On Demand Education Sessions

Marley Dias, in conversation with Suzanna Hermans of Oblong Books, will discuss her journey from New Jersey tween to viral activist sensation—and now to author. Marley’s effort to diversify the characters on her bookshelf by collecting #1000BlackGirlBooks was celebrated by thousands of readers, and by booksellers across the country who supported her campaign in their stores and on social media. At this event, Marley will engage in a lively Q&A about reaching young readers who are equally interested in activism, pop culture, and serious news As she said in an Elle.com interview, “My generation feels the pressure to make things better, but we need more spaces to speak our minds and to make a difference.” Marley will encourage booksellers to make their stores a go-to resource for young people and their varied passions.

A strong backlist inventory is the cornerstone of book sales. Bookseller panelists who have learned to successfully curate their selections will share their knowledge on the importance of backlist, how to choose and display books, which titles continue to sell well, and which children’s categories to invest in to maintain a robust backlist collection for customers.

• Karin Schott, Devaney, Doak, & Garrett Booksellers (Farmington, ME)
• Molly Olivo, Barstons Child's Play (Washington, DC)
• Erin Barker, Hooray for Books! (Alexandria, VA)
• Meghan Goel, BookPeople (Austin, TX) (Moderator)
   

Attachment	Size
Backlist Perennial Favorites (PDF)	944.94 KB

Creating an inclusive environment is essential to broadening the goodwill and customer base of any bookstore. Panelists will discuss the social and financial reasons for making your store accessible in compliance with the Americans with Disabilities Act, strategies for educating staff, how to make accommodations for staff and customers with disabilities, ideas for special programming and related outreach, and resources to guide such initiatives.

• Kimberly Cake, Enchanted Passage (Sutton, MA)
• Drew Sieplinga, Wild Rumpus (Minneapolis, MN)
• Susan Kusel, [words] Bookstore (Maplewood, NJ) (Moderator)
   

Attachment	Size
Fostering an Inclusive Environment for Staff and Customers with Disabilities - ADA Resources (PDF)	607.87 KB
Schneider Family Book Awards (PDF)	813.63 KB

Jason Reynolds tells the story of being a reluctant reader as a child, to being a bookseller at Karibu Bookstore, and how all of it helped shape him as a writer.

Allison Risbridger, client development specialist at NPD Book, will present a review of the most recent data on the U.S. children’s book market with a deep-dive into the latest trends in genres, formats, buyer behavior, and more. Attendees will emerge with plenty of new insights to help them better understand their business in the coming year.

Attachment	Size
Trends and Findings in Children's Bookselling (PDF)	2.49 MB

One day she is a child and the next day an adult: hand-selling to middle-grade and young-adult readers can be a challenge. In this session, a panel of experts will share information about learning styles and cognitive behavioral development to assist booksellers in negotiating the tween and teen brain and recommending appropriate books to create readers for life.

• Paige Battle, Teacher-Librarian (Grant High School)
• Carol Moyer, Quail Ridge Books (Raleigh, NC)
• Katie O'Dell, Special Projects Director (Multnomah County Library)
   

Attachment	Size
Understanding Development and Reading Styles to Connect with Middle Grade and YA Readers (PDF)	2.23 MB
Bookseller Suggestions Development and Reading Styles Title List (PDF)	1003.21 KB

Tegan Tigani of Queen Anne Book Company (Seattle, WA) will lead a brainstorming session on how booksellers can successfully expand their passion for books to other arenas and add to their personal income without having to give up their day jobs.
 

Attachment	Size
Careers in Bookselling: How to Grow By Doing What You Love (PDF)	610.06 KB

Handselling a book through an effective blurb is an essential bookselling skill, whether it’s for the Indie Next List, for shelf-talkers, or for other opportunities in-store, online, or elsewhere. A panel of bookseller blurb-writing all-stars will discuss the key elements of effective blurbs and direct attendees in hands-on exercises for writing and reviewing blurbs.

• David Enyeart,Common Good Books (St. Paul, MN)
• Peternelle Van Arsdale, Author The Beast is an Animal, Simon & Schuster
• Pamela Klinger-Horn, Excelsior Bay Books (Excelsior, MN)
• Luisa Smith, Book Passage (Corte Madera, CA) (Moderator)
   

Attachment	Size
Writing Effective Blurbs from Common Good Books PDF	227.58 KB
Blurb Writing Method by Peternelle Van Arsdale PDF	480.59 KB

An ongoing commitment to improving margins is a key to increasing bookstore profits. Focusing on freight costs, cost of goods sold, and even shrinkage can help any business improve the bottom line. Panelists in this session will help booksellers focus on successful strategies and best practices that will help guide booksellers into greater profitability.

