全国のショップスタッフの皆さん、お元気ですかー！接客の仕事って大変ですよね。気合いと根性と愛情と技術が必要な職業です。だからスタッフはいつも悩んでいます。どうしたらお客さまと上手にお話しできるか、自分の技術をいかに磨き上げられるかと。

そこで今月号ではよくある接客や仕事の悩みを厳選し、その解決法についてQ&A方式でお答えする場を設けました。これであなたはまた一歩成長できます！

ショップスタッフの皆さん、こんにちは。春ですねー。春がやって来ました。新しいメンバーも店に入ってきますね。業界のことを何も知らない新人もいるでしょう。それを教えるのが先輩の役目です。だけど、知らないものは知らない。……ですよねー。この際、新人も、先輩も、み
んな一緒に学んじゃいましょう。

業界の仕組みと現状、お仕事の中身、あの有名な会社のこと、そして用語の意味。この際、接客の基礎についてもおさらいしましょう。今年は5部構成、なななんと総合計85ページの大特集をお届けします！


２０１６年のファッション業界は消費者の価格に対する目が鋭敏になり、客数が減少、多くの企業が苦境に陥りました。絶好調といえる企業は姿を消し、セレクトショップや百貨店など減益に陥る企業も多く見られました。これから始まる１７年にはどんな出来事が待ち受け、業界はどう変わるのか。焦点となりそうなテーマを選び、新たな年の方向性を展望します。

今月の第1特集は「お客さまの満足を高める　接客の要点」。お客さまに喜んでもらえるような接客のポイントを、「基本スキル（技能）別」、「接客シーン（段階）別」に分類して、詳しく解説します。第2特集は「できるスタッフになるために年間目標を立てよう！」。年頭に当たり、キャリア別の目標の立て方を教えます。

今月の第一特集は「全国100店 接客調査」。秋商戦の立ち上がり期に主要エリアの有力専門店100店について、商品陳列、クレンリネス、入店時あいさつ、アプローチ、ニーズの聞き出し～提案、フィッティング～クロージング、印象評価までを調査。
第二特集は「年末は接客で売る！」。クリスマスや忘年会など、イベントがあり入店客数も増える12月。年末の接客に的を絞って解説します。
第三特集は「衣料のお手入れガイドブック」。スタッフがお客さまに衣料の手入れ方法を教えられるようになる、店舗に一冊置いておいてほしい内容です。

This month's top issue is "Service Ranking of 100 stores". We sent mistery shoppers to 10 major city area of Japan and investigate 100 shops. The 2nd issue is "Service skills for December sale". The 3rd is   "Guidebook for maintenancing clothes".

「ＳＮＩＤＥＬ」「ＭＩＬＡ　ＯＷＥＮ」など人気ブランド店を国内外に300店舗、600億円の年商規模を10年足らずで築きあげた「ＭＡＳＨ　ＧＲＯＵＰ」。同社の近藤広幸社長に成長戦略をインタビューを行った。また、同社の成長の源である「ブランドづくり、商品づくり、人づくり」について、担当者に取材を行った。
その他、クレームを転じて、店のファンとするための応対について、シチュエーション別に手順の解説をまとめた。


" SNIDEL " " MILA OWEN " 300 popular brand shop at home and abroad such as a store , was built up annual sales scale of 60 billion yen in less than 10 years " MASH GROUP " . The growth strategy were interviewed in the company of Hiroyuki Kondo president . Also , it is the source of the company's growth " brand development , product development , human resource development ," about , was interviewed the person in charge .
Others , in turn claims , for answering to the shop fan , summarizes the description of the procedure for each situation .

