店面营业员职业化训练教材

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1、had a letter from my sister yesterday. She lives in Nigeria. In her letter, she said that she would come to England next year. If she comes, she will get a surprise. We are now living in a beautiful new house in the country. Work on it had begun before my sister left. The house was completed five mo

2、nths ago. In my letter, I told her that she could stay with us. The house has many large rooms and there is a lovely garden. It is a very modern house, so it looks strange to some people. It must be the only modern house in the district.Lesson24 It could be worse 不幸中之万幸I entered the hotel managers o

3、ffice and sat down. I had just lost &50 and I felt very upset. I left the money in my room, I said, and its not there now. The manager was sympathetic, but he could do nothing. Everyones losing money these days, he said. He started to complain about this wicked world but was interrupted by a knock a

4、t the door. A girl came in and put an envelope on his desk. It contained &5o. I found this outside this gentlemans room she said. Well, I said to the manager, there is still some honesty in this world !lesson25 Do the English speak English? 英国人讲的是英语吗？I arrived in London at last. The railway station

5、was big, black and dark. I did not know the way to my hotel, so I asked a porter. I not only spoke English very carefully, but very clearly as well. The porter, however, could not understand me; I repeated my question several times and at last he understood. He answered me, but he spoke neither slow

6、ly nor clearly. I am a foreigner, I said. Then he spoke slowly, but I could not understand him. My teacher never spoke English like that! The porter and I looked at each other and smiled. Then he said something and I understood it. Youll soon learn English! he said. I wonder. In England, each man sp

7、eaks a different language. The English understand each other, but I dont understand them ! Do they speak English ?lesson26 The best art critics 最佳美术评论家I am an art student and I paint a lot of pictures. Many people pretend that they understand modern art. They always tell you what a picture is about.

8、 Of course, many pictures arc not about anything. They are just pretty patterns. We like them in the same way that we like pretty curtain material. I think that young children often appreciate modern pictures better than anyone else. They notice more. My sister is only seven, but she always tells me

9、 whether my pictures are good or not. She came into my room yesterday. What are you doing ? she asked. Im hanging this picture on the wall, I answered. Its a new one. Do you like it ? She looked at it critically for a moment. Its all right, she said, but isnt it upside-down ? I looked at it again. S

10、he was right! It was!Lesson27 A wet night 雨夜Late in the afternoon, the boys put up their tent in the middle of a field. As soon as this was done, they cooked a meal over an open fire. They were all hungry and the food smelt good. After a wonderful meal, they told stories and sang songs by the camp f

11、ire. But some time later it began to rain. The boys felt tired so they pet out the fire and crept into their tent. Their sleeping-bags were warm and comfortable, so they all slept soundly. In the middle of the night, two boys woke up and began shouting. The tent was full of water! They all leapt out

12、 of their sleeping-bags and hurried outside. It was raining heavily and they found that a stream had formed in the field. The stream wound its way across the field and then flowed right under their tent!Lesson28 No parking 禁止停车Jasper White is one of those rare people who believes in ancient myths. H

13、e has just bought a new house in the city, but ever since he moved in, he has had trouble with motorists. when he returns home at night, he always finds that someone has parked a car outside his gate. Because of this, he has not been able to get his own car into his garage even once. Jasper has put

14、up No Parking signs outside his gate, but these have not had any effect. Now he has put an ugly stone head over the gate. It is one of the ugliest faces I have ever seen. I asked him what it was and he told me that it was Medusa, the Gorgon. Jasper hopes that she will turn motorists to stone. But no

15、ne of them has been turned to stone yet!Lesson29 Taxi! 出租汽车！Captain Ben Fawcett has bought an unusual taxi and has begun a new service. The taxi is a small Swiss aeroplane called a Pilatus Porter. This wonderful plane can carry seven passengers. The most surprising thing about it, however, is that i

16、t can land anywhere: on snow, water, or even on a ploughed field. Captain Fawcetts first passenger was a doctor who flew from Birmingham to a lonely village in the Welsh mountains. Since then, Captain Fawcett has flown passengers to many unusual places. Once he landed on the roof of a block of flats

17、 and on another occasion, he landed in a deserted car park. Captain Fawcett has just refused a strange request from a businessman. The man wanted to fly to Rockall, a lonely island in the Atlantic Ocean, but Captain Fawcett did not take him because the trip was too dangerous.Lesson30 Football or pol

