Giao Trinh Dao Tao Nhan Vien Ban Hang Pnjsilver

GIO TRNH O TO NHN VIN BN HNG
PNJSILVER
(CHNH SA B SUNG LN 4 THNG 11/2013)
Lu hnh ni b
NGY : 12/11/2013
NGY : 12/11/2013
NGY : 13/11/2013
PHNG BN L
PHNG NHN S
P. TNG GIM C
( k)
( k)
( k)
TRN TH THU H
NGUYN TH NGC MINH
L HU HNH
MC LC
CHNG 1: NI QUY QUY NH .............................................................................................................................................. 4
1. Trang phc tc phong: .............................................................................................................................................................. 4
2. Thi ca nhn vin khi giao tip vi khch ........................................................................................................................... 5
3. Thi ca nhn vin trong gi lm vic ................................................................................................................................... 6
4. Hng dn Thi phc v khch hng: ................................................................................................................................... 6
CHNG 2: SN PHM DCH V ............................................................................................................................................. 9
I. NGUYN LIU TRONG SN XUT N TRANG BC ......................................................................................................... 9
II. NGUYN LIU TRONG SN XUT PH KIN THI TRANG:....................................................................................... 12
III. H THNG SN PHM CNG TY PNJ ............................................................................................................................... 12
IV.QUY NH NHN DNG SN PHM SILVER ................................................................................................................... 20
CHNG 3: MT NGY LM VIC CA NHN VIN BN HNG .................................................................................... 22
I. CNG VIC CA NVBH PNJ ................................................................................................................................................. 22
Gio trnh o to NVBH PNJSilver
II. CC BC CHUN B BN HNG ...................................................................................................................................... 22

CHNG 4: TRNG BY V BO QUN SN PHM ........................................................................................................... 25
I. PHNG PHP TRNG BY ................................................................................................................................................ 25
II. BO QUN V V SINH HNG HA................................................................................................................................... 32
III. T VN S DNG .................................................................................................................................................................. 34
IV. QUY NH TR HNG V CNG TY ................................................................................................................................. 35
PH LC 1: QUY NH CU TRC M SN PHM ............................................................................................................... 37
PH LC 2: QUY NH HU MI BO HNH SN PHM ................................................................................................... 46
PH LC 3: H THNG TH GIM GI P DNG TI H THNG PNJ .......................................................................... 51
1. Cc lu : ............................................................................................................................................................................... 51
2. Th khch hng thn thit: hiu lc t ngy 13/9/2013 ....................................................................................................... 51
3. Mt s loi th gim gi khc p dng ti h thng ca hng PNJ ..................................................................................... 54
CHNG 1: NI QUY QUY NH

1. Trang phc tc phong:
-
ng phc:
N: b vy m cng ty cung cp (vy tm hng + o thun trng) + bng tn bn ngc tri.
Nam: ng phc do cng ty cp (o s mi trng + qun ty kem) + caravat tm hng + bng tn bn ngc tri
Giy:
N: bata mu trng
Nam: bata mu trng
Tc:
N: tc ct cao, gn gng, mi khng che mt. Khng nhum mu sng
Nam: Tc ht cao, h tai, khng che gy. Khng nhum mu sng.
Trang im: i vi n phi trang im nh, ph hp vi cng vic v khun mt (son mi + phn hng).
Mng tay: ct gn, sch s, ch c sn bng.
Trang sc: eo cc sn phm ca PNJ hoc nhn ci.
2. Thi ca nhn vin khi giao tip vi khch

-
ng hp l (ng thng, lch khong 45 so vi hng nhn ca khch hng).
S dng 2 tay khi giao tip vi khch.
eo bao tay v s dng khay nhung khi tip khch.
Gt u nh, mm ci, hng nh mt v pha khch hng khi cho hi, khi t vn cho khch hng.
Lun nhit tnh, vui v, nhanh nhn, kin nhn, l php khi giao tip vi khch.
Lun trong t th sn sng tip khch.
3. Thi ca nhn vin trong gi lm vic

-
Khng ni xu, bn tn v khch hng trong ca hng.
Khng ngi t quy ny ni vi sang quy khc
Khng ci a, t tp ni chuyn n o.
Khng ngi ngoi quy hay b quy.
Khng th hin s mt mi trong gi lm vic (ngp, hc hi phi dng tay che ming hoc quay mt vo trong).
Khng lm vic ring trong gi lm vic.
Khng s dng in thoi di ng trong lc lm vic, in thoi phi c chuyn sang ch im lng.
Khng n ung trong ca hng v gi cho ca hng khng c mi n.
Khng trang im trong quy.
4. Hng dn Thi phc v khch hng:

a. L , LCH THIP
-
Ch ng cho n khch bng nh mt, n ci, li cho hi Em cho Anh/Em cho Ch ... khi khch bc vo ca hng.
Khi khch hng bc n quy, NVBH phi ci & hi khch Anh/ch cn tm sn phm g Em s t vn cho Anh/ch .
Khng n trnh hoc lm l.
Thi lun nh nhn, l php.
Trong trng hp ang bn tip khch, cha c ng nghip h tr: Em xin li, Anh/ch vui lng i Em t pht, Em s
phc v Anh ch ngay .
Nu gi ng nghip h tr: Em xin li (KH ang tip), .... i, xin h tr gip.
Khi chuyn sang khch mi, phi ni Em xin li anh/ch phi ch, Anh/ch cn g Em xin t vn .
b. THN MT VI KHCH HNG

-
Ch ng cho hi KH trc, gi tn hoc gi theo gii tnh/ tui KH.
Ging ni nh nh, n ha, tuyt i khng ln ging.
By t thi bit chia s, gip KH ging nh cng i mua sm vi ngui thn.
S dng cc t ng thn mt: Vng/D, Vui lng, Gip Em ...

c. LINH HOT KHI GIAO TIP
Linh hot bin chuyn s bc xc ca KH bng s kho lo, thn thin.
By t thi lun v quyn li ca KH
Lun ng cm vi nhng kh khn, bc xc, khiu ni ... khng t thi thch thc, i u.
Lun c gng ht sc gip khch hng.

d. PHC V VI TINH THN TCH CC NHT
Lun th hin thi nhit tnh, tch cc, st sng.
Lun tm kim gii php tt nht phc v khch hng c hi lng.
Lun chia s, quan tm n li ch khch hng.
Lun t tin, t vn k v sn phm KH an tm v cht lng sn phm cng nh dch v.
Ch ng tm hiu nhu cu c c hi phc v ln sau.

e. TRNH NHNG THI QUEN, C CH, HNH VI GY PHN CM I VI KHCH HNG
Khng nhn nh, cau my, bi mi, trn mt, khoanh tay, chng cm, un ngc ... khi giao tip vi khch hng.
Khng ph bnh, ch trch, khiu khch, bnh phm khch hng khc trc mt khch hng hin ti.
Khng ni chuyn ring hoc ni chuyn in thoi khi tip khch.
Trnh ni:
Xin li, ht gi lm vic
Ch c ngi mua lm ch ngi bn khng lm
Khch hng l ngi u tin than phin v vn ny, ...
Kt thc bn hng: Em cm n anh ch, hy vng s c phc v anh ch trong nhng ln sau.
Trng hp khch hng ch tham quan ch khng mua hng: Em cm n anh ch gh thm ca hng, rt mong s c
phc v anh ch trong nhng ln sp ti
Ghi ch: Nhng t in m l bt buc s dng thng nht trn ton h thng.
CHNG 2: SN PHM DCH V

