Attention Best Buy shoppers

Raiderhater · 08-09-2001, 04:06 PM

I could use a little feed back from those of you have shopped in Best Buy. More than likely you have bought an item that qualified for our two year product replacement plan, if so did you buy it? If so why? If not why? What did the cashier say or do to sell you on it?

I am at my wits end, I have been having trouble selling these d@mned things since I began, and now I am in a slump that has me doing even worse. And if any of you happen to be salesmen/women I'll gladly listen to anything you have to say as well.

While I personally don't make money off of it, it is still important because the company wants them sold, and right now I just can't do it. So any help you can give would be greatly appreciated.

Hader,
extremely frustrated right now

**Dave Lane** · 08-09-2001, 04:34 PM

First let me state that the reason they love to sell these things is because they make HUGE money off of them, they are a horrible waste of money and something you never want to consider buying (unless its free). I could go on and on about why its such a bad deal but trust me, I used to sell these myself for my Company and loved the extra profit.

Basically there are two ways to sell these ESP (Extended Service Plans). First the assumative sell. Assume that "everyone" buys them. "Oh sir, great this item has the ESP that everyone always gets because of _______ (your best reason) and its on special for only $xxx.xx more. You'll want that."

Second the paranoid sale of FUD (Fear, Uncertainty and Doubt a favorite of IBM) "Well you know sir we had a unit just like that today that came back defective just out of the warranty and he had to throw it away and buy a new one just 10 minutes ago. (you can vary numbers of course) Or the positive flip side which is we just replaced his with a new one at no charge.

Best shots on these and good luck

Dave

Nelson Muntz · 08-09-2001, 04:34 PM

Just what exactly are you talking about?
the only thing i buy there are cd's and playstation games

htismaqe · 08-09-2001, 04:42 PM

My parent's bought a computer at WORST BUY once...never again...

I don't buy anything there now, since I can get PS2 games at Wal-Mart using my wife's 10% discount, and I can get computer games online for a better selection and price...

Stryker · 08-09-2001, 04:42 PM

I personally have never bought an "Extended Warranty" because that means that I went in to buy the item/s because it was the lowest price and now I need an additional charge to protect that item (aka more money).

I had to sell these things when I worked for Computer City and actually had success selling them because PCs are expensive and I feel it gave the customer further insurance for his/her purchase. The sales people did get a commission for selling it so the motivation was there for the saleperson to sell it.

Selling is an art and the approach to selling the protection plan takes skill. I believe that most consumers feel that the need for such things is ludicrus since most items are backed by a manufacturers warranty and if the item lasts past this warranty then it will probably not give that consumer a problem thus, why buy an additional warranty/insurance.

Circut City is a prime example. I have bought everything from headphones to telephones to vaccuums from this place over the past 8 years and have never bought a warranty or had a bad/defective product. In selling, I can understand if a consumer declines to purchase this extended agreement because quite simply, I would not either.

However, if the salesperson gets something for selling the "protection plan" or whatever you wish to call it then, the motivating factor of more "money" for the salesperson is there to "sell" it.

Bottom line is training. A good training program to teach salespersons or cashiers how to install into the consumer the benefits of purchasing this plan is priority one. Remember, you can sell a million items through your store with 110% customer satisfaction but let one customer "feel" he/she got screwed and brother look out.

~ Hope this helps.

**Bwana** · 08-09-2001, 05:33 PM

Take a pass on the Extended Warranty! If it's electric and it works for the first 30 days, it will work a long time. Total waste of money. If you want to get the sales person off your back just answer "Are you telling me this product isn't good enought to last more that a year?" "Perhaps I should consider not buying it then?" Shuts them down every time. Same goes for the extended warranty if you are buying a car or truck. (Helpful hint from your board auto broker) Those dealerships pay a small price for those things and have a HUGE mark up when they sell them to you. What's worse is buying on of those "croke and choke" policys at the dealership when you buy a car. You know the line "What happens if you die and the car is not paid for, this will pay it off." Once again, huge mark up and you get hosed. A 100,000 life insurance policy is a lot cheaper!

Clint in Wichita · 08-09-2001, 05:36 PM

I never buy them because most products come with a manufacturer's warranty.

If retailers would give you at least a portion of the money back if you DIDN'T use the warranty, I'd consider it.

Also, repairs cost less than the warranty in many cases.

bishop_74 · 08-09-2001, 07:03 PM

I used to have to sell those damned things when I worked at CompUSA. Man it sucked. It was the only way to make any money because they are PURE profit!!! Well, I'll tell ya what, 20/20 did a show that basically trashed the extended warranty and said that they were worthless (and they are pretty much right) and it screwed us all. I had to start discounting what I sold all most to cost just to pawn off the extended warranty plan.

