BEST BUY

Consumer Electronics

& Services Sales Plan

Technology Products | Expert Advice | Services | Omnichannel Growth

Customer Discovery

→

Product Selection

→

Purchase

→

Services

→

Customer Relationship

→

Repeat Growth

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

1. Sales Plan Overview

Best Buy’s sales strategy brings together consumer electronics, technology services, omnichannel commerce,

specialist advice and fulfillment. Product breadth and discovery attract customers; services and expertise support

successful ownership and extend customer relationships.

Core objective

Increase technology product sales while using services, expertise, and fulfillment to

deepen customer relationships.

Commercial focus

• Grow consumer electronics sales across core and emerging categories.

• Connect customer acquisition across BestBuy.com, mobile shopping and retail stores.

• Expand services-led relationships through consultation, delivery, installation, support and repair.

• Integrate store and online journeys to make product research, purchase and fulfillment convenient.

• Expand Marketplace assortment and develop vendor partnerships that bring innovation to customers.

• Build repeat growth through useful post-purchase engagement, service and technology upgrade cycles.

Operating model

Customer discovery leads to product selection and purchase. Expert guidance, flexible fulfillment and services make

ownership easier. Customer engagement, upgrades and repeat purchases complete the cycle.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

2. Consumer Electronics Portfolio Strategy

A broad assortment supports customers across everyday technology needs, major projects and emerging product

categories. Category teams can align discovery, expertise, services and cross-sell around the customer’s intended

use.

Category

Customer focus / sales role

Computing and laptops

Productivity, learning, creative work and device upgrades.

Mobile phones and accessories

Connected devices and complementary accessories.

Home theater; TVs and displays

Entertainment, display upgrades, audio and installation journeys.

Appliances

Major home purchases supported by delivery and installation.

Gaming

Gaming systems, accessories and connected entertainment.

Smart home

Connected devices, demonstrations, setup and ongoing support.

Wearables and audio

Personal technology, listening and accessory needs.

Emerging technology, including

AI-enabled devices

New-category awareness, product education and hands-on discovery.

Q2 FY27 category context

Computing, home theater and emerging categories such as AI glasses were among the largest weighted drivers of

domestic comparable-sales growth in Q2 FY27.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

3. Customer Segmentation

Organize engagement around customer need, purchase behavior and the level of guidance or service required.

Customer segment

Typical need

Relevant sales opportunity

First-time technology

buyers

Confidence choosing and setting up a

device.

Clear comparisons, expert guidance, setup and

support.

Technology upgrade

customers

Replace or improve existing technology.

Upgrade discovery, trade-in and accessories.

Home entertainment

customers

Build or improve a viewing and listening

setup.

TV and home theater comparison, installation and

sound.

PC and computing

customers

Find a device suited to work, study or

personal use.

Laptop comparison, configuration, accessories and

support.

Gaming customers

Choose gaming technology and

complementary products.

Product demonstrations, comparisons and

accessories.

Smart-home customers

Connect devices and make a home

technology setup work.

Connected-home demonstrations, installation and

technical support.

Premium technology

customers

Evaluate advanced features and

higher-complexity solutions.

Specialist product knowledge, consultation and tailored

setup.

Small-business customers

Select technology for business use.

Product expertise, configuration and technology

support.

Customers seeking

installation or technical

support

Complete setup, solve a problem or

maintain products.

Consultation, delivery, installation, repair and support

services.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

4. Product Discovery & Customer Acquisition

Discovery combines digital research, in-store experience, trusted voices, product launches and promotional activity.

Best Buy Ads and commerce-connected media help connect product awareness with shopping.

Discovery touchpoint

Sales role

Search-driven discovery and online

research

Help customers locate products, compare options and progress toward purchase.

In-store discovery and demonstrations

Let customers explore products and receive expert guidance.

Product comparisons and vendor

launches

Explain distinctions, new features and category choices.

Promotional campaigns

Create timely awareness and encourage consideration.

Social and creator content

Connect technology voices and product education with commerce.

