GET FIT TRAINING

Founded by Joseph William Foster, in 1895 in

Holcombe Brook, a small village 6 miles north

east of Bolton, United Kingdom

Foster was making a living producing regular

running shoes when he came up with the idea to

create a novelty spiked running shoe.

After his ideas progressed he joined with his

sons, and founded a shoe company named J.W

Foster and Sons in 1895

In 1958, two of the founder’s grandsons Joe and

Jeff Foster renamed the company Reebok in the

United Kingdom, having found the name in a

dictionary won in a race by Joe Foster as a boy

HISTORY

The name comes from the Afrikaans

spelling of Rhebok, a type of African

antelope or gazelle.

In 1979, Paul Fireman, US Sporting goods

distributor, saw a pair of Reeboks at an

international trades show and negotiated

to sell them in North America

In 2005, it became Reebok International

Limited, a subsidiary of the German

company Adidas , it is a producer of

athletic shoes, apparel and accessories

HISTORY

Paul Fireman

Footwear Reebok – factories in 14 countries (as

of May 2007) – based in Asia, primarily in China

(51%), Indonesia (21%), Vietnam (17%), and

Thailand (7%). Production is consolidated, with

88% of Reebok footwear manufactured in 11

factories, employing over 75,000

Apparel Reebok – factories in 45 countries – the

process of purchasing products from suppliers is

organized by region. Most (52%) of Reebok’s

apparel sold in the United States is produced in

Asia, with the rest coming from countries in the

Caribbean, North America, Africa and the Middle

East. Apparel sold in Europe is typically sourced

from Asia and Europe/ apparel sold in the Asia

Pacific region is typically produced by Asian-

based manufacturers.

HISTORY

Reebok has sponsored many Athletes , Sports Clubs &

celebrities:

• Formula One Racer Lewis Hamilton

• Basketball Player Allen Iverson; Yao Ming

• Hockey Player Sidney Crosby

• Tennis Player Amelie Mauresmo; Nicole

Vaidisova; Shahar Pe’er

• Boxer Amir Khan

• Football Player Chad Ochocinco; Thierry

Henry; Vince Young; Iker

Casillas; Ryan Giggs; Andry

Chachenko

HISTORY

• Rapper Jay-Z- became the 1st non-

athlete to get a signature shoe from

Reebok. The “S. Carter Collection by

Rbk” was launched on Nov. 21, 2003 and

the S. Carter sneaker became the fastest-

selling shoe in the company’s history

• Rapper 50 Cent – release a line of G-Unit

sneakers

• Artists Nelly and Miri Ben-Ari have

become spokespersons for the company

• Scarlett Johansson introduced her own

line of apparel and footwear called

Scarlett Hears, an Rbk Lifestyle

Collection

HISTORY

• Reebok produce shoes for Emporio Armani

under the label EA7. These shoes are marketed

to the high-end fashion market

• Reebok has exclusive rights to manufacture

and market both authentic and replica uniform

jerseys, sideline apparel and caps and onfield

football footwear of the teams of the National

Football League (NFL) from 2002-2012

• Reebok has rights to produce the on-ice

“EDGE” Uniform system, performance apparel

and training footwear of the National Hockey

League (NHL) since 2006

• They are also the official shoe supplier to Major

League Baseball (MBL)

HISTORY

Product lines :

• Reebok surged in popularity in 1982 after the

introduction of the Freestyle athletic shoe, which

was specifically designed for women and came

out when the aerobics fitness craze started. It

was also popular on the streets as casual wear

because of its comfort and styling (Freestyle

became an icon of the 1980s fashion scene with

hi-top versions-including two-velcro straps at the

top). Reebok continues to produce the Freestyle

to this day, as it is popular with cheerleading,

aerobic dancing, the gym and other consumers.

• EX-O-Fit athletic shoe for men, similar to the

Freestyle, it came in low-top and hi-top versions;

with only one strap. One the designers of this

early footwear was the founder’s son, David

Foster

HISTORY

The Language of Shoes

Upper

Midsole

Outsole

Eyestay

Tongue

Quarter

Vamp

Tip

Collar

Collar Lining

Heel Counter

The Language of Shoes

Medial Side

Lateral Side

Insole

Co

mp

are

a C

ar

to a

Sh

oe

s

Outsole

Midsole

Upper

Insole

• Traction

• Durability

• Variety of Patterns for

Sport Specific Needs

Outsole

• like tires of a car, is the part of the shoe that

comes into contact with the ground.

