Consulting consumers about the properties of taste characteristics. Provide advice to the buyer on consumer properties, methods of care, storage of fur products. Staffing of consulting centers on the basis of FGUZ - centers of hygiene and epidemiology

Job descriptions

Non-food seller

Description of works. Customer service : offering and displaying goods, demonstrating them in action, helping in the selection of goods. Consulting consumers about the purpose, properties, quality, design features of goods, rules for caring for them, the state of fashion of the current season; offering new interchangeable goods and related assortment goods, calculating the purchase price and issuing a sales receipt. Registration of a passport for a product that has a warranty period of use. Packaging goods, handing over a purchase or handing it over for control. Control of the timeliness of replenishment of the working stock of goods, their safety, serviceability and correct operation of equipment, cleanliness and order at the workplace. Preparation of goods for sale: unpacking, assembling, picking, checking operational properties, etc. NS preparation of the workplace: checking the availability and serviceability of trade and technological equipment, inventory and tools; placement of goods by groups, types and grades, taking into account the frequency of demand and convenience of work. Receiving and preparing packaging material. Cleaning of unsold goods and containers. Preparation of goods for inventory. If necessary - work on cash registers and special computer systems, reconciliation of the amount of sales with the readings of cash counters. Counting checks (money) and submitting them in accordance with the established procedure.

Must know: assortment, classification, bar coding, characteristics and purpose of goods, methods of using and caring for them, rules for decoding the article, labeling and bar codes; retail prices; methods of selection, measurement of cut, picking of goods; product size scales and rules for their determination; basic requirements of State standards and other normative documents on standardization for the quality of goods, packaging and labeling; types of marriage and rules for the exchange of goods; warranty periods for the use of goods; the device and rules for the operation of serviced commercial and technical equipment, cash registers and special computer systems; ways to reduce the loss of goods; Law of the Republic of Belarus "On Protection of Consumer Rights", Basic Rules for Conducting Retail Trade and Trade and Industrial Activity on the Territory of the Republic of Belarus; rules for the sale of goods in accordance with the assortment of the store.

Required vocational education or training according to an established program in courses.

Description of works. In addition to the requirements for the seller of non-food products of category III, the following works: participation in the receipt of goods, notification of the administration about the presence of substandard goods, expired, with hidden defects that do not correspond to documents certifying quality and safety; preparation and design of gift and holiday sets; in-store window dressing; control of their condition; study of consumer demand.

Must know: assortment, characteristics, purpose of goods, methods of using them and caring for them; the state of fashion of the current season; techniques and methods of active service of various contingents of consumers, taking into account their gender, age, level of knowledge about the product and other features; the main types of raw materials and materials used for the manufacture of goods, methods of their recognition; main suppliers of goods, features of the range and quality of their products; basic principles of the arrangement of trade and technological equipment; design principles for in-store showcases; methods of summarizing data on customer demand; rules for the sale of goods in accordance with the assortment of the store.

Required work experience in the profession of "seller of non-food products" of the III category at least 2 years.

Description of works: In addition to the requirements for the seller of category II non-food products, the following works are performed: receiving goods from the warehouse; participation in the inventory; preparation and execution of product reports, acts of marriage, shortage, re-grading of goods and acceptance certificates for the transfer of material values; resolution of disputes with consumers in the absence of administration; management of the work of sellers of non-food products of lower qualifications.

Must know: the procedure for accepting goods from suppliers; rules for the rejection of goods; basic requirements of standards and specifications for the quality of goods, containers and their labeling; principles of window display design; the procedure for carrying out an inventory, the procedure for drawing up and processing commodity reports, acts for marriage, shortage, re-grading and acceptance certificates for the transfer of material values; the Law of the Republic of Belarus "On Protection of Consumer Rights", Basic Rules for Conducting Retail Trade and Trade and Industrial Activity on the Territory of the Republic of Belarus; rules for the sale of goods in accordance with the assortment of the store.

Required secondary specialized (vocational) education without requirements for work experience or work experience in the profession of "seller of non-food products" of the II category for at least 3 years.

