做好卷烟特殊零售终端服务工作,提升特殊终端零售客户服务工作水平,是实现“卷烟上水平”的重要举措,是践行党的群众路线教育实践活动的题中之义,是推动零售终端建设科学化的重要内容。本文从充分认识做好特殊卷烟零售终端服务工作的重要性着手,基于ACSI模型客观分析了目前浙江省烟草公司丽水市公司特殊终端客户的需求类型与需求缺口,以马斯洛需求层次理论为突破口,重点阐述了对特殊卷烟零售终端服务工作的探索与思考,并提出了改进方案,希望起到一定的借鉴作用。 To do a good job of special retail terminal services for cigarettes and to enhance the service level of retail customer service for special terminals is an important measure to realize the level of cigarettes and is the crux of the practice of educating and practicing the mass line of the party. Terminal building an important part of science and technology. This article starts with fully understanding the importance of doing special cigarette retail terminal services. Based on the ACSI model, this paper objectively analyzes the demand type and demand gap of the current end customer of Lishui City, Zhejiang Tobacco Company. Taking Maslow’s hierarchy of needs as a breakthrough point , Focusing on the exploration and thinking of the special cigarette retail terminal service work, and put forward the improvement plan, hoping to play a certain reference.