• It is the 1st layer that has to face the natural

wear-and-tear that occurs with normal use.

• The outsole pattern on shoes determines the

degree of traction needed for optimal

performance in that particular activity.

• Different sports require different movements.

• The outsole pattern is custom-designed to suit

the needs of the athlete, as well as the different

conditions that may affect them as well.

• The outsole material on shoes is designed to be

durable enough to withstand the demands of a

specific sport

Outsole

Outsole Materials

1 - Carbon Rubber (BRS 1000)

o Synthetic rubber + carbon = extremely durable outsole

o Black carbon doesn’t fully bond with the rubber, so it can leave marks on surfaces like a gymnasium (indoor court) floor.

o Used for running shoes, BRS 1000 is standard running shoe outsole

Outsole Materials

2 - Solid Rubber

o The most common material used for Nike shoes

o Synthetic rubber + natural rubber

o Will not mark the gymnasium/indoor surfaces

o Not as durable as DRC on rough, outdoor surfaces

o Mainly used for basketball and cross-training shoes

Outsole Materials

3 - Gum Rubber

o Natural rubber + synthetic rubber

o Appears as a tan, amber-yellow outsole

o Soft and provides excellent traction on indoor surfaces

o Not as durable on outdoor surfaces

o Mainly used for indoor court shoes, such as volleyball shoes and indoor football/soccer shoes

Outsole Materials

4 - High-Abrasion Rubber

o Strong abrasion & Synthetic Rubber

o New compound (poly-isoprene & ethylene derivatives)

o Offer good bonding

strength, blooming and

tear strength

o Press works possible

OUTSOLE FEATURES

o Traction/grip

o Durability

o First level of cushioning

o Custom-designed for specific terrain

OUTSOLE of ZIGTECH TECHNOLOGY

When Reebok introduced the Zig concept in 2010, the company developed the concept that it would feel like an “energy drink for your feet.” ZigTech was designed to conserve and return energy to the athlete for a soft, cushioned ride.

Reebok developed three types of Zig outsoles to cater to the needs of different terrains.


ZigTech

This outsole was engineered for everyday running and training.

It was the most versatile platform of the line with its original-height Zig tooling for maximum energy return.


ZigNano

Built for racers and with low-profile tooling for a lightweight ride, a polyurethane foam insert in the forefoot improved cushioning at toe-off.

An articulated Pebax dispersion plate on lateral crash zone made for a smooth transition.


ZigTrail

This outsole was geared for trail running and outdoor excursions.

A carbon rubber outsole with active traction lugs aided traction and durability.

A stabilizer and impact dispersion plate offered support, while a flared heel midsole enhanced stability on rough terrain.

• Most Important Part of Shoe

• Stability

• Shock Absorption /

Cushioning

• First Part to Break Down

Midsole

• like the suspension system of a car, is

the most important part of the shoe.

• Its cushioning features absorb the

forces incurred during an activity,

keeping the athletes safe from joint

injury.

Midsole

Midsole Materials

1 - Ethylene Vinyl Acetate - EVA

o soft, light, flexible

o The least expensive midsole material

o Often used in entry-level shoes

o Once compacted, it does not return to its original shape and no longer provides cushioning

o Used to be state-of-the-art, but is no longer used

Midsole Materials

2 - Polyurethane - PU

o The most dense, durable and stable midsole material

o Provides maximum impact protection

o The heaviest midsole material, but also the most durable

o Smooth, rubbery feel and tendency to turn yellow with age

• Stability

• Secures Foot On Top of

Footbed

• Breathability

• Support

Uppers

• like the body of a car, acts as a protective shell to keep

rain, wind, dirt, and rocks from getting in your way.

• It has the ability to withstand abrasion (rubbing or scraping

away).

• It secures your foot over the midsole.

• And it provides breathability so that even though your body

temperature rises, your feet are adequately ventilated and

you can continue performing at your best.

