DB43-T 2756.2-2023 卷煙零售終端服務文旅融合指南 第2部分：服務

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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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發(fā)布

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實施湖南省市場監(jiān)督管理局

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2756.2—前言························································································································

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規(guī)范性引用文件······································································································13

術語和定義············································································································14

總體原則···············································································································15

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服務內容···············································································································26.1 卷煙品牌推介···································································································26.2 旅游特產推廣···································································································26.3 游客便捷服務···································································································26.4 文創(chuàng)產品推薦···································································································26.5 游客休憩服務···································································································36.6 游客云上服務···································································································36.7 結算支付服務···································································································36.8售后維權服務···································································································37

服務策略···············································································································3DB43/T

2756.2—本文件按照

GB/T

—《標準化工作導則 第

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部分：標準化文件的結構和起草規(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容可能涉及專利。本文件的發(fā)布機構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—

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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 商品經營服務質量管理規(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量要求DB43/T

2756.1 卷煙零售終端服務文旅融合 第

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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

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16868

法規(guī)要求。4.3 結合當地特點，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，提升服務質量。5.2 業(yè)務技能5.2.1 掌握卷煙和非煙商品的質量保管方法、食品安全等基本知識。5.2.2 熟知所經營商品的分類、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、現金找零等技巧，結帳服務快捷準確。5.2.5 宜掌握一定的旅游知識，熟悉當地旅游資源。6

服務內容6.1 卷煙品牌推介6.1.1 根據當地文旅特色在卷煙背柜、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 結合當地特色文旅產品、門店經營數據進行關聯商品陳列。6.1.3 6.1.4 宜在卷煙價格標簽上定制包含當地文旅特色的品牌賣點二維碼。6.1.5 宜結合當地文旅特色設計制作主題伴手禮盒，將不同卷煙規(guī)格、雪茄定制包裝，或將卷煙、雪茄與文創(chuàng)產品聯合定制包裝。6.2 旅游特產推廣6.2.1 宜與當地農產品生產基地、農村合作社開展合作，為游客提供旅游特產及鄉(xiāng)村好物。6.2.2 在旅游特產區(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。6.2.3 宜制作旅游特產及鄉(xiāng)村好物二維碼標簽，為游客提供掃碼介紹、現場下單及現場提貨或快遞到家服務。6.2.4 宜向游客提供帶有當地特色

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的環(huán)保禮品袋或包裝盒。6.2.5 宜向游客提供旅游特產及鄉(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、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，結合文旅特色，傳播文明新風尚。6.4 文創(chuàng)產品推薦6.4.1 與當地文旅主管部門合作推廣文旅特色產品，打造文創(chuàng)產品禮盒。6.4.2 宜將當地特殊地標、自然景觀、名人詩句、歷史人物、歷史事件融入到文創(chuàng)產品中。1-5DB43/T

2756.2—6.4.3 宜在文創(chuàng)產品區(qū)將文創(chuàng)產品按照主題、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)布店內產品及當季旅游信息，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)產品、鄉(xiāng)村好物、旅游特產等產品的線上展示、銷售服務。6.7 結算支付服務6.7.1 提供包含現金、銀行卡、移動支付、數字人民幣等全渠道結算服務，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.