I come to find out later, that the extended warranty I was selling to people were sooooo crooked, that when you called in to make a claim, they listed all of the options that you could utilize on your plan, EXCEPT... the one to claim on your plan. It was there, but it wasn't listed. So legaly, they could say that they did have that option, but unfortunately the poor sucker that called the phone # wouldn't know what # to push to get the information to get their product fixed. I quit shortly after that. What a bunch of crooks.

**Rausch** · 08-09-2001, 08:19 PM

I would rather spend another $250 on a "name brand" item (sony, pioneer, Apple, IBM, etc...) than buy a "cheapie" brand and pay an extra $75 for an extended warranty...

Rex's, Best Buy, Circut City, Staples, Wally world, and other similar discount chains sell the same level of crap that you DON'T want to purchase. Wally world occasionally carries the top brands at cheap prices, but the evil that they have brought to this world persuades me from throwing them any more cash than is absoultely necessary.

Raiderhater · 08-09-2001, 08:32 PM

The replacement plans we offer are supposed to be different than extended warranties, they cover more and you do actually cash in on them if there is a problem (I just had a gal yesterday, and one today replacing items with their plans). I do believe that these are good plans in some cases (I don't agree with the $5 ones on a $15-20 items), and I don't make a dime for selling the things, nobody at Best Buy works on commision. The idea is that if we aren't working for ourselves, than we are working for the customer, but I am learning that isn't quite true. I mean it is, but we are also working for the company, who puts a lot of stock in numbers, making the stores very competitive against each other meaning we push some things on customers when they don't really want it (MSN ISPs are the very best example, but don't get me started on that issue).

And the mark up on these plans are staggering. When i bought my car stereo I got the service plan to go with it, and because of my employee discount (5% over cost:D) what is normally a $40 service plan cost me 6 some dollars (why not get the d@mned thing at that price?). So it is understandable why the company pushes the PRPs and PSPs, the problem is the pressure we have to maintain a certain level of sales. We are expected to have so many dollars worth in PRP's (and PSPs as well, but those are not as big a concern to my department) for so many dollars in revenue, yet they want us to give pressure free presentations, and I can tell you the ones who are doing well with there sales aren't exactly pressure free. So I am in kinda a tight spot right now not being able to sell the things like they want, and not wanting to pressure my customers, because i still think and act like a customer myself. And that makes it very, very tough.

Hader,
wondering how much longer he will be enjoying that great discount

htismaqe · 08-09-2001, 08:57 PM

My parents bought the extended bull**** and they had a problem with their computer. They took it back to be repaired 3 separate times and finally asked if they could exchange it. Best Buy said no...

I took a motherboard out of an old IBM and fixed it for them...

Sorry, but I hate Worst Buy...

Raiderhater · 08-09-2001, 09:02 PM

How long ago was this? I know that on our service plans we have a no lemon policy were if it has to be brought in 3 times, you are just given a new one. Maybe that is a more recent addition to the plan, or maybe it isn't and they were just trying to keep from replacing it. Beats the he!! out of me.

htismaqe · 08-09-2001, 09:13 PM

When they bought the extended service, they were told that there was a no lemon policy. After the 3rd time, they tried to invoke the policy and Best Buy said they had no idea what my parents were talking about and offered to fix it for a 4th time...

Raiderhater · 08-09-2001, 09:18 PM

Well, I can't say as though I am totally surprised. Business is business, no matter where you go. But what gets me is the total lack of common sense the corporate world has (and not just in this one area), you would think it would be cheaper to replace the d@mned thing instead of continually "fixing" it.

**Rausch** · 08-09-2001, 09:39 PM

I bought a Pioneer stero reciever in 93 that was $850 at the time...Bought a $750 sony vcr in 94....Both have needed a COMBINED $150 in repairs since(caption motor went out on the vcr, common stuff for an old machine.)

Bought a admiral tv and a GE vcr for the bedroom...both TOTALLY quit in less than 3 years...Warranty was for 2 years...

You get what you pay for....:)

08-09-2001, 04:06 PM
Raiderhater Tried it on and it fit Join Date: Aug 2000 Location: A Webb of chaos Casino cash: $-1577979	Attention Best Buy shoppers I could use a little feed back from those of you have shopped in Best Buy. More than likely you have bought an item that qualified for our two year product replacement plan, if so did you buy it? If so why? If not why? What did the cashier say or do to sell you on it? I am at my wits end, I have been having trouble selling these d@mned things since I began, and now I am in a slump that has me doing even worse. And if any of you happen to be salesmen/women I'll gladly listen to anything you have to say as well. While I personally don't make money off of it, it is still important because the company wants them sold, and right now I just can't do it. So any help you can give would be greatly appreciated. Hader, extremely frustrated right now
Posts: 29,551

