In this case, performance analysis demonstrated that all of the key ingredients were in place: a recognizable and trustworthy business name, an effective marketing and advertising campaign, and, the phones were buzzing. But the reps answering the phones weren't making sales. Needs analysis showed that the CSRs weren't using basic selling strategies, let alone best practices. Based on the analysis, Performance Courseware projected that the training could generate one new job, per CSR, per working day—an additional $3,000,000 in revenue per year. Once the audience was evaluated, a traditional classroom training approach was selected and implemented. Also, knowing that training alone can't be expected to change behavior on the job, a mystery shopper program was rolled out, both with new incentives and new minimum score standards. The success was proven at five progressive levels. Participant reaction, learning, behavior on the job, business results, and finally, ROI. The sixty participants rated the program very good on average. There was a 25 percent average gain from pre-test to post test, an 84 percent compliance with the mystery shopper program, and, most important, a 3.1 million dollar increase in revenue the first year after the training. Bottom line, the customer realized $115 in additional revenue for every dollar spent on training.