APRIL 14, 2011 • During its 2012 fiscal year Best Buy will add dedicated sales staff to its in-store video game sections. The employees will man their own special gaming desks where preorders and DLC can be ordered. The plan is to create a more effective gaming destination within each location.
Impact: Unlike a chain such as GameStop, Best Buy has limited customer support for selling video games. The main advantage of Best Buy is a large selection at fairly decent prices. However, as the market expands and consumers have more purchasing options customer service is likely to become more important. Even sophisticated consumers can become overwhelmed by a large number of choices. Having a knowledgeable sales staff can become a strong selling point to keep consumers actually coming to a physical store.