Best Buy Ads

Support brand and product visibility within shopping journeys.

New-category awareness

Introduce emerging products through education and experience.

Customer journey

Customer Need

→

Product Discovery

→

Expert Guidance

→

Product Selection

→

Purchase

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

5. Omnichannel Sales Strategy

Best Buy connects physical and digital channels so customers can research, shop, receive advice and fulfill orders

through the path that suits them. Online-to-store and store-to-online journeys should feel continuous.

Channel / capability

Role in the customer journey

BestBuy.com and mobile shopping

Digital product discovery, research, comparison and purchase.

Retail stores

Hands-on discovery, advice, consultations and purchase.

Store pickup

Convenient fulfillment connecting online orders with local stores.

Home delivery

Brings purchases to the customer; can align with installation scheduling.

In-home consultations

Support product planning and technology needs at home.

Online-to-store journeys

Research online, then visit a store for demonstration or advice.

Store-to-online journeys

Continue discovery or complete a purchase digitally after store engagement.

Q2 FY27 online performance

Domestic online revenue: $3.0 billion, up 5.1% on a comparable basis. Reporting

period: Q2 FY27.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

6. In-Store Technology Experience

Stores serve as technology discovery and experience locations. Product demonstrations, hands-on experiences,

brand showcases and specialist advice help customers understand technology and make confident decisions.

Experience priorities include technology consultations, new product launches, connected-home demonstrations, AI

technology experiences and knowledgeable specialists. Best Buy’s strategic emphasis on specialty expertise positions

physical locations as technology experience hubs.

7. Best Buy Services Sales Strategy

Services support customers across the ownership lifecycle—from evaluating and planning a solution to delivery, setup,

technical support and repair. Pair service options with product conversations when they directly address the

customer’s stated need.

Service area

Customer value

Design and consultation

Plan technology choices and connected solutions around customer needs.

Delivery and installation

Move products into the home and support setup.

Home technology setup and

configuration

Configure products and help customers begin using them.

Technical support and repair

Assist with questions, troubleshooting and repair needs.

Trade-in and recycling

Support responsible product transitions and upgrade journeys.

Protection and support services

Offer ongoing assistance for eligible products and customer needs.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

8. Product + Services Cross-Selling

Use connected purchase journeys to make the complete solution easier to select and use. Recommend

complementary products and services based on customer needs.

Journey

Connected sales sequence

Laptop

Laptop Purchase

→

Setup & Configuration

→

Accessories

→

Technical Support

→

Protection/Service

→

Future Upgrade

→

Installation

→

Soundbar

→

Home Theater Setup

Smart home

Smart Home Device

→

Installation

→

Additional Devices

→

Technical Support

Appliance

→

Delivery

→

Installation

→

Service

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

9. Technology Vendor Partnerships

Vendor partnerships bring innovation to market and support customer-focused growth. Joint activity can combine

product education, availability and experience across digital and physical channels.

Partnership activity

Sales application

Major brands and exclusive products

Differentiate assortment and clarify product choice.

Product launches and new introductions

Build awareness and explain new technology.

Vendor-funded promotions and joint

marketing

Coordinate relevant campaigns and in-store promotion.

In-store brand experiences

Create opportunities to demonstrate products.

Product education and category development

Equip customer-facing teams and develop category understanding.

10. Marketplace & Assortment Expansion

Best Buy Marketplace expands product choice through third-party sellers, long-tail technology categories, emerging

products and complementary accessories. A broader assortment can support new-customer discovery and

conversion.

Q2 FY27: Marketplace contributed to the improvement in Best Buy’s domestic gross-profit rate.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

11. Fulfillment & Delivery Strategy

Fulfillment speed and execution are customer-facing investments: availability, reliable handoffs and clear delivery

processes shape the purchase experience. Coordinate inventory visibility, store pickup, home delivery, installation

scheduling, order tracking and returns or exchanges to support convenience.

Execution area

Customer-facing focus

Inventory availability

Help customers find suitable products and fulfillment options.

