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Best Buy is rolling out in-home consultation

By David Matthews ยท 9 replies
Aug 30, 2017
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  1. Best Buy isn't just interested in selling you gadgets in their stores. They are introducing a new free service in which a salesperson will come to your home and make recommendations on various technology and services. According to the Associated Press, the service is already testing in five markets with more to come in the near future.

    The way it works is that when customers ask about certain products while in-store, a salesperson will suggest an in-home consultation. The topics discussed during the home visit typically involve recommendations for products and gadgets in addition to services such as Geek Squad for installations and repairs. The consultant will typically work off of a set hourly rate or salary instead of commissions.

    If this sounds familiar, that's because Best Buy was piloting a free in-home tech consultation service last year. This new service may simply be an expansion of the previous pilot program.

    Best Buy CEO Hubert Joly said the in-home service is a way to "unlock" customer demand. Internal studies have shown that more people spend time at home shopping than at the store.

    The external data seems to bear that out as well. A 2016 survey from analytics firm comScore found that consumers make 51 percent of their purchases online, up from 48 percent in 2015 and 47 percent a year earlier.

    The same comScore survey also found that the use of smartphones to make purchases has increased to about 44 percent (as of 2016). Consumers already have the ability to order things using Alexa on Amazon's Echo products while Google and Walmart recently teamed up to add voice-activated shopping on Google Home.

    While Best Buy is still the nation's largest consumer electronics retailer, even they have felt pressure to address the growing trend towards online shopping. Former competitors in the electronic retailer space such as Circuit City and hhgregg have succumbed to changing trends in consumer electronics spending as well as the meteoric rise of Amazon as a juggernaut in the retail space.

    The shadow of Amazon looms large over traditional brick-and-mortar stores like Best Buy. Consumers are turning to online shopping while using physical stores merely as a showroom. Amazon's dominance in online shopping is made more prominent by its penchant for deep discounts and free two-day shipping with Prime.

    Best Buy's profits have rebounded due to strong sales of smart home devices, smartphones and appliances. However, it's unknown if this new in-home consulting initiative will continue to spur profit growth when it seems most people would rather not be bothered by a salesperson at all.

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  2. TomSEA

    TomSEA TechSpot Chancellor Posts: 3,129   +1,635


    Best Buy reps would be the LAST people I'd let into my house to "assist" with technology recommendations.
    bmw95 and Matthew like this.
  3. Skidmarksdeluxe

    Skidmarksdeluxe TS Evangelist Posts: 8,647   +3,286

    That's because like myself, you consider yourself a bit tech savvy but you'd probably be surprised how many people would like and even require something like this. I reckon a lot of people.
    gusticles41 and dms96960 like this.
  4. ikesmasher

    ikesmasher TS Evangelist Posts: 3,050   +1,384

    which I completely appreciate, except that best buy reps, in my experience, either have blatantly incorrect information, or intentionally distribute incorrect info to make sales.
  5. Skidmarksdeluxe

    Skidmarksdeluxe TS Evangelist Posts: 8,647   +3,286

    I guess that is something you'd know but not being an American, I've never had any dealings with Best Buy but I have had a lot of dealings with other franchises whose reps are exactly the same as as per your description of Best Buys.
  6. indiferenc

    indiferenc TS Booster Posts: 47   +51

    Oh god best buy reps are flat out liars/ the least knowledgeable people when it comes to tech. I hope this fails spectacularly
  7. Nadaud

    Nadaud TS Rookie

    I like the selection at Best Buy, but every time I go there to purchase a new console I have to try and sneak to the registers so that I don't get caught by one of the employees...they always come up with something to tell you about how "you'll need a warranty," hassling you when the system you're buying has a very low failure rate.
  8. wiyosaya

    wiyosaya TS Evangelist Posts: 4,119   +2,406

    An old friend of mine once told me that he told a rep at a similar chain who was trying to push an extended warranty - "If you are so sure it is going to break, then I am not going to buy it." That shut the rep up. IMO, an awesome retort for the pesky warranty pushers. :)
    Last edited: Aug 31, 2017
    dms96960 likes this.
  9. gusticles41

    gusticles41 TS Evangelist Posts: 433   +509

    You guys are thinking they're going to pull in-store sales employees off the floor and send them home with customers...not the case. They'll be actual tech-savvy people that work in the higher ranks of Geek Squad. Yes, these people actually exist in the company.
  10. wiyosaya

    wiyosaya TS Evangelist Posts: 4,119   +2,406

    Wishful thinking, I think. I still would not trust them over the employees of my favorite local A/V store as they are still BB employees probably with directives to hard-sell even if they are "higher ups." Some people will fall for it, I am sure, but the tech savvy will probably have nothing to do with these guys even if they are "higher ups."

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