Uppers

• Leather

• Synthetic Leather

• Mesh

Uppers Materials

Uppers Materials

1 - Leather

o durable, comfortable, supportive and breathable

o Form-fitting, will stretch overtime

o Identified by a grainy appearance and a rough edge that is left (after having been cut)

o Commonly associated with quality

Uppers Materials

2 - Synthetic Leather

o Stronger lighter in weight, more durable than natural leather

o Does not stretch over time

o Identified by a consistent grain pattern and a sharp, clean edge that is left (after having been cut)

o More expensive than natural leather

Uppers Materials

3 - Mesh

o Lightweight, breathable

o Nylon or polyester fibers

o Either knit or woven into a variety of patterns

o Its open structure has large or small holes that allow the free movement of air through the material

o Predominantly used in running shoes for its excellent breathability

• Lacing System

• Thermal Plastic Vinyl

Resin (TPRV)

• Zip and Velvet Closures

Uppers Features

Uppers Features

1 – Lacing System

specialized lacing systems may be incorporated to provide a better fit, as well as providing an easier and faster lace-up of the shoe.

Uppers Features

2 – Thermal Plastic Vinyl Resin - TPRV

• Used as a structural element

• Provides lightweight support and stability

• Durable, flexible

• Commonly used to reinforce the toe of the shoe

• Incorporated within the shoe’s upper to increase durability and stability

Uppers Features

3 – Zip and Velvet Closures

• can be used alone or over traditional shoelaces

• Provides protection from debris

• Provides a more snug fit.

REEBOK TECHNOLOGY

EasyTone – KineticFit – HexRide –

SmoothFit - Xstatic - DMX Foam -

DMX Shear - DMX Max – Hexalite -

3D Ultralite – PlayDry – PlayShield

– PlayWarm

Reebok Technology

EasyTone

has built-in balance pods, featuring Moving Air

Technology, transfer air in response to your stride

and create micro-instability with every step.

KineticFit

provides a fit system that accommodates the

changes in size and shape of an athlete’s foot as it

moves. From impact through toe-off, the foot can

change up to half of a shoe size. KineticFit

construction makes use of a series of engineered

stretch panels positioned in key areas of the shoe.

These panels allow the shoe to respond and move

naturally with the foot.

Reebok Technology

HexRide

a cushioning technology, was created to provide the

athlete with a cushioned, lightweight ride. The

midsole of a HexRide shoe is cored out into a

pattern of hexagonal recesses. The air inside the

hexagonal shapes is sealed in with an impact

resistant polymer film to create a lightweight yet

very cushioned ride.

SmoothFit

is an upper technology that provides the ultimate in

comfortable fit. The construction of SmoothFit is

designed from the inside out. All seams are either

eliminated or sealed both inside and outside the

upper. The goal is to create a fit with minimal

potential irritation inside a light, flexible, streamlined

aesthetic upper.

Reebok Technology

XStatic

is a heat-regulating thermodynamic silver meets an EPA-registered

antimicrobial. Together they create an anti-odor, anti-sweat and anti-

cold fabric so powerful, it's performance stays true over time.

XStatic silver embedded fibers react to the body's temperature,

keeping you cool when it's hot and warm when it's cold. Add a

powerful antimicrobial to repel odor, into Reebok's signature

SmoothFit Premier Running tech tops and suddenly, anything else is

just plain old clothing.

Reebok Technology

DMX Foam is a proprietary foam formulation that delivers

a cushioned ride in a longer lasting, more lively feeling

system. DMX Foam is typically more consistent and

longer lasting than standard midsole formulations.

DMX Shear is a cushioning component that works to slow

down and distribute the stress at heel strike. On impact,

DMX Shear allows the foot to continue forward while

slowing the heel of the shoe. The slowing of the heel

enables force to be distributed both vertically and

horizontally creating less stress on the foot.

DMX Max is a hollow two-pod cushioning system made

for the walker seeking the maximum amount of DMX

cushioning. Air trapped inside DMX Max travels back and

forth under the foot in concert with each walker’s

individual stride. This moving cushion of air delivers

sensational cushioning and comfort.

Reebok Technology

Hexalite is a lightweight, honeycomb-shaped cushioning

material that provides enhanced shock absorption in areas

of peak pressure. The Hexalite technology is 4 times more

durable than EVA foam and absorbs up to 23% more energy

than the equivalent amount of EVA Foam. Tough urethane

film combined with the structural integrity of the honeycomb

linkage make it one of the most durable cushioning systems

used in footwear.

3D Ultralite is a proprietary foam material engineered to be

lightweight, with extra durability and responsiveness. As a

result, shoes made with 3D Ultralite are 10-20% lighter than

shoes made with conventional construction. The proprietary

blend of materials in 3D Ultralite includes EVA, rubber and

other compounds. The mix of these materials can be varied

to meet the specific needs of different activities. The

process of creating 3D Ultralite is based on injection-

molding, which creates more uniform, more consistent sole

units.

