圣保罗地板-导购员培训手册定稿

2、各系列产品介绍 ………………………… 15
英伦印象系列 设计灵感追溯及风格总述 产品卖点（产品材质、漆色、工艺）
路易 玫瑰系列 ………………………… 24
设计灵感追溯及风格总述 产品卖点（产品材质、漆色、工艺）
浪漫 温莎情系列 ………………………… 28
设计灵感追溯及风格总述 产品卖点（产品材质、漆色、工艺）
充分汲取了此灵感艺德于2004年推出了浪漫温莎情系列家具集合英式乡村的追求温暖舒适和恬静的生活理念将浪漫气息提炼到家具的设计中精心的布料选择和家具漆色搭配以及木匠纯手工雕刻的热情投入让消费者有回归自然浪漫生活之感至今在市场上仍占有主流地位
艺德家居——
《店面销售人员培训手册 》
目录
前言
1、我们为什么要培训？ 培训的原因及目的阐述……………………………. 1
客观的说出你的个性优点
你觉得作为一个好的销售 人员还需要具备什么特殊本领？
销售过程中有什么瓶颈让你难以达到自
销售过程中你遇到了什么问题
……….
销售过程中，你是否也存在以下问题？
对自己做出一个客观的评价后，看看以下的这些情况你是否写出或者发现有所遗漏？
产品专业知识不到位，缺乏主动学 习的意识，不懂得面对顾客的质疑 没有一个积极的心态和良好的销售状态 对竞争产品市场不熟悉，无法引导客户消费，反被客户思路牵着走 对顾客消费心理、需求把握不准 产品展示千篇一律，品牌形象模糊 销售技巧没有创新，销售方式陈旧
大多数销售人员看到这个问题，第一反映都是：卖的是商品。我们家具行业 的，回答肯定是：卖的是家具。
家具的确属于一种商品。是商品就有价值，销售人员通过销售实现价值。 商品价值体现，以我们的家）
品牌价值
附加价值

PART.1导购接待步骤●第一阶段：销售开启一、待机（对应“注视”）所谓待机就是商店已经营业，顾客还没上门或暂时没有顾客光临之前，导购代表边做销售准备、边等待接触顾客的机会。

导购代表在待机过程中，不仅要想法设法吸引顾客的视觉，用整理商品、宣传品等方法引起顾客的注意，还要随时作好迎接顾客的准备。

但是，如果待机时间太长，容易造成导购人员扎堆聊天、吃东西、剪指甲、化妆、精力不集中等现象发生。

◆待机原则：1）正确的待机姿势将双手自然下垂轻松交叉于胸前，或双手重叠轻放在柜台上，两脚微分平踩于地，身体挺直、向前微倾，站立的姿势不但要使自己不容易感觉疲劳，而且还必须使顾客看起来顺眼。

另外，在保持微笑的同时还要以极其自然的态度观察顾客的一举一动，等待与顾客做初步接触的良机。

2）正确的待机位置站在能够照顾到自己负责的商品区域，并容易与顾客做初步接触的位置为宜。

3）暂时没有顾客时从另一方面来讲，当眼前没有顾客时，导购代表仍保持正确的待机姿势是一件很痛苦的事情，有时也是徒劳。

导购代表应抓紧时间做其它工作：A、检查陈列区和商品。

随时清理自己负责的区域的环境卫生，认真检查商品质量，把有毛病或不合格的商品挑出来，尽可能地遮掩或移至相对隐蔽的位置，以防流入顾客手中，影响商店和本品牌的声誉。

B、整理与补充商品。

把顾客挑选之后的商品重新摆放整齐；查看当天的销售情况和记录；随时补充不足的商品；及时更换破损和不足的POP及宣传品；检查货架与商品的卫生。

C、其它准备工作学习充实有关商品和陈列技巧的知识；观察、学习别人的服务技巧，取长补短；注意竞品的销售状况和市场活动。

4）时时以顾客为重即有顾客来时，要立即停下手中的事，招呼顾客。

5）不正确的待机行为A.躲起来偷看杂志、剪指甲、化妆、吃零食等；B.几个人聚在一起嘀嘀咕咕，或是大声说话；C.胳膊拄在商品、货架上，或手插在口袋里；D.背靠着墙或依靠着货架，无精打采、胡思乱想、发呆、打哈欠；E.远离工作岗位到别处闲逛；F.目不转睛、不怀好意的盯着顾客的行动或打望顾客的衣服、容貌；G.专注于整理商品，无暇顾及顾客。

