1 xx-xx years, under the unified leadership and deployment of the Party Committee of our company, with the support of our brother cabinets and the concerted efforts of all members of Qi Xin, our cabinet team successfully completed the clothing sales task. The situation is summarized as follows:
In xx-xx, our cabinet team earnestly studied sales knowledge, strengthened self-cultivation, sincerely served customers, carried out the marketing activity of "Satisfying in xx, Serving Customers", thought what customers thought, strived to create a good shopping environment for customers, implemented all aspects of procurement, warehousing and sales, and strictly controlled the quality. Strive to ensure that no matter how many customers shop around, our xx clothing supermarket can also provide customers with high quality and low price goods. Smile service runs through the sales process, and they communicate with customers more. Through clothing sales, they talk to others more, enhance their self-confidence, and further understand how to communicate with customers, promote the style, color and price of clothing to meet their needs, and let customers accept your opinions and suggestions. Our cabinet team strives to establish a good corporate image, smiles at customers, treats customers sincerely, and sells products tailored for customers, which has won the recognition of customers. Customer satisfaction rate and repeat customers show a good momentum. In xx-xx, our cabinet team completed the sales task. ...
As a sales department of clothing supermarket, some employees, including me, were not very proficient in clothing knowledge and were not familiar with the new environment and new things when they first arrived at the supermarket. With the help of company leaders, we quickly learned about the nature of the company, its clothing market, as well as consumers and potential customers. My team has a neat staff, a unified understanding, and strive to do their own work. They have strong behavior restraint ability and deeply realize the important task as a member of the sales department. As the facade and window of the enterprise, his words and deeds also represent the image of xx. Therefore, the sisters of the cabinet group constantly expand their professional knowledge, improve their own quality, set high standards for themselves, accumulate some work experience in sales practice, better understand the dynamics of the whole clothing market, and walk in the forefront of the sales market. After this period of time, all the comrades in our cabinet group have grown into qualified sales personnel, and some have become sales backbones, making great contributions to the completion of xx-xx sales plan.
In xx-xx, under the care of the company leaders, I grew from an ordinary employee to the head of the cabinet, and I felt at a loss. On the one hand, the professional knowledge is poor and the business ability is not strong. On the other hand, I feel a lot of difficulties, lack of social experience, lack of education and other reasons make me feel very small and lack the courage to undertake heavy responsibilities.
When I started to be the head of the cabinet in July, the manager assigned me a task. I quarreled with the manager because I was timid and afraid of my incompetence. Through work practice and study, I understand the manager's good intentions. She is trying to give each of us a suitable position and development space. At work, I also realized that people are not born with everything. When you overcome the psychological barrier, everything becomes easy to solve. Therefore, the leader assigned me tasks to exercise me, and the support of my sisters at work and the smooth completion of sales performance enhanced my self-confidence. Because only strong self-confidence, clothing sales staff will think that they will succeed. At work, I am more serious and dedicated, sincerely serve customers, unite a group of people in the cupboard, and strive to learn clothing sales skills. I know that excellent clothing salesmen have much better professional knowledge of products than ordinary business people. For the same question, ordinary business people may need to consult the information before they can answer it, while successful clothing sales people can answer it immediately, concisely, accurately provide the information that customers want to know and give a satisfactory answer in the shortest time. Therefore, my sisters and I understand the product characteristics through various channels, and are busy with sales work, so that we can quickly and accurately find the purchase needs of different customers and win the trust of customers. I take clear goals, physical and mental health, strong ability to develop customers, self-confidence, professional knowledge, finding out customer needs, good explanation skills, being good at handling objections, tracking customers and collecting money as my regular business to learn. Encourage the sisters in the cabinet group to have the confidence to win the trust of customers, to serve customers enthusiastically, to fully understand which class the customers in the cabinet group need to belong to, to fully understand the preferences of customers, and to conduct targeted sales. The warm service of cabinet members left the best impression on customers, helped them to dispel their doubts and persuaded them to buy products in the shortest time.
