Gizmodo has gotten it’s hands on what is said to be an Apple Genius training manual. The manual reveals how a Genuis bar employee is to approach a customer.
Apple’s technique is quite interesting and it employs the (A)pproach, (P)robe, (P)resent, (L)isten, (E)nd technique to selling; rules.
Take a look below at some of the techniques Apple uses to lure you in and pitch the sale:
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.
Genius are told to be empathetic not sympathetic:
Geniuses are directly told not to apologize in a manner anyone would call direct. If someone walks in sobbing because their hard drive is fried, you’ll receive no immediate consolation. “Do not apologize for the business [or] the technology,” the manual commands. 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.