• Sally Brewster, Park Road Books (Charlotte, NC)
• Cynthia Compton, 4 Kids Books & Toys (Zionsville, IN)
• Paul Hanson, Village Books (Bellingham, WA)
• Libby Manthey, Riverwalk Books (Chelan, WA) (Moderator)
   

Attachment	Size
Increasing Margin (PDF)	3.38 MB

Booksellers face special free speech problems in selling children’s books. Parents complain about books that are “inappropriate” for their children based on age or socio-economic background, and there is also growing sensitivity in some communities as to how they are presented in kids’ books. How should booksellers respond?

• Nicole Brinkley, Oblong Books and Music (Rhinebeck, NY)
• Miranda Paul, Mentorship Chair, We Need Diverse Books (Bethesda, MD) and Author, 10 Little Ninjas (Knopf Books for Young Reader)
• Joan Trygg, Red Balloon Bookshop (St. Paul, MN)
• I.W. Gregorio, Founding Member, We Need Diverse Books (Bethesda, MD) and Author, None of the Above (Balzer + Bray)
• Chris Finan, ABA (Moderator)
   

Attachment	Size
Bookseller of the Year WNDB pdf	2.15 MB
Diversity Resources WNDB pdf	1.46 MB

For owners and managers. Pre-reg required.
This ticketed session is open to ABA member store owners and managers only. One of the most important hires for any retail operation is a manager. Whether for the entire store, a section, or a key function, managers take pressure off owners, allowing them to focus on big-picture business decisions, secure in the knowledge that day-to-day operations will continue successfully. In this session, owners will learn strategies for communicating, delegating, training, and thriving through skillfully empowering managers. Facilitated by Lani Basa, owner and CEO of The Business Women’s Circle (BWC), a group providing a confidential and collaborative setting for businesswomen to foster growth and work on their businesses with the support of others.

• Lani Basa, Owner and CEO, Business Women's Circle (Minneapolis, MN)
   

Attachment	Size
Advanced Education Managing Managers pdf	835.77 KB

Social media is here to stay, but no one platform is invincible. Algorithms can change overnight. For example, if Facebook disappeared tomorrow, your following would evaporate with it. Luckily, you are already investing in one online presence you do control: your website. This panel will review how to use social media to drive traffic to your website and e-newsletters --regardless of which social media platforms you prefer or how they can change -- and how to leverage your social followings to meet your store's marketing goals.

• Dan Graham, Book Soup (West Hollywood, CA)
• Kelly Justice, Fountain Bookstore (Richmond, VA)
• Catherine Cusick, ABA (Moderator)
   

Attachment	Size
Fountain Bookstore Strategy Guide pdf	212.96 KB

As we continue to see the effects of climate change throughout the world, booksellers are asking what they can do -- both to keep their customers and communities informed on this critical issue and to become involved in climate change grassroots activism. Booksellers on this panel will share examples of store activities - from title lists and in-store activities to advice on how to work with climate change activists, both in your community and nationwide.

• Chris Morrow, Northshire Bookstore (Manchester Center, VT)
• Kevin Whelan, MN350 (Minneapolis, MN)
• Patrick Hanlon, Environmental Initiatives Manager, City of Minneapolis Health Department (Minneapolis, MN)
• Annie Philbrick, Bank Square Books (Mystic, CT) (Moderator)
   

Attachment	Size
Climate Change Reading List xlsx	19.29 KB

Congratulations, you are a manager! Now what? Being a manager is not easy, and, while your exceptional performance may have gotten you that promotion, your new position will require a whole new set of skills: delegating, motivating, negotiating, communicating, etc. A professional will offer tools and techniques to help first-time managers survive and thrive.

• Lani Basa, Owner and CEO, Business Women's Circle (Minneapolis, MN)
• Cindy Dach, Changing Hands Bookstore (Tempe, AZ)
• Mary Magers, Magers & Quinn Booksellers (Minneapolis, MN) (Moderator)
   

Attachment	Size
Best Practices for First Time Managers pdf	506.21 KB

Did you know you can manage event grids with Edelweiss+?  In this session, an Edelweiss rep, a publicist, and a bookseller will explain the functionality of the grids and the important selling points in a good event proposal. 

