Best Buy's profits and brick-and-mortar stores are in jeopardy due to the increasing international trend of purchasing from online retail stores. As Best Buy sales representatives, the declining in-store sales hurt our commissions, and will soon threaten our jobs if more stores are shut down. Fortunately, American consumers still value premium customer service and knowledgeable store employees. (McPartlin, 2). As a result, we are responsible to help grow in-store sales by providing unparalleled customer service to all individuals. In order to accomplish this task, you all must strengthen your interpersonal skills to quickly learn each customer's needs as you connect with them on a personal level. In addition, you must understand our company's services and products in greater detail. This common focus will differentiate our customer service and incentivize customers to purchase from our stores for big-ticket items rather than online retail stores. .
Overview of the Problem .
The growing desire for convenience and low prices has generated a significant increase in online sales worldwide and, thus, reduction in Best Buy's in-store sales. The augmenting market shares of online retailers, such as Amazon, Ebay and Alibaba China, threaten all of our jobs, commissions and the future of Best Buy. These graphs portraying online retail's past and projected profits also depict our stores' bleak futures if nothing changes.
In the past 7 years worldwide online sales has averaged approximately 17% growth, while brick-and-mortar stores have staggered at around 4% growth. (Moriarty, 1). Unfortunately for sales persons in physical stores, analysts project a decline to 3% annual sales growth for in-store sales while online sales grow at 11%. (McDermott, 2).
Technology's Importance and Complexity.
While individuals recognize technology's increasing presence and ability to simplify their everyday life, many of the tools and various options confuse the everyday-customer.