Recently I had cause to visit Harvey Norman, and neither their staff, nor their supplier, could provide me with the information about a product I was seeking to purchase from them.

I thought may be their web site would have something and then remembered Gerry Harvey's comments regarding putting your business online, which was confirmed when checking. Not a lot of information just sales push.

The outcome ... I got my information from an Interstate retailer and then went chasing the cheapest option in Ballarat, and it wasn't Harvey Norman or Dick Smith.

My reading has shows that experience of retailers in the US suggests that for every $1 of sales captured online, an online store drives $3 of in-store revenue.

Given I had to go out of my way to make my final purchase, driving past Harvey Norman and Dick Smith, I'm reminded of their "yelling at me" on the TV and in my mail box but neither provide information about the products they sell.

TriStar - is a great example of how you can provide information in a pre sales process.