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Retail Confidential Joe Cushnan

Retail Confidential

Joe Cushnan

Published 2010
ISBN : 9781852526474
220 pages
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 About the Book 

This book was first published in paperback in 2010. If you are looking for a textbook or guruesque take on retailing, this isnt it. This is my take. Some people enjoyed the humour and sarcasm but others hated it. This has been my career and,MoreThis book was first published in paperback in 2010. If you are looking for a textbook or guruesque take on retailing, this isnt it. This is my take. Some people enjoyed the humour and sarcasm but others hated it. This has been my career and, therefore, these are my recollections and views. Hopefully, this is a practical as well as an entertaining look at shops, shoppers and shopping. Others are, of course, free to write their own books. (JC)After nearly 40 years working in and around retail management, Joe Cushnan shares experiences, opinions and advice on what really happens in this roller coaster of an industry. Much of the focus is on the management of people and customer service but other aspects of retailing are analysed and commented upon with an imbalance of wit and wisdom. It is aimed at existing store managers, new recruits to retailing and customers at large.CONTENTSPART ONE:1 – WHO IS THIS GUY? (SPECIAL GUEST STARS BUTCH CASSIDY AND THE SUNDANCE KID)2 – HOW THE SIMPLICITY OF RETAILING CAN BECOME COMPLICATED3 – HOW RETAILING CULTURE CAN BECOME CONTAMINATED BY SNAKE OIL4 – HOW THE CUSTOMER IS NOT ALWAYS RIGHT BUT IS ALWAYS ESSENTIAL AND SOMETIMES SURPRISING5 – HOW A CUSTOMER DIARY EXPOSES THE GOOD, BAD AND UGLY STATE OF SERVICE AND WARNS US TO BEWARE OF “LEMON-SUCKERS”6 - HOW CUSTOMERS FANCY THEMSELVES AS COMEDIANS IN HOW THEY ACT, WHAT THEY SAY AND WHAT THEY EXPECT7 – HOW RETAILERS HIRE THE WRONG RECRUITS AND RISK DAMAGING THEIR BUSINESSES8 – HOW TO SELL, SELL, SELL AND DO IT WELL, WELL, WELL9 – HOW A WEEK CAN BE A LIFETIME FOR A SUPERMARKET MANAGERPART TWO:RETAIL OPERATIONS DIGEST OF HELPFUL LISTS AND HANDY HINTSINDEX OF LESSON LISTSLESSONS FROM MY CAREER:10 LESSONS I LEARNED FROM BHS10 LESSONS I LEARNED FROM ALFRED DUNHILL LIMITED10 LESSONS I LEARNED FROM THE BOLTON ABBEY ESTATE10 LESSONS I LEARNED FROM MAKRO10 LESSONS I LEARNED FROM ASDA/WAL-MART10 QUESTIONS RETAIL PEOPLE SHOULD ASK AND SAY “YES” TOLESSONS ABOUT CUSTOMERS:10 CUSTOMER TYPES I ENCOUNTERED OVER THE YEARS10 LESSONS ABOUT RETAILERS’ NEGATIVE ATTITUDES TO CUSTOMERS10 WAYS TO GET CUSTOMERS TO TRUST YOU10 THINGS A RETAILER WANTS A LOYAL CUSTOMER TO REMEMBER10 ESSENTIAL INGREDIENTS OF FACE-TO-FACE CUSTOMER SERVICE10 BASIC WAYS RETAILERS CAN IMPRESS CUSTOMERSLESSONS ABOUT IMPROVING RETAIL BUSINESS PERFORMANCE:10 RETAIL INGREDIENTS TO UNDERSTAND AND MANAGE10 THINGS TO CONSIDER FOR THE BEST SHOP EXPERIENCE10 FACTORS IN A WINNING STRATEGY10 WAYS TO WIN BUSINESS10 WAYS TO IMPROVE RETAIL SALES10 THOUGHTS ON SALES PROMOTIONLESSONS ABOUT GETTING THE BEST OUT OF INDIVIDUALS AND TEAMS:10 WAYS TO GET THINGS DONE10 LESSONS ABOUT LISTENING10 WAYS TO NURTURE TEAM INVOLVEMENT10 TIME MANAGEMENT TIPS10 WAYS TO GET FEEDBACK IF YOU REALLY WANT SOME10 THINGS TO STOP YOU WORRYING10 ALARM BELLS SUGGESTING YOU ARE UNHAPPY AT WORK10 THINGS TO PONDER WHEN IN A PREDICAMENTLESSONS FROM THE WORLD AROUND US:10 BUSINESS RELATED QUOTATIONS10 BEATLES SONGS TO PROMPT YOU INTO ACTION10 BOB DYLAN SONGS TO MAKE YOU THINK10 ROLLING STONES SONGS FOR JOB SATISFACTION10 PROVERBS OFFERING GOOD OLD-FASHIONED WISDOM10 MOTTOES TO INSPIREA GUIDE TO HELP YOU DIG DEEPAND THINK LONG AND HARDHOW TO GET IDEAS FOR BUSINESS <