• Sarah Bagby, Watermark Books & Cafe (Wichita, KS)
• Joe Foster, Education and Outreach Coordinator, Above the Treeline (Ann Arbor, MI)
• Cathy Schornstein, Field Sales Representative, HarperCollins Publishers
   

Attachment	Size
The View From the Rep Seat pdf	309.8 KB
Watermark Books Best Practices for Edelweiss Event Grids pdf	110.63 KB

Building upon findings in a recent Nielsen Book study that showed a significant rise in sales of active nonfiction for children and the potential for even greater growth, booksellers who have successfully increased their nonfiction business will discuss the keys to broadening their inventory and maintaining a diverse selection to complement the subjects driving this category.

• Kenny Brechner, Devaney, Doak & Garrett Booksellers (Farmington, ME)
• Carol Moyer, Quail Ridge Books (Raleigh, NC)
• Tegan Tigani, Queen Anne Book Company (Seattle, WA)
• Sara Grochowski, Briliant Books (Traverse City, MI) (Moderator)
   

Attachment	Size
ABC Presents Using Nielsen Data to Expand Nonfiction Sales pdf	5.26 MB

Bringing used books into your store can improve your margins and help your bottom line, but it also brings a new set of considerations to your already established business procedures. This 101 introductory session will help you navigate issues such as buying, sourcing, and tracking your used inventory.

• Jessi Blackstock, Magers & Quinn Booksellers (Minneapolis, MN)
• Harriett Logan, Loganberry Books (Shaker Heights, OH)
• Lacy Simons, hello hello books (Rockland, ME)
• Shane Gottwals, Gottwals Books (Warner Robins, GA) (Moderator)
   

Attachment	Size
Gottwals Books Best Practices pdf	125.13 KB
hello hello books Best Practices pdf	222.55 KB
Loganberry Books Best Practices pdf	219.82 KB
Magers & Quinn Booksellers Best Practices pdf	217.52 KB
hello hello books Used Books Brochure pdf	1.9 MB
Loganberry Books Glossary pdf	34.54 KB

With graphic novels rapidly expanding as a category and continuing to mature as an art form, stores may struggle to determine which books to carry and how to display them, as well as how to handle resistance from skeptical parents and educators. Panelists will discuss these issues and more, from essential title lists to successful handselling and the value of graphic novels in fostering reading.

• Michael Bender, Community Bookstore (Brooklyn, NY)
• Heather Hebert, Children's Book World (Haverford, PA)
• Marika McCoola, Porter Square Books (Cambridge, MA)
• Michael Link, Joseph-Beth Booksellers (Cincinnati, OH) (Moderator)
   

Attachment	Size
ABC Graphic Novel Bookseller Favorites List (PDF)	251.39 KB
ABC Graphic Novels Bookseller Favorites (PDF)	772.77 KB

Booksellers and librarians serve a common need and share many goals, but partnering on events and other initiatives can be challenging.  Presented in cooperation with the American Library Association, this panel, featuring pairs of booksellers and librarians who are successfully working together, will discuss potential hurdles as well as solutions for productive partnerships between bookstores and libraries.

• Laura DeLaney, Rediscovered Books (Boise, ID)
• Heidi Lewis, Information Services Assistant Supervisor at the Boise Public Library (Boise, ID)
• Holly Weinkauf, Red Balloon Bookshop (St. Paul, MN)
• Lisa Von Drasek, Curator of the Children's Literature Research Collections at the University of Minnesota (Minneapolis, MN)
• Lauren Zimmerman, Writer's Block Bookstore (Winter Park, FL)
• Sabrina Smith, Assistant Director at the Winter Park Public Library (Winter Park, FL)
• Natasha Gilmore, Associate Children’s Editor at Publishers Weekly (Moderator)
   

Attachment	Size
Building Productive & Profitable Relationships with Local Libraries - ABC, 2009 (PDF)	329.85 KB

Working with self-published authors can be a profitable endeavor.  In this session, a panel of booksellers will discuss how to create partnerships with self-published authors to benefit both the author and the bookstore's bottom line.