Reebok Technology

PlayDry is a moisture management system that helps

keep you cooler, dryer and more comfortable. This “base

layer” moves moisture, accelerates evaporation,

increases ventilation and reduces abrasion without

trapping the body’s thermal energy. PlayDry is available

in a variety of apparel and footwear offerings.

Playshield is an “outer layer” that acts as the final shield

against the elements. Breathable linings, friction

reducing fabrics, strategic venting and ergonomic

construction integrate to maximize the athletic

performance in the most inclement weather.

PlayWarm is a “cover layer” that creates “dead air”

space to slow the body’s thermal energy loss, while

assisting in the dispersion of moisture initiated by the

PlayDry base layer.

Ways on how to ensure fit is to

EXAMINE THE CUSTOMER'S OLD SHOES:

Check: = > wear lines

= > shape

= > sweat lines on insole

Kinds of Foot

• Neutral/Normal Foot

• Flat Foot

• High Arch Foot

Kinds of Foot

Neutral / Normal Foot

• Known as “efficient” foot

• Characterized by a stable arch that

properly support the motion of the foot

through the entire stride

• When we walk, our foot has a natural

tendency to roll inward (called pronation),

so that the force of impact is distributed

evenly throughout the entire foot

• You can wear practically any running

shoe.

Kinds of Foot

Flat Foot

• Known as “flexible” foot

• Occurs because the arch of the foot is too

weak, causing the foot to roll inward too

much (called over-pronation)

• Prolonged over-pronation can put

additional stress on your ankles, knees,

hips and back

• You need running shoes with strong

stability features in order to support your

weak arch

Kinds of Foot

High Arch Foot

• known as “rigid” foot

• The arch of the foot is too strong, causing

the foot to deflect off the arch as you walk

(called supination, or under pronation)

• The foot cannot then properly complete

the pronation process (see neutral foot)

• Prolonged supination results in a loss of

natural shock absorption

• You need shoes with lots of cushioning

LAST AS SHAPE

• Stability

• Cushioning

• Motion Control

– Blend of cushioning, medial support (to

limit excessive inward rolling of the foot,

which can cause injury) and durability

– Often have a medial post or dual-density

midsole - these are features that provide a

firmer density under the inner edge of your

foot

– Usually built on a semi-curved last

Stability

– Softest midsoles and the least

added stability

– Usually built on a semi-curved

or curved last to encourage

foot motion, which is helpful

for runners who have rigid,

immobile feet

('underpronators')

Cushioning

– Designed to slow down or limit extreme inward rolling of the foot and ankle, which can cause injury (this excessive rolling is called 'overpronation')

– May include features such as a medial post (a firmer section under the inner edge of your foot, for pronation control); a polyurethane midsole (for midsole durability) and a carbon rubber outsole (for outsole durability)

– Built on a straight last, which

offers stability and maximum

support on the inner side of your

foot

Motion Control

LAST AS SHAPE

• Semi-curved Last

• Straight Last

• Curved Last

• Women’s Specific Last

LASTS

Mean shapes of footwear… They are:

• Shaped in different ways to accommodate

activity-specific demands.

• Dictating the fit, or how the shoe feels on

the foot.

• Different Designs on the same LAST can

fit differently. (design also plays an

important part )

• there are two meanings for the term “last”

in the world of the athletic footwear.

1. “last as shape”

2. “last as construction”

LAST AS SHAPE

Semi-Curved Last

• For individuals with natural

feet

• Most runners fall in this

category

• Most of Nike’s footwear is

made with this last

• Meets the flexibility and

support needs of the majority

of runners

LAST AS SHAPE

• for individuals with a flat foot

or mild flat foot

• Provides a stiffer, more stable

platform for the foot

• The extra motion control

comes at the expense of

flexibility but its is needed

with this particular foot type

LAST AS SHAPE

Curved Last

• for individuals with a high

arch

• People with this foot type

mainly contact the ground

with their heel and forefoot

• Since their foot is considered

rigid, this type of last provides

a more flexible platform

LAST AS SHAPE

Women’s Specific Last

• For women

• Because women’s feet have a

narrower heel and a wider

toe-box

• Only found in shoes with the

“Designed and Engineered

For Women” logo

Gait Cycle

Gait Cycle – the rhythmic alternating

movements of the 2 lower extremities which

result in the forward movement of the body.

