Inside Apple's Retail Store Operation

[redhanded]

1. many items are despatched within 24 hours and you'll most likely to get it the day after. that's not really a long wait. apple has got one of the best shipping out there -- compared to dell for example, they take at least a week for a fully stocked item to arrive.

2. you can ship items to your work place (see apple store help)

3. and visiting the store yourself does not incur any risks at all? shipped stuff CANNOT get lost because they need to be signed-for on delivery.

I think you've provide one reason why people buy in-store above... little point getting stuff shipped if there is no one there to sign for delivery. Then, all you get is a little card with a number to rearrange delivery and an address where you can pick it up from, which in London anyway, is usually a god forsaken industrial estate in the middle of nowhere.

For some strange reason, delivery companies mainly deliver in the middle of the day when people are out working...

Delivery to work can be ok... but there was a strange thing that only may have been in the UK, that they would only ship iPhones to the credit card registered address which ruled out work in that case.

 

[notjustjay]

All lovely but it makes absolutely no difference to the salesman, he wouldn't have cared less. He didn't stand to make a commission from the sale so whether you bought from him was neither here nor there - but if it makes you feel better, go ahead.

I was thinking about editing that post and saying "for bonus points, ask for his manager and explain why you're leaving". The OP clearly stated "I'm here to buy X, please sell one to me" and the salesman insisted on going through the whole pitch, despite the OP's repeated attempts to simply buy what he wanted, and to the point where the OP became visibly frustrated. Then in turn the salesman got haughty and arrogant ("I'm a salesman, not a clerk").

I can understand that in certain businesses they structure the sales so that it is very undesirable to "just sell me X" (think of the ads in the back of camera magazines, or car ads for the most basic trim, or any kind of custom work), where the salesperson might actually say "Well, if all you're looking is to get X, and only X, then I'm afraid it's simply not worth our while to do this sale". But this is an off-the-shelf computer. If not from the Apple Store he could have picked one out of the pile at Best Buy. That kind of attitude was unwarranted.

 

[MrSmith]

We also have to put up with the good barbers closing at 5pm on weekdays and not being open on Sundays.

That wouldn't bother me. I haven't got any hair:

 

[something3153]

she ended up with a 17 inch beast of a laptop with year old specs

If I were trying to explain the benefits of Macs, I would not bring up the issue of selling machines with year-old specs. Really.

 

[notjustjay]

FedEx?? Why do you assume I'm American. Oh, I know...

My reality is Japan. Delivery until 9pm and if I'm not home they just take it to my nearby workplace. It's called service with a smile.

What kind of dystopia do you suffer?

FedEx doesn't deliver to Japan? I don't assume you're American. I'm not. I'm Canadian.

I didn't realize that in Japan they deliver in the late evening -- that's pretty convenient. Unfortunately in Canada the little paper slip always seems to arrive in the mid-afternoon. And I can't deliver personal packages to my workplace. Definitely tried, definitely was reprimanded for it.

 

[jzuena]

then the guy got angry and told me that he considered himself a "salesman" and if he just sells me the machine then he is nothing but a clerk.

ultimately i ended up getting the one i wanted because if was a gift a buddy had asked me to get for his dad but geez i almost turned around and just walked out of there empty handed.

If I was you, I would have not had the same patience and composure. If he had said that to me, I would have looked him straight in the eye and said "Well, salesman... you just lost a sale." and walked right out the door.

I would have said "I see... can you send one of the clerks to sell me the machine."

 

[kingtj]

Huh? (ageism)

You're talking about people working a retail job, here... If you're older, grey-haired, and experienced with technology, why would you even WANT an Apple retail position in the first place? That's like getting upset that you only see young people working the registers at Best Buy.

Sure, the job has a fair amount of respect associated with it (since people think a lot more highly of Apple than most retailers, on the whole). But the pay is going to be, basically, the higher-end of "entry level".

If you want to argue that Apple should consider paying a lot more for a few more "tech. experts" to staff their stores with, that's a whole separate issue -- and may or may not have merit. (I think it could, assuming they made smart use of that talent.) But currently, their business model is about maximizing profits and efficiency with younger, cheaper labor who like what they do/sell.

Someone needs to bring Apple to book for its ageism however. When you look at those they look at, its clear that knowledge and enthusiasm and experience count for relatively little if you are grey-haired and not young and "hip". Very sad in this day and age (I speak