In short, all employees of our cabinet group take xx as their home, firmly establish the professional concept of dedication and satisfaction with xx, love their jobs, unite and cooperate, greet customers with full enthusiasm, treat customers with thoughtful service and send them away with sincere smiles. Sisters treat customers of different ages, give full consideration to their needs in clothing brand, grade and price, and enthusiastically recommend fashionable, healthy, high-quality and low-price goods for them.
Qi Xin, the staff of our Cabinet Group, worked together to give full play to collective wisdom and creativity, forge ahead, unite and create excellence, and worked hard to create excellent marketing results for the Cabinet Group.
I have been working in the company since January, and I am very serious about my work. I can devote myself to my work with a proactive attitude, regardless of personal gains and losses. I am familiar with my workflow and can be strict with myself with high standards. Please see the annual personal summary of supermarket customer service below.
The nature of customer service determines that it requires high comprehensive quality of employees. We should not only know the layout of the store, but also be familiar with the products sold in the store in order to deal with customers' inquiries; You should not only have good language skills, but also know some work operations and solutions. I actively carry out my own work around the following work contents of the customer service desk: in-store and out-of-store guidance and consultation on shopping activities, emergency affairs handling, return and exchange handling, gift distribution, bag storage on behalf of customers, invoice issuing, customer complaint handling, member service, gift packaging, first-aid medicine box, sending and receiving letters, in-store broadcasting, dm distribution and distribution services. I take my daily work seriously. Respond to customers' inquiries politely and receive a large number of customers face to face every day (excluding telephone consultation). Treat customers' needs quickly, make customers feel valued, and truly "observe customers' needs carefully". The work of issuing invoices is very heavy, and this invoice should be issued once a day. If it is a holiday, the invoice will arrive every day. You should also explain to the customer that you can't open it at will with the content and date in the customer's mind. It is necessary to meet the billing requirements and satisfy customers. Gift distribution is the cooperation between my customer service department and the planning department or shopping mall. Gifts should be brought in, brought out and distributed carefully. Check the gift list carefully every day to make sure there is nothing missing. Always remind customers who forget to receive gifts. In addition, at work, I actively cooperate with my superiors and implement the resolutions of the department manager. At the same time, pay attention to unite colleagues and do dirty work ahead, such as carrying gifts, pushing shopping carts, delivering goods to customers and so on; Care for colleagues, learn from each other and make progress together. At present, I am familiar with and can abide by the company's rules and regulations, and can independently undertake and complete the tasks assigned by my superiors. In my daily work, I can study hard everywhere and pay attention to collecting and mastering work-related knowledge and experience.
Customer Service Annual Work Summary Part III Analysis of Domestic Economic Situation in 20xx
1, domestic economic situation. Affected by the financial crisis, the economic growth in the first quarter was slow. With the implementation of a series of policies to deal with the crisis and stimulate domestic demand, the domestic economic situation has improved since April, and the consumer confidence index has stopped falling and rebounded. The economy showed a ring-on-ring growth in the second, third and fourth quarters. It is estimated that the national gdp growth in xx will achieve the goal of 8%. Among them, the total retail sales of social consumer goods increased significantly, with the growth rate reaching 16% compared with last year. The gdp growth of Anhui Province in xx is expected to reach 1 1%, which is 3 percentage points higher than that of the whole country. Among them, the total retail sales of social consumer goods increased by 18. 7%。 Urban retail sales increased by 18.3%, and retail sales at or below the county level increased by 19. 1%. This year, rural consumption growth is higher than urban consumption growth for the first time.
2. Development of supermarket industry. Looking at the development of the supermarket industry in xx years, there are four characteristics.
(1) Sales were weak in the first quarter, and began to show chain-on-chain growth in the second, third and fourth quarters. Year-on-year promotion in xx increased, while retail gross profit decreased.
(2) Brand supermarkets have seized the secondary and tertiary markets, and the central region with relatively backward economy but great potential has become a hot spot for businesses to expand their competition, which has been fierce since the second quarter of xx.
(3) Brand supermarkets have outstanding and stable advantages in the primary and secondary markets, while local leading supermarkets have regional competitive advantages in the secondary and tertiary markets.
(4) Supermarket enterprises in secondary and tertiary markets will enter the second round of "shuffling". In order to pursue a new profit model, most supermarkets have expanded their operations in multiple formats.
