家樂(lè)福常見(jiàn)詐騙案例ppt課件

1、l l l l l l l lPurposelTrainerlDurationlAt the end of this training you will be able tolStaff ConcernedlTraining Methodll癡絤揭祘擋盢暗l閩l癡絤l癡絤l丁ObjectiveAt the end of this training you will knowAttendantsTraining MethodTrainerDuration目的目的訓(xùn)練課程終了時(shí)，他將知道如何訓(xùn)練課程終了時(shí)，他將知道如何參與人員參與人員訓(xùn)練方式訓(xùn)練方式訓(xùn)練者訓(xùn)練者時(shí)間時(shí)間l 讓收銀員了解常見(jiàn)的詐騙案

2、例。讓收銀員了解常見(jiàn)的詐騙案例。l l l l 提高警惕，防止詐騙案的發(fā)生。提高警惕，防止詐騙案的發(fā)生。 收銀部全體員工收銀部全體員工投影儀投影儀 收銀主管收銀主管/ /助理助理1.5 1.5 小時(shí)小時(shí) All cashiersProjectorl Cashier chief / Assistant1.5 hourLet cashiers be familiar with usual cheating casesTo be alert and to prevent cases like these from re-occurring. 二位顧客在結(jié)帳時(shí)，顧作熟識(shí)，給收銀員呵斥一種二人認(rèn)識(shí)、一同

3、結(jié)帳的假象。當(dāng)掃描了一半時(shí)，前一位顧客將一部分已裝袋的商品拎走，當(dāng)收銀員終了掃描正要收錢(qián)時(shí)，后一位顧客說(shuō)收銀員多結(jié)帳，他與前一位顧客根本就不認(rèn)識(shí)，他沒(méi)買(mǎi)過(guò)帳單上辦部分的商品。 During scanning, 2 customers pretend to be acquaintance, the former customer took away part of the packed goods and left. After finishing scanning, the cashier ask the later customer to pay, the customer then com

4、plained that the cashier overcharged and he did not buy some of the items on the slip. 收銀員在結(jié)帳時(shí)，已掃描但尚未付款的商品千萬(wàn)不能分開(kāi)本人的視野。 Cashiers should always keep an eye on the unpaid goods during scanning. 兩位顧客買(mǎi)了一推車(chē)的物品, 乘過(guò)節(jié)商場(chǎng)擁堵,要求運(yùn)用信譽(yù)卡結(jié)帳，但這張卡是壞卡，無(wú)法結(jié)算。顧客提出先將帳單打出，然后去ATM取款，留下一人協(xié)助看商品。當(dāng)一人去“取款時(shí)，看商品的顧客乘收銀員忙時(shí)不留意帶著商品分開(kāi)。 On

5、 one holiday, the store is crowed, two customers bought 1 trolley of goods and want to use credit card for checking out. However, the card is invalid. They ask the cashier to hold on the goods, one is helping to take care of the goods, the other goes to the ATM to draw out the cash, the customer who

6、 is taking care of the goods stealthily left with the goods when the cashier is busy with scanning the goods. 收銀員必需執(zhí)行一手交錢(qián)一手交貨的原那么，讓保安或資深照看商品。 Cashier must ask the security or one senior to look after the goods till she gets the money. 一位顧客拿了一件10元的商品來(lái)結(jié)帳，當(dāng)他付給收銀員100元整鈔并在收銀錢(qián)箱翻開(kāi)時(shí)，說(shuō)有零錢(qián)并將這張百元紙幣拿了回去。經(jīng)過(guò)一翻尋覓后

7、，該顧客說(shuō)不好意思，沒(méi)有零錢(qián)，那他找吧。然后就等收銀員找零。假設(shè)收銀員一大意，就會(huì)在沒(méi)有收到錢(qián)款的同時(shí)，又“找零。而顧客會(huì)說(shuō)他錢(qián)已給了收銀員。 One customer come to the cashier line to check out with an item valued amount 10 RMB. When he gives the cashier 100 RMB and when the cashier drawer opens, he suddenly says that he has change and takes back the 100 RMB. After he

8、searches his pockets all over, he says to the cashier: “Sorry, I have not, please give me change. 首先收銀員應(yīng)該堅(jiān)持清醒的頭腦。其次，當(dāng)發(fā)生該類(lèi)事情時(shí)，在顧客零錢(qián)沒(méi)有找出來(lái)之前，不要將整鈔交給顧客。 Cashiers should keep cool, and never give change to customers before they take out their money.一位顧客買(mǎi)了很多商品，結(jié)帳時(shí)，他先點(diǎn)了一遍現(xiàn)金然后交給收銀員，當(dāng)收銀員也點(diǎn)了一遍且區(qū)分了真?zhèn)魏?，該顧客又說(shuō)好象不

9、能確認(rèn)，要求本人再點(diǎn)一遍。當(dāng)他再次清點(diǎn)時(shí)，乘收銀員不留意，迅速換了一張假鈔進(jìn)來(lái)或抽調(diào)一張。而后裝做很不好意思的樣子說(shuō)對(duì)的。當(dāng)收銀員再次收到這筆錢(qián)款時(shí)，誤以為沒(méi)問(wèn)題，剛剛剛點(diǎn)過(guò)無(wú)需在復(fù)點(diǎn)，便將這筆有問(wèn)題的錢(qián)款大意地收下了。 One customer bought a lot of items. During checking out, he counted the cash before he gave it to the cashier. After the cashier recount and made sure that there was no counterfeit, the cus

10、tomer required to count again to make sure the amount and quickly changed a counterfeit into the amount when the cashier was unnoticed. The cashier received the counterfeit without recounting. 收銀員當(dāng)然不能回絕顧客再次清點(diǎn)的要求，但一定要記?。阂亚妩c(diǎn)的錢(qián)款一但離手，再次收到時(shí)一定要不怕費(fèi)事，再次清點(diǎn)。 Cashiers certainly must not refuse customers reques

11、t to recount, but do remember, when she receives the amount counted by the customer the 2nd time, she should count one more.兩位外國(guó)顧客買(mǎi)了一些商品，結(jié)帳時(shí)，其中一位以需換取特定號(hào)碼的人民幣或換錢(qián)為由利用收銀員不懂外語(yǔ)并感到困惑時(shí)，在收銀員翻開(kāi)錢(qián)箱后，收銀員拿出一疊現(xiàn)金讓顧客自行挑選，顧客在收銀員的凝視下，迅速將人民幣翻找一番，然后將錢(qián)還給收銀員，分開(kāi)收銀臺(tái)。等收銀員醒悟過(guò)來(lái)核對(duì)現(xiàn)金時(shí)，發(fā)現(xiàn)曾經(jīng)少掉數(shù)千元。 2 foreign customers check-out on the cashier register , one of them asks to change cash (Using cashiers poor English and puzzled) ,after the cashier open the cash box and give the cash to customer to let the customer choose , the customer steel the money. 嚴(yán)禁顧客接觸營(yíng)業(yè)款，如發(fā)現(xiàn)顧客強(qiáng)行接觸，一定叫資深和保安過(guò)來(lái)，在核