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