I.
NGUYN LIU TRONG SN XUT N TRANG BC

1. Rhodium
-
Rhodium l kim loi qu (c gi tr tng ng vi vng 9.999) dng dung dch. Vi kh nng chng oxi ho, chng s n
mn ca ho cht, c nh kim cao nn Rhodium c dng lm dung dch xi m trong ngnh cng nghip trang sc.
Bng cng ngh xi hin i (cng ngh xi in cc s cho lp xi bm trn sn phm u hn, mn hn, chc bn hn),
Rhodium lm cc sn phm PNJSilver sng bng hn, p hn. Vi xu hng s dng trang sc bng bch kim, Rhodium
cn c PNJ s dng xi to ra cc sn phm trang sc vng trng, ging ht nh bch kim.
Khc hn vi sn phm PNJSilver, cc sn phm trang sc bc v gi bc bn ngoii phn ln khng dng Rhodium m dng
dung dch kim loi khc (Niken, Palladium) do gi thnh ca cc kim loi ny r hn rt nhiu so vi Rhodium, do vy m gi
bn sn phm PNJSilver c phn nhnh hn cc sn phm trang sc bc bn ngoi.
2. Bc Sterling 92.5 (K hiu Ag)
Bc cao cp Sterling 92.5 l loi bc dnh ring cho ngnh sn xut trang sc v c cng ty nhp khu trc tip t .
Thnh phn bc Sterling 92.5: 92.5% l bc nguyn cht (bc 9.99), cn 7.5% cc hp cht kim loi qu khc vi mc ch lm
cho bc cng hn, hn ch s bin dng ca trang sc khi va p, tng cng kh nng chng oxi ha bc v to sng bng
cho trang sc.
Vi cc nhn hiu trang sc trn th gii (website: SterlingSilver.com, sterlingsilver.us, ) th cm danh t sterlingsilver
c dng nh l chun mc khi ni n cc sn phm trang sc bc.
3. CZ (CUBIC ZIRCON) (hay cn gi l Xon M)
Mu sc: Trng
cng: 6-7 (theo thang o cng Morh: cng nht 10).
Ngun gc nhp khu: CZ s dng trong trang sc PNJSilver c cng ty nhp t Php nhm m bo cht lng l tt
nht.
CZ cng c hnh dng (shape) rt a dng: trn, vung, da, ch nht, tam gic, oval,
CZ l loi tng hp cao cp, dng thay th cho kim cng trong cc sn phm trang sc PNJSilver. CZ cng c chiu
sng v trong sut nh kim cng, do vy phi c thit b chuyn dng hay phng php kim tra mi c th phn bit r rng
CZ v kim cng.
4. Synthetic: (hay gi l tng hp)
Mu sc: C mu sc thay th cho hu ht cc loi qy/ bn qu. Tuy nhin vi sn phm trang sc PNJSilver ch c mt
s mu thng dng:
Mu hng ca Ruby
Mu vng ca Citrine
Mu xanh ca Topaz
Mu xanh m ca Sapphire
cng: 4-5
Ngun gc nhp khu: Php.
Cng ging nh CZ, synthetic l dng tng hp c cht lng cao v cng c nhiu hnh dng khc nhau vi nhiu dng
ct mi sc xo vin p hn, gi tr cao hn.
5. Ngc trai:
a.
Chng loi:
10
PNJ Silver ang s dng loi ngc trai nui cy nc ngt l Fresh water pearl, c nhiu hnh dng t trn n cc loi hnh
dng l nh git, bp c s dng cho trang sc bc v trang sc cng nghip vi s lng ln.
b. Cch phn bit ngc trai tht/gi:
Dng hai vin ngc trai ch nh vo nhau, nu thy hai vin c vt try xt v to ra cht bt mn, sau dng khn lau nh
ch va c xt th vt try xc b mt i. l ngc trai tht.
c. Cc tiu chun nh gi cht lng 1 vin ngc trai:
bng sng trn b mt :
Mu sc : c rt nhiu mu sc t nhin t trng hng, vng, xm, xm en n en tuyn c nh ng sc. Tuy nhin mu sc
cn ty thuc ch yu vo s yu thch ca tng ngi
Hnh dng: vi nhiu hnh dng nh trn, git, ht bp n cc hnh dng bt k rt t nhin. Ngai ra, i vi ngc trai mabe
bn thng thy hnh trn, oval, git, tim
Kch thc: vin ngc trai c kch thc trung bnh khang 7 9 mm, ngoi ra c vin ngc trai c kch thc ln hn 10 mm.
B mt: b mt vin ngc trai cng t t vt thin nhin th gi tr cng cao
dy x c: gi tr ca ngc trai ph thuc vo dy ca lp x c bao bn ngai. a s cc lai ngc trai trn th trng
trong nc v nc ngai hin nay u l ngc trai nui cy t nhng ging ngc trai thin nhin (cultured pearl). Khi chn
mua ngc trai, ch nn mua nhng ca hng c uy tn, c t vn m bo mua c nhng vin ngc trai han ho nht.
d. Hng dn s dng ngc trai
Ngc trai c bc mt lp x c l cht hu c, nn rt d b tn hi do tc dng ca cc loi ho cht. Khi s dng, nn

trnh khng tip xc vi cc loi cht xc tc, cc loi keo xt tc, nc hoa, cc ho cht ty ra, chanh, gim, V nu
tip xc vi cc cht ny, lp x c ca vin trai s b bo mn dn, tt nht trong thi gian dng nn ngm ra bng nc tinh
khit (khng dng bn chy ty ra). Sau , lau nh bng vi mm cotton th vin trai s bng p t nhin.
11
bo v lp x c sng bng trong qu trnh siu m, h thng quy/ca hng cn chuyn v cho x nghip bc x l.
6. Phn bit Kim cng Cz:
C nhiu cch phn bit kim cng v Cz, thng thng ngi ta s dng 2 cch:
6.1.
S dng my th kim cng:
Kim cng: kim hoc n bo s di chuyn n mc Diamond v c tn hiu c trng.
CZ: kim s khng di chuyn.

6.2.
Kim tra bng mt thng:
V 1 ng thng trn t giy trng, lt p vin , nu l CZ s xut hin 2 ng cong v tr trn v di ng thng.
Hoc chm 1 chm trn t giy trng, lt p vin , nu l CZ s xut hin cc vng trn ng tm.
Ngoi ra, ngi ta cn phn bit bng cch so snh 2 vin , kim cng lun c tnh nam chm v trng lng s lun nh
hn trn cng kch c
II. NGUYN LIU TRONG SN XUT PH KIN THI TRANG:

-
Trang sc ph kin bao gm sn phm nhp khu ti nc ngai v sn phm sn xut ti XNNT PNJ.
Cht liu: kim loi, hp kim (ng, thau v.v), nha, kt hp vi cc cht liu khc nh g, dy da, ruy-bng, ren, , v.v
Tt c cc sn phm ph kin u c kim nh v m bo khng c cht c hi nh hng n sc kho ngi tiu dng
III. H THNG SN PHM CNG TY PNJ
1. Sn phm trang sc do PNJ sn xut

Trang sc c
-
Trang sc cng nghip c gm cc sn phm nhn, bng tai, m ai, ci o, vng, lc, nh cc sn phm lm bng tay
nhng vi phng chm c khun tng sn phm ri rp li thnh sn phm hon chnh (i vi vng, lc, hoc cc sn
phm phc tp), hoc c ra thng sn phm (i vi nhn, m ai, ).
12
Dy chuyn my
Dy chuyn my l sn phm dy chuyn c sn xut hon ton bng my theo cng ngh , trong yu t con ngi ch
tc ng khu u v cui.
Sn phm ch tc
-
Sn phm ch tc l cc sn phm c sn xut kt hp gia mt quy trnh sn xut bnh thng (c, my) v quy trnh
lm tay.
V d: nh i vi mt s lc ch tc bng dy bi c gn cc chi tit ph ngay trn dy th uc kt hp sn xut nh sau: ly
mt on dy my (BC012 chng hn) c di theo tiu chun ca mt lc tay hoc chn, on dy ny s c thm
nhng chi tit
S dng cc chi tit ri nh tri tim, chu kt hp vi cc dy chuyn my cho cc sn phm dy, lc tay, lc chn khc
vi dy my v dy tay c in.
Cc sn phm ch tc c th p ng c nhu cu s lng cao do ng dng cc cng ngh dp, hn p, s dng cc dy

chuyn my sn xut cc sn phm l b sung cho cc sn phm cng nghip.
2. Trang sc ngoi nhp: l sn phm c mua nc ngoi hoc nhp trc tip t cc doanh nghip nc ngoi.
-
Dy chuyn .
Nhn cp.
Dy Cao su thi trang, dy mu thi trang, dy nhung thi trang nhp t Hong Kong.
Nguyn liu vo nc xi (Rhodium).
13
3. Cc line hng ang kinh doanh:

LINE A
I TNG
LINE B1
Di 20 tui
20 35 tui
KHCH HNG
Hc sinh, sinh vin
NH HNG
Tr
PHONG CCH
thng
MC CH S
DNG
CHT LIU
trung,
dng
LINE B2
thng
xuyn
Nhn vin vn phng
LINE C
Em b t 0 n 6
tui
LINE D
20 26 tui
Sinh vin, nhn
vin vn phng
Thanh lch, hin
Sang trng, tinh
Theo tro lu,
thi trang
S dng thng
xuyn
S dng i tic
Lm qu tng
Bc 92.5 xi Rhodium
S dng i chi,
ngn hn
Hp kim, ng
thau
3.1. Dng hng Duyn dng (Line A)

-
Dng sn phm dnh cho i tng hc sinh, sinh vin theo phong cch tr trung, d thng.
Sn phm c thit k thanh mnh, nh nhng, s dng ph, ha tit nh v n gin nhng vn lun bt kp xu hng.
Vi nhng sn phm ny cc bn hc sinh, sinh vin c th s dng i hc, i chi, picnic cng bn b.
3.2. Dng hng Thanh lch (Line B1, B2)

-
Dng hng dnh cho i tng KH t 20-35.
14
L line hng ch o ca PNJSilver; sn phm c tp trung mnh vo khu thit k, a dng hn v mu m nhm p ng
ti a cho nhu cu ca khch hng mc tiu. Nhm hng ny c chia thnh 2 nhm nh:
Nhm hng dnh cho KH tui t 20-26
i tng khch hng l cc bn sinh vin nm cui v nhn vin vn phng tr yu thch phong cch thanh lch v hin i.
Sn phm c thit k rt thanh mnh, s dng chnh size nh hoc kt nhiu nh, mu c thit k ch yu theo
shape hnh hc n gin v kh linh hot. Yu t linh hot ca thit k c th hin ch khch hng c th eo l hoc kt
b 2 hoc 3 sn phm vi nhau to nt c o ring nhng khng h b rm r. V d: khch hng va c th eo nhn va
c th kt hp vi dy chuyn thnh mt m ay xinh xn.
Nhm hng dnh cho KH tui 27-35
Dnh cho i tng nhn vin vn phng vi phong cch sang trng v tinh t. y l i tng c thu nhp n nh nn h
sn sng chi tr cho nhng sn phm p c gi tr cao.
Sn phm ca dng hng ny c thit k tinh t theo xu hng gi vng, ch yu s dng mu, chnh size ln.
Vi dng sn phm ny, khch hng c th kt hp vi nhng b vest sang trng, nhng chic m tinh t khi gp g i tc
hoc trong nhng bui tic nh
3.3. Line hng baby (Line C)

