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What do you want your Best Buy salesman to know about Tablets?

post #1 of 11
Thread Starter 
So, based on what I've read about Best Buy all across the internet, including here at OCN from time to time, a majority of people have had a bad experience with a Best Buy Sales Associate sometime or another. Whether they lacked product knowledge, attempted to up-sell too much, were lazy, or just plain disrespectful, the Sales Associate was incapable of helping a customer with what they needed.

I have recently been hired by Best Buy as a P.C. Sales Associate, and, as an overclocker, I feel completely confident in my knowledge about PC's and feel safe selling them. However, as a PC Sales Associate, I must help customers pick out and purchase tablets as well, and this is where my knowledge falls short. I really don't know crum about Tablets.

So here's my question to all of you at OCN;

What does a Salesman need to know about Tablets to provide the best possible customer experience?

I don't want to be that guy that keeps repeating the same piece of information to a customer over and over in hopes that they will be convinced to buy the Tablet after that. I need to be the guy who is consistently informing the customer of different perks and capabilities of Tablets, and how it will fit their needs and wants. So here are some more specific questions I'd love an answer to as well...

What all are tablets capable of? - Using Microsoft office (or some equivalent for iPads and Android Tablets)? Streaming T.V? Netflix? Any gaming? I know they are capable of downloading most of the very same apps cell phones can, and they can be bought and activated using a cellular plan so they can text and make phone calls.. (Right?)..

What are some of the most powerful Tablets on the market? I work at a Best Buy placed in the middle of extremely wealthy neighborhoods, so these people will be looking for the absolute best a lot of the time. A lot of the time, our product cards at Best Buy don't offer much information on the power of a tablet other than the name of the CPU it's running, so how can I tell which tablet CPU's are the best?

What are solid budget tablet options? Not everyone in the area is a part of the wealthy customer clientele, and some people will be seeking the best bang for their buck. What would be good recommendations for these customers, and why?

I sincerely appreciate any help or information offered here, and I'm sure my future customers will appreciate you helping me as well, since you are indirectly helping them. biggrin.gif

-Rivaldog
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post #2 of 11
I would just look at all the top tablets out right now, or the ones that you stock and just do a little bit of research on each of them.

Look at their operating systems, gauge how easy they are to use, their unique features (anything from connectivity to exclusive apps) and value for money. You don't need to be an expert to help the average user, you just need to know what things they need in their tablet.

Knowing the above should give you a pretty good start. smile.gif
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post #3 of 11
Phone calls and text, not always. For some reason, even if tablets do come with cellular connectivity, software is often gimped so you can't always use them for calling or even texting (at least not via regular SMS).

I think you should familiarize yourself with the various operating systems available for tablets and their pros and cons. That more than the CPU is probably more important. Major apps such as Netflix, Amazon Kindle, etc should be available on all platforms. There are also plenty of MS Office alternatives for Android and iOS. For compatibility with Microsoft's proprietary formats, though, MS Office is probably still the best.

For now, the major OSes are:

iOS (iPad)
+ extensive app catalog (especially for games)
+ easiest customer service/warranty support (just bring it to an Apple retail store and if there's something wrong with the tablet and it's not your fault, they usually just replace it on the spot)
+ usually first to get supported
- limited to the Apple App Store unless you jailbreak
- no expandable storage

Android
+ highly customizable
+ app catalog catching up to iOS
+ ability to install apps outside of Google Play
+ lots of different choices in terms of hardware - you can probably find a tablet that matches your specific requirements
- lots of different choices in terms of hardware - can make deciding on which tablet to buy difficult

Windows 8 RT
+ comes with MS Office
- for now, relatively limited app selection compared to Android or iOS

Windows 8 Pro
+ compatible with most Windows (x86) programs
- battery life of x86-based tablets may not be as good as ARM-based tablets
- tablets can be pretty pricey


Frankly speaking though, the iPad is the safe/easy choice for now. Android's just a bit too fragmented (exception to this is the Nexus line-up), Windows RT a bit too new and Windows Pro a bit too expensive (at least the ones with Core i5/i7 CPUs). For a starter tablet, I'd recommend either the Nexus 7 or iPad Mini. For those wanting bigger, the Nexus 10 or iPad.
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post #4 of 11
Thread Starter 
Quote:
Originally Posted by Crooksy View Post

I would just look at all the top tablets out right now, or the ones that you stock and just do a little bit of research on each of them.

Look at their operating systems, gauge how easy they are to use, their unique features (anything from connectivity to exclusive apps) and value for money. You don't need to be an expert to help the average user, you just need to know what things they need in their tablet.

Knowing the above should give you a pretty good start. smile.gif

I greatly appreciate the information, my friend! +1 And I will most definitely be doing some Tablet research on the above ASAP!
Quote:
Originally Posted by rui-no-onna View Post

Phone calls and text, not always. For some reason, even if tablets do come with cellular connectivity, software is often gimped so you can't always use them for calling or even texting (at least not via regular SMS).