「クロージング」とはお客さまに購入することの最終決定をさせること。入店しても、選んでみても、試着しても、「クロージング」が無ければ、店にも、お客さまにも何も残らないのです。お客さまに「クロージング」してもらうためには、迷わせない、納得させる、満足させる、ことが重要。
また、今、地方で元気な「セレクトショップ」を大阪、神戸、札幌、宇都宮、桐生などから選出した。これらの店の秘密を、仕入れ、集客、顧客サービスの視点からレポートした。


Be the final decision to purchase the customer is a " closing " . Also enter the store , even if I choose , even to try , if there is no " closing " , also in the store , we do not leave anything to our customers . In order to get " closing " to customers are not misled , to convince , to satisfy , it is important .
Also , now , Osaka a " select shop " energetic in rural areas , Kobe , Sapporo , Utsunomiya , were selected from such as Kiryu . The secret of these stores , and report purchases , attract customers , from the point of view of the customer service .

残暑が予想される今年の秋。こんな時こそ、秋物商品を売りこなすための知識と技術を磨いておきたい。カットソー、シャツ、ブラウスなどの素材、色別の提案方法、最新のコーディネート例などを詳解した。
また、勤続何十年にもわたって、結果を出し続けるベテラン販売員の「お客さまづくり」「自己育成」「モチベーションづくり」を、伊勢丹、阪急などの百貨店、専門店を例に紹介した。

This year's autumn lingering summer heat is expected . This time what , I recomended to polish own the knowledge and technology for  sell autumn goods . Cut , shirt , was discussion blouse such as the material , another proposed method color , the latest of coordination example .
In addition, over the length of service for decades , the result of veteran salespeople to keep out the " customer development ", " self- development ", " motivation manufacturing" , Isetan , was introduced as an example department stores , specialty stores , such as Hankyu .

ファッション業界で働く意義とは？ショップスタッフのやりがいとは？サザビー、ビームス、ユナイテッドアローズなど先進ファッション企業の第一線で働くトップマネジメントに登場してもらった。ファッション業界で得たもの、学んだこと、を語ってもらった。その他、ショップスタッフの”自分磨き”に必要な自己学習、自己育成のポイントを詳解した。
その他、2016年から2017年にかけての秋冬トレンドを「ファッション雑貨」にフォーカスして特集した。特に今期のバッグはファッション性の高くチェックしておきたい項目をまとめた。


The meaning of work in the fashion industry ? The challenging of shop staff ? Sotheby's , Beams , were asked to debut in the Top management to work at the forefront of advanced fashion companies such as United Arrows . Those obtained in the fashion industry , I learned , I had told . Other , self-learning necessary to " my polish " of the shop staff , was discussion the point of self- cultivation .
Others , was featured in focus the autumn and winter trends from 2016 through 2017 in the " fashion accessories " . In particular, the current fiscal year of the bag is a summary of the items that you want to check high of fashion .

「何かをお探しですか？」という言葉は使わない。来店客を名前で呼ぶ。お客さまを迷わせない。価格の話をしない。
これらは売れる販売員に共通する言動。売れる販売員が実行しているコミュニケーション、接客、自己学習を特集した。
その他、今年の秋冬トレンドは「脱ベーシック」「ユニーク」だといわれる。テースト、素材、シルエット、柄などから、世界4大コレクションを例に解説した。


The term " Looking for something ?" I do not use . The shopper referred to by name . Not misled customers . Do not talk of price .
These are words and actions that are common to the excellent salesperson to sell . Communication salesperson to sell is running , hospitality , it was featured self-learning .
Other , this year's autumn and winter trend is said to be "de- basic ", " unique " . Taste , material , silhouette , from such as the handle , we discussed the world's four large collection as an example.

接客のすべては「アプローチ」から始まる。アドバイスを求めるお客さま、接客を嫌がるお客さまなどさまざまなタイプのお客さまに合わせた「アプローチ」から「声かけ」など模範例を紹介した。
また、販売の第一線に立てる、人づくりの中心になる、これこそ「できる店長」。「できる店長」になるための「店舗運営」「教育」「コミュニケーション」「自己育成」の方法を、優秀店長の事例と共に紹介した。

All of the service begins from the " approach" . Customers who ask for advice , introduced a model example , such as " over voice" from tailored to customers , such as customers of the various types of " approach " to hate the service .
In addition , make the sale of the front line , become the center of human development , This is what " can store manager " . How to become a " can store manager ," " store management ", " Education ", " communication ", " self- development" , he was introduced along with the case of the excellent manager .

