PPB November 2018

contents Promotional Products Business The Official Business Monthly of Promotional Products Association International NOVEMBER 2018 4 Perspectives Does Your Business Need a Root Canal? 8 Feedback 11 INNOVATE 12 Question Best Practices To Maximize Reorders 14 Eye On Apparel Retail-Inspired Style 41 GROW 42 Editor’s Picks Connected Creations 50 Market To Market The Beverage Industry 58 Sales Four Types Of Objections That Derail Salespeople 69 THINK 70 Fast Forward ‘ Alexa, Order 10 Shirts For Saturday’ 74 Management Even Small Businesses Need An Employee Handbook 78 Profile Sharon Eyal, ETS Express 81 CONNECT 82 Close Up Christl Mahfouz, Ace Specialties, LLC 86 Day In The Life Kelli Denes, Raining Rose 88 People News 90 Inside PPAI 95 Datebook 97 Snapshots 99 New Members 104 The Creative Calendar 24 14 WHO DELIVER WORLD-CLASS CUSTOMER SERVICE These superheroes prove that customer service is not a department—it’s an attitude. 62 BEHIND THE BUYOUT What you need to know about mergers, acquisitions and how to position your company to reap the rewards. | NOVEMBER 2018 | 3