XX大型零售业培训专员手册

was obvious that he was very embarrassed. When I asked him what he was doing, he smiled guiltily and then put the parcel on the desk. He explained that his diet was so strict that he had to reward himself occasionally. Then he showed me the contents of the parcel. It contained five large bars of chocolate and three bags of sweets! Lesson52 A pretty carpet 漂亮的地毯We have just moved into a new house and I have been working hard all morning. I have been trying to get my new room in order. This has not been easy because I own over a thousand books. To make matters worse, the room is rather small, so I have temporarily put my books on the floor. At the moment, they cover every inch of floor space and I actually have to walk on them to get in or out of the room. A short while ago, my sister helped me to carry one of my old bookcases up the stairs. She went into my room and got a big surprise when she saw all those books on the floor. This is the prettiest carpet I have ever seen, she said. She gazed at it for some time then added, You dont need bookcases at all. You can sit here in your spare time and read the carpet! Lesson53 Hot snake 触电的蛇At last firemen have put out a big forest fire in California. Since then, they have been trying to find out how the fire began. Forest fire are often caused by broken glass or by cigarette ends which people carelessly throw away. Yesterday the firemen examined the ground carefully, but were not able to find any broken glass. They were also quite sure that a cigarette end did not start the fire. This morning, however, a fireman accidentally discovered the cause. He noticed the remains of a snake which was wound round the electric wires of a 16,000-volt power line. In this way, he was able to solve the mystery. The explanation was simple but very unusual. A bird had snatched up the snake from the ground and then dropped it on to the wires. The snake then wound itself round the wires. When it did so, it sent sparks down to the ground and these immediately started a fire.Lesson54 Sticky fingers 粘糊的手指After breakfast, I sent the children to school and then I went to market. It was still early when I returned home. The children were at school, my husband was at work and the house was quiet. So I decided to make some tarts for tea. In a short time I was busy mixing butter and flour and my hands were soon covered with sticky pastry. At exactly that moment, the telephone rang. Nothing could have been more annoying. I picked up the receiver between two sticky fingers and was dismayed when I recognized the voice of Mrs Bates. It took me ten minutes to persuade her to ring back later. At last I hung up the receiver. What a mess! There was pastry on my fingers, on the telephone, and on the door-knobs. I had no sooner got back to the kitchen than the door-bell rang loud enough to wake the dead. This time it was the postman and he wanted me to sign for a registered letter !Lesson55 Not a gold mine 并非金矿Dreams of finding lost treasure almost came true recently. A new machine called The Revealer has been invented and it has been used to detect gold which has been buried in the ground. The machine was used in a cave near the seashore where-it is said-pirates used to hide gold. The pirates would often bury gold in the cave and then fail to collect it. Armed with the new machine, a search party went he did not like it. She enjoyed herself making the assistant bring almost everything in the window before finally buying the dress she had first asked for.Lesson58 A blessing in disguise? 