Display technology " in the fashion clothing , to attract customers to the store , to the reminiscent to try to take in hand , is absolutely essential technology . " Customer Service  " and " Merchandize competitiveness " of the shop staff , customers will be utilized for the first time what entered the store . We discussed the basics of display for each step of the " fold ", " arrange ", " apply ", " dress ", " put " .

4月という新年度の始まりに向けて、ファッション業界がまるごとわかる1冊となっています。
「ファッション関連市場」の動向、「チャネル別販売額」の推移、「ファッション衣料の流通プロセス」、「ファッション販売員の仕事の中身」を分かりやすく解説しました。
その他、「接客」「ディスプレー」「トレンド」「色」「素材」から「Ｏ２Ｏ」「オムニチャネル」のネット＆デジタル関連の用語までを網羅した「業界用語300」を特集した。


Toward the beginning of the new fiscal year of April and the fashion industry has become a whole it can be seen one book .
Trend of " fashion-related market " , the transition of " channel -specific sales " , " fashion apparel distribution process " , was easy-to-understand explanations of the " fashion sales representative of the contents of the work ."
Others were featured " hospitality ", " display ", " trend ", " Color" exhaustive from " material " to the net and digital -related term " O2O (One to One Marketing)" " omni -channel ", " industry term 300" .

今、ファッション専門学校生が働きたい企業は、1位「オンワードホールディングス」、2位「コム　デ　ギャルソン」と続く。ちなみにユニクロを展開する「ファーストリテイリング」は41位。そして、「働きたい理由」には、「商品、事業内容の魅力」「知名度」が挙げられる。各社の人事担当者、店長の方々などが知っておきたい今どきの学生の志向を知っておきたい。
接客技術は知っていても、お客さまのお迎え方、お客さまへの話し方、ほしい服の聞き出し方など、”その道のプロフェッショナル””職人”にしか分からないコツがある。「接客・販売の勘所」では、そのコツを明かします。

Now , companies that want to fashion vocational school students work , first place " Onward Holdings " , second place followed by the " Comme des Garcons " . By the way to expand the UNIQLO " Fast Retailing " is # 41 . Then , in the "Why I want to work " , the " goods , attractiveness of Business ," " name recognition " and the like . Each company's human resources personnel , I want to know the student -oriented nowadays that want to know , such as members of the store manager .
Even customer service technology know , you pick the way of our customers , talk to customers , such as elicit how you want clothes , there is a trick that is not known only to " craftsman " " Professional of the road " . In " of service and sales vital point ," we will reveal the tricks .

2016年のファッション業界はどうなるのか。インバウンド市場にいまひとつ乗り切れないカジュアル市場。ショッピングセンターの相次ぐ開業に追いつかない人手。ネット販売の拡大で苦戦する店舗。このような逆風の中で、2016年のファッション販売の取るべき道を提案した。
その他、”すぐできる””一人でできる””結果が出る”売場改善アイデア集を特集した。限られた時間と人手でやりくりする店長に向けたアイデア集。



2016 of the fashion industry happens to either . Not good enough to Norikire not casual market to inbound market . Starfish not keep up with the spate of shopping center opened . Stores that struggled in the expansion of net sales . Among such headwinds , we have proposed a way to take the fashion sales in 2016 .
Other , " ready-to " " you can do with one person " " result comes out " was featured department improvement ideas Collection . Idea collection for the store manager to make ends meet with limited time and manpower .

