관광

글로벌면세서비스

(사)한국여행서비스교육협회

고객평점
발행일2020.08.10
판형변형판
쪽수248
ISBN9791156859642
판매가격 15,800원
배송비결제주문시 결제

총 금액 : 0원

  • 페이스북으로 보내기
  • 트위터로 보내기
  • 구글플러스로 보내기
  • 카카오스토리로 보내기
  • 네이버밴드로 보내기
  • 네이버로 보내기
  • 텀블러로 보내기
  • 핀터레스트로 보내기

[도서소개]

본 저서는 면세분야 현장을 생생하게 보여주고, 외래관광객을 효율적으로 응대하고 서비스할 수 있도록 준비하기 위하여, '면세산업의 이해, 면세상품의 관리, 글로벌 고객응대, 면세판매 프로세스'의 

내용과 면세판매 현장에서 그대로 활용할 수 있는 '영어, 일본어, 중국어 롤플레이' 표현까지도 수록하여 글로벌면세 서비스사(GDFS)의 자격을 갖추는 실질적인 도움을 주고자 제작하였습니다.




[목차]

Chapter 01 면세산업의 이해


01. 면세점의 역사······························································· 12


02. 면세점의 개념······························································· 15

1) 면세점과 시내 면세점의 개념···························· 15

2) 면세점의 역할········································· 16

3) 면세점과 면세산업의 특징······························ 17


03. 면세산업의 변화····························································19

1) 면세쇼핑 관광객의 변화································19

2) 면세산업의 현황·······································26



Chapter 02 면세상품의 관리


01. 보세판매장의 이해························································ 36

1) 보세판매장의 정의 및 종류· ··························· 36

2) 보세판매장의 용어해설································37


02. 면세상품의 관리···························································40

1) 운영인의 의무 ······································· 40


03. 면세상품의 판매··························································· 43

1) 판매대상 물품·········································43

2) 구매자 및 구매총액··································· 44

3) 판매용 물품의 반입신고 및 반입검사 신청················45

4) 내국물품의 반출입 절차······························ 46

5) 통합물류창고 반출입 물품의 관리·······················47

6) 판매장 진열 및 판매·································· 48

7) 외교관면세점의 판매 절차····························· 49

8) 전자상거래에 의한 판매······························· 50

9) 판매물품의 보세운송································· 50


04. 인도자 ······································································· 53

