GIO TRNH O TO NHN VIN BN HNG PNJSILVER (CHNH SA B SUNG LN 4 THNG
11/2013) Lu hnh ni b Gio trnh o to NVBH PNJSilver 2 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 NGY : 12/11/2013 PHNG BN L NGY : 12/11/2013 PHNG NHN S NGY :
13/11/2013 P. TNG GIM C ( k) TRN TH THU H ( k) NGUYN TH NGC MINH (
k) L HU HNH Gio trnh o to NVBH PNJSilver 3 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 Gio trnh o to NVBH PNJSilver 4 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. Gio trnh o to NVBH PNJSilver 5
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. Gio trnh o
to NVBH PNJSilver 6 -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.
-Trongtrnghpangbntipkhch,chacngnghiphtr:Emxinli,Anh/chvuilngiEmtpht,Ems
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 . Gio trnh o to NVBH
PNJSilver 7 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. Gio trnh o to NVBH PNJSilver 8 -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 tiGhi ch: Nhng t in m l bt buc s
dng thng nht trn ton h thng. Gio trnh o to NVBH PNJSilver 9 CHNG 2:
SN PHM DCH VI.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.
-Bngcngnghxihini(cngnghxiinccscholpxibmtrnsnphmuhn,mnhn,chcbnhn),
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.-Viccnhnhiutrangsctrnthgii(website:SterlingSilver.com,sterlingsilver.us,)thcmdanhtsterlingsilver
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 Gio trnh o to NVBH
PNJSilver 10 - cng: 6-7 (theo thang o cng Morh: cng nht 10).-Ngun
gc nhp khu: CZ s dng trong trang sc PNJSilver c cng tynhp 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: Gio trnh o
to NVBH PNJSilver 11 -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 nhngging 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
-Ngctraicbcmtlpxclchthuc,nnrtdbtnhidotcdngcaccloihocht.Khisdng,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. Gio trnh o to NVBH PNJSilver 12 - 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 vtr 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 dngIII. H THNG SN PHM CNG
TY PNJ 1. Sn phm trang sc do PNJ sn xut Trang sc c -Trang sc cng
nghip cgm cc sn phmnhn, 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, ). Gio trnh o to NVBH PNJSilver 13 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 -Snphm chtc l
cc sn phm c snxutkt hpgiamt 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
mtondymy(BC012chnghn)cditheotiuchuncamtlctayhocchn,ondynyscthm 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). Gio trnh o to NVBH PNJSilver 14 3.Cc line
hng ang kinh doanh: LINE ALINE B1LINE B2LINE CLINE D I TNG KHCH HNG
Di 20 tui Hc sinh, sinh vin 20 35 tui Nhn vin vn phng Em b t 0 n 6
tui 20 26 tui Sinhvin,nhn vin vn phng NH HNG PHONG CCH Trtrung,d
thng Thanhlch,hin i Sangtrng,tinh t Theotrolu, thi trang MC CH S
DNG Sdngthng xuyn Sdngthng xuyn S dng i ticLm qu tng Sdngichi, ngn
hn CHT LIUBc 92.5 xi Rhodium Hpkim,ng thau3.1.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. Gio
trnh o to NVBH PNJSilver 15 -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 thitk
rtthanhmnh, s dng chnh size nh hockt nhiu nh,mu c thitk 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: Gio trnh o to NVBH PNJSilver 16 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. Snphm n tng: Nhngmu thitk ca dng nymang
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 loiPhng php SXc im NhmChi titc
imLi ch Hnh nh mu NHNNam N Cp c- Nhncnhiucnikhc nhau,trnhaycgn,
ngctrainhmthamn nhucucakhchhng. cbitccnhncprt cccbntryuthch
bitnhlngmncan, haynhngmunhnbng cao su y mu sc v thi trang.
Thchhplmqutng hoc mua s dng. cbitccnhncprt c cc bn tr yu thch
bitnhlngmncan nncthdnglmqu tngtrongccdplc bit nh Valentime,
8/3...