Micro Casa a LevaTraining ManualContentsOverview 1Models 1Specifications 1Features 1Available accessories 1Package contents 2Leva parts 3Assembly 4Operating instructions 4Making coffee 5Procedure 5Frothing or heating milk 7Refilling the boiler 7Maintenance and cleaning 8Daily 8Weekly 8Background information 9Operating principles 9The group head 9Precautions 10Elektra srlVia a.Volta 18, 31030 Dosson di Casier (Treviso) Italy Fax. (39) 0422-490620 Tel. (39) 0422-490405–*******************Training manual – Micro casa a leva1ModelsAvailable in four versions: ▪ S1 Brass/copper ▪ S1CChrome▪ S1CO Chrome with Brass▪S1CB Chrome only machine with carry case. Includes an additional chrome boiler cover with Morano blue glass ball.SpecificationsWeight10 kg Boiler capacity 1.8 litres Height50 cm Base Diameter26 cmFeatures▪ Traditional lever extraction method ▪ Durable and hard wearing construction ▪ Easy to clean and operate ▪ Silent coffee extraction▪Powerful steam wand for creamy cappuccinos and smooth lattesAvailable accessories▪Dumping boxes, two types:▪ Coffee grinders, two models ▪ Cups, two types:TC (Cappuccino – Ivory)TE (Espresso – Ivory)▪Cleaning brush (SPA)Copper and brass finish (model MS)Chrome finish(model MSC)Brown wood base brass ball grip (SB) Black wood base, chrome ball grip (SBN)Training manual – Micro casa a leva2Micro casa a leva Instruction manual espresso coffee machinewith guarantee cardBoiler cover, handle (eagle or Morano blue ball) and brass bolt Boiler plug/ Pump leversafety release valvePlastic drip tray Brass or chrome drip tray coverCoffee handleSingle and double filter basketsDosing spoonTamperTraining manual – Micro casa a leva3decorative boiler cover handleboiler covermetal drip tray coverplastic drip trayswitch bolt to attach handle to coverboiler plug/safety release valveleversteam wandsteam wand tapfilter basketcoffee handleboiler pressure gaugeboiler water level gaugeelementindicator lightgroup head boilerTraining manual – Micro casa a leva41. Place plastic drip tray into position.2. Place chrome / brass drip tray cover into plastic drip tray.3. Attach lever handle securely.4. Place filter basket into coffee handle.5.Attach coffee handle to group head. 6. Attach eagle to boiler cover with metal bolt.1. Fill boiler with fresh, cold water until boiler level sight glass isnearly full. (For best results use filtered or bottled water.) 2. Screw the boiler plug/safety valve on securely (turn clockwise). 3. Place boiler cover into position.4. Ensure the steam wand tap is in the off position.5. Connect the electrical plug to a suitable 240V power outlet.6. Switch on power outlet, then switchon the machine at its on/off switch. A red lamp in the switch should glow, indicating power to the machine is on.The heating element indicator light will turn on and a soft boiling sound will be heard as the water heats. The element indicator light will go out when the boiler pressure reaches thegreen band of the pressure gauge (1–1.25 bars of pressure). This takes around 12 minutes. The machine isnow ready to make coffee.Screw pump lever clockwise into pumpand hand tighten.Steam tap in the OFF positionTraining manual – Micro casa a leva5Hot surfaces – some parts of this machine will become hot enough to cause burns, in particular the boiler and group head casings. The steam wand and boiler lid can also become too hot to touch. As well, if the machine is left on for extended periods (not recommended), the base can become uncomfortably hot.Boiler water level – it’s essential to ensure the boiler is never ▪ coffee beans freshly ground to the correct densityallowed to run dry, as the heating element will burn out.The main requirements for making good coffee are: ▪ filter basket filled with grounds to correct level, and evenly tamped ▪ correct temperature of the water passing through the grounds ▪cups, coffee handle and machine correctly heated.Procedure1. Ensure machine is warmed up , in particular the group head,coffee handle and filter basket. This can be done by placing the handle (fitted with a filter basket) into the group head, and pulling the pump lever down so water flows for about five seconds. Note: If there is no coffee in the handle, releasing the pump lever after pulling it down can cause the lever to return forcefully to the upright position, possibly causing injury. Hold the lever so it rises slowly . 2. Remove the heated handle/basket from the machine and: ▪To make a single cup — with the single cup filter basket fitted to the handle, add one level espresso dosing spoon of coffee grounds to the basket, and tamp down firmly. The tamped grounds should be approximately 4mm from the top of the basket. ▪To make a double cup — with the double cup filter basket fitted to the handle, add a level espresso dosing spoon of coffee grounds to the filter basket and tamp down firmly. Add another level dosing spoon of coffee grounds and tamp firmly. The tamped grounds should be around 4mm from the top of the basket, as below.The tamped coffee grounds should be around 4mm from the top of the filter basket.If too high, the handle won’t fit into the group head.hot4mmTraining manual – Micro casa a leva6Hold machine base and always keep elbow abovepump leverLever in fully loweredposition. Hold untilcoffee starts dripping. 3. Wipe off excess coffee grounds from the rim of the filter basket. 4. Fit the coffee handle securely intogroup head – to ensure it does not release during coffee extraction. Make sure the coffee handle is properly locked into position by moving it to the right to give a tight fit. Otherwise the handle can twist and release during coffee extraction. 5. Place coffee cup(s) onto drip tray. 6. Place one hand on the base of themachine to secure it. 7. Hold the lever with the other hand,keeping your elbow above the lever. 8. Push the lever down in a singlemotion while standing over the machine and keeping your elbow above the lever at all times. You’ll hear and feel water entering the group head chamber. 9. Hold the lever in this position untilcoffee begins to drip through. 10. Release the lever which will slowlyreturn to the upright position. 11. For more coffee, pull the lever downonce more. Wait for coffee to drip and release lever. The second extraction of coffee will flow more quickly.12. When the lever is fully raised, removethe coffee handle by slowly andcarefully pulling it horizontally to the left until a pressure releasing hiss is heard. Allow the pressure to slowly release to avoid splattering the coffee grounds. 