-
Dng hng dnh cho tr nh t 0-6 tui.
Sn phm dnh cho em b c ha tit n gin, ng nghnh (icon hnh chi, th) ng thi c thit k an ton, khng
c gc cnh trnh lm try xc.
3.4. Dng hng Phong cch (line D)

c phn loi chi tit thnh 3 dng hng vi 3 style khch nhau:
15
Sn phm tro lu: Cc sn phm thuc dng ny mang tnh ng dng cao, c kch thc nh, d dng kt hp vi nhiu
loi trang phc v s dng trong mi hon cnh.
Sn phm thi trang:
-
Dng sn phm dnh cho i tng khch hng mun th hin phong cch thi trang v sang trng.
Nhng sn phm dnh cho dng hng ny c thit k to bn hn dng tro lu, th hin c tnh mnh hn, s dng nhiu
dn size ln, thit k cu k vi nhng chi tit dp th cng.
Sn phm n tng: Nhng mu thit k ca dng ny mang tnh ngh thut cao, c thit k ring bit, sn xut ti X
nghip N trang vi s lng c hn v theo kp vi xu hng ph kin thi trang trong khu vc v th gii.
Mt s sn phm PNJSILVER (bc)

Chng loi
Phng php SX
Nhm
Chi tit
NHN
Nam
c im
c im
Li ch
Hnh nh mu
- Nhn c nhiu c ni khc Thch hp lm qu tng
nhau, trn hay c gn , hoc mua s dng.
Cp
ngc trai nhm tha mn c bit cc nhn cp rt

nhu cu ca khch hng. c cc bn tr yu thch
c bit cc nhn cp rt bi tnh lng mn ca n
c cc bn tr yu thch nn c th dng lm qu
bi tnh lng mn ca n, tng trong cc dp l c
hay nhng mu nhn bng bit nh Valentime, 8/3...
cao su y mu sc v thi
trang.
16
- C ni quy nh
N: 47 54
Nam: 53 60
M AY
Nam
Kch thc v kiu mu ca Mu m m ay a dng,
m ai rt a dng: ln v lun c gi ph hp cho
Cp
gc cnh dnh cho nam, mi

thanh mnh dnh cho n.
tng
khch
hng.
Vi cng mt dy chuyn
khi khch hng kt hp
cc m ay khc nhau s
to sn phm mi.
DY
Nam
CHUYN
My, hoc tay
Chiu di quy nh
Dy chuyn PNJ c sn
N: 40 - 42 45
xut bng my cng ngh
Nam: 50 - 55
Italia nn hu ht u t
Em b: 36 - 38 - 40
c s mm mi, thm
m.
BNG TAI
c, hoc ch tc
Mu bng tai hu ht c Gp phn lm sng khun

gn tng chiu sng mt. c bit la chn
ca sn phm bi kch thc bng tai ph hp s gp
17
thng nh
phn to s cn i cho
khun mt.
LC
Tay,
hoc
c, hoc ch tc, - Lc ch tc gm 02 phn Lc tay n: thit k thanh

hoc lm tay
chn
c bn l dy v chi tit mnh, to s mm mi

ph (hay tng teng) nhm cho i tay.
to s mm mi cho lc. Lc tay nam: thit k bn
Do tnh phc tp ca mt to, to s mnh m, cng
s lc tay nam nn c cp ca i tay.
lm bng tay.
- Chiu di quy nh
Lc tay:
N: 16 18
Nam: 18 20
Em b: 14 16
Lc chn:
N: 23 25
Em b: 16 18
18
VNG
Ngi
c, hoc lm tay - Hu ht vng u c To v p sang trng,
ln
c, ngoi tr trng hp thanh lch.
Tr em
ca vng chm.
- C ni quy nh: 51 56
- Vng em b ni: 38 - 40
42 44 46 - 48
SP KHC
Dy c
c, hoc ch tc
(Collier)
- Dy c l chng loi a Mi cht liu th hin c

dng nht v cht liu tnh khc nhau, KH d
(cao su, da, bc). Mt dng la chn cho ph
dng dy chuyn nhng hp vi phong cch ca
c thm cc chi tit ph mnh. (to im nhn v
gn c nh trn phn dy. che khuyt im vng c)
- Chiu di quy nh: 40 42 - 44
Dy cao c
su
- Chiu di quy nh
Dnh cho cc khch hng
Dy ln (2404): 42 45 mun th hin c tnh

mnh m.
50
Dy nh (2405): 40 - 42 45
19
Ci o
Mu ci o c gn v Tng thm s thanh lch

pearl
v sang trng cho ngi

s dng.
IV. QUY NH NHN DNG SN PHM SILVER:

SN
LOI
CC LOI DU NG V
PHM
BC
TH T NG
NHN
92.5%
925 PNJ
V TR NG/KHC DU
- Ngoi ai.
HNH THC DU
- Du chm.
- ng v tr ging nh nhn vng.

BNG TAI 92.5%
925 PNJ
1. t bng/kha.
2. Mt sau sn phm.
Du chm.
1. Bt buc.
2. Ch thc hin khi sn
phm c b mt
ng du.
DY C,
92.5%
925 PNJ
LC
1. Trn kho.
2. Trn khoen/ Hai u Bas.
Du chm.
1. Bt buc.
3. Mt sau sn phm hoc bn hng (thnh 2, 3. Thc hin khi sn

ng).
phm c b mt ng
du.
VNG
92.5%
925 PNJ
Dt lng.
Du chm.
20
SN
LOI
CC LOI DU NG V
PHM
BC
TH T NG
M AY
92.5%
V TR NG/KHC DU
- Mt sau sn phm (thc hin khi c
925 PNJ
HNH THC DU
Du chm.
b mt ng du).
- Trn khoen git nc (nu ng tay).
Khoen git nc
925
SN
92.5%
925 PNJ
Mt sau sn phm.
i vi ng du.
PHM
KHC VI
Ag 925
TNH
DY
Du chm.
92.5%
925 PNJ
Mt sau sn phm.
Du chm.
i khc vi t.
Hai u Bas hoc trn th bi.
Du chm.
CHUYN
Trn kha cng cua
PNJ
21
CHNG 3: MT NGY LM VIC CA NHN VIN BN HNG

1. CNG VIC CA NVBH PNJ
-
V sinh ca hng /quy t bn hng.
Trng by hng ha.
Chun b bn hng.
Bn hng Nhn t hng ca khch.
Bo co bn hng.
Bn giao.
Dn hng Nim phong.
Kim k.
2. CC BC CHUN B BN HNG
Bc 1: V sinh ca hng/quy t bn hng.
Bc 2: Trng by hng ha.
-
D thy d qun l.
Theo chng loi.
Theo kch c.
Theo cht lng /theo loi .
B sung hng bn ln khay /dng c trng by.
iu chnh nh sng n.
Bc 3: Chun b bn hng
22
Kim tra cht lng hng ha khi nhn ( gn km, Tiu chun k m thut ca sn phm )
Kim tra hng ha trng by c m bo kinh doanh ngay khng? (Khng b , c, rt ..., etiket, thng tin t vn
bn hng cha?)
+ D gi bn.
+ Kim tra cc thng tin trn etiket.
Kim tra bn thn mnh chun b sn sng bn hng cha?

+ ng phc/Tc phong nghim tc.
+ Thuc & hiu cc Q/Chnh sch bn hng.
+ Nm vng kin thc sp & cc chng trnh bn hng.
+ c sn cc phng tin bn hng cha? (Ha n bn hng/My tnh/Vit/Gng tay)
Bc 4: Bn hng
4.1 Bn hng
Gii thiu sn phm.
T vn sn phm Gii thiu v chnh sch hu mi/bo hnh Hng dn khch kim tra hng ha.
Xut H
Thu tin Kt thc bn hng.

4.2 Nhn yu cu t hng ca khch
Tm hiu nhu cu ca khch hng.
T vn trn cc sn phm c sn hoc theo yu cu ca khch.
Kim tra cc thng tin cu thnh ln sn phm tha thun vi KH (gi//thi gian ...)
Nhn tin t cc Ghi phiu thu.
23
Lp n hng.
( Tham kho Quy nh & Hng dn t hng )
Bc 5: Bo co bn hng
Lp bo co bn hng mi ngy.
Lm bo co Xut Nhp Tn.

Bc 6: Bn giao ca
Bn giao hng ha trn t v trn kho.
Bn giao thng tin KH / Hng ha / n hng.
K giao nhn r rng vo s bn giao.