Grocery seller

Description of works. Customer service: cutting, weighing and packing goods, calculating the purchase price, checking the details of the check, issuing the purchase. Consulting consumers about the properties, taste characteristics, culinary purpose and nutritional value of certain types of goods, proposing new, interchangeable goods and related assortments. Control of the timeliness of replenishment of the working stock of goods, their safety, serviceability and correct operation of trade and technological equipment, cleanliness and order at the workplace. Preparation of goods for sale: checking the name, quantity, grade, price, condition of the packaging and correct labeling; unpacking, visual inspection, stripping, cutting, cutting of goods. Preparation of the workplace : checking the availability and serviceability of equipment, inventory and tools; sharpening, editing tools, setting scales. Receiving and preparing packaging material. Placement of goods by groups, types and grades, taking into account the frequency of demand and convenience of work. Filling in and attaching price labels. Counting checks (money) and submitting them in accordance with the established procedure. If necessary, work on summing machines and special computer systems, reconciliation of the amount of cash receipts with the readings of cash counters. Cleaning of unsold goods and containers. Preparation of goods for inventory.

Must know : assortment, classification, bar coding, characteristics, purpose, nutritional value and retail prices for goods; signs of good quality of goods; rates of natural loss of goods and the procedure for their write-off; rules for the operation of serviced commercial and technological equipment, cash registers and special computer systems; techniques and methods of customer service; ways to reduce product losses; sanitary rules and norms; Law of the Republic of Belarus "On Protection of Consumer Rights"; Basic rules for conducting retail trade and trade and production activities on the territory of the Republic of Belarus; rules for the sale of goods in accordance with the assortment of the store.

Required vocational education or training according to an established program.

Description of works: in addition to the requirements for the seller of food products of the III category, performance of the following types of work: participation in the receipt of goods to replenish shop windows and working stock in the trading floor; notification to the administration about the presence of expired goods, not suitable for sale, with hidden defects, which do not correspond to documents certifying quality and safety; decoration inside store windows, control of their condition; study of consumer demand.

Must know: the main types of raw materials used for the manufacture of goods; methods of reducing the loss of goods during storage and sale; design principles inside store windows; main suppliers, features of the range and quality of their products; basic principles of the structure of the serviced trade and technological equipment; techniques and methods of serving various contingents of consumers, taking into account their gender, age, level of knowledge about the product and other features; sanitary rules and norms; Law of the Republic of Belarus “On Protection of Consumer Rights,“ Basic Rules for Conducting Retail Trade and Production Activities in the Territory of the Republic of Belarus; rules for the sale of goods in accordance with the assortment of the store.

Required work experience in the profession “seller of food products” of the III category at least 2 years.

Description of works. In addition to the requirements for the seller of food products of the II category, the following works are performed: receipt of goods from the warehouse, determination of their quality by organoleptic characteristics, selection of samples for laboratory analysis; preparation of applications for the repair of trade and technological equipment; preparation of product reports, acts of marriage, shortage, re-grading of goods and acceptance certificates for the transfer of material values; participation in the inventory; resolution of disputes with consumers in the absence of representatives of the administration; managing the work of lower-skilled food sellers.

Must know: the procedure for accepting goods from suppliers; basic requirements of standards and specifications for the quality of goods, containers and their labeling; rules for the rejection of goods; the simplest organoleptic methods for determining the quality of goods; sampling and sampling rules for determining the food suitability of goods; principles of window display design; the procedure for carrying out an inventory, drawing up and processing of commodity reports, acts for marriage, shortage, mis-grading of goods and acceptance certificates for the transfer of material values; progressive forms and methods of customer service; sanitary rules and norms; Law of the Republic of Belarus “On Protection of Consumer Rights”, Basic Rules for Conducting Retail Trade and Trade and Industrial Activity on the Territory of the Republic of Belarus; rules for the sale of goods in accordance with the assortment of the store.

You should be aware that a visitor to any shopping facility who examines a product is more likely to purchase it only if there is comprehensive information about this product. Often, the information on the packaging contained in the promotional materials does not fully satisfy the potential buyer.

This problem can always be eliminated, for example, through sociability, the competence of sales consultants. However, as practice has shown, most people do not welcome intrusive service.

Therefore, to the questions: "What interests you?" or "Can I help you?" they answer: “I'll see it myself” or “Thank you, don’t need it,” and some of them “disappear” right there and then.

This behavior of potential buyers is explained by various reasons (and there are many of them):

• sometimes prefer to make a choice in a calm atmosphere, without the participation of, for example, a consultant;
• sometimes the reason is that buyers rely only on their competence in terms of choosing the product they need;
• the couple, due to their shyness, do not seek advice from sales consultants;
• do not trust the seller;
• the purpose of visiting a shopping facility is sometimes ordinary interest, curiosity, and not purchase;
• closed nature.

People love to buy, but they don't like being sold. This is the alphabet of sales.

