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.

저자 : 한국여행서비스교육협회 -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)

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