Bc 7: Dn hng Ct hng
Kim m hng ha trong t.
Cht s lng hng ha cui ngy.
Ct tng sn phm vo bao b ph hp.
Ct sn phm vo hp nha v c nim phong.
Bn giao hp hng c nim phong vo kt st.
K giao thng hng vo s v phi c s chng kin ca ngi chu trch nhim ct hng.
Bc 8: Kim k
24
CHNG 4: TRNG BY V BO QUN SN PHM

I.
PHNG PHP TRNG BY

1.1. Trang sc bc
1.1.1. Cch thc s dng trng da cho tng chng loi
Chng loi
Cch trang tr
Bng tai
Mt trc
Mt sau
Vng & lc
Vng
Lc
25
Nhn cp
Mt trc
Mt sau
Mt trc
Mt sau
M ay
26
1.1.2. Phng php trng by

Trng theo tng line hng
Line hng
Cch trng by
Duyn dng
27
Thnh th
Thanh lch
Baby
28
1.2. Trang sc ph kin

Tng quan t trng by
29
Trng by Bng, Lc v Vng
30
Trng by dy c
Trng by t n tng
31
II. BO QUN V V SINH HNG HA

-
Kim tra cht lng sn phm khi nhn hng v chuyn tr cc sn phm khng t cht lng theo ng qui nh ca
Cng ty
To mi trng thong mt, sch s, khng m t (t trng by c cc ly nc gii nhit, khng chiu n trc tip
vo sn phm, khng bi bn, ph t bng khn khi ng ca hng, ...)
Sn phm a khch hng xem phi cn thn trn khay chuyn dng.
32
Sn phm phi c lau chi nh nhng bng khn lau bc ngay sau khi khch hng xem.
Thng xuyn kim tra cht lng cc sn phm trng by trn t.
Hng ha lu kho phi c sp xp trt t v bo qun ring bit (khng b chung nhiu mn vo cng ti ng).
Tun th nguyn tc nhp xut hng ha: nhp trc xut trc.
Siu m ti ch cc sn phm c du hiu xung mu, hay chuyn v X nghip Bc x l nu b en.

Lu :
i vi hng ph kin khng s dng khn lau chuyn dng lau cc sn phm xi vng, gi c,
hng ha ph kin trnh tht thot: thng xuyn kim tra hng , trng theo ng quy nh.
Mt s thao tc khi siu m:

Chun b dung dch siu m:
- Hm lng mui: 40 50g mui siu m/ 1 lt nc (khong 03 mung c ph inox ln)
- Nhit nc pha dung dch siu m: 45 50oC
- Ha tan ton b lng mui (theo t l th tch ca b siu m) vo nc m ni trn bng phng khuy hoc dng
sng siu m.
Cch siu m lm sch lm kh:
B1 Cc sn phm b d (v c th siu m) c mc vo gi siu m.
B2 Cho vo dung dch siu m chun b sn nh phn trn.
B3 Bt cng tc ca my siu m siu m (thi gian 1 2 pht)
B4 Ra sch bng nc thng (nc my hoc nc ging) n khi trn b mt sn phm khng cn b nht.
B5 S dng my sy cho ro nc v lau kh bng giy mn cao cp (nh giy Pulppy, )
33
Mt s lu khi siu m:
Khng c lm sch bng phng php siu m i vi nhng sn phm n trang c gn cc chi tit ph (nh mt s
loi : cm thch, x c, pearl) m cc chi tit ny s b hng khi tip xc vi dung dch siu m. (Lin h vi Phng
kinh doanh v Phng k thut c hng dn thm khi gp cc trng hp ny).
Ch siu m cc sn phm c du hiu xung mu, bi bn m khng th lau sch bng khn chuyn dng.
Ty vo s lng sn phm cn siu m nh lng nng , dung tch ca dung dch cho ph hp. C th thay th
dung dch siu m chuyn dng bng cc dung dch ty ra c nng PH gn trung ha (PH = 7).
Dung dch siu m sau khi s dng phi c che y k lng, thay mi dung dch s dng qua nhiu ln.
III. T VN S DNG
Do c tnh ca bc l d b oxy ha do tc ng bi mi trng bn ngoi, c bit l m hi mui, cc dung dch c cha axit,
cc loi m phm, nn cn phi c bin php bo qun sn phm bc nng cao tui th cng nh gi lu tnh thi trang ca
n. Cc bin php bo qun nh sau:
-
Khi s dng:
Khng trang sc tip xc vi cc loi m phm, nc hoa, cc cht ty ra, nc bin,
Khng nn eo trang sc khi i ng trnh gy hng, c bit l dy chuyn.
Trang sc cao su, da nn trnh s dng trong mi trng c nhit cao.
Thng xuyn lm mi trang sc bng cch:
Mang n bo hnh ti cc ca hng ca PNJ.
Ty ra trang sc bng dung dch chuyn dng (nhn hiu A&B), hay ngm trong sa ti, hay un si trong dung dch
phn chua khong 10 pht. Ra li bng nc sch v lau kh bng vi mm.
Khi lu ct:
34
Phi v sinh trang sc trc khi lu ct (do cc loi bi bn cn lu trn trang sc khi s dng).
Lu ct cn thn vo hp trang sc v ni thong mt, khng c ho cht.
Trnh trang sc va chm vi nhau gy ra try xc, v .
IV. QUY NH TR HNG V CNG TY
1. Hng mi b li k thut:
-
Khi nhn hng, ca hng thc hin kim tra cht lng ca hng ha. Cc ni dung cn kim tra:
Du ng sn phm: 925 PNJ, i vi tng chng loi SP nhn din du ng s c v tr khc nhau. (hng dn chi tit
phn nhn din SP), du ng phi r rng,
sng bng sn phm: khng b thm en, sng bng khng u.
: khng rt ht, ht an ton trn cc chu (khng lng, chu m bo), mu sc , sng ca , khng nt b, ngc
trai th khng c du keo,
Kt cu: y chi tit, tnh i xng, vt gy r,
Nhn: ni, qung (khng trn u).
Bng tai: cng chiu, t bng ngay ct, di ct 2 bn, v tr cm ct, ht cng kch thc v mu sc, kha an ton,
Dy chuyn: kha an ton, du, khng gy, ng mu, u bas an ton, kha khng lit,
M ai: khoen ph hp.
Dy c, lc: kha an ton, cc mi ni, cc chi tit ph y ,
Vng: qung, kha, m vng, gy nt,
Brooch: kim m bo an ton (u kim nh khng 2-3mm)
35
Khi pht hin c sn phm b li k thut, khng t cht lng lu thng, Ca hng phi nhanh chng tr hng v XN
Bc trong vng 03 ngy k t ngy nhn hng theo ng qui nh (s dng biu mu: PNJ/P/KD/F2 Phiu phn hi sn
phm).
b. Hng lu kho, trng by ti Ca hng khng t cht lng lu thng:

Cc hng ha khng cn t cht lng lu thng do trong qu trnh bo qun, trng by, Ca hng cng phi nhanh
chng xut chuyn v X nghip Bc kim tra, sa cha v lm mi li (s dng biu mu PNJ/P/HMBH/F3 Phiu
ngh x l hng tr v).
c. Hng bo hnh ca khch hng:
-
Hng ha khi mang v x nghip Bc bo hnh phi c Bin bn dch v hu mi bo hnh [biu mu
PNJ/P/HMBH/F1].
Cn ghi r ni dung cn hu mi bo hnh x nghip Bc bit v thc hin c cht lng.
Ca hng phi kim tra k hng ha khi nhn v trc khi giao cho khch hng, trch xy ra nhng phn nn ca khch
hng v sn phm ca Cng ty, lm gim uy tn v gi tr thng hiu PNJSilver.
d. Cc dng khc:
-
Hng c trong danh mc m hy.
Hng b gy hng nhng khng th khc phc sa cha.
Hng lu khng bn c Ca hng xut tr v v c duyt.
Hng tr v theo thng bo ca phng QLHTKD.
Hng tr v phi km theo [Phiu ngh x l hng tr v- PNJ/P/HMBH/f3)]
36
PH LC 1: QUY NH CU TRC M SN PHM

< PNJ/D/CU-MA SAN PHAM>
M sn phm: Gm 15 k t v chia lm 10 nhm nh bng sau:
Nhm (1)
(2)
VD: a. M n trang c thng gn XM
(3) (4) (5) (6)