Correct customer relationship:

• At the beginning of the conversation with the client, try to pinpoint his needs;
• do not put pressure on the client, as he needs time to think;
• If you are asked for advice, do not try to sell a slow-moving product;
• offer not only the most expensive products, give a choice;
• in a conversation with a buyer, concentrate on solving his problem, rather than on selling as such;
• always make alternative offers if the buyer has not found a product;
• congratulate each customer on the eve of the holiday: "Happy Holidays!", or more specifically: "Merry Christmas!" (instead of the usual please);
• sort out complaints without delay, do not waste time - this will only worsen the situation. Ask the customer how they would like to resolve the problem and do your best to accommodate them. Make sure the issue is resolved.

Advise correctly:

• advise only those who ask for it, or those who at least do not object to your consultation;
• try to help in everything: find the right product, show where the numbers indicating the expiration date are (often they are located so that it is very difficult to find them);
• Explore the field of your labor battle and become a good guide for buyers;
• do not show the buyer with a gesture where the desired rack with the product or department is, walk the buyer to the place, or at least take two steps with him in the right direction (unless, of course, at the moment, of course, you are not working with another buyer or you simply cannot leave from the workplace). And no disgruntled facial expressions! The customer is your guest;
• know everything about the product - "to the point". To do this, you need to constantly learn and read a lot;
• be prepared to act as a consultant even in matters of culinary excellence. For example, if you work in the “Vegetables and Fruits” department and you have an avocado on sale, be sure to have two or three recipes for salads from this fruit in stock. Moreover, shrimps, which, for example, are among the ingredients of a salad, will be immediately bought by a grateful customer in your store;
• The sales assistant works like a doctor: he listens attentively, recommends, but does not force. He "makes the correct diagnosis," that is, finds out the true need. So you need to consult honestly, with a desire to help and do everything so that the buyer does not regret the purchase. The seller has a great responsibility.

Provision of information services in a pharmacy

Provision of information services in a pharmacy

Lecture:

Topic: Consulting and informing consumers of pharmaceutical services.

Currently, there is an increase in the social importance of pharmaceutical workers, which is due to an increase in their active participation in the process of pharmacotherapy. This participation is realized at the stage of pharmaceutical consultation of patients on the choice of over-the-counter drugs and control over their use. The ultimate goal of every patient contact is to prevent, identify and solve potential drug therapy problems. For this, pharmacists and pharmacists must have the skills of professional, medically competent communication with the patient.

Providing information about medicines (drugs) to the population is the direct responsibility of a pharmacy specialist, enshrined in a number of legal and regulatory documents, since the effectiveness of pharmacotherapy largely depends on this.

In terms of its content, forms of organization, pharmaceutical information must comply with new management methods. It must be prompt, reliable, accessible, complete and secure.

The main goal of communicating with the patient is the patient's correct understanding of the information provided to him about drugs. An indicator of the success of a patient's education is the effectiveness of the teaching. It is determined by the understanding of the information provided to him and the ability to use it correctly. Information communication is considered to be effective when the message means the same thing both for the sender (doctor, pharmacist-consultant) and for the recipient of the information (patient).

Depending on where the patient is consulted, for example, in a pharmacy, referral service, pharmacy kiosk, clinic, individual components of the consultation may vary, but usually include the following professional functions of a pharmaceutical worker in patient education:

• identification of the patient's correct understanding of the dosage regimen and doctor's prescriptions;
• integration of information related to drugs with information about the patient himself (for example, the presence of bad habits - smoking, alcohol abuse, concomitant chronic diseases);
• advice to the patient in connection with possible side effects from the use of drugs;
• search for additional information on the means used by the patient;
• work on replacing the drug, in the event of its absence or high price, with a generic or therapeutic analogue;
• informing about possible incompatibilities of the prescribed drugs with other drugs and food products.

Mastering the principles of providing information services is especially relevant in the context of the development of market relations in the drug supply system. Completeness, accuracy, and adequacy of information provided to its consumers characterize the quality of information and advisory services and, ultimately, the quality of the pharmacy organization's work.

Domestic and foreign practice of consumer information services has shown that the quality of information and consulting services is the higher, the more the service is focused on the real needs and needs of the patient for certain information. Patient orientation in the provision of information services is not only a modern pharmaceutical practice strategy promoted by WHO, but also an urgent need.

Providing information services, you must remember about its safety. Safely st the provision of pharmaceutical services is a set of requirements for the quality of professional actions of a pharmacist and must be ensured during its provision. The safety of the provision of pharmaceutical services is understood as the safety of the process of its implementation, which provides professional protection against internal and external threats from the pharmacist and protects the rights of the consumer.

