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文檔簡介
ICS
65.160CCS
X
43湖 南 省 地 方 標 準DB43/T
2756.2—2023卷煙零售終端服務文旅融合指南第部分:服務Cigaretteretailterminalserviceculturaltourismintegrationguide—Part2:Services2023
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09
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27
發(fā)布
2023
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實施湖南省市場監(jiān)督管理局
發(fā)
布DB43/T
2756.2—前言························································································································
Ⅲ1
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12
規(guī)范性引用文件······································································································13
術語和定義············································································································14
總體原則···············································································································15
服務人員···············································································································15.1 基本素養(yǎng)·········································································································15.2 業(yè)務技能·········································································································26
服務內(nèi)容···············································································································26.1 卷煙品牌推介···································································································26.2 旅游特產(chǎn)推廣···································································································26.3 游客便捷服務···································································································26.4 文創(chuàng)產(chǎn)品推薦···································································································26.5 游客休憩服務···································································································36.6 游客云上服務···································································································36.7 結(jié)算支付服務···································································································36.8售后維權(quán)服務···································································································37
服務策略···············································································································3DB43/T
2756.2—本文件按照
GB/T
—《標準化工作導則 第
1
部分:標準化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)定起草。本文件是
2756《卷煙零售終端服務文旅融合指南》的第
1
部分,
2756
已經(jīng)發(fā)布了以下部分:——第
1
部分:建設;——第
2
部分:服務;——第
3
