Delivering Customer Delight in 2,000 Retail Stores


A major wireless telecommunications company needed to increase sales and improve customer service at their 2,000 retail stores across the United States. They had already worked for more than three years with two external consulting groups and their own internal resources before turning to The Elkind Group.


Vision and strategy. We worked with all stakeholders to clarify the vision and align on the key sales and service skills for front-line Retail Store Associates and the key coaching skills for Retail Store Managers.

Customized training and coaching. We scripted and directed the production of extensive video documentation of all key sales, service, and coaching skills. We designed and developed customized sales and service training for Associates and customized coaching training for Managers. Then we trained and certified company trainers to deliver both programs.

Performance assessment. We developed detailed assessment instruments including a Knowledge Check, Behavior Simulation, and Skill Demonstrations.


In less than six months – and for a small fraction of previous expenses – our client was able to implement a complete performance solution for their retail stores. Their ongoing assessment finds that the consistent application of the new sales and service skills is directly linked to significant improvements in store-level performance.

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