Compensation for damage related to harm caused to human health as a result of the use of drugs and illegal actions of subjects of drug circulation is carried out in accordance with the Fundamentals of the legislation of the Russian Federation on the protection of citizens' health.

If, when a prescription drug is dispensed, the patient, as a rule, already has information received from the doctor about the diagnosis and reason for prescribing the drug, about its correct use, then in the case of dispensing a drug without a doctor's prescription, the pharmacist is fully responsible for informing the patient.

The pharmacist must remember that taking any drug is associated with a risk. This is due not only to the properties of drugs, but also to the personal qualities of a pharmaceutical worker, who takes responsibility for certain recommendations that he gives to the patient. In this case, it is necessary to take into account the characteristics of the patient who sought advice, try to find out the true motives for seeking help. The pharmaceutical worker should always remember that:

• it is better not to recommend drugs when you know that the patient can do without it; advise him to use non-drug treatments;
• there is an iatrogenic disease caused by improper prescription and use of drugs;
• Sincerely helping your patients to solve health problems, you can overload them with unnecessary information, which will provoke the acquisition of an unreasonably large amount of drugs.

Providing information and consulting services, the pharmacist must be ready to defend their actions or justify them if it was necessary to act in one way or another in the patient's interests.

Thus, it is necessary to organize an effective system of information support for pharmaceutical workers within the framework of the provision of pharmacy information services provided to the population in the amount required for the correct and safe use of drugs.

According to statistics, a huge number of potential consumers, when visiting shopping centers, make the final choice of goods. directly at counters and showcases... Their choice very often depends on the successful presentation of goods on the shelves, on packaging, trust in the manufacturer, and on the opportunity to get acquainted with new products.

It is here that consulting plays an important role, because a detailed story about the taste or technical parameters of goods, their advantages, creates buyers' confidence in the manufacturer.

The consultation process allows you to solve a number of problems:

• Successfully present a new product
• Attract the attention of a large number of potential buyers
• Provide the buyer with an opportunity to get acquainted with a future purchase
• Direct the consumer to specific products
• Influence the consumer's choice by persuading and changing his intentions

Our specialists will conduct a competent selection, develop a program and conduct trainings for consultants, draw up projects, prepare a promotional form and POS materials. Our vast experience allows us to carry out with various types of products.

Shopping customer service Is a set of operations performed by store employees when selling goods. It should be organized so that buyers can purchase all the desired items with the least investment of time and with the greatest convenience.

General scheme of trade service for customers in stores:

1) meeting buyers - the initial operation of the shopping service process. To attract attention, a variety of advertising media are used, as well as interior decoration. When visiting a store, the opinion of the buyer about him is formed, so here he must meet a friendly and attentive attitude. At the same time, the cleanliness of the sales area and the appearance of the sellers are essential;

2) identification of buyers' demand - the seller is obliged, without waiting for the buyer's question, to politely ask what goods he wants to buy. Having ascertained the intentions, the seller must offer the buyer the appropriate products or, if not needed, recommend a substitute product. In self-service stores, buyers choose the product themselves, but the seller can provide advice;

3) consultation and display of goods - while consulting the buyer, the seller must know the properties of the goods, be able to

Show the product in action (for example, technically complex goods - televisions, tape recorders), know the norms of consumption of goods (for example, the consumption of fabric for sewing a product), modern fashion trends, conditions of storage and care of goods, etc. In some cases, stores attract highly qualified specialists for consultation - dietitians, fashion designers, etc. Consultations should be comprehensive, and advice - objective. There should be no imposition of a product, no desire to sell it at all costs;

4) technical operations for the release of goods - selection of the desired goods, measuring, weighing, cutting, etc. The implementation of such operations depends on the range of goods. So, when selling food products, weighing is the main procedure. It is typical for the dispensing of a number of non-food products (bulk materials, nails, etc.). When selling fabric, tulle products, braid, ribbons, electric cord, the most laborious part is measuring. When selling by the self-service method, the selected goods are placed in inventory baskets and sent with them to the settlement node, where purchases are paid. This is also where the operations for packing and handing over the purchase are carried out;

5) payment for the purchased goods is an important part of the shopping service for buyers. Accurate adherence to the calculation rules, the choice of its most appropriate system, the selection of cash registers and the training of persons associated with the calculation, can significantly increase the speed of customer service and the culture of trade;

6) packaging of goods - the final operation of the process of shopping service to buyers, which requires certain skills from the seller.