This document provides guidance and tips for sales associates at a pro shop. It emphasizes the importance of excellent customer service and upselling additional products to customers. Some key points covered include: always being helpful and willing to assist customers; talking to customers about other products when helping them; using popup reminders to prompt asking customers about special products of the day; and ensuring excellent customer service by using customers' names and going above and beyond for them. It also lists upcoming local events and birthdays/holidays for the week.

1. Customers are willing to pay
more for a better experience
than pay less for a
mediocre event.
Therefore deliver the
best customer service
is essential for keep-
ing our customers.
One should always be
willing to help a cus-
tomer our with any of
their needs. When as-
sisting the customer a
Sales Associate should
talk to them about oth-
er products and try to upsell
to the customer.
Upselling is not the attempt
to be that pushy used car
salesman but to get the prod-
uct out to that person.
Upselling can be anything from
game day pins, programs, novel-
ties, hats, jewelry
and much more.
We also have
pop ups on
game days that
will alert and re-
mind you to ask
the customer for
the specific prod-
uct of that day.
Be sure to ask be-
cause you’ll never
know if you never
try. Soon and enough you will be a
Sales Associate pro.
Along with upselling be sure to
deliver excellent customer service.
Try to use their names if and
when possible and always deliver
that top notch customer service.
The 4 Steps of
Customer Service: Go Above and
Beyond; UPSELL,UPSELL,UPSELL!
Life as a legend
You don’t have swagger like the pro shop
L e g e n d s H o s p i t a l i t y — C l e v e l a n d B r o w n s P r o S h o p
Wednesday June 17th
2015
Going Above and
Beyond
1
Music Video Poll 2
Top 100 Songs 3
Top 100 Songs 4
What’s Happen-
ing in Cleveland
5
Product Spotlight 6
Special Events,
Birthdays, Holi-
days
7
Quote of the
Week
7
Inside this
issue:
Volume 1, Issue 7
Published by:
Samantha Stepp

2. Page 2
As some of you may know last season we made a music vid-
eo to Taylor Swift’s hit song Shake it Off. (Watch Here) This
season we are making another one but I need your help!
From now until August 1st I am asking that
you email me song names that you would
all like to dance to! After August 1st I will
make a poll of all the requested songs and
the song with the most votes will win!
Put your thinking caps on and start practicing your awesome
dance moves I will shortly start recording for the music vid-
eo!
Check out the next pages for Billboards Top 100 Right Now!

3. Page 3
1. See you Again—Wiz Kha-
lifa ft. Charlie Puth
2. Bad Blood—Taylor Swift ft.
Kendrick Lamar
3. Trap Queen— Fetty Wap
4. Shut Up and Dance– Walk
the Moon
5. Want to Want me– Jason
Derulo
6. Uptown Funk—Mark Ron-
son ft. Bruno Mars
7. Earned it—The Weeknd
8. Hey Mama– David Guetta
ft. Nicki Minaj, Bebe Rexha
& Afrojack
9. Honey, I’m Good– Andy
Grammer
10.Sugar—Maroon 5
11.Cheerleader—OMI
12.Talking Body—Tove Lo
13.Nasty Freestyle—T– Wayne
14.You Know You Like it—DJ
Snake & AlunaGeorge
15.Watch Me– Silento
16.Post to Be—Omarion ft.
Chris Brown & Jhene Aiko
17.Love Me Like You Do—
Ellie Goulding
18.Worth it—Fith Harmony ft.
Kid Ink
19.Where Are U Now—
SKrillex & Diplo ft. Justin
Bieber
20.Thinking out Loud—Ed
Sheeran
21.The Hills—The Weeknd
22.Lean On—Major Lazer &
DJ Snake ft. MO
23.This Summer’s Gonna
Hurt—Maroon 5
24.B*** Better Have my Mon-
ey—Rihanna
25.Fight Song—Rachel Platten
26.Dear Future Husband—
Meghan Trainor
27.Slow Motion—Trey Songz
28.Somebody—Natalie La
Rose ft. Jeremih
29.Girl Crush—Little Big
Town
30.Flex ( Ooh Ooh Ooh) -
Rich Homie Quan
31.Style—Taylor Swift
32.G.D.F.R.—Florida ft. Sage
the Gemini & Lookas
33.Elastic Heart—Sia
34.Buddapest—George Ezra
35.Take Your Time– Sam Hunt
36.The Night is Still Young–
Nicki Minaj
37.Blank Space—Taylor Swift
38.Shake it Off—Taylor Swift
39.Sangria—Blake Shelton
40.Bright—Echosmith
41.Kick up the Dust—Luke
Bryan
42.Photograph—Ed Sheeran
43.Chains—Nick Jonas
44.Sippin on Fire—Florida
Georgia Line
45.Be Real—Kid Ink ft. Dej
Loaf
46.Blessings—Big Sean ft.
Drake
47.Phenomenal—Eminem
48.Time of our Lives—Pitbull
& Ne-Yo
49.Don’t it—Billy Currington
50.Fun—Pitbull ft. Chris
Brown
51.One Last Time—Ariana
Grande
52.Pretty Girls—Britney Spears
& Iggy Azalea

