Sales Training needed badly at Colma Store/ Samsung Dept.

Question

After months of research, I finally decided to purchase a Samsung 32 gb Note 10.1 2014 edition tablet.  Very few Bay Area Best Buy Stores had this product in stock.  Found one at the Colma store in SF.  Drove 1.5 hours one way to make purchase today.  This has to be one of the worst shopping experiences I have ever gone thru. Campbell, your  Samsung Rep was totally overwhelmed by having more than 2 customers in the dept at same time. It felt like a 3 ring circus.  Steve the Microsoft sales rep was a great help as was AT&T Dist Sales Mgr. Andrew, who finally stepped in when I told "Campbell" I could not work with him and his frantic manner.  I was ready to "walk" and would have headed to Frys in Concord to make purchase when Andrew took over.   What should have been a very exciting and fun shopping experience turned into a frustrating nightmare.  Hopefully the Sammy Tablet I purchased will prove to be a more positive experience. Having been in sales and sales management for many years, I confidently recommend that you train your sales staff better before turning them loose on the sales floor.  I knew more about the product as well as Best Buy than Campbell.  I am sure he is a sincere young man, but he desparately needs more training. 

Answer 1

Hi DaleGodfrey,
While it sounds like you had quite the trek to reach our Colma Best Buy store, I’m happy you were able to get your hands on a Samsung Note tablet once you arrived. Like you, I do quite a bit of research before making a larger purchase, and I hope you feel your research pointed you in the right direction; I’d say it did! However, I’m discouraged to hear your visit to our store resulted in a poor experience for you!  We expect our sales associates to be knowledgeable and comfortable on a sales floor. It sounds like this may not have been the case during your visit and I sincerely apologize for this.
As AWBrown alluded to, I’ll be documenting your feedback and casing your concerns here at the corporate campus. The case will be visible to the entire leadership team at the Colma Best Buy location. Feedback such as yours is taken very seriously, and this case will help ensure any training opportunities that exist are recognized.  
I greatly appreciate you taking the time to share your experience with us here on the forums. I truly feel that it’s feedback like this that allows us to discover missed opportunities and overall become better as a company. Please let us know if you have any further questions or concerns.
Best regards,
Brian|Senior Social Media Specialist | Best Buy® Corporate
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