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

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65.160CCS

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43湖 南 省 地 方 標(biāo) 準(zhǔn)DB43/T

2756.2—2023卷煙零售終端服務(wù)文旅融合指南第部分：服務(wù)Cigaretteretailterminalserviceculturaltourismintegrationguide—Part2:Services2023

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發(fā)布

2023

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實(shí)施湖南省市場(chǎng)監(jiān)督管理局

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布DB43/T

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

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

術(shù)語(yǔ)和定義············································································································14

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

服務(wù)人員···············································································································15.1 基本素養(yǎng)·········································································································15.2 業(yè)務(wù)技能·········································································································26

服務(wù)內(nèi)容···············································································································26.1 卷煙品牌推介···································································································26.2 旅游特產(chǎn)推廣···································································································26.3 游客便捷服務(wù)···································································································26.4 文創(chuàng)產(chǎn)品推薦···································································································26.5 游客休憩服務(wù)···································································································36.6 游客云上服務(wù)···································································································36.7 結(jié)算支付服務(wù)···································································································36.8售后維權(quán)服務(wù)···································································································37

服務(wù)策略···············································································································3DB43/T

2756.2—本文件按照

GB/T

—《標(biāo)準(zhǔn)化工作導(dǎo)則 第

1

部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)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(wù)文旅融合指南》的第

1

部分，

2756

已經(jīng)發(fā)布了以下部分：——第

1

部分：建設(shè)；——第

2

部分：服務(wù)；——第

3

部分：管理。請(qǐng)注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識(shí)別專利的責(zé)任。本文件由湖南省煙草專賣(mài)局提出并歸口。南中煙工業(yè)有限責(zé)任公司、湘潭市文旅廣電局、湖南省標(biāo)準(zhǔn)化協(xié)會(huì)。健、趙妍、譚潤(rùn)、謝山泉、梁芬、豐家輝、胡如藍(lán)、張婷、史新穎、徐武龍、唐海云、李燦、胡淑愛(ài)、袁小敏、劉筱敏、龔荷茜、唐國(guó)偉、肖騰、李秀宏、張心貝。IIIDB43/T

2756.2—IVDB43/T

2756.2—

1

本文件提供了卷煙零售終端服務(wù)文旅融合服務(wù)方面的建議，并給出了相關(guān)信息。本文件適用于指導(dǎo)旅游特色卷煙零售終端開(kāi)展服務(wù)工作。2

規(guī)范性引用文件文件。GB/T

16868 商品經(jīng)營(yíng)服務(wù)質(zhì)量管理規(guī)范GB/T

17242投訴處理指南GB/T

18760 消費(fèi)品售后服務(wù)方法與要求GB/T

26356 旅游購(gòu)物場(chǎng)所服務(wù)質(zhì)量要求DB43/T

2756.1 卷煙零售終端服務(wù)文旅融合 第

1

部分：建設(shè)3

術(shù)語(yǔ)和定義DB43/T

2756.1

界定的術(shù)語(yǔ)和定義適用于本文件。4

總體原則4.1 堅(jiān)持誠(chéng)信經(jīng)營(yíng)，商品明碼標(biāo)價(jià)、明碼實(shí)價(jià)、服務(wù)規(guī)范、特色鮮明。4.2 所售商品滿足

GB/T

16868

法規(guī)要求。4.3 結(jié)合當(dāng)?shù)靥攸c(diǎn)，不斷創(chuàng)新服務(wù)方式，完善服務(wù)機(jī)制。5

服務(wù)人員5.1 基本素養(yǎng)5.1.1 禮貌待客，對(duì)游客熱情適度，尊重游客的道德信仰與風(fēng)俗習(xí)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(wù)。5.1.4 積極學(xué)習(xí)卷煙、食品銷(xiāo)售、文旅等專業(yè)知識(shí)，遵守崗位職責(zé)，恪守商業(yè)職業(yè)規(guī)范。5.1.5 宜使用普通話進(jìn)行交流，使用規(guī)范服務(wù)用語(yǔ)，服務(wù)語(yǔ)言文明、禮貌、簡(jiǎn)明、清晰，提倡運(yùn)用翻DB43/T

2756.2—譯工具，提供多國(guó)語(yǔ)言翻譯服務(wù)。5.1.6 自覺(jué)接受顧客監(jiān)督，聽(tīng)取顧客意見(jiàn)，提升服務(wù)質(zhì)量。5.2 業(yè)務(wù)技能5.2.1 掌握卷煙和非煙商品的質(zhì)量保管方法、食品安全等基本知識(shí)。5.2.2 熟知所經(jīng)營(yíng)商品的分類(lèi)、品種、性能、價(jià)格、布局、陳列、使用方法及服務(wù)程序等。5.2.3 熟練使用配備的設(shè)備和相應(yīng)的設(shè)施。5.2.4 熟練掌握各類(lèi)儲(chǔ)蓄卡、信用卡、支票等支付方式，以及偽鈔識(shí)別、現(xiàn)金找零等技巧，結(jié)帳服務(wù)快捷準(zhǔn)確。5.2.5 宜掌握一定的旅游知識(shí)，熟悉當(dāng)?shù)芈糜钨Y源。6