18、o? 足球还是水球？The Wayle is a small river that cuts across the park near my home. I like sitting by the Wayle on fine afternoons. It was warm last Sunday, so I went and sat on the river bank as usual. Some children were playing games on the bank and there were some people rowing on the river. Suddenly, o

19、ne of the children kicked a ball very hard and it went towards a passing boat. Some people on the bank called out to the man in the boat, but he did not hear them. The ball struck him so hard that he nearly fell into the water. I turned to look at the children, but there werent any in sight: they ha

20、d all run away! The man laughed when he realized what had happened. He called out to the children and threw the ball back to the bank. Lesson31 Success story 成功者的故事Yesterday afternoon Frank Hawkins was telling me about his experiences as a young man. Frank is now the head of a very large business co

21、mpany, but as a boy he used to work in a small shop. It was his job to repair bicycles and at that time he used to work fourteen hours a day. He saved money for years and in 1938 he bought a small work-shop of his own. During the war Frank used to make spare parts for aeroplanes. At that time he had

22、 two helpers. By the end of the war, the small work-shop had become a large factory which employed seven hundred and twenty-eight people. Frank smiled when he remembered his hard early years and the long road to success. He was still smiling when the door opened and his wife came in. She wanted him

23、to repair their sons bicycle! Lesson32 Shopping made easy 购物变得很方便People are not so honest as they once were. The temptation to steal is greater than ever before-especially in large shops. A detective recently watched a well-dressed woman who always went into a large store on Monday mornings. One Mon

24、day, there were fewer people in the shop than usual when the woman came in, so it was easier for the detective to watch her. The woman first bought a few small articles. After a little time, she chose one of the most expensive dresses in the shop and handed it to an assistant who wrapped it up for h

25、er as quickly as possible. Then the woman simply took the parcel and walked out of the shop without paying. When she was arrested, the detective found out that the shop-assistant was her daughter. The girl gave her mother a free dress once a week !lesson33 Out of the darkness 冲出黑暗Nearly a week passe

26、d before the girl was able to explain what had happened to her. One afternoon she set out from the coast in a small boat and was caught in a storm. Towards evening, the boat struck a rock and the girl jumped into the sea. Then she swam to the shore after spending the whole night in the water. During

27、 that time she covered a distance of eight miles. Early next morning, she saw a light ahead. She knew she was near the shore because the light was high up on the cliffs. On arriving at the shore, the girl struggled up the cliff towards the light she had seen. That was all she remembered. When she wo

28、ke up a day later, she found herself in hospital.Lesson34 Quick work 破案“神速”Ted Robinson has been worried all the week. Last Tuesday he received a letter from the local police. In the letter he was asked to call at the station. Ted wondered why he was wanted by the police, but he went to the station

29、yesterday and now he is not worried any more. At the station, he was told by a smiling policeman that his bicycle had been found. Five days ago, the policeman told him, the bicycle was picked up in a small village four hundred miles away. It is now being sent to his home by train. Ted was most surpr

30、ised when he heard the news. He was amused too, because he never expected the bicycle to be found. It was stolen twenty years ago when Ted was a boy of fifteen !Lesson35 Stop thief! 捉贼！Rov Trenton used to drive a taxi. A short while ago, however, he became a bus-driver and he was not regretted it. H

31、e is finding his new work far more exciting. When he was driving along Catford Street recently, he saw two thieves rush out of a shop and run towards a waiting car. One of them was carrying a bag full of money. Roy acted quickly and drove the bus straight at the thieves. The one with the money got s

32、uch a fright that he dropped the bag. As the thieves were trying to get away in their car, Roy drove his bus into the back of it. While the battered car was moving away, Roy stopped his bus and telephoned the police. The thieves car was badly damaged and easy to recognize. Shortly afterwards, the po

33、lice stopped the car and both men were arrested. Lesson36 Across the Channel 横渡海峡Erna Hart is going to swim across the English Channel tomorrow. She is going to set out from the French coast at five oclock in the morning. Erna is only fourteen years old and she hopes lo set up a new world record. Sh

34、e is a strong swimmer and many people feel that she is sure to succeed. Ernas father will set out with her in a small boat. Mr Hart has trained his daughter for years. Tomorrow he will be watching her anxiously as she swims the long distance to England. Erna intends to take short rests every two hou

