Cigarette Service Marketing

Author: China Tobacco Sales Company
Publisher:
Publish Date: 2004-11-01
Features: A specialized monograph on service marketing by China Tobacco; a book tailored for China cigarette circulation enterprises; a teaching material aligned with the "China Cigarette Sales Network Standard." This is a specialized monograph on service marketing by China Tobacco, a book tailored for China cigarette circulation enterprises, a teaching material aligned with the "China Cigarette Sales Network Standard," and also a reference material to help management and staff involved in cigarette sales network construction improve their skills. The publication of this book reflects the trend of China cigarette circulation enterprises transitioning from traditional commerce to modern circulation, and embodies their transformation from "official merchants" and "sedentary merchants" to "trading merchants," and further to "service providers." At the beginning of 2004, China Tobacco Sales Company organized network construction management personnel and frontline staff from several provinces across the country to contribute to the writing of this book. The book before you is the result of their hard work. This book has two main features: First, the authors focus on using case studies to explain principles and theories, striving to present the theories in an easy-to-understand manner. Second, they avoid empty theories and preaching, providing many real and effective cases based on the actual practices of cigarette circulation enterprises, extracting insights from practical activities, revealing their essence, and aiming to inspire readers. The language of this book is straightforward, the content is rich, the data is detailed, and it is highly targeted. Chapter 1 serves as the overarching chapter, comprehensively explaining the basic content of service marketing and why cigarette circulation enterprises need to adopt it. However, the key to achieving customer satisfaction lies in accurately understanding their needs and expectations, which is fully elaborated on in Chapter 2. Chapter 3 focuses on systematically clarifying how to conduct service marketing in the construction of cigarette sales networks. Chapter 4 is also a unique chapter in this book. Under the context of the separation of China Tobacco's industry and commerce, serving industrial customers is a crucial aspect, and this chapter is specifically written to address this. Frontline service personnel are a vital part of practicing service marketing and are a key focus in network construction. Therefore, Chapter 5 is the most operationally guided chapter in the book, comprehensively explaining how frontline service personnel can practice service marketing. Chapter 6 is the advanced section on service marketing, providing a comprehensive outlook on the development trends of service marketing.