BE HUMAN – CHAT SALES
“Be conversational and connect with customers as individuals, first. Show you
Care About Me
Maintained Relevant Conversation
Was quick and efficient within the interaction and had
conversation that was relevant to the interaction. This
was done without any doubt or question on the
resolution.
Customer Acknowledgement
Acknowledged the customer's feelings and/or
frustration by providing empathy. After we clearly
understand the customers needs, we provide them an
assurance of help statement explaining how we will
assist them.
genuinely care, appreciate and value them”
Off-Track
• Agent displayed hesitation in communication with
the customer
• Agent had a conversation with the customer/store
that didn’t relate to the issue for a duration of time
that affected the agent’s efficiency
• Agent did not provide an empathy statement when
necessary
• Agent did not sound sincere in their statement
• Agent was unable to identify and verbalize how the
customer was feeling (customer expresses an
emotion that either doesn’t get a response from
the agent or gets a response that could negatively
impact the customer experience) i.e., customer
states fear or frustration with technology and
agent responds with “this technology is simple,
anybody can figure it out.”
• Agent did not offer assurance of help
On-Track
• Agent showed engagement in communication with
the customer
• Agent had a conversation with the customer/store
that related to the issue and demonstrated
efficiency
• Agent provided an empathy statement when
necessary
• Agent sounded sincere in their empathy statement
• Demonstrated ability to identify and verbalize how
the customer was feeling (if customer is expressing
frustration or anxiety about technology, “I
understand that technology can be frustrating but
I’m here to help!” If customer is excited about a deal
or an interaction that they had, “I’m very happy we
were able to provide this amazing solution for you!
It is going to work out great for you!”
• Agent offered an assurance of help
BE HUMAN – CHAT SALES
“Ask questions, and actively listen. Remember our customers, understand what
Get to Know Me
matters to them, and why”

