When the client asked for product training, the data pointed somewhere else entirely.
Tools: Articulate Rise · AI-Assisted Data Analysis · Performance Consulting · ElevenLabs · AI Image Generation
A three-location boutique chain was struggling to get new sales associates selling confidently within 90 days. The owner came to me with a solution already in mind. The analysis revealed the real problem had nothing to do with product knowledge.
Sample project. This is a fictional case study created to demonstrate my performance consulting process and instructional design approach. The client, data, and scenario are hypothetical.
THE PROBLEM
The ask was straightforward. The situation was not.
The boutique owner came to me with a specific request: new sales associates were taking over three months to sell confidently, and the team needed product knowledge training. Before recommending anything, however, I slowed down and asked better questions.
What those conversations revealed was a more complicated picture - and a solution that training alone couldn't fix.
From the discovery conversations:
Is the 3-month ramp-up consistent across all three locations, or are some seeing faster or slower results?
“Actually... Westport seems to get people going a bit faster. I hadn’t really thought about why until you asked.”
How do new hires learn your selling approach? Is it modelled, taught, or picked up through observation?
“Mostly by watching the experienced associates. We don’t have a defined approach written down anywhere.”
Is there anything you've already tried to address this? What happened?
“We tried a product training day once. It helped with product knowledge but didn’t really change how people sold.”
WHAT I FOUND
Three root causes. None of them were product knowledge.
No structured onboarding
What new associates learned in their first 30 days depended entirely on which manager they happened to work under. There was no shared standard across any of the three locations.
Managers onboarding inconsistently
The data revealed a clear manager effect. One manager's associates were reaching peak performance two months ahead of another's, despite selling identical products.
Brand story and selling approach never taught
Associates had product catalogues but no understanding of who the boutique's customers were, what distinguished the brand, or how a confident sales conversation was meant to unfold.
Average monthly revenue per associate by location · Same product catalogue across all three stores
“They hover near the products instead of approaching customers. They can tell you what something is made of, but they can’t really have a conversation about it.”
THE SOLUTION
Not a course. A system, in two phases.
Phase 1 builds the foundation at the manager level before any associate-facing content is deployed. Phase 2 delivers the structured learning experience that new hires were missing.
Phase 1: Foundation
Manager Onboarding Excellence Workshop
RECOMMENDED
A facilitated 2 to 3 hour working session where all three managers review performance data, surface and document the boutique's selling approach, and align on a shared onboarding standard.
Manager Coaching Guide
RECOMMENDED
A practical reference covering how to run milestone conversations, structure daily check-ins, and coach associates through their first customer interactions. Aligned with the 30-60-90 day plan.
Phase 2: Associate-facing learning
30-60-90 Day Roadmap
BUILT
A designed PDF advance organizer that new hires receive on Day 1. Defines milestones, manager check-ins, and expectations across all three phases of onboarding.
Rise Module 1: Who We Are
BUILT
A fully developed Rise module covering brand story, company culture, and customer profile. Universal for all new hires, with an embedded founder audio message from Maya Bloome.
Rise Module 2: How We Sell
RECOMMENDED
A role-specific Rise module covering the boutique's consultative selling approach. Pending a separate sales process documentation exercise.
DELIVERABLES
What was built
Rise Module 1: Who We Are - An Introduction to Bloome & Co.
Articulate Rise · ElevenLabs · AI Image Generation (Nano Banana) · 5 lessons · ~15 minutes
30-60-90 Day Onboarding Plan
PDF · Sample deliverable · 5 pages
GO DEEPER
Full case study
The complete narrative covers every discovery question and client response, the full AI-assisted analysis, and the detailed reasoning behind each solution component.
📄 Full case study narrative
PDF · Includes all discovery Q&A, data analysis, and complete solution rationale
