【正文】 ...............................................8 營業(yè)前................................................................8 營業(yè)中................................................................8 結(jié)束營業(yè)..............................................................9 銷售管理................................................................9 銷售計劃的含義........................................................9 擬定銷售計劃時的應注意事項...........................................10 銷售計劃的實施與管理.................................................10 店員管理...............................................................10 倉庫管理...............................................................11 物流.................................................................11 衡量標準.............................................................11 貨架排列合理化.......................................................11 貨品排列有序化.......................................................11 資訊管理...............................................................12 信息資料的收集整理...................................................12 信息資料的統(tǒng)計、查詢和分析...........................................12 每天必讀報表.........................................................12第 5 章 店長具體工作事項 .....................................................14 短會...................................................................14 開 B 目的:............................................................14 開 B 重要性:..........................................................14 開 B 內(nèi)容：...........................................................14 商品知識...............................................................15 商品庫存.............................................................15 店員分工及排班.........................................................16 店員培訓.............................................................16 店員評估.............................................................18 店員獎罰.............................................................19 班表編制.............................................................20 視覺形象...............................................................21 POP 形象布局 .........................................................21 店內(nèi)衛(wèi)生.............................................................23 店內(nèi)設(shè)備.............................................................24 店面安全.............................................................24 商業(yè)報表...............................................................24 報表編制的要求.......................................................24 銷售日報表編寫要點...................................................25 調(diào)撥單的使用要點.....................................................25 銷售時間報表（附后）.................................................26 銷售日報表（附后）...................................................26 銷售周報分析表（附后）...............................................26 銷售月報表（附后）...................................................26 庫存月報表（附后）...................................................26 損益表（附后）.......................................................26 獎懲記錄表（附后）..................................................26 補貨明細單（附后）..................................................26 退貨明細單（附后）..................................................26 盤存調(diào)整表（附后）..................................................26 有序化的貨品處理.......................................................26 收貨步驟.............................................................26 轉(zhuǎn)貨/出貨步驟........................................................27 盤點步驟.............................................................28 次貨.................................................................29 復查表...............................................................30 推廣...................................................................30 推廣的種類...........................................................30 推廣期間注意事項.....................................................31 推廣后...............................................................31 客戶管理...............................................................32 客戶分類及服務（見服務手冊）.........................................32 客戶流量及成交率......................................................32 客戶資料（客戶注冊表）...............................................33 經(jīng)營業(yè)績...............................................................33 銷售平衡及分析.......................................................33 日工作計劃單.........................................................34第 6 章 專賣店財務管理 .......................................................35 財務制度（資金，費用，票據(jù)）...........................................35 會計流程...............................................................35 投資決策.............................................................35 進貨流程.............................................................36 銷售流程.............................................................36 銷售流程.............................................................38　第 7 章 投訴及偷竊應對 .......................................................42 投訴應對...............................................................42 偷竊應對...............................................................42　第 8 章 市場調(diào)查 .............................................................43 店長必須做市場調(diào)查.....................................................43 市場調(diào)查包括內(nèi)容.......................................................43　第 9 章 個案分析 .............................................................44 以壓力促銷售...........................................................44 展示焦點 突出亮點 增加賣點.............................................44 微笑服務 ...............................................................45第 1 章 服務箋言服　務　箋　言Do unto others what you want others to do unto you!你希望別人對待你的，你就去這樣對待別人！Your attitude affects others’ which in turn affect you. Therefore, you have to send a positive ripple to get positive result.你的態(tài)度會影響別人，也會反轉(zhuǎn)來影響你。你需要推動一個有利方向的漣漪，以得到積極正面的成果。第 2 章 你是專賣店店長 你是專賣店