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Upscale Retailer Tailors Onboarding Training to Include Leadership Development

About This Project

How do you develop a customizable retail sales and customer service training that supports new hires, develops department managers, and prepares for a new store opening all at the same time?

When a major upscale retailer needed a training solution that wasn’t one-size-fits-all but would accomplish all three needs for a larger learner audience, they decided to take a new approach.

They needed to update an older in-person three-day training course with digital learning that would engage employees while reducing seat time and could be fitted to meet the needs of representatives at multiple store locations.


AllenComm designed a blended learning solution to take the best of both in-person learning and web-based training to create an experience that was flexible, engaging, and realistic. The instructional sequence included self-guided elements and was customizable based on the audience and needs. The team used real-world scenarios to create multiple simulations to provide skills learning and practice for critical customer service interactions on the sales floor.


  • Increased new employee on-the-job readiness
  • Decrease the off-the-floor facilitator and employee time by 60%
  • Decrease total training hours from 24 to 10


“This training has been well received at all levels of our organization. We are getting feedback that this training takes the learner experience to the next level. Learners love the fact that they have the opportunity to interact with our customers earlier in their training journey. One of our main objectives was teaching our specialists to be resourceful, and this training does just that!”