是因祸得福吗？The tiny village of Frinley is said to possess a cursed tree. Because the tree was mentioned in a newspaper, the number of visitors to Frinley has now increased. The tree was planted near a church fifty years ago, but it is only in recent years that it has gained an evil reputation. It is said that if anyone touches the tree, he will have bad luck; if he picks a leaf, he will die. Many villagers believe that the tree has already claimed a number of victims. The vicar has been asked to have the tree cut down, but so far he has refused. He has pointed out that the tree is a useful source of income as tourists have been coming from all parts of the country to see it. In spite of all that has been said, the tourists-have been picking leaves and cutting their names on the tree-trunk. So far, not one of them has been struck down by sudden death!Lesson59 In or out ？ 进来还是出去？Our dog, Rex, used to sit outside our front gate and bark. Every time he wanted to come into the garden he would bark until someone opened the gate. As the neighbours complained of the noise, my husband spent weeks training him to press his paw on the latch to let himself in. Rex soon became an expert at opening the gate. However, when I was going out shopping last week, I noticed him in the garden near the gate. This time he was barking so that someone would let him out ! Since then, he has developed another bad habit. As soon as he opens the gate from the outside, he comes into the garden and waits until the gate shuts. Then he sits and barks until someone lets him out. After this he immediately lets himself in and begins barking again. Yesterday my husband removed the gate and Rex got so annoyed we have not seen him since. Lesson60 The future 卜算未来At a village fair, I decided to visit a fortune-teller called Madam Bellinsky. I went into her tent and she told me to sit down. After I had given her some money, she looked into a crystal ball and said: A relation of yours is coming to see you. She will be arriving this evening and intends to stay for a few days. The moment you leave this tent, you will get a big surprise. A woman you know well will rush towards you. She will speak to you and then she will lead you away from this place. That is all. As soon as I went outside, I forgot all about Madam Bellinsky because my wife hurried towards me. Where have you been hiding ? she asked impatiently. Your sister will be here in less than an hour and we must be at the station to meet her. We are late already. As she walked away, I followed her out of the fair. Lesson61 Trouble with the Hubble 哈勃望远镜的困境In future, astronauts will be required to descend from a spaceship while it is still in space and to return to it. The ability to do this will be necessary in future flights to distant planets. Scientists are