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Categories: Retail
At the Sales Counter: Focus on Feelings Supported by Facts

As a kid growing up in Wilmington, Del., I played Little League Baseball. My neighbor, Nat Shockley, the barber, sponsored my team, the Delpark Colts.
Categories: Retail, Service
Points of Presentation: It’s All About Power, Perception and Persuasion

Because customers don’t understand tires, their perception of our representation is askew. In others words, they hear what we’re saying at...
Categories: Retail, Service, Consumer Tires
Bring your ‘AA’ game: UHP buyers walk in more than ready for you

I conducted a survey this week, a 1-to-10 marketing survey, to better understand the ultra-high performance tire and wheel buyer. I spoke with management...
Categories: Retail, Service
Helpful Tips for Winners

There are certain things that winners do that almost ensure their success.
Categories: Retail, Service
‘Counter culture’

Have you noticed that companies with excellent reputations serve up excellent customer experiences at the point of sale? As an example, when waiting in line...
Categories: Retail, Wholesale Distribution, Commercial Business, Service
Is the value of value losing its value?

Is the value of value losing its value? Of course, the value of value varies from customer to customer. Everyone is different, and most everyone values...
Categories: Retail, Service
I Got Schooled by a School Teacher

When I was a young district manager in charge of 13 stores, life was crazy. I always felt somewhat out of control, like I was missing something and, of...
Categories: Retail, Service
I Worked with Winners: Winning is the Execution of Sound Strategy

I learned a long time ago that winners win. It’s as though you can’t keep a winner from winning.
Categories: Retail, Service
Assume the Sale! Put Customers in a Buying Mood

Customers can be confusing. I don’t like to be confused, so I’m a little pushy. I want to know what a customer is thinking. I like to assume...
Categories: Retail, Service
Skills that Pay the Bills: Effort Matters, but Outcome Matters More!

This article is about two things, when to focus, and how to focus! It’s not the output, but the outcome.

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