Comments on: Help Me, Commissioned Salesperson, You’re My Only Hope

By: Paul Ellis

Paul Ellis — Wed, 02 Apr 2008 15:51:42 +0000

I do think the layout of the stores in Best Buy is usually “better” and apparently that is enough to differentiate them. Why is it that every company thinks that they need to act like the Walmart/Southwest Airlines (low price, low quality/service) of their industry. As if that is the only successful business model in existence. Part of the reason I buy so much stuff from Amazon.com is because the service is so bad at brick-and-mortar retailers. User reviews, and other online information more than surpass the lowly high school kid trying to “help” me make a multi-thousand dollar purchase.

Here is my prediction: Circuit City will go under, and a few years afterwards some new store will open up that has really good service, and slightly higher prices. Kind of like how Target has gone kind of upscale vs Walmart.

By: Bob Caswell

Bob Caswell — Wed, 02 Apr 2008 15:50:17 +0000

Ah, the powers of marketing…

I couldn’t agree more on “in-store aesthetics.” I wasn’t sure if there was something specific about the color red that made it look inherently dirty. But Best Buy’s blue does seem cleaner and more inviting for whatever reason.

By: Chris

Chris — Wed, 02 Apr 2008 15:24:45 +0000

I feel your pain Dave. The loss of the commissioned sales person is a tragedy of the modern marketplace. Many people instantly think of the stereotypical used car salesmen when discussing commission based sales. People seem to forget that the idea behind sales is all in the customer service – by providing outstanding service to clients, they will return and do business again and again, a very symbiotic business relationship.

A lot of industries still have commissioned sales people, but it seems the direct to consumer salesperson population is rapidly diminishing. Let’s hope that changes.

By: Dave Shumway

Dave Shumway — Wed, 02 Apr 2008 13:56:05 +0000

I’ve read a lot of articles that cite Best Buy’s store locations and in-store aesthetics as a key differentiator, but it’s really hard to know for sure.

On the customer service front, even though the salespeople at Best Buy are fundamentally no different than those at Circuit City, corporate is at least SELLING them as qualified technical advisers (i.e., Geek Squad).

Granted, it’s almost 100% marketing, but my feeling is that it goes a long way to attracting the uninitiated.

By: Bob Caswell

Bob Caswell — Wed, 02 Apr 2008 13:04:00 +0000

Not that I disagree, but why do you think Best Buy is doing so well in comparison (considering it’s same level of customer service)? In other words, I’m not sure customer service is the answer to Circuit City’s problems if its main competitor is doing fine without it… But like you said, Circuit City’s gotta try something to stand out.

I’m all for customer service. In fact, last summer I did buy a new TV (from Best Buy) and was very close to making it an online purchase. The only thing that stopped me is that I did find one rep who actually knew what he was doing.