I think you should familiarize yourself with the various operating systems available for tablets and their pros and cons. That more than the CPU is probably more important. Major apps such as Netflix, Amazon Kindle, etc should be available on all platforms. There are also plenty of MS Office alternatives for Android and iOS. For compatibility with Microsoft's proprietary formats, though, MS Office is probably still the best.

For now, the major OSes are:

iOS (iPad)
+ extensive app catalog (especially for games)
+ easiest customer service/warranty support (just bring it to an Apple retail store and if there's something wrong with the tablet and it's not your fault, they usually just replace it on the spot)
+ usually first to get supported
- limited to the Apple App Store unless you jailbreak
- no expandable storage

Android
+ highly customizable
+ app catalog catching up to iOS
+ ability to install apps outside of Google Play
+ lots of different choices in terms of hardware - you can probably find a tablet that matches your specific requirements
- lots of different choices in terms of hardware - can make deciding on which tablet to buy difficult

Windows 8 RT
+ comes with MS Office
- for now, relatively limited app selection compared to Android or iOS

Windows 8 Pro
+ compatible with most Windows (x86) programs
- battery life of x86-based tablets may not be as good as ARM-based tablets
- tablets can be pretty pricey


Frankly speaking though, the iPad is the safe/easy choice for now. Android's just a bit too fragmented (exception to this is the Nexus line-up), Windows RT a bit too new and Windows Pro a bit too expensive (at least the ones with Core i5/i7 CPUs). For a starter tablet, I'd recommend either the Nexus 7 or iPad Mini. For those wanting bigger, the Nexus 10 or iPad.

You rock! +1 To you as well. The information you provided should be enough to get me by until I have a chance to look up some more information. I'm very picky and, because a lot is expected of me from others, I expect a lot from my self. Even though I may not need to know everything about tablets to sell them, I'm still going to try to find out everything I can most likely. I want to give customers the best possible experience at Best Buy and make sure they can trust me to select a tablet for them.

Thanks again you guys, any more information is most definitely welcome!

P.S. Sorry I took so long to say thank you redface.gif
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post #5 of 11
As a man in the retail management industry I can give you a little bit of advice:

Product knowledge generally doesn't. If you want to do well you will sell the systems that your manager needs you to sell and you'll get as many extended warranties as are required in his quota. As a matter of fact, sometimes knowing about the product scares people away. If you use too many unfamiliar words some people choke up and will walk out. It's a delicate line to cross but remember that your job is to sell stuff, not know about the stuff.

My apologies for the jaded outlook, retail does that to you thumb.gif.
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post #6 of 11
Quote:
Originally Posted by justarealguy View Post

As a man in the retail management industry I can give you a little bit of advice:

Product knowledge generally doesn't. If you want to do well you will sell the systems that your manager needs you to sell and you'll get as many extended warranties as are required in his quota. As a matter of fact, sometimes knowing about the product scares people away. If you use too many unfamiliar words some people choke up and will walk out. It's a delicate line to cross but remember that your job is to sell stuff, not know about the stuff.

My apologies for the jaded outlook, retail does that to you thumb.gif.

Interesting.. Thanks.

Time to get depressed again LOL.
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post #7 of 11
Quote:
Originally Posted by tubers View Post

Interesting.. Thanks.

Time to get depressed again LOL.

I'm sorry, I really am!

Retail sucks but if you want to succeed you need to make your boss/bosses happy and meet quotas. Show up on time every time and never have an attitude.

It's really that simple.
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post #8 of 11
Quote:
Originally Posted by justarealguy View Post

I'm sorry, I really am!

Retail sucks but if you want to succeed you need to make your boss/bosses happy and meet quotas. Show up on time every time and never have an attitude.

It's really that simple.

Screw success!!!!

I say we need a massive silent protest against this kind of crap. (I am half joking)

However, you do have a point.

Thankfully, I still think that most of the tablets on display on best buy aren't terrible. Of course these are ones that are better than others, but nothing is like some stupid design that breaks as you walk out the door with it. So 6 one way half a dozen another I guess. Chances are they will loose it anyways tongue.gif

In regard to the OP:

There are a couple really good selling points to keep in mind for tablets.

1: some type of SD slot. I can't tell you how many times I have seen people complain that they have run out of memory on their tablet. Thankfully most tablets seem to have SD card slots, but it is just something to keep in mind.

2: Screen size/portability: The asus nexus 7 is a really nice tablet because it can pretty much fit in anything. I wear cargo pants, so it fits in my pocket just fine. If people are going to be on the go a lot, it would be worth while pointing them in the direction of a 7 inch tablet vs the standard 10.1''

3: Screen quality: This doesn't take a genius to figure out, and I would HOPE that the customer would be able to figure this out on their own, but obviously, the better the resolution the nice it is to use in terms of a visual experience.