4. 53.You Me Like You Mean it—
Kelsea Ballerini
54.Urma Thurman— Fall Out
Boy
55.Little Toy Guns—Carrie
Underwood
56.Wild Child—Kenny
Chesney ft. Grace Potter
57.Commas– Future
58.Ulay Oh—How I Became
the Bomb
59.Smoke—A Thousand Hors-
es
60.I Really Like You—Carly
Raw Jepsen
61.Love You Like That—
Cannon Smith
62.Classic Man—Jidenna ft.
Roman GianArthur
63.Baby Be My Love Song—
Easton Corbin
64.Like a Wrecking Ball– Eric
Church
65.Truffle Butter—Nicki Minaj
ft. Drake & Lil Wayne
66.Tonight Looks Good on
You—Jason Aldean
67.Crash and Burn—Thomas
Rhett
68.Diamond Rings and Old
Barstools—Tim McGraw ft.
Catherine Dunn
69.Wet Dreamz—J. Cole
70.One Hell of an Amen—
Brantley Gilbert
71.I Need Your Love– Shaggy
ft. Mohombi, Faydee, Costi
72.Lay Me Down—Sam Smith
73.The Matrimony—Wale ft.
Usher
74.Flashlight—Jessie J
75.Loving You Easy—Zac
Brown Band
76.FourFiveSeconds—Rihanna
& Kayne West & Paul
McCartney
77.How Many Times– DJ
Khaled ft. Chris Brown, Lil
Wayne & Big Sean
78.Stitches—Shawn Mendes
79.Crushin’ It—Brad Paisley
80.Know Yourself—Drake
81.Buy Me a Boot—Chris Jan-
son
82. Nasty—Bandit Gang
Marco ft. Dro
83.El Perdon—Nicky Jam ft.
Enrique Iglesias
84.L$D—A$AP Rocky
85.House Party—Sam Hunt
86.Energy—Drake
87. Kiss You in the Morning—
Michael Ray
88.Planes—Jeremih ft. J. Cole
89.Believe—Mumford & Sons
90.Young & Crazy—Frankie
Ballard
91.All Day—Kayne West
92.Everyday—A$AP Rocky
93.I Want You to Know—
Zedd ft. Selena Gomez
94.Renegades—X Ambassa-
dors
95.I Don’t Get Tired—Kevin
Gates ft. August Alsina
96.Hood Go Crazy—Tech
N9ne ft. 2 Chainz & B.o.B.
97.Eletric Body—A$AP Rocky
ft. ScHoolboy Q
98.You Changed Me—Jamie
Foxx ft. Chris Brown
99.Hell of a Night—Dustin
Lynch
100.Get Low—Dillion Francis
& DJ Snake
Page 4