1) 인도자 지정···········································53

2) 판매물품의 인도······································55

3) 보세공장 물품 등의 반출입 절차························59

4) 보세판매장간 물품의 양수도 업무처리 절차············· 60

5) 대금영수············································· 61

6) 미인도 물품의 처리···································· 61

7) 반품, 분실물 등의 처리·································62

8) 특허상실에 따른 재고물품의 처리·······················63

9) 미판매 재고물품의 처리······························· 64

10) 전자문서에 의한 신고································ 64

11) 여행자 휴대품 면세 범위·······························65



Chapter 03 글로벌 고객응대


01. 국가별 선물문화의 특징 ················································· 68

1) 중국················································ 68

2) 일본················································ 69

3) 인도················································ 69

4) 이슬람· ··············································70

5) 기타 국가·············································70


02. 글로벌 문화의 차이······················································· 72

1) 외국인이 오해하는 한국인의 습관·······················72

2) 한국인이 오해하는 외국인의 습관·······················72

3) 나라별 행동문화의 차이·······························73

4) 다양한 이문화의 이해··································75


03. 글로벌 쇼핑 서비스 사례················································· 84

1) 인도인 고객 ········································· 84

2) 러시아인 고객········································ 86

3) 터키인 고객 ·········································87

4) 독일인 고객 ·········································88

5) 아랍권 고객 ········································ 89

6) 아르헨티나인 고객 ·································· 90

7) 이탈리아인 고객 ·····································91

8) 무슬림 고객 ··········································92

04. 글로벌 고객응대 시 주의사항·········································· 94

1) 국가별 엄지에 대한 오해 ····························· 94

2) 어린이를 대할 때······································95

3) 과도한 친절·········································· 96



Chapter 04 면세판매 프로세스


01. 방문 고객 맞이하기······················································ 100

1) 매장 서비스 예절· ··································· 100

2) 고객 맞이·········································· 104


02..고객 니즈 파악하기······················································108

1)고객 니즈 파악을 위한 고객 응대························108

2) 고객 구매 여부 예측· ································· 113

3) 구매 유형 파악하기··································· 116


03. 상품 설명하기 ···························································· 118

1) 고객의 구매 욕구····································· 118

2) 고객의 구매 심리 단계별 서비스························123

3) 상품 설명 서비스·····································125


04. 판매 확정하기····························································· 127

1) 고객 심리를 이용한 판매 확정·························· 127

2) 판매 확정 후 서비스··································128



Chapter 05 글로벌 면세 서비스 롤플레이 


01. 중국어 판매서비스 ······················································134

1) 중국어 판매 용어·····································134

2) 화장품 판매 ········································ 140


02. 일본어 판매서비스······················································· 154

1) 일본어 판매 용어·····································154

2) 식품 판매 ···········································158


03. 영어 판매서비스 ·························································170

1) 영어 판매 용어·······································170

2) 의류 판매 ··········································· 172



Chapter 06 기출문제


01. 면세산업의 이해·························································· 176


02. 면세상품의 관리··························································184


03. 글로벌 고객응대·························································· 197


04. 면세판매 프로세스······················································· 213



Appendix


1. 글로벌면세서비스사(GDFS) 자격증 시행 규정····················· 228

2. 면세점 주소 및 연락처··················································· 242




▧ 참고문헌····································································· 246




[저자소개]

-편집위원-

박복덕(한국여행서비스교육협회)

이하정(동남보건대학교)

조희정(신구대학교)

정재희(한림성심대학교)


-감수위원- 

서정원(대림대학교)

용환재(진주보건대학교)

이병열(인덕대학교)

이은민((주)여행시간)

임유희(한림성심대학교)

천덕희(순천향대학교)

최동렬(서영대학교)








상품요약정보 : 서적
상품정보고시
도서명 상세설명페이지 참고
저자 상세설명페이지 참고
출판사 상세설명페이지 참고
크기 상세설명페이지 참고
쪽수 상세설명페이지 참고
제품구성 상세설명페이지 참고
출간일 상세설명페이지 참고
목차 또는 책소개 상세설명페이지 참고
거래조건에 관한 정보
거래조건
재화 등의 배송방법에 관한 정보 상품 상세설명페이지 참고
주문 이후 예상되는 배송기간 상품 상세설명페이지 참고
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회 시 소비자가 부담하는 반품비용 등에 관한 정보 배송ㆍ교환ㆍ반품 상세설명페이지 참고
제품하자가 아닌 소비자의 단순변심, 착오구매에 따른 청약철회가 불가능한 경우 그 구체적 사유와 근거 배송ㆍ교환ㆍ반품 상세설명페이지 참고
재화등의 교환ㆍ반품ㆍ보증 조건 및 품질보증 기준 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다.
재화등의 A/S 관련 전화번호 상품 상세설명페이지 참고
대금을 환불받기 위한 방법과 환불이 지연될 경우 지연에 따른 배상금을 지급받을 수 있다는 사실 및 배상금 지급의 구체적 조건 및 절차 배송ㆍ교환ㆍ반품 상세설명페이지 참고
소비자피해보상의 처리, 재화등에 대한 불만처리 및 소비자와 사업자 사이의 분쟁처리에 관한 사항 소비자분쟁해결기준(공정거래위원회 고시) 및 관계법령에 따릅니다.
거래에 관한 약관의 내용 또는 확인할 수 있는 방법 상품 상세설명페이지 및 페이지 하단의 이용약관 링크를 통해 확인할 수 있습니다.
01. 반품기한
  • 단순 변심인 경우 : 상품 수령 후 7일 이내 신청
  • 상품 불량/오배송인 경우 : 상품 수령 후 3개월 이내, 혹은 그 사실을 알게 된 이후 30일 이내 반품 신청 가능
02. 반품 배송비
반품 배송비
반품사유 반품 배송비 부담자
단순변심 고객 부담이며, 최초 배송비를 포함해 왕복 배송비가 발생합니다. 또한, 도서/산간지역이거나 설치 상품을 반품하는 경우에는 배송비가 추가될 수 있습니다.
상품의 불량 또는 오배송 고객 부담이 아닙니다.
03. 배송상태에 따른 환불안내
환불안내
진행 상태 결제완료 상품준비중 배송지시/배송중/배송완료
어떤 상태 주문 내역 확인 전 상품 발송 준비 중 상품이 택배사로 이미 발송 됨
환불 즉시환불 구매취소 의사전달 → 발송중지 → 환불 반품회수 → 반품상품 확인 → 환불
04. 취소방법
  • 결제완료 또는 배송상품은 1:1 문의에 취소신청해 주셔야 합니다.
  • 특정 상품의 경우 취소 수수료가 부과될 수 있습니다.
05. 환불시점
환불시점
결제수단 환불시점 환불방법
신용카드 취소완료 후, 3~5일 내 카드사 승인취소(영업일 기준) 신용카드 승인취소
계좌이체 실시간 계좌이체 또는 무통장입금
취소완료 후, 입력하신 환불계좌로 1~2일 내 환불금액 입금(영업일 기준)
계좌입금
휴대폰 결제 당일 구매내역 취소시 취소 완료 후, 6시간 이내 승인취소
전월 구매내역 취소시 취소 완료 후, 1~2일 내 환불계좌로 입금(영업일 기준)
당일취소 : 휴대폰 결제 승인취소
익월취소 : 계좌입금
포인트 취소 완료 후, 당일 포인트 적립 환불 포인트 적립
06. 취소반품 불가 사유
  • 단순변심으로 인한 반품 시, 배송 완료 후 7일이 지나면 취소/반품 신청이 접수되지 않습니다.
  • 주문/제작 상품의 경우, 상품의 제작이 이미 진행된 경우에는 취소가 불가합니다.
  • 구성품을 분실하였거나 취급 부주의로 인한 파손/고장/오염된 경우에는 취소/반품이 제한됩니다.
  • 제조사의 사정 (신모델 출시 등) 및 부품 가격변동 등에 의해 가격이 변동될 수 있으며, 이로 인한 반품 및 가격보상은 불가합니다.
  • 뷰티 상품 이용 시 트러블(알러지, 붉은 반점, 가려움, 따가움)이 발생하는 경우 진료 확인서 및 소견서 등을 증빙하면 환불이 가능하지만 이 경우, 제반 비용은 고객님께서 부담하셔야 합니다.
  • 각 상품별로 아래와 같은 사유로 취소/반품이 제한 될 수 있습니다.