13. Dump the used coffee cake into dumping box or by tapping thecoffee handle on a non-metal surface. 14. Rinse the handle/basket and return to the group head.Notes:▪ It normally takes 25–30 seconds to extract a shot of coffee. ▪Around 30ml of coffee is extracted per cycle of the pump lever.Make sure the coffee handle is securely fittedTraining manual – Micro casa a leva7You can froth or heat milk while coffee is being extracted. To do this: 1. Purge the steam wand of condensation by releasing steam into acontainer. 2. Fill a stainless steel jug with the required amount of milk. Avoidfilling jug much more than half way. 3. Immerse the tip of the steam wand into the centre of the jug, justbelow the surface of the milk. 4. Turn on the steam tap until you hear a soft “psst-psst” sound,which indicates the milk is being frothed. As the milk level rises, lower the jug to ensure the wand stays just under the surface of the milk to maintain the “psst-psst” sound. 5. When the milk is sufficiently frothed, lower the steam wand intothe milk to heat it. Move the wand around the milk to ensure even heating. Do not boil the milk!Correct temperature can be judged by holding your hand against the jug. When the temperature is too hot to the touch, wait four seconds or so, then turn off the steam.6. Remove the jug and immediately release a small amount ofsteam into a container to flush any milk deposits from the tip of the wand. Otherwise, the milk will dry, possibly blocking the wand and causing a health hazard. Also wipe the steam wand with a clean damp cloth to remove any milk before it dries.Refilling the boiler1. When the boiler level is less than a quarter full, turn off themachine. Then open the steam tap and allow all the boiler steam to release into a jug or suitable container.2. Remove the boiler cover. Use a cloth, as the cover will be hot.3. Carefully undo the boiler plug (it could be hot!), and refill theboiler. Replace the boiler plug and boiler cover and turn on the machine. It should be ready to make coffee in around five minutes.Turn steam tap on (as shown) and release boiler pressure untilgauge shows 0Training manual – Micro casa a leva8Daily1. Use a clean sponge, cloth or brush to clean the shower head andup inside the group head.Looking into the group head.Clean all parts, including the rubber sealing ringand the surface of the shower head.2. Place a cup onto drip tray and push the pump lever down to flusha small amount of water through the group head.3. Place a small jug of cold water under the steam wand and releasesteam to remove any milk deposits from the wand. 4. Wipe the surface of the wand with a soft damp cloth, including allgrooves or places where milk could build up. 5. Remove filter baskets from coffee handle and wash in warmsoapy water. Rinse them thoroughly under hot running water. 6. Remove the metal drip tray cover and plastic drip tray and washthem in warm soapy water. 7. Use a clean, wet paper towel or soft cloth to remove marks fromthe surface of the machine (while warm) and polish with a clean, dry soft paper towel or soft cloth. Do not use any alcohol, solvents or abrasive creams or cloths on the surface of the machine.WeeklyWith commercial espresso machine cleaning chemical1. Put three teaspoons of cleaning chemical into half a litre of veryhot water. 2. Place coffee baskets and handle into the solution to soak for 20 to30 minutes. Ensure that the bakelite part of the handle is not immersed in the solution.3. Rinse and wash all parts with warm soapy water.4. Rinse thoroughly in hot water.group headTraining manual – Micro casa a leva9 Operating principlesThe beauty of the Elektra Micro casa a leva is that it uses a traditional spring-loaded piston to produce the eight bars of pressure needed to pump hot water through the coffee grounds. The water in the boiler is heated to give a boiler pressure of around one bar of pressure. The boiler pressure is governed by a pressure release valve (called a pressure-stat ) that allows maximum pressure to be reached regardless of the boiler water level.The spring-loaded piston is compressed by pulling a lever down. This allows the pressurised boiler water to enter the group head chamber. When the lever is released, the spring causes the piston to return to the upright position, forcing water through the coffee grounds to extract a true flavoursome espresso.This machine allows the user to extract coffee and froth/heat milk at the same time.The group headThe coffee handle fits into the group head, with water flowing through a “shower screen”, as below. If the basket is too full, the grounds will press against the shower screen, stopping the handle from being fitted to the group head.Coffee handle and group head.Water passes through the shower screen to give aneven flow of water through the coffee grounds.The coffee handle has two lugs either side that locate into two slots in the group head. The handle is fitted by aligning the lugs and slots, then pushing the handle up so it can be twisted to the right.When the coffee handle is fitted into the group head, a rubber ringinside the group head seals against the top of the filter basket. It’stherefore important to make sure the top of the filter basket isclean and free of coffee grounds . Otherwise leakage can occur, and in some cases the rubber seal can become dislodged due to a build-upof coffee grounds behind the seal.Training manual – Micro casa a leva10▪Place machine on a suitable surface – which should be firm and low enough to allow easy operation of the pump lever. When you are pulling it down, your elbow should be above the lever at all times to give best control.▪The boiler plug/safety release valve– which should be firmly screwed into the top of the boiler before the machine is switched on. This device incorporates a pressure release valve (pressure stat) to regulate the boiler pressure. It should only be tightened by hand, as over-tightening can damage the valve. Turn the plug clockwise to tighten.▪When refilling the boiler, make sure all pressure has been released before removing the boiler plug.▪Other precautions are shown elsewhere, indicated with an exclamation symbol.Precaution symbolThe boiler plug, safety release valve.Turn clockwise to tighten.。

