Retailers Forum Magazine November 2024

etailers 

VOL. 44 NO. 07 

NOVEMBER 2024 

Connecting Connecting Wholesalers and Retailers Retailers Since 1981 Since 1981

YOUR WHOLESALE PARTY HEADQUARTERS 

Gifts 

Toys 

PLUSH ANIMALS 

BALLOONS 

Mylar 

Balloons 

from 

39¢ 

Also 

Jumbo 

Number 

Mylars 

$1.39 

GREETING 

CARDS 

www.Harnelinc.com • 847-325-5231 

Want More Info? Circle #02 on page 11 • www.Vendor411.com 

Page 2 NOVEMBER 2024 | RETAILERS FORUM MAGAZINE

SCAN TO CHECK OUT THE 

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PRINTED 

INNER 

TAPING 

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WITH US 

WOVEN TAB ON 

CLOSURE 

DON’T BE FLAT... 

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EDITION 

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RACK 

TOPPER 

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FISHING 

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& 

CHOOSE 

YOUR 

RACK ITEMS 

MILITARY 

LADIES 

EASY TO ORDER 

1-800-228-3889 • 2240 OLD LAKE MARY RD, SANFORD, FL 32771 • SALES@CAPSMITH.COM 

All original artwork is the copyrighted work of Capsmith, INC. and is protected under the Copyright Act of 1976, 17 U.S.C. 101 et. seq., All Rights Reserved. Any unauthorized use or reproduction, including derivative works, will be prosecuted to the fullest extent of the law. 

Want More Info? Circle #13 on page 11 • www.Vendor411.com RETAILERS FORUM MAGAZINE | NOVEMBER 2024 Page 3

LARGEST FOOTWEAR BRANDS IN THE WORLD 

OVER 20 YEARS OF SERVICING THE MARKETPLACE 

NIKE - ADIDAS - PUMA - CONVERSE - REEBOK - JORDAN - VANS 

Check Out These New CLEARANCE Sale Items... 

VANS VAULT-UA OG Epoch LX 

$ 

30 

ASICS Sportstyle-EX89 

$ 

120 

CHUCK 70 Colorblocked 

In Stock $ 35.60 

PUMA-Slipstream Lo Retro 

$ 

36 

NEW BALANCE- 550 (TD) 

$ 

40 

PUMA-Suede VTG Teams 

$ 

44.50 

ADIDAS Originals 

Phormar I x Craig Green 

$ 

74.75 

PUMA 

Suede VTG 

$ 

26.70 

CONVERSE 

Chuck 70 Archive Reptile 

$ 

28.50 

PUMA 

Lqd Cell Extrol Helly 

$ 

35.70 

VANS 

UA OG Classic Slip-On LX x Porter 

$ 

29.70 

REEBOK 

Instapump Fury x Kung Fu Panda 

$ 

60.00 

www.SneakerClearance.net 


WHOLESALE 

Costume Club 

• Disposables 

• Atomizers 

H2 E-Cig Round 

Mouth Atomizer 

$1.85 

• Kits 

• E-Cig Ba teries 

5mL Bo tle 

Liquid E-Juice 

for E-Cig $1.30 

E-Case w/2 

Cigare tes + 1 USB 

Charger $10.50 

1 0’S IN STOCK 

All Occassions 

Fast Same Day Shipping 

Flat Rate Delivery 

E-Cig kit Includes 1 cig, 

10cartridges, Wa l, USB, 

Car Chargers $6.50 

• E-Liquids 

• E-Cig A ce sories 

Round Mouth E-Cig 

3.5ml Atomizer Set 

w/Coil Heads $3.83 

SHISHA Zero 

Nicotine Disposable 

E-Cig $3.45 

This is a Buying Guide for 

RETAIL STORE OWNERS 

Presented within the pages are the latest offerings from the 

country’s leading merchandise wholesalers. The advertisers 

herein sell strictly wholesale and require that you purchase with 

the intent of reselling through retail channels. 

Sell to over 60,000 

stores through Forum 

631/754-5000 

DRESS UP FOR 

PROFITS! 

COSTUMES ARE YEAR ‘ROUND MONEY MAKERS! 

Every Day’s A Treat! 

See our ad on page 28 

www.USACostumers.com 

Light Up WithoUt 

Lighting Up! 

LOGIC WHOLESALE 

see our ad on page 37 

Start. 

Electronic 

Cigarettes 

Full Service Wholesaler • We Ship Worldwide 

Grow. 

Repair. 

Our specialty is helping sma l and 

mid-sized busine ses achieve su ce s. 

Contact us for fr e consultation. 

1-800-433-7002 

info@ForumBA.com • www.ForumBA.com 

Always Be 

Fashionable 

FASHIONABLE 

SALES 

See our ad on Pg 63 

www.Lightecig.com 

We Dropship - Distributors WanteD • Scroll website to bottom - Click on WHoLESALE 

SMALL 

BUSINESS 

CONSULTING 

ForumBA.com 

Ad on Page 18 

INDEX 

ADVERTISERS INDEX 

AUGUST 2022 

BLING IT ON! 

HipWholesale.com 

See our ad on Page 27 

Does anybody 

read these? 

CALL 631-754-5000 and 

you’ll get a FREE 3-mo. 

subscription! 

Congratulations to 

FIND THE FINDS 

Northport, NY 

PLEASE PATRONIZE THE LEADING WHOLESALERS 

WHO ADVERTISE IN RETAILERS FORUM MAGAZINE 

THE TRUSTED BUYING SOURCE FOR RETAIL STORES! 

ADVERTISING 

FORUM AD RATES .......... 09 

APPAREL 

1 STOP WHOLESALE ........ 35 

BLANK TEES. ............... 28 

BOUTIQUE CLOSEOUTS. ..... 51 

CAPSMITH ............. 20-21 

CLOTHINGWARE ........... 71 

DD BULK ................... 60 

FASHIONABLE 

FASHIONABLE SALES. ....... 63 

WATCHES 

SNEAKY SAVINGS ON SNEAKERS 

SKMEI 1463 Fashion Women 

Watches W/ Leather Strap 

$14.99 

FLIRTY WHOLESALE ........ 24 

KARMA CIRCLE. ............ 03 

SCARF WAREHOUSE ........ 84 

For Men & Women 

See Our Ad On PAge 59 

SKMEI 1258 Digital Sport Watch 

For Men W/ 50m Waterproof 

SKMEI 9178 

Creativity Sku l 

Quartz Watch 

For Men 

$16.99 

SKMEI 1704 Elegant Girl Clock 

W/ Japan Quartz Movement 

$18.99 

$13.99 

STYLISH PLUS .............. 45 

T SHIRT REP ................ 88 

UIN DEALS ................. 61 

LINKS 

SKMEI 123 Fashion 

Casual Sport Watch 

W/ Stainle s Steel Strap 

Liebig L1013 Japan Quartz 

Movement Golden Watch 

$13.99 

$15.99 

UNIVERSE WHOLESALE. ..... 47 

USACOSTUMERS.COM ...... 28 

ASSORTED ITEMS 

AUCTION FINDER ........... 34 

BEAN WHOLESALERS ....... 24 

DINO DROPSHIP . . . . . . . . . . . . 57 

DOBA DROPSHIP ........... 15 

EVERYTHING CLOSEOUTS ... 70 

EZ DROPSHIP. .............. 68 

FIND IT ASIA. ............... 86 

LIEBIG L2004 Quartz Watches 

For Men 

$17.99 

SKMEI 1419 Simple Style 

Women Quartz Watches 

$12.99 

MEGA UBID ................ 74 

RAMSONS IMPORTS ........ 13 

SWEET WHOLESALERS ...... 55 

TOP TEN WHOLESALE ....... 83 

BOOKS 

AUCTION BOOK ............ 80 

BUYERS CONTACTS ......... 79 

CLOSEOUT DIRECTORY ..... 89 

HIDDEN WEALTH ........... 82 

TRADE PUBLICATIONS ...90-96 

CANDY 

SWEET WHOLESALERS ...... 55 

CELLULAR 

CELLCITY.BIZ .............. 29 

SKMEI 1676 Simple Watches 

For Men IP68 W/ Leather Strap 

WHOLE-CELL .............. 73 

$15.99 

SKMEI 1690 

Quartz Watches For Womens 

W/ Rhinestone Decoration 

$16.99 

COMPUTERS 

REFURB SHOPS ............. 32 

CONSUMER ELECT. 

SKMEI 1722 Ladies 

Quartz Analog Silicone 

Wrist Watch 

FIND IT CHINA .............. 65 

$15.99 

FAST SHIPPING - 100% GUARANTEED AND WARANTEED - FAST SHIPPING 

ALL CREDIT CARDS ACCEPTED - WE SHIP WORLDWIDE - WHOLESALERS WELCOME 

CREDIT CARD 

PROCESSING 

EXP MERCHANT ............ 81 

SKMEI 1703 Fashion Flower Shape 

Dial Ladies Quartz Clock 

W/ 30m Waterproof 

$17.99 

www.TimeWholesalers.com 

We make it easy to find products and suppliers 

without having to flip through entire magazine 

1. Check the INDEX on Pages 6 & 7. 

2. Find the Product Category and View the Various Companies. 

3. CLICK on the Company you’re interested in and their Ad Page 

will Open Immediately. 

Found an ad that Interests you and want to know more? 

1. CLICK on the website in the ad and you will open the 

company’s website. 