• Liesl Freudenstein, Boulder Book Store (Boulder, CO)
• Sam Kass, Village Books (Bellingam, WA)
• Jane Streeter, The Bookcase (Nottinghamshire, England)
• Meg Smith, ABA (White Plains, NY) (Moderator)
   

Attachment	Size
Boulder Bookstore Consignment Authors Brochure (PDF)	938.88 KB
Village Books Self Published Books Submission Guidelines (PDF)	97.31 KB
Village Books Author Agreement Consignment Program (PDF)	78.02 KB
Village Books Self Published Authors Event Questionnaire (PDF)	195.08 KB
Village Books Self Published Books Pricing Specs (PDF)	109.38 KB
Village Books Event Package Description for Consignment Authors (PDF)	94.56 KB
Village Books Self Published Authors Consignment Agreement (PDF)	84.86 KB
Village Books Self Published Authors Consignment Event Agreement (PDF)	111.93 KB

Fun and exciting events don’t always have to feature a visiting author. Themed events built around books for different age groups can offer great no-cost opportunities to fill out your calendar, attract new sales, and bring customers into your store beyond storytimes and discussion groups.

• Danielle Borsch, Vroman’s Bookstore (Pasadena, CA)
• Jennifer Green, Green Bean Books(Portland, OR)
• Lisa Nehs, Books & Company (Oconomowoc, WI)
• Beth Golay, Books & Whatnot (Moderator)
   

Attachment	Size
Gnome for the Holiday Game Card (PDF)	681.9 KB

Your stockpile of ARCs can present a great opportunity for marketing and community outreach at no additional cost. Learn from other booksellers how creative programs using ARCs and donations to underprivileged schools can lead to significant sales increases in your store or at your book fairs.

• Jesica DeHart, BookPeople of Moscow (Moscow, ID)
• Carol Moyer, Quail Ridge Books & Music (Raleigh, NC)
• Elise Supovitz, Executive Director of Independent Retail and Canada Sales at Candlewick Press (Somerville, MA)
• Mark von Bargen, Senior Director of Children's Trade Sales at Macmillan Children's Publishing Group (New York, NY)
• Johanna Albrecht, Flyleaf Books (Chapel Hill, NC) (Moderator)
   

Attachment	Size
Getting the Most Out of Your ARCs - Quail Ridge Books (PDF)	963.96 KB

In this detailed financial session, publishers will walk booksellers through the Profit and Loss statement of a new trade title and the financial realities of publishing, while delineating the many factors that affect both the bookstore channel and consumers. Important P&L line items such as suggested retail price, production costs, marketing, and returns will be discussed, as will broader themes that impact the day-to-day cost of publishing.

• George Gibson, Publishing Director, Bloomsbury USA (New York, NY)
• Matty Goldberg, President of Publishing and Client Sales Development, Perseus Book Group (New York, NY)
• Kirsty Melville, President and Publisher, Andrews McMeel Universal (Kansas City, MO)
• Steven Pace, Sales Director, Workman Publishing (New York, NY)
• Joy Dallanegra-Sanger, ABA (White Plains, NY) (Moderator)
   

Attachment	Size
Economics of Publishing Definitions (PDF)	178.53 KB
Economics of Publishing mid list P&L (PDF)	183.48 KB
Economics of Publishing bestseller P&L (PDF)	183.47 KB

Owners of (self-defined) very small stores are challenged to find the time and resources to organize successful events and to balance daily work with event budgeting, planning, execution, and follow-up. This panel will feature owners of very small stores who are excited to share tips and practices for hosting successful events.

• Daiva Chesonis, Between The Covers Bookstore (Telluride, CO)
• Jacqueline Kellachan, The Golden Notebook (Woodstock, NY)
• Anna Thorn, Upshur Street Books (Washington, DC)
• Valerie Koehler, Blue Willow Bookshop (Houston, TX) (Moderator)
   

Attachment	Size
Event Checklist Between The Covers Bookstore (PDF)	99.46 KB

If you are thinking about opening a café or other food and beverage component in your bookstore, this session is not to be missed.  Panelist will discuss tips and best practices for start-up, profitability, staffing, and overall management for combining book retail and a café business.