Off-Track
• Agent did not paraphrase or restate the customer’s
reason for contact or concern or if did this, was at
Understood the Customers Issue/Concern
inappropriate spots
Agent acknowledges customer's reason for contact by
• Agent did not utilize active reading skills or
utilizing the appropriate spots to understand and relate.
resources/research which led to offering an
Comprehended what the customer’s issue was, as well
incorrect solution
as concluded what may have caused it.
• Agent asked the customer to repeat themselves
multiple times
• Agent did not ask the right questions which
presented the best possible resolution that fit what
the customer was looking to accomplish
• Agent did not inquire more about the issue to
Asked Probing Questions
determine that the contact was within their scope
Inquired into the customer concern(s) that helped the
of work
agent think more deeply about the issue/ helped the
• The Agent asked irrelevant questions to the
agent gain a full view of what the customer concern(s)
customer’s concern
may have been.
• Agent did not ask lifestyle questions to find the
best recommendation/solution that fit the
customer’s needs
On-Track
• Agent properly paraphrased or restated the
customer’s reason for contact or concern at the
appropriate spots in the call
• Agent utilized active reading skills and
resources/research which led to a proper solution
• Agent reviewed transcript assuring customer did not
have to repeat information previously clearly
provided
• Agent asked the right questions were asked to
present the best possible resolution that fit what the
customer was looking to accomplish
• Agent inquired more about the issue to determine if
the contact was within their scope of work
• The Agent asked relevant questions to the
customer’s concern
• Agent asked lifestyle questions in order to find the
best recommendations/solutions that fit the
customer’s needs
BE HUMAN – CHAT SALES
Do What’s Best For Me
Response Time and Hold Procedure
Ensuring all response are completed in a timely manner
and if extra time is needed, it is explained to the
customer.
Agent is confirming the customer is still interactive on
the chat
Used Clean Links and Pricing Info for Each
Recommendation
Agent does not copy in a long URL to click on, rather will
use the hyperlink tool when appropriate
“Put yourself in our customer’s shoes, and provide honest advice based on what’s
best for them”
Off-Track
• Agent had unexplained 3+ minute gaps between
responses
• Agent did not ask permission to place the
customer on hold
• Agent placed the customer on hold without them
knowing the steps being taken and the amount of
time needed
• Agent did not thank the customer for holding
• Agent used 2-1-1 inappropriate for active chats
• Agent used 1-2 inappropriate for inactive chats on
onset of call
• Agent did not use clean links with pricing
information
On-Track
• Agent had no unexplained gaps between response
of 3+ minutes
• Agent asked permission to place the customer on
hold
• Agent set the expectation by explaining the reason
the caller was being placed on hold and the amount
of time needed was presented
• Agent thanked the customer for holding
• Properly followed our 2-1-1 procedure for active
chats
• Properly followed our 1-2 procedure for inactive
chats on onset of call
• Agent used clean links with pricing information
MAKE IT REAL – CHAT SALES
Inspire Me
Displayed Proper Greeting & Closing
Used Pre-Chat form / Customer Journey Information
Agents must use the standard opening greeting found
within the smart responses
Agent using resources in 247 to correctly verify the
customer’s information and product customer is
referring to
Used Appropriate Words/Phrases
Utilized words in which the client understood. Did not
use Best Buy jargon or technical information that the
customer did not comprehend. In addition, verbiage
used is clear and concise ensuring seamless
understanding from the customer. The verbiage the
agent choose showed the customer that the agent was
focused on what could be done (Positive vs. Negative)
rather than what cannot be done.
“Create excitement by sharing your knowledge and enthusiasm about what’s
possible”
Off-Track
• Agent did not use proper greeting
• Agent sent greeting after 10 seconds of chat being
active
• Agent manipulated survey results by suggesting
positive feedback
• Agent did not close the session within one minute
of chat ending
• Agent asked customer to re-type information that
was already provided in pre-chat form or in the
customer journey (e.g. verification)
• Agent did not use information passed on by Chat
Bot and or previous interaction
• Agent did not open the chat with the customer’s
name in the greeting when it was provided in the
Pre-Chat
• Agent used acronyms and BBY jargon that were
not explained
• Agent made expressions without confidence and
agent expressed negative feelings.
• Agent explained why the issue or situation
occurred in a negative manner toward Best Buy,
customer, vendor, or third party (Appropriate
Words and Phrases)
• Agent presented the resolution in “they” language
• Agent did not maintain a level of professionalism
throughout the entire conversation. They are the
face of the company, conversations had were not
in line with Best Buy values and goals.
On-Track
• Agent used appropriate greeting and closing used
identifying his/herself and Best Buy
• Agent sent greeting within 10 second of the chat
being active
• Agent closed the session within one minute of chat
ending
• Agent used pre-chat form and customer journey to
be more efficient handling chat (e.g. verification)
• Agent used information passed on by Chat Bot
and/or previous interaction
• Agent opens the chat with the customer’s name in
the greeting when it was provided in the Pre-Chat
• Agent used no unexplained acronyms or jargon
throughout the interaction; while remaining polite
and positive
• Agent made expressions with confidence and no
negative feelings were expressed
• Agent explained why the issue or situation
occurred in a non-negative manner toward Best
Buy, customer, vendor, or third party
• Agent presented resolution in a positive manner
using “we” language
• Agents should maintain a level of professionalism
throughout the entire conversation. They are the
face of the company, so conversations should be in
line with Best Buy values and goals.
MAKE IT REAL – CHAT SALES
Help Me Decide
Displayed Process/Policy Knowledge
Demonstrating fluency in processes and policies by
following the current policy/process per EDI
Offered Alternative Solution
Asked for the Sale ​Agent/ offers to place the order for
the customer​
Asked Permission for the Sale​ (When completing a
transaction through Expresslane)
Agent uses the order approval Smart Response
“Help our customers make better, more informed decisions, validate or
narrow down their options based on their needs and their budget”
Off-Track
• Agent did not follow proper process/all steps
outlined per EDI
• Agent did not read all necessary disclosures that
are applicable to the client’s situation
• Agent provided incorrect information regarding
process or policy
• Agent did not dispatch or dispatches incorrectly
when needed
• Agent offered a solution that was not fiscally
responsible
• Agent did not recommend an alternative product
when the product the customer was chatting in
about was unavailable
• Agent did not offer to place order when customer
prompted or when opportunity was present
• Agent did not ask for permission to place the
order when using Secure Payment Link
On-Track
• Agent followed proper process/all steps outlined per
EDI
• Agent read all necessary disclosures that are
applicable to the client’s situation
• Agent provided correct information regarding
process or policy when applicable
• Agent dispatched the call to the correct
department/campaign and utilized the correct
form/location when dispatching a case
• Agent’s solution was fiscally appropriate
• Agent recommended an alternative product when
the product the customer was chatting in about was
unavailable
• Agent offered to place order for customer and/or
assist customer with the sale when opportunity is
present
• Agent asked permission for the sale when using
Secure Payment Link
THINK ABOUT TOMORROW – CHAT SALES
Be There for Me
Displayed Ownership
Agent offered to assist, assured the customer, and made
sure that the issue was resolved.
Correct Case/Notes/Templates/Wrap-up Used
(24/7 Console)
Case notes reflected the 5 W’s (Who, What, Why, When,
and Where) and ensured that the next agent/rep
reviewing the notes would be able to easily understand
what was done to properly and efficiently assist our
customer. Case was documented under the correct
person used in accordance to LOB SOP.
Selecting proper case disposition. Ensuring wrap up and
session are closed within one minute of the chat ending
Appropriately Transferred/ Dispatched/ Referral
Transferring/dispatching to appropriate location when
necessary, and set clear expectations for post-transfer
“Support, follow up, stay connected with our customers and be there
for them over time, through good and bad”
Off-Track
• Agent did not follow up with the customer when
needed
• Agent did not reach out or research on customer’s
behalf
• Agent documented customer’s issue rather than
offering a solution
• Agent did not check for additional questions or
concerns
• Agent did not follow through with all promises made
to client
• Agent cased incorrectly and notes were insufficient
• Agent did not select correct wrap-up based off the
customer’s initial concern
*Sales will only be using 247 for wrap up-no breeze
• Agent transferred to wrong department
• Agent did not follow proper transfer process
• Agent transferred when agent could have helped the
customer
• Agent incorrectly referred customer to contact store
when customer need was in SOW
• Agent did not dispatch or dispatched incorrectly when
needed
On-Track
• Agent followed up with the customer when needed
• Agent proactively reach out or research on customer’s
behalf providing the best/most effective solution in an
efficient manner
• Agent notified team lead if needed (.com, systems,
phone) (i.e. add email/note to Breeze case notes to
indicate what steps were taken to notify of issue)
• Agent ensured no questions or concerns are left
unanswered or unresolved
• Agent followed through with all promises made to
client
• Agent cased correctly and notes were sufficient
• Agent selected correct wrap-up based off the
customer’s initial concern
**Sales will only be using 247 for wrap up-no breeze
• Agent dispatched the contact to the correct
department/campaign and utilized the correct
form/location when dispatching a case
• Agent set clear expectations to the customer before
transferring them to the correct department
• Correctly referred customer who to contact due to
SOW
• No referral to contact as customer need was in SOW
THINK ABOUT TOMORROW – CHAT SALES
“Always prepare our customers, setting realistic expectations around what
Prepare Me
comes next; today, tomorrow, and beyond”

