Explain to me how expertise at retail sales is related to the design of computers or writing software.
Going from janitor to executive involved night school, motivation and perseverance. If an Apple Store employee wants to move into computer design or software engineering he needs education and to re-apply at this very different part of the company.
I see no problem.
Expertise in a customer-facing position involving a fairly high degree of product knowledge informed from the customer perspective is an invaluable thing. Microsoft could have used an army of such individuals over the decades, but clearly did not.
Customers actually do make the go or no go decisions, ultimately. Might want to listen to them.