常見詐騙案例分析培訓(xùn)ppt課件

1、l l l l l l l lPurposelTrainerlDurationlAt the end of this training you will be able tolStaff ConcernedlTraining Methodll癡絤揭祘擋盢暗l閩l癡絤l癡絤l丁ObjectiveAt the end of this training you will knowAttendantsTraining MethodTrainerDuration目的目的訓(xùn)練課程終了時，他將知道如何訓(xùn)練課程終了時，他將知道如何參與人員參與人員訓(xùn)練方式訓(xùn)練方式訓(xùn)練者訓(xùn)練者時間時間l 讓收銀員了解常見的詐騙案

2、例。讓收銀員了解常見的詐騙案例。l l l l 提高警惕，防止詐騙案的發(fā)生。提高警惕，防止詐騙案的發(fā)生。 收銀部全體員工收銀部全體員工投影儀投影儀 收銀主管收銀主管/ /助理助理1.5 1.5 小時小時 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. 二位顧客在結(jié)帳時，顧作熟識，給收銀員呵斥一種二人認(rèn)識、一同

3、結(jié)帳的假象。當(dāng)掃描了一半時，前一位顧客將一部分已裝袋的商品拎走，當(dāng)收銀員終了掃描正要收錢時，后一位顧客說收銀員多結(jié)帳，他與前一位顧客根本就不認(rèn)識，他沒買過帳單上辦部分的商品。 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 com

4、plained that the cashier overcharged and he did not buy some of the items on the slip. 收銀員在結(jié)帳時，已掃描但尚未付款的商品千萬不能分開本人的視野。 Cashiers should always keep an eye on the unpaid goods during scanning. 兩位顧客買了一推車的物品, 乘過節(jié)商場擁堵,要求運(yùn)用信譽(yù)卡結(jié)帳，但這張卡是壞卡，無法結(jié)算。顧客提出先將帳單打出，然后去ATM取款，留下一人協(xié)助看商品。當(dāng)一人去“取款時，看商品的顧客乘收銀員忙時不留意帶著商品分開。 On

5、 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 cash, the customer who

6、 is taking care of the goods stealthily left with the goods when the cashier is busy with scanning the goods. 收銀員必需執(zhí)行一手交錢一手交貨的原那么，讓保安或資深照看商品。 Cashier must ask the security or one senior to look after the goods till she gets the money. 一位顧客拿了一件10元的商品來結(jié)帳，當(dāng)他付給收銀員100元整鈔并在收銀錢箱翻開時，說有零錢并將這張百元紙幣拿了回去。經(jīng)過一翻尋覓后

7、，該顧客說不好意思，沒有零錢，那他找吧。然后就等收銀員找零。假設(shè)收銀員一大意，就會在沒有收到錢款的同時，又“找零。而顧客會說他錢已給了收銀員。 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 says that he has change and takes back the 100 RMB. After he

8、searches his pockets all over, he says to the cashier: “Sorry, I have not, please give me change. 首先收銀員應(yīng)該堅(jiān)持清醒的頭腦。其次，當(dāng)發(fā)生該類事情時，在顧客零錢沒有找出來之前，不要將整鈔交給顧客。 Cashiers should keep cool, and never give change to customers before they take out their money.一位顧客買了很多商品，結(jié)帳時，他先點(diǎn)了一遍現(xiàn)金然后交給收銀員，當(dāng)收銀員也點(diǎn)了一遍且區(qū)分了真?zhèn)魏螅擃櫩陀终f好象不

9、能確認(rèn)，要求本人再點(diǎn)一遍。當(dāng)他再次清點(diǎn)時，乘收銀員不留意，迅速換了一張假鈔進(jìn)來或抽調(diào)一張。而后裝做很不好意思的樣子說對的。當(dāng)收銀員再次收到這筆錢款時，誤以為沒問題，剛剛剛點(diǎn)過無需在復(fù)點(diǎn)，便將這筆有問題的錢款大意地收下了。 One customer bought a lot of items. During checking out, he counted the cash before he gave it to the cashier. After the cashier recount and made sure that there was no counterfeit, the cus

10、tomer 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. 收銀員當(dāng)然不能回絕顧客再次清點(diǎn)的要求，但一定要記?。阂亚妩c(diǎn)的錢款一但離手，再次收到時一定要不怕費(fèi)事，再次清點(diǎn)。 Cashiers certainly must not refuse customers reques

11、t to recount, but do remember, when she receives the amount counted by the customer the 2nd time, she should count one more.兩位外國顧客買了一些商品，結(jié)帳時，其中一位以需換取特定號碼的人民幣或換錢為由利用收銀員不懂外語并感到困惑時，在收銀員翻開錢箱后，收銀員拿出一疊現(xiàn)金讓顧客自行挑選，顧客在收銀員的凝視下，迅速將人民幣翻找一番，然后將錢還給收銀員，分開收銀臺。等收銀員醒悟過來核對現(xiàn)金時，發(fā)現(xiàn)曾經(jīng)少掉數(shù)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 to let the customer choose , the customer steel the money. 嚴(yán)禁顧客接觸營業(yè)款，如發(fā)現(xiàn)顧客強(qiáng)行接觸，一定叫資深和保安過來，在核