환불불가
상품군 취소/반품 불가사유
의류/잡화/수입명품 상품의 택(TAG) 제거/라벨 및 상품 훼손으로 상품의 가치가 현저히 감소된 경우
계절상품/식품/화장품 고객님의 사용, 시간경과, 일부 소비에 의하여 상품의 가치가 현저히 감소한 경우
가전/설치상품 전자제품 특성 상, 정품 스티커가 제거되었거나 설치 또는 사용 이후에 단순변심인 경우, 액정화면이 부착된 상품의 전원을 켠 경우 (상품불량으로 인한 교환/반품은 AS센터의 불량 판정을 받아야 합니다.)
자동차용품 상품을 개봉하여 장착한 이후 단순변심의 경우
CD/DVD/GAME/BOOK등 복제가 가능한 상품의 포장 등을 훼손한 경우
내비게이션, OS시리얼이 적힌 PMP 상품의 시리얼 넘버 유출로 내장된 소프트웨어의 가치가 감소한 경우
노트북, 테스크탑 PC 등 홀로그램 등을 분리, 분실, 훼손하여 상품의 가치가 현저히 감소하여 재판매가 불가할 경우
Service
등록된 이벤트가 없습니다.
글이 없습니다.
비밀글로 보호된 문의입니다.
답변대기 | 항공 서비스 영어
01090694689
답변완료 | 이미지메이킹
비밀글로 보호된 문의입니다.
답변대기 | 앤더슨의경영통계학(8판)
비밀글로 보호된 문의입니다.
답변대기 | 앤더슨의경영통계학(8판)
Banner
등록된 배너가 없습니다.
02-376-4295
월-금 : 09:00 ~ 18:30, 토/일/공휴일 휴무

Bank Info

국민은행 030337-04-003024 / (주)도서출판한올출판사
기업은행 208-144062-01-019 / (주)도서출판한올출판사
Facebook Twitter GooglePlus KakaoStory NaverBand