecting person seeks to emphasize and reflect their originality. At the same time, spending most of the time at work, you have to solve another problem - compliance with the dress code. It does not matter whether it is officially introduced or is a set of unspoken rules, no one has yet canceled clothing etiquette.

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The very appearance of the seller characterizes him professional quality. If he is clean and tidy, smiles at customers, he will probably cope with sales easily. The very appearance of the seller characterizes his professional qualities. If he is clean and tidy, smiles at customers, he will probably cope with sales easily. Each employer has certain requirements for the appearance of the seller.

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Therefore, the requirements for the appearance of the seller in the charter of the organization are not determined by chance. You also need to be able to look good at the workplace, neatly collected hair and clean nails are the main components that adorn the appearance of the seller. Food products require a special hygienic approach to the implementation. And if a person works in the prepared food department, there should be no complaints about his appearance at all. After all, the seller is the face of a trading organization. . Therefore, the requirements for the appearance of the seller in the charter of the organization are not determined by chance. You also need to be able to look good at the workplace, neatly collected hair and clean nails are the main components that adorn the appearance of the seller. Food products require a special hygienic approach to the implementation. And if a person works in the prepared food department, there should be no complaints about his appearance at all. After all, the seller is the face of a trading organization.

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Regardless social status and age we are all buyers. What does the buyer want? First, to purchase high-quality, fashionable, comfortable goods at reasonable price. Secondly, the competence, attentive and polite attitude of the seller. In turn, the buyer should not forget about politeness, restraint of their negative emotions and bad mood. Regardless of social status and age, we are all buyers. What does the buyer want? Firstly, to purchase a high-quality, fashionable, comfortable product at an affordable price. Secondly, the competence, attentive and polite attitude of the seller. In turn, the buyer should not forget about politeness, restraint of their negative emotions and bad mood.

1. MISSION. Customer service at the highest level is the noble mission of the seller. Clients are people who pay us salaries. Clients give their money in exchange for the value we provide them. The more the client receives from us material and psychological values, the more he is ready to give money.

2. RESPONSIBILITY. Each seller is calling card firm and is obliged to take part in creating a favorable atmosphere of harmony and respect for people. Each seller is the owner of his territory and is responsible for everything that happens on it, both good and bad.

3. COOPERATION. The selling process is cooperation with the client, not conflict. The seller does not sell, he solves the client's problem. The salesperson performs an elaborate dance with the customer.

4. RESULT. The result of contact with a client is three values: money (not always), information and client sympathy (required for all contacts).

5. MEETING. When meeting a buyer, the seller shows friendliness and sincerity. The buyer should feel that he is welcome here.

6. STYLE OF COMMUNICATION. Communication style is calm, not aggressive and not intrusive. Receive customers the same way you welcome good guests at home.

7. WINNER FEELING. Customers need winners, not losers. Therefore, move your troubles (if any) into the background. (As Scarlett said: "I'll think about it tomorrow.")

8. PRIVACY. The seller never speaks badly about his colleagues, superiors, and the company with customers. All such information, as well as opinions, assessments, judgments, discussions with friends of yesterday's events or their experiences are strictly confidential and cannot reach the ears of customers.

9. Dignity. The seller maintains his dignity in any skirmishes with nervous customers. He does not become infected himself from an aggressive client and restrains the client himself by the force of his restrained behavior.

10. COMFORT CONTROL. In customer service, the seller shows him emphatic respect and sympathy. He accepts people as they are, not as he would like them to be. To do this, he controls the expression of his face and tone of voice, does not forget to give compliments and emphasize the importance of the opinions of customers.

11. TABOO ON CRITICISM. A store is not a place where customers are evaluated and re-educated (even if they deserve it). It is a place where they are served with dignity, patience and kindness.

12. RESPONSE TO COMPLAINTS AND ACCUSATIONS. When the client accuses and claims, the seller does not justify, does not defend himself, does not reproach the client himself, but calmly accepts the complaint and claim and seeks its solution (now or after some time).