D
(7)
(8)
0
(9) (10)
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
1 ch
1 ch
1 ch
1 s/ch
1 ch
1 ch
5 s/ch
1 du
1 s
2 s
Loi hng
Chng loi
Phng
Ni sn
Mu sc
Tnh cht
S th
Du
gn km
php SX
xut
chm
ha Cht
S th t
B : Bng tai
D : c
1: Xng
Y:
J: Jemma
Gm 5
Dng
0: Khng gn
00: M gc
G: Vng
N : Nhn
H : Ch
vng
W: trng
N: Thng
s tng
01 99:
S: Bc
M : M ay. tc
2: Xng
R: Cao su
A: Cao cp 1
lin tc
ngn
1: xon M
Thay i v
T: Thau/
L : Lc
T : Tay
bc
C: + trng
B : cao cp 2
cch
2: Pearl thng tui vng,
hp kim
V : Vng
A: Dp
3: Xng
H: hng +
C : cao cp 3
khng
gia s (Cp 54)+
trng lng
P: Platinum
C : Dy c
M : Dy
thau/hp
trng
I: cao cp 4
trng
th t Xon m hoc
vng, kch
L: Paladium D : Dy
my
kim
X: hng
(CAO)
nhau.
v loi ch gn pearl
thc , gi
Z : Khc
chuyn
F : Khc vi G: Gia
Z: 3 mu
Q: cao cp 3
(Tr
nh thng.
. (Tr quy
Y: Yabling
R : Ci o
tnh
cng
V: +
( CAO)
mt s
km
3: qu/bn
c ring
H : King
C : Chui
trong
hng
F: Xut khu
quy c
qu/pearl +
nh km)
K : Kp
N : Hng
nc
L: Colorit
gi r
ring
Kim cng
Cravat
mn (Nhp C: Th
K: Khng
E: Xut khu
theo ph
4: tng hp
liu
37
(1)
(2)
(3)
(4)
(5)
(6)
(7)
(8)
(9)
(10)
1 ch
1 ch
1 ch
1 s/ch
1 ch
1 ch
5 s/ch
1 du
1 s
2 s
S : Ci
mua)
ca hng
quan tm
thng.
manset
Y: Hng
E: Gia
D : Dy da
H: Xut khu
6: qu/bn
P : Kha
V: V n
cng
cao cp 1
qu/pearl cao
chui pearl
trang
nc
P: Xut khu
cp (Cp
Q : Bp nt
K: Gia
ngoi
cao cp 2
53,52) + Xon
T : Vng
cng
M: Mua
(Janai, Cosco,
m hoc sn
ming
Z : Khc
trong
Hn quc)
phm ch gn
A : Bng
nc
M: Mu
qu/bn
E : Kp tc
I: Mua
K: Khng
qu, pearl cao
F : Mc
nc
quan tm
cp.
kha
ngoi
(Bao gm cc
7: M no/ X
O : Buc tc
K: Khng
chng loi sp
c hoc M
Z : Khc
quan tm
nh: Ch tc,
no/ X c +
I : Charm
vi tnh, dy
xon m (Ch
G: Hp
chuyn tay/
p dng cho
my/mua
Bc).
ngoi)
8 : dn
lc)
5: Kim cng
i vi sn phm Yabling nhp mua ngoi cho m theo chng loi, khng quan tm n Nhm 3, 4, 5, 6, 9.
VD: YNZKKK12345.000 (Nhn thau nhp ngoi c s th t l 12345)
38
i vi sn phm hp n trang nhp mua ngoi: t m theo chng loi, c nhm 1 Loi hng ha : Yabling, nhm 10 S th t: quy nh kch thc ca hp, khng quan tm n nhm 3,4,5,6,7,8,9
VD: YGZKKK00000.050 ( Hp Silver nh, kch thc 5*5 cm)
1. i vi sn phm khch:
t m theo QUY NH CU TRC M SN PHM KHCH NHL: 07/07/2011 - LSX: 00
2. Mt s nh ngha:
-
Dy chuyn PNJ: L tt c cc loi dy chuyn do PNJ sn xut, c nhm 2 (chng loi) k hiu l D v nhm 4 (ni sn
xut) k hiu 1, 2, 3.
Dy chuyn mua ngoi: L tt c cc loi dy chuyn mua bn ngoi, c nhm 2 (chng loi) k hiu l D, c nhm 3
(phng php sn xut) k hiu l Y, thng c gi l Dy .
Hng : L tt c cc loi sn phm n trang c th mua nhiu nc khc nhau nhng c mu m ca , c nhm 3
(phng php sn xut) k hiu l Y (s bao gm lun Dy chuyn mua ngoi, nh vy quy nh lin quan n Hng s
c hiu lc vi Dy chuyn mua ngoi)
Sn phm bc, thau/hp kim: L tt c cc loi n trang c lm t kim loi l bc, c nhm 1 (loi hng ha) k hiu l
S, thau/hp kim hoc sn phm Yabling sn xut ti X nghip, c nhm 1 (loi hng ha) k hiu l T.
Sn phm V n trang: L tt c cc chng loi sn phm cha hon chnh, c dng v, c nhm 3 (phng php sn
xut) k hiu l V.
Sn phm Yabling nhp mua: c nhm 1 (loi hng ha) k hiu l Y.
Mt s quy c c th cho cc nhm trong quy nh cu trc m sn phm:

Nhm 6: MI LIN H GIA TNH CHT SN PHM VI CP CHT LNG SN PHM
39
CP
K T NHM (6) TRONG M
CHT
SP
DIN GII
LNG
TRONG NC
XUT KHU
00
Cha s dng
Cha s dng
Cha s dng
Bao gm nhng sn phm thng;
-
Sn phm trong nc knh kinh doanh s.
Sn phm xut khu gi r (FHT)
A khng gn
Bao gm nhng sn phm trong nc cao cp 1 v tng ng;
.0
Sn phm trong nc knh kinh doanh l cao cp mc 1 khng gn .0;
01
gn xon M (.1) hoc;
A gn .1
02
A gn .2
A gn .4
03
Gn Pearl thng (Cp 54)+ Xon m hoc ch gn pearl thng (.2)

hoc;
Gn tng hp (.4)
Sn phm Jemma.
Sn phm xut khu thng (FHT, C, WOLF, CANADA, ANH)
A gn .3
Bao gm nhng sn phm trong nc cao cp1 gn c gi tr cao, cao cp
A gn .5
2 gn ECZ, cao cp 3 v tng ng;
A gn .6
Sn phm trong nc cao cp bn l gn: qu/ bn qu/pearl cao

cp/n trang kim cng/v kim cng .
Sn phm xut khu cao cp mc 1 (FHT, NHT, M,)
40
CP
K T NHM (6) TRONG M
CHT
SP
LNG
TRONG NC
DIN GII
XUT KHU
C
Bao gm nhng sn phm trong nc cao cp 4 v tng ng (vi thng
s sn phm nghim ngt cho tng sn phm hoc c l sn phm).
04
Sn phm trong nc nhn CAO.
Sn phm xut khu cao cp 2 (Janai, costco, Hn Quc)
05
Cha s dng
Cha s dng
Cha s dng
06
Cha s dng
Cha s dng
Cha s dng
Nhm 7: S th t
-
i vi m sn phm n trang tr dy chuyn PNJ: S dng 5 s tng lin tc theo nhm 1 (loi hng ha), v c
php lp li theo nhm 5 (cht liu), nhm 9 v nhm 10.
i vi m sn phm dy chuyn PNJ: Xem quy nh chi tit trong ph lc cu trc m sn phm PNJ/PL/KD-MA SAN
PHAM
Nhm 10: S th t (Thay i v tui vng, trng lng vng, kch thc , gi ):
i vi sn phm dy chuyn mua ngoi: Nhm 10 s thay i theo trng lng vng v c quy nh theo bin nh
sau:
*
00 :
*
*
trng lng (TL) di < 1,0000 ch
06 :
6,0000 ch (TL) < 7,0000 ch
01 : 1.0000 ch (TL) < 2,0000 ch
07 :
7,0000 ch (TL) < 8,0000 ch
02 : 2,0000 ch (TL) < 3,0000 ch
08 :
8,0000 ch (TL) < 9,0000 ch
41
03 : 3,0000 ch (TL) < 4,0000 ch
09 :
9,0000 ch (TL) < 10,0000 ch
04 : 4,0000 ch (TL) < 5,0000 ch
10 :
trng lng trn 10,0000 ch
05 : 5,0000 ch (TL) < 6,0000 ch
i vi sn phm bc, thau /hp kim: Nhm 9 v nhm 10 s thay i theo loi hoc mu sc :
*
000: Khng gn
404: Gn tng hp - mu
100: Gn Xon m
405: Gn tng hp - mu vng
200: Gn Pearl thng hoc pearl thng + xon
406: Gn tng hp - mu mix
407: Gn tng hp - mu tm
201: Gn Pearl thng + 2 da/ tng hp
408: Gn tng hp mu xanh l
400: Gn tng hp mu xanh topaz
409: Gn tng hp mu nu
401: Gn tng hp - mu xanh 2 da
600: Gn qu/ bn qu/Pearl cao cp hoc
402: Gn tng hp - mu hng
403: Gn tng hp - mu en
qu/ bn qu/ pearl cao cp + xon m

