Chapter 1: summary of cigarette distribution. In this year of rapid tobacco development in our city, according to the work arrangement of leaders and the support and help of colleagues, we insisted on doing things in a down-to-earth manner and successfully completed various tasks. The work of the past year is now reported as follows:
1. Innovative service mode. In accordance with the requirements of innovative work, combined with their own work practice, actively carry out customer visits and conversations. Through interviews and conversations, I became more familiar with the names of customers, business locations and network distribution, and put forward suggestions to improve services to the leaders in time, effectively optimizing the delivery time, route and home delivery.
2. Improve service quality. As a service staff, it is our delivery staff's eternal goal to strive to improve service quality, pay attention to service attitude and do everything possible to satisfy customers. In every delivery process, I carry a diary with me and record every customer's situation in just a few minutes of delivery. Take the initiative to guide customer sales for many times, be a good customer consultant, publicize corporate brands, and relieve customers' specific difficulties. At the same time, insist on not being late or leaving early, abide by national laws and regulations and the company's labor discipline, and achieve safe production and civilized operation.
3. Reduce work costs. Under the unified scheduling of the leaders, I delivered the consignment documents according to the sales department. I carefully checked, filled in and delivered the corresponding documents and statements in the first time, kept the relevant records and files, delivered the goods carefully, and patiently did the work of every customer.
XX was a year of rapid development of Binzhou Tobacco, during which all the work was carried out in an orderly way. As an ordinary deliveryman of Binzhou Tobacco, I witnessed and experienced various changes in Binzhou's development and felt the harmonious atmosphere of the enterprise. Personally, I think this year's work is more substantial, meaningful and challenging. With the care and help of leaders and comrades at all levels, I have successfully completed various tasks, and my personal ability has also been greatly improved. The work of the past year is summarized as follows:
First, strengthen study and strive to improve personal quality and sense of responsibility.
With the rapid development of the tobacco industry, the job requirements of various positions are constantly changing. Although I am an ordinary delivery man, I have obviously felt the pressure, and I feel that I may be eliminated if I don't study. Over the past year, I have always regarded persistence in learning as the primary criterion to test my personal ability and quality, and "study, study and study again" as my motto, and consciously formed the good habit of "being diligent in learning and thinking". I am deeply encouraged by the victory of the xx Party Congress. At work, I persisted in studying political theory knowledge, improved my ideological consciousness, established a correct "outlook on life, world outlook and values", strictly abided by the company's work rules and regulations, and successfully completed my work tasks. Adhere to everything from me and seek truth from facts. In line with the principle of being meticulous and sticking to one's post, actively do one's job and be ready to accept the inspection and assessment of the leaders at any time.
Second, based on their own duties, do a good job every day and do everything well.
In terms of work, I am conscientious, diligent and self-denying, stick to my post, work first, obey the arrangement of the leader, and conscientiously complete every task assigned by the leader; Learn business knowledge from colleagues with an open mind, pay attention to unity and cooperation with colleagues, and get along well with colleagues; Work hard and actively, and complete your tasks on time and with good quality. My work is briefly described as follows:
Third, be honest and do things solidly.
In terms of self-construction, "being honest and doing things in a down-to-earth manner" is the purpose guiding my work. I always pay attention to the accumulation and perfection of my business knowledge and professional knowledge, strive to arm myself with constantly updated knowledge theory, constantly adapt to every problem encountered in my work in new ways and concepts, and truly keep pace with the times. Strive to improve their self-cultivation and improve their quality construction. Many of our colleagues are very grateful and expressed their small thanks for their services. They all smiled and politely refused to send bottles of water and drinks. "This is the duty of our tobacco people. You're welcome. Your satisfaction is our pursuit. " They said that in their hearts, in the hearts of all tobacco people, "two supremacy" is their belief and "two maintenance" is their oath. When they choose the oath, they choose the dedication, and they have no regrets.
Plan:
First, improve ideological understanding and enhance diligent consciousness. The delivery post is the hardest work among the "five members". It is sweaty in summer and muddy in winter. When the road conditions are bad, it has to be a "starter". However, you can choose your career, but you can't choose your professional responsibility. Therefore, it is necessary to cultivate the hard-working consciousness of delivery staff. First, we should educate every deliveryman to love his post, work hard and be willing to contribute to his post; The second is to advocate the spirit of hard struggle; Third, we should have a sense of accomplishment and understand that the development of an enterprise is closely related to our own efforts. Only in this way can everyone consciously face difficulties, overcome difficulties, meet challenges and form a good sense of diligence.
Second, study hard to improve the professional awareness of the delivery staff. The deliveryman is at the forefront of cigarette marketing, closely linked with the market and customers, and must have a strong sense of business. To put it simply, it is to master the brand, origin and characteristics of all kinds of cigarettes, know the business location and scale of each customer like the back of your hand, and know the mileage and road conditions of each line like the back of your hand. At a deeper level, it is necessary to cultivate the deliveryman's ability to analyze, observe and synthesize the market, turn himself into a storer and analyst of market information, upload and publish effective information timely and accurately, and achieve the ability to assist account managers to control the market. At the same time, it is also necessary to train the deliveryman on the knowledge of distinguishing genuine and fake cigarettes, genuine and fake money, vehicles and traffic safety, so that they can calmly face all kinds of problems in the distribution process.
Respectable and lovely tobacco deliveryman and tobacco man working in the front line of tobacco, like "angels", deliver the company's most sincere and enthusiastic service to our cigarette retailers to our thousands of households in time and accurately, closely link the company with our cigarette retailers, and silently dedicate their youth to the further harmonious development of our enterprise and zero relationship.