2. CLICK on an email in the ad and you can send a message 

ALL WEBSITES AND EMAILS IN EVERY AD ARE LIVE LINKS. 

JUST CLICK ON THEM! 

RESPONDER 

CLICK ON BANNERS 

IN SELECT ADS 


TO GET FREE CATALOGS/PRICING 

Many companies are enrolled in our Reader Response 

Program (Page 11). You can contact multiple 

companies with 1-CLICK! 

1. Find the Reader Response Banner in an Ad. 

2. CLICK on the banner and it will open up an Inquiry Form. 

3. Select Companies you want FREE CATALOGS and Info from. 

4. You can also access this FREE Program on Page 11 

or www.Vendor411.com directly. 

FORUM PUBLISHING COMPANY 

CONTACT US: 

TEL: 1-800-635-7654 

383 East Main Street, Centerport, NY 11721 

FAX: 631-754-0630 

www.RetailersForum.com 

RETAILERS FORUM MAGAZINE Email: ForumPublishing@gmail.com 

| NOVEMBER 2024 Page 5

Sell to over 60,000 

stores through Forum 

631/754-5000 

DRESS UP FOR 

PROFITS! 

Every Day’s A Treat! 

COSTUMES ARE YEAR ‘ROUND MONEY MAKERS! 

WHOLESALE 

Costume Club 

www.USACostumers 

See our USACostumers.com 

ad on page 22 

Light Up Without 

Lighting Up! 

Full Service Wholesaler • We Ship Worldwide 

LOGIC • WHOLESALE 

Kits 

• E-Liquids 

• Disposables 

• Atomizers 

see our ad on page 19 

H2 E-Cig Round 

Mouth Atomizer 

$1.85 

5mL Bottle 

E- Liquid E-Juice 

for E-Cig $1.30 

E-Case w/2 

Cigarettes + 1 USB 

Charger $10.50 

E-Cig kit Includes 1 cig, 

10cartridges, Wall, USB, 

Car Chargers $6.50 

BLING IT ON! 

HipWholesale.com 


SMALL 

BUSINESS 

CONSULTING 

ForumBA.com 

Ad on Page 46 

100’S IN STOCK 

All Occassions 

Fast Same Day Shipping 

Flat Rate Delivery 

Electronic 

Cigarettes 

• E-Cig Batteries 

Round Mouth E-Cig 

3.5ml Atomizer Set 

w/Coil Heads $3.83 

• E-Cig Accessories 

TIME MAKES MONEY 

TIME 

WHOLESALERS 

SHISHA Zero 

Nicotine Disposable 

E-Cig $3.45 

www.Lightecig.com 

see our ad on Page 39 

We Dropship - Distributors WanteD • Scroll website to bottom - Click on WHoLESALE 

SNEAKY SAVINGS ON SNEAKERS 

See Our Ad on Pg 04 

Does anybody 

read these? 

CALL 631-754-5000 and 

you’ll get a FREE 3-mo. 

subscription! 

Congratulations to 

PERI ON ARK 

LI, NY 

ADVERTISERS 

INDEX 


PLEASE PATRONIZE THE LEADING WHOLESALERS 

WHO ADVERTISE IN 

RETAILERS FORUM MAGAZINE 

THE TRUSTED BUYING SOURCE FOR RETAIL STORES! 

ADVERTISING 

FORUM AD RATES .......... 09 

APPAREL 

1 STOP WHOLESALE. ........ 29 

BLANK TEES. ............... 70 

BOUTIQUE CLOSEOUTS ...... 57 

CAPSMITH. ................. 03 

CLOTHINGWARE ............ 23 

DD BULK ................... 64 

FASHIONABLE SALES. ....... 51 

FLIRTY WHOLESALE ......... 42 

HEAVENLY SUITS ............ 18 

SCARF WAREHOUSE. ........ 73 

SCOPE LOGISTICS. .......... 20 

STYLE IN FASHION .......... 18 

STYLISH PLUS .............. 41 

T SHIRT REP ................ 77 

UIN DEALS ................. 67 

USACOSTUMERS.COM ....... 22 

ASSORTED ITEMS 

AUCTION FINDER. ........... 34 

BEAN WHOLESALERS ....... 32 

CLOSEOUTS FOR SALE ...... 61 

DINO DROPSHIP. ............ 78 

DOBA DROPSHIP ............ 49 

EVERYTHING CLOSEOUTS. ... 58 

EZ DROPSHIP ............... 30 

FIND IT ASIA ................ 81 

HARNEL INC. ............... 02 

HEAVENLY WHOLESALE. ..... 40 

MEGA UBID ................. 56 

RAMSONS IMPORTS ......... 13 

RUSH SUPPLIERS ........... 26 

TOP TEN WHOLESALE ....... 79 

BOOKS 

AUCTION BOOK ............. 80 

BUYERS CONTACTS ......... 85 

CLOSEOUT DIRECTORY ...... 84 

HIDDEN WEALTH ............ 82 

TRADE PUBLICATIONS ..... 86-92 

CELLULAR 

CELLCITY.BIZ ............... 59 

WHOLE-CELL ............... 47 

COMPUTERS 

REFURB SHOPS. ............ 62 

CONSUMER ELECT. 

FIND IT CHINA. .............. 35 

CREDIT CARD 

PROCESSING 

EXP MERCHANT. ............... 33

#1 

BUYING GUIDE 

FOR RETAIL STORES! 

DISPLAY/SUPPLIES 

& SERVICES 

AVVO ADVISORS ............ 24 

CC WAREHOUSE ............ 27 

E-STORE BUILDERS ......... 38 

E STORE SIGNS ... BACK COVER 

E-STORE SITES ............. 20 

FB CAMPAIGNS ............. 46 

FORUM ADVISORS. .......... 60 

KWIK INC. .................. 76 

PAYROLL HELPER ........... 74 

PROTECTION PLANS. ........ 68 

RETAILERS BANK ........... 26 

SALES GROUP BAGS ........ 54 

SETON SIGNAGE ............ 83 

WHOLESALESOURCES.COM .... 

INSIDE BACK COVER 

DROPSHIPPERS 

DINO DROPSHIP. ............ 78 

DOBA DROPSHIP ............ 49 

EZ DROPSHIP ............... 30 

E-CIGARETTES & 

SMOKE SHOP ITEMS 

3’x5’Embroidered Flags $14.00 Each 

LIGHT E CIG ................ 65 

View our 148 page Catalog online ! 

www.RIOhio.com 

LOGIC WHOLESALE ......... 19 

Hat Pins $6.00 dz 

Garden Flags 

$48.00 dz 

Metal Signs 

$5.50 Each 

Belt Buckles 

$36.00 dz 

$9.00 dz 

Playing Cards 

$18.00 dz 

$24.00 dz 

$18.00 dz 

USA VAPE DEALS ........... 55 

FOOTWEAR 

5” Patches $36.00 dz 

$39.00 dz 

Tri-Fold 

SNEAKER $36.00 dz CLEARANCE $5.00 Each ...... 04 

HANDBAGS 

Garden Flags 

48.00 dz 

$18.00 dz 

Leather Wallets $5.50 each 

$21.00 dz 

$36.00 ut 72 pcs 

Magnets 3”x8” $18.00 dz 

BAG CLOSEOUTS ........... 21 

BAG VENDORS. ............. 24 

12”x18” Metal Signs 

$5.50 Each 

HOME & HOUSEWARE 

DAKOTA STEEL ART .......16/17 

Belt Buckles 

$42.00 dz 

MERCHANDISE REP ......... 58 

Patches $18.00 dz 

3’x5’Embroidered Flags 

$21.00 dz 

RUG PROFITS. $14.00 Each .............. 69 

JEWELRY/ACCESSORIES 

BLING WHOLESALER .............75 

BODY CANDY HQ .................71 

BUND JEWELRY. .................53 

HIP WHOLESALE .................25 

JEWEL CLEARANCE ..............22 

JEWELRY MINERS ................69 

SHAKE WHOLESALE. .............52 

UNIVERSE WHOLESALE ...........43 

NOVELTIES 

CARTOON CONCEPTS ....... 66 

COOL GLOWING. ............ 45 

NOVELTY SELLER ........... 31 

WindSocks 

$48.00 dz 

Min.Order 

$150.00 

Metal Sign 

$4.75 each 

$7.00 Each 

Belt Buckles 

$36.00 dz 

$4.50 Each 

3pc Magnet 

$5.25 Each 

8” x 12” Parking Sign $18.00 dz 

$15.00 dz 

$42.00 dz 

$15.50 Each 

8” x 12” Metal Signs 

$39.00 dz 

Metal Plates 

$27.00 dz 

SPECIAL 

$48.00 dz 

FEATURES 

$30.00 dz 

PPE SUPPLIES 

PPE STOCKROOM ........... 36 

R/C & TOYS 

RC VARIETY ................ 37 

SOARING RC. ............... 50 

FORUM WORKSHOP ......... 28 

12” Metal Signs 

$5.00 Each 

$4.00 each 

READER RESPONSE ......... 11 

Leather Bracelet $18.00 dz 

RETAILING NEWS. ........... 14 

WHAT’S HOT ................ 12 

SPORTING GOODS 

12”x18” Metal Sign $5.25 each 

$36.00 ut/72pcs 

$15.00 dz 

Stylish & Fashionable 

36 pcBiker Ring 

$24.00 dz 

Best Friend Necklace 

RAMSON’S 

$39.00 unit 

$24.00 dz/sets 

1ut/5 dz Mood Rings $33.00 unit 

OHIO KNIFE. .................15 

TRADE SHOWS 

THE MARKET CENTER ........18 

WATCHES & CLOCKS 

TIME WHOLESALERS ........ 39 

WATCH DEALERS ........... 72 

WEDDING ITEMS 

SMARTEST BARGAIN ........ 48 

WELCOME NEW READERS! 

