DB4401/T 63-2020 连锁超市服务质量规范

ICS03.080

A10

DB4401

广州市地方标准

DB4401/T63—2020

代替DB440100/T209—2014

连锁超市服务质量规范

Servicequalitystandardofchainsupermarket

2020-06-08发布2020-07-01实施

广州市市场监督管理局发布

DB4401/T63—2020

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基本要求.........................................................................................................................................................2

5服务环境及设施.............................................................................................................................................2

5.1服务环境、卫生.....................................................................................................................................2

5.2服务设施.................................................................................................................................................2

5.3设备设施维护.........................................................................................................................................3

6营运管理.........................................................................................................................................................3

6.1商品采购管理.........................................................................................................................................3

6.2商品销售管理.........................................................................................................................................3

6.3商品信息管理.........................................................................................................................................3

6.4生鲜区管理.............................................................................................................................................4

6.5储存区/库房管理...................................................................................................................................4

6.6促销管理.................................................................................................................................................4

7服务要求.........................................................................................................................................................4

7.1制度.........................................................................................................................................................4

7.2人员.........................................................................................................................................................4

7.3服务操作.................................................................................................................................................4

7.3.1服务用语.........................................................................................................................................5

7.3.2服务行为.........................................................................................................................................5

7.3.3结算服务.........................................................................................................................................5

7.3.4包装服务.........................................................................................................................................5

7.3.5辅助服务.........................................................................................................................................5

7.3.6售后服务.........................................................................................................................................5