now trying to discover if this is possible. The spaceship Astra which left the earth a short time ago, will be travelling three hundred miles into space. At a certain point, the Astra will stop for a short time and an astronaut will attempt to leave the stationary spaceship and then return to it. We shall not know whether the experiment has been successful until we have received a radio message. The first message is expected to arrive at 7 oclock this evening. By that time, the Astra will have been flying through space for seventeen hours and will have circled the earth a great many times. When the first radio messages have been received, the results of the trip will be announced immediately.Lesson62 After the fire 大火之后Firemen had been fighting the forest fire for nearly three weeks before they could get it under control. A short time before, great trees had covered the countryside for miles around. Now, smoke still rose up from the warm ground over the desolate hills. Winter was coming on and the hills threatened the surrounding villages with destruction, for heavy rain would not only wash away the soil but would cause serious floods as well. When the fire had at last been put out, the forest authorities ordered several tons of a special type of grass-seed which would grow quickly. The seed was sprayed over the ground in huge quantities by aeroplanes. The planes had been planting seed for nearly a month when it began to rain. By then, however, in many places the grass had already taken root. In place of the great trees which had been growing there for centuries, patches of green had begun to appear in the blackened soil. Lesson63 She was not amused 她并不觉得好笑Geoffrey Hampden has a large circle of friends and is very popular at parties. Everybody admires him for his fine sense of humor-everybody, that is, except his six-year-old daughter, Jenny. Recently, one of Geoffreys closest friends asked him to make a speech at a wedding reception. This is the sort of thing that Geoffrey loves. He prepared the speech carefully and went to the wedding with Jenny. He had included a large number of funny stories in the speech and, of course, it was a great success. As soon as he had finished, Jenny told him she wanted to go home. Geoffrey was a little disappointed by this but he did as his daughter asked. On the way home, he asked Jenny if she had enjoyed the speech. To his surprise, she said she hadnt. Geoffrey asked her why this was so and she told him that she did not like to see so many people laughing at him!Lesson64 The Channel Tunnel 海峡隧道In l858, a French engineer, Aime Thome de Gamond, arrived in England with a plan for a twenty-one mile tunnel across the English Channel. He said that it would be possible to build a platform in the centre of the Channel. This platform would serve as a port and a railway station. The tunnel would be well-ventilated if tall chimneys were built above sea-level. In 1860, a better plan was put forward by an Englishman, William Low. He suggested that a double railway tunnel should be built. This would solve the problem of ventilation, for if a train entered this tunnel, it would draw in fresh air behind it. Forty-two