家×福常见诈骗案例分析培训.ppt

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1、l l l l l l l lPurposelTrainerlDurationlAt the end of this training you will be able tolStaff ConcernedlTraining Methodll癡絤揭祘挡盢暗l闽l癡絤l癡絤l丁ObjectiveAt the end of this training you will knowAttendantsTraining MethodTrainerDuration目的目的训练课程结束时，你将知道如何训练课程结束时，你将知道如何参加人员参加人员训练方式训练方式训练者训练者时间时间l 让收银员了解常见的诈骗案

2、例。让收银员了解常见的诈骗案例。l l l l 提高警惕，防止诈骗案的发生。提高警惕，防止诈骗案的发生。收银部全体员工收银部全体员工投影仪投影仪 收银主管收银主管/助理助理1.5 1.5 小时小时 All cashiersProjectorl Cashier chief/Assistant1.5 hourLet cashiers be familiar with usual cheating casesTo be alert and to prevent cases like these from re-occurring.案例一：案例一：Case 1:二位顾客在结帐时，顾作熟识，给收银员造成

3、一种二人认识、一起结帐的假象。当扫描了一半时，前一位顾客将一部分已装袋的商品拎走，当收银员结束扫描正要收钱时，后一位顾客说收银员多结帐，他与前一位顾客根本就不认识，他没买过帐单上办部分的商品。During scanning,2 customers pretend to be acquaintance,the former customer took away part of the packed goods and left.After finishing scanning,the cashier ask the later customer to pay,the customer then

4、complained that the cashier overcharged and he did not buy some of the items on the slip.如何防止如何防止 Disscusion&Prevention收银员在结帐时，已扫描但尚未付款的商品千万不能离开自己的视线。Cashiers should always keep an eye on the unpaid goods during scanning.两位顾客买了一推车的物品,乘过节商场拥挤,要求使用信用卡结帐，但这张卡是坏卡，无法结算。顾客提出先将帐单打出，然后去ATM取款，留下一人帮忙看商品。当一人去“

5、取款”时，看商品的顾客乘收银员忙时不注意带着商品离开。On one holiday,the store is crowed,two customers bought 1 trolley of goods and want to use credit card for checking out.However,the card is invalid.They ask the cashier to hold on the goods,one is helping to take care of the goods,the other goes to the ATM to draw out the

6、cash,the customer who is taking care of the goods stealthily left with the goods when the cashier is busy with scanning the goods.案例二：案例二：Case 2:收银员必须执行一手交钱一手交货的原则，让保安或资深照看商品。Cashier must ask the security or one senior to look after the goods till she gets the money.讨论与防止讨论与防止 Discussion&Prevention一

7、位顾客拿了一件10元的商品来结帐，当他付给收银员100元整钞并在收银钱箱打开时，说有零钱并将这张百元纸币拿了回去。经过一翻寻找后，该顾客说不好意思，没有零钱，那你找吧。然后就等收银员找零。如果收银员一大意，就会在没有收到钱款的同时，又“找零”。而顾客会说他钱已给了收银员。One customer come to the cashier line to check out with an item valued amount 10 RMB.When he gives the cashier 100 RMB and when the cashier drawer opens,he suddenly

8、 says that he has change and takes back the 100 RMB.After he searches his pockets all over,he says to the cashier:“Sorry,I have not,please give me change”.案例三：案例三：Case 3:首先收银员应该保持清醒的头脑。其次，当发生该类事情时，在顾客零钱没有找出来之前，不要将整钞交给顾客。Cashiers should keep cool,and never give change to customers before they take ou

9、t their money.讨论与防止讨论与防止 Discussion&Prevention一位顾客买了很多商品，结帐时，他先点了一遍现金然后交给收银员，当收银员也点了一遍且辨别了真伪后，该顾客又说好象不能确认，要求自己再点一遍。当他再次清点时，乘收银员不注意，迅速换了一张假钞进来或抽调一张。而后装做很不好意思的样子说对的。当收银员再次收到这笔钱款时，误以为没问题，刚刚才点过无需在复点，便将这笔有问题的钱款大意地收下了。One customer bought a lot of items.During checking out,he counted the cash before he gav

10、e it to the cashier.After the cashier recount and made sure that there was no counterfeit,the customer required to count again to make sure the amount and quickly changed a counterfeit into the amount when the cashier was unnoticed.The cashier received the counterfeit without recounting.案例四：案例四：Case

11、 4:收银员当然不能拒绝顾客再次清点的要求，但一定要记住：已清点的钱款一但离手，再次收到时一定要不怕麻烦，再次清点。Cashiers certainly must not refuse customers request to recount,but do remember,when she receives the amount counted by the customer the 2nd time,she should count one more.Dissuasion&Prevention讨论与防止讨论与防止两位外国顾客买了一些商品，结帐时，其中一位以需换取特定号码的人民币或换钱为由（

12、利用收银员不懂外语并感到困惑时），在收银员打开钱箱后，收银员拿出一叠现金让顾客自行挑选，顾客在收银员的注视下，迅速将人民币翻找一番，然后将钱还给收银员，离开收银台。等收银员醒悟过来核对现金时，发现已经少掉数千元。2 foreign customers check-out on the cashier register,one of them asks to change cash(Using cashiers poor English and puzzled),after the cashier open the cash box and give the cash to customer t

13、o let the customer choose,the customer steel the money.案例五：案例五：Case 5:严禁顾客接触营业款，如发现顾客强行接触，一定叫资深和保安过来，在核实营业款无误后，才能让顾客离开。Customer cant touch the cash,if the customer insist on,before the customer leave the cashier register,must ask senior cashier and security to come to check the cash.Dissuasion&Prevention讨论与防止讨论与防止