35、rs. She will have something to drink but she will not eat any solid food. Most of Ernas school friends will be waiting for her on the English coast. Among them will be Ernas mother, who swam the Channel herself when she was a girl.Lesson37 The Olympic Games 奥林匹克运动会The Olympic Games will be held in o

36、ur country in four years time. As a great many people will be visiting the country, the government will be building new hotels, an immense stadium, and a fine new swimming pool. They will also be building new roads and a special railway-line. The Games will be held just outside the capital and the w

37、hole area will be called Olympic City. Workers will have completed the new roads by the end of this year. By the end of next year, they will have finished work on the new stadium. The fine modern buildings have been designed by Kurt Gunter. Everybody will be watching anxiously as the new buildings g

38、o up. We are all very excited and are looking forward to the Olympic Games because they have never been held before in this country.Lesson38 Everything except the weather 惟独没有考虑到天气My old friend, Harrison, had lived in the Mediterranean for many years before he returned to England. He had often dream

39、ed of retiring in England and had planned to settle down in the country. He had no sooner returned than he bought a fine house and went to live there. Almost immediately he began to complain about the weather, for even though it was still summer, it rained continually and it was often bitterly cold.

40、 After so many years of sunshine, Harrison got a shock. He acted as if he had never lived in England before. In the end, it was more than he could bear. He had hardly had time to settle down when he sold the house and left the country. The dream he had had for so many years ended there. Harrison had

41、 thought of everything except the weather.Lesson39 Am I all right? 我是否痊愈？While John Gilbert was in hospital, he asked his doctor to tell him whether his operation had been successful, but the doctor refused to do so. The following day, the patient asked for a bedside telephone. When he was alone, he

42、 telephoned the hospital exchange and asked for Doctor Millington. When the doctor answered the phone, Mr Gilbert said he was inquiring about a certain patient, a Mr John Gilbert. He asked if Mr Gilberts operation had been successful and the doctor told him that it had been. He then asked when Mr Gi

43、lbert would be allowed to go home and the doctor told him that he would have to stay in hospital for another two weeks. Then Dr Millington asked the caller if he was a relative of the patient. No, the patient answered, I am Mr John Gilbert. Lesson40 Food and talk 进餐与交谈Last week at a dinner-party, th

44、e hostess asked me to sit next to Mrs Rumbold. Mrs Rumbold was a large, unsmiling lady in a tight black dress. She did not even look up when I took my seat beside her. Her eyes were fixed on her plate and in a short time, she was busy eating. I tried to make店面营业员职业化训练教材引言【本讲重点】店面销售的意义与机能消费者购物的心理意识第1

45、讲 店面销售的意义与顾客心理【本讲重点】店面销售的意义与机能顾客的购物心理店面销售的意义与机能店面销售的意义店面销售的目标是获得最大的销售业绩，对一般消费者所作的广告宣传及各种促销方案都是为了吸引更多顾客，有关店面环境、维持店内秩序、注意待客礼貌等都能给予顾客好感，并且提高销售业绩。店面营业人员的职业化训练非常重要，营业人员的职位虽然不高，却代表了店面的形象。他们从早晨开业到晚上打烊，面对的人、事、物，所作的一切都代表了企业，代表了店面的形象。企业花费大量的人力、物力、财力，精心设计制订出来的各种经营决策和标准，最终都要在店面日常工作中体现出来。顾客们常常不知道一家商场的总经理是谁，但往往会认

46、识那儿的营业人员，顾客与营业人员接触的次数多了，时间长了，跟营业员就有可能成为朋友。所以，对成功的店面管理来说，不能忽视营业员的职业化训练。【自检】如何才能提高店面的销售业绩？_提高店面的销售机能营业人员首先要做到的一件事，就是了解顾客的需求及顾客心理，然后根据顾客的需求和心理来设计店面的销售的方式和手段。经营是工具，人们讲“公欲善其事，必先利其器”，只有事先提高了店面营业人员的销售技能，才有可能相应地获取高额的销售业绩。1.商品陈列要丰富，能醒目地达到陈列的基本要求一家便民店的商品种类大概在20004000种左右，一家个体商店，商品种类大概是800012000种，并且随着季节变换而及时地有所

