Toni Hetzel (sales representative at Penguin Random House), Caroline Green Christopoulus (gift and book buyer at Malaprop's Bookstore/Cafe), and Pete Mock (book buyer at McIntyre's Books) are experts at pitching books and gift items. Listening to customers, discerning their needs, and suggesting the best match is an art form that, when mastered, results in bigger and better sales. As we head into the biggest retail season of the year, what better time to listen to these veterans share their tips and tricks to profitably connect with your customers?