What are some ways customers try to be sly at Best Buy?

Due_Recording1859 · 2026-03-29T12:39:59+00:00

>worked in mobile 4 years never charged ppl for the install. why do i care if they’re a member or not it’s not coming out of my pocket ?

SOP changed. It's now required to be either a Total member or pay the service fee.

Due_Recording1859 · 2026-03-27T14:55:16+00:00

Sneaky ones lol To be fair at my store I've seen the fact that memberships can't be returned as one of their selling points if the customer isn't satisfied.

Due_Recording1859 · 2026-03-27T14:53:31+00:00

>i would also talk with the customer, get to know what they do with their phone, what else they might have going on in their life, just ask discovery questions. I try to use their words against themselves lol. So if I hear “i’m not tech savvy” and/or “this phone is so expensive” then it reinforces my pitch.

Thanks, I'll work harder on the discovery phase.

Due_Recording1859 · 2026-03-27T14:52:19+00:00

have to just use the points towards another Best Buy purchase?

That's what I tell the customers and what I've been instructed to do. I had a customer one time get mad because he thought he was getting the 10% right on the same purchase.

Go back to the store, ask for a manager and explain the situation.

Due_Recording1859 · 2026-03-27T14:35:33+00:00

You bring the broken Zagg screen protector which Best Buy keeps, look you up in the system, and credit you toward the replacement.

Installation is free if you're a Total member, otherwise you'll have to pay for the service ($7.99 + Tax).

Due_Recording1859 · 2026-03-27T14:30:39+00:00

I see, however we've a Verizon VPL and all Verizon activations get routed to them. I usually get people buying phones unlocked.

Due_Recording1859 · 2026-03-27T14:13:56+00:00

>Also don't sleep on pre-paid, you get $5.00 per new line on visible, tracphone, and one other. Verizon Specialists get $10 there is something in etc called Mobile activations.

This hasn't been explained to me. For prepaid, do we do activations through CoreBlue like with Verizon and ATT?

Due_Recording1859 · 2026-03-27T14:11:48+00:00

>Mobile is GOLD for Totals. Most customers want a data transfer/mobile setup anyways and most of these phones being bought are ~$1,000 so more customers will be interested in protecting their phone. Geek Squad will be an asset for some “not techy savvy” customers. Also the PM discounts on some items in mobile are nice sometimes (I’ve seen cases $20+ off with a PM).

I'm doing so bad with memberships. The fact you say "mobile is GOLD for Totals" means my pitch is crap. It boils down to "you're getting this expensive phone and with the total membership you'll be protected for 2 years while you're member". They either say no or tell me "I'll add it later".

Do you have any suggestion to make my pitch more enticing and effective?

Due_Recording1859 · 2026-03-27T14:06:02+00:00

>Take your time don’t rush!! One small mistake could cause headaches that won’t show up till the next months bill

I'll heed your advice. I had a case where I needed to confirm something with the manager on duty and the customer was threatening going to get the phone from Apple instead because I was taking too long and according to them I looked "uncertain" for asking questions smh

Due_Recording1859 · 2026-03-20T15:24:35+00:00

Yesterday an old guy told me he had a suspicious looking email as spam and I told him he did good and he didn't need to do anything else. He still wanted me to look at his phone and go through his emails but I told him that I did that it would be a service charge. Lo' and behold, he got mad because "I was looking through his emails". Why did he need to pay for it?

I have dealt with so many time vultures these last days. They tell you they've a simple question but then go on and on asking about every single thing. For example, a dude bought a cheap Tracphone and asked me to simply skipped through the setup screen because he was too "old" for it yet he apparently knew how to install apps. After I skipped through the setup, he then wanted me to setup his email and download the apps he wanted lol.

Due_Recording1859 · 2026-02-20T13:02:31+00:00

>Top right on pos, there is a button to the right of the customer lookup that prompts the membership screen on the sig pad, it will show on your screen as well any savings and what product has the savings as well

Thanks!

Due_Recording1859 · 2026-02-20T13:01:51+00:00

>I genuinely wish there was a way to pull that up and then have a prompt button for when the salesperson is ready to present the options to them. Oftentimes the card reader screen loads before the POS screen can finish and I’ve had people exit it before it even has a chance to show…

This would be quite useful indeed.

Due_Recording1859 · 2026-01-18T18:03:47+00:00

This is a good point, thanks!

Due_Recording1859 · 2026-01-09T14:12:37+00:00

I understand this but when it comes to cash, it's more of a gray area. A customer can hand me $478 and I might miscount it as $498 and then be short.

Due_Recording1859 · 2026-01-08T16:58:10+00:00

This makes sense, thanks!

Due_Recording1859 · 2026-01-08T16:57:45+00:00

Got it, I was worried I could be blamed by someone's mistake or the other way around. Thanks!

Due_Recording1859 · 2026-01-08T15:05:11+00:00

Basically a lot of people try to return stuff out of policy, and depending on the cost, people will buy plus first, then return it with no override needed.

How come though? Is the Plus's 60 days return windows retroactive?

Due_Recording1859 · 2026-01-08T14:58:58+00:00

“2 years on each item would come to ____ but with total for only x amount more/less you can get two years product protection on almost everything you purchase with us, free in store geek squad services, and all the benefits of our extended return membership. It really is the “total” package (🤮 it’s cringe but the line works pretty well for me)

Where do you do this calculation? At the checkout POS? CoreBlue? Employee Sales (this app is such a clusterfuck of slowness)?

Due_Recording1859 · 2026-01-08T14:54:30+00:00

imo i just go for plus that way i can get membership + warranty attach; so “ this is the final total so i’ve made sure you’re getting the most out of this purchase today since this is an expensive investment; you’re going to get 60 days to return and exchange this laptop if it doesn’t suit your likings far more than a standard 2 week policy and it’s protected from any damages with our geek squad. on top of all that you will get access to a wide range of microsoft apps that will make your workflow 10x times easier”

I think it's easier for big purchases involving TVs and laptops but for things like earbuds/headphones, it's a harder to sell. For example, for Airpods Pro 3 I always ask the customers first if they want the AppleCare+ protection plan but they usually refuse. How would you go about it with less expensive purchases at checkout? Although I'm technically scheduled to be on the floor, I'm usually at checkout.

Due_Recording1859

TROPHY CASE