Gio trnh o to NVBH PNJSilver 17 - C ni quy nh N: 47 54 Nam: 53
60 M AYNam N Cp cKchthcvkiumuca mairtadng:lnv gccnhdnhchonam, thanh
mnh dnh cho n.Mummayadng, luncgiphhpcho miitngkhch hng. Vi cngmt dy
chuyn khikhchhngkthp ccmaykhcnhaus to sn phm mi. DY CHUYN Nam N My,
hoc tayChiu di quy nh N: 40 - 42 45 Nam: 50 - 55 Em b: 36 - 38 - 40
Dy chuyn PNJ c sn xutbngmycngngh Italiannhuhtut csmmmi,thm m. BNG
TAINc, hoc ch tcMubngtaihuhtc gn tng chiu sng ca sn phm bi kch thc
Gp phn lm sng khun mt.cbitlachn bngtaiphhpsgp Gio trnh o to NVBH
PNJSilver 18 thng nhphntoscnicho khun mt. LCTay, hocchn c, hoc ch
tc, hoc lm tay -Lcchtcgm02phn cbnldyvchitit ph(haytngteng)nhm
tosmmmicholc. Dotnhphctpcamt slctaynamnnc lm bng tay. -Chiu di quy
nhLc tay:N: 16 18 Nam: 18 20 Em b: 14 16 Lc chn:N: 23 25Em b: 16 18
Lc tay n: thit k thanh mnh,tosmmmi cho i tay. Lc tay nam: thitk bn
to,tosmnhm,cng cp ca i tay. Gio trnh o to NVBH PNJSilver 19 VNGNgi
ln Tr em c, hoc lm tay -Huhtvnguc c,ngoitrtrnghp ca vng chm. -C ni
quy nh: 51 56 -Vngembni:38-40 42 44 46 - 48 Tovpsangtrng, thanh
lch. SP KHCDy c (Collier) c, hoc ch tc -Dyclchngloia dngnhtvchtliu
(caosu,da,bc).Mt dngdychuynnhng cthmccchititph gn c nh trn phn dy.
-Chiudiquynh:40- 42 - 44 Michtliuthhinc tnhkhcnhau,KHd
dnglachnchoph hpviphongcchca mnh.(toimnhnv che khuyt im vng c) Dy
cao su c -Chiu di quy nh Dy ln (2404): 42 45 50 Dy nh (2405): 40 -
42 - 45 Dnh cho cc khch hng munthhinctnh mnh m. Gio trnh o to NVBH
PNJSilver 20 IV.QUY NH NHN DNG SN PHM SILVER: SN PHM LOIBC CC LOI
DU NG V TH T NG V TR NG/KHC DUHNH THC DU NHN92.5%925PNJ- Ngoi ai. -
ng v tr ging nh nhn vng. - Du chm. BNG TAI92.5%925 PNJ1. t bng/kha.
2. Mt sau sn phm. Du chm. 1.Bt buc. 2.Chthchinkhisn phmcbmt ng du.
DY C, LC 92.5%925 PNJ1.Trn kho. 2.Trn khoen/ Hai u Bas. 3.Mt sau sn
phm hoc bn hng (thnh ng). Du chm. 1. Bt buc. 2, 3. Thc hin khi sn
phm c b mt ng du. VNG 92.5%925 PNJDt lng.Du chm. Ci ocMuciocgnv
pearlTngthmsthanhlch vsangtrngchongi s dng. Gio trnh o to NVBH
PNJSilver 21 SN PHM LOIBC CC LOI DU NG V TH T NG V TR NG/KHC DUHNH
THC DU M AY 92.5%925 PNJ-Mtsausnphm(thchinkhic b mt ng du). -Trn
khoen git nc (nu ng tay). Du chm. Khoen git ncSN PHM KHC VI TNH
92.5%925 PNJMt sau sn phm.Du chm. i vi ng du. Mt sau sn phm.Du chm.
i khc vi t. DY CHUYN 92.5% 925 PNJ Hai u Bas hoc trn th bi.Du chm.
