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Wakefit is a leading Indian furniture and home retail brand that operates a large network of physical stores nationwide, offering a wide range of furniture and home solutions. With high-consideration purchases such as sofas and beds, the brand serves customers making significant buying decisions that require knowledgeable guidance and consultation.
As the organization scaled, maintaining consistent sales excellence across a growing retail network became increasingly difficult.
Sales teams were managing increasingly complex product portfolios with frequent pricing and offer updates while handling diverse customer queries across different purchase journeys. The quality of customer experiences varied significantly from store to store, particularly for high-value purchases where guidance mattered most. Product knowledge and selling confidence differed among store staff, creating inconsistent outcomes. Traditional in-person training was time-consuming and difficult to scale across locations, especially with real-world constraints such as constant customer interruptions and limited time.
The retailer partnered with Cuebo to modernize its sales enablement approach through a structured, digital-first learning framework designed for the realities of retail environments.
Scenario-based learning from real interactions: Instead of classroom-style training, learning was built around actual customer conversations and objections that sales associates encountered daily. Sales associates progressed through difficulty levels that helped build confidence over time, starting with foundational interactions and advancing to complex, high-value consultations
Mobile-first, shop floor learning: Learning happened directly on the shop floor through mobile devices where reps could practice in noisy and busy environments, fitting into the daily workflow without disrupting operations.
Gamified engagement: Competitions encouraged associates to beat their scores and challenge each other, creating excitement and sustained participation. Scenarios showed the monetary impact of better performance, helping reps see the direct connection between practice and real sales outcomes.
This approach ensured learning remained relevant, actionable, and immediately applicable
The shift to structured, scenario-based enablement delivered significant measurable improvements across the stores:
Beyond the metrics, sales associates felt more confident on the shop floor, store managers saw more consistent performance across their teams
Scenario-led learning made practice feel authentic and relevant. Quiz-based reinforcement strengthened retention while gamified elements and performance challenges encouraged ongoing participation even during busy store days. Most importantly, Cuebo was designed for real retail environments, accounting for noisy stores, limited connectivity, and the constant interruptions that are part of everyday retail life.
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