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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 start with the survey now by clicking on the "Next" button below.
Thank you very much for your time and support.
Sincerely,
XXX
Research Agency xxx
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| Which of the following best describes your position within the store? |
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| Where in South Australia? |
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| Where in Western Australia? |
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| Please select your gender. |
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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 of 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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| Is respectful of my time when communicating with me | |
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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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| Listens to my individual business needs | |
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| Does what they say they will do and is consistent | |
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| Can provide information and education in my preferred language | |
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| Provides me with useful information for my business | |
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| Has an easy ordering process | |
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| Recognizes when I need additional help | |
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| Visits me regularly enough to meet my needs | |
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| Proactively identifies issues and provides solutions | |
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| Provides useful information for my business on New Product Launches (NPL) | |
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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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| Provides information on products in brochure form / cheat sheets | |
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| Knows what is most important to me and my business | |
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| Helps me solve problems quickly | |
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| Provides reasonable rebates | |
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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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| Recognises that making profit is important to me | |
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| Takes time to educate me on the latest product information | |
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| Understands my business | |
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| Takes time to know me and my business personally | |
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| Assists me to achieve more profit in my business | |
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| Is willing to swap damaged or old stock quickly | |
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| Has reasonable payment terms (no direct debit) | |
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| Has effective incentives/programs to support my business goals | |
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| Has an effective sales rep that gives specials | |
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| How would you rate ITA overall on each of the statements below?
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| Understands my business | |
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| Provides me with useful information for my business | |
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| Does what they say they will do and is consistent | |
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| Helps me solve problems quickly | |
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| Knows what is most important to me and my business | |
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| Has knowledge of my business (local area, customer type and store type) | |
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| Has reasonable payment terms (no direct debit) | |
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| Has an easy ordering process | |
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| Takes time to educate me on the latest product information | |
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| Assists me to achieve more profit in my business | |
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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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| Has sales reps that don’t change too often and knows my store | |
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| Has rewards for all staff in the business (where permitted by state tobacco legislation) | |
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| Is willing to accept returns on mistakes made | |
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| Recognises that making profit is important to me | |
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| Has effective incentives/programs to support my business goals | |
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| Understands the challenges I face in my business and acts on them | |
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| Collaborates and works with me | |
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| Listens to my individual business needs | |
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| Is respectful of my time when communicating with me | |
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| Provides useful information for my business on New Product Launches (NPL) | |
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| Proactively identifies issues and provides solutions | |
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| Is willing to swap damaged or old stock quickly | |
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| Takes time to know me and my business personally | |
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| Visits me regularly enough to meet my needs | |
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| Recognizes when I need additional help | |
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| Can provide information and education in my preferred language | |
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| Provides reasonable rebates | |
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| How would you rate PML overall on each of the statements below?
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| Helps me solve problems quickly | |
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| Has knowledge of my business (local area, customer type and store type) | |
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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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| Collaborates and works with me | |
|
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| Is respectful of my time when communicating with me | |
|
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| Recognizes when I need additional help | |
|
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| Can provide information and education in my preferred language | |
|
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| Has an easy ordering process | |
|
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| Recognises that making profit is important to me | |
|
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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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| Does what they say they will do and is consistent | |
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| Provides information on products in brochure form / cheat sheets | |
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| Visits me regularly enough to meet my needs | |
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| Has rewards for all staff in the business (where permitted by state tobacco legislation) | |
|
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| Is willing to accept returns on mistakes made | |
|
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| Has reasonable payment terms (no direct debit) | |
|
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| Assists me to achieve more profit in my business | |
|
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| Provides me with useful information for my business | |
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| Has an effective sales rep that gives specials | |
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| Provides useful information for my business on New Product Launches (NPL) | |
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| Proactively identifies issues and provides solutions | |
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| Listens to my individual business needs | |
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| Has effective incentives/programs to support my business goals | |
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| Is willing to swap damaged or old stock quickly | |
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| Has sales reps that don’t change too often and knows my store | |
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| Takes time to educate me on the latest product information | |
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| Understands my business | |
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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?
Note: 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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