PNJTrn kha cng cua 925 Ag 925 Gio trnh o to NVBH PNJSilver 22 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 Gio trnh o to NVBH PNJSilver 23 -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. Gio trnh
o to NVBH PNJSilver 24 -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 Gio trnh o to
NVBH PNJSilver 25 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 loiCch trang tr Bng tai Mt trcMt sau Vng & lc VngLc Gio
trnh o to NVBH PNJSilver 26 Nhn cp Mt trcMt sau M ay Mt trcMt sau
Gio trnh o to NVBH PNJSilver 27 1.1.2.Phng php trng by Trng theo
tng line hng Line hngCch trng by Duyn dng Gio trnh o to NVBH
PNJSilver 28 Thnh th Thanh lch Baby Gio trnh o to NVBH PNJSilver 29
1.2. Trang sc ph kin Tng quan t trng by Gio trnh o to NVBH
PNJSilver 30 Trng by Bng, Lc v Vng Gio trnh o to NVBH PNJSilver 31
Trng by dy cTrng by t n tng Gio trnh o to NVBH PNJSilver 32 II. BO
QUN V V SINH HNG HA
-Kimtrachtlngsnphmkhinhnhngvchuyntrccsnphmkhngtchtlngtheongquinhca
Cng ty -To mi trng thongmt, 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. Gio trnh o to NVBH PNJSilver 33 -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 lngmui (theo t l th tch ca b siu
m)vo nc m ni trn bngphngkhuy 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, ) Gio trnh o to NVBH PNJSilver 34
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 DNGDo 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: Gio trnh o to NVBH PNJSilver 35 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 TY1. 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, mvng, gy nt, -Brooch: kim m
bo an ton (u kim nh khng 2-3mm) Gio trnh o to NVBH PNJSilver 36
-Khi phthin c snphm b lik thut,khng t cht lng lu thng, Ca hng
phinhanh chng tr hngv 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:Cchnghakhngcntchtlngluthngdotrongqutrnhboqun,trngby,Cahngcngphinhanh
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:-HnghakhimangvxnghipBcbohnhphicBinbndchvhumibohnh[biumu
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)] Gio trnh o to NVBH PNJSilver 37 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)(3)(4)(5)(6)(7)(8)(9)(10)
VD:a. M n trang c thng gn XM (1) 1 ch (2) 1 ch (3) 1 ch (4) 1 s/ch
(5) 1 ch (6) 1 ch (7) 5 s/ch (8) 1 du (9) 1 s (10) 2 s Loi hng ha
Cht liu G: Vng S: Bc T: Thau/ hp kimP: Platinum L: Paladium Z : Khc
Y: Yabling Chng loi B : Bng tai N : Nhn M : M ay. L : Lc V : Vng C
: Dy c D : Dy chuyn R : Ci o H : King K : Kp Cravat Phng php SX D :
c H : Ch tc T : Tay A: Dp M : Dy my F : Khc vi tnh C : Chui N : Hng
mn (Nhp Ni sn xut 1: Xng vng 2: Xng bc 3: Xng thau/hp kim G: Gia
cng trong nc C: Th Mu sc Y: W: trng R: Cao su C: + trng H: hng+
trng X:hng Z: 3 mu V: +hng L: Colorit K: Khng Tnh cht J: Jemma N:
Thng A: Cao cp 1 B : cao cp 2 C : cao cp 3 I: cao cp 4 (CAO) Q: cao
cp 3 ( CAO) F: Xut khu gi rE: Xut khu S th t Gm 5 s tng lin tc v
khng trng nhau. (Tr mt s quy c ring theo ph Du chm Dng ngn cch gias
tht vloi nh km gn km 0: Khng gn 1: xon M 2: Pearl thng (Cp 54)+ Xon
m hoc ch gn pearl thng. 3: qu/bn qu/pearl + Kim cng 4: tng hp S th
t 00: Mgc 01 99: Thay i v tui vng, trng lng vng, kch thc , gi . (Tr
quy c ring nh km) 0001000NY11.DNG Gio trnh o to NVBH PNJSilver 38
(1) 1 ch (2) 1 ch (3) 1 ch (4) 1 s/ch (5) 1 ch (6) 1 ch (7) 5 s/ch
(8) 1 du (9) 1 s (10) 2 s S : Ci manset P : Kha chui pearl Q : Bp
nt T : Vng ming A : Bng E : Kp tc F : Mc khaO : Buc tcZ : KhcI :
Charm G: Hp mua) Y: Hng V: V n trang K: Gia cng Z : Khc ca hng E:
Gia cng nc ngoi M: Mua trong nc I: Mua nc ngoi K: Khng quan tmquan
tm D : Dy da thng. H: Xut khu cao cp 1 P: Xut khu cao cp 2 (Janai,
Cosco, Hn quc) M: Mu K: Khng quan tm (Bao gm cc chng loi sp nh: Ch
tc, vi tnh, dy chuyn tay/ my/mua ngoi) lc)5: Kim cng 6: qu/bn
qu/pearl cao cp (Cp 53,52) + Xon m hoc sn phm ch gn qu/bn qu, pearl
cao cp. 7: M no/ X c hoc M no/ X c + xon m (Ch p dng cho Bc). 8 :
dn-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) Gio trnh o to NVBH PNJSilver 39 -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:Lttcccloisnphmntrangcthmuanhiunckhcnhaunhngcmumca,cnhm3 (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.