08-09-2001, 04:34 PM	#2
Dave Lane Space Cadet and Aczabel Join Date: Aug 2000 Location: Kanab, UT, USA Casino cash: $9333275 VARSITY	First let me state that the reason they love to sell these things is because they make HUGE money off of them, they are a horrible waste of money and something you never want to consider buying (unless its free). I could go on and on about why its such a bad deal but trust me, I used to sell these myself for my Company and loved the extra profit. Basically there are two ways to sell these ESP (Extended Service Plans). First the assumative sell. Assume that "everyone" buys them. "Oh sir, great this item has the ESP that everyone always gets because of _______ (your best reason) and its on special for only $xxx.xx more. You'll want that." Second the paranoid sale of FUD (Fear, Uncertainty and Doubt a favorite of IBM) "Well you know sir we had a unit just like that today that came back defective just out of the warranty and he had to throw it away and buy a new one just 10 minutes ago. (you can vary numbers of course) Or the positive flip side which is we just replaced his with a new one at no charge. Best shots on these and good luck Dave __________________ Thanks, Trump for the civics lesson. We are learning so much about RICO, espionage, sedition, impeachment, the 25th Amendment, order of succession, nepotism, separation of powers, 1st Amendment, obstruction of justice, the emoluments clause, conflicts of interest, collusion, sanctions, oligarchs, money laundering and so much more.
Posts: 40,584

08-09-2001, 04:34 PM	#3
Nelson Muntz Ha Ha Join Date: Aug 2000 Casino cash: $10004900	Just what exactly are you talking about? the only thing i buy there are cd's and playstation games
Posts: 1,012

08-09-2001, 04:42 PM	#4
htismaqe 'Tis my eye! Join Date: Aug 2000 Location: Chiefsplanet Casino cash: $8129900	My parent's bought a computer at WORST BUY once...never again... I don't buy anything there now, since I can get PS2 games at Wal-Mart using my wife's 10% discount, and I can get computer games online for a better selection and price...
Posts: 104,377

08-09-2001, 04:42 PM	#5
Stryker Super Bowl LVIII Champions! Join Date: Aug 2000 Location: Baton Rouge, LA Casino cash: $-425364	I personally have never bought an "Extended Warranty" because that means that I went in to buy the item/s because it was the lowest price and now I need an additional charge to protect that item (aka more money). I had to sell these things when I worked for Computer City and actually had success selling them because PCs are expensive and I feel it gave the customer further insurance for his/her purchase. The sales people did get a commission for selling it so the motivation was there for the saleperson to sell it. Selling is an art and the approach to selling the protection plan takes skill. I believe that most consumers feel that the need for such things is ludicrus since most items are backed by a manufacturers warranty and if the item lasts past this warranty then it will probably not give that consumer a problem thus, why buy an additional warranty/insurance. Circut City is a prime example. I have bought everything from headphones to telephones to vaccuums from this place over the past 8 years and have never bought a warranty or had a bad/defective product. In selling, I can understand if a consumer declines to purchase this extended agreement because quite simply, I would not either. However, if the salesperson gets something for selling the "protection plan" or whatever you wish to call it then, the motivating factor of more "money" for the salesperson is there to "sell" it. Bottom line is training. A good training program to teach salespersons or cashiers how to install into the consumer the benefits of purchasing this plan is priority one. Remember, you can sell a million items through your store with 110% customer satisfaction but let one customer "feel" he/she got screwed and brother look out. ~ Hope this helps. __________________ Super Bowl LVIII Champions!
Posts: 6,532

08-09-2001, 05:33 PM	#6
Bwana It's Five O'Clock Somewhere Join Date: Aug 2000 Location: Billings, Montana Casino cash: $2135863647	Take a pass on the Extended Warranty! If it's electric and it works for the first 30 days, it will work a long time. Total waste of money. If you want to get the sales person off your back just answer "Are you telling me this product isn't good enought to last more that a year?" "Perhaps I should consider not buying it then?" Shuts them down every time. Same goes for the extended warranty if you are buying a car or truck. (Helpful hint from your board auto broker) Those dealerships pay a small price for those things and have a HUGE mark up when they sell them to you. What's worse is buying on of those "croke and choke" policys at the dealership when you buy a car. You know the line "What happens if you die and the car is not paid for, this will pay it off." Once again, huge mark up and you get hosed. A 100,000 life insurance policy is a lot cheaper! __________________ Adventure is dangerous....but monotony can kill you.
Posts: 70,493

08-09-2001, 05:36 PM	#7
Clint in Wichita Veteran Join Date: Aug 2000 Casino cash: $10004900	I never buy them because most products come with a manufacturer's warranty. If retailers would give you at least a portion of the money back if you DIDN'T use the warranty, I'd consider it. Also, repairs cost less than the warranty in many cases.
Posts: 4,458