Off-Track
• Agent did not offer clear post-call expectations
• Agent offered incorrect post chat expectations
• Agent did not explain why the issue or situation
Educated the Customer occurred and how to avoid in/for the future (when
Always prepare our customers, setting realistic applicable)
expectations around what comes next; today, tomorrow,
and beyond
On-Track
• Agent offered clear post-call expectations
• Agent offered accurate post-call expectations and offered
next steps on resolution
• Agent explained why the issue or situation occurred and
how to avoid in/for the future (when applicable)
THINK ABOUT TOMORROW – CHAT SALES
“Consider customer’s changing needs over time, help them explore and plan for
Grow with Me the future”

Off-Track On-Track
• Agent did not offer GSP on applicable products • Agent offered GSP on applicable products
• Agent did not offer TTS • Agent offered TTS

Agent Offered GSP/ TTS

COMPLIANCE – CHAT SALES
“Embody Best Buy’s Brand all while complying to Legal, Informational, and
Procedural processes to protect our customers”
• Legal Compliance - Abiding by all Legal policies during each interaction
Internal Processes • Information Accuracy - Offering correct information to customers so they do not have to
contact Best Buy again, for the same issue
• Procedural Compliance - Offering low effort customer interactions that are consistent with
all company policies
Off-Track On-Track
Followed Verification Process • Agent did not collect one or more verification • Agent collected all verification criteria
Gathering all components of customer information or criteria
gathered two pieces of customer information and
provided one to the customer to verify
• Followed LOB SOP
*i.e. Can I get your full name (First & Last) and phone
number please? Is your e-mail address
bestbuy123@bestbuy.com

• Agent had 5+ more persistent capitalization, • Agent had minimal errors that did not detract from
Spelling and Grammar spelling, or grammatical errors that detracted from their exchange
Matching brand voice and contain minimal errors that the conversation • Agent corrected any errors immediately
don’t detract from the exchange. Errors to avoid • Agent utilized incorrect word choice • Agent utilized appropriate word choice
include capitalization, closing punctuation, typos or
spelling errors, sentence structure, subject word
agreement, and incorrect use of articles and pronouns
per grammar rules.