Advertise in 

Metal Sign 

12”X18” $5.75 Each 

See Page 9 

BUSINESS BOOKS 

www.BizBooks.org 

STYLE IN FASHION 

Fashions 

from Around 

the World 

$6.00 dz Hat Pins Also 

See our Ad on Page 18 

sold by the 

Gigantic dozen! Selection 

of Variety Goods 

See our Ad on Page 13 

DROPSHIP TO PROFITS! 

Tri- Color Necklace $18.00 dz 

1000’s of Items 


WHOLESALERS: 

Increase Your Sales 

By Advertising Here! 

631-754-5000 

WIND SPINNERS 

Sells Like 

A Breeze! 

DAKOTA STEEL 

See Our Ad on Pgs. 16/17 

VISIT FORUM ON 

THE INTERNET 

View our latest books at 

www.bizbooks.org 

WE HAVE BUYERS 

Databases for ALL Industries 

www.BuyersContacts.com

ADVERTISING INFORMATION 

www.retailersforum.com 

VOL 28 NO. 2 

JUNE 2008 

MARKETING TIPS! 

MERCHANDISE SOURCES 

RETAILING TIPS 

SELL LIKE AN 

EGYPTIAN! 

Reach Active Buyers with our Print Readership 

Plus over 265,000+ Page Views Monthly Online 

✔ Apparel and Accessory Stores 

✔ Card and Gift Stores 

✔ Discount and Dollar Stores 

✔ Distributors and Jobbers 

✔ General Merchandise Stores 

✔ Internet On Line Stores 

✔ Mail Order Catalog Sales 

✔ Novelty and Toy Stores 

✔ On Line Stores 

✔ Resort and Souvenir Stores 

✔ Sporting Goods Stores 

✔ Variety Merchandise Stores 

✔ Wholesalers 

ESTABLISHED IN 1981 as a buying source for store 

owners and wholesalers, Retailers Forum offers advertisers 

a large national circulation to showcase their products 

and services. Many of our readers are located in rural 

areas where access to merchandise is difficult, making our 

magazine indispensable to their buyers. 

Through our unique direct mail and trade show 

circulation we constantly rotate our mailing lists, adding 

new stores monthly enabling us to deliver new, fresh 

buyers each and every month you advertise with us. 

In addition to your print ad, your company will be 

featured in our digital on line monthly version at 

www.RFmagazine.com. Our online magazine produces 

over 265,000+ page views monthly for our advertisers, 

which is in addition to our print and mail distribution. 

Your online ad will link to your website and email 

address and we provide unlimited transfers from our 

readers into your website 24/7. 


383 East Main Street, Centerport, NY 11721 


CONTACT US: 

TEL: 1-800-635-7654 

FAX: 631-754-0630 

Email: ForumPublishing@gmail.com 


etailers 

ADVERTISING RATES 

AD SIZE 1 ISSUE 3 ISSUES 6 ISSUES 12 ISSUES 

1⁄8 Page $400 $300 $275 $250 

¼ Page $525 $425 $400 $350 

½ Page $625 $525 $500 $450 

Full Page $850 $750 $700 $650 

2 Pages $1,350 $1,250 $1,150 $1,050 

Prices shown per month, above rates include full color printing 

ADVERTISING SPECS 

1⁄8 Page: 2¼" high x 3¼" wide 

¼ Page: 4‚" high x 3¼" wide 

½ Page: 

Full Page: 

Email or provide CD of ad in exact dimensions as JPG, TIF or preferred 

PDF format in CMYK color, 300 dpi resolution only 

✔ Monthly print and mail magazine 

✔ Online magazine and search marketing 

✔ Distribution at top trade shows 

4‚" high x 7" wide or 

9½" high x 3¼" wide 

9½" high x 7" wide 

FULL MARKETING PROGRAM INCLUDED >> 

Printed Magazine 

• Your ad is featured in our 

printed magazine circulated to 

buyers across the USA. Includes 

distribution at industry’s top trade 

shows. 

Complete Digital Magazine 

• Your ad runs on-line at 

www.RFmagazine.com 

• Over 265,000+ monthly 

page views 

• Active link to your website 

Phone APP 

• Your company included in our free 

iPhone and Android APP. Imagine 

YOUR company right 

on the buyers phones! 

Reader Response 

• Generates leads from buyers interested 

in your products through a 

code placed in 

your ad and on-line at 

www.vendor411.com. Free for 

all half and full-page ads. 

Search Marketing 

• Your company included in the 

industry’s leading search engine: 

www.supplier411.com 

• Saturation marketing coverage on 

our new wholesale portal: www. 

wholesalesources.com 

TOP INDUSTRY TRADE SHOWS 2024 

JANUARY 

Atlanta Gift Fair 

Los Angeles Market Week 

Philadelphia Gift & Variety Show 

Seattle Gift Show 

The Merchandise Center, IL 

FEBRUARY 

ASD Marketplace Las Vegas Show 

Louisville Gift Show 

Magic Sourcing Show 

New York Toy Fair 

Off Price Specialist Show 

Rocky Mountain Gift Show 

MARCH 

Atlanta Spring Gift Show 

California Marketplace 

Dallas Apparel & Accessories Show 

Greensboro Gift & Jewelry Show 


APRIL 

Hawaii Merchandise Expo 


MAY 

Las Vegas Licensing Show 

New Orleans Gift & Jewelry Show 

Northern Michigan Gift & Souvenir Show 

Off Price Show NY TBD 


JUNE 

Dallas Gift & Variety Show 


LA Fashion Market 

JULY 

Atlanta Gift & Home Furnishings 

California Marketplace 

Philadelphia Gift & Variety Show 


AUGUST 

ASD Market Week 

Biloxi Wholesale Show 

Louisville Gift Show 

Off Price Specialist Show 


Rocky Mountain Gift Show TBD 

St. Louis Gift Show 

SEPTEMBER 

Asia America Wholesale Show 

Dallas Home & Gift Show 

Greensboro Gfit & Jewelry Show 

Hawaii Gift Show 

Norton’s Gift & Variety Show 

Philadelphia Candy & Gift Show 


OCTOBER 

Dallas Apparel & Accessories Show 

Las Vegas Souvenir & Gift Show 


NOVEMBER 

Gatlinburg Gift Show 

Hawaii Merchandise Expo 


Smoky Mountain Variety 

DECEMBER 

Grand Strand Gift & Variety Show 



Our Large Holiday Issue Hits The Mails Before Thanksgiving to 

Maximize Advertisers Results! 

We provide physical magazines at shows or email free 

digital magazine to attendees using Attendee database lists. 

* Show schedules are subject to change without notice.

From the 

PUBLISHER 

THANKFUL FOR EVERYTHING 

AT THIS SPECIAL TIME 

WHAT a great holiday that all Americans 

share together – Thanksgiving! There are 

not many countries that actually make a 

holiday dedicated to just giving thanks 

and being grateful. It is a wonderful thing 

that all of us embrace and honor this great 

tradition. So, in honor of the holiday let 

me extend my sincere thanks to all of our 

readers and advertisers who have supported 

our magazines and help us continue to 

grow since we started back in 1981. This is 

a great time to step back and see all of the 

things we can all be grateful for. 

RETAILERS are the most thankful for this 

time of year when everyone heads into full 

speed for the holiday season. Many of us 

had been seeing slower sales for a good 

part of the year and if your business is not 

seasonal, you saw even slower activity over 

the summer months. For some reason, 

once we get past Halloween the weeks just 

fly by as we begin the busiest time of the 

year for our businesses. 

AS entrepreneurs it is in our nature to 

look forward and forecast as best we can 

what the new year will bring. It is wise 

for each of us to make plans to help our 

businesses grow and prosper. We should 

all be thankful that we live in a society that 

allows free enterprise. Our colleagues, in 

this industry more than others, are from 

very diverse backgrounds and ethnicities. 

All enjoying the same freedoms, it is both 

>> ON-LINE SOURCING 

rewarding and gratifying to work alongside 

such a fine group of dedicated and hard 

working people. 

WHERE are we heading? That is a great 

question since we just had an election 

(we print before election day, so have no 

idea of the results!) Depending on who 

won the Presidential election there will be 

great impact on your businesses. One side 

offers lowered taxes, the other higher taxes. 

As a businessperson you can tell which 

one I like better. Regardless, we have to 

be prepared with our business plans. Our 

future is based on consumerism and a 

good economy. We need new businesses 

to open, new products to hit the markets at 

reasonable prices and shoppers to visit our 

stores and websites. 

WE’VE dug the trenches for these last 

two months of the holiday sales season 

and now is the time to maximize your sales 

potential. Shoppers are out with money in 

hand and our job is to entice them to spend 

with us. Make sure you keep your inventory 

current and diversified. Stock wisely and 

clear out old merchandise to keep goods 

turning and cash flow doing just that – 

flowing! 

WHOLESALERS need to step up their 

game as well. Ship quickly and discount 

stale inventory to free up funds for 

replacing with new goods. The countdown 

has begun. It’s time for the holidays! 