08-09-2001, 07:03 PM	#8
bishop_74 Veteran Join Date: Aug 2000 Location: Denver, CO. USA Casino cash: $8654993	I used to have to sell those damned things when I worked at CompUSA. Man it sucked. It was the only way to make any money because they are PURE profit!!! Well, I'll tell ya what, 20/20 did a show that basically trashed the extended warranty and said that they were worthless (and they are pretty much right) and it screwed us all. I had to start discounting what I sold all most to cost just to pawn off the extended warranty plan. I come to find out later, that the extended warranty I was selling to people were sooooo crooked, that when you called in to make a claim, they listed all of the options that you could utilize on your plan, EXCEPT... the one to claim on your plan. It was there, but it wasn't listed. So legaly, they could say that they did have that option, but unfortunately the poor sucker that called the phone # wouldn't know what # to push to get the information to get their product fixed. I quit shortly after that. What a bunch of crooks.
Posts: 3,642

08-09-2001, 08:32 PM	#10
Raiderhater Tried it on and it fit Join Date: Aug 2000 Location: A Webb of chaos Casino cash: $-1577979	The replacement plans we offer are supposed to be different than extended warranties, they cover more and you do actually cash in on them if there is a problem (I just had a gal yesterday, and one today replacing items with their plans). I do believe that these are good plans in some cases (I don't agree with the $5 ones on a $15-20 items), and I don't make a dime for selling the things, nobody at Best Buy works on commision. The idea is that if we aren't working for ourselves, than we are working for the customer, but I am learning that isn't quite true. I mean it is, but we are also working for the company, who puts a lot of stock in numbers, making the stores very competitive against each other meaning we push some things on customers when they don't really want it (MSN ISPs are the very best example, but don't get me started on that issue). And the mark up on these plans are staggering. When i bought my car stereo I got the service plan to go with it, and because of my employee discount (5% over cost:D) what is normally a $40 service plan cost me 6 some dollars (why not get the d@mned thing at that price?). So it is understandable why the company pushes the PRPs and PSPs, the problem is the pressure we have to maintain a certain level of sales. We are expected to have so many dollars worth in PRP's (and PSPs as well, but those are not as big a concern to my department) for so many dollars in revenue, yet they want us to give pressure free presentations, and I can tell you the ones who are doing well with there sales aren't exactly pressure free. So I am in kinda a tight spot right now not being able to sell the things like they want, and not wanting to pressure my customers, because i still think and act like a customer myself. And that makes it very, very tough. Hader, wondering how much longer he will be enjoying that great discount __________________ "Serious sport has nothing to do with fair play. It is bound up with hatred, jealousy, boastfulness, and disregard of all the rules." -- George Orwell, Shooting an Elephant
Posts: 29,551

08-09-2001, 08:57 PM	#11
htismaqe 'Tis my eye! Join Date: Aug 2000 Location: Chiefsplanet Casino cash: $8129900	My parents bought the extended bull**** and they had a problem with their computer. They took it back to be repaired 3 separate times and finally asked if they could exchange it. Best Buy said no... I took a motherboard out of an old IBM and fixed it for them... Sorry, but I hate Worst Buy...
Posts: 104,377

08-09-2001, 09:02 PM	#12
Raiderhater Tried it on and it fit Join Date: Aug 2000 Location: A Webb of chaos Casino cash: $-1577979	How long ago was this? I know that on our service plans we have a no lemon policy were if it has to be brought in 3 times, you are just given a new one. Maybe that is a more recent addition to the plan, or maybe it isn't and they were just trying to keep from replacing it. Beats the he!! out of me. __________________ "Serious sport has nothing to do with fair play. It is bound up with hatred, jealousy, boastfulness, and disregard of all the rules." -- George Orwell, Shooting an Elephant
Posts: 29,551

08-09-2001, 09:13 PM	#13
htismaqe 'Tis my eye! Join Date: Aug 2000 Location: Chiefsplanet Casino cash: $8129900	When they bought the extended service, they were told that there was a no lemon policy. After the 3rd time, they tried to invoke the policy and Best Buy said they had no idea what my parents were talking about and offered to fix it for a 4th time...
Posts: 104,377

08-09-2001, 09:18 PM	#14
Raiderhater Tried it on and it fit Join Date: Aug 2000 Location: A Webb of chaos Casino cash: $-1577979	Well, I can't say as though I am totally surprised. Business is business, no matter where you go. But what gets me is the total lack of common sense the corporate world has (and not just in this one area), you would think it would be cheaper to replace the d@mned thing instead of continually "fixing" it. __________________ "Serious sport has nothing to do with fair play. It is bound up with hatred, jealousy, boastfulness, and disregard of all the rules." -- George Orwell, Shooting an Elephant
Posts: 29,551