年末年始を境に自分のスキルアップを目指そうという人は多いはず。そんな人に向けて、接客、身だしなみ、会話、クレーム対処、商品知識など販売に必要な基本項目を分かりやすく解説しました。名付けて「販売お役立ちＢＯＯＫ」。その他、毎年恒例の年間ＭＤカレンダーを掲載しています。月別にテーマ、企画、売り込み商品、トレンド商品を解説しました。ちなみに1月前半のトレンド商品はチェスターコートとワイドパンツです。


Should people often called Aim their skills up to the boundary of the year-end and New Year holidays . Toward such a person , service , grooming , conversation , claims handling , we have clearly explained the basic items necessary for sales and product knowledge . Named after the " sale Useful BOOK" . Other , I am posted annual annual MD calendar . Theme by month , planning , it was commentary sell goods , the trend products . By the way, in January trend products in the first half is Chester coat and wide pants .

年間を通じて最大ボリュームとなる12月商戦に備え、コート、ジャケット、パンツ、小物まで、アイテムに応じた最新の商品知識とおススメトークまでを詳細解説した。年明け早々に行われるセールを前に、売れ筋アイテムはしっかりとプロパー価格で売っておくために確認しておきたい。その他、店長のピンチである売場、返品、試着、クレームなどよく起こる困った例を100挙げて、対応例を解説した。


In preparation for the December holiday season to be a maximum volume throughout the year , coats, jackets , pants , to accessories , was detailed commentary up to the latest product knowledge and recommend talk depending on the item . Before the sale of the new year is quickly carried out , selling the item you wish to check in order to keep selling firmly in the proper price . Others , sales floor is a pinch of store manager , returned goods , try , the cited 100 well happen troubled cases such as claims , was explain the corresponding example .

買ってもらうほどにお客の満足度が上がる。スカートを買いに来たお客に、セーターを提案、コートを試してもらい、さらにはバッグもおススメし、最後に帽子をかぶってもらう。こういった全身コーディネート提案は冬を迎える時期にこそ挑戦してほしい。トップス、ブラウス、ボトムスそれぞれのトレンドカラーや、プレゼン方法を解説した。ジーユー、コーエン、無印良品など今伸び続けているヒットブランドの売れる仕組みと販売力をレポートした。

Enough to customer satisfaction and get bought increases . To customers who came to buy a skirt , and proposed a sweater , I asked to try the coat , and even bag also recommended , and finally get wearing a hat . This systemic coordination proposal said I want you to challenge what in time to greet the winter . Tops , blouses , bottoms and each trend color , we describe the presentation method . g.u , Cohen , we were reporting mechanism and sales force sell the hit brand that continues to grow now , such as Muji .

「いらっしゃいませ」に続く声かけを「セカンドアプローチ」といいます。実は売上の4割が「セカンドアプローチ」で決まるのです。お客さまの観察の仕方、近づき方、話し方など場面ごとのポイントを解説します。また、秋物商戦に対応した接客力向上のポイントを会話術中心にまとめました。
今月のトップインタビューでは良品計画の新社長となった松崎暁氏に、「無印良品」世界進出構想を聞いた。

The Talk to Shopper following the " May I help you? " I referred to as the " second approach" . The fact is 40% of the sales of determined by the "second approach" . How customers of observation , approached the way , we will explain the point of each scene , such as speech . In addition , we have summarized in the art of conversation centered on the point of customer service force improvement corresponding to the autumn season .
To Matsuzaki Satoru , who became the new president of Ryohin Keikaku in this month's top interview , We heard a global expansion initiative " Muji " .

秋向けアイテムが本格的に売場に出始める。秋物、秋セールに必須の商品知識、販売方法、接客技術を再度チェックするためのガイドを特集した。買いたいと思わせる見せ方、話し方に加え、話題の外国人観光客に対応するための話法も盛り込んだ。
その他、商品をより際立たせるための「テーブル型什器」の使いこなし方をビジュアル解説した。

Fall for items begin to appear in earnest department . Autumn , was featured essential product knowledge in the fall sale , sales methods , the guide for checking the hospitality technology again . How to show reminiscent want to buy , in addition to the speech , and incorporating also talk method to cope with foreign tourists topic .
Other , it was visual commentary how mastering of " table type furniture " for making more highlight the products .