years later a tunnel was actually begun. If, at the time, the British had not feared invasion, it would have been completed. Recently, there has again been great interest in the idea of a Channel Tunnel. If it is built, it will connect Britain to Europe for the first time in history.Lesson65 Jumbo versus the police 小象对警察Last Christmas, the circus owner, Jimmy Gates, decided to take some presents to a childrens hospital. Dressed up as Father Christmas and accompanied by a guard of honour of six pretty girls, he set off down the main street of the city riding a baby elephant called Jumbo. He, should have known that the police would never allow this sort of thing. A policeman approached Jimmy and told him he ought to have gone along a side-street as Jumbo was holding up the traffic. Though Jimmy agreed to go at once, Jumbo refused to move. Fifteen policemen had to push very hard to get him off the main street. The police had a difficult time, but they were most amused. Jumbo must weigh a few tons, said a policeman afterwards, so it was fortunate that we didnt have to carry him. Of course, we should arrest him, but as he has a good record, we shall let him off this time.Lesson66 Sweet as honey! 像蜜一样甜！The Hatheld Puffin is a modern aero-plane, but its designer, Mr John Wimpenny, is finding it difficult to get it off the ground. The reason for this is that this plane is also a bicycle. Its pilot has to pedal hard to get it into the air. After Mr Wimpenny had the plane built, it was tested thoroughly. In 1961, it was the first man-powered aircraft to fly half a mile. While being flown by a champion amateur cyclist in 1963, the plane crashed on an airfield. Since then, Mr Wimpenny has had it rebuilt. He has had the length of the wings increased so that they now measure 93 feet-almost as long as those of a Dakota. Many people have shown interest in this new and unusual sport. But though air cyclists may learn how to fly over short distances, and may, eventually, even get across the English Channel, it is doubtful whether they will ever cycle across the Atlantic.Lesson67 Volcanoes 火山Haroun Tazieff the Polish scientist, has spent his life-time studying active volcanoes and deep caves in all parts of the world. In 1948, he went to lake Kivu in the Congo to observe a new volcano which he later named Kituro. Tazieff was able to set up his camp very close to the volcano while it was erupting violently. Though he managed to take a number of brilliant photographs, he could not stay near the volcano for very long. He noticed that a river of liquid rock was coming towards him. It threatened to surround him completely, but Tazieff managed to escape just in time. He waited until the volcano became quiet and he was able to return two days later. This time, he managed to climb into the mouth of Kituro so that he could take photographs and measure temperatures. Tazieff has often risked his life in this way. He has been able to tell us more about active volcanoes than any man alive. Lesson68 Persistent 纠缠不休I crossed the street to avoid meeting him, but he saw me and came running towards me. It was no use pretending that I had not seen him, so I waved to him. I