Second, xx company data analysis
In xx, the total merchandise sales of Anhui Company was 310.7 million yuan, and the profit and tax were 1. 1 10,000 yuan, a year-on-year increase of 67%. The gross profit after sales tax was 29 1.6 million yuan, and the gross profit after sales tax was 9.2%, down 1.2 percentage points year-on-year; The comprehensive gross profit reached 59.2 million yuan, 95% of the annual plan was completed, and the comprehensive gross profit margin was18.8%; The company's total profit reached 3 million yuan.
Three. The company's main work performance in xx years
(1) Accelerate the expansion of stores and seize market opportunities.
1, open new stores, grab the market and ensure growth. In xx, the company has opened seven stores, including Ningguo Store, Zhongshan Store, Lingxi Store, Huangshan Second Store, Anqing Store, Dingyuan Store and Fanchang Store, with an additional business area of 39,000 square meters. At present, the total number of stores in the company has reached 17, and the network covers 8 cities in the province; The newly opened store achieved sales of 59.92 million yuan, accounting for 19% of the total sales, which effectively promoted the overall growth of the company's operation.
2. Seize the opportunity, find resources and lay the foundation. The company's development department takes the initiative to find ways to actively seek new resources for stores. In xx, eight new store development projects were signed in Shexian, Xiuning, Hanshan, Xuancheng and towns, which laid the foundation for the company and its sustainable development in xx.
3, the main business is given priority to, and there is a breakthrough in multi-format promotion. The commercial real estate development project of Tianfu Real Estate Co., Ltd., which is located in Fanchang Central City with 35 mu of land and nearly 654.38+10,000 square meters, is being redesigned and finalized. Xuancheng's 6,543.8+4,000 square meters international Tektronix Dragon Hotel, which integrates accommodation, catering and ktv entertainment, has been fully renovated and will be grandly opened on 1 6. The start-up and operation of two new business projects laid the foundation for the establishment of Tekelon Group, the implementation of multi-business operation, the pursuit of new profit model and sustainable development.
(2) Intensify the rectification of stores and tap the development potential.
1, "overall slimming". In view of the actual situation of loose staffing, unreasonable allocation and overstaffed staff in the store, in March this year, through comprehensive combing, the post staffing in the store was re-approved, and the general manager's office brought classes into the store to overcome difficulties and reduce the number of employees, totaling 220, thus achieving the purpose of reducing operating costs.
2. "Help yourself". In view of the poor operating performance of Tongling Store, Wuwei Store and other stores, the company conducted a special study and took measures to rectify. Among them, Tongling Store achieved the maximum loss reduction goal by reducing its business area by 3,000 square meters, streamlining more than 30 employees and subletting the second floor as a whole. The layout of Wuwei stores was adjusted and the night market operation was increased. After adjustment, the sales volume increased by more than 20% month-on-month.
3. "foster strengths and avoid weaknesses." This year, Fushan Store, Ningguo Store, Huangshan Store and Dingyuan Store have undergone fresh transformation. By adjusting the business model of vegetables, fresh meat and aquatic products from joint venture to self-operated, the joint venture of cooked food and fruit was changed, which strengthened the fresh promotion in the morning and evening markets, effectively improved the function of gathering fresh customers and greatly improved the business performance. The vegetable sales of Fushan Store increased from 1500 yuan/day to 3,000 yuan/day. Especially in the fierce competition of China Resources Su Guo, Dingyuan Store has stabilized its daily sales from a low of 40,000 yuan/day to 70,000-80,000 yuan/day through timely follow-up and adjustment of fresh food operation.
4. "Exploitation of resources". In view of the poor quality of the owners of Fushan Store's "Boutique District", the low-grade goods and the substandard benefits, after the Spring Festival in xx, the company re-planned the layout, decoration and investment promotion of the store's "window space", focusing on introducing the management of well-known brand clothing products, creating boutique department stores and making up for the goods in the store. It was widely recognized by consumers after its opening during the May Day period. Through the adjustment, not only the commodity grade has been significantly improved, but also the rental benefit has been improved from less than 6.5438+0.8 million yuan/year in xx to nearly 4.65438+0.5 million yuan/year in xx, with a year-on-year increase of nearly 230%.