• Sarah Bagby, Watermark Books & Cafe (Wichita, KS)
• Nicole Magistro, Bookworm of Edwards (Edwards, CO)
• Nicole Sullivan, BookBar (Denver, CO)
• Chris Morrow, Northshire Bookstore (Manchester Center, VT) (Moderator)
   

Attachment	Size
Booksellers on the Pros and Cons of Bookstore Cafés (PDF)	153.79 KB

This is a ticketed session. For owners and managers only. Limited capacity, first-come, first-served. Preference will be given to ABA owners and managers.
Dr. John Sherlock, Director, Master of Science Human Resources Program at Western Carolina University, will lead a discussion that will focus on best HR practices for small business owners, including talent management and how to create a skills inventory for you and your staff.

• Dr. John Sherlock, Western Carolina University (Cullowhee, NC)
• Meg Smith, ABA (White Plains, NY) (Greeter)
   

Attachment	Size
Advanced Topics in Human Resources Lists 2016 pdf	381.18 KB
Presentation Essentials in Human Resources 2016 pdf	1.34 MB
Essentials in Human Resources Lists 2016 pdf	167.38 KB
Presentation Advanced Topics in Human Resources 2016 pdf	1.07 MB

Learn how to attract capacity crowds week after week and how to market to this captive audience to drive sales.  Energetic and dynamic bookstore storytime leaders will discuss how to incorporate variety, pacing, and songs to add to the fun, as well as the risks and rewards of soliciting donations or even charging admittance.  This session will also include a demonstration of tips and tricks for wearing costume characters, including fun and easy ways to pose for pictures, how to deal with frightened children, and simple moves to make the character come alive.

• Clare Doornbos, DIESEL, A Bookstore (Larkspur, CA)
• Amy Oelkers, Red Balloon Bookshop (Saint Paul, MN)
• Chudney Ross, Books and Cookies (Santa Monica, CA)
• Sarah Bagby, Watermark Books (Wichita, KS) (moderator)
   

Attachment	Size
Songs You Forgot You Know - Diesel a Bookstore (PDF)	72.13 KB
Storytime Costume Character Tips - Red Balloon (PDF)	624.05 KB

For booksellers, there are few greater triumphs than placing the right book in the hands of any reader, but that is especially true for kids who rarely if ever read for their own pleasure.  How can we reach these non-readers and what can be done to turn them into readers?  Booksellers and educators who have been successful in the ongoing struggle to reach reluctant readers will be joined by bestselling author and literacy advocate Jon Scieszka to share their passion to make a difference and discuss what they have learned works best for inspiring children to want to read.

• Erin Barker, Hooray for Books! (Alexandria, VA)
• Margaret Brennan Neville, The King's English Bookshop (Salt Lake City, UT)
• Kim Laird, Reading Specialist at Upland Unified School District (San Bernardino County, CA)
• Jon Scieszka, author of Frank Einstein and the Electro-Finger (Amulet Books) and founder of Guys Read
• Laura Donohoe, Malaprop's Bookstore/Café (Asheville, NC) (moderator)
   

Attachment	Size
Suggested Titles to Help Reach Reluctant Readers (PDF)	321.43 KB

A children’s book festival can be an ideal vehicle to promote reading and literacy in your community.  Booksellers with vast experience at literary festivals around the country will explain how to get started with your own children's or teen festival, working in partnership with other local businesses and organizations, attracting authors and publicists, and garnering media attention.  How narrow or broadly should your focus be, when are the best times of year, and what other considerations must go into such an undertaking?  Learn all this and more before adding a festival to your events calendar.

• Cathy Berner, Blue Willow Bookshop (Houston, TX), Coordinator for the Bookworm Festival for Emerging Readers, Tweens Read, and TeenBookCon
• Diane Capriola, Little Shop of Stories (Decatur, GA), Children and Teen Program Manager for the AJC Decatur Book Festival
• Meghan Goel, BookPeople (Austin, TX), Program Director for the Texas Teen Book Festival
• Liesl Freudenstein, Boulder Book Store (Boulder, CO) (moderator)
   

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BookPeople and the Texas Teen Book Festival (PDF)	21.87 KB

Bookstores everywhere are resources and gathering places in their communities but underrepresented and disenfranchised students often lack the means to visit your store or are unaware of how much you have to offer.  In these cases, partnering with religious, cultural, and non-profit organizations, as well as underprivileged schools, can help reach new customers.  Learn from booksellers across the country who have been successful in bridging this divide and creatively getting a share of Title I money so books can find a home in diverse households of all income levels.