13. UNDERSTANDING. The seller must strive to understand the client, even if he does not know what he wants. To do this, you need to use patience and the technique of clarifying questions, as well as "Echo reflection" ("Did I understand you correctly? ..") Understanding does not mean accepting. To understand is to try to understand what the client says, even if he is wrong.

14. MINES FOR THE IMAGE OF THE COMPANY. The seller must remember that inattention, dull facial expressions, harsh voice, absenteeism, dirt, slow service and the like are mines that explode the client's patience and the image of the seller and the company.

15. INDIVIDUAL APPROACH. The seller must be aware that different people require a different approach. It should be configured as a locator for the specifics of the client and match him with the style of service that this client most pleasant.

16. CUSTOMER GROUP SERVICE. If there are a lot of customers at once and the seller cannot deal with everyone, then you need to remember to remind the rest of the customers that you remember them and will be free soon. A glance in the direction of customers and a friendly smile and remarks will help them calmly wait for their turn in service.

17. HELP TO THE CLIENT. The salesperson helps the customer understand how your products or services can solve their problems and tries to develop a joint solution with them, offering their knowledge and competence as an essential component.

18. KEEPING PROMISES. Fulfillment of any promises to the client is the sacred duty of the seller.

19. THE KEY TO FAIL No one knows the key to success, but the key to failure is to try to please everyone.

20. ATTITUDE TO THE DREAM. You can have what you want if you stop believing that you cannot have what you want.

21. ATTITUDE TO PERSONAL RESPONSIBILITY. As long as we feel like victims, we are powerless to change anything. The thought of oneself as a victim is a voluntary readiness to be one.

Teasers for clients

In the service process, habitual stereotyped phrases are used, the destructive effect of which is simply not noticed. All employees of the company are now forbidden to pronounce them. All of them should be replaced by constructive turns of speech.

It is forbidden to use:

I don't know.

Replaced by:

One minute, I'll find out now.

It is forbidden to use:

This is not my responsibility.

Replaced by:

Your problem will be solved by (specify who exactly).

It is forbidden to use:

If you want to complain, here's the boss's phone number.

Replaced by:

Who should do what to solve your problem?

It is forbidden to use:

Wait! Can't you see I'm busy?

Replaced by:

One minute! I'll take care of you now.

It is forbidden to use:

Calm down!

Replaced by:

It is forbidden to use:

Call me back.

Replaced by:

I will definitely call you back. You can call us too.

It is forbidden to use:

Tired of your lamentations.

Replaced by:

I apologize (or sorry) that we upset you.

It is forbidden to use:

It is not my fault.

Replaced by:

What do you think can be done in this situation?

It is forbidden to use:

Get it when we do.

Replaced by:

I will do my best to ensure that you receive your order as quickly as possible.

It is forbidden to use:

No, you're wrong.

Replaced by:

Perhaps that is the way it is. But let's look at it from the other side.

Memo to the seller (as a joke)

1. The client is always right, but this does not mean that he is always satisfied.

2. A smart salesperson argues silently with a customer. First think three times, and then remain silent.

3. If you meet a generous client, ask him for an autograph.

4. Attack the client while he is hot.

5. It is impossible to be smarter than the client even with his permission.

6. Not every kick should be answered with a bow.

7. Remember the three NOT's: DO NOT object, DO NOT explain, DO NOT make excuses if you want to be understood.

8. What is not worth doing is not worth doing well. For example, angry, offended, envious and afraid.

9. Put your place in order first, and only then express dissatisfaction with the world.

10. To spite evil - be kind.

11. When you lose your temper, don't forget to shut your mouth.

12. Be optimistic. Even if there is no reason to laugh, laugh on credit.

13. If you want life to smile at you, first smile at this life yourself.

14. Clients need to believe only half of what they see and none of what they hear.

15. If a client looks into your eyes for a long, long time, you can be sure that he has already examined everything else.

