Research report on how tobacco monopoly management serves retail terminals

Summary. Retail terminal maintenance includes terminal market environment, terminal service quality, terminal operation and management level, etc.

Retail terminal maintenance includes terminal market environment, terminal service quality, terminal operation and management level, etc.

Retail terminal maintenance includes terminal market environment, terminal service quality, terminal operation and management level, etc.

Market front-line employees such as account managers, monopoly administrators, etc. are the tobacco industry to contact the majority of retail customers and the bridge and link, comprehensively improve the quality of the staff bridge and the ability of retail customers, which is the foundation of the construction of retail terminals, but also the starting point and foothold of the industry network construction of the work of the Min. This team should have at least five abilities in order to do a good job in retail terminals. These five capabilities are management ability, marketing service ability, standard and law-abiding ability, customer cooperation ability and customer profitability.

Unified requirements are made for store fronts, identification light boxes, in-store signs, sales environment, and storage environment. Sample display specifications. Standardized requirements are made for counter configuration, display display, and clear price marking, which can distinguish different situations.

Information application specifications. Specification requirements are made for the information machine SMS platform, Besitong audio platform and TPOS client terminal. Consumer Service Specification.

There should be unified requirements for honest and standardized operation, ignition service quality and ability, civilized and enthusiastic service, and safety risk prevention. Monopoly collaboration specifications. Unified requirements are made for law-abiding operation, supervision and inspection, information feedback, legal and regulatory publicity, rationalization suggestions, meetings and training.

Business Collaboration Specifications. There are unified requirements for ordering, electronic settlement, receipt and signing, brand cultivation and promotion, inventory monitoring and reporting, information collection and feedback, rationalization suggestions, satisfaction surveys, etc.

For the employees of tobacco companies, it is necessary to focus on the management of retail terminal services, and put forward a standardized and pre-judgment request, that is, to establish a standardized retail terminal service management system. Our approach is mainly in accordance with the requirements of the "six haves" standard of the quality system of the Zhejiang Tobacco Monopoly Bureau, subdividing the job responsibilities, service process, service (management) quality and assessment content of each department to clear the terminal, so that each work of the retail terminal can be fixed, set the completion time, and set the reward and punishment methods, and further mobilize the enthusiasm of the retail terminal work. Everyone has a duty to do well.

The terminal maintenance responsibilities of the four departments of business, monopoly, marketing department and monopoly office, as well as the job responsibilities of marketing managers, account managers, monopoly administrators and delivery clerks, are refined, and the responsibilities are implemented to people. There is a procedure for everything.