The entire issue of 

Retailers Forum Magazine 

is posted on-line at 


Includes: Website Links * 

E-Mail Links * Printable PDF’s 

ACCESS OUR MAGAZINE 

FROM ANYWHERE 24/7 

RETAILERS 

FORUM 

SALES & MARKETING 

Gregory Brown 

Tom Richards 

Scott Savitt 

Martin Stevens 

OFFICE MANAGER 

Leah C. 

PRODUCTION 

Lisa Maresca-Smith 

CREDIT DEPARTMENT 

Kristine Hines 

CIRCULATION 

Discount Reading Svc. 

LITERARY STAFF 

Patricia Luebke 

Jason Meyers 

Rachel Spearman 

COLOR PRODUCTION 

Anchor Imaging 

PRINTING 

Composing Room 

ART DIRECTION 

Gregory Stevens 

Martin Stevens 

OVERSEAS OFFICE 

Trade Channel 

N.W. Guineastr 30 

2022 PA Haarlem 

Netherlands 

+31-23-531-90-22 

Published Monthly by: 

Forum Publishing Co. 

383 East Main Street 

Centerport, NY 11721 

Tel: 631/754-5000 

Fax: 631/754-0630 

forumpublishing@gmail.com 

www.retailersforum.com 

43 Years 

1981-2024 

RETAILERS FORUM is published monthly at $75/year USA, 

$125/year foreign. 

Entire contents copyright ©2024 by Forum Publishing. 

Publisher assumes no responsibility for contents herein. 

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mail paid at NY, Brookfield, WI and Hooksett, NH under 

private mail indicia via publication mailing.

etailers 

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Receive FREE Information on Products & Services in this Issue 

➥ 

APPAREL 

❑ All Advertisers in APPAREL 

❑ 13. Capsmith 

❑ 14. Style In Fashion 

BUSINESS SERVICES 

❑ All Advertisers in BUSINESS SERVICES 

❑ 24. Forum Business Advisors 

COLLECTIBLES 

❑ All Advertisers in COLLECTIBLES 

❑ 03. Patter’s Collectibles 

CREDIT CARD PROCESSING 

❑ All Advertisers in CREDIT CARD PROCESSING 

❑ 68. EXP Merchant 

ELECTRONICS 

❑ All Advertisers in ELECTRONICS 

❑ 08. Surplus Giant 

GENERAL & VARIETY 

❑ All Advertisers in GENERAL & VARIETY 

❑ 02. Harnel Inc. Party Goods 

❑ 07. Ramsons 

❑ 06. Stain Imaging 

Look For Reader Response Banner in Our ADS! 


ADVERTISER INDEX 

HEALTH & BEAUTY 

❑ All Advertisers in HEALTH & BEAUTY 

❑ 11. De Soap Fragrances 

HOME & HOUSE 

❑ All Advertisers in HOME & HOUSE 

❑ 23. Dakota Steel Art 

❑ 21. Sanders Collection 

JEWELRY & ACCESSORIES 

❑ All Advertisers in JEWELRY & ACCESSORIES 

❑ 09. Puka Creations 

❑ 16. Tropical Traders 

NOVELTIES/TOYS 

❑ All Advertisers in NOVELTIES & TOYS 

❑ 10. Novelty Toys 

PET PRODUCTS 

❑ All Advertisers in PET PRODUCTS 

❑ 15. Closeout Pet 

SELF DEFENSE ITEMS 

❑ All Advertisers in SELF DEFENSE ITEMS 

❑ 12. 

Bestex 

SPORTING GOODS 

❑ All Advertisers in SPORTING GOODS 

❑ 04. Ohio Knife 

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➥

OVER 25+ STYLES AVAILABLE 

RACK 

COLLECTORS 

EDITION 

OVERSIZED 

WHAT’S HOT 

GIT BENT 

RACK 

TOPPER 

For more information, contact: 

www.Capsmith.com 

Tel: WESTERN 1-800-228-3889 

MILITARY 

EASY TO ORDER 


www.ScarfWarehouse.com 

5235_RETAILER_FORUM_WITH RACK.indd 1 


www.Forum123.com 

Tel: 1-631-754-5000 

Page 12 NOVEMBER 2024 | RETAILERS FORUM MAGAZINE 

DON’T GET BENT! 

CAPSMITH of Sanford, Florida, is one of the most prolifi c apparel sellers that we 

FISHING 

have ever seen in our industry. For many years the company has been on the pulse 

of what is hot and what sells quickly. 

THEIR PICK newest line of XTREME BENT caps is a revolutionary new 

concept for caps & and the company tells us they are fl ying off the shelves. 

CHOOSE 

Your shoppers will line up for these great caps which are now available 

in over 25 styles YOUR including fishing, military, western and ladies. 

RACK ITEMS 

THESE new caps feature a special style that keeps the “bill” in perfect 

shape for the caps. The company offers a special collectors edition rack 

LADIES topper so you can display these items beautifully at your store. 

CONTACT Capsmith today and get in on the ground fl oor of this 

unique product. Also, remember to visit their website and see all of the 

great merchandise to stock up in time for holidays. 

CHILLY SALES WITH SCARVES 

WINTER is coming and there is no faster selling apparel item than SCARVES, 

1-800-228-3889 • 2240 OLD LAKE MARY RD, SANFORD, FL 32771 • SALES@CAPSMITH.COM 

All original artwork is the copyrighted work of Capsmith, INC. and is protected under the Copyright Act of 1976, 17 U.S.C. 101 et. seq., All Rights Reserved. Any unauthorized use or reproduction, including derivative works, will be prosecuted to the fullest extent of the law. 

and no better place to buy them wholesale then Scarf Warehouse. The company 

10/8/24 1:20 PM 

specializes in shawls, scarves and makes special pre-packages for retailers and 

online sellers so that they can be confident that all of their purchases will sell, 

and sell quickly. 

WITH pricing as low as 3.83 for shawls and 3.09 for scarves you will really 

clean up with these items. With the weather getting colder, scarves and shawls 

are always quick sellers and when you have the best selection in the industry 

available at your fingertips your store will be quite profitable. 

A great item for holiday sales is the proverbial scarf! When in doubt for a 

gift… your shoppers will think Scarf. 

THIS month’s special is one dozen assorted soft circle pashmina scarves for 

just $47.00 for the lot! 

BUY BELOW WHOLESALE 

NOW more than ever it is important to buy products at the sharpest possible 

prices so you can make more margins when you resell at your store or online 

site. With the costs of goods increasing so rapidly it is harder than ever to 

follow the double mark-up rule that was the gold standard or retailing. We 

have had to become much more competitive to make sales and part of that 

is not being able to get the mark-ups we need. 

THAT was until now! Forum Publishing has released the new 

CLOSEOUT DIRECTORY and Coursebook that lists (by merchandise 

category), companies that specialize in closeout priced goods. These are 

products that can be overstock, overruns, discontinued goods, store 

returns and product changes. 

CLOSEOUT merchandise can be bought 25-75% off regular wholesale 

prices and will improve your bottom line by mixing these goods into your 

lines. The Closeout Directory is just $29.95 in print or PDF versions.


RETAILING NEWS 

Authentic Brands Completes Acquisition of Champion 

AUTHENTIC, the parent company of brands such as Billabong, Hunter and Nautica, has finalized its 

acquisition of athletic wear brand Champion. The company has acquired the business from Hanes Brands 

for $1.2 billion. The move marks the second-largest brand acquisition in Authentic’s history. Champion 

generates nearly $3 billion in global retail sales annually and is set to expand under the new ownership. 

CHAMPION’S long-term US collegiate apparel business will be carried forward under a new license 

granted to GearCo following the acquisition, which will be managed and operated by Ames Watson with 

Fanatics as an investor. Meanwhile, AMG Companies, a long-standing partner of Authentic, will manage 

Champion’s core business in the US and Canada through its affiliates. 

JAMIE Salter, founder, chairman and chief executive of Authentic, said: “This acquisition marks a significant 

milestone, not just for Champion, but for Authentic as well. “With the strong backing of our partners at 

GearCo, BBC and AMG Companies, we’re in a prime position to accelerate Champion’s growth globally. 

“Together, we’ll honor its rich heritage while driving innovation and expanding its reach to new markets and 

consumers. We look forward to shaping the future of this iconic brand.” 

CHAMPION is available in more than 90 countries with nearly half of its business coming from international 

customers. To build on this, Authentic will be announcing additional brand partnerships across new categories 

and territories, including Europe, Asia, and Australia in the coming months. 

NICK Woodhouse, president and chief brand officer of Authentic, said: “We are proud to welcome 

Champion to the Authentic family and tap into the brand’s unstoppable spirit. “With a bold plan for the 

future, we’re ready to build on that legacy alongside our incredible partners, driving the brand forward and 

continuing to inspire athletes and active lifestyles for years to come.” 

IN Central and South America, Falic Group will lead as Champion’s primary partner for apparel and 

accessories, while IB Group will continue its omnichannel strategy to solidify the brand’s position in the 

Mexican market. 

Walmart Attracting More Affluent Grocery Shoppers 

THE number of affluent customers shopping Walmart online for groceries continues to grow. In fact, those 

making more than $200,000 a year played a vital role in driving the Bentonville, Ark.-based retailer’s strong 

growth through the first half of 2024, according to the latest edition of Profiling the Online Shopper: eGrocery 

Purchase Patterns in the U.S. by Brick Meets Click sponsored by Mercatus. 

