In reference to this post:
http://www.transtartup.blogspot.com/2012/02/salvage-and-transform-bestbuy.html

I highly doubt that the cost of a laser tag arena (insurrection and upkeep) would justify …anything, really. Here’s how you change Best Buy: Teach your employees to promote the products, instead of focusing on selling the products. Help the customer get what they need, not what you want to sell them. If the value of the service coupled with the value of the product is justified, customers WILL pay a premium if they believe they’re getting more ‘bang for their buck’.

When I worked for Apple, every time a customer called in to buy a computer, I always offered myself as a gateway for them if they have any questions about their purchase. Hell, even 7 months down the line, if you have questions – call me, and if I’m not busy, I’ll try and help answer as many as I can – or point them in the right direction if I couldn’t. If I was busy, leave me a voicemail, or shoot me an email – and I will ALWAYS respond back whether THAT day, or the following days. I’ve always had at least 15 minutes of downtime where I can shoot out an email, or talk real quick about their question.

This got them to refer others to me, buy more products through me, which in turn got me promoted through the company faster than any other employee that worked in the same team as me. As a manager, I promoted this style of “selling”. I put that in quotes, because you shouldn’t ever “sell” per-se, but encourage the customer to buy and make them feel that they are making the decision for themselves – not you for them.

A new Lexus is just as good as a new Toyota. Different stamps, different perceptions of value; essentially the same product.