never enjoy meeting Bert Dykes. He never has anything to do. No matter how busy you are, he always insists on coming with you. I had to think of a way of preventing him from following me around all morning.Hullo, Bert, I said. Fancy meeting you here !Hullo, Elizabeth, Bert answered. I was just wondering how to spend the morning-until I saw you. Youre not busy doing anything, are you ? No, not at all, I answered. Im going to. .Would you mind my coming with you ? he asked, before I had finished speaking. Not at all, I lied, but Im going to the dentist. Then Ill come with you, he answered. Theres always plenty to read in the waiting room !lesson69 But not murder! 并非谋杀！I was being tested for a driving licence for the third time. I had been asked to drive in heavy traffic and had done so successfully. After having been目 录I.培训专员的工作目标II.培训专员的职责III.培训专员的素质要求IV.培训环境与协调V.培训组织VI.实习组织VII.员工教练管理VIII.未来经理项目（FT）跟踪IX.培训管理X.新店培训XI.培训专员的实习计划XII.培训专员的工作检查清单XIII.培训课程I. 培训专员的工作目标根据本公司公司的发展战略、商店的营运目标及员工发展的需要，积极、有效地组织商店的培训，使商店人员了解企业文化，掌握公司流程和标准，具备应有的知识和技能，以增强对企业的认同感，向顾客提供优质的服务并能高效率地完成日常工作。II. 培训专员的职责- 根据商店营运工作和员工发展的需要确定培训需求，并制定培训计划；- 及时组织对新员工、厂商代表和新晋升管理人员及调换岗位人员的培训；- 对培训课程的进行组织、协调和管理；- 落实并跟踪员工的实习计划，参与对管理人员的实习评估；- 向商店管理层和HR提供员工培训及实习情况；- 管理员工的培训档案和培训记录；- 负责商店新进人员的入职培训；- 负责员工和厂商代表的顾客服务培训；- 负责员工教练队伍的建立、辅导、协调和管理工作；- 管理商店的产品知识考核体系；- 支持并跟进未来经理项目和其它员工发展项目；- 支持本区域的新开店培训工作；- 完成总部和区域培训部制订的商店年度和月度培训计划；- 按时向区域和总部递交商店培训周报等常规报表并提供各类培训反馈。III. 培训专员的素质要求- 深刻领悟企业文化并了解公司的发展战略和商店的营运目标；- 热爱零售培训工作；- 熟悉商店营运；- 具有良好的团队合作精神和主动工作意识；- 具有良好的沟通、协调、计划、组织能力；- 具有良好的授课表达能力；- 具备学习能力和进取精神并善于自我激励。IV. 培训环境与协调 店长室 培训工作在商店有效开展并在能营造良好的培训氛围，能否得到店长室的支持至关重要。作为培训专员，请把握以下三个关键词：主动、专业、清晰。- 主动与商店总经理和店长沟通培训安排情况，提交简要的培训报表，并了解对培训的期望和要求，让店总、店长持续了解并关注商店的培训状况；- 主动向店长室反映巡店状况，并提供日常营运管理的改进建议；- 主动向店长室汇报员工培训考核评估情况，并提供员工发展建议；- 在管理层例会上介绍商店培训情况并得到商店管理层的支持，从而形成重视培训的良好氛围；- 邀请店总、店长作为内部培训讲师，对商店管理层及员工进行培训及经验分享，培训专员需在课程开发过程中提供协助；- 组织各种商店培训活动时获取店长室的支持；- 邀请店总或店长在入职培训上致欢迎辞；- 邀请店总或店长参加员工教练例会。 部门经理和主管 部门经理和主管作为商店的中坚力量，是培训专员必须经常进行沟通的一个团队，合作时请把握以下关键词：有效、自信、耐心。- 主动与部门经理和主管沟通部门培训情况，让部门经理可以更加关注本部门员工的培训和发展；- 向部门经理和主管介绍员工教练的工作情况，让部门经理对员工教练的工作给予积极支持；- 与部门经理和主管沟通新员工培训及实习事宜并跟踪落实情况；- 向部门经理和主管了解员工的发展愿望和培训需求；- 向部门经理和主管反映巡店时发现的问题并给出建议；- 激发并组织部门经理和主管作为内部培训讲师并提供必要协助。 HR HR与培训在日常工作中属于一个团队，彼此相互协调、互相帮助。所以，必须与HR保持良好的合作关系，主动分享培训项目和活动的进展情况，将培训与员工发展相结合。- 主动向HR经理介绍商店培训组织及落实情况，并获得工作上的支持；- 主动向HR了解与员工发展有关的公司人力资源管理政策；- 向HR收集新员工和厂商代表的入职情况、员工岗位及职务变化情况；- 向HR反馈员工培训和实习考核及评估成绩，以作为转正及评定的依据之一；- 邀请HR经理向新员工介绍公司的人员管理政策及薪资福利待遇；- 向HR介绍商店员工的发展状况。 员工教练 员工教练是商店培训体系的重要组成部分，由培训专员直接带领。能否很好发挥这个团队的功能和潜力，很大程度上决定了商店的培训氛围和培训落实状况，。- 向员工教练介绍员工培训和实习的计划、落实、跟踪及评估方式；- 对员工教练进行新员工辅导技巧的培训；- 提升员工教练的专业知识和技能，关心其发展并创造机会；- 对员工教练的工作给予支持、帮助、跟踪、考核和激励。 专项讲师 专项讲师能对于推动商店的销售实战技巧起到很大的作用，培训专员应该关注并指导这个团队，从他们的身上学习更多的顾客服务的实际工作经验。- 向专项讲师进行授课技巧的培训；- 对专项讲师给予指导和激励；- 定期收集整理成功的销售案例。 区域培训部 商店培训专员直线向区域培训部汇报工作，这也就意味着区域培训部对培训专员的实际工作成效和个人的发展负责。因此，商店培训专员与区域培训部的沟通应是直接的、双向的和专业化。- 区域培训部向培训专员明确公司的发展目标、介绍区域的营运动态及重大活动项目；- 培训专员应完成区域培训部提出的商店培训工作的要求和计划；- 培训专员将接受区域培训部组织的专业培训、参加定期的业务沟通与交流活动；- 由区域培训部提供培训课程的材料及其它培训工具；- 定期向区域培训部提供“培训周报”和培训汇总数据，并接受工作指导；- 在工作遇到困难时向区域培训请求支持和帮助；- 向区域培训部提出个人发展的愿望；- 区域培训部参与对培训专员的评估和考核。 总部培训部 总部培训部根据公司的发展战略和业务增长的需要，制定培训工作的长期规划和短期目标，对全公司的培训资源进行有效整合，并且负责公司统一的、标准化的培训体系的建立、发展、维护和管理，这包括新的培训课程和工具的开发和确认。