DB43-T 2365.2-2022農(nóng)村卷煙營(yíng)銷網(wǎng)絡(luò)　第2部分：零售客戶培訓(xùn)指南

ICS65.160

CCSX98

43

湖南省地方標(biāo)準(zhǔn)

DB43/T2365.2—2022

農(nóng)村卷煙營(yíng)銷網(wǎng)絡(luò)

第2部分：零售客戶培訓(xùn)指南

Ruralcigarettemarketingnetwork-

Part2:Trainingguideforretailcustomers

2022-05-31發(fā)布2022-08-31實(shí)施

湖南省市場(chǎng)監(jiān)督管理局發(fā)布

DB43/T2365.2—2022

目次

前言························································································································Ⅲ

1范圍·····················································································································1

2規(guī)范性引用文件······································································································1

3術(shù)語(yǔ)和定義············································································································1

4培訓(xùn)對(duì)象···············································································································1

5培訓(xùn)師資···············································································································1

6培訓(xùn)方式···············································································································1

7培訓(xùn)內(nèi)容···············································································································1

8培訓(xùn)要求···············································································································2

附錄A（資料性）培訓(xùn)滿意度評(píng)價(jià)表·············································································4

I

DB43/T2365.2—2022

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1部分：標(biāo)準(zhǔn)化文件的結(jié)構(gòu)和起草規(guī)則》的規(guī)

定起草。

請(qǐng)注意本文件的某些內(nèi)容可能涉及專利。本文件的發(fā)布機(jī)構(gòu)不承擔(dān)識(shí)別專利的責(zé)任。

DB43/T2365《農(nóng)村卷煙營(yíng)銷網(wǎng)絡(luò)》分為3個(gè)部分：

——第1部分：服務(wù)鄉(xiāng)村振興指南；

——第2部分：零售客戶培訓(xùn)指南；

——第3部分：營(yíng)銷服務(wù)規(guī)范。

本文件為DB43/T2365的第2部分。

本文件由湖南省煙草專賣局提出并歸口。

本文件起草單位：湖南省煙草專賣局、衡陽(yáng)市煙草專賣局、湖南省標(biāo)準(zhǔn)化協(xié)會(huì)。

本文件主要起草人：劉智、顏萍萍、趙妍、楊楸姍、匡媛媛、趙艷瑞、彭小平、唐國(guó)偉、肖騰、

李秀宏。

III

DB43/T2365.2—2022

農(nóng)村卷煙營(yíng)銷網(wǎng)絡(luò)第2部分：零售客戶培訓(xùn)指南

1范圍

本部分提供了農(nóng)村卷煙零售客戶培訓(xùn)的的建議，并給出了相關(guān)信息。

本部分適用于指導(dǎo)煙草商業(yè)企業(yè)開展農(nóng)村卷煙零售客戶培訓(xùn)。

2規(guī)范性引用文件

下列文件中的內(nèi)容通過文中的規(guī)范性引用而構(gòu)成本文件必不可少的條款。其中，注日期的引用文件，

僅該日期對(duì)應(yīng)的版本適用于本文件；不注日期的引用文件，其最新版本（包括所有的修改單）適用于本

文件。

DB43/T2365.1農(nóng)村卷煙營(yíng)銷網(wǎng)絡(luò)第1部分：服務(wù)鄉(xiāng)村振興指南

3術(shù)語(yǔ)和定義

DB43/T2365.1界定的術(shù)語(yǔ)和定義適用于本文件。

4培訓(xùn)對(duì)象

農(nóng)村卷煙零售客戶。

5培訓(xùn)師資

培訓(xùn)師主要由煙草商業(yè)企業(yè)兼職培訓(xùn)師、零售客戶兼職培訓(xùn)師、外聘培訓(xùn)師組成。

6培訓(xùn)方式

6.1培訓(xùn)方式

線下與線上培訓(xùn)相結(jié)合。線下可采取集中培訓(xùn)、現(xiàn)場(chǎng)培訓(xùn)等方式；線上培訓(xùn)可利用視頻會(huì)議、直播