47、调整，冬天卖围脖、手套，夏天卖游泳衣、防晒霜。而大型的众多超市，至少有20000种以上的商品。只有具备了商品的丰富性才能让顾客有很多的选择性。【举例】一位顾客想买可乐，走进一家商店，发现这家商店只卖一种品牌的可乐，顾客的感觉就不会很好。如果不仅有好几种品牌的可乐，而且有不同大小的包装，从1000毫升到550毫升、355毫升，甚至于更小到120毫升都有，相应地也必然会使顾客的选择机率就比前一种情况要大得多了，紧跟着的是购买机率也就相应地提高了。如果提高单品的销售金额，那么整家商店商品的销售金额也自然会随之提升。所以店面商品陈列的丰富性是一个很重要的因素。但是要注意一点，库存量要适当，避免过分囤积

48、货物，否则对资金的周转会造成很大的压力。店面干净、陈列整洁也是一个基本要求。制服的端庄、清洁，营业人员讲话的态度是否都能做到对顾客和蔼可亲，让人信任，上述这些都是有关于店面营业人员的培训内容。【举例】在逢年过节前后，商场大量进货，营业员忙不过来，整个商场堆的简直就像一个仓库，商品没有做适当的分类，常常出现袜子跟饼干堆在一起，旁边甚至还摆了杀虫剂或蚊香。顾客一看自然会觉得让人非常恶心，至少也会感到十分别扭，没耐心的可能早已扭头就走了，耐心好一点儿的顾客也最多忍耐一两次，第三次就势必会到更干净更整洁的其它商场去了，并且很可能从此就再也不到此商场露面了，这样商场就失去了顾客。2.不断地补充符合顾客需

49、求的商品市场上的商品种类非常多，如何找到最能适应顾客需求的商品？市场调查是一个有效的方法。例如在一个小区开连锁店，这个小区到底需要什么类型、多少价位的商品。又如酱油，全国有上百种酱油，要弄清楚这个小区居民最喜欢哪一个牌子的酱油，哪种价位的酱油是该小区的居民最能接受的，这是一件很重要的事情，可以用市场调研的方法来解决。3.售价合理并富有吸引力价格的合理性也是一个很重要的因素。价格如何合理化呢？要实现价格合理化的目标，就必须做到以下两点：市场的参考价；供货商提供的价格。任何商品的价格都有周期性，最新上市的商品，随着需求量的增加，价格会越来越高，当到达一个顶峰之后，就趋于缓和，逐渐下降。商品的售价如

50、何，要看商品的周期性，是处在上升阶段，还是处在下降阶段。店面的利润是指扣除管销费用之后剩余的净利。像农副产品，包括蔬菜、水果、畜产品、肉类、海鲜类，一般的大超市平均利润在22%31%，而电脑等电子产品，大概在10%之内。4.利用最少的人员达到最佳的营业额商场一般是早晨8点开门，晚上10点打烊，实行14个小时两班倒。一家店面要配置最佳人数，人员越多，开销也就越大。一家个体商店的工作人员大概在8个人左右。大型的量贩超市，面积可达20000平方米，甚至还会更大，就要用上300500人。此外，还存在兼职人员的问题，有些量贩超市以经营农副产品为主，生鲜商品处理的量大，要求及时，并且工作集中在一段时间内，

51、因此需要大量的兼职人员。而以日用百货、干货食品为主的超市，就不存在这样的问题，就不需要大量的兼职人员。5.创造舒适的购物环境舒适的购物环境能让顾客产生亲切感，有利于增加顾客的忠诚度。【案例】逢年过节时，百货商场势必也因逢年过节的原因而随之会非常热闹，人头攒动，然而空气却常常很污浊，因为有些商场为了节省电费，不开空调，又不重视和改善商场的通风条件。在发达国家，这种情况就极为少见。事实上，只要花少量必须花的电费，打开空调，让顾客即使在拥挤的环境下，也能仍然感受舒适的温度和清新的空气，顾客在此商场滞留的时间自然就会延长，购物的机率也相应地就随之而更大，商场的盈利会更多，比起节省出的一点儿空调通风费来

52、说更划算得不知要强出几百倍。6.多做广告宣传吸引众多的顾客上门不论是发的，或墙上挂的，或通过电视、报纸、宣传单等等，目的都是为了要吸引更多的顾客到店里来消费。很多商场最喜欢做一种广告宣传：一家大的百货商厦，从楼顶部拉下很多条各种颜色的布条下来，左一条，右一条，把商厦包围了，只留下个门脸，实际上，很少有人会抬头去认真看上面写了些什么。做广告宣传活动，总是希望有人看，要讲究广告宣传效果，而不是徒有其表地做一些没有实际效果的广告宣传。7.营业人员应掌握商品知识营业人员要掌握正确的商品知识，熟悉商品的性能，有礼貌地对待顾客。商品知识很重要，如果营业人员都不知道商品怎么使用，如何能向顾客解释清楚、做好销