16. Do not indulge in explanations if you want to be understood.

17. If the product is not very good, take care of its advertising.

18. Don't say everything you know, but know what you say.

19. Do not lie if the same result can be achieved by carefully dosing the truth.

20. Do not rush to blame if you are late with praise.

21. It makes no sense to argue with a person so stupid that he does not even see that you are more competent.

23. Deal with your subordinate sellers, who is right, who is wrong, and punish both.

24. About the client is either good or even better.

The formula for success: Treat clients like guests, and subordinates and colleagues like people

I wish you hold the image of a fairy high!

And don't forget to be happy!

Best Job It's a hobby that pays money.

Selling is the satisfaction of your need to communicate and be a fairy at someone else's expense.

1. Rules of etiquette

2. The main stages of customer service

List of used literature

1. Rules of etiquette

Etiquette is a silent language, with which you can say a lot and understand a lot if you can see. Etiquette cannot be replaced by words. If you own etiquette, your silence, gestures, intonations will be more eloquent than words.

The concept of etiquette.

Etiquette is a word of French origin, meaning demeanor. It includes the rules of courtesy and politeness adopted in society.

Modern etiquette inherits the customs of almost all peoples from hoary antiquity to the present day. Basically, these rules of conduct are universal, since they are observed by representatives not only of a given society, but also by representatives of the most diverse socio-political systems that exist in modern world. The peoples of each country make their own amendments and additions to etiquette, due to the social system of the country, the specifics of its historical structure, national traditions and customs.

There are several types of etiquette, the main ones are:

court etiquette - a strictly regulated procedure and forms of treatment established at the courts of monarchs;

diplomatic etiquette - rules of conduct for diplomats and other officials in contact with each other at various diplomatic receptions, visits, negotiations;

military etiquette - a set of rules generally accepted in the army, norms and manners of behavior of military personnel in all areas of their activities;

General civil etiquette is a set of rules, traditions and conventions observed by citizens when communicating with each other.

The requirements of etiquette are not absolute: their observance depends on the place, time and circumstances. Behavior that is unacceptable in one place and under one circumstance may be appropriate in another place and under other circumstances.

The norms of etiquette, in contrast to the norms of morality, are conditional, they are, as it were, the nature of an unwritten agreement about what is generally accepted in people's behavior and what is not. Every cultured person should not only know and observe the basic norms of etiquette, but also understand the need for certain rules and relationships.

Modern etiquette regulates the behavior of people in everyday life, at work, in in public places and on the street, on a visit and at various official events - receptions, ceremonies, negotiations.

Elements of etiquette. Rules of etiquette.

Politeness.

Politeness is one of the most important factors in establishing contact between people. In the speech of a sales worker, politeness is manifested in the appeal to "You", in a friendly, calm tone. Words that dispose the client: “please”, “be kind”, “allow”, “I will do it with pleasure” - always contribute to the establishment of friendly relations with visitors. This friendly tone should not change even if the visitor has not ordered anything.

In business etiquette, the first rule of courtesy is the greeting. The first to greet the subordinate with the boss, the younger one with the elder, the member of the delegation with the leader, in our country a man with a woman. Entering the room should be the first to greet those present. You can greet the newcomer without getting up from your workplace, but be sure to break away from work for a few seconds. When greeting, tautologies should not be allowed. When meeting with a group of acquaintances, it is not necessary to shake hands with everyone in turn. It is necessary to take into account national traditions and customs.

The only permitted touch to a business person is a handshake. But in Lately this rule is violated. It is not polite to kiss in public places when greeting, even if it is your good friend. During a secular reception, at a banquet where guests are invited with their spouses, the exchange of kisses between business partners is appropriate. Representation in business life is also important element courtesy. According to business etiquette, to introduce someone means to give his name, surname, position, organization in which he works. When you introduce people, you should introduce the youngest to the oldest, the single to the married, the man to the woman, and so on.

When a man is introduced to a woman, he stands up and bows slightly, while the woman remains seated.

