Apple Expert Tech questions
11" Macbook Air
$899 $1099 - 11.6-inch (diagonal) LED-backlit glossy widescreen display with support for millions of colors - 1.6GHz dual-core Intel Core i5 (Turbo Boost up to 2.7GHz) with 3MB shared L3 cache Configurable to 2.2GHz dual-core Intel Core i7 (Turbo Boost up to 3.2GHz) with 4MB shared L3 cache. - 4GB of 1600MHz LPDDR3 onboard memory Configurable to 8GB - Up to 9 hours wireless web Up to 10 hours iTunes movie playback Up to 30 days standby time - Height: 0.11-0.68 inch (0.3-1.7 cm) Width: 11.8 inches (30 cm) Depth: 7.56 inches (19.2 cm) Weight: 2.38 pounds (1.08 kg - Configure your MacBook Air to order with these options, only at the Apple Online Store: 2.2GHz dual-core Intel Core i7 (Turbo Boost up to 3.2GHz) with 4MB L3 cache 8GB memory upgrade 512GB of PCIe-based flash storage
13" Macbook Air
$999 $1199 - 13.3-inch (diagonal) LED-backlit glossy widescreen display with support for millions of colors Supported resolutions: 1440 by 900 (native), 1280 by 800, 1152 by 720, and 1024 by 640 pixels at 16:10 aspect ratio and 1024 by 768 and 800 by 600 pixels at 4:3 aspect ratio - Up to 12 hours wireless web Up to 12 hours iTunes movie playback Up to 30 days standby time - Height: 0.11-0.68 inch (0.3-1.7 cm) Width: 12.8 inches (32.5 cm) Depth: 8.94 inches (22.7 cm) Weight: 2.96 pounds (1.35 kg)
Describe three features and benefits of the new iMac
1. 5mm think it's edge with up to 40% less volume than the previous generation. 2. New display design that reduces reflection by 75% with IPS to give a bright picture with excellent color from any angle. 3. 5K displays with 5120 by 2880 resolution. 4. Fusion Drive is available as a configurable option
AppleCare What is the free service and support that Apple provides customers? What is the benefit of AppleCare or APP+ beyond this?
1. All Mac, iPhone, iPad, iPod, and display customers receive complimentary telephone support for 90 days after purchase and a one-year limited warranty. 2. AppleCare is available for Mac, Apple Displays, Apple TV, and iPod, extending service and support coverage for three years from the date of purchase. 3. AppleCare provides telephone support, global repair coverage for the hero product and included accessories, and advice from Apple experts on OS software, connecting to printers and AirPort networks. 4. APP+ for iPhone and iPad extends service and support coverage for two years beyond the date of purchase. It covers all included hardware and accessories, including coverage for up to two incidents of accidental damage from handling, each subject to a service fee.
What would you say if a customer asked. "Why should I do business with Apple Retail?"
1. At Apple we have the right people, solutions, programs and support to provide there company with a competitive advantage. 2. People: Dedicated, knowledgable Business team as a single point of contact. This includes pre-sales support, partnerships with Apple Consultants, Solution Engineers, etc. 3. Solutions: Total solution based on the customer's needs and goals. This includes financing options. 4. Programs: AppleCare, One to One, and Joint Venture. Joint Venture Services consist of Get Set Up, Get Trained and Stay Running. Registered Apple Products. Your initial Joint Venture membership provides Joint Venture Services for up to five (5) "Systems". For the purposes of these Terms & Conditions, a single System may consist of any of the following types and quantities of Apple products: One (1) Mac Computer, Two (2) Apple Cinema Displays, One (1) iPhone, One (1) iPod, One (1) iPad, and The following Apple-branded hardware peripherals associated with the System: mouse, keyboard, trackpad and storage device. Get Trained. "Get Trained" services gives your business up to three (3) two-hour sessions of Apple instructor time per Annual Term to provide group training for your employees at an Apple Retail Store. You may cancel a booked session with at least 24 hours notice. However, should you cancel with less than 24 hours notice, or not show up for a booked session, you will be deemed to have used that session. For optimal training, Apple may limit a training session to no more than 8 individuals. Training and workshop topics and availability are determined by Apple and subject to change in Apple's reasonable discretion. Any instructor time remaining unused at the end of each Annual Term may not be rolled-over to subsequent Annual Terms. 5. Service and Support: Genius Bar, Joint Venture Remote Genius, Business workshops and events.
Describe fusion drive
1. Available as a configurable option at the Apple online store. Fusion drive combines the high storage capacity of a traditional HD with the high performance of flash storage. 2. With fusion drive, disk intensive tasks from booting up to launching apps to importing photos are faster and more efficient. 3. As the system learns how you work, fusion drive makes your Mac experience even better and you don't have to do a thing.
How would you explain the differences in the iPad Wi-Fi and Wi-Fi + Cellular options to a customer who doesn't know which choice is right for them?
1. Built with the latest in wireless technology, the iPad lets you connect to fast data networks around the world. 2. Wi-Fi + Cellular connects to the Internet over Wi-Fi, and fast cellular data networks up to 4G LTE. 3. AT&T and Verizon offer shared data plans that allow customers to share buckets of data with iOS devices on the same account. Each carrier allows for up to 10 devices to share the customer's requested data bucket.
Name an app-enabled accessory for each of the following categories.
1. Business & Security 2. Car & Travel 3. For the Home 4. Music Creation 5. Sports, Health, and Fitness 6. Toys & Games
MacBook
1. Colors : Silver, Space Gray, Gold. 2. Price $1299 - $1599 3. Display: Retina display 12-inch (diagonal) LED-backlit display with IPS technology 2304-by-1440 resolution at 226 pixels per inch with support for millions of colors 16:10 aspect ratio Supported scaled resolutions: 1440 by 900 1280 by 800 1024 by 640 - Processor: 1.1GHz 1.1GHz dual-core Intel Core M processor (Turbo Boost up to 2.4GHz) with 4MB shared L3 cache Configurable to 1.3GHz dual-core Intel Core M processor (Turbo Boost up to 2.9GHz) with 4MB shared L3 cache. Processor: 1.2GHz 1.2GHz dual-core Intel Core M processor (Turbo Boost up to 2.6GHz) with 4MB shared L3 cache Configurable to 1.3GHz dual-core Intel Core M processor (Turbo Boost up to 2.9GHz) with 4MB shared L3 cache. - Memory: 8GB of 1600MHz LPDDR3 onboard memory Storage: 256GB PCIe-based onboard flash storage 512GB PCIe-based onboard flash storage - Size and Weight : Height: 0.14-0.52 inch (0.35-1.31 cm) Width: 11.04 inches (28.05 cm) Depth: 7.74 inches (19.65 cm) Weight: 2.03 pounds (0.92 kg) - Graphics and Video Support: Intel HD Graphics 5300 Dual display and video mirroring: Simultaneously supports full native resolution on the built-in display and up to 3840 by 2160 pixels on an external display, both at millions of colors - Wireless - Wi-Fi 802.11ac Wi-Fi wireless networking; IEEE 802.11a/b/g/n Bluetooth 4.0 wireless technology - Battery and Power Up to 9 hours wireless web Up to 10 hours iTunes movie playback Built-in 39.7-watt-hour lithium-polymer battery 29W USB-C Power Adapter; USB-C power port
How would you address a customers concerns in regards to ApplePay? How does it work?
1. Every time you hand over your credit or debit card to pay, your card number and identity are visible. With Apple Pay, instead of using your actual credit and debit card numbers when you add your card, a unique Device Account Number is assigned, encrypted, and securely stored in the Secure Element, a dedicated chip in iPhone, iPad, and Apple Watch. These numbers are never stored on Apple servers. And when you make a purchase, the Device Account Number, along with a transaction-specific dynamic security code, is used to process your payment. So your actual credit or debit card numbers are never shared by Apple with merchants or transmitted with payment. 2. Protect your accounts. Even if you lose your device. If your iPhone or iPad is ever lost or stolen, you can use Find My iPhone to quickly put your device in Lost Mode to suspend Apple Pay, or you can wipe your device clean completely. You can also stop the ability to make payments from credit and debit cards on your iPhone, iPad, or Apple Watch with iCloud. Just log into iCloud.com and click on Settings.
iPad The iPad mini is "Every inch an iPad." How would you best explain this to a customer?
1. Everything you love about iPad—the beautiful screen, fast and fluid performance, FaceTime and iSight cameras, thousands of amazing apps, 10-hour battery life*—is everything you'll love about iPad mini, too. 2. You can hold it in one hand. 3. 7.9 inch display is perfectly sized to deliver a great experience. 4. It features advanced Wi-Fi that's up to twice as fast as any previous-generation iPad. 5. Retina display 7.9-inch (diagonal) LED-backlit Multi-Touch display with IPS technology 2048-by-1536 resolution at 326 pixels per inch (ppi) Fingerprint-resistant oleophobic coating
Name three questions you would ask a customer to select the proper data plan for them.
1. How large are the data plans you've used in the past? 2. How many iOS devices does your family have? Do you know how much data each user goes through in a month? 3. What type of content do you browse most (videos, documents, etc.)? 4. How do you anticipate you'll use your phone the most? 5. Other probes to determine projected usage are acceptable.
Describe the benefits of HSPA+, 4G, GSM, and LTE in language that anyone could grasp.
1. LTE is the fastest network available to all customers, with download speeds of up to 12 MB/s. That means customers can watch video, send emails, and use their iPhone, apps, etc., at very fast speeds. 2. LTE is also more reliable than 4G coverage. You can get further away from cell towers and still have LTE coverage, whereas 4G or 3G coverage does not reach as far.
OS X Yosemite is the world's most advanced desktop os. It includes amazing features. How would you explain these new features?
1. Messages with iMessage takes your conversations even further. Now you can send messages to anyone on an iPhone, iPad, or iPod touch running iOS 5, too. 2. Notification Center makes it easy to stay on top of it all. Notifications always appear in the same spot on your desktop and disappear quickly so they don't clutter up your screen. 3. Power Nap periodically updates Mail, Contacts, Calendar, Reminders, Notes, Photo Stream, Find My Mac, and Documents in the Cloud. When your Mac is connected to a power source, it downloads software updates and backs up with Time Machine. 4. Dictation converts your words into text. It uses the built-in microphone on your Mac, so there's no need to set anything up—just start speaking instead of typing. 5. AirPlay Mirroring is made for an audience. With a click, what's on your Mac is also on your HDTV. It's easy to set up with Apple TV. 6. Other features include: AirDrop, AirPlay, Dictation, Gatekeeper, Notification Center, Facebook Integration, Twitter Integration, Multiple Display Support, Finder Tabs and Tags, iCloud, iCloud Keychain, iCloud Drive, Family Sharing, Dashboard, Mission Control, Spotlight Search, Safari Power Saver, App Nap, Power Nap, Compressed Memory, Built-in Sharing.
Mac - Describe 3 features and benefits of the New Macbook Pro 13" Retina Display
1. One of the world's highest resolution displays 2560 by 1600 native resolution with 227 ppi. 2. 2.6 GHz dual core intel i5 processor. Turbo boost to 3.1 GHz with 3MB shared L3 cache. 3. IPS In plane switching technology gives you a wide 178 degree view. 4. All flash storage provides 4 X the performance of a traditional HD 5. Advanced speaker design with a dynamic range and optimal balance.
One to One Why is One to One such an important part of our culture?
1. One to One is a key differentiator that sets us apart from other retailers, and is a significant value proposition as to why customers choose to buy a Mac from the Apple Store. 2. One to One is one of the most effective ways for us to create Promoters. One to One members are our best customers and tend to have the highest NetPromoter scores. 3. One to One enriches the lives of our customers by helping them get set up, get trained, and get going.
Accessibility Provide three examples of assistive technology in iPhone, iPad, iPod,and OS X designed to make products accessible to all customers.
1. Screen Magnification 2. VoiceOver 3. Screen-access technology for the blind and visually impaired.
Explain one feature of each iPhone carrier and their benefit to a customer.
1. Sprint: unlimited data without a threshold or "collaring" usage, mobile hotspot can be added at cost, best-in-class customer service. 2. Verizon: shareable data for 10 iOS devices, the nation's most reliable network, most expansive LTE coverage of any carrier. 3. AT&T: shareable data for 10 iOS devices, the nation's fastest 4G network, customers can talk and browse the internet on Safari at the same time.
One of the revolutionary aspects of iPad Air 2 is its ability to conform to the needs of the user. Can you explain what this means, focusing on some of the technologies used to achieve this?
1. The Retina display on the new iPad Air 2 features a 2048-by-1536 resolution, 44 percent greater color saturation, and an astounding 3.1 million pixels—in the same 9.7-inch space. 264 ppi. 2. The new A8X chip has 64‑bit architecture and an M8 motion coprocessor. 3. Wi‑Fi (802.11a/ b/ g/ n/ac) and GSM/EDGE, CDMA EV‑DO Rev. A and Rev. B, UMTS/HSPA/ HSPA+/ DC‑HSDPA, LTE Data, and APPLE SIM.
iPhone (U.S.) Describe thinnest, lightest, fastest iPhones ever: the 6 and 6+.
1. Thinness: 6.9mm and 7.1mm 2. Weight: 4.5oz and 6.07oz 3. A8 chip, just about everything you do is noticeably faster, plus M8 motion coprocessor. 4. Does LTE the right way—optimized for better battery life and designed for ultrafast connectivity in a thin profile. 5. Supports more networks all over the world. That includes advanced networks such as HSPA, HSPA+, and DC-HSDPA. 802.11ac wireless connectivity accelerates your Wi-Fi experience, too—up to 150 Mbps. 6. 4.7" screen with 1334-by-750-pixel resolution at 326 ppi. 5.5" screen with 1920-by-1080 pixel resolution at 401 ppi.
iOS includes 200 features that will take you further with your iPhone, iPad, or iPod touch. Identify 3 to 5 key features and explain their benefit to customers.
1. This information is subject to frequent change. Please validate Expert response using appropriate in-store resources. 2. iOS includes: Siri, Maps, Facebook integration, Passbook, Guided Access, other built-in app features (FaceTime, Phone, Mail, Safari, etc.).
Essentials & Accessories What are the estimated speeds of Thunderbolt 2, Thunderbolt, USB 2.0, USB 3.0, and FireWire 800 connections when transferring data from a hard drive?
1. USB 2.0 transfers your data at around 480MB/s. 2. FireWire 800 sustains transfer speeds of 800MB/s. 3. USB 3.0 transfers your data at around 5 GB/s. 4. Thunderbolt: 10 GB/s, it's up to 20 times faster than USB 2.0, and up to 12 times faster than FireWire 800. 5. Thunderbolt 2: 20 GB/s.
Mac OS X Yosemite 10.10.x Name four of the six OS X Multi-Touch gestures.
1. View Mission Control: Swipe three fingers up on the trackpad for a bird's-eye view of everything running on your Mac. 2. Switch between open apps: Swipe three fingers to move from one full- screen app to another. 3. Two-finger scroll: Slide two fingers up or down the trackpad to scroll through documents, websites, and more. 4. Tap to zoom: Double-tap the trackpad with two fingers to magnify a web page or PDF. 5. Pinch to zoom: Zoom in and out of photos and web pages by moving your thumb and finger in a pinch gesture. 6. Swipe to navigate: Flip through web pages, documents, and more— like thumbing pages in a book.
Positioning One to One correctly in terms of what a Personal Setup data migration looks like is imperative. What minimum requirements are needed to perform a Personal Setup data transfer?
1. Windows XP Service Pack 3 or later. Mac OS 10.6.8 or later. Working Wi-Fi connection or Ethernet, FireWire, Thunderbolt, or USB port. 2. Customer must bring in old computer and it must properly start up and be virus free. 3. Can only transfer one user account on old PC (not any others that may be stored on the old PC). 4. Apple software or hardware installed; and transferred email, contacts, calendars, music, photos, bookmarks, and documents from your personal user account and not the accounts of others. 5. Personal Setup is not a guaranteed service (issues may be encountered that prohibit successful transfer). 6. Must be a personal computer; hard drive not accepted.
How does iCloud change the way to use and interact with Macs and iOS devices?
1. iCloud is the easiest way to manage your music, photos, apps, calendars, contacts, and documents. It stores your content and wirelessly pushes it to all your devices. 2. iCloud seamlessly integrates your apps so that everything happens automatically between all your Mac, iPhone, iPad, and iPod touch devices with no syncing or management required. 3. iCloud makes sure all your devices have the same apps and books. It backs up your information so if something happens you can retrieve your content. 4. If you take a photo on your iPhone, iCloud will automatically push the image to your iPad and your Mac. 5. You can buy music from the iTunes store and iCloud will store it and then push it to your devices.
iOS and iCloud Describe the key benefits of iOS.
1. iOS is easy to use and is the foundation that makes an incredible user experience on the iPhone, iPad, and iPod touch. The elegant and intuitive interface means customers know how to use it from the first time they pick it up. 2. iOS is the platform for the world's largest collection of mobile apps available in the App Store. 3. iOS updates are free—meaning our mobile devices are continually getting better and better. 4. iOS offers safety and security. Apps and websites cannot access data from other apps, and must request permission to use location information. 5. iOS supports encrypted network communication and offers optional parental controls and a passcode lock.
Describe the benefits of AirPlay and list three AirPlay-enabled speakers.
1.AirPlay lets you wirelessly stream content on your Mac or iOS device to your Apple TV or to an AirPlay compatible speaker (audio only). AirPlay will also allow you to mirror what is on the display of your iPhone or iPad to the big screen TV via Apple TV. Vacation photos, blockbusters, the latest games—AirPlay and Apple TV put it all on your TV. 2. Three current examples: Bowers & Wilkins Zeppelin Air, Bose Sound-link 3, HK Aura.
15" Macbook Pro Retina
1st Tier: 15-inch: 2.2GHz with Retina display Specifications 2.2GHz quad-core Intel Core i7 Turbo Boost up to 3.4GHz 16GB 1600MHz memory 256GB PCIe-based flash storage1 Intel Iris Pro Graphics Built-in battery (9 hours)2 Force Touch trackpad $1,999.00 2nd Tier: 15-inch: 2.5GHz with Retina display Specifications 2.5GHz quad-core Intel Core i7 Turbo Boost up to 3.7GHz 16GB 1600MHz memory 512GB PCIe-based flash storage1 Intel Iris Pro Graphics AMD Radeon R9 M370X with 2GB GDDR5 memory Built-in battery (9 hours)2 Force Touch trackpad $2,499.00
iMac 21.5"
1st Tier: 21.5-inch: 1.4GHz Specifications 1.4GHz dual-core Intel Core i5 Turbo Boost up to 2.7GHz 8GB memory 500GB hard drive Intel HD Graphics 5000 $1,099.00 2nd Tier: 21.5-inch: 2.7GHz Specifications 2.7GHz quad-core Intel Core i5 Turbo Boost up to 3.2GHz 8GB (two 4GB) memory 1TB hard drive1 Intel Iris Pro Graphics $1,299.00 3rd Tier: 21.5-inch: 2.9GHz Specifications 2.9GHz quad-core Intel Core i5 Turbo Boost up to 3.6GHz 8GB (two 4GB) memory 1TB hard drive1 NVIDIA GeForce GT 750M with 1GB video memory $1,499.00
iMac 27" with Retina 5K display
1st Tier: 27-inch: 3.3GHz with Retina 5K display 3.3GHz quad-core Intel Core i5 Turbo Boost up to 3.7GHz 8GB (two 4GB) memory 1TB hard drive1 AMD Radeon R9 M290 with 2GB video memory $1,999.00 2nd Tier: 27-inch: 3.5GHz with Retina 5K display 3.5GHz quad-core Intel Core i5 Turbo Boost up to 3.9GHz 8GB (two 4GB) memory 1TB Fusion Drive1 AMD Radeon R9 M290X with 2GB video memory $2,299.00
13" Macbook Pro Retina
1st tier: 13-inch: 2.7GHz with Retina display Specifications 2.7GHz dual-core Intel Core i5 Turbo Boost up to 3.1GHz 8GB 1866MHz LPDDR3 memory 128GB PCIe-based flash storage1 Intel Iris Graphics 6100 Built-in battery (10 hours)2 Force Touch trackpad $1,299.00 2nd tier: 13-inch: 2.7GHz with Retina display Specifications 2.7GHz dual-core Intel Core i5 Turbo Boost up to 3.1GHz 8GB 1866MHz LPDDR3 memory 256GB PCIe-based flash storage1 Intel Iris Graphics 6100 Built-in battery (10 hours)2 Force Touch trackpad $1499.00 3rd Tier: 13-inch: 2.9GHz with Retina display Specifications 2.9GHz dual-core Intel Core i5 Turbo Boost up to 3.3GHz 8GB 1866MHz LPDDR3 memory 512GB PCIe-based flash storage1 Intel Iris Graphics 6100 Built-in battery (10 hours)2 Force Touch trackpad $1799.00
iMac 27"
27-inch: 3.2GHz Specifications 3.2GHz quad-core Intel Core i5 Turbo Boost up to 3.6GHz 8GB (two 4GB) memory 1TB hard drive1 NVIDIA GeForce GT 755M with 1GB video memory $1,799.00
3 A's of Apple Customer Support:
A - Acknowledge that their concerns are valid. A - Align with the customer, agreeing that you would feel the same were you in their shoes. A - Assure the customer that you will be able to solve their problem to their satisfaction.
APPLE Steps of Service
A: Approach with a personalized, warm welcome. P: Probe politely to understand all the customer's needs. P: Present a solution for the customer to take home today. L: Listen for and resolve issues or concerns. E: End with a fond farewell and invitation to return.
Applecare
Applecare for iMacs $169.00 Applecare for MacBook / MacBook Air / 13" MacBook Pro $249.00 Applecare for 15" Macbook Pro $349.00 Applecare Mac Mini $99.00 - AppleCare+ for Apple Watch Sport $49 Every Apple Watch Sport comes with one year of hardware repair coverage through its limited warranty and up to 90 days of complimentary support. AppleCare+ for Apple Watch Sport extends your coverage to two years from the original purchase date of your Apple Watch (1) and adds up to two incidents of accidental damage coverage, each subject to a $69 service fee plus applicable tax. - AppleCare+ for Apple Watch $69 Every Apple Watch comes with one year of hardware repair coverage through its limited warranty and up to 90 days of complimentary support. AppleCare+ for Apple Watch extends your coverage to two years from the original purchase date of your Apple Watch (1) and adds up to two incidents of accidental damage coverage, each subject to a $79 service fee plus applicable tax. - AppleCare+ for Apple Watch Edition $1500 Every Apple Watch Edition comes with two years of hardware repair coverage through its limited warranty and up to two years of complimentary support. AppleCare+ for Apple Watch Edition extends your coverage to three years from the original purchase date of your Apple Watch Edition (1) and adds up to two incidents of accidental damage coverage that you can use any time during the coverage period. Each incident is subject to a $1,000 service fee plus applicable tax.
What features would you share with a first-time iPhone customer?
Demonstration of these features and more are acceptable answers: Siri, powerful processing, graphical performance, the "best camera ever on a smart phone," iCloud integration, the Retina display, download an app, share content, the ease of typing, dictation accuracy, and Safari speed.
3 P's of Apple's Success
P - Position P - Permission P - Probe
