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What are the codes of conduct for salespersons in toy and baby products retail places?

by:Toysmax     2021-05-05

China Toys and Baby Products Association officially issued and implemented the 'Code of Conduct for Salespersons in Toys and Baby Products Retail PlacesEnhance the service image of the industry. What are the specific contents, let's take a look at them in turn.

Proposed professional service requirements for salespersons for the first time

The 'Specifications' was jointly drafted and compiled by 34 leading production and sales companies in the industry organized by the association. The content mainly includes: job responsibilities, job quality, Appearance and appearance, behavior, sale of goods, return of goods, handling of abnormal situations, implementation and supervision, etc. In view of the sales characteristics of toys and baby products, it is emphatically stipulated that salespersons should understand the country's relevant laws, regulations and standards on the quality of toys and baby products, basic market conditions and development trends, the physiological and psychological development characteristics of children of different ages, and children's health care and Knowledge in intellectual development, etc.; familiar with product performance, price, usage and safety precautions; master the rules of civilized sales in retail places, knowledge of service etiquette, knowledge of product selling points, communication with customers and complaint handling procedures.

At the same time, the 'Code' sets requirements for professional service behaviors for salespersons in all aspects of the merchandise sales process: customers and children should actively greet the children, communicate with children softly and cordially, and use a half-squatting posture. Or squat down; if there are samples available for experience in retail establishments, and when customers bring children, they should actively solicit customer opinions and ask children to experience with samples. When children experience, they should ensure the safety of children; take the initiative to introduce national laws and regulations. The after-sales service regulations that the enterprise must bear; proactively inform the product shelf life, warranty period, safety warning content, and other product use and maintenance precautions that should be notified or prompted.

Toys and baby products service industry is distinctive

Liang Mei, executive vice president and secretary-general of China Toys and Baby Products Association, said: Toys and baby products are similar to general products. Different commodities have certain particularities: First, they have a wide range of categories, rapid updates, a wide range of professional knowledge involved, and continuous improvement of scientific and technological content; second, consumers are children, with high quality and safety requirements; third, product prices are relatively low. Consumers' awareness of rights protection is relatively weak. If the professional quality of the salesperson is not enough, the following situations may occur: one is to recommend products that are inconsistent with the children’s age group or not suitable for customers, which will not play a role in promoting the healthy development of children; the other is for products with safety warnings, Failure to prompt the customer, resulting in children not following the correct use method, resulting in accidental injuries; thirdly, they are not familiar with the function and use of the product and cannot provide professional guidance. After the customer purchases, they do not maximize the value of the product. With the continuous development of the industry, service innovation is more and more valued by industry companies than product innovation. Creating value through service has become the development goal of the company in the new stage. The association organized the drafting of the 'Specifications

First focus on improving the service level of retail places in first-tier cities.

Chairman Liang said: The association is carrying out the “brand self-discipline” with the theme of “caring for children’s growth and safety starting from me” throughout the country. China Tour” activity. As one of the key tasks in the event, the association first toured Beijing (Beijing specialty stores), Shanghai, and Guangzhou first-tier cities to organize 'Toys and Baby Products Retail Salesperson Training Classes, Salesperson of chain stores. By teaching laws and regulations, service etiquette, communication and sales skills, parenting knowledge, etc., improve the service level of salespersons and provide professional services to consumers.

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