5. Wednesday June 17th
 Shooter Jennings w. Waymore’s Outlaws @
Supper Music Box @ 6:00pm
 Tyler the Creator @ House of Blues @
7:00pm
 Music on the Market: Phil Keaggy @ 7:00pm
 Cleveland Indians vs Chicago Cubs @
7:05pm (Home)
 New Kids on the Block w/ Nelly and TCL @
Quicken Loans Arena @ 7:30pm
Thursday June 18th
 Kip Winger @ the Hard Rocksino @ 7:30pm
Friday June 19th
 Rockin’ on the River Concert Series: Battery,
Metallica Tribute Band @ 5:30pm
 Cleveland Gladiators vs Tampa Bay Storm @
Quicken Loans Arena @ 7:00pm
 Cleveland Indians vs Tampa Bay Rays @
7:05pm (Hone)
Saturday June 20th
 Clifton Arts and Music Festival @ Edgewater
Neighborhood @ 10:00am
 RTA Scavenger Hunt @ 5th Street Arcade @
10:00am
 4th Annual Vintage Police Vehicle Show @
Cleveland Police Museum @ 10:00am
 Run for #Rake @ Liquid @ 11:00am
 Summer Solstice @ the Cleveland Museum of
Art @ 8:00pm
 Loue Gramm of Foreigner w/ Special Guests
Starship ft. Mickey Thomas @ Hard Rock
Rocksino @ 7:00pm
 Bachelorettes Gone Homicidal—Murder
Mystery Party @ Frolic Cabaret @ 7:15pm
Sunday June 21st
 Father’s Day Car Show @ Stan Hywet Hall
&Gardens @ 9:00am
 Father’s Day @ Maltz Museum @ 11:00am
 11th Annual Gracious Gardens Tour @
Shaker Historical Society @ 12:00pm
 Cleveland Indians vs Tampa Bay Rays @
1:05pm
 Bowling for Soup @ House of Blues @
7:00pm
 Kevin Hart @ Quicken Loans Arena @
7:00pm
Monday June 22nd
 Cleveland Indians vs Detroit Tigers @
7:05pm
 Imagine Dragons @ Quicken Loans Arena @
7:30pm
Tuesday June 23rd
 Dinner in the Valley : Hello June @ Cuya-
hoga Valley National Park @ 6:00pm
 The Mowgli’s Concert @ Beachland Ball-
room and Tavern @ 7:00pm
 Cleveland Indians vs Detroit Tigers @7:05pm
(Home)
All Weekend
 6/19—6/21 Avon Heritage Duck Tape Festival
@ Veterans Memorial Parkway
 6/19—6/21 Big Lebowski Bash @ Game of
Mentor
Page 5
What's Happening this Week in
Cleveland
- Sports
- Music/ Live Entertainment
- Events, Festivals, Community
Movies/ Theater / Comedians

6. “Fun in the Sun” Necessities
Page 6
2015 Draft
39/30
$40.00
Staff Practice
Tee
$45.00
15 Practice Fly
3.0 Short
$50.00
Women's Train-
ing 940
$28.00
Stadium Fan
Top
$60.00
Stadium
Tempo Short
$60.00
Premium I-Dock w/ Re-
mote
$55.00
Cool 6 Cooler
$25.00
Gridiron Wrap 16 OZ Tumbler
$25.00
Cooling Towel
20.00
Game Day Shades
$10.00
BBQ Set
$35.00
Includes: Apron, Hot Pad &
Oven Glove
BBQ Grilling Set 3PC
$40.00
Unisex Big Logo Flip Flop
$10.00

7. Birthday’s, Holidays and Special Events
This Week!
June 16th—Fresh Veggies Day
June 17th—Apple Strudel Day
June 18th—Go Fishing Day/ Splurge Day
June 19th—World Sickle Cell Awareness Day
June 20th—Ice Cream Soda Day
June 21st—Fathers Day
June 21st—Go Skating Day
June 22nd— Chocolate Éclair Day
Thank you to all of our wonderful Fathers!
100 Alfred Lerner
Way
Cleveland, Ohio
44114
LEGENDS HOSPITALITY– CLEVELAND BROWNS PRO SHOP
(440) 891-7533
sstepp@legends.net
Building a legacy of powerful results
with the leaders of global sports,
entertainment and business.
Stay tuned
for next
week’s issue
Announcements
1. If you have any ideas/
stories you would like
to share email
sstepp@legends.net
2. Know of any nonprofit
groups? We will be
recruiting nonprofits
for game days shortly.
Talk to Samantha
about how to get in-
volved.
3. Who can get the most
customer service sur-
veys for June?!
4. Contest: What was
the top selling item
by revenue for the
month of May?
Email guesses to
sstepp@legends.net
Page 7
“"Happiness is the real sense of fulfillment
that comes from hard work."
Joseph Barbera