53、售呢？【案例】一位顾客在商场看到一种新型的香皂，香皂上边挂了一个长长的毛线绒，做成了十二生肖的形状，非常小巧可爱。他就问营业员，这香皂是干什么用的，营业员不耐烦地回答说洗澡洗手用的，语气好像责备顾客怎么会提出这么愚蠢的问题。这时，旁边的另一位顾客却纠正营业员的说法，说这种香皂不是用来洗澡和洗手的，而是吊在浴室里，或挂在别的地方，利用水蒸气让香皂慢慢挥发，从而达到满室芬芳的效果。这样一来，那位顾客自然很不满意商场的这种不懂装懂且又不耐烦的服务态度，营业员对自己的服务态度也感到不好意思。【自检】从店面销售的角度来判断顾客的购买决策，下面哪些观点是正确的？（1）越容易得到便利的商品越好卖。_（2）沟

54、通不会影响销售额。_（3）在比较价格时，实际上顾客只考虑购买价格是否便宜、合理，并不关心所购商品的使用价值。_（4）制造商不必考虑消费者需要。_见参考答案12顾客的购买心理顾客购买心理的八个阶段社会环境和经济条件不断发展，顾客的购买需求也随之不断地变化。例如在20世纪90年代初，一般家庭的住房能有70平方米90平方米，就感觉很不错了；而现在人们的要求就提高了，尤其是购买商品房，一般都要求在100平方米左右，有的甚至多达150平方米、200平方米。尽管顾客的购买需求在不断变化，其购买心理仍然可以分为8个阶段：图11顾客购买心理的8个阶段注意。吸引目光，注视观看，也可通过广告宣传、橱窗陈列、商品陈

55、列等措施来达到目的。兴趣。产生、引发兴趣，可通过广告宣传、橱窗陈列、商品陈列等措施来达到目的。联想。购买时和购买后的联想，可通过广告宣传、橱窗陈列、商品陈列等措施来达到目的。需求。想要拥有、购买，也可通过广告宣传、商品陈列和店员说明等措施来达到目的。比较。与类似的同种商品比较，做出选择，可通过商品陈列、店员的接待和销售技巧等措施来而达到目的。决定。经过上述5个阶段的活动过程，顾客在头脑里经过反复的酝酿和思考后最后才决定购买。实行。签订买卖契约和付款。满足。顾客购买后的满意感。【案例】一家人或几个同事一起逛街，看到橱窗里摆着一台新款的电视机，大家看到后，就开始讨论，这台电视机可以浏览三个画面，不

56、过不知道能不能接电脑呢，于是就进入商场，营业员为他们作了详细的介绍，大家觉得很好，这时有人就会产生购买的欲望了，再看看价格，虽然高了一点儿，但是营业员针对顾客的这一心理就耐心地解释：这是新产品，功能多，还附带立体音响，虽然价格高了一点儿，还是很划算的。这时如果有人觉得合适，就可能会购买。所以说顾客的心态是从注意、产生兴趣、询问、需求，直到花钱购买这样几个阶段。购买心态的转变聪明的消费者不论在购物还是在使用金钱方面，都有新的消费心理。1.购买“必要性”的商品现代人购买商品比以前要理智，更趋向于必要的物品，以维持目前的生活或达到一定的生活水准，促使生活合理化以避免浪费。【案例】夏天到了，顾客要出门

57、旅游，来到商场买旅行包。在顾客挑选旅行包的过程中，营业员就可以向顾客了解一些与旅行有关的信息，如有多少人参加旅行，有小孩参加吗？因为顾客到商场买东西，基本上都有目的性，营业人员从攀谈中可以了解顾客究竟需要多大规格的旅行包，为其提供几种选择方案，这样交易成功的机率就会相应地随之而大大增加。2.购买“感觉上占便宜”的商品顾客一般都愿意购买物美价廉的商品。事实上，给顾客制造一种“便宜”的感觉，可以有效地刺激顾客的购买欲望。商场里经常利用广告、海报宣传，制造大规模的降价声势，就是让顾客从感觉上产生了若购买这里的大规模降价的所需商品，一定比买别的商场的这些商品更“占便宜”，从而产生了购买欲望。3.购买“