Simply stated, it is the manner in which we walk

Stance Phase

– Contact

– Mid Stance

– Propulsion

Swing Phase

• Initial Swing

• Mid Swing

• Terminal Swing

Gait Cycle

Gait Cycle – Swing Phase

When heel

makes contact

with the ground

as you attempt

to move forward

The foot moves

high off the

ground from

back to front

side of your

body preparing

to land again.

When the foot

pushes off the

ground with toe

off and the foot

moves higher to

the back.

Pronation

Pronation

The inward rolling of the foot during

normal motion and occurs as the outer

edge of the heel strikes the ground and

the foot rolls inward and flattens out. A

moderate amount of pronation is

required for the foot to function properly.

Neutral

Stability Shoe

Supinator

Cushioned Shoe

Pronator

Control Shoe

SPORT-SPECIFIC SHOES

• Why sport-specific is the best?

• Benefits of sport-specific

• Why running shoes only for running ?

• Tips of fitting athletic shoes…


Why is sport-specific best ?

• Shoes are mainly intended for one particular activity

• The outsole, midsole and upper are specially and specifically

created for optimal performance and safety

• Cross-trainers are average shoes for a number of different

activities, but they are not the best for any one particular

sport


The benefits of sport-specific shoes:

• Optimizes performance and decreases

the risk of injury

• Prolongs the life of the shoe

• Provides the user with greater

satisfaction

• Decreases the chance that customers

will come back with “defectives”, since

they’ll be happier because the shoe is

performing well for them in that

particular activity


Why running shoes are only meant for

running:

• Running shoes are designed for one

particular purpose forward motion

• They do not have side-to-side stability

for those activities that require lateral

movement (which mean they are not

suitable for any sport/activity apart

from running and walking)

• Can lead to serious injury if used for

other activities

Tips For Fitting An Athletic Shoe: 1. Recommend that they buy their shoes late in the day (late

afternoon, early evening)

2. Provide athletic socks for them to test the shoes

3. Measure both feet for length, arch length and width

4. Find out the type of activity and frequency of activity

5. Get them to try on different pairs of shoes (both sides)

6. There should be a thumb’s width from the end of the

longest toe to the end of the shoe

7. They should be able to freely wiggle all their toes inside the

shoe while standing

8. There should be a firm grip on the heel

9. Make sure they are not on carpet when teasing the shoes

10. Get them to mimic the same activities that they will be

engaging in

11. The shoes should feel immediately comfortable

CUSTOMER SERVICE

GET FIT Selling

Greet the Customer

Evaluate their Needs

Take them to Fit Print / Total

Solution Presentation

Finalize the Sale

Introduce additional Items

Thank the Customer

Answering the Phone

“ Thank you for calling

Reebok (location),

This is (name), how

may I help you?”

FREQUENT BUYER PROGRAM (FBP)

After the customer purchases 5 pairs of shoes (Footwear Only) , the 6th pair is 50 % off the average of the previous 5 pairs purchased.

there’s no expiry date

This program doesn’t cover discounted items or other offers.

it builds customer loyalty since you have to purchase 5 pairs prior to discount.

DISCOUNT POLICY OF NIKE

5 4 3 2 1

76

Service Standards

Our customer

Build rapport

Establish customer needs

Match Needs with benefits

Include additional items

Manage Concerns

Exceed expectations

BE NICE!

Our Store

• First impressions

• Overall standards

Build rapport

77

Use a great

target

statement

Build rapport • Compliment:

– “That top looks great on you.”

– “Your shoes are really cute.”

• Store Tour:

– “Have you shopped here before? Let me show you around!

– “Our ladies section is downstairs”

• Conversational:

– “It’s a great day for shopping.”

– “Looks like you have been in several stores already!”

• Merchandise:

– “We just received this new merchandise. It’s really exciting.”

– “Our ___X___ are on promotion right now.”

78

• Read the customers signals

• Re-approach within a reasonable timeframe

• Use one of the 3 approaches when re-approaching

– Service Approach:

– Conversational Approach:

– Merchandise Approach:

79

Build rapport

Service Approach: • “Which size are you looking for?”

• “What specifically are you looking for today?”

Conversational Approach: • “Where have you been shopping today?”

• “Great weather out there today!”