*
700: Gn m no/ X c hoc M no/ X c +

xon m
i vi sn phm bc, thau /hp kim: Nhm 9 v nhm 10 s thay i theo loi hoc mu sc (i vi dn) hoc
mu cng ngh Nano:
800 : Mu mix
821 : Mu nu m
801 : Mu trng
822 : Mu nu va
802 : Mu en
823 : Mu nu lt
803 : Mu xanh l m
824 : Mu cam m
804 : Mu xanh l va
825 : Mu cam va
42
805 : Mu xanh l lt
826 : Mu cam lt
806 : Mu xanh dng m
827 : Mu xm m
807 : Mu xanh dng va
828 : Mu xm va
808 : Mu xanh dng lt
829 : Mu xm lt
809 : Mu m
830 : Nano mix: sp s dng > 2 mu Nano hoc
810 : Mu va
811 : Mu lt
831: Thau xi thic Cobalt (en m)
812 : Mu tm m
832: Thau Nano trong
813 : Mu tm va
833: Thau xi km Nano trong
814 : Mu tm lt
834: Thau gi c Nano trong
815 : Mu vng m
835: Nano Turquoise 20 (lam ngc)
816 : Mu vng va
836: Nano Turquoise 10 (lam ngc)
817 : Mu vng lt
837: Nano Blue 20 (xanh dng)
818 : Mu hng m
838: Nano Blue 10 (xanh dng)
819 : Mu hng va
839: Thau xi ng Nano trong
820 : Mu hng lt
mu Nano + dn
i vi sn phm V n trang: Nhm 10 s thay i theo loi , gi , gi v n trang khng phn bit v c gn
hay khng gn , nhm 10 s nhy lin tc khi sn phm c s thay i gi theo quy nh v bin gi.
i vi nhm hng ha Vng (hng c, hng gia cng - nhm 3 k hiu l D hoc K), c k t nhm 9 (0, 1, 2, 4), hai k
t nhm 10 ch thay i duy nht theo tui vng v quy c nh sau:
43
00: Khng xc nh tui
07: Tui 4100
01: Tui 9999
08: Tui 3750
02: Tui 7500
09: Tui 3333
03: Tui 6800
10: Tui 3350
04: Tui 6500
11: Tui 9160
05: Tui 5850
12: Tui 9840
06: Tui 4160
i vi sn phm Vng ming (m GED1YK46661): Nhm 10 c quy c nh sau:
00: 1 ch
01: 2 ch
02: 5 ch
03: 10 ch
i vi sn phm dy chuyn do PNJ sn xut hoc gia cng ngoi, k t nhm 10 c thay i theo tui vng v di
ca dy c quy c chi tit nh sau:
Dy ngn: c di < 52cm
Dy di: c di 52 cm
Dy mt: c di tnh theo mt
01: Tui 9999 Dy ngn
91: Tui 9999 Dy di
81: Tui 9999 Dy mt
02: Tui 7500 Dy ngn
92: Tui 7500 Dy di
82: Tui 7500 Dy mt
03: Tui 6800 Dy ngn
93: Tui 6800 Dy di
83: Tui 6800 Dy mt
04: Tui 6500 Dy ngn
94: Tui 6500 Dy di
84: Tui 6500 Dy mt
44
05: Tui 5850 Dy ngn
95: Tui 5850 Dy di
85: Tui 5850 Dy mt
06: Tui 4160 Dy ngn
96: Tui 4160 Dy di
86: Tui 4160 Dy mt
07: Tui 4100 Dy ngn
97: Tui 4100 Dy di
87: Tui 4100 Dy mt
08: Tui 3750 Dy ngn
98: Tui 3750 Dy di
88: Tui 3750 Dy mt
09: Tui 3333 Dy ngn
99: Tui 3333 Dy di
89: Tui 3333 Dy mt
Quy c chung v tui: mt m sn phm (15 k t) ch tng ng vi mt tui duy nht trn danh mc sn phm
45
PH LC 2: QUY NH HU MI BO HNH SN PHM

< Trch ti liu ISO m s: PNJ/D/BL-HMBH >
1. Nguyn tc chung:
-
Khi pht sinh nhu cu bo hnh cho khch, cc n v tip nhn phi xc nh r sn phm bo hnh:
Sn phm ca Cng ty sn xut
Hng gia cng ngoi
Mua ngoi,
Lp phiu bin bn Hu Mi Bo Hnh v xc nh r tnh trng, l do bo hnh, ghi r s ha n (phiu Bo hnh), ngy
bn hng ca mn hng yu cu bo hnh.
i vi sn phm bo hnh do rt qu, kim cng: Nhn vin tip nhn c trch nhim trc tip kim tra xc nh ngay
vi khch hng v li rt :
Li do khch hng: xc nh chi ph bo hnh khch hng phi tr, khi ca hng lp phiu xut bo hnh cho
khch.
Li do k thut sn xut: mang sn phm v phng K thut N trang (P.KTNT) xc nh li li k thut v ghi r li
vo bin bn hu mi bo hnh (P.KTNT thng k c hng khc phc phng nga) v xut bo hnh cho
khch hng. Trng hp xc nh ca P.KTNT c nguyn nhn tri vi xc nh ban u, P.KTNT xut hng x l
ln BTG xem xt x l.
Khng nhn bo hnh cc sn phm trong cc trng hp: dy chuyn, lc ch tc b t gy; sn phm b bin dng hoc h
hng nng (NVBH phi t vn v ghi r trn phiu bo hnh cho khch hng); khch hng cung cp thng tin truy lc ha
n khng chnh xc.
46
i vi sn phm b oxy ha, xung mu, s c siu m lm sch bng my chuyn dng (siu m, khng xi) min ph
vnh vin ti ca hng.
Thay min ph Cz, tng hp trong sut thi gian sn phm c bo hnh.
2. Thi gian bo hnh:

1.1. Sn phm vng:
-
Bo hnh 6 thng li k thut, nc xi.
Bo hnh nh bng, siu m min ph v thi hn.
Cc ca hng/chi nhnh gi sn phm hu mi bo hnh v X nghip N trang phi km bin bn hu mi bo hnh.

1.2. Sn phm bc:
Tt c cc sn phm bng Bc bn cho khch s c bo hnh min ph 3 thng u v mt k thut, nc xi.
T thng th 4 n ht thng th 12 s c bo hnh c tnh ph i vi tt c cc sn phm.
Trn 12 thng Cng ty khng nhn bo hnh.
Trng hp mt phiu Bo hnh, ha n (nu c) v c th truy xut thi gian bo hnh th sn phm c bo hnh nu
cn trong thi gian bo hnh.
1.3. Sn phm Jemma:
Min ph 01 nm (12 thng) u v mt k thut & nc xi.
3.
Mc ph bo hnh:
1.1. Sn phm vng:
Gi cng bo hnh sn phm v gi c p dng theo gi hin hnh.
1.2. Sn phm bc:
T thng th 4 n ht thng th 12: p dng mc ph bo hnh l 20%/gi bn sn phm ghi trn Phiu Bo Hnh.
47
Gi bo hnh sn phm bc c quy nh theo bng gi bo hnh sn phm bc ti tng thi im.
Trng hp gi bn sn phm c % chit khu th chi ph bo hnh s c tnh theo gi gim.
Khch hng c th VIP vn cn hiu lc th min ph bo hnh cho tt c sn phm m khch hng mua c tch ly trn
th.
1.3. Sn phm Jemma:
T thng th 13 tr i s c bo hnh c tnh ph 20% gi bn sn phm ghi trn Phiu Bo Hnh.
Trng hp gi bn sn phm c % chit khu th chi ph bo hnh s c tnh theo gi gim.
Trng hp mt phiu bo hnh, ha n (nu c) v khng th truy xut thi gian bo hnh, tnh ph 20%/gi bn sn phm
hin hnh.
2. Mc ph bo hnh cho cc chi tit ph v thay th:

2.1. Sn phm vng:
-
Cc chi tit ph s c tnh ph theo trng lng vng thc t thm vo sau khi bo hnh theo gi Xman.
Trng hp bo hnh c tnh ph: Gi Qu/Bn Qu, kim cng c p dng gi vin xut bo hnh trn Xman.
2.2. Sn phm Bc/Jemma:
i vi bc: Thay kha, t bng v chi tit ph min ph 3 thng u, t thng th 4 n thng 12 tnh ph 15,000/1 chi tit.
i vi Jemma: ty trng hp chi tit khc nhau s thng tin n phng Bn L c gi tha thun vi khch hng trc
khi nhn bo hnh. Thay kha, t bng cho khch hng min ph trong thi gian cn bo hnh.
i vi nhng sn phm c gn Qu/ Bn Qu v Pearl khi nhn bo hnh vn tnh ph theo khung gi trn,
ring tin gn li cho khch s c tnh theo khung gi sau:
Sn phm c gn Qu/ Bn Qu: Khi nhn bo hnh phi thng tin trc vi khch v tin qu/ bn qu, s
tin trn s tnh sau khi giao hng bo hnh li cho khch.
48

3.
Sn phm c gn Pearl s cng thm tin ht vi gi c p dng theo bng gi hin hnh.
Mt s vn khc lin quan n bo hnh:

3.1. i vi sn phm Bc v Jemma
Trng hp i hng: ch nhn i hng mi cho khch hng trong trng hp sn phm b en, b d ng khi eo, i ni ln
hoc nh hn.
Trng hp i ni: thi gian khng qu 03 ngy.
Trng hp dy chuyn b en, b d ng khi eo th i dy mi hoc thu li khi khch hng ng i: thi gian khng qu
1 tun.
3.2. Trng hp khch hng mt Ha n:
i vi Vng:
Cn c thng tin khch hng cung cp truy lc li Ha n bn hng xc nh thi gian bo hnh, nu khng truy xut
c th tin hnh nhn bo hnh tnh ph sau khi nhn dng sn phm.
i vi Bc/Jemma:
Cn c thi gian mua hng ca khch, truy lc li Ha n (Phiu Bo Hnh) ca khch (thi im xut bn trong vng 12
thng) v p dng mc ph bo hnh theo quy nh.
Trng hp khng truy xut c thng tin Ha n (Phiu Bo Hnh) xut bn, cn c m hnh thc t truy xut gi
bn, lp phiu xut (ghi r m sn phm, gi tham chiu v bng gi tham chiu lin quan) chuyn ca hng trng/K
ton hoc Gim st sot xt v Gim c phng Bn l/chi nhnh k duyt thc hin quy trnh nhn bo hnh c tnh ph
theo xut.
4. Quy nh v th tc, chng t khi bo hnh:

-
Tt c cc ph thu c t dch v bo hnh phi c hch ton vo thu dch v.
49
Trng hp siu m lm sch vnh vin ti ca hng: thc hin v hon tr sn phm ngay ti ch cho khch hng, khng lu
kho ti ca hng.
Bo hnh ti XNNT phi c m n hng trn Xman, km theo Bin bn dch v hu mi k thut v ghi r s mn, m
hng, ngy mua hng, ng thi phi c Ha n (Phiu Bo Hnh) i km (trng hp mt Ha n (Phiu Bo Hnh) th
phi c cc giy xc nhn ca ca hng trng/Gim st i vi Bc/Jemma).
50
PH LC 3: H THNG TH GIM GI P DNG TI H THNG PNJ

1. Cc lu :
-
Khch hng s hu ng thi nhiu th: p dng gim gi cho th c mc chit khu cao nht.
Nu PNJ t chc cc chng trnh khuyn mi c hnh thc gim gi, khch hng s la chn hnh thc chit khu: hoc theo
chng trnh khuyn mi hin ti ca PNJ hoc theo chng trnh u i c quy nh theo tng loi th m khch hng
ang s hu. Cc hnh thc khuyn mi khc (nh tng qu) vn p dng.
Cch thc ghi nhn thng tin gim gi bng h thng th theo ng qui nh <thng bo s: 12-TB/2006/PQLHTKDB/PNJ
p dng t ngy 20/12/2006>
2. Th khch hng thn thit: hiu lc t ngy 13/9/2013

i tng p dng: khch hng c th Khch Hng Thn Thit do PNJ pht hnh.
Th KHTT Gold:
-
Mu th:
Mt trc
Mt sau
51
Quyn li:
Stt
Sn phm
Nhm hng
N trang tnh cng (n trang 24K, dy
chuyn)
Vng
Mc u i
Gim 1% trn tng tr gi mua hng
Kim cng ri
N trang kim cng t 4 ly tr ln
N trang hng mn cn li (n trang

mu, n trang Cz, ECZ, v n trang kim
cng, n trang bn gram)
N trang kim cng di 4ly.

2
Bc
Jemma
Sn phm PNJSilver
Cc sn phm bng Silver v bn qu
Cc sn phm ph kin thi trang

(Accessories)
ng H
c nhn i s im khi mua sn phm trong ngy sinh nht.
c chm sc c bit vo cc dp sinh nht, l, tt.
c tng thm im khi c chng trnh ca Gold.
c hng u i hp dn t cc i tc ca PNJ.

52
c nh bng, xi m v lm sch min ph tt c cc chng loi trang sc mua ti h thng ca hng PNJ s theo
thi hn hiu lc ca tng loi th.
Th KHTT Silver:
-
Mu th:
Quyn li:
Stt
Sn phm
Bc
Nhm hng
Sn phm PNJSilver
Mc u i
c nhn i s im khi mua sn phm trong ngy sinh nht.
c chm sc c bit vo cc dp sinh nht, l, tt.
c tng thm im khi c chng trnh ca Silver.
c hng u i hp dn t cc i tc ca PNJ.
c nh bng, xi m v lm sch min ph tt c cc sn phm Silver mua ti h thng ca hng PNJ s theo thi
hn hiu lc ca tng loi th.
53
3. Mt s loi th gim gi khc p dng ti h thng ca hng PNJ:

3.1. Th ng
i tng p dng:
Khch hng thanh ton khi mua sn phm n trang PNJ bng th ghi n ni a hoc th Visa ca Ngn hng ng ti h
thng ca hng PNJ.
Ni dung u i:
STT
u i dnh cho
u i dnh cho th
th ghi n ni a
tn dng
0.5%
1%
1%
1.5%
1.5%
3%
3%
N trang bc PNJSilver
5%
5%
N trang Jemma
5%
5%
5%
5%
Sn phm
Nhm hng
N trang tnh cng (n trang vng 24K, dy chuyn)
Kim cng ri
Vng
N trang kim cng t 4ly tr ln

N trang kim cng di 4ly, n trang hng mn
cc loi (n trang Cz, ECz, v n trang kim cng,
n trang mu, n trang bn gram)
Bc
Jemma
ng h
54
iu kin p dng:
-
i vi th ghi n ni a ca Ngn hng ng : thanh ton bng th t 80% tr ln gi tr ca ha n mua hng
i vi th tn dng Visa ca Ngn hng ng :

Thanh ton bng th vi 100% gi tr ca ha n mua hng.
Khng chp nhn thanh ton i vi cc mt hng sau:
o Vng ming 999,9; vng khoen 999,9
o
N trang vng 24K, n trang vng 22K.
o Kim cng ri t 6ly tr ln.

-
Khi khch hng s hu nhiu th u i (th Ngn hng ng v cc loi th u i khc) mua sn phm ti ca hng ca
PNJ th khch hng ch chn mt hnh thc u i ph hp nht vi mnh.
Chng trnh khng p dng ng thi vi cc chng tnh chit khu gim gi khc.
Th a Nng ng mu 1
55
Th a Nng ng mu 2
Th a Nng Chng Khon CK
Th a Nng Bc S - Dr Card
56
Th a Nng Hu Tr:
Th a Nng Richland Hill
Th Shopping Card
57
Th Sapphire Club
Th Ruby Club
Th Nh Gio
58
Th Lin Kt Sinh Vin
Th chun (mu 01)
Th chun (mu 02)
59
Th vng (mu 01)
Th vng (mu 02)
Mt s lu kim tra th trc khi thanh ton

-
Kim tra khch hng ang giao dch vi hnh trn th xc nh chnh ch th ang giao dch. Trng hp, khng phi ch
th giao dch, yu cu khch hng thanh ton bng tin mt v khng c hng chit khu nh thanh ton bng th.
Kim tra hiu lc th trc khi thanh ton.
Kim tra dy t mt sau th c nguyn vn hay khng.
Kim tra ch k trn ha n v ch k trn th nu khng c s trng khp th ca hng c quyn t chi thanh ton v u
i cho khch hng.
Thi gian p dng: T 01/01/2013 n ht ngy 31/12/2013.

Phm vi p dng: H thng ca hng PNJ trn ton quc c trang b my thanh ton tin qua th.
60
3.2. Th ngn hng Vietcombank:

i tng p dng:
Khch hng khi mua sn phm n trang PNJ v thanh ton bng th do Ngn hng Vietcombank pht hnh ti h thng ca
hng ca PNJ trn ton quc.
Ni dung u i:
STT
Sn phm
Vng
Nhm hng
Kim cng ri di 6 ly
N trang kim cng t 4 ly tr ln
N trang hng mn cc loi (n trang mu, n trang Cz,
Mc u i
1% tr gi sn phm
1.5% tr gi sn phm
3% tr gi sn phm
n trang Ecz, v n trang kim cng, n trang bn gram).

N trang kim cng di 4 ly
2
Bc
N trang bc PNJSilver
5% tr gi sn phm
iu kin p dng:
-
Thanh ton 100% gi tr ca ha n mua hng bng th do ngn hng Vietcombank pht hnh.
Khng chp nhn thanh ton v u i i vi cc mt hng sau:
Vng ming 999,9; vng khoen 999,9
N trang vng 24K, n trang vng 22K, n trang tnh cng
Kim cng ri t 6ly tr ln.
Khi khch hng s hu nhiu th u i (th Vietcombank v cc loi th u i khc) mua sn phm ti ca hng ca PNJ
th khch hng ch chn mt hnh thc u i ph hp nht vi mnh.
61
Chng trnh khng p dng ng thi vi cc chng tnh chit khu gim gi khc.
Th chun
Th tn dng VietcomBank
Vietnam Airlines Platinum
62
UNIONPAY
American Express.
JCB
63
Visa & Mastercard
64
Lu :
-
Kim tra hiu lc th trc khi thc hin thanh ton.
Kim tra ch k trn ha n v ch k trn th nu khng c s trng khp th ca hng c quyn t chi thanh ton v u
i cho khch hng.
Thanh ton bng Th ghi n ni a ca Ngn hng Vietcombank: khi my yu cu nhp m PIN, khch hng nhp khng
ng m PIN 3 ln th ngh khch hng thanh ton bng tin mt v khng c hng chit khu nh thanh ton bng
th.
Nhm m bo tnh an ton v trnh nhng khiu ni lin quan n vic thanh ton th, ca hng ch chp nhn thanh ton
khi khch hng chng minh c mnh l ch th ang c dng thanh ton.
Thi gian p dng: T ngy 25/02/2013 n ht ngy 25/02/2014.

Phm vi p dng: H thng ca hng PNJ trn ton quc c trang b my thanh ton tin qua th.
3.3. Th Ngn hng ANZ Vit Nam
Thi gian: t 21/10/2013 n ngy 05/10/2014
Phm vi p dng: H thng ca hng PNJ trn ton quc.
Trch nhim:
-
P. Bn L v cc chi nhnh, ca hng, quy hng PNJ trn ton quc: nm ni dung chng trnh hp tc u i v hng
dn cho nhn vin bn hng trong trng hp nhn vin bn hng cn thc mc, cha hiu ni dung v cc vn pht sinh
khc c lin quan n ni dung chng trnh hp tc u i ny.
65
P. Cng ngh thng tin: cp nht hnh thc chit khu, mc u i chng trnh Hp tc ca PNJ v Ngn Hng ANZ Vit
Nam vo phn mm chng trnh Khch hng thn thit.
Ni dung:
i tng p dng: Khch hng l chnh ch th thanh ton bng th tn dng ca ANZ (xem mc 4.5) khi mua hng ti h
thng PNJ s c chit khu vi t l nh sau:
T l u i:
Mc u i dnh cho khch hng
Stt
Sn phm
Nhm hng
thanh ton bng th tn dng

HSBC
- N trang hng mn cc loi (n trang

1
mu, n trang Cz, n trang ECz, v n
Vng
trang kim cng, n trang bn gram)
3%/tr gi sn phm
- N trang kim cng di 4 ly.

