DISCUSSION QUESTIONS: Do you think Best Buy is likely to emerge from the experience of the last several months in a stronger competitive position based on its preliminary second quarter results and employee rehiring and pay initiatives? Where do you see opportunities for the chain to build its business going forward?
Interactive Edge’s CEO, Zel Bianco comments, featured on RetailWire’s Braintrust :
Pleasant, knowledgeable frontline workers are likely the most important connection to sales, whether it is Best Buy or any other retailer. Clearly, Best Buy sales associates need to have the technical knowledge to help shoppers wade through the wide range of choices and prices. I believe a reasonable level of knowledge should extend to all retailers who want shoppers to walk out happy.
I happened to run into a Walmart recently to buy a heavy duty extension cord and after asking three different associates for help, I gave up. I looked up what I wanted on my phone and actually showed the associates that there were four of the brand I wanted in stock, but could not get a straight answer. I realize that not every associate can be perfect, so off to Best Buy I went.
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