Merchandise Approach: • “These are our new footwear styles that just arrived

yesterday. What’s your size?”

• “This is a very comfortable walking shoe with a special

story behind it.”

• “EVISU and PUMA have created these jeans in

collaboration.”

Induction Presentation -

Employee Guide 80

Build rapport

Establish Customer Needs

81

Ask open-ended questions

Principle: Open-ended questions = gain

information from customer

• “Why, what, who, when, where, how?”

• “Tell me about, Explain, Describe”

Ask closed-ended questions

Principle: Closed-ended questions =

gain clarification for self

(answered with yes or no)

• “Have you, did you, were you, are

you, could you, would you, should

you?”

Pause Principles: Pause for 3-10

seconds. Don’t speak over the

customer Important when speaking

with customers in a 2nd language.

Listen actively Principles:

Pay attention, process what

the customer is saying

Paraphrase Principle:

In customer’s words

• “So what you are saying

is…”

• or “So, just to clarify what

you said you wanted is


Employee Guide 82


Benefits answer the questions

“Who cares?”

“So What?”

Always include a

• Description

• Features & Advantages

• Benefit

use the bridging phrases, “which

means that” and “so”.

EX. “This running shoe has a nylon mesh upper which means that

it will provide breathability so your foot maintains a comfortable climate

and you feel good during your run.”

“This stylish Reebok t-shirt has a longer back hem which means that

it stays in place and covers your lower back so you can sit down

comfortably without exposing your bottom to the world”


Employee Guide 83


List a mixture of Tangible and Intangible benefits.

• Tangible benefit One which is objective and can

be quantified or measured

Ex. Durable, comfortable, protective

• Intangible benefit . One which is subjective and

difficult or impossible to measure

Ex. Fashionable, makes you feel good, saves time

Escort the customer to the fitting room

84

Help the customer at the fitting room

Ex. “Are the sizes that you have ok?”

“Would you like me to bring anything else?”

Use alternative products if product requested is not

in stock

Ex. “That style is only available at selected stores,

what about this one from the same range?”

Use positive reinforcement.

• “That looks really good on you.”

• “This is a very popular item.”

Be honest with customers

Include additional items to increase sales

85

To assist in completing an outfit, use the rule of TABS.

This helps you keep TABS on your customer.

T Top

A Accessories

B Bottoms

S Socks and Shoes

Use a phrase to bridge:

this positions you as the advisor not the sales person

Ex. “Many customers also buy…” “You may also want to consider...”

With the additional items please include a Feature with an Advantage and a

Benefit, which match needs. This differentiates between SELLING and

HELPING

Ex. “Here is a vest to go over the golf shirt which means that you will have

extra warmth, so you can play early on Saturday mornings”

Include related and non-related items

• Related - Things that naturally go together: shoes and socks.

• Non-Related - An item such as accessories, watches, and glasses.

Manage Concerns

86

Always ask for status (sound, look, think, feel)

• How does that sound?,

• How does that look?,

• What do you think?

• How do you feel about that?

Acknowledge concerns

Principle: Concerns are a way of customers telling you

they are interested. Having concerns shows that the

customer cares and they want you to help them.

• “It sounds like you are a little concerned about…”

• “I can see that you have some worries about…”

Ask open-ended questions to understand all/new concerns

Overcome concerns by including a Feature with an

Advantage and a Benefit, which match needs.

Exceed expectations

87

• Walk your customer to the cash desk

• Use the customer’s name

• Focus on the customer

• Reinforce the customer’s decision – congratulate them on their

purchase

Ex.

“I know you are going to enjoy wearing those _______________!”

“That top is a really great color for you!”

• Handle credit cards with respect

• Say “Thank You”

• Walk purchase out to the customer

• Make it personal by referring to something you have learned during the

interaction

Ex.

“Come back and tell me how your trip went!”

“Have a great time on your vacation in ________________

LOUSY

SERVICE

+ EXCELLENT

PRODUCT

= BAD SALE

EXCELLENT

SERVICE

+ LOUSY

PRODUCT

= BAD SALE

EXCELLENT

SERVICE

+ EXCELLENT

PRODUCT

= EXCELLENT

SALE

ALWAYS REMEMBER:

THAT A CUSTOMER

NEVER FORGETS A BAD SALE,

HE MAY NOT COME BACK AND

THAT WILL BE YOUR

LAST SALE.

Thank you…

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