Bc
2
(Bao gm tt c cc n
trang
thuc
nhn
hng
N trang thuc nhn hng PNJSilver
5%/tr gi sn phm
PNJSilver)
(Khng p dng cho tt cc sn phm tnh cng trong chng trnh ny.)
iu kin p dng: Khch hng mua hng v thanh ton 100% tr gi ha n bng th tn dng do ANZ pht hnh. (Xem
mc 4.5)
66
Quy nh khc: Quy nh thanh ton cc nhm hng bng th ca cc Ngn Hng p dng theo Quy nh chung v cc loi
th s 964/2013/QUD-BTGD-CTY ngy 13/09/2013.
c im nhn dng th tn dng ca Ngn Hng ANZ:
TH GHI N
TH TN DNG CHUN
TH TN DNG PLANTIUM SPB

(VIP)
TH TN DNG VNG
TH TN DNG PLANTIUM
Trong trng hp Ngn Hng ANZ c s thay i, b sung mu th mi (nu c) trong tng lai th P.Marketing s c thng
bo b sung c th km theo
67
th giao dch, yu cu khch hng thanh ton bng tin mt.
Kim tra ch k trn ha n v ch k trn th.

Bo co
Trong 02 ngy u tin ca thng lin k sau k bo co, cc n v np bo co chit khu cho th ANZ trong thng y
gi cho BP. CSKH thuc P.Marketing.
3.4.
Hnh thc gi bo co: Gi km tp tin theo ng truyn mng cng vn ni b (mu bo co nh km)
Th Ngn hng HSBC
Thi gian: t 21/10/2013 n ht ngy 05/10/2014

Phm vi p dng: H thng ca hng PNJ trn ton quc.
Trch nhim:
-
P. Bn L v cc chi nhnh, ca hng, quy hng PNJ trn ton quc: nm ni dung chng trnh hp tc u i v hng dn
cho nhn vin bn hng trong trng hp nhn vin bn hng cn thc mc, cha hiu ni dung v cc vn pht sinh khc
c lin quan n ni dung chng trnh hp tc u i ny.
P. Cng ngh thng tin: cp nht hnh thc chit khu, mc u i chng trnh Hp tc ca PNJ v Ngn Hng HSBC Vit
Nam vo phn mm chng trnh Khch hng thn thit.
Ni dung:
i tng p dng: Khch hng l chnh ch th thanh ton bng th tn dng ca HSBC (xem mc 4.5) khi mua hng ti h
thng PNJ s c chit khu vi t l nh sau:
68
T l u i:
Stt
Sn phm
Nhm hng
Mc u i dnh cho khch hng

thanh ton bng th tn dng HSBC
- N trang hng mn cc loi (n trang

1
mu, n trang Cz, n trang ECz, v n
Vng
trang kim cng, n trang bn gram)
3%/tr gi sn phm
- N trang kim cng di 4 ly

2
Bc
(Bao gm tt c cc n
trang
thuc
nhn
hng
N trang thuc nhn hng PNJSilver
5%/tr gi sn phm
PNJSilver)
(Khng p dng cho tt cc sn phm tnh cng trong chng trnh ny)
iu kin p dng: Khch hng mua hng v thanh ton 100% tr gi ha n bng th tn dng do HSBC pht hnh. (Xem mc
4.5)
Quy nh khc: Quy nh thanh ton cc nhm hng bng th ca cc Ngn Hng p dng theo Quy nh chung v cc loi th s
964/2013/QUD-BTGD-CTY ngy 13/09/2013.
c im nhn dng th tn dng ca Ngn Hng HSBC:
69
Hnh nh th Visa do
HSBC pht hnh:
70
Hnh nh th Master do
HSBC pht hnh
Trong trng hp Ngn Hng HSBC c s thay i, b sung mu th mi (nu c) trong tng lai th P.Marketing s c thng bo
b sung c th km theo
-
th giao dch, yu cu khch hng thanh ton bng tin mt.
Kim tra ch k trn ha n v ch k trn th.
Bo co
-
Trong 02 ngy u tin ca thng lin k sau k bo co, cc n v np bo co chit khu cho th HSBC trong thng y
gi cho BP. CSKH thuc P.Marketing.
Hnh thc gi bo co: Gi km tp tin theo ng truyn mng cng vn ni
71
CC TI LIU, QUY NH P DNG TRONG KINH DOANH L
Q bo hnh (Qui nh 669-QU/2008/P.QLHTKD/PNJ, p dng t ngy 01/07/2008 )

Q nhn dng sn phm
Quy trnh k duyt xut (s 563 QT/2007/P.QLHTKDB Cty)
Cc TB v th gim gi. (s 245 TB/2008/ PNC CTY)
Bng hng dn siu m cc loi sn phm n trang ti cc CN v CH (s 329 HD/2007/PKTCL CTY)
Q hng tr v
Th tc hu mi bo hnh
Th tc t hng trong h thng kinh doanh Bc
Ban Gim c Phng Bn L
( k)
Trn Th Thu H
Ngy thng 11 nm 2013
Lu : Nhng thay i trong quy trnh, quy nh trong hot ng bn hng thng xuyn c cp nht trn Cng Vn Ni B
- trang ti liu ISO 9001.
72
73

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GIO TRNH O TO NHN VIN BN HNG

NGUYN TH NGC MINH

Gio trnh o to NVBH PNJSilver

II. CC BC CHUN B BN HNG ...................................................................................................................................... 22

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CHNG 1: NI QUY QUY NH

N: b vy m cng ty cung cp (vy tm hng + o thun trng) + bng tn bn ngc tri.

Nam: bata mu trng

N: tc ct cao, gn gng, mi khng che mt. Khng nhum mu sng

Nam: Tc ht cao, h tai, khng che gy. Khng nhum mu sng.

Mng tay: ct gn, sch s, ch c sn bng.

Trang sc: eo cc sn phm ca PNJ hoc nhn ci.

Gio trnh o to NVBH PNJSilver

2. Thi ca nhn vin khi giao tip vi khch

ng hp l (ng thng, lch khong 45 so vi hng nhn ca khch hng).

S dng 2 tay khi giao tip vi khch.

eo bao tay v s dng khay nhung khi tip khch.

Gio trnh o to NVBH PNJSilver

Lun trong t th sn sng tip khch.

3. Thi ca nhn vin trong gi lm vic

Khng ni xu, bn tn v khch hng trong ca hng.

Khng ngi t quy ny ni vi sang quy khc

Khng ngi ngoi quy hay b quy.

Khng lm vic ring trong gi lm vic.

Khng n ung trong ca hng v gi cho ca hng khng c mi n.

Khng trang im trong quy.

4. Hng dn Thi phc v khch hng:

Khng n trnh hoc lm l.

Thi lun nh nhn, l php.

Nu gi ng nghip h tr: Em xin li (KH ang tip), .... i, xin h tr gip.

Gio trnh o to NVBH PNJSilver

b. THN MT VI KHCH HNG

Ch ng cho hi KH trc, gi tn hoc gi theo gii tnh/ tui KH.

Ging ni nh nh, n ha, tuyt i khng ln ging.

By t thi bit chia s, gip KH ging nh cng i mua sm vi ngui thn.

S dng cc t ng thn mt: Vng/D, Vui lng, Gip Em ...

Linh hot bin chuyn s bc xc ca KH bng s kho lo, thn thin.

By t thi lun v quyn li ca KH

Lun c gng ht sc gip khch hng.

Lun th hin thi nhit tnh, tch cc, st sng.

Lun tm kim gii php tt nht phc v khch hng c hi lng.

Lun chia s, quan tm n li ch khch hng.

Lun t tin, t vn k v sn phm KH an tm v cht lng sn phm cng nh dch v.

Ch ng tm hiu nhu cu c c hi phc v ln sau.

Khng ni chuyn ring hoc ni chuyn in thoi khi tip khch.

Gio trnh o to NVBH PNJSilver

Xin li, ht gi lm vic

Ch c ngi mua lm ch ngi bn khng lm

Khch hng l ngi u tin than phin v vn ny, ...

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CHNG 2: SN PHM DCH V

NGUYN LIU TRONG SN XUT N TRANG BC

Gio trnh o to NVBH PNJSilver

cng: 6-7 (theo thang o cng Morh: cng nht 10).

Ngun gc nhp khu: Php.

Gio trnh o to NVBH PNJSilver

bng sng trn b mt :

B mt: b mt vin ngc trai cng t t vt thin nhin th gi tr cng cao

Ngc trai c bc mt lp x c l cht hu c, nn rt d b tn hi do tc dng ca cc loi ho cht. Khi s dng, nn

Gio trnh o to NVBH PNJSilver

S dng my th kim cng:

Kim cng: kim hoc n bo s di chuyn n mc Diamond v c tn hiu c trng.

CZ: kim s khng di chuyn.

Kim tra bng mt thng: