Apple genius training manual pdf download

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Another page of the workbook talks about getting to Yes by avoiding negativity. It tells how to properly correct a mistaken or confused costumer and shows some words that you are not allowed to say as a Genius. It also shows that Apple do concentrate in the business of selling their products.

If ever you found a way on how to download Apple Genius Training Student Workbook then pretty much you will learn how to sell like a Genius. You are commenting using your WordPress. You are commenting using your Twitter account. You are commenting using your Facebook account.

Notify me of new comments via email. Notify me of new posts via email. Blog at WordPress. On Boarding Session 2. Prospecting Sales Process: Step 2. Sales Presentation Sales Process: Step 4. The manual also contains sentences and phrases which helps increase salesmanship. Share this: Twitter Facebook. It is the salesman sine qua non at the Apple Store, encouraging Geniuses to "walk a mile in someone else's shoes," assuming that mile ends at a credit card swipe machine.

It is not, the book insists in bold type, "Sympathy, which is the ability to feel sorry for someone. If someone walks in sobbing because their hard drive is fried, you'll receive no immediate consolation. Instead, express regret that the person is expressing emotions. A little mind roundabout: "I'm sorry you're feeling frustrated," or "too bad about your soda-spill accident," the book suggests. This is, of course, the equivalent of telling your girlfriend "I'm sorry you feel that way" during a fight instead of just apologizing for what you did.

This works especially well when the customer is mistaken or has bad information. Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities. Emphasis added The maneuver is brilliant. The Genius has switched places with the customer. He is she and she is he, and maybe that laptop isn't too expensive after all.

He Found it wasn't, at least. The manual then, on the next page, presents 20 roleplaying scenarios for each trainee and a partner to work out using the Three Fs. Human Beings Page 45 of the manual might've been good cargo to send with a deep space probe, as it'd help anyone unfamiliar with our species understand "Emotion Portrayed through Nonverbal Gestures. Disagreement is prohibited, as are a litany of normal human tendencies outlined on page 80, which contradict the virtue of empathy: consoling, commiserating, sympathizing, and taking blame are all verboten.

Correcting a mistaken or confused customer should be accomplished using the phrase "turns out," which Apple says "takes you out of the middle of an issue," and also makes the truth seem like something that just arrived serendipitously. For example, on page Customer: The OS isn't supported. Genius: You'd think not, wouldn't you. Turns out it is supported in this version. This is really just an advanced, Apple judo version of the customer is always right.

But then there's the list of words that just straight up aren't allowed, on page The manual explains that "AppleCare's legal counsel has defined [these] terms that should be avoided when discussing product issues with customers. No, it "stops responding. What if some Apple software has a bug? Wrong: there's an "issue," "condition," or simply "situation. No Apple products are hot—at most they're "warm.

Sometimes there are bugs, laptops do run hot, and laptops crash. On page 58, it's described as an "open dialogue every day," with "positive intent.

On page 60, the following dialogue is presented as a realistic sample conversation between two Apple employees: "Hi, fellow Genius. I overheard your conversation with your customer during the last interaction and I have some feedback if you have a moment.

Is this a good time? I was concerned with how quickly you spoke to the customer. It seemed like you were rushing through the interaction, and the customer had additional questions. In the future, please make sure to signal me if you need help rather than work too quickly with a customer.

If someone had Fearless Feedback, we'd listen, but then afterwards I'd have this uncontrollable urge to punch them in the face.

We all found it much more effective to get Fearless Feedback from the managers, which was more like feared feedback. And yet on page 61, Apple insists this kind of inhuman speech "is essential to maintain Apple Retail culture," as well as your personal development. As much as Apple operates like a glistening hermetic mainframe, its underpaid floor workers will never function like the pearly gadgets they sell.

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Apple genius training manual pdf download	Conduct yourself like a gentleman. Wrong: there's an "issue," "condition," or simply "situation. Maybe it's the zealot fan base. Already have a WordPress. It's a penetrating look inside Apple: psychological mastery, banned words, roleplaying—you've never seen anything like it. Email required Address never made public. In short, it teaches the business of selling.
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Buy gta 5 digital download pc	Follow Downloaad. Share this: Twitter Facebook. Notify me of new posts via email. You are commenting using your Twitter account. But you're not at a spa. The manual also contains sentences and phrases which helps increase salesmanship.
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The point of this bootcamp is to fill you up with Genius Actions and Characteristics , listed conveniently on a "What" and "How" list on page seven of the manual. What does a Genius do? No need to mince words: This is psychological training. There's no doubt the typical trip to the Apple store is on another echelon compared to big box retail torture; Apple's staff is bar none the most helpful and knowledgable of any large retail operation. A fundamental part of their job—sans sales quotas of any kind—is simply to make you happy.

But you're not at a spa. You're at a store, where things are bought and sold. Your happiness is just a means to the cash register, and the manual reminds trainees of that: "Everyone in the Apple Store is in the business of selling. Click to expand Although the indoctrination is usually skin deep, Apple gives new Geniuses a giant gulp of the Kool-Aid right off the bat.

In other words: Go up to someone and get them to open up to you about their computing desires, insecurities, and needs; offer them choices of things to buy ; hear them out; then seal the day in a way that makes it feel like the customer has come to this decision on their own.

The manual condemns pushiness—that's a good thing—but it also preaches a form of salesmanship that's slightly creepy: every Apple customer should feel empowered, when it's really the Genius pulling strings. In Apple-ese, this is put forth in a series of maxims: "We guide every interaction," "We strive to inspire," "We enrich their lives," "We take personal initiative to make it right," which if swallowed, would make any rookie feel like they'd just signed up with a NATO peacekeeping force, not a store in the mall.

Click to expand The term "empathy" is repeated ad nauseum in the Genius manual. It is the salesman sine qua non at the Apple Store, encouraging Geniuses to "walk a mile in someone else's shoes," assuming that mile ends at a credit card swipe machine. It is not , the book insists in bold type, "Sympathy, which is the ability to feel sorry for someone.

If someone walks in sobbing because their hard drive is fried, you'll receive no immediate consolation. Instead, express regret that the person is expressing emotions. A little mind roundabout: "I'm sorry you're feeling frustrated," or "too bad about your soda-spill accident," the book suggests. This is, of course, the equivalent of telling your girlfriend "I'm sorry you feel that way" during a fight instead of just apologizing for what you did.

This works especially well when the customer is mistaken or has bad information. Customer: This Mac is just too expensive.

Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities. The maneuver is brilliant. The Genius has switched places with the customer. He is she and she is he, and maybe that laptop isn't too expensive after all. He Found it wasn't, at least. The manual then, on the next page, presents 20 roleplaying scenarios for each trainee and a partner to work out using the Three Fs.

Click to expand Page 45 of the manual might've been good cargo to send with a deep space probe, as it'd help anyone unfamiliar with our species understand "Emotion Portrayed through Nonverbal Gestures. Tip: If you're dealing with a new recruit at the Apple Store, don't put your "hand on hips" or give a "sideways glance," as you'll come off as both "aggressive" and "suspicious.

Click to expand Negativity is the mortal sin of the Genius. Disagreement is prohibited, as are a litany of normal human tendencies outlined on page 80, which contradict the virtue of empathy: consoling, commiserating, sympathizing, and taking blame are all verboten.

Correcting a mistaken or confused customer should be accomplished using the phrase "turns out," which Apple says "takes you out of the middle of an issue," and also makes the truth seem like something that just arrived serendipitously. For example, on page Customer: The OS isn't supported.

Genius: You'd think not, wouldn't you. Turns out it is supported in this version. This is really just an advanced, Apple judo version of the customer is always right. But then there's the list of words that just straight up aren't allowed, on page The manual explains that "AppleCare's legal counsel has defined [these] terms that should be avoided when discussing product issues with customers. Did your computer crash? No, it "stops responding.

What if some Apple software has a bug? Wrong: there's an "issue," "condition," or simply "situation. No Apple products are hot—at most they're "warm. Switching "disaster" out for "error" might make sense to calm down a panicky client, but most of this is a straight up whitewash, the sterilization of language that could very well be accurate for a given problem.

The layout of a Genius Bar previously consisted of at least two 15" or 17" current Apple Portable Computers, often mounted on "floating" stands. Employees now use iPads with similar software to check in machines for repairs. LCD screens behind the Bar play looped videos which offer tips to customers waiting for help. Stools can be found in front of the Bar for people to sit and chat with each other or with employees.

The " Red Telephone " sometimes seen behind the Genius Bar was a direct line to Apple product specialists, allowing for problems and questions too complicated for the in-store employees to answer.

The employees can also be viewed as the local representatives of AppleCare. They offer personal support when customers have problems or questions relating to their Apple products.

Most services carried out at the Genius Bar are free. Non-warranty service which is paid for by the customer when repairs are complete is also routinely performed. In some countries, Apple has service depots where portable repairs for issues such as accidental damage can be completed for a flat rate.

Most portable computer repairs and all desktop repairs are performed in-store and completed overnight or within a few days. After its release in , iPad appointments also fell under the Family Room Specialists.

Larger support teams are headed up by the "Lead Genius", who schedules workers, and handles customer service issues at the Genius Bar. The Lead Genius is assisted by "Genius Admins", who is in charge of managing the administrative paperwork, organizing the Geniuses' work and liaising with customers about their repairs.

When customers have concerns, the prescribed response in the manual is the "Three Fs:" Feel, Felt, and Found technique. Currently, Apple offers the Genius Bar for technical support, and has Creatives — software trainers — available at all times to answer less technical questions. Over the years, Apple has experimented with ways of offering service and support to complement the Genius Bar.

Some examples, all now defunct, include:. Open Lab to date is only offered at the West 14th Street location. Apple has also branded features in their iTunes application "Genius" that make musical suggestions based on the user's observed taste. Jump to content Navigation. Help Learn to edit Community portal Recent changes Upload file. Download as PDF Printable version. On this Wikipedia the language links are at the top of the page across from the article title. Go to top.

Contents move to sidebar hide. Article Talk. Read Edit View history. More Read Edit View history. Tech support station for Apple retail stores. Archived from the original on