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Best Buy tests service

Goal to create home tech plan

MINNEAPOLIS — Best Buy wants to go deeper into customers’ homes.

Its Geek Squad agents already make house calls to install and fix things. And experts from its high-end Magnolia Design Center will come out to suggest pricey ways to deck out home theater rooms.

Now the electronics retailer, headquartered outside Minneapolis, is testing in a handful of markets a new in-home consulting service. Armed with a tablet, the adviser helps customers troubleshoot issues such as improving their wireless speed for faster streaming and can also recommend a whole host of products for the kitchen or throughout the home.

They could, for example, help people figure out how to stream music throughout the rooms of their house by using wireless speakers and a mobile device or set up a system of connected devices that can be controlled from a smartphone or tablet.

The in-home consultation business is one of several pilot programs Best Buy is launching this year to grow sales and enhance its service offerings in order to give customers another reason to go to Best Buy instead of a host of other websites and retailers that peddle the same products.

The Best Buy consultant is tasked with creating a personalized technology plan and helping coordinate with cable, internet and home security providers, staying in touch with the customer throughout the process. The service is free, but the hope is that customers will purchase recommended products from Best Buy.

“When it comes to adding tech to your home, picking the right products and getting everything working together can be a little overwhelming,” a narrator says in a video on Best Buy’s website explaining the service. “So let Best Buy make it easy with a free, in-home consultation.”

As part of its advertising for the service, Best Buy is using the slogan, “You’ll be surprised what your home can do.”

As it expands its array of services, it’s facing increased competition on that front, including from startups such as Enjoy, launched by Ron Johnson, the former J.C. Penney and Apple executive. Enjoy experts deliver tech products to customers’ homes and then help them set up and personalize the devices.

Best Buy Chief Executive Hubert Joly told analysts in May that this will be a year of “exploration and experimentation” to find ways to help “unlock growth.” Finding new sources of revenue is a pressing issue for Best Buy, which has seen its sales slip in the last few quarters and has forecast no sales growth this year amid declining demand for new smartphones.

“I won’t get into specifics, but we’re going to become America’s best friends in terms of learning about and enjoying technology,” Joly said during a recent conference call.

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