THE report looks at shoppers of four different types of stores—supermarkets, Walmart, Target, and hard 

discount—and analyzes how household penetration, spending, and order frequency for online grocery 

have shifted year over year. Walmart’s core online customer continues to be lower-income households, 

where the retailer holds an edge over competitors. Those households making less than $50,000 annually 

accounted for 41% of Walmart’s average monthly active users (aMAU) versus 36% for hard discount, 30% for 

supermarkets, and 28% for Target. 

AFFLUENT Walmart online shoppers expanded to 8%, growing almost five times faster than the 4% yearover-year 

growth for its overall aMAU base. Supermarkets, hard discount, and Target all posted a decline in 

sales with this group. About one-in-six monthly average Walmart shoppers also bought groceries online from 

a supermarket format within the same month during the first half of 2024, slipping 28 basis points year over 

year. The dip was driven by less cross-shopping among Walmart’s least and most affluent households, stated 

the report. 

For Late-Breaking Industry News Visit: www.RetailersForum.com 

If It Affects Retailing We Report On It! 


OHIO 

KNIFE 

wholesale distributor 

909 EAST WAYNE STREET, SUITE 119 • CELINA, OH 45822 

Visit Our Website: 

www.OhioKnifeSales.com 

Apply for Dealership Online 

PHONE: 419.549.8200 

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FREE Shipping on your First Order of $ 100.00 or More When You Mention This AD! 

CALL FOR SPECIAL PRICING DEALS! 

WE are a full line distributor for all the many brands we carry. 

We also have a full complement of Cold Steel Blowguns and Accessories. 

OHIO KNIFE-Auto 

Button Imitation Bone 

SPECIAL 

Item#: A238BO 

$ 

6.99 

OHIO KNIFE-Italian Style 9” 

Stiletto Ivory SPECIAL 

Item#: IS10IV 

$ 

9.97 

OHIO KNIFE- 

Automatic Schrade 

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$ 

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OHIO KNIFE-Folding 

Hunter Auto Black G10 

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Cold Steel- 

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$ 

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SCHRADE -Imperial IMP16S Stoc 

Item #: SCIMP16S 

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SCHRADE Old Timer Splinter Car • Item #: SC24OT 

$ 

16.26 

Smith & Wesson 

S&W M325 Revolver Knife 

Item #: SW1168583 

$ 

22.31 

SCHRADE 

Old Timer 94OT 

Item #: SC94OT 


Cold Steel- 

Long Range 

Bamboo 

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CSB6255BB 

$ 

9.99 

STEAMBOW Steambow AR-6 

Stinger II Comp. Item #: SB0414 


HOT NEW ITEM! 

KABAR Becker 

Black Harpoon 

Item#: 

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$ 

83.57 

Smith & Wesson 

S & W SW911B-1st Re 

Item #: SW911B 

$ 

41.90 

KABAR KA-BAR 1258 Short Black • Item #: KB1258 

$ 

57.51 

KABAR TDI Investigator 

Item#: KB1493 

$ 

32.75 

Rite Edge Money Clip-2.5 in. Black WITH 

Item#: SZ210649 


KABAR KA-BAR 1217 Full Size USMC K • Item #: KB1217 

$ 

77.08 

STEAMBOW Steambow AR-6 Stinger II Tacti 

Item #: SB0376 SPECIAL $ 164.50 

SOG SOG SOGFARI-10” Tanto Machet-Item #: MC04-N 


KABAR Field Kit Spork/knife 

Item#: KB9909MIL 

$ 

16.15 

SOG SOG-Poweraccess-Black 

Item#: PA1002-CP 


Warehouse Full • Order by 2:00pm Eastern time • Ships Same Day! 

PRICES SUBJECT TO CHANGE WITHOUT NOTICE 

RETAILERS FORUM MAGAZINE | NOVEMBER 2024 Page 15 

Want More Info? Circle #04 on page 11 • www.Vendor411.com




RETAILERS FORUM MAGAZINE | NOVEMBER 2024 Page 17

www.HeavenlySuits.com 

FULL COLLECTION OF DESIGNER TOP QUALITY 

CHURCH SUITS FOR WOMEN AND MEN 

Donna Vinci 1 Pc. Dress Set 

11691 Black/Purple 

Regular Price: $249.00 

Your Price $99.00 

Donna Vinci 2 Pc. 

Jacket & Skirt Set 

5658-N • Black/Print 

Special Price $179.00 

Skirt Suits • Dresses • Hats • Jackets • Mens & Boys Suits 

All Sizes in Stock - 4 Through 34W 

www.HeavenlySuits.com 

STYLE IN FASHION INC. 

WEST-SIDE DESIGNS 

We Carry Winter 

Sweaters & Jackets 

at Moderate 

Prices 

MANY STYLES AVAILABLE IN 

DASHIKI PRINT 

for Men & Women 

Imported from 

Thailand & India 

Tie-Dye, Hawaiian Print, 

Solid Acid Wash, Printed Dresses, 

Baby Doll Dresses, Blouses, 

Skirt Sets, Pant Sets, Skirts, Sundresses, 

Umbrella Dresses in Rayon & Cotton 

Fabric. We also carry Magic Wrap, 

Sarongs, Handkerchief Dresses, Pancho 

Tops - all in Regular and Plus Size. 

We also carry 

Belly Dance & Zumba 

outfits in lots of different styles. 

321 Olympic Blvd. Los Angeles, CA 90015 

Tel: (213) 624-9728 

Fax: (213) 624-2115 

email: Andy@StyleInFashion.com 

View Our Catalog Online or Call for Catalog 

SAMPLE 

PACKAGE 

$300 

Quantity 

Discounts 

Available 

www.StyleinFashion.com 


CHICAGO 

DECEMBER 

MARKET 

December 9 th 

December 10 th 

Get name brand and extreme value merchandise at far below wholesale prices. 

From housewares to hardware and everything in between, stop paying full wholesale. 

Register for our December October Market, October December 28th 9th-10th -29th 

• Name brands & extreme value merchandise 

• America’s largest permanent collection of closeout specialists 

• Practically the entire closeout industry under one roof 

REGISTER AT 

www.tmcexpo.com 

TMC The Merchandise Center, 9555 Foster Avenue, Suite 600, Schiller Park Illinois 60176 ©Copyright 2024 

Page 18 

NOVEMBER 2024 | RETAILERS FORUM MAGAZINE

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TRADITIONAL TOBACCO - LIQUA E-LIQUID - 30ML/70ML 

WATERMELON E-LIQUID BY JOYETECH - 30ML 

MAX BLUEBERRY - ARAMAX E-LIQUID - 30ML 

Shop the Traditional Tobacco E-liquid By 

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CHECK OUR WEBSITE FOR WEEKLY DEALS AND SPECIALS • NEW WHOLESALE ACCOUNTS WELCOME - APPLY ONLINE 

www.LogicWholesale.com 


LIQUIDATION CLEARANCE SALE 

YOUTH 

PULLOVER 

HOODIE 

SWEATSHIRTS 

$ 

1.39 

196 Pc. Minimum 

Slight irregulars, 

Assorted colors 

& Sizes 

LADIES BY THE BOX 

$ 

1.19 ea. 

96 Pcs. Per Box 

Good size & color assortment of S-L. Our cost was $3-$4 

Assorted Ladies T-Shirts 

Great items to sell in 

your Discount Store 

or Flea Market! 

Vendors Selling 

3 for $10 

with Great Profits! 

ADULT 

SWEATSHIRTS 

$ 

1.79 ea. 

BY THE PALLET 

600-700 Pcs. per order. 

Assorted Sizes & Colors, Sizes: S - XXL 

(We can help with shipping arrangements if needed) 

The sweats are slight irregulars that includes a slight spot, a stain, a 

pinhole, a small run or a slight color shade. They fit & wear as their first 

quality counter parts. $6 cost from the mill for first quality. 

Retail stores selling items between $20-$30. 

END OF SEASON TANK TOPS SALE 

89 ¢ ea. 

First Quality, Mostly Medium Size, 36 pcs. per case, 4 case min. 

YOUTH T-SHIRTS 

89 ¢ 

288 Pieces, Assorted Colors & Sizes 

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3.1 Phillip Lim - Leather & Metal 

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Louis Vuitton - Brown 

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forumworkshop 

KEEPING EMPLOYEES 

MOTIVATED 

Dealing with 

Stress & Burnout 

This topic is an assignment 

that would intimidate 

most mortals, 

but it is all in a day’s work 

for today’s fired-up customer 

service manager, meaning 

you. Your training responsibilities 

as a department 

head and operating manager 

merge naturally into your 

leadership role in dealing 

with the “people problems” 

that are inherent in almost 

any occupation, but tend to 

be particularly pronounced 

in customer service. 

Stress is a basic component 

of most customer service jobs. 

Stress comes in many different 

forms, and different people 

are stressed by different 

things. A number of books 

have been written about 

the medical and psychophysiological 

aspects of 

stress, but they are well beyond 

the scope of this article. 

This topic is concerned 

with kinds of stress most 

commonly associated with 

customer service work and 

with the ways you can minimize 

their impact on the 

work of your department. 

Some examples of various 

stressful situations and 

the sometimes unexpected 

causes are: 

* Warranty claims adjusters. 

This job often falls in the 

same category as bill collector: 

people do not stand in 

line applying for the frequent 

job openings that occur. In 

one company, the primary 

duty of these CSRs relates 

to paying, or not paying, extremely 

high dollar claims 

related to complex and expensive 

machinery. The job 

is well paid, and working 

conditions and benefits are 

excellent, with none of the 

typical pressures of the job 

that occur when phone calls 

are backed up and there are 

not enough people to handle 

them. 