部分:管理。請注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機構(gòu)不承擔識別專利的責任。本文件由湖南省煙草專賣局提出并歸口。南中煙工業(yè)有限責任公司、湘潭市文旅廣電局、湖南省標準化協(xié)會。健、趙妍、譚潤、謝山泉、梁芬、豐家輝、胡如藍、張婷、史新穎、徐武龍、唐海云、李燦、胡淑愛、袁小敏、劉筱敏、龔荷茜、唐國偉、肖騰、李秀宏、張心貝。IIIDB43/T
2756.2—IVDB43/T
2756.2—
1
本文件提供了卷煙零售終端服務文旅融合服務方面的建議,并給出了相關信息。本文件適用于指導旅游特色卷煙零售終端開展服務工作。2
規(guī)范性引用文件文件。GB/T
16868 商品經(jīng)營服務質(zhì)量管理規(guī)范GB/T
17242投訴處理指南GB/T
18760 消費品售后服務方法與要求GB/T
26356 旅游購物場所服務質(zhì)量要求DB43/T
2756.1 卷煙零售終端服務文旅融合 第
1
部分:建設3
術語和定義DB43/T
2756.1
界定的術語和定義適用于本文件。4
總體原則4.1 堅持誠信經(jīng)營,商品明碼標價、明碼實價、服務規(guī)范、特色鮮明。4.2 所售商品滿足
GB/T
16868
法規(guī)要求。4.3 結(jié)合當?shù)靥攸c,不斷創(chuàng)新服務方式,完善服務機制。5
服務人員5.1 基本素養(yǎng)5.1.1 禮貌待客,對游客熱情適度,尊重游客的道德信仰與風俗習慣。5.1.2 5.1.3 儀容儀表端莊、大方,著裝整潔;表情自然、和藹、親切,微笑服務。5.1.4 積極學習卷煙、食品銷售、文旅等專業(yè)知識,遵守崗位職責,恪守商業(yè)職業(yè)規(guī)范。5.1.5 宜使用普通話進行交流,使用規(guī)范服務用語,服務語言文明、禮貌、簡明、清晰,提倡運用翻DB43/T
2756.2—譯工具,提供多國語言翻譯服務。5.1.6 自覺接受顧客監(jiān)督,聽取顧客意見,提升服務質(zhì)量。5.2 業(yè)務技能5.2.1 掌握卷煙和非煙商品的質(zhì)量保管方法、食品安全等基本知識。5.2.2 熟知所經(jīng)營商品的分類、品種、性能、價格、布局、陳列、使用方法及服務程序等。5.2.3 熟練使用配備的設備和相應的設施。5.2.4 熟練掌握各類儲蓄卡、信用卡、支票等支付方式,以及偽鈔識別、現(xiàn)金找零等技巧,結(jié)帳服務快捷準確。5.2.5 宜掌握一定的旅游知識,熟悉當?shù)芈糜钨Y源。6
服務內(nèi)容6.1 卷煙品牌推介6.1.1 根據(jù)當?shù)匚穆锰厣诰頍煴彻?、前柜、島柜等卷煙與雪茄陳列區(qū)打造主題突出的特色陳列。6.1.2 結(jié)合當?shù)靥厣穆卯a(chǎn)品、門店經(jīng)營數(shù)據(jù)進行關聯(lián)商品陳列。6.1.3 6.1.4 宜在卷煙價格標簽上定制包含當?shù)匚穆锰厣钠放瀑u點二維碼。6.1.5 宜結(jié)合當?shù)匚穆锰厣O計制作主題伴手禮盒,將不同卷煙規(guī)格、雪茄定制包裝,或?qū)⒕頍?、雪茄與文創(chuàng)產(chǎn)品聯(lián)合定制包裝。6.2 旅游特產(chǎn)推廣6.2.1 宜與當?shù)剞r(nóng)產(chǎn)品生產(chǎn)基地、農(nóng)村合作社開展合作,為游客提供旅游特產(chǎn)及鄉(xiāng)村好物。6.2.2 在旅游特產(chǎn)區(qū)、鄉(xiāng)村振興區(qū)展示地方特色零食小吃、本地水果、臘貨等鄉(xiāng)村好物,向游客介紹并推廣本地特產(chǎn)。6.2.3 宜制作旅游特產(chǎn)及鄉(xiāng)村好物二維碼標簽,為游客提供掃碼介紹、現(xiàn)場下單及現(xiàn)場提貨或快遞到家服務。6.2.4 宜向游客提供帶有當?shù)靥厣?/p>
LOGO
的環(huán)保禮品袋或包裝盒。6.2.5 宜向游客提供旅游特產(chǎn)及鄉(xiāng)村好物團購或拼團服務。6.3 游客便捷服務6.3.1 宜向游客提供快遞代寄代收、代購、送貨、物品臨時寄存、失物招領、共享雨傘、WIFI
上網(wǎng)、電腦手機充電、辦公用品、文印等服務。6.3.2 6.3.3 宜向游客提供旅游地圖、美食地圖,為游客推薦引導旅游線路。6.3.4 宜在文旅宣傳區(qū)設置圖書吧,打造宣傳背景墻,播放文旅宣傳片,制作特色文旅二維碼。6.3.5 宜組織或參加各類面向游客的免費接送、景區(qū)義務講解等志愿服務活動。6.3.6 依托新時代文明實踐點,結(jié)合文旅特色,傳播文明新風尚。6.4 文創(chuàng)產(chǎn)品推薦6.4.1 與當?shù)匚穆弥鞴懿块T合作推廣文旅特色產(chǎn)品,打造文創(chuàng)產(chǎn)品禮盒。6.4.2 宜將當?shù)靥厥獾貥?、自然景觀、名人詩句、歷史人物、歷史事件融入到文創(chuàng)產(chǎn)品中。1-5DB43/T
2756.2—6.4.3 宜在文創(chuàng)產(chǎn)品區(qū)將文創(chuàng)產(chǎn)品按照主題、用途、價格、歷史背景等進行展示。6.5游客休憩服務6.5.1 宜在休閑體驗區(qū)開辟休憩場地,設置休息座椅、影音設備等休閑設施。6.5.2宜設置專屬休息區(qū)域,為母嬰、患病殘疾或行動不便的特殊游客提供休憩服務。6.5.3宜向游客提供冷熱飲水、小食餐飲等服務。6.6 游客云上服務6.6.1 宜建立線上粉絲群/會員群,發(fā)布店內(nèi)產(chǎn)品及當季旅游信息,為游客提供線上咨詢服務。6.6.2宜依托線上社交平臺,在重要旅游節(jié)點、節(jié)假日,開展直播、短視頻宣傳。6.6.3宜依托線上交易平臺,提供文創(chuàng)產(chǎn)品、鄉(xiāng)村好物、旅游特產(chǎn)等產(chǎn)品的線上展示、銷售服務。6.7 結(jié)算支付服務6.7.1 提供包含現(xiàn)金、銀行卡、移動支付、數(shù)字人民幣等全渠道結(jié)算服務,宜提供無感支付服務。6.7.2 向游客提供有效的購物憑證,便于追溯管理。6.
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