导购员培训内容导购员是零售行业中不可或缺的重要角色，他们的专业知识和销售技巧直接影响着商家的销售业绩。

为了提高导购员的服务质量和销售能力，许多商家都会进行导购员培训。

那么，导购员培训的内容包括哪些方面呢？下面将为您详细介绍导购员培训的内容。

1. 产品知识培训：作为导购员，掌握所售产品的知识是基本要求。

导购员需要了解产品的特点、功能、使用方法等，并能够将这些信息传达给顾客。

产品知识培训包括产品的品牌背景、产品种类及特点、价格、使用方法等方面的知识。

导购员需要通过培训掌握这些知识，以便在和顾客沟通时能够提供准确的信息和建议。

2. 销售技巧培训：导购员的主要工作是通过销售来完成商家的目标。

因此，销售技巧是导购员培训中重要的一部分。

销售技巧培训包括与顾客建立良好的关系、了解顾客需求、有效地推销产品、应对顾客异议等方面的技巧。

导购员需要通过培训学习这些技巧，以便更好地与顾客互动，提高销售转化率。

3. 服务意识培养：优质的服务是导购员的核心竞争力之一。

导购员培训中，通常也会加强对服务意识的培养。

导购员需要通过培训了解如何主动热情地接待顾客，如何有效地解答顾客的问题，如何提供个性化的推荐和建议等。

同时，还需要培养导购员的沟通能力和团队协作能力，以便更好地与同事和顾客进行合作和交流。

4. 店面陈列与形象培训：导购员在店面工作期间，店铺的整体陈列和导购员的个人形象都会直接影响顾客的购买决策。

因此，在导购员培训中也会加强店面陈列与形象的培训。

导购员需要了解店铺的陈列原则和技巧，以便将产品展示得更加吸引人。

同时，导购员的仪容仪表、形象气质等方面也会受到培训的关注。

5. 知识更新与学习能力培养：随着科技的快速发展和市场的不断变化，产品和行业知识也在不断更新。

导购员需要具备良好的学习能力，不断学习新知识，保持与市场同步。

因此，在导购员培训中也会加强对知识更新和学习能力培养的培训。

导购员需要通过培训了解如何获取最新的行业信息和产品知识，以便为顾客提供更准确、更全面的服务。