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Dear Retailer [insert retailer name],
As a main tobacco supplier to your business we highly value our relationship with the tobacco trade and want to ensure that we continue to meet and hopefully exceed your expectations.
As part of our ongoing commitment to provide outstanding support and service to the tobacco trade we ask that you complete our survey and as a thank you, you will receive a gift card worth XXX. Please be assured of confidentiality as none of your responses will be identified back to you, and the results will be reported in aggregate form.
Please click on the link below and complete the survey by the xx of xx. Thank you very much in advance for your participation.
Sincerely,
XXX
Research Agency xxx
Thank you very much for your time and support. Please start with the survey now by clicking on the Continue button below. |
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| Which of the following best describes your position within the store? |
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| In what state is your storel located? |
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| Where in South Australia? |
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| Where in Western Australia? |
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| Please select your age range? |
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| Which of the following best matches the business type you work in? |
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In the last month have you been visited by a Tobacco sales representative from any, some or all of the three large tobacco companies (BATA, ITA & PML)?
Note: BATA Brands e.g. Winfield, Rothmans. ITA Brands e.g. JPS, Horizon. PML Brands e.g. Peter Jackson, Bond Street. |
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| Which of the following best reflects how you see the role of the Tobacco category in your business? |
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| Do you personally use any the tobacco companies Online Portals for…? (select all that apply) |
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| Thinking about your experience with the tobacco suppliers you work with, how important to you is each of the statements below.
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| How would you rate BATA overall on each of the statements below?
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| Can provide information and education in my preferred language | |
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| Is willing to accept returns on mistakes made | |
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| Has rewards for all staff in the business (where permitted by state tobacco legislation) | |
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| Helps me solve problems quickly | |
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| Has an effective sales rep that gives specials | |
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| Collaborates and works with me | |
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| Has reasonable payment terms (no direct debit) | |
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| Provides useful information for my business on New Product Launches (NPL) | |
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| Has an easy ordering process | |
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| Assists me to achieve more profit in my business | |
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| Takes time to know me and my business personally | |
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| Is respectful of my time when communicating with me | |
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| Recognises that making profit is important to me | |
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| Provides me with useful information for my business | |
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| Recognizes when I need additional help | |
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| Has knowledge of my business (local area, customer type and store type) | |
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| Visits me regularly enough to meet my needs | |
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| Is willing to swap damaged or old stock quickly | |
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| Knows what is most important to me and my business | |
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| Takes time to educate me on the latest product information | |
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| Has sales reps that don’t change too often and knows my store | |
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| Proactively identifies issues and provides solutions | |
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| Understands the challenges I face in my business and acts on them | |
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| Provides reasonable rebates | |
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| Does what they say they will do and is consistent | |
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| Has effective incentives/programs to support my business goals | |
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| Listens to my individual business needs | |
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| Understands my business | |
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| Provides information on products in brochure form / cheat sheets | |
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| How would you rate ITA overall on each of the statements below?
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| Has an easy ordering process | |
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| Can provide information and education in my preferred language | |
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| Is willing to swap damaged or old stock quickly | |
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| Has rewards for all staff in the business (where permitted by state tobacco legislation) | |
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| Takes time to know me and my business personally | |
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| Provides useful information for my business on New Product Launches (NPL) | |
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| Knows what is most important to me and my business | |
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| Understands the challenges I face in my business and acts on them | |
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| Has sales reps that don’t change too often and knows my store | |
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| Proactively identifies issues and provides solutions | |
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| Recognizes when I need additional help | |
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| Understands my business | |
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| Has reasonable payment terms (no direct debit) | |
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| Collaborates and works with me | |
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| Listens to my individual business needs | |
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| Does what they say they will do and is consistent | |
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| Takes time to educate me on the latest product information | |
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| Has effective incentives/programs to support my business goals | |
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| Provides information on products in brochure form / cheat sheets | |
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| Provides me with useful information for my business | |
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| Helps me solve problems quickly | |
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| Recognises that making profit is important to me | |
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| Is respectful of my time when communicating with me | |
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| Has an effective sales rep that gives specials | |
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| Visits me regularly enough to meet my needs | |
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| Is willing to accept returns on mistakes made | |
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| Provides reasonable rebates | |
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| Has knowledge of my business (local area, customer type and store type) | |
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| Assists me to achieve more profit in my business | |
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| How would you rate PML overall on each of the statements below?
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| Provides me with useful information for my business | |
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| Takes time to educate me on the latest product information | |
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| Understands the challenges I face in my business and acts on them | |
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| Does what they say they will do and is consistent | |
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| Assists me to achieve more profit in my business | |
|
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| Is respectful of my time when communicating with me | |
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| Has sales reps that don’t change too often and knows my store | |
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| Understands my business | |
|
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| Is willing to swap damaged or old stock quickly | |
|
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| Provides information on products in brochure form / cheat sheets | |
|
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| Has an effective sales rep that gives specials | |
|
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| Collaborates and works with me | |
|
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| Has knowledge of my business (local area, customer type and store type) | |
|
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| Has rewards for all staff in the business (where permitted by state tobacco legislation) | |
|
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| Helps me solve problems quickly | |
|
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| Listens to my individual business needs | |
|
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| Can provide information and education in my preferred language | |
|
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| Has effective incentives/programs to support my business goals | |
|
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| Visits me regularly enough to meet my needs | |
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| Is willing to accept returns on mistakes made | |
|
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| Proactively identifies issues and provides solutions | |
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| Has reasonable payment terms (no direct debit) | |
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| Recognizes when I need additional help | |
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| Takes time to know me and my business personally | |
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| Knows what is most important to me and my business | |
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| Recognises that making profit is important to me | |
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| Has an easy ordering process | |
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| Provides useful information for my business on New Product Launches (NPL) | |
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| Provides reasonable rebates | |
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| Based on all the ratings you have just given, please rank the following three manufacturers? |
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Below are different events, activities and services that a tobacco supplier could potentially provide support with as part of it services to you and engagement with you.
How valuable to you is each of the elements below in assisting you to manage work or personal/family aspects of your life. Some aspects also relate to events a tobacco supplier may recognise you with.
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| How long have you been in tobacco retailing in Australia? |
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| Which of the following best describes your situation? |
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| Is the business you work in? |
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| Were you born in Australia? |
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| How long have you been living in Australia? |
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| Is English your primary language? |
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| Do you speak other languages fluently? |
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| What is the main language you speak fluently? |
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