卷烟零售终端服务文旅融合指南 第2部分：服务 Cigarette retail terminal service cultural tourism integration guide — Part 2: ServicesDB43/T2756—2023 .243 湖南省地方标准 ICS CCS 65.160 X 98 发 布 湖南省市场监督管理局2023-0 9发布-27 2023-12实施-2 7 DB43/T 2756.2—2023 I 目 次 前言 ································ ································ ································ ························ Ⅲ 1 范围 ································ ································ ································ ····················· 1 2 规范性引用文件 ································ ································ ································ ······ 1 3 术语和定义 ································ ································ ································ ············ 1 4 总体原则 ································ ································ ································ ··············· 1 5 服务人员 ································ ································ ································ ··············· 1 5.1 基本素养 ································ ································ ································ ········· 1 5.2 业务技能 ································ ································ ································ ········· 2 6 服务内容 ································ ································ ································ ··············· 2 6.1 卷烟品牌推介 ································ ································ ································ ··· 2 6.2 旅游特产推广 ································ ································ ································ ··· 2 6.3 游客便捷服务 ································ ································ ································ ··· 2 6.4 文创产品推荐 ································ ································ ································ ··· 2 6.5 游客休憩服务 ································ ································ ································ ··· 3 6.6 游客云上服务 ································ ································ ································ ··· 3 6.7 结算支付服务 ································ ································ ································ ··· 3 6.8 售后维权服务 ································ ································ ································ ··· 3 7 服务策略 ································ ································ ································ ··············· 3 DB43/T 2756.2—2023 II DB43/T 2756.2—2023 III 前 言 本文件按照 GB/T 1.1 —2020《标准化工作导则 第1部分：标准化文件的结构和起草规则》的规 定起草。 本文件是 DB43/T 2756《卷烟零售终端服务文旅融合指南》的第 1部分，DB43/T 2756已经发布了 以下部分： ——第1部分：建设； ——第2部分：服务； ——第3部分：管理。 请注意本文件的某些内容可能涉及专利。本文件的发布机构不承担识别专利的责任。 本文件由湖南省烟草专卖局提出并归口。 本文件起草单位：中国烟草总公司湖南省公司、湖南省烟草公司湘潭市公司、湖南省烟草公司长沙 市公司、湖南省 烟草公司衡阳市公司、湖南省烟草公司郴州市公司、湖南省烟草公司张家界市公司、湖 南中烟工业有限责任公司、湘潭市文旅广电局、湖南省标准化协会。 本文件主要起草人：郭兴堃、马谊、刘丹、谢献球、贺东、曾小晖、资扬成、罗维斌、王霓、朱月 健、赵妍、谭润、谢山泉、梁芬、丰家辉、胡如蓝、张婷、史新颖、徐武龙、唐海云、李灿、胡淑爱、 何溪玉、李丽君、谭晨昱、张珣、丁洁、莫莉、宋夏、荣方勇、杨楸姗、粟赟、刘梅芳、孟园、王子涵、 袁小敏、刘筱敏、龚荷茜、唐国伟、肖腾、李秀宏、张心贝。 DB43/T 2756.2—2023 IV DB43/T 2756.2—2023 1 卷烟零售终端服务文旅融合 指南 第2部分：服务 1 范围 本文件提供了卷烟零售终端服务文旅融合服务方面的建议，并给出了相关信息。 本文件适用于指导旅游特色卷烟零售终端开展服务工作。 2 规范性引用文件 下列文件中的内容通过文中的规范性引用而构成本文件必不可少的条款。 其中， 注日期的引用文件， 仅该日期对应的版本适用于本文件；不注日期的引用文件，其最新版本（包括所有的修改单）适用于本 文件。 GB/T 16868 商品经营服务质量管理规范 GB/T 17242 投诉处理指南 GB/T 18760 消费品售后服务方法与要求 GB/T 26356 旅游购物场所服务质量要求 DB43/T 2756.1 卷烟零售终端服务文旅融合 第1部分：建设 3 术语和定义 DB43/T 2756.1界定的术语和定义适用于本文件。 4 总体原则 4.1 坚持诚信经营，商品明码标价、明码实价、服务规范、特色鲜明。 4.2 所售商品满足 GB/T 16868 的要求，广告、海报等宣传品所传达的信息与实际相符，遵守相关法律 法规要求。 4.3 结合当地特点，不断创新服务方式，完善服务机制。 5 服务人员 5.1 基本素养 5.1.1 礼貌待客，对游客热 情适度，尊重游客的道德信仰与风俗习惯。 5.1.2 实事求是介绍商品信息，诚实推介、有问必答，不诱购、不劝购，引导消费者健康、绿色消费。 5.1.3 仪容仪表端庄、大方，着装整洁；表情自然、和蔼、亲切，微笑服务。 5.1.4 积极学习卷烟、食品销售、文旅等专业知识，遵守岗位职责，恪守商业职业规范。 5.1.5 宜使用普通话进行交流，使用规范服务用语，服务语言文明、礼貌、简明、清晰，提倡运用翻 DB43/T 2756.2—2023 2 译工具，提供多国语言翻译服务。 5.1.6 自觉接受顾客监督，听取顾客意见，提升服务质量。