- 总部培训部将对区域培训的工作给予支持、帮助和监督；- 向由区域培训部提供培训课程的材料及其它培训工具；- 向区域提供并且协调内部和外部的培训资源；- 各区域的培训创新活动通过总部培训部进行推广。V. 培训组织1. 需求确定在新员工入职、员工升职或调动岗位时，将产生培训需求。培训专员应根据商店营运的需要和员工发展的要求确定培训需求。此外，为了配合公司项目的推广，还需组织专门的培训。 新员工和厂商代表入职在新员工及厂商代表入职时，应作相应的安排并将接受下述培训：- 建立新入职人员的培训档案；- 培训专员及时组织入职培训；- 培训专员指导员工教练制定培训和实习计划并跟踪落实情况；- 培训专员进行基础的顾客服务培训；- 所属部门的员工教练进行相关的商品知识、商店流程、营运知识、岗位技能的培训；- 员工教练对员工进行SAP、收银机、CALYPSO、SPC、HHT等系统操作的培训；- 供应商对厂商代表进行商品知识的培训，培训专员应进行确认；- 员工教练指导员工进行实习；- 培训专员安排HP公司对员工进行SAP系统培训；- 培训专员与员工教练对员工和厂商代表进行考核、评估，并将其培训结果向HR和相关部门负责人反馈；- 员工只有完成入职培训和其它相关培训并通过考核，达到“商店员工知识与技能结构”中的普通员工的要求才能正式上岗。入 职入职培训健康与安全岗位职责商店概况公司简介企业文化工作技能流程与规定顾客服务商品知识岗位代理在岗实习轮岗实习实 习评 估书面考试口头考试模拟考核组 织培训专员教 练管理人员协 调跟 踪授 课考 评讲 授示 范指 导考 评跟 踪考 评考 核培 训合格员工 新入职人员的培训组织如下图所示： 员工发展培训专员关注员工的发展，通过培训提高员工的知识、技能水平，能加强员工对企业的认同感，激发员工的工作热情；另一方面，提升员工的聘用价值也是公司向员工做出的承诺。员工的发展途径如下图所示：普通员工资深员工销售专家管理人员商品部管理人员普通员工资深员工非商品部员工在各个发展阶段的知识与技能构成如下表所示：商店员工知识与技能结构顾客服务商品知识流程与规定工作技能管理能力管理人员1. 顾客服务管理；2. 顾客投诉管理。1. 商品的流行趋势和生命周期。1. 商店流程；2. 财务管理规定；3. 营运审批权限；4. 人事审批权限。1. BIW数据查询；2. 销售报表分析；3. 促销实施与管理；4. 成本与预算控制；5. 利润维护；6. 风险防范；7. 供应链和物流体系；8. 初步的财务知识。1. 面试技巧；2. 沟通与激励；3. 辅导与授权；4. 绩效评估；5. 团队建设。销售专家1. 购买行为与消费心态；2. 顾问式销售技巧与关系维护。1. 其它部门（至少一个子类）商品的特性、用途及与家庭装潢相关的知识。资深员工1. 正确提问技巧；2. 按性能、优点、好处介绍商品；3. 有效处理顾客投诉。1. 本部门一个子类商品与家庭装潢相关的知识。1. 商品销售情况；2. 库存维护与管理；3. 有效地订货。1. 商店的货架设备；2. 商店平面图；3. 商品展示规划图。普通员工1. 顾客服务理念；2. 公司服务标准；3. 与顾客有效沟通；4. 基本销售技巧。1. 所在部门商品的类别；2. 本部门所有子类商品特性和用途；3. 商品的安装和维护要求及相关的售后服务。1. 本部门的流程和规定；2. 商店服务政策；3. 顾客投诉规定；4. 盘点知识。1. 商品标识；2. 商店陈列标准；3. SAP/HHT/CALYPSO收银系统等的操作；4. 部门设备操作。入职1.公司简介；2.企业文化；3.商店概况；4.岗位职责；5.健康与安全培训专员应与员工直接进行交流与沟通，了解员工的发展愿望，与其所在部门的经理、主管一起，为其制定发展计划，以帮助员工提升。培训专员也可通过“培训需求调查表”向员工征求培训需求。 员工晋升员工晋升或加入公司的人员发展计划，其今后的工作性质、职责和要求都发生了变化，主要将会有下述培训需求：- 营运技能- 管理能力- 商店流程- 公司制度培训专员重点关注新晋升主管的培训需求。另外，还需配合晋升经理、店长员工FT第1和2级的培训工作。培训专员应与新晋升或预备晋升人员的直属上级（经理、店长、商店总经理）一起为其制定培训和实习计划，安排合适的同级或更高级别的员工作为其教练。本店无培训资源的课程，应向城市培训主管或区域培训部提出培训需求。培训专员应对培训和实习过程进行跟踪，与培训对象的教练、直属上级进行定期回顾，在培训完成之后，对其进行考核和评估。培训专员应将晋升和发展人员的培训结果向商店总经理、HR反馈。 员工岗位调换员工和管理人员岗位调换时，其工作内容和要求也就发生了变化，将会产生下述培训需求：- 商品知识- 工作技能- 商店流程- 公司制度员工教练为换岗员工制定培训和实习计划，实施培训并指导实习。培训专员为换岗管理人员制定培训和实习计划，跟踪培训和实习过程，并对其进行考核和评估。 商店营运需要培训专员可通过下述方式确定营运培训需求：- 关注商店的营运动态；- 参加商店管理层会议；- 与商店总经理和店长沟通，了解他们对培训的期望和要求；- 与部门经理和主管沟通，了解他们对培训的期望和要求；- 在工作现场观测员工及厂商代表的实际工作表现；- 分析神秘顾客调查报告和顾客投诉案例；- 对员工和厂商代表进行考核，特别是现场的模拟考核；- 关注公司流程、标准和制度的变化；- 关注总部、区域、小区提出的新的或强调的营运要求及组织的重大活动。 项目培训需要本公司是建材零售行业的领头羊，是一个创新型企业，总是不断地推出新的项目。目前已有的项目有：招商银行分期付款、小区开发、地板安装等。培训专员应根据总部培训部提供的培训材料，在项目正式启动之前组织并完成培训及进行考核。2. 培训准备 制定计划培训内容在确定了培训需求之后，可根据“本公司商店培训课程清单”选择相应的培训课程。课程清单上的是本公司已开发的并经本公司总部培训部正式确认的培训课程。在培训课程无法满足培训需求的情况下，培训专员可选择：1）自行开发；2）向区域培训部提出需求。应根据营运对培训需求的迫切程度、总部及区域组织的活动和项目安排培训课程。培训对象根据员工所承担的职责（职务和岗位）、通过培训将产生的效益、需要解决的问题、加入公司的时间等，结合所能提供的培训资源（讲师能授课的时间、培训能安排的时间、培训费用等）确定培训对象。为了达到最佳的培训效果，应合理地安排每批培训的人数。培训讲师进行商店培训的可以是下述讲师：- 培训专员- 同区域的其他培训专员- 员工教练- PSS专项讲师- 本店的其他人员（商店总经理、店长、经理、主管、员工、促销员等）- 通过城市培训主管安排的同城市其它商店的人员- 通过区域培训部安排的同小区、同区域其它商店的人员- 通过区域培训部安排的区域总部、全国总部人员- 供应商培训时间培训时间的安排应避免与商店营运工作发生冲突。参与人员多、培训时间长、非紧急的、集中的专题培训应避开营运高峰，特别是是黄金周前后，而应安排在销售淡季，像元旦-春节-元宵期间、北方的冬季、华东的梅雨季节等。一般一周当中周五至周日不适合安排培训；周一、周二不适合安排管理人员培训。事先可与商店总经理、店长、部门经理及主管协调培训时间。培训地点需根据培训方式、参加人数、使用设备等，与培训讲师沟通，选择合适的培训地点。可供选择的培训地点有：- 工作场所（如销售区域的货架前）- 培训教室- 店内可供使用的其它场所（如安居课堂）- 外借场所培训地点需提前预定好，以避免与商店的其它安排发生冲突。 发布通知在完成培训计划之后，培训专员需填写“培训课程计划”，提前2天张贴在商店信息栏/培训