ICS03.080 A10DB4401 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 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.....................................................................................................................................