Fast fulfillment and store pickup

Make purchase completion convenient and timely.

Home delivery and installation

scheduling

Coordinate product arrival with required setup.

Order tracking

Provide visibility through fulfillment.

Returns and exchanges

Support post-purchase resolution and customer confidence.

Supply-chain efficiency

Support dependable product flow and execution.

12. Customer Experience & Expert Advice

Best Buy is a human-powered, customer-focused company. Blue Shirt associates and specialists bring product

knowledge to comparisons, personalized recommendations and complex technology guidance. Consultation,

installation assistance and post-purchase support connect expertise to product ownership.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

13. Marketing & Demand Generation

Demand generation connects technology education and product discovery with shopping opportunities. Coordinate

seasonal campaigns and launches across digital, store and vendor channels.

Activity

Role

Product launches and seasonal technology

campaigns

Create timely awareness and highlight relevant products.

Digital advertising and Best Buy Ads

Connect product visibility with digital discovery.

Creator partnerships, social media and product

reviews

Bring trusted technology voices and product perspectives to customers.

Best Buy Studios and Best Buy Creators

Connect content, trusted technology voices and commerce.

In-store promotions and vendor campaigns

Support customer discovery and category engagement.

Technology education content

Help customers understand products and use cases.

14. Customer Retention & Repeat Sales

Retention grows from useful customer relationships before and after purchase. Relevant engagement can support

upgrades, add-ons and continued service when customer needs evolve.

Opportunities include technology upgrade cycles, customer relationship programs, personalized recommendations,

service relationships, accessories and add-ons, new technology launches, trade-in programs, technical support and

repeat purchases.

Purchase

→

Service

→

Engagement

→

Upgrade

→

Repeat Purchase

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

15. Sales Performance Metrics

Review performance across financial results, categories, channels, services, customer experience and fulfillment. Use

the metrics below for management visibility; numerical goals are included only where corporate guidance is

documented.

Performance area

Measures

Financial performance

Revenue; comparable sales.

Digital and omnichannel

Online comparable sales; online-to-store and store-to-online journey performance.

Category performance

Category sales growth; computing sales; home theater sales; emerging-category sales.

Services and Marketplace

Services revenue; Marketplace sales.

Transaction and conversion

Average transaction value; product attachment rate; service attachment rate; store

conversion; online conversion.

Customer and operations

Customer retention; fulfillment speed.

Best Buy corporate FY27 financial guidance

Corporate guidance measure

FY27 guidance

Comparable sales

1.9% to 3.0%

Revenue

$42.3 billion to $42.8 billion

These figures are Best Buy corporate FY27 financial guidance, not individual sales quotas.

BEST BUY | CONSUMER ELECTRONICS & SERVICES SALES PLAN

Sales Strategy & Execution

16. 2026–2027 Growth Priorities

Best Buy’s strategic direction brings together its retail, media and advertising, and technology businesses to expand

reach, elevate customer experience and remain human-powered and customer-focused.

• Grow core consumer electronics and strengthen computing and home theater.

• Expand emerging technology categories, including AI-enabled devices.

• Expand services and deepen customer relationships through expertise and support.

• Improve omnichannel shopping and fulfillment execution.

• Grow Marketplace and expand Best Buy Ads and media.

• Strengthen vendor partnerships and bring new technology to customers.

• Enhance stores as technology experience hubs.

• Use technology expertise to improve customer relationships and repeat growth.

17. Best Buy Sales Execution Flow

A consistent execution path links customer need to a successful purchase, supported ownership and future upgrades.

Step

Sales process

Customer Need

Technology Discovery

Product Comparison & Expert Advice

Online / Store Engagement

Product Purchase

Delivery & Fulfillment

Installation / Support / Services

Accessories & Cross-Sell

Customer Relationship

Technology Upgrade

Repeat Purchase

Best Buy Consumer Electronics & Services Sales Plan

Prompt to Clone This Best Buy Consumer Electronics & Services Sales Plan

Apply this example's core structure, strategic pacing, and structural hierarchy directly to your own topic.

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