Apple Training
iPhone XS
12MP Wide angle and telephoto cameras 7MP TrueDepth camera 2m water resistant for up to 30 mins. Wireless charging A12 Bionic chip 64GB 256GB 512GB Super Retina hd 3D Touch true blacks and beautiful brightness and contrast. Sharp display.
3 A's
Acknowledge validate the situation Align empathize with him or her Assure you have a plan to address the concern Shows you are listening and understand.
Agenda
Apple Store Teams Customer Loyalty Creating a great customer experience Customer feedback Promote Meeting Customer Needs
Retail Store - Product Zone
Avenues- accessories Forum - classes Genius Bar - in person support Backstage - store inventory leadership repair room Boardroom - newer stores for business meetings
Listening Skills
Concentrating Remembering Respecting Verbalizing Present a solution for every customer to take home today.
Ways to Buy - Full Price with Barclay Card
Customer owns Not locked to carrier does not require 4 major carriers Interest free Requires credit approval
Ways to Buy - Full Price
Customer owns no monthly payment Not locked to a carrier
Apples Values
Environment Supplier Responsibiliy Accessibility Privacy Inclusion & Diversity Education
Listening
For and address customer needs
Ways to Buy: Apple iPhone Upgrade Program (iUp)
Low upfront cost Convenient monthly payments Customer uses credit or debit card includes AppleCare+ Allows for annual trade up Unlocked iPhone Monthly payments Credit approval 4 major carriers X series iPhones Leasing phone
Ways to Buy: Apple iPhone Payments
Low upfront cost Convenient monthly payments Pay with their credit card or debit card Give back can reduce monthly payments AppleCare+ can be included in monthly payments Unlocked iPhone Monthly payments Requires credit approval Requires 4 major carriers Can use a trade in IPhone 7 and up
Ways to Buy: Carrier Financing
May allow for annual upgrade Low upfront cost Convenient monthly payments Might require full payment to upgrade to latest iPhone Monthly payments required Requires credit approval with carrier Phone locked to carrier Verizon and At&T
Product Zone Metrics
NPS net promoter score iPhone NPS 50% of sales Business Introductions Business Revenue 20% of sales should be business linked Today at Apple Session Apple Care+ for Mac 60% of Mac sales Apple Care+ for iPhone
Barclaycard VISA
No interest if paid in full within the promo period. Get special financing on purchases made at Apple within the first 30 days of account opening. Promo period is based on purchase amount: 6 months: less than $499 12 months: $499 to less than $999 18 months: $999 and over Also, earn reward points for every purchase. You'll get three points per dollar spent at Apple, two points per dollar spent at restaurants, and one point per dollar spent on all other purchases. Every 2,500 points gets you a $25 Apple Store Gift Card or App Store & iTunes Gift Card.
Fearless Feedback
Open communication ready to give and take feedback. So you can grow. Behavior that can be seen or heard, states impact, assumes positive intent. It's not telling others they are wrong, disciplinary actions, or placing judgement. Ask permission to give feedback. Simple is better stick to the behavior and impact.
Probe
Politely to understand all the customer needs Positioning statements tell customer what your going to do and why Permission receive verbal or none verbal permission to proceed Probe ask open ended and closed ended questions to understand needs Probe around Interests, Home, and Work
All In On iPhone
Priority is to get people an iPhone and lead them through the process.
A.P.P.L.E
Warm personalized welcome Probing and listening skills Approach Probe Present Listen End
End
With a fond farewell and invitation to return. Create a great customer experience.
Approach
With a warm welcome. Personalized and custom for different customers. Build rapport. Focus on customer. Engage customer with product feature. Ask permission show feature then transition. Acknowledge Expression Body Language Tone Words
