10 facts about the Apple stores

Apple stores are particularly philosophy and methods of work with clients. It is always a pleasure to come. How do I find journalists Wall Street Journal, behind the veneer of Apple Store are tight control of staff communication with customers, thoughtful script support and detailed study of the interior of each store, to the point, what images and music are set to demo devices.

For such scrupulous work of Apple Store employees receive $ 9-15 per hour, and "geniuses" (workers Genius Bar, which tell you why the iPhone or MacBook stopped working) receive $ 30 per hour.

Before you work ten main secrets Apple Store.

1. It's not prodazhahRukovodstvo customer service Apple Store says that employees must solve customer problems, rather than selling them new products. "Your task - to understand all the customer's needs, and the needs of people, and some are not aware of" - suggests the leadership. Salaries of employees are not tied to the commission regulations in the spirit of "a day is necessary to talk to so many people" do not have too.

2. The fact servisovZato sale in Apple Store, as they say former employees strictly monitor the implementation of the plan for the sale of services and iGadget'ov (components and accessories to the products Apple). Those who do not fulfill the plan, sent for retraining or is assigned to another job.

3. witty abbreviaturaV 2007 there was a training manual for employees, in which the name of the company «Apple» becomes the acronym "operation manual»:

Approach customers with a personalized warm welcome (Provide client personal and warm welcome)

Probe politely to understand all the customer's needs (helpful to find out what the customer needs)

Present a solution for the customer to take home today (Propose a solution that the customer will come home today)

Listen for and resolve any issues or concerns (Hear and decide any questions or concerns)

End with a fond farewell and an invitation to return (in the end graciously say goodbye and invite to come again)

4. Steve Jobs firmly involved in rabotuZnamenity Apple CEO is personally involved in even small details in store. For example, selects the signaling wire that is attached to the product showcase. One employee recalls the case two years ago when he visited Jobs shortly after the operation (Jobs transplanted liver) only in order to discuss the drawings of the future stores.

5. The customer is always right (especially in the pronunciation of names) staff never corrected customers if they mispronounce the names of the goods. This is done to ensure that customers do not feel to his condescending attitude.

6. Employees dismissed for opozdaniyaRabotnik Apple Store can not be late for 15, not ten, but only for six minutes. After three delays for more than six minutes of six months - firing.

7. Employees must be pozitivnymiSotrudniki Genius Bar (technical support in every Apple Store) learn to avoid "negative language". For example, if they can not solve a problem, they say, "as it turned out," and not "unfortunately". Internal guide also teaches you how to deal with emotional customers, "Listen and limited to simple assurances that solve the problem:" Uh-huh, "" I understand ».

8. You can not boltatNe much surprised if Apple Store employee does not know anything about the iPhone 5. The fact that the staff is strictly forbidden to discuss any speculation about future products or prematurely recognize the technical problems of current products. Anyone who has something to write about Apple, - fired.

9. Beginners do not slyshnoEsli you access to an employee Apple Store, and he is silent, do not rush to make trouble. Most likely, he was just new. Until he finished training, he was forbidden to communicate with customers. All this time he was only a shadow more experienced colleagues.

10. Turn in Genius BarVy book appeal to the Genius Bar, come a few minutes before the appointed time, and then wait another hour until it is your turn. It turns out that there is a reason. As a rule, "geniuses" originally lay a triple load, so they are constantly busy.