At the official acquaintance at the company, a new employee is introduced to the director. Be sure to give the name, surname, position and company where the person serves.

The manager introduces the new employee to the team.

Tact and sensitivity.

Tact is a sense of proportion that must be observed in personal and official relationships, in conversation.

Forms of manifestation of tact - calmness, endurance, external attractiveness, courtesy.

An educated person should be able to listen to his interlocutor. Even if he is bored, he should not show it, but patiently listen to the end, or find a polite means to change the topic of conversation. It is not tactful to speak in a whisper in front of others.

Don't give unsolicited advice to people you don't know well enough or older people. A tactful person will not stare and frankly look at another. Idle curiosity should not take place, especially in relation to persons who have some kind of physical disability.

A tactful person will not ask questions that are related to the intimate side of another's life and will not interfere in his personal life unnecessarily.

A tactful salesperson must subtly understand the uniqueness of the buyer's personality, the reactions of the interlocutor, sensitively grasp the boundary beyond which, as a result of his words and actions, the interlocutor may be offended. During the dialogue with the visitor, you need to skillfully ask questions, and you need to ask him only about what cannot be seen or what cannot be guessed.

In business etiquette, tact plays a decisive role in choosing a form of address that reflects the relationship between people. Appeals offer interlocutors to communicate in a certain tone, observing certain relations: relations between people close or distant, equal or unequal, official, friendly, familiar, respectful relations.

In our country, for a long time, the generally accepted form was the appeal "comrade". Lately it has been abandoned. New form"master", "gentlemen" is used in the sphere of state, political relations. The address "mister" can be used together with the surname: "Mr. Ivanov", the title "Mr. Professor" or the position "Mr. Mayor".

It is not customary to talk about those present in the third person, in this case it seems that the speaker does not respect the person he is talking about.

There is a special rule in speech etiquette: a woman does not have the right to call a man by his last name.

When referring to business partners, in most cases, the form "you" should be used. Appeal to "you" is permissible only with mutual consent. It is not recommended to address each other on "you" when business partners, clients.

There are no special rules when you can switch to “you”, but never the youngest in age should be the first to switch to “you” with a senior, a subordinate with a boss, a secretary with a visitor.

Not addressed by name:

To a person who is older than you in age;

To an employee who is older than you in status;

To your boss, if this is not a service tradition.

You should not abuse the address only by name. If a senior in age or position asks to be called simply Volodya, one should not object: refusal means disrespect for a friendly gesture, a desire to establish warmer relations.

Modesty.

“A person who talks only about himself, thinks only about himself,” says D. Carnegie. “A person who thinks only of himself is hopelessly uncivilized. He is uncultured, no matter how highly educated he may be.”

A modest person never strives to show himself better, more capable, smarter than others, does not show his superiority, his qualities, does not require any privileges, special amenities, services for himself.

However, modesty should not be associated with either timidity or shyness. These are completely different categories. Very often, modest people turn out to be much firmer and more active in critical circumstances, but at the same time, it is known that it is impossible to convince them that they are right by arguing.

You should never start with the statement "I will prove to you so-and-so." This is tantamount, psychologists say, to saying, "I'm smarter than you, I'm going to tell you something and make you change your mind." It's a challenge. This generates internal resistance in your interlocutor and a desire to fight with you before you start an argument.

In order to prove something, it is necessary to do it so subtly, so skillfully, that no one would feel it.

Delicacy and correctness.

Delicacy is very close to tact.

If tact must be observed in all cases, then delicacy implies a situation that has in mind people who are familiar and, moreover, worthy of respect. This is the ability to timely and imperceptibly come to the aid of a person who needs support and understanding, the ability to protect him from prying eyes, interference in the agitated state of his soul.

Correctness is the ability to control oneself, to keep oneself within the framework of generally accepted decency in any situation. A self-respecting person will not allow others to behave inappropriately, indecently in his presence and others: raise his voice, speak obscene, show rudeness. He will not pretend that he does not hear or see anything. He will intervene where someone should be besieged, corrected.

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