• Jenny Cohen, Waucoma Bookstore (Hood River, OR)
• Shirley Mullin, Kids Ink (Indianapolis, IN)
• Angie Tally, The Country Bookshop (Southern Pines, NC)
• Sarah Hutton, Village Books (Bellingham, WA) (moderator)

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Hood River County Reads 2015 Brochure (PDF)	341.05 KB

A business plan is a document typically associated with launching a bookstore. However, any time you decide to make a change to your operations, it's critical to have a plan.  This session will include a review of the essentials for any business plan. Attendees will have a chance to have their own business plans reviewed post-Winter Institute by panelist Jodi Rhoden, Owner/Operator of Short Street Cakes and Teacher at Birds Eye Business Planning (Asheville, NC).

• Jill Hendrix, Fiction Addiction (Greenville, SC)
• Chris Morrow, Northshire Bookstore (Manchester Center, VT)
• Jodi Rhoden, Owner/Operator of Short Street Cakes and Teacher at Birds Eye Business Planning (Asheville, NC)
• Annie Philbrick, Bank Square Books (Mystic, CT) (Moderator)

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Developing a Business Plan - Putting All the Pieces Together (PDF)	173.04 KB

Session presented at Children's Institute 2014.

Book fairs can be a great source of revenue if you can keep them from being a drain on your resources.  How far in advance should you schedule in order to properly prepare?  How much inventory should you have on hand, and how do you choose titles and decide quantity?  Should you discount books, or offer a percentage of sales as cash back?  What kinds of events are helpful in driving book fair attendance?  What organizations, other than schools, make good book fair partners?  This session will give you the keys to grow your book fair business in your store, at schools, and elsewhere in your community.

Attachment	Size
Politics & Prose Book Fair Guidelines (.docx)	38.56 KB

Whether you need business capital for a store redesign, expansion, or to open a second location, this session will help you to think about non-traditional options to acquire the capital you need. From social media campaigns to community involvement, there are a growing number of new options beyond the bank loan.

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Considering Alternative Financing (PDF)	505.45 KB

Geno Church, Word of Mouth Pathfinder from Brains on Fire, will lead an interactive workshop created to help booksellers spark and sustain word of mouth marketing. Learn how to make people fall passionately and madly in love with your store, and how loving your customers can result in not just building a thriving community, but also drive meaningful conversations and, ultimately, the financial success of your business. This session will also be offered on Friday from 10:30 a.m. - 11:45 a.m. 

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Word of Mouth Movement Diagram Linked by Passion (PDF)	68.39 KB

Edelweiss is a program that provides value to both booksellers purchasing titles for their stores and sales reps.  This session will explore the ways Edelweiss can both optimize and streamline the buying process and facilitate better communication among booksellers and reps.  Robert Sindelar, Managing Partner of Third Place Books, with stores in Lake Forest Park and Seattle, will moderate the session. 

Attachment	Size
Edelweiss+ Best Practices (pdf)	943.26 KB

This basic course for new booksellers and those interested in a refresher will provide best practices for handselling in the era of showrooming. A panel of experienced booksellers will explore not only placing the right book in a customer’s hands but also about how to close the sale. The session will conclude with the opportunity to see expert handsellers in action.

Attachment	Size
Handselling: Customer Service with Results (PDF)	318 KB

Putting your store in the media spotlight and keeping it there does not have to cost a lot of money. In fact, it doesn't have to cost you anything at all beyond usual staff hours. This session will focus on how to take advantage of free media outlets to market and promote your store.

Attachment	Size
Free for the Asking - Marketing with PR and Social Media In Mind (PDF)	110.94 KB

Have you ever wondered what your customers think about your store or how they view you compared to your competition? In this session, find out how to create and execute customer surveys that will help you learn more about your customers and develop more effective strategies to meet their needs. This session will outline the "nuts-and-bolts" of how to do customer surveys -- including how to frame questions, administer the survey in your store and online, and analyze the results.

Attachment	Size
How To Conduct A Customer Survey Introduction (PDF)	523.07 KB
How To Do a Customer Survey: Common Questions, Complaints & Responses (PDF)	188.52 KB
How to do a Customer Survey: Option Guide (PDF)	195.15 KB
How To Do a Customer Survey: Talking Script & Sample Letter (PDF)	200.96 KB