Their sales people used to be pushy when they were all on commission, this is no longer the case though and they're actually too tame now to the point it's clear they just don't care.
If I was a brick and mortar and wanted to distinguish myself with online I'd look towards my people as the number one differentiator and providing the best customer experience possible. If Best Buy (and other traditional stores) want to survive they should do whatever it takes to give the best user experience and bend over backwards to show they care about relational selling and maintaining their customers longterm.
Customer experience doesn't just involve having nice reps that are pleasant to interact with but they should also be knowledgeable on the products they're selling - for this to work commissions and/or increased pay would be necessary and would be a short-time expense for a longtime payout with customer satisfaction and loyalty.
Personally, I still get a little excited walking into a Best Buy but by the time I'm a few feet in I'm immediately frustrated (and generally a little angry) after my interactions with the reps.
> Their sales people used to be pushy when they were all on commission. . .
And they still are, for the things they still earn commission on. It's amazing how pushy I've had people in blue polo shirts get about trying to sell me extended warranties.
If I was a brick and mortar and wanted to distinguish myself with online I'd look towards my people as the number one differentiator and providing the best customer experience possible. If Best Buy (and other traditional stores) want to survive they should do whatever it takes to give the best user experience and bend over backwards to show they care about relational selling and maintaining their customers longterm.
Customer experience doesn't just involve having nice reps that are pleasant to interact with but they should also be knowledgeable on the products they're selling - for this to work commissions and/or increased pay would be necessary and would be a short-time expense for a longtime payout with customer satisfaction and loyalty.
Personally, I still get a little excited walking into a Best Buy but by the time I'm a few feet in I'm immediately frustrated (and generally a little angry) after my interactions with the reps.