Yet turnover at this company 

was extremely high, and 

CSRs stayed in their jobs 

barely long enough to recovcontinued... 


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er the cost of training them. 

Raising salary levels had no 

appreciable effect, and it 

was generally assumed that 

the heavy dollar responsibilities 

of the job were creating 

high stress levels that led to 

burnout and turnover. 

But, like many assumptions, 

this one turned out to 

be false. In fact, a simple 

change in these reps’ benefits 

changed the turnover 

rate from 50% to practically 

zero. That change was not 

inexpensive, but in the end, 

it cost far less than the turnover 

the company had experienced 

in these particular 

jobs – hiring and training 

costs that could easily run 

forumworkshop 

to $10,00 or more per hire. 

The change that miraculously 

relieved turnover, 

believe it or not, consisted 

simply in giving these reps 

5 weeks’ vacation per year, 

one more week than the 

president of the company 

received. The cost to the 

company was essentially the 

cost of adding one person 

to the department to offset 

a total productivity loss for 

the department of about 11 

man-years annually resulting 

from the additional vacation 

time. Unusual? Yes, 

but it worked. 

The stress factor, it turned 

out, was not connected with 

the heavy responsibilities of 


the job, rather it resulted 

from the poor status of the 

job in the company, where 

it had been historically 

viewed as a basic clerical 

assignment. Once again, 

this demonstrated that low 

self-esteem is frequently a 

principal cause of stress. 

The perceived status conferred 

by the added vacation 

days eliminated the principal 

source of stress and the 

turnover problem practically 

overnight. 

The key factor here was 

that the dollars involved 

made it practical to deal in a 

fairly radical way with one of 

the most common causes of 

stress in customer service, 

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forumworkshop 

poor self-image. In the majority of companies, 

it would be very difficult to convince 

management of the value of this particular 

remedy, but it might be worth a try. 

* Interrup-it. In another company with a 

stress-related turnover problem, the manager 

determined that a primary cause of stress 

and burnout (and hence turnover) was the 

constant stream of interruptions that made 

it difficult and sometimes impossible for 

reps to complete one task or transaction before 

having to take on another one, only to 

be interrupted again. 

The manager decided to counter this 

problem by empowering reps to sign off the 

phone system at their discretion in order to 

complete any paperwork or research associated 

with the call just completed. The result 

was a slight slowdown in phone response 

during the busiest periods of the day but 

a more than offsetting gain in productivity 

and a significant drop in turnover. 

Other managers deal with the interrupt-it 

problem by allocating half-hour, one hour, or 

sometimes half-day segments in which personnel 

are off the phones entirely to catch 

up on their research or paperwork. If you 

have such a program in place (and it is highly 

recommended that you do), you should 

make every effort not to violate it. It is one 

of the most effective antidotes to stress that 

you will ever find. 

The customer service manager at a wellknown 

insurance company reported that 

she readjusted schedules so that reps now 

work five hours on the phones and two 

hours off to do their paperwork, but at staggered 

hours. The result, she says, has been 

a drop in employee turnover from 40% to 

less than 20%. 

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Although some companies place great emphasis 

on prompt response and minimum 

holds, remember that a high percentage of 

interrupt-it stress is caused by flashing lights 

or various signals which tell reps there is a 

backup of calls they are expected to get to 

promptly. 

* The joys of stresslessness? The customer 

service manager of a highly regarded direct 

marketing company complained that although 

she had virtually zero turnover and 

her customer service reps were the salt of 

the earth, they were also dull, unimaginative 

people who contributed hardly anything in 

the way of new ideas or suggestions for improvements 

in customer service operations. 

Yet the price of hiring dynamic and innovative 

people was more than she and the 

company were willing to pay. The department 

was an excellent place to work in most 

forumworkshop 

respects: fair pay, a good class of customers, 

good support systems, an even workload, 

congenial co-workers and excellent fringes, 

but no opportunities for promotion inside 

or outside the customer service department. 

She said, “So we ended up hiring people 

who wanted security and who are willing to 

put up with the stresses of the job in order 

to get that security. They have no problem 

“turning off” at five o’clock and coming back 

the next day for more of the same – a diet of 

stress that would send more ambitious people 

up the wall.” 

* Empowerment cuts turnover from 47% to 

3%. One company was able to cut turnover 

dramatically via a participative management 

program, which gave customer service reps 

a voice in interdepartmental matters involving 

new products and promotions as well as 

in the operations of their own department. 

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forumworkshop 

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furniture including 

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she chose may have been 

a factor, as well as the attention 

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when all other 

offices at the company use 

a corporate blue color scheme. 

This example might be an effect in which 

productivity gains were noted at an Illinois 

company, as the walls were progressively 

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the increases in productivity 

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worker’s environment. It 

made them feel they were 

important, and they responded 

accordingly. 

Whether burgundy and 

rose reduce stress, there 

is an important point here: 

Pay attention to your reps 

and their environment. 

Remind them that they are 

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important not just with words but with positive 

visible actions as well, and you will be 

repaid many times over. 

The Main Causes 

of Stress in 

Customer Service 

Different occupations cause stress in 

different ways. In customer service, stress 

arises from these four main causes: 

1. Interruption or incompletion. The 

more you can redesign jobs and workflow so 

that workers can complete tasks once they 

are begun, the more productivity you will 

enjoy, and the less stress your people will 

suffer. Also, the quality of your service will 

improve accordingly. 

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forumworkshop 

2. Lack of confidence or self-esteem. Lack 

of confidence or self-esteem is related both 

to inadequate training and to the way the 

department and its workers are likely to be 

perceived by others in the company and, on 

occasion, by customers. It can be largely 

overcome by training, interdepartmental or 

internal customer team building and various 

kinds of empowerment including participative 

management. 

3. Lack of control. This cause combines 

elements of the two above items and is usually 

the most harmful of all causes. It is 

manifested by not being able to get things 

done, not being able to get others to cooperate, 

not being able to satisfy customers’ 

needs, and not being able to assimilate and 

organize the workflow. This kind of stress is 

due in part to lack of authority to make even 

simple decisions; in part to not being consulted 

about procedures, policies, and the 

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work environment; and in part, not knowing 

how to cope with stress. 

Most experts on stress say the first step 

in dealing with stress is learning to accept 

conditions that are essentially unchangeable 

or, over which the individual cannot hope to 

have any control and to concentrate on situations 

that he or she can control. 

Psychologists have determined that the 

feeling or perception of control is more important 

than the reality. For example, flextime 

has proven to be a powerful de-stressor 

because of the symbolic control it gives the 

individual over his job. The same is true of 

participative management as well as broadening 

reps’ authority to make decisions and 

to bend the rules when necessary. 

4. Leadership issues. Could you be the 

cause of employee stress? Yes, it is possible. 

A survey of customer service reps identified 

forumworkshop 

the following “manager stress factors” listed 

in descending order of importance: 

• Poor communications from manager. 

This factor has three main subsets: (1) not 

communicating necessary information before 

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• Unwillingness to delegate; excessive 

supervision. This is often coupled with disregard 

for a rep’s ability or inability to do a 

job. One rep described “the manager who 

has a finger in every pie – who can’t seem 

to let subordinates do a job on their own”. 

Another described the manager’s actions as 

“Micro-Managing - an almost complete failure 

to delegate responsibility”. 

• Slow or no response on inquiries and 

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ality, and actions which to you might seem 

perfectly normal, such as closing your office 

door to handle a sensitive phone call, stand- 

continued... 

forumworkshop 

requests. This is typified by the rep who 

characterizes managers as “listening to 

problems and either doing nothing, or saying 

they will do something but then not actually 

doing anything”. Another rep describes a 

stress-carrying manager who “takes two or 

three days to respond to questions raised by 

reps trying to serve customers better”. 

• Changing priorities. Psychologists 

point out that unexpected change can be 

a major source of stress, and comments of 

reps seem to bear this out. Yet, this area is 

one where managers are normally right in 

doing what they do, regardless of whatever 

stress might result to reps. It is fundamental 

to the manager’s job to change priorities 

when conditions warrant it and to lead 

reps through such changes. Of course this 

implies that when changes are in the wind, 

managers notify their reps right away. 

• Perceived discourtesies by managers 

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Remember that perception is re- 

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ing over a worker while he or she completes 

a phone call, or swearing, might come across 

to some reps as rank rudeness. 

• Leadership problems. Wishy-washy 

behavior, failing to stand up for the department 

and blatant partiality are among the 

examples cited by reps. Although this cause 

was last on the reps’ list, it is actually involved 

in most of the other stress factors. 

forumworkshop 

In times of change and uncertainty, lack of 

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Customer service people see few tangible 

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from a shortfall of the most important of all 

motivators: a sense of accomplishment. In 

order to develop high morale and motivation 

in your department, you need to take 

some specific action to compensate for this 

shortfall. 

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1. Create a tangible identity for the department. 

This is usually done via brochures introducing 

members of the department, photographic 

business cards or self-mailers, and 

write-ups externally and internally. 

2. Involve the department in a major project. 

One example: development of companywide 

programs in observance of Customer Service 

Week, which is observed the first week in October 

and has currently been proclaimed by the 

governors of more than half the states. If you 

are involved in activities of the International 

Customer Service Association (ISCA), as you 

should be, you are automatically informed 

about this event and have access to supporting 

materials and suggested activities. 