7月から夏物セールが始まる。セール客をチェリーピッカーとせずに、真の顧客に変えてみよう。顧客づくりは”友人づくり”でもある。では、そのためのアプローチ、トーク、そしてダイレクトメールの送り方まで、顧客を友人とするさまざまかつ不可欠な手法を提案。また、実践企業として、MUJI、JILL STUARTなどの優良店長のレポートも掲載。

Summer sale from July starts . Without the royal customers and cherry picker , let's instead of the true customer . Customer development is also the " friends making " . The approach for the , talk , and to how to send direct mail , proposed a variety and essential techniques and friend customer . In addition , as a practical enterprise , MUJI, also excellent manager of the report , such as JILL STUART posted .

夏物商戦真っ盛り。ただし、今の時期にこそ秋冬商戦の準備をしておこう。例えば、「性差を越えた」装いの一方で、より「より女らしさ」を求める装い。昨年に続く70年代ブーム。これらの相反するトレンドが併存する今どきのファッショントレンドはこの秋冬にどのように進化するのか。さまざまなスタイルを予習しておこう。その他、沖縄にオープンしたイオンライカムＳＣ。リゾートの地にオープンしたＳＣの店ぞろえをレポートした。

Summer season in full swing . However , let us prepare for the autumn-winter season what now of time . For example , "  genderless " attire at one of attire , seek a more "more femininity " . 70s boom following the last year . Fashion trend of nowadays that these conflicting trends coexist or evolve how in this autumn and winter . We 'll keep prep a variety of styles . Other , aeon rycom SC , which opened in Okinawa . It was report the shop justification of opened SC in the land of resort .

お客さまにとって、「色」は悩みの種。「色」の着こなし方を知ることはショップスタッフにとって、大きな接客の武器になる。「色の接客術」を提案します。その他、自己学習のための「接客」「ディスプレー」「商品知識」などの実力判定テストを特集した。

For customers , "color" headache . For shop staff knowing the dressing way of "color" , become a weapon of great hospitality . I propose the " color of hospitality surgery " . Other , the ability judgment test , such as " customer service ", " display ", " product knowledge " for the self-learning I was featured .

「この商品をコーディネートしてね」。こう頼まれた時、新人が悩むのがディスプレー。壁面と棚、平台をどう使うのか。ハンガーラックはどう使うのか。写真やイラストでこれらの基本を分かりやすく解説した。その他、この時期に増える新人スタッフの教え方、育て方をやさしく解説。

" coordinated this product ." When I asked this , display is the newcomer is worry . How to use the wall and the shelf , the flatbed . Is it hanger rack How to use . It was clearly explained these basic photos and illustrations . Others , teaching of rookie staff to increase during this period , upbringing and gently commentary .

ファッション業界の市場規模はいくらか分かりますか。日本で最も衣料品を売り上げる企業はどこでしょうか。ユニクロは品質重視、ＺＡＲＡは速度重視の意味が分かりますか。そして、気になるファッション業界の給与水準は？
色、素材、スタイルの基本知識から業界の知識までを網羅。ファッション業界丸わかりガイドブックは実用的です。

Fashion industry of market size Do you know some . Where'd most salesamount clothing company in Japan . UNIQLO is quality-oriented , or ZARA you know the meaning of the speed -oriented . And , the salary levels of the fashion industry to be worried about ?
Color , material , and covering up knowledge of the industry from the basic knowledge of style . Fashion industry round -understand guide book is practical .

1位ワールド、2位はビームス。あのユニクロは31位。これはファッション系の専門学校生1000人が選んだ｢働きたい企業ランキング｣。｢知名度｣｢長く勤められそう｣｢企業イメージ｣などの視点から選ばれたもの。ビジネスはもちろん、社会経験の未熟な学生が選んだものとはいえ、学生はどこを見ているか、どの点を支持しているか。成長企業の条件として重要な視点である。その他、販売員の永遠のテーマである｢接客の悩み｣を特集した。

1st　 World , second place is BEAMS . That UNIQLO  31 . This is chosen by the vocational school student 1000 people of fashion system is " Work For companies ranking " . " Name recognition ", " long served is likely " which has been selected from the point of view , such as " corporate image " . Business , of course , said to be chosen by the immature student of social experience , that you are looking at where students , or supporting any point . It is an important point of view as a condition of growth companies . Others , I was featured " hospitality of trouble ", which is the eternal theme of salesperson .