平臺(tái)等方式。

6.2培訓(xùn)地點(diǎn)

根據(jù)便利條件，可選擇合適的農(nóng)村卷煙零售終端、村組委活動(dòng)室或基層站所等，也可租用公共場(chǎng)所。

7培訓(xùn)內(nèi)容

培訓(xùn)內(nèi)容包括但不限于表1中的內(nèi)容。

1

DB43/T2365.2—2022

表1培訓(xùn)內(nèi)容

課程類別課程內(nèi)容課程選擇

煙草行業(yè)相關(guān)法律法規(guī)√

社會(huì)主義核心價(jià)值觀、鄉(xiāng)村振興政策√

卷煙誠(chéng)信經(jīng)營(yíng)守則√

卷煙品牌文化知識(shí)√

卷煙銷售防盜防騙√

基礎(chǔ)知識(shí)卷煙庫(kù)存管理√

客戶檔位與卷煙投放原則√

真假煙識(shí)別知識(shí)√

零售終端信息系統(tǒng)操作√

商品倉(cāng)儲(chǔ)管理內(nèi)容○

加盟終端的建設(shè)與管理○

卷煙品牌推薦技巧√

零售客戶開口營(yíng)銷技能√

農(nóng)村店鋪陳列管理√

經(jīng)營(yíng)技能農(nóng)村卷煙消費(fèi)者的挖掘、培養(yǎng)與維護(hù)√

農(nóng)村店鋪數(shù)智化管理應(yīng)用○

農(nóng)村店鋪引流技巧○

雪茄知識(shí)概述○

數(shù)字化工具的基本運(yùn)用○

經(jīng)營(yíng)百科預(yù)防電信詐騙內(nèi)容○

金融支持服務(wù)○

新零售轉(zhuǎn)型趨勢(shì)√

消費(fèi)者服務(wù)與發(fā)展○

職業(yè)素養(yǎng)

卷煙零售內(nèi)訓(xùn)師培養(yǎng)○

直播實(shí)操○

地方文化知識(shí)與婚慶民俗○

人文地理

本地特色農(nóng)產(chǎn)品○

√：必選課程○：選配課程

8培訓(xùn)要求

8.1需求分析

8.1.1培訓(xùn)前宜開展專題需求調(diào)研，制定需求調(diào)研方案，明確調(diào)研對(duì)象、內(nèi)容、方法，并設(shè)計(jì)調(diào)研

問卷。

2

DB43/T2365.2—2022

8.1.2可采取電話、入戶、網(wǎng)絡(luò)等多種方式開展需求調(diào)研，調(diào)研樣本量滿足調(diào)研要求，宜覆蓋所有農(nóng)

村卷煙零售終端類型。

8.1.3調(diào)研完成后編制培訓(xùn)需求報(bào)告，主要內(nèi)容包括調(diào)研分析、調(diào)研結(jié)論、差距分析、培訓(xùn)需求等。

8.2培訓(xùn)計(jì)劃

根據(jù)培訓(xùn)需求報(bào)告、年度工作要點(diǎn)、年度考核辦法等，制訂年度培訓(xùn)計(jì)劃，培訓(xùn)計(jì)劃宜包括指導(dǎo)思

想、總體目標(biāo)、對(duì)象范圍、時(shí)間安排、師資力量、培訓(xùn)方法、培訓(xùn)管理、培訓(xùn)評(píng)估、應(yīng)急預(yù)案、費(fèi)用預(yù)

算等。

8.3培訓(xùn)資料

8.3.1宜根據(jù)培訓(xùn)對(duì)象需求、培訓(xùn)目標(biāo)，準(zhǔn)備培訓(xùn)講義、培訓(xùn)教材、培訓(xùn)手冊(cè)、講師手冊(cè)等培訓(xùn)資料，

開發(fā)視頻、幻燈片等形式的課件。

8.3.2宜對(duì)資料進(jìn)行合法性、合規(guī)性審查。

8.4培訓(xùn)方案

培訓(xùn)實(shí)施前，宜制定單次培訓(xùn)方案，包括培訓(xùn)目的、對(duì)象、時(shí)間、地點(diǎn)、課程、老師、方式、教具、

資料、管理等。

8.5培訓(xùn)實(shí)施

根據(jù)培訓(xùn)實(shí)施方案的計(jì)劃安排，組織實(shí)施培訓(xùn)工作。

8.6培訓(xùn)效果評(píng)價(jià)