服務(wù)內(nèi)容6.1 卷煙品牌推介6.1.1 根據(jù)當(dāng)?shù)匚穆锰厣诰頍煴彻瘛⑶肮?、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(jié)合當(dāng)?shù)靥厣穆卯a(chǎn)品、門(mén)店經(jīng)營(yíng)數(shù)據(jù)進(jìn)行關(guān)聯(lián)商品陳列。6.1.3 6.1.4 宜在卷煙價(jià)格標(biāo)簽上定制包含當(dāng)?shù)匚穆锰厣钠放瀑u(mài)點(diǎn)二維碼。6.1.5 宜結(jié)合當(dāng)?shù)匚穆锰厣O(shè)計(jì)制作主題伴手禮盒，將不同卷煙規(guī)格、雪茄定制包裝，或?qū)⒕頍煛⒀┣雅c文創(chuàng)產(chǎn)品聯(lián)合定制包裝。6.2 旅游特產(chǎn)推廣6.2.1 宜與當(dāng)?shù)剞r(nóng)產(chǎn)品生產(chǎn)基地、農(nóng)村合作社開(kāi)展合作，為游客提供旅游特產(chǎn)及鄉(xiāng)村好物。6.2.2 在旅游特產(chǎn)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(chǎn)。6.2.3 宜制作旅游特產(chǎn)及鄉(xiāng)村好物二維碼標(biāo)簽，為游客提供掃碼介紹、現(xiàn)場(chǎng)下單及現(xiàn)場(chǎng)提貨或快遞到家服務(wù)。6.2.4 宜向游客提供帶有當(dāng)?shù)靥厣?/p>

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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(chǎn)及鄉(xiāng)村好物團(tuán)購(gòu)或拼團(tuán)服務(wù)。6.3 游客便捷服務(wù)6.3.1 宜向游客提供快遞代寄代收、代購(gòu)、送貨、物品臨時(shí)寄存、失物招領(lǐng)、共享雨傘、WIFI

上網(wǎng)、電腦手機(jī)充電、辦公用品、文印等服務(wù)。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(dǎo)旅游線路。6.3.4 宜在文旅宣傳區(qū)設(shè)置圖書(shū)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(lèi)面向游客的免費(fèi)接送、景區(qū)義務(wù)講解等志愿服務(wù)活動(dòng)。6.3.6 依托新時(shí)代文明實(shí)踐點(diǎn)，結(jié)合文旅特色，傳播文明新風(fēng)尚。6.4 文創(chuàng)產(chǎn)品推薦6.4.1 與當(dāng)?shù)匚穆弥鞴懿块T(mén)合作推廣文旅特色產(chǎn)品，打造文創(chuàng)產(chǎn)品禮盒。6.4.2 宜將當(dāng)?shù)靥厥獾貥?biāo)、自然景觀、名人詩(shī)句、歷史人物、歷史事件融入到文創(chuàng)產(chǎn)品中。1-5DB43/T

2756.2—6.4.3 宜在文創(chuàng)產(chǎn)品區(qū)將文創(chuàng)產(chǎn)品按照主題、用途、價(jià)格、歷史背景等進(jìn)行展示。6.5游客休憩服務(wù)6.5.1 宜在休閑體驗(yàn)區(qū)開(kāi)辟休憩場(chǎng)地，設(shè)置休息座椅、影音設(shè)備等休閑設(shè)施。6.5.2宜設(shè)置專屬休息區(qū)域，為母嬰、患病殘疾或行動(dòng)不便的特殊游客提供休憩服務(wù)。6.5.3宜向游客提供冷熱飲水、小食餐飲等服務(wù)。6.6 游客云上服務(wù)6.6.1 宜建立線上粉絲群/會(huì)員群，發(fā)布店內(nèi)產(chǎn)品及當(dāng)季旅游信息，為游客提供線上咨詢服務(wù)。6.6.2宜依托線上社交平臺(tái)，在重要旅游節(jié)點(diǎn)、節(jié)假日，開(kāi)展直播、短視頻宣傳。6.6.3宜依托線上交易平臺(tái)，提供文創(chuàng)產(chǎn)品、鄉(xiāng)村好物、旅游特產(chǎn)等產(chǎn)品的線上展示、銷(xiāo)售服務(wù)。6.7 結(jié)算支付服務(wù)6.7.1 提供包含現(xiàn)金、銀行卡、移動(dòng)支付、數(shù)字人民幣等全渠道結(jié)算服務(wù)，宜提供無(wú)感支付服務(wù)。6.7.2 向游客提供有效的購(gòu)物憑證，便于追溯管理。6.