テイストは70年代、アイテムはワイドパンツなどなど。2015年のファッショントレンドを、世界3大コレクションをもとに提案します。その他、セール明け、企画枯渇の2月の売場をどう活性化するか。ショップ店員の悩みに応えます。話題の新店はイオンモール岡山を徹底取材。専門店各社が岡山をファッション最先端の地によみがえらすかのように最新店舗を出店しています。

Taste 70s , items such as such as wide pants . The fashion trend of 2015 , I propose on the basis of the world's three large collection . Others , Sale Fitr , How to activate the February of department of planning depletion . I will respond to the trouble of shop clerk . New stores of topic thorough coverage ion Mall Okayama . You have opened the latest store as if to revive the specialty store companies Okayama in the land of fashion cutting edge .

あなたの店はお客さまの目線でみたら？ウインドウ、陳列、接客など。変える点、見直す点の多さに驚くはず。お客さま目線で売場を見直そう。
その他、2015年のセールスカレンダーで来年のストーリーと計画を立ててみよう。
Your shop if you look at the customer's point of view? Window, display, service, etc.. Point to change, should it surprised multitude of points to review. Let's reconsider the department in the customer's perspective.
Others, let's make a plan and next year's story in sales calendar of 2015.

今月号は、年末商戦対策の特集「年末はプロパーを売れ！」、優秀販売員を例に挙げた特集「スゴ腕販売員がしている50の習慣」に加えて、事例特集「セレクトショップ地域からの逆襲」では６つの事例店をご紹介します。
"Selling the proper end of the year!" Feature of season measures the end of the year, in addition to the "habits of 50 amazing arm salesperson is" feature that was an example of the excellent salesperson, cases featured in this issue is, "select shop area I introduce the case of six stores in Strikes Back "from.


今月号の巻頭特集のテーマは「ディスプレー」。これに、優秀バイヤーの事例を集めた「できるバイヤーになりたい」、「プラス変換で仕事が楽しくなる」の合わせて３特集。トップインタビューは、良品計画の金井政明社長です。
Intro theme of special feature in the current issue is "display". To this, "I want to be a buyer that can be", and Feature 3 to fit "work is fun plus conversion" of a collection of examples of excellent buyer. Interview with the President is Masaaki Kanai, president of Muji.


ファッション販売（Fashion Merchandising & Management） Magazine Cover - April 2017 Edition

April 2017

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【重要：『ファッション販売デジタル版』販売終了のお知らせ】この度、2017年4月号をもちまして AppleNewsStand / Magzter での販売を終了致しました｡ご利用いただきましたお客様に、心より御礼申し上げます。今後の『ファッション販売デジタル版』のご利用につきましては、2017年3月現在「楽天Kobo」および「GALAPAGOS STORE」のサイトにて取り扱いがございますので、ご検討いただけると幸いです。サービスのご愛顧、誠にありがとうございました｡

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{{magzter}} is the World's largest and fastest growing self-service, cross-platform digital newsstand with over 87 million users since its inception in 2011 and thousands of magazines and newspapers across 40+ categories and 60+ languages. Headquartered in New York, Magzter has its local presence in Amsterdam, London, Mexico City, Chennai, Mumbai, New Delhi, Bengaluru, Singapore, and will soon be expanding to other countries. Founded by global entrepreneurs, Girish Ramdas and Vijay Radhakrishnan in June 2011, Magzter enables magazine and newspaper publishers around the world to create and deliver digital editions of their titles to global consumers.

ファッション販売（Fashion Merchandising & Management） Magazine - March 2017

ファッション販売（Fashion Merchandising & Management） Magazine - March 2017

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