4: battery life: People want to depend on this thing. They want to whip it out and have it power on. People would not be happy with you if the have to recharge the thing mid day tongue.gif
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post #9 of 11
Thread Starter 
Quote:
Originally Posted by justarealguy View Post

As a man in the retail management industry I can give you a little bit of advice:

Product knowledge generally doesn't. If you want to do well you will sell the systems that your manager needs you to sell and you'll get as many extended warranties as are required in his quota. As a matter of fact, sometimes knowing about the product scares people away. If you use too many unfamiliar words some people choke up and will walk out. It's a delicate line to cross but remember that your job is to sell stuff, not know about the stuff.

My apologies for the jaded outlook, retail does that to you thumb.gif.

My boss warned me about scaring customers away with too much product knowledge, but so far, my attempts to dumb everything down in a polite manner have succeeded and, as far as I am remembering, every customer that I've spent more than 5 minutes of my time with has walked away happy, and confident in their choices because of my product knowledge lol My outlook is that one must know about the stuff to sell the stuff. I mean, if I don't know that a tablet has an SD Card slot (referencing next quote), how can I tell a customer about it? And knowing all the ins and outs of products allows you to help customers find the device that's just right for them. At least that's how I'm looking at it, but everyone else at work is kind of saying the same thing you are; product knowledge is unnecessary lol Your input is appreciated no matter how jaded! Lol
Quote:
Originally Posted by Tjj226 Angel View Post

Screw success!!!!

I say we need a massive silent protest against this kind of crap. (I am half joking)

However, you do have a point.

Thankfully, I still think that most of the tablets on display on best buy aren't terrible. Of course these are ones that are better than others, but nothing is like some stupid design that breaks as you walk out the door with it. So 6 one way half a dozen another I guess. Chances are they will loose it anyways tongue.gif

In regard to the OP:

There are a couple really good selling points to keep in mind for tablets.

1: some type of SD slot. I can't tell you how many times I have seen people complain that they have run out of memory on their tablet. Thankfully most tablets seem to have SD card slots, but it is just something to keep in mind.

2: Screen size/portability: The asus nexus 7 is a really nice tablet because it can pretty much fit in anything. I wear cargo pants, so it fits in my pocket just fine. If people are going to be on the go a lot, it would be worth while pointing them in the direction of a 7 inch tablet vs the standard 10.1''

3: Screen quality: This doesn't take a genius to figure out, and I would HOPE that the customer would be able to figure this out on their own, but obviously, the better the resolution the nice it is to use in terms of a visual experience.

4: battery life: People want to depend on this thing. They want to whip it out and have it power on. People would not be happy with you if the have to recharge the thing mid day tongue.gif

Thank you for the selling points, I think basic knowledge like that will really help out!
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post #10 of 11
Congrats on getting the job and I commend you for your dedication and desire to do your very best. This will make you in my opinion an asset to this Best Buy. There have been some solid tips so far, I disagree with justarealguy's opinion but I've never worked in retail. If I did I wouldn't be able to push products that management wanted me to, I'd only recommend what was best for the customer's needs.

Where I would start is what size would fit them, is it a 7" or 10" tablet? A 7" tablet is better for reading (one hand holding) and travel (small size and weight). A 10" tablet with a 1080P+ display is better for high resolution content (1080p videos, charts, and high res photographs) and if it will be used mostly at home. I wouldn't advise you recommend a Windows RT tablet because aside from running Office (which stupidly runs in desktop mode) they don't have a lot of benefits (limited app selection and can't run x86 apps). The full Windows 8 tablets that might be recommendable are one's that have an Atom SoC but few have high resolution displays beyond 1366x768. Most other Windows 8 tablets weigh a ton, have horrible battery life, and/or are crazy expensive.

Find out what they might do with the device and if they are currently attached to a current marketplace (Apple iOS or Google Android). One area I'd focus on is what video streaming services they subscribe to, If they use Netflix then they are not really limited as most tablets have a Netflix app. If they use Amazon Instant Video with an Amazon Prime account then an iPad, iPad Mini, Kindle HD, or Kindle HD 8.9 are the only options. Google Play Store does not have an Amazon Instant Video app so any Android tablet like the Nexus 7 or 10 won't be able to use it. I'm not familiar with the other apps like Hulu, Vimeo, HBO, and Showtime so I can't help you there.

I think rui-no-onna has a point that for the best polish and performance the iPad and Nexus lines are the best. Still there are some big differentiating features like Micro SD card slot (Asus Transformer and B&N Nook lines have them) and GPS (for iPad only the cellular 3G and 4G units have GPS, all Nexus tablets have GPS). I could probably go on and on but hopefully this gives you a bit of help. I wish you all the success in your new job and future.thumb.gif
Edited by Ben the OCer - 5/12/13 at 6:31pm
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