Third, pay attention to education and cultivate the overall awareness of midwives. Although the delivery staff is the same working mode and method every day, because their face-to-face contact with customers is the direct communication channel between enterprises and customers, his every move is directly related to the reputation of enterprises, customers' understanding of enterprises, and the integrity and loyalty of consumers and customers to enterprises. If there is negligence, customers will think that this is not a personal problem, but a management problem of the enterprise, which directly affects the corporate image. Therefore, it is necessary to strengthen the education of distributors, so that each distributor can realize his responsibilities from the heart, consciously perform his duties, fully embody the values of "national interests first, consumer interests first" in his work, stand on the overall situation of the industry and enterprises, look at his work, and raise the overall situation consciousness to a new height.
Fourth, firmly establish a sense of responsibility and consciously practice the "two supremacy". The purpose of Bengbu tobacco enterprise's "reality" cultural thought strengthens Ma Jian's "two interests first" industrial values and enterprise values consciousness with "reality" as the core, and earnestly performs his duties with a strong sense of ownership, subjective initiative and creativity, laying a solid foundation for his own thoughts. Ma Jian very much agrees with the incisive words of Jiang Chengkang, Director of the National Bureau: "Responsibility is a quality, a pursuit and a spiritual realm. The whole industry should further establish a sense of responsibility, establish a responsible image in society, and be truly responsible to the country and consumers. Responsibility is specific, and different positions have different responsibilities. For the national bureau and the head office, it is necessary to be responsible to the central government, to the society, and to the development of the industry, so as to realize the sacred responsibility of being responsible to the country and to the consumers. " In a sense, responsibility is a quality, a pursuit and a spiritual realm. When it comes to responsibility, we should take the power in our hands as a lofty responsibility, be conscientious, work hard, be responsible for the country, consumers, retail customers and ourselves. Ma Jian always insists on "being realistic, pragmatic and solid" in his work, and always believes, relies on and respects retailers. This is an ideological leap and spiritual sublimation based on the practice of enterprise values with "reality" as the essential ideological basis and motivation in the reform and development of enterprises, and also marks the progress and call of the times. Many of our colleagues are very grateful and expressed their small thanks for their services. They all smiled and politely refused to send bottles of water and drinks. "This is the duty of our tobacco people. You're welcome. Your satisfaction is our pursuit. " They said that in their hearts, in the hearts of all tobacco people, "two supremacy" is their belief and "two maintenance" is their oath. When they choose the oath, they choose the dedication, and they have no regrets.
Chapter II: Overview of Cigarette Distribution With the deepening of network construction, Nujiang Tobacco has realized a modern circulation system of telephone ordering, online distribution, electronic settlement and modern logistics.
First, the basic situation in charge of the jurisdiction
Since May 2000, I have been the account manager of # # Town. The area under my jurisdiction ranges from Lazan Village bordering Fugong County to Yuecun Village bordering Cikai Town. The total population is nearly 6,000, with * * * licensed retail households 16 households. There is a large proportion of mountainous areas in my jurisdiction, with a large number of poor people and a large degree of poverty, and there is no big pillar economy, which is complete.
Second, serve retail investors wholeheartedly.
Rural cigarette retailers are scattered, with limited funds, weak management ability and great randomness. Most of them are operating while farming, with unstable business hours and short business hours during busy farming hours. But I am still determined to do this job well. For some customers, volumes are planned to be released.
Smoke has some opinions. While grasping the general idea of the company, listen to their complaints and put yourself in their shoes. When customers vent their dissatisfaction, I accept it all and patiently explain it to them later. At the same time, customers are also required to do a good job of guiding consumers to adapt to cigarettes of various flavors, focusing on guiding customers who have only bought a few best-selling brands for a long time to implement surprise service. Listen to every word of the customer by checking the inventory and sorting out the counter. As an account manager, I have the obligation to help solve problems or difficulties in time and constantly collect market information.
In the process of visiting again, use communication skills flexibly, and accurately understand the real needs of customers through emotional communication in various ways, so that customers can tell you what they don't know and express their true thoughts and opinions. For example, ask customers whether they are satisfied with the service provided. Is there anything that needs to be improved? How to improve, etc. In this way, it helps to remind customers and express our sincerity, thus improving customer loyalty.
Make full use of the telephone ordering system to remind customers who have forgotten to order with meticulous service. Specific practices: Collect the list of customers who often forget to order food, and provide effective bank bill of lading service for shopkeepers when visiting them. For example, mark on the calendar or calendar at the customer counter to remind yourself not to forget.
Tell business operators to be on the right track, to purchase goods from formal channels, and not to operate illegally for short-term interests, which will not only affect their integrity in tobacco companies, but also lose the trust of consumers once they sell fake cigarettes, making them both famous and famous. The mode of operation must change with the change of the market, and it is impossible to remain the same. We should always pay attention to the brand trends and consumption of cigarette market, collect and analyze market information in time, organize the supply of goods as soon as possible, seize the sales opportunities and achieve better results.
In September this year, leaders of national companies led us to study in Dehong, listened to the introduction of Dehong leaders and visited their ordering center and logistics decomposition center, which broadened our horizons, increased our knowledge and enhanced our confidence in doing a good job in cigarette business. This study and investigation let me see the gap between us and their work, changed my concept, and enhanced my work confidence and sense of responsibility.
Firmly establish the modern marketing concept, integrate "customer first, service first, honest management and common development" into every link and process of work, and strive to improve their own quality. In the future work, I will further change my thinking and service concept, understand to the greatest extent, meet the requirements of customers, and then establish a strong sense of responsibility and a high sense of responsibility. There is an enterprising, positive and upward momentum. I don't want to be perfect But I will do my duty, live up to the trust and high hopes of leaders at all levels, and live up to the tasks and missions entrusted to me by me and the new business model. Since history has given me this glorious title, I can only spare no effort to complete this mission with my "patience, sincerity and sincerity"