宜在培訓(xùn)結(jié)束后對(duì)培訓(xùn)需求滿足程度進(jìn)行評(píng)價(jià)，組織填寫滿意度評(píng)價(jià)表，參見附錄A，并統(tǒng)計(jì)零售

客戶對(duì)培訓(xùn)課程、培訓(xùn)教師、培訓(xùn)效果、培訓(xùn)組織等滿意情況及改善意見。

8.7培訓(xùn)總結(jié)

撰寫培訓(xùn)總結(jié)報(bào)告，包括培訓(xùn)需求滿足程度與培訓(xùn)評(píng)估結(jié)果，提出下一步培訓(xùn)工作需求建議與改進(jìn)

計(jì)劃。

8.8資料歸檔

將培訓(xùn)方案、課件、評(píng)估、簽到、費(fèi)用明細(xì)、培訓(xùn)照片等資料歸檔。

3

DB43/T2365.2—2022

附錄A

（資料性）

培訓(xùn)滿意度評(píng)價(jià)表

培訓(xùn)滿意度評(píng)價(jià)表見表A.1。

表A.1培訓(xùn)滿意度評(píng)價(jià)表

培訓(xùn)項(xiàng)目名稱：培訓(xùn)舉辦部門：

培訓(xùn)時(shí)間：培訓(xùn)地點(diǎn)：

非常感謝您的參與！希望能得到您的寶貴意見以改善培訓(xùn)效果和培訓(xùn)組織工作，請(qǐng)您根據(jù)客觀情況填好下表，謝

謝您的合作與支持！

培訓(xùn)設(shè)計(jì)滿意度（請(qǐng)選擇一個(gè)檔次并在該區(qū)間打分）

非常滿意滿意基本滿意不滿意

調(diào)查內(nèi)容

（91-100分）（80-90分）（60-79分）（59分以下）

目標(biāo)設(shè)定總體滿意度

課程設(shè)置總體滿意度

師資配備總體滿意度

培訓(xùn)實(shí)施滿意度（請(qǐng)選擇一個(gè)檔次并在該區(qū)間打分）

非常滿意滿意基本滿意不滿意

調(diào)查內(nèi)容

（91-100分）（80-90分）（60-79分）（59分以下）

教學(xué)內(nèi)容

教學(xué)方法

教學(xué)水平

課堂組織與控制

培訓(xùn)效果滿意度（請(qǐng)選擇一個(gè)檔次并在該區(qū)間打分）

非常滿意滿意基本滿意不滿意

調(diào)查內(nèi)容

（91-100分）（80-90分）（60-79分）（59分以下）

對(duì)實(shí)際工作的幫助

對(duì)能力素養(yǎng)的提高

培訓(xùn)管理滿意度（請(qǐng)選擇一個(gè)檔次并在該區(qū)間打分）

非常滿意滿意基本滿意不滿意

調(diào)查內(nèi)容

（91-100分）（80-90分）（60-79分）（59分以下）

教風(fēng)

學(xué)風(fēng)

您對(duì)本次培訓(xùn)還有哪些改善建議和意見？

4

DB43/T2365.2—2022

目次

前言························································································································Ⅲ

1范圍·····················································································································1

2規(guī)范性引用文件······································································································1

3術(shù)語(yǔ)和定義············································································································1

4培訓(xùn)對(duì)象···············································································································1

5培訓(xùn)師資···············································································································1

6培訓(xùn)方式···············································································································1

7培訓(xùn)內(nèi)容···············································································································1

8培訓(xùn)要求···············································································································2

附錄A（資料性）培訓(xùn)滿意度評(píng)價(jià)表·············································································4

I

DB43/T2365.2—2022

前言

本文件按照GB/T1.1—2020《標(biāo)準(zhǔn)化工作導(dǎo)則第1