I was recently in the Best Buy in Fredericskburg, VA. What a treat it was seeing the young man in the computer department sell a computer and monitor to an older lady. I would title it “the ultimate upsell”…This guy did not just have one upsell but he had 4 in all.

I found the best one was this:

Best Buy Employee: “Do you know how when you get a new computer it has all those program on it you don’t want?”
Customer: “Yes, I know what you mean”
Best Buy Employee: “Well, we have a service and we will remove all those programs from the computer”
Customer:  “Can’t I just remove them myself?”
Best Buy Employee: “No, that is where people get confused. If you try to go in and just “remove” the program it really
is still there and it will come back”
Customer: “Wow, I did not know that.”
Best Buy Employee: “Of course you didn’t, that is why we have a service to do that for you that way we make sure the
programs are removed completely”
Customer: “How much is that”
Best Buy Employee: “Not all that much, but let me tell you about another service we offer”…..

I stopped listening there. I was amazed that after all these years in the field I have removed probably thousands of programs from computers for customers and not once did they ever call me back and say “Hey the program came back”. I researched this last nite
and can’t find anywhere that explains this dilemma to me.

I’d almost have to give the Best Buy employee an “A” for effort on the up-sell…Unfortunetely I have a problem with selling
things to customers that they don’t need.