Another and more far-reaching project would 

be to get your entire company involved in the 

Award of Excellence competition sponsored by 

forumworkshop 

ISCA, with a deadline for entries usually in 

June of each year, and announcement of winners 

at the organization’s annual conference in 

the fall. There are two categories, one for manufacturing 

and the other for service. Competition 

is intense, but even if your company does 

not win, developing its entry and supporting 

it with customer service improvements creates 

pride, motivational intensity, and recognition 

for your reps that would be hard to duplicate 

in any other way. 

3. Demonstrate the dollars the department is 

responsible for. One manager of a relatively 

small department finds that it adds tangible 

value to the job when reps realize they each 

handle about 70 million dollars annually for 

their company. In the usual proportion, this is 

five to fifty times as much revenue as the individual 

field sales person generates in sales in a 

typical year. 

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Activity reports can be helpful in this respect, 

for example, carts, graphs, or illustrations 

showing: 

• Volume of product in car loads or truckloads 

or distribution center square footage 

reflected in departmental transactions 

• Number of “years” reflected in total 

telephone calls handled 

• Percentage of error-free transactions handled 

by the department 

• Number of individuals helped or problems 

solved by the department 

• Additional dollars contributed through 

order enhancement, substitution programs, 

reversals of cancellations, inquiry 

conversations, service upgrades, or add-ons 

forumworkshop 

You can also involve your CSRs directly in 

these exercises. A customer service manag- 

Y 

er for an adhesives company asked her reps 

to answer this question after a particularly 

successful month: “What was your contribution 

to the company’s making its sales plan 

this month?” After answering, reps selected 

prizes from a catalog, but what was significant 

was that they first had to express 

their contribution 

in tangible terms. 

This exercise is a 

good application of 

the principle that 

the best way to 

inform oneself is 

to organize one’s 

thoughts to inform others. 

4. Rewrite job descriptions. The rewrite 

should be performed by reps themselves, so 

they will be forced to think through their 

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jobs and express them in tangible, logical 

terms. The rewrite will be much longer 

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to demonstrate the scope and complexity of 

the job to the individual as well as to the 

human resources staff. 

5. Send customer service reps and other 

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reps are well prepared before making such 

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presentations and then submit a plan to 

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they will seek from the customer, 

and more. Upon returning, the rep is 

required to file a formal call report just as 

if she had made a regular sales call. The 

manager feels that by setting objectives and 

structuring their visitations in this way, reps 

forumworkshop 


get the most out of visits that might otherwise 

end up primarily as social calls – good 

for goodwill, but not nearly as constructive 

as they could be. 

Another sales service manager for a large 

food corporation reports that sending her 

reps out on customer visitations proved 

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to be the long-sought-after solution to the 

burnout problem. A customer service manager 

for an east coast steel manufacturer 

says that it is also helpful to send out departmental 

support staff who seldom have 

direct contact with customers but nevertheless 

are an important element in customer 

service quality. 

A variation on visitation is sending customer 

service reps to work display booths at 

trade shows and conferences. This assignment 

is an excellent way of meeting customers 

face-to-face and a great morale builder. 

An Ohio corporation has used its CSRs to 

survey customers visiting its booth on their 

customer service versus the competition. 

The plus here is that reps themselves receive 

high ratings for their effort, even when service 

problems exist, so that the survey activity 

combines with the face-to-face meeting 

forumworkshop 


to improve reps’ morale and sense of being 

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Like other managers, he realizes that to 

reverse a policy decision made by a rep without 

consulting that rep would result in a loss 

of face for the rep, whereas if he discusses 

the issue with the rep and then authorizes 

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them to bend the rules and change the policy, 

the rep should be the conduit of the good 

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customers’ eyes.” he explains. 

6. Recognize your reps. Recognition can 

be one of the most powerful of all motivators, 

and it can range from simple “ouchless” 

feedback to an elaborate presentation 

of awards with audience and a master of 

ceremonies. A number of different ways 

of recognizing CSRs’ contributions are described 

later in this article. 

7. Thank your reps. A customer service 

supervisor in Azusa, California discovered 

that when she started saying “Good night, 

and thank you” to her reps individually, they 

developed greater enthusiasm and team 

spirit, so she kept right on saying it! 

forumworkshop 

Customer Service 

Department Incentive 

Programs 

Recognition programs and incentive programs 

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forumworkshop 

The most common incentive in business 

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whereby salespeople are given a percentage 

of the sales they make as commission in 

order to motivate them to make more and 

bigger sales. As customer service manager, 

you sometimes see the downside of this arrangement, 

when, in order to gain their commission, 

salespeople sell products or services 

that are not available or make commitments 

that your department cannot keep – an idea 

to remember when you consider the appropriateness 

of giving your own reps a commission 

for add-on or order upgrades. 

Yet incentives have their place in customer 

service department operations, and they normally 

fall into two main categories: 

1. Production-oriented programs designed 

primarily to increase production while maintaining 

quality and accuracy and, as a side 

benefit to improve quality and accuracy without 

decreasing production. From a corporate 

viewpoint, increases in customer service 

department productivity contribute to greater 

profitability via cost reductions as well as 

avoiding the rework costs. 

2. Morale and motivation-oriented programs 

often indirectly aimed at productivity via improved 

job satisfaction, higher attendance, 

greater involvement of reps in corporate goals, 

reduced stress, and turnover. On a broader 

scale, they also relate to increased sales 

and profits through building better and longer-lasting 

relationships with customers and 

greater continuity in handling their accounts. 

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Basic Requirements of a Customer 

Service Incentive Program 

As customer service manager, you will 

probably be better off developing your own 

incentive program working with your reps 

than if you buy an outside package program, 

because the customer service environment is 

quite different from most others and a program 

developed outside the department is 

likely to be a poor fit. 

If your company has an overall incentive 

program that is well conceived, well managed, 

and well funded, by all means make 

sure your reps are included and measured 

fairly. The principles discussed here are 

based on the premise that your particular 

program originates in your department and 

you have a limited, or in some cases nonex- 

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istent, budget to support it. Here are the 

minimum requirements for such a program: 

1. Clear objectives and understanding 

of purpose. These are critical. Everybody 

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As examples: 

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such as number of calls handled, orders written 

and so on. 

* Quality. Reward performance to quality 

standards, for example. Lowest error rate, 

most inquiries handled on-line, etc. 

* Morale and motivation. Create higher 

improved job satisfaction, reduced stress, 

and turnover. 

2. Acceptability to workers and management. 

Obviously your program must be 

consistent with company policies and the 

rewards should not be so spectacular as to 

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create interdepartmental ill-will. Your CSRs 

have to buy into the program from the very 

beginning, particularly on these key issues: 

* Credibility and fairness. The program 

cannot discriminate against some CSRs because 

their jobs are more complex or difficult, 

nor can it favor others whose jobs are 

easier or more routine. 

* Relevance. The best way to ensure that 

reps will buy into and support an incentive 

program is to involve them in designing the 

program and determining what to reward 

and how to reward it. Peer-based programs 

are working effectively for a number of customer 

service departments. 

3. Program administration. Scorekeeping 

on an incentive program can be a fulltime 

job, and there is always the danger that 

emergencies and sudden surges in business 

will interfere with administering the program, 

which in turn will quickly undermine 

its credibility as well as its effectiveness. So, 

your program should incorporate these features: 

* Reliable and consistent measures. Agreement 

beforehand as to how performance will 

be measured and whether allowances will be 

made for experience, complexity of individual 

jobs, vacations, sick leave, and so forth. 

To the extent possible, select measures that 

can be generated automatically as a byproduct 

of the work itself. 

* Event- or time-orientation. Some programs 

provide an incentive for performing 

specific acts regardless of when they are 

performed, for example, upgrading orders. 

Others reward performance over a period 

of time, for example, the fewest errors in a 

week, the greatest improvement in a month. 

Both approaches are effective; you may want 

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forumworkshop 

to suggest to your reps that they be alternated 

from time to time. 

* Continuity. Incentive programs do not have to 

go on forever, but they should have sufficient continuity 

to achieve credibility. They should not be 

interrupted because of the press of business, although 

it is certainly all right to build gaps or intervals into 

the original plan to allow in advance for such events. 

* Flexibility. Programs should be updated at least 

once a year and preferably more often. Of course 

your reps should be involved in such updatings and 

revisions as they were at the onset. 

Production-Oriented Customer 

Service Incentive Programs 

There are five main types of production-oriented 

customer service incentive programs 

for you and your reps to consider: 

1. Simple output. In this type of program, 

everyone does the same work and is measured 

against the same standards. A hotel 

or airline reservation system is a good example. 

Although individual calls may vary in 

length and complexity, over time, the system 

ensures that everyone gets the same mix of 

calls. Incentives based on output must naturally 

include standards for accuracy, quality, 

and courtesy to ensure that reps are not 

making their numbers via shortcuts or discourtesies 

to customers. 

2. Weighted output. Where there is a significant 

division of labor or specialization within the 

department, you need to allow for the fact that some 

tasks are more difficult and complex than others. 

This is usually done through a process of “weighting”, 

whereby handling a call relating to export-import 

matters may be worth three times as many 

scoring points as handling a routine call about order 

status or service or product availability. 