-SnphmVntrang:Lttcccchngloisnphmchahonchnh,cdngv,cnhm3(phngphpsn
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 Gio trnh o to
NVBH PNJSilver 40 CP CHT LNG K T NHM (6) TRONG M SPDIN GII TRONG
NCXUT KHU 00Cha s dngCha s dngCha s dng 01NF Bao gm nhng sn phm
thng; -Sn phm trong nc knh kinh doanh s. -Sn phm xut khu gi r (FHT)
02 A khng gn .0 A gn .1 A gn .2 A gn .4 J E -Bao gm nhng sn phm
trong nc cao cp 1 v tng ng; -Sn phm trong nc knh kinh doanh l cao
cp mc 1 khng gn .0; gn xon M (.1) hoc; -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) 03 A gn .3 A gn .5 A
gn .6 B H Bao gm nhng sn phm trong nc cao cp1 gn c gi tr cao, cao
cp 2 gn ECZ, cao cp 3 v tng ng;
-Snphmtrongnccaocpbnlgn:qu/bnqu/pearlcao cp/n trang kim cng/v kim
cng . -Sn phm xut khu cao cp mc 1 (FHT, NHT, M,) Gio trnh o to NVBH
PNJSilver 41 CP CHT LNG K T NHM (6) TRONG M SPDIN GII TRONG NCXUT
KHU C 04IP 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). -Sn phm trong nc
nhn CAO. -Sn phm xut khu cao cp 2 (Janai, costco, Hn Quc) 05Cha s
dngCha s dngCha s dng 06Cha s dngCha s dngCha s dng Nhm 7: S th t
-i vim snphmn trang trdy chuyn PNJ:S dng 5 s tng lintc 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 chuynmua ngoi: Nhm 10 s
thay i theo trng lng vngv c quy nh theo bin nh sau: *00 :trng lng
(TL) di < 1,0000 ch*01 :1.0000 ch (TL) < 2,0000 ch*02 :2,0000
ch (TL) < 3,0000 ch*06 :6,0000 ch (TL) < 7,0000 ch *07
:7,0000 ch (TL) < 8,0000 ch *08 :8,0000 ch (TL) < 9,0000 ch
Gio trnh o to NVBH PNJSilver 42 *03 :3,0000 ch (TL) < 4,0000
ch*04 :4,0000 ch (TL) < 5,0000 ch*05 :5,0000 ch (TL) < 6,0000
ch *09 :9,0000 ch (TL) < 10,0000 ch *10 :trng lng trn 10,0000 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 *100: Gn Xon m *200: Gn Pearl thng hoc pearl
thng + xon m *201: Gn Pearl thng + 2 da/ tng hp *400: Gn tng hp mu
xanh topaz *401: Gn tng hp - mu xanh 2 da *402: Gn tng hp - mu hng
*403: Gn tng hp - mu en *404: Gn tng hp - mu *405: Gn tng hp - mu
vng *406: Gn tng hp - mu mix *407: Gn tng hp - mu tm *408: Gn tng
hp mu xanh l *409: Gn tng hp mu nu *600:Gnqu/bnqu/Pearlcaocphoc qu/
bn qu/ pearl cao cp + xon m *700:Gnmno/XchocMno/Xc+ 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 801 : Mu trng 802 : Mu en
803 : Mu xanh l m 804 : Mu xanh l va 821 : Mu nu m822 : Mu nu va
823 : Mu nu lt 824 : Mu cam m825 : Mu cam va Gio trnh o to NVBH
PNJSilver 43 805 : Mu xanh l lt 806 : Mu xanh dng m 807 : Mu xanh
dng va 808 : Mu xanh dng lt809 : Mu m 810 : Mu va 811 : Mu lt 812 :
Mu tm m813 : Mu tm va 814 : Mu tm lt815 : Mu vng m816 : Mu vng va
817 : Mu vng lt 818 : Mu hng m 819 : Mu hng va 820 : Mu hng lt 826
: Mu cam lt827 : Mu xm m828 : Mu xm va 829 : Mu xm lt
830:Nanomix:spsdng> 2muNanohoc mu Nano + dn 831: Thau xi thic
Cobalt (en m) 832: Thau Nano trong 833: Thau xi km Nano trong 834:
Thau gi c Nano trong 835: Nano Turquoise 20 (lam ngc) 836: Nano
Turquoise 10 (lam ngc) 837: Nano Blue 20 (xanh dng) 838: Nano Blue
10 (xanh dng) 839: Thau xi ng Nano trong -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: Gio trnh o to NVBH PNJSilver 44
*00: Khng xc nh tui *01: Tui 9999 *02: Tui 7500 *03: Tui 6800 *04:
Tui 6500 *05: Tui 5850 *06: Tui 4160 *07: Tui 4100 *08: Tui 3750
*09: Tui 3333 *10: Tui 3350 *11: Tui 9160 *12: Tui 9840 -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 02: Tui 7500 Dy ngn 03: Tui 6800 Dy
ngn 04: Tui 6500 Dy ngn 91: Tui 9999 Dy di 92: Tui 7500 Dy di 93:
Tui 6800 Dy di 94: Tui 6500 Dy di 81: Tui 9999 Dy mt 82: Tui 7500
Dy mt 83: Tui 6800 Dy mt 84: Tui 6500 Dy mt Gio trnh o to NVBH
