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SB/T 10959-2013: Service management specification of retail enterprises
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| SB/T 10959-2013 | English | 209 |
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Service management specification of retail enterprises
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SB/T 10959-2013
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Basic data | Standard ID | SB/T 10959-2013 (SB/T10959-2013) | | Description (Translated English) | Service management specification of retail enterprises | | Sector / Industry | Domestic Trade Industry Standard (Recommended) | | Classification of Chinese Standard | A10 | | Classification of International Standard | 03.120.10 | | Word Count Estimation | 8,841 | | Quoted Standard | GB/T 16868; GB/T 19012; SB/T 10401 | | Regulation (derived from) | ?Ministry of Commerce Announcement 2013 No. 21; Industry-Standard-Filing Announcement 2013 No. 6 (Total No. 162) | | Issuing agency(ies) | Ministry of Commerce of the People's Republic of China | | Summary | This standard specifies the basic requirements of the retail business services, service etiquette as well as sales and service, cashier services and the specific requirements of other services. This standard applies to medium-sized entities operated retai | SB/T 10959-2013: Service management specification of retail enterprises---This is a DRAFT version for illustration, not a final translation. Full copy of true-PDF in English version (including equations, symbols, images, flow-chart, tables, and figures etc.) will be manually/carefully translated upon your order.
Service management specification of retail enterprises
ICS 03.120.10
A10
Record Number. 40286-2013
People's Republic of China domestic trade industry standards
Retail business service management standard
Issued on. 2013-04-16
2013-11-01 implementation
People's Republic of China Ministry of Commerce released
Foreword
This standard was drafted in accordance with GB/T 1.1-2009 given rules.
This standard is proposed and managed by the People's Republic of China Ministry of Commerce.
This standard was drafted. Federation of Chinese Business Economic stock company, Daikin Xinbai Department Stores Co. Ltd., Nanning Department Store shares
Parts Limited, Changchun Eurasia Group, Anhui commercial capital operations management center, Nanjing Central Department Store (Group) Co., Ltd., Xi'an Kaiyuan Suppliers
Co., Ltd., Jilin East Building Co., Ltd. hundred Holding Group Co., Ltd.
The main drafters of this standard. Jiaming Lin, especially the military, Huang dry, Cao Heping, Zhou Hongchun, Hu Xiaojun, Zhang Zheng, Gao Shan, Wang Aiqun, Ma Jin.
Retail business service management standard
1 Scope
This standard specifies the basic requirements for retail business services, specific service etiquette and sales service, cash register service and other services
Claim.
This standard applies to medium-sized entities shop operators and retail businesses.
Note. it refers to medium-sized retail enterprises with annual sales of more than 10 million yuan (including 10 million yuan) and the number of employees more than 100 people (including 100 persons) of the retail business.
2 Normative references
The following documents for the application of this document is essential. For dated references, only the dated version suitable for use herein
Member. For undated references, the latest edition (including any amendments) applies to this document.
GB/T 16868 Commodity Management Service Quality Management Specification
GB/T 19012 Quality Management Customer Satisfaction Organization Guidelines for complaints handling
SB/T 10401 commodity service evaluation system
3 Terms and Definitions
The following terms and definitions apply to this document.
3.1
Retailers retailenterprises
Mainly to sales of goods to consumers, and provides related services organization.
NOTE. rewrite GB/T 18106-2004, Definition 2.1.
3.2
Service service
In order to meet customer requirements, the result of contact between supplier and customer and supplier activities and internal activities generated.
NOTE. rewrite GB/T 16868-2009, definitions 3.2.
3.3
Customer requirements customerrequirements
Customers express, implied, potential demand and expectations.
NOTE. rewrite SB/T 10382-2004, definitions 3.10.
3.4
Customer satisfaction customersatisfaction
Customer satisfaction their requirements have been feeling.
NOTE. rewrite GB/T 19012-2008, definitions 3.4.
4 Basic requirements
4.1 should be consistent with GB/T 16868 requirements.
4.2 should be based on customer focus.
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