The right and wrong ways to measure productivity: 

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Right 

Analyze claims by type. Weight & credit productivity 

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Moderately complex Claim 150% 

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forumworkshop 

3. Randomized incentives. A pitfall of 

some incentive programs is that the prizes 

are always won by the same people, the superstars, 

which tends to discourage others in 

the department. One way to counter this is 

to set a specific standard, for example, 99 

phone calls per day, or an error rate below 

one-half of one percent, and then conduct a 

drawing for everyone who meets or exceeds 

the standard. The drawing is arranged that 

everyone wins a prize, but the value of the 

prize is determined by the random drawing, 

not by the individual’s actual score. Socalled 

scratch cards, like those used in lotteries 

are being used increasingly in this type 

of program. 

4. Team programs. These are appropriate 

to situations where your department is organized 

by teams or work units and also in cases 

where you want to involve people in other 

departments as part of a team. Team programs 

are particularly suited to multi-locational 

operations, for example, where there 

are customer service staff as well as warehouse 

workers, inventory personnel, etc., at 

a number of different distribution centers. 

Note that in such cases, your measures must 

allow for differences in the size and volume 

of the various operations. 

5. Profit-sharing programs. There are several 

versions of profit-sharing programs. In 

one, the customer service department is automatically 

allotted a percentage of monthly 

sales, which is then divided among reps. 

Some managers feel that the best way to divide 

this commission is on the basis of attendance: 

For example, if the commission 

is $1,000 and the department worked a total 

of 1,000 hours, each rep gets $1 of commission 

for each hour he or she worked. This 

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is an incentive to show up for work, and it 

is a truism that if employees report to work, 

more work gets done. Some managers feel 

the commission should be divided equally 

among all departmental members, but it can 

be argued that at this point, it is no longer 

an incentive but a fringe benefit. There are 

also profit-sharing programs related to order 

upgrading, providing sales leads, and telemarketing. 

Morale and Motivation-Oriented Incentive Programs 

Morale and motivation-oriented incentive 

programs often overlap with recognition programs 

because they are concerned primarily 

with job satisfaction, which presumably in 

turn leads to improved productivity. There 

is also considerable overlap with some forms 

of training programs, as you will note in the 

following list: 

1. Career pathing. This is a built-in incentive for companies that want 

to hire and retain top quality personnel for their customer service 

activities. Many college graduates will not consider jobs where 

there is not a clear career path within the department as well as 

beyond it. People who seek career paths are highly motivated and 

productive and tend to stay that way. However, career pathing 

is not practical in all situations, and different incentives must be 

developed. 

2. Informal, fun-type programs – de-stressors. This is the most 

prevalent type of incentive program in customer service, and it 

is particularly well suited to departments that do not have career 

pathing or other opportunities for growth or advancement. A 

number of the recognition programs described under Recognition 

Roundup fall into this category. They are fun, they keep staff 

interested and coming to work, and greater job satisfaction and 

continuity result. 

3. Job enrichment. This is a practical alternative where career pathing 

is not suitable because of department size or function. Job 

enrichment means basically making the job more interesting by 

broadening its scope and giving individuals more responsibility. It 

can also involve developing specialization within the department, 

or in departments that have export-import specialists, claims specialists, 

foreign language experts and the like. Job enrichment 

provides a strong incentive in the form of status among peers. 

4. Customer visitations and trade show participation. Many com- 

continued... 

forumworkshop 


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forumworkshop 

panies have found these to be excellent incentives, as mentioned 

earlier in this chapter. Managers almost invariably comment that 

CSRs see such excursions as rewards, even though the company 

itself is usually the main beneficiary. 

5. Training. Cross training and internal customer programs as well 

as straight skills training will be perceived as rewards if they are 

presented that way, and they certainly should not be presented 

as chores! 

Typical Incentive Programs 

Customer service department incentive 

programs are limited only by the imagination, 

or the sense of humor, of the people 

responsible for their development. Here are 

examples: 

• Scratch cards. These have proved an excellent randomized 

incentive to reps at an Elizabeth, New Jersey corporation to 

persuade customers to accept substitutes when items they order 

are not available. Inside sales manager says the cards, printed 

in denominations of $5, $10, $25, and $50 are awarded on 

the average of one per day, or five per week. Unlike a conventional 

lottery, there are no non-winners, and the cost is more 

than offset by the value of keeping the customer, plus moving 

inventory that is currently in the warehouse. However, the sales 

manager warns that scratch cards are suited for conventional 

order enhancement or upgrading programs where their use simply 

results in “borrowing tomorrow’s business” and not keeping 

business from going to a customer or balancing out the inventory 

by selling slow-moving stock. 

• Sick-Leave Incentive. This program that rewards employees 

for not taking their sick leave has had excellent results for 

one Port Authority according to a supervisor. “In mid-November, 

our employees receive a check for the days allowed them 

for sick leave that they did not use. If they did not use any, 

they receive $400. If they used some, they receive less.” He 

points out that the job itself is a tough one, involving fielding 

calls from 800 tenants with some 45,000 employees in a major 

U.S. city and arranging maintenance work through 1,300 

contractor employees, all unionized. Almost half his employees 

qualified for the full $400 checks. He feels the timing of the 

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before Thanksgiving. Our employees want to come into work.” 

• “Pot of Gold” Incentive. A CSM instituted a Pot o’ Gold 

incentive program on a simple premise: Whenever the SCD system 

shows a service level exceeding 85% of all calls answered 

by the third ring, graded sums are paid into the Pot o’ Gold 

account for equal distribution among CSRs each quarter. The 

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greater the margin over 85%, the larger the deposit. When 

the program was instituted, the service level was 81%. It rose 

almost immediately to 90% and has stayed 

there ever since. Scores are posted daily, 

and checked by CSRs every morning, an 

indication of the program’s sustained staying 

power. 

• Worker-Involvement Incentive. A 

plant manager reports than an error reduction 

program developed with worker involvement 

is now producing 99% error-free 

performance. She attributes the program’s 

success to worker involvement plus the 

quick feedback and positive reinforcement 

of prompt monthly payments. 

• Iceberg Incentive. In New York, a customer service supervisor 

developed an iceberg incentive program designed to reward 

CSRs for eliminating recurring problems altogether rather than 

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forumworkshop 

finds the program to be an effective way of rewarding individual 

initiative in a very specific way. 

• Employee of the Month Incentive. 

Twenty-six reps in a customer service department 

elected a six-member committee 

to design its incentive program. The 

committee established an Employee of the 

Month award based on these criteria: attendance 

and punctuality, percentage of 

calls answered, percentage of research completed. 

The award consists of a trophy that 

rotates each month. The winner’s photo is 

placed on display and his or her name is 

engraved on a plaque. The VP of customer 

service says the program has combined with career pathing to 

substantially reduce turnover. 

• Day-Off Incentive. This Irvine, California company has 

a program like the Gibraltar program and Employee of the 

Month. It was developed by a committee of reps, in this case, 

representing the three shifts at this round-the-clock facility. 

The reward: a small trophy, a day off with pay, and the winner’s 

name placed on a perpetual plaque on display in the department. 

The award is based on seven criteria: 

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forumworkshop 

1. Handling the most incoming calls 

2. Showing the most improvement 

3. Attendance 

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The Complete Guide to Making Money at Auctions! 

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Auction Directory 

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How to Find, 

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Surplus and 

Liquidated 

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Hidden Wealth 

With this authoritive Directory, you will 

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This exquisite directory will bring the 

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The crafts industry is one of the hottest-growing 

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Page 88 


Holiday Merchandise 

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Introducing our newest directory that puts 

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New for this year is a compilation of BOTH 

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Makers Directory 

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Accessories 

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The comprehensive directory provides 

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Order No. 121 $150.00 

Order No. 122 $100.00 

1-800-635-7654 Business Directories 

Page 89 


LEGAL 

DEPARTMENT 

How To Save Money on Legal Fees 

A poorly chosen lawyer can be the start of an 

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Protect Yourself From 

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Incorporate Yourself 

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The Partnership Book 

The best way going into 

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Order No. 0-87337-141-0 $39.95 

The Law (in Plain English) 

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This latest edition provides access to the most 

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Order No. -880559-95-1 245 pages $19.95 

Handbook of Successful Franchising 

Franchising is the best opportunity for new 

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Company track records, history, units 

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Order No. 30 520 pages $39.95 

This guide protects your business from internal or external fraud, scams and crime. Drawing 

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offers practical, proven guidelines for recognizing the scams, defending your business, and 

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Schemes, Bankruptcy Fraud, Coupon Theft, and Mailorder and Multi-Level. 

Order No. 82 204 pages $11.95 

1-800-635-7654 Legal Department 

Page 90 NOVEMBER 2024 | RETAILERS FORUM MAGAZINE Page 90

APPAREL 

BUSINESS DIRECTORIES 

Fabrics, Services, Trims 

This up-to-date directory solves your 

production sourcing and contracting 

needs in the Americas. The sourcebook 

includes: sewing, cut-n-sew, and finishing 

contractors and apparel production 

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factories are sorted by clothing classification 

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Order No. 0971486743 $125.00 

A complete and updated guide listing 

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Apparel Contractors (USA Edition) 

1-800-635-7654 Page 91 

Directory of Brand Name Apparel 

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Updated and easy-to-use directory 

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RN & WPL Encyclopedia 

A comprehensive listing of every Registered 

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Order No. RN8. Directory $285 

Order No. RN8C Directory/CD Combo $475 

The Small Design Company's Guide to 

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Upj-to-date guide created specifically for the smaller design houses and home sewing 

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Order No. A-106 $65.00 

Apparel Business Directories 


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