Pete Shau from The RTO Show Podcast sits down with APRO member Mustang Enterprises Inc., dba Hometown Rental Purchase Store Manager Angelica Felix-Tomas, to explore how a self-described “silent” sales associate became a confident, community-minded producer – and what that means for the industry’s pipeline of new talent. Angelica’s journey from restaurant work to retail shoes and into rent-to-own (RTO) reveals an uncomfortable truth: many great hires won’t look “outgoing” on day one. With the right support, they can still thrive, lead, and lift store performance.
The Case for Quiet Salesperson Training
Angelica didn’t enter RTO to “sell” – she entered to learn. Early on, she wrestled with shyness, limited socialization, and on-camera anxiety. What changed her trajectory wasn’t a hard sell script; it was a supportive culture, consistent mentorship, and deep product training. When she can explain why a dryer auto-adjusts to a washer’s load or how a smart TV streams Xbox without a console, customers trust her – and buy. That confidence is teachable.
Her advice to hiring managers: look for drive and care over volume. Ask what a candidate wants to learn, how they hope to grow, and whether they show authentic interest in customers’ needs and values. In her experience, the associates who remember names, follow up thoughtfully, and tailor solutions – rather than dominate conversations – build the longest relationships.
Angelica also spotlights creativity as a growth lever. Younger associates can energize floor sets, advertising, and social content when leaders give them room to experiment. Comedy on TikTok, bilingual showroom walk-throughs, and simple “we can deliver today” moments can all spark engagement – especially when paired with clear product education. AI tools can help edit or summarize, but the human connection still does the heavy lifting.
Industry events matter, too. After attending multiple shows (Heartland of America Tradeshow, RTO World, and others), Angelica says her understanding of RTO “opened up.” Classes that compare past practices to present realities, vendor floors that reveal new features, and hallway conversations with peers all add up to motivation and new ideas to bring home. For newer teams, that exposure can accelerate confidence as much as any in-store module.
Angelica is candid: leadership will require more training, but she’s ready. That’s the lesson for owners – invest in the “quiet” ones. With structured mentorship, product fluency, and creative reps, they become the steady voices customers trust and the leaders your next hires will follow.
Listen to the full episode of The RTO Show Podcast, proudly sponsored by APRO, on Spotify or watch it on YouTube.
