Best Buy & Geek Squad Policies

[Michael1975]

Today I went in to purchase a laptop (Best Buy Legacy,San Antonio). I knew what I wanted and had cash on hand to pay. I asked the associate if he had it in stock. He said "yes" and went to retrieve it. While I was walking with him he starting asking questions like, "So what made you want a laptop?", So I answered, "just cuz I want one, my wife has one so I thought id get one." Then he asked if I needed any spyware or antivirus. I said "no." Once he got my laptop he asked me to fill out a GeekSquad form. I asked why do I need to fill this out and he told me "because its something we have to do." As I looked at the paper I noticed price bundles for services. I told him right there that I'm not looking for an in store warranty because if it breaks its no big deal I'll buy a new one.

 he continue to ask me about how I connect to the net, and I said, "through broadband with roadrunner" (why is it any of his business) then he said we offer a set up service." I said, "No thank you" Next question, "so what are you going to use this for?" (this was getting annoying) so I said "music editing." The he asked again about what I used for firewall and anti-Virus... I told him why does it mater, then he proceeded to tell me a long story about how his laptop got messed up blah blah, we offer this service to clean to clean it out if..." I said, "No thank you" "so, how do you plan to use it?" again he asked.  I said, "look I don't want an up sale, can I just have my laptop so I can pay for it. (I was about to walk out)

Next he was "well we offer a restoration service since they don't come with restoration disk." And then I said  they came with a restoration utility (cuts me off) he grins and shakes his head like a jerk and says "no it doesnt..., we offer..."


After that I said can I pay for this now?!? then he walked it over to GeekSquad where i paid and left. It was a very uncomfortable experience and wont ever ask an associate for help ever again. I feel sorry for people who give in to these scare taticts. I understand they help, but he didn't get the hint.

[MagnoliaPro]

Hi,

I know the associate was asking you all of those questions because many people do not know exactly what they want and those lifestyle questions that are asked help to better understand what product will fit you best. For instance, someone who wants to do a lot of music editing might be interested in something similar to garage band on a Mac which an employee would not be able to recommend or suggest if they didn't ask.

As far as being "pushy" for lack of a better word with the rest of the sale, its too bad that some employees sell that way, but I know he gets pressure from his management to offer it all and make sure that he mentions all the options that are available to you. It's good that you at least got your lap top and were able to use it.

just remember that the employees ask these questions to make sure you get exactly what you need and so you don't come into the store saying that they didn't at least offer everything to you wanted something that was not offered. Also they want to make sure you are happy with your purchase and everything works the way you want it to.

[MobileExpert]

Magnolia hit the nail on the head. We're required to do all that. It's our job. We do our job as best we can. Even if someone keeps saying no, they will sometimes hear something they think they might need. Also, PCHO is the highest revenue department, and services are very profitable. To be in PCHO, you usually have to start in another department and work your way there. When they see you know how to sell, only then can you move.

It does beat going into Wally world, where the definition of a good employee would be one who knows the difference between a CD and a DVD.

[SlimJim77]

Michael...the guy was just doing his job. Just politely refuse the services and be merry.

 I fail to see why this interaction warrants such anger.

[KeithP]

Suggestive selling is a good thing, but once someone says no, do not keep on. Continuing on with people that do not want them no matter what, is just going to upset them, no matter how good the intentions are. Once the customer says "that is all" or "nothing else" they want, its the end of any more selling without the customer being irritated etc. no matter how good the intentions are. I realize a PSP or something else appropriate may be suggested, as one thing does and should be suggested, one thing and only once (total, not for every single thing that is being purchased) at most after your customer has made it clear that is all. Most realize suggestive selling is going to happen at least once, but after that it is no longer appropriate or helpful when the customer has given a strong indication it is not welcome, it is irritating and upsetting. After all, you have just totally ignored what your customer said. What do you think and feel when someone ignores you?

Balance the business needs with the customers needs and both will come out better. Tip that balance slightly, and one is not going to be as happy in the end. Tip that balance heavily, one will not be happy at all, and neither will be better off. This applies to the consumer (I know many will try to tip the balance too far in their favor as well), as well as the business.

[wazup480]

I do actually understand the complaint here. There is a fine line between selling a PSP or optimization, and coming on too strong. You should always mention the plans until the customer cuts you off and becomes annoyed. You can't sell a PSP if they don't even buy the product. When I worked for BB that was one of my major gripes is we had an OPS Manager who would tell everyone to get the customer to tell them no 3 times. I don't know how many customers would actually want to complain for harassment. I found I sold more by being direct and to the point, if they said no, then I'd move on and get another customer, and I sold way more than people around me.

[MobileExpert]

We are trained to overcome objections, though. I once had a sup who would come over after every sale, and if the customer didn't buy the PSP, she'd ask why. I would usually tell her that the customer just didn't want it, and that was the truth.

Understand that I'm not saying I practice this strong selling, but I do know employees who do, and guess what? They always have the highest sales numbers. While it may irritate a few customers, it informs most, and without the information, they wouldn't purchase the PSP or whatnot.

Take the PSP for example. Many people have had bad experiences at other stores with "extended warranties", so they instinctively say no when they think they realize what they are being offered. I have had many customers like this, but after I explain the benefits, they end up getting it.

[SlimJim77]

Nice post, BBY.

There isn't any successful enterprise that takes the first no as a REAL answer.

[Starflyer59]

Once a customer says NO then that should mean NO. I understand they are trained to push the extras and I understand that. But sometimes they are more concerned with pushing the extra stuff instead of just selling the customer what they want.

Recently I was in a BB I was just killing some time because my wife was next door at Toys b us. I was just looking at the laptops with no intentions of buying one. The guy just went on and on and on about all the services that GS offers on laptops. I told him that I have been a IT Professional for 20+ years and I repair my own computers and I very rarely ever buy retail and have no intentions of buying  a laptop.

It went in one ear and out the other. He just kept on and on and on about how great GS was and how I really needed these services for a laptop that I was not going to buy.

I finally walked out and went and sat in the car until my wife was done shopping at toys b us.

When a customer tells you no they are not interested then you should stop.

When we shop for things like a car or furniture I tell the salesman up front. If you harrass me and try to sell me things I don't need and do not want then I am walking out the door.

We had a furniture salesman that stalked us one time and we finally told him "we asked you to give us a few minutes to talk about our purchase and you continued to follow us around the store, so we are leaving"

He lost a $2000 sale that day because of his pushy sales.

[NicolleHTPRO]

There is a fine line between pushy sales/something you MIGHT really need. Like others have posted, we are trained to asked questions about what you want. So based on what you tell us, we hook you up with the right product.

And in terms of selling psp's... its something that customers over look because they think "Best Buy just wants my money." And thats not true. You really gotta protect your stuff these days.. and I dont like to start my morning off with a customer yelling at me over the phone because they didnt get a psp and they bought there product 6mos ago... and theres only so much best buy can do at that point.

Oh well.

Kill em' with kindness!