58、安全性高”的商品在有条件的情况下，人们越来越倾向于购买品牌商品。原因在于：价格虽然高，但保值；品质好；保修，售后服务好。所以顾客宁可花钱多一点儿，也要追求商品的高安全性。商店和商品的知名度、企业规模、经营态度等都是评价安全性的标准，尤其是在商品品质和性能方面，建立售后服务制度是保证安全性的前提条件。特别像药品、营养、保健等食品，需要营业员特别留意。保健食品、药品要注意保存环境，营业人员要经常清查店面里的商品，无论保质期限的长短与否，每天上班时都要清理商品，及时发现过期的商品，一旦有了过期商品就应及时更换成新的未过期的商品，这也是对营业员的一个基本要求。【案例】一位顾客在商场里买了一种保健食品，

59、回家打开之后，里面竟然长满了绿毛。原来已经过了保质期，顾客自然会认为商场是故意欺骗，可能会回来要求退货。即使是因嫌麻烦，不要求退货，他以后也势必不会再去这家商场买东西了。对商场而言，既损害了自己商场的名誉，又失去了这一顾客，更严重的恶果是：由此而毁掉了该商场在顾客心中曾树立过的来之不易的高大企业形象。【本讲小结】本讲介绍了店面销售的意义与机能，清晰地指明了店面提高销售业绩的具体要求和措施，分析了顾客的购买心理及其变化。“公欲善其事，必先利其器”，要想获得店面销售的成功，必须做好各方面的准备，而营业人员的职业化训练是其中非常重要的一项。营业人员代表了店面的形象，是店面销售的直接执行者，对其进行职

60、业化训练是提高店面销售业绩的重要保障。【心得体会】_第2讲 门店销售的态度与基本技术【本讲重点】销售成功的“三意”营业人员不可缺少的七项意识掌握商品的五条要领销售过程的五个阶段卖场销售的“4”销售的目标是尽力追求销售利润销售目标是要尽力地追求销售利润，在世界各地，只要是企业都要追求销售利润这一目标。不能创造好的销售利润，就不是真正好的销售，营业人员要以追求销售利润为动力，最大限度地去获得销售利润。正确了解服务的意义这里所说的服务是指营业人员对顾客提供的服务要具有针对性。要提供完善的服务，需要进行系统的训练和认真规划。1礼节要周到讲礼貌是营业员应具备的基本素质。有的营业员只顾自己聊天，对顾客不理

61、睬，有的营业员用方言说话，让外地人根本听不懂，顾客的感受自然很糟糕。还有一些比较高档的店面，营业员很势力眼地看人说话，对一些外表寒酸的顾客的询问，就语气很不耐烦而又生硬地回答说：“这个东西很贵。”潜台词就是你买不起就别问。这些行为根本就忽略了基本的礼貌。事实上，顾客进门来，就是可能的消费者，营业员应有礼貌地接待。【案例】一位同事要结婚，他的父母想送一辆汽车给他作为结婚礼物。于是他的父母就来到了一家汽车行，汽车行的营业员见两位老人在这晃荡，肯定什么都不懂，就主观武断地认为他们肯定只是闲来无事地看看稀奇，所以没有一个人肯上前接待，他的父母转了一圈也没人答理，虽然两位老人原打算真的想在这家汽车行买车

62、，现在也只好无奈地作罢出去了。来到第二家，这里的营业员想，反正这会儿没什么事，就热情地上前接待了两位老人，很快弄明白原来他们是要为儿子买车。营业员就极为重视地及时抓住这一难得的售车机会，大力推荐了几款合适的车型，结果两位老人当场就付清现款，买了一辆车。两家不同的汽车行，两个不同的营业员，正是因为采取了两种不同的接待顾客的方式，最后导致了两种完全不同的销售结果。第一家营业员因无人肯上前接待顾客而放走了机会，第二家营业员因为主动热情地接待了顾客而成功地留下了利润，这是为什么？这就是营业员的礼节周到与否，以及亲切与否。2专业和亲切的建议在顾客挑选商品时，营业员应主动热情地帮助顾客提出专业的建议，毕竟顾