PNJSilver 45 05: Tui 5850 Dy ngn 06: Tui 4160 Dy ngn 07: Tui 4100
Dy ngn 08: Tui 3750 Dy ngn 09: Tui 3333 Dy ngn 95: Tui 5850 Dy di
96: Tui 4160 Dy di 97: Tui 4100 Dy di 98: Tui 3750 Dy di 99: Tui
3333 Dy di 85: Tui 5850 Dy mt 86: Tui 4160 Dy mt 87: Tui 4100 Dy mt
88: Tui 3750 Dy mt 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 Gio
trnh o to NVBH PNJSilver 46 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
vobinbnhumibohnh(P.KTNTthngkchngkhcphcphngnga)vxutbohnhcho 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 tvnvghi r trnphiu bo hnh chokhch hng);khch hngcung cp
thng tin truy lc ha n khng chnh xc. Gio trnh o to NVBH PNJSilver 47
-ivisnphmboxyha,xungmu,scsiumlmschbngmychuyndng(sium,khngxi)minph
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 hpmt phiu Bo hnh, ha n (nu c) v c th truy
xut thigian 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. Gio trnh o to
NVBH PNJSilver 48 -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.
-ivinhngsnphmcgnQu/BnQuvPearlkhinhnbohnhvntnhphtheokhunggitrn, 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. Gio trnh o to NVBH
PNJSilver 49 Sn phm c gn Pearl s cng thm tin ht vi gi c p dng theo
bng gi hin hnh. 3.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 rm sn phm,gi tham chiuv
bnggi tham chiu linquan) 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. Gio trnh o to NVBH
PNJSilver 50 -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.
-BohnhtiXNNTphicmnhngtrnXman,kmtheoBinbndchvhumikthutvghirsmn,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). Gio trnh o to NVBH PNJSilver 51 Mt trcMt sau 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
chngtrnhkhuynmihinticaPNJhoctheochngtrnhuicquynhtheotngloithmkhchhng
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 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: Gio trnh o to
NVBH PNJSilver 52 -Quyn li: SttSn phmNhm hngMc u i 1Vng
Ntrangtnhcng(ntrang24K,dy chuyn) Gim 1% trn tng tr gi mua hng Kim
cng ri Gim 2% trn tng tr gi mua hng N trang kim cng t 4 ly tr lnGim
3% trn tng tr gi mua hng Ntranghngmncnli(ntrang
mu,ntrangCz,ECZ,vntrangkim cng, n trang bn gram) N trang kim cng di
4ly. Gim 5% trn tng tr gi mua hng 2BcSn phm PNJSilverGim 7% trn tng
tr gi mua hng 3Jemma Cc sn phm bng Silver v bn quGim 5% trn tng tr
gi mua hng Cc sn phm ph kin thi trang (Accessories) Gim 10% trn tng
tr gi mua hng 4 ng HGim 10% trn tng tr gi mua hng 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. Gio trnh o to NVBH PNJSilver 53 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: SttSn
phmNhm hngMc u i 1BcSn phmPNJSilverGim 7% trn tng tr gi mua hng 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. Gio trnh o to NVBH PNJSilver 54 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:STTSn phmNhm hng u i dnh cho th
ghi n ni a u i dnh cho th tn dng 1Vng N trang tnh cng (n trang vng
24K, dy chuyn)0.5%0 Kim cng ri1%1% N trang kim cng t 4ly tr
ln1.5%1.5% Ntrangkimcngdi4ly,ntranghngmn
ccloi(ntrangCz,ECz,vntrangkimcng, n trang mu, n trang bn gram) 3%3%
2BcN trang bc PNJSilver5%5% 3JemmaN trang Jemma5%5% 4ng h5%5% Gio
trnh o to NVBH PNJSilver 55 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: oVng ming
999,9; vng khoen 999,9 o N trang vng 24K, n trang vng 22K. oKim 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 Gio trnh o to NVBH
PNJSilver 56 Th a Nng ng mu 2 Th a Nng Chng Khon CK Tha Nng Bc S -
Dr Card Gio trnh o to NVBH PNJSilver 57 Th a Nng Hu Tr: Th a Nng
Richland Hill Th Shopping Card Gio trnh o to NVBH PNJSilver 58 Th
Sapphire Club Th Ruby Club Th Nh Gio Gio trnh o to NVBH PNJSilver
59 Th Lin Kt Sinh Vin Th chun (mu 01) Th chun (mu 02) Gio trnh o to
NVBH PNJSilver 60 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. Gio trnh o to NVBH PNJSilver 61 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: STTSn phmNhm hngMc u i 1VngKim cng ri di 6 ly1% tr gi
sn phm N trang kim cng t 4 ly tr ln1.5% tr gi sn phm N trang hng mn
cc loi (n trang mu, n trang Cz, n trang Ecz, v n trang kim cng, n
trang bn gram). N trang kim cng di 4 ly 3% tr gi sn phm 2BcN trang
bc PNJSilver5% 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. Gio trnh o to NVBH PNJSilver 62 -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 Gio trnh o to NVBH PNJSilver
63 Th tn dng VietcomBank UNIONPAY Th tn dng VietcomBank American
Express. Th tn dng VietcomBank JCB Gio trnh o to NVBH PNJSilver 64
Th tn dng VietcomBank Visa & Mastercard Gio trnh o to NVBH
PNJSilver 65 Lu : -Kim tra hiu lc th trc khi thc hin 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. -Thanh ton bng Thghi n nia ca Ngn hng
Vietcombank:khimy yu cu nhpm PIN,khch hngnhpkhng ngm PIN 3 lnth
nghkhch hng thanh ton bng tinmtvkhng c hng chitkhu 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. Gio trnh o to
NVBH PNJSilver 66 -P. Cng ngh thng tin: cp nht hnh thc chit khu, mc
u i chng trnh Hp tc ca PNJ v Ngn HngANZ 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:SttSn phmNhm hng Mc u i dnh cho
khch hng thanh ton bng th tn dng HSBC 1Vng -Ntranghngmnccloi(ntrang
mu,ntrangCz,ntrangECz,vn trang kim cng, n trang bn gram)-N trang
kim cng di 4 ly. 3%/tr gi sn phm 2 Bc (Baogmttcccn trangthucnhnhng
PNJSilver) N trang thuc nhn hng PNJSilver5%/tr gi sn phm (Khng p
dng cho tt cc sn phm tnh cng trong chng trnh ny.)
iukinpdng:Khchhngmuahngvthanhton100%trgihanbngthtndngdoANZphthnh.(Xem
mc 4.5) Gio trnh o to NVBH PNJSilver 67 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 s964/2013/QUD-BTGD-CTYngy 13/09/2013.c im nhn dng th tn dng
ca Ngn Hng ANZ: TH GHI NTH TN DNG CHUNTH TN DNG PLANTIUM SPB (VIP)
TH TN DNG VNGTH 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 Mt s lu kim tra th trc khi thanh ton Gio trnh o
to NVBH PNJSilver 68 -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. -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. 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. -Hnh thc gi bo co: Gi km tp tin theo ng
truyn mng cng vn ni b (mu bo co nh km) 3.4.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 HngHSBC 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: Gio trnh o to NVBH PNJSilver 69 T l u i:SttSn phmNhm
hng Mc u i dnh cho khch hng thanh ton bng th tn dng HSBC 1Vng
-Ntranghngmnccloi(ntrang mu,ntrangCz,ntrangECz,vn trang kim cng, n
trang bn gram) -N trang kim cng di 4 ly 3%/tr gi sn phm 2Bc
(Baogmttcccn trangthucnhnhng PNJSilver) N trang thuc nhn hng
PNJSilver5%/tr gi sn phm (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-CTYngy 13/09/2013. c im nhn dng th tn
dng ca Ngn Hng HSBC: Gio trnh o to NVBH PNJSilver 70 Hnh nh th Visa
do HSBC pht hnh: Gio trnh o to NVBH PNJSilver 71 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 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. -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. 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 Gio trnh o to NVBH
PNJSilver 72 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. Gio trnh o to NVBH PNJSilver
73
