TODAY营运手册

目 录

第一章 TODAY企业文化

第一节、 总经理写给员工伙伴的一封信·································· 第二节、TODAY简介···················································· 第三节、TODAY经营理念················································ 第四节、TODAY人共勉··················································

第二章 认识了解便利店

第一节、便利店定义··················································· 第二节、便利店特征··················································· 第三节、便利店发展状况与前景········································· 第四节、便利店的竞争优势············································· 第五节、南宁便利店的发展空间·········································

第三章 给我们顾客绿色、便捷、舒适的服务

第一节、服务的定义·················································· 第二节、服务的心态及态度············································ 第三节、我们怎样去做好服务··········································

第四章 商品管理体系

第一节、商品基础知识··············································· 第二节、商品配送介绍··············································· 第三节、商品订货···················································

第四节、商品收货··················································· 第五节、商品调拨··················································· 第六节、退货及报损················································· 第七节、商品陈列··················································· 第八节、商品选择与订货············································· 第九节、商品促销··················································· 第十节、门店盘点···················································

第五章 营运设备的使用与维护

第一节、设备正确使用·············································· 第二节、设备开关时间表············································ 第三节、设备维修联系人············································

第五章 安全防范

第一节、常见安全问题············································· 第二节、各种安全问题解决方案与案例·······························

第六章 增值便利项目

第一节、目前公司有那些增值项目··································· 第二节、增值便利项目的好处······································· 第三节、各项项目操作方法及注意事项·······························

第七章 财务知识

第一节、门店现金管理（安全）······································

第二节、营业额管理（上交）········································ 第三节、发票管理················································· 第四节、单据管理·················································

第九章 TODAY人事管理

第一节、公司组织架构············································ 第二节、普升机制················································ 第三节、薪资福利················································ 附表：

第一章 认识了解便利店

第一节 便利店定义

便利店，是一种用以满足顾客应急性，便利性需求的零售业态。该业态最早起源于美国，继而生出两个分支，即传统型便利店与加油站型，便利店，前者在日本，中国台湾等亚洲诸国得以发展成熟，后者在欧美地区较为盛行;

而中国便利店的定义为：满足顾客便利性需求为主要目的的零售业态。

第二节、便利店特征

营业面积：20~100平方米；

营业时间：24小时营业，全年无休息；

商品结构：分为食品与非食品两大类，食品至少占全部商品的50%以上，而且有相当一部分是

休闲食品，非食品包括日常必需品和服务性商品（如代洗衣服，电话卡等）；

商品收入： 便利店任何一种商品出售的收入，不超出全店营业额的50%，否则被视为专门店； 管理理念：在硬件方面投资设备，以提高工作效率，追求更高的经营效率，在软件方面积极

改善与顾客的关系，想顾客之急需，以热情周到的服务，不断满足顾客期望值，争取更多忠实顾客

第三节 便利店发展史与现状

作为一种零售业态，便利店最初起源于美国，其兴起的主要原因是在超级市场步入大型化与郊外化后，给购物者带来在距离、时间、商品、服务等诸多方面的不便利。超级市场远离购物者的居住区，到超级市场购物需驾车前往；超级市场卖场面积巨大，商品品项繁多，购物者要花费大量的时间和精力挑选商品，且还需忍受“大排长龙”等候结帐之苦。

以上种种都使得那些想购买少量商品或满足即刻所需的购物者深感不便。由此，促成了便利