Accountabilitity is definitley an issue. If a store does not hit their quota, it is okay as long as you provide the best customer service. If a Retail Wireless Consultant (RWC) does not completed their job as expected, it is a requirement that the Manager have conversation as to "why" and offer some recommendations and even some flexibility. If the RWC continues after several conversations with the Manager, upper management will ask the Manager if he/she did their part. There is very little accountability for the RWC. The company babies them with contest and offers unnecessary support when some the RWC are unappreciative and know that it difficult to get them fired. If a RWC does hit their quota, they can pretty much get away with anything (follow whatever sales process they want, decide if they want to charge an activation fee or not, charge the wrong prices for phones, etc.) RWC's are given many opportunities to improve and keep their jobs.
It seems like the RWC's have more power than management. For example, the company changed the commission structure to grow it's customer-base. Due to the complaints, corporate changed it to accommodate the sales team after the sales team have been coached that they have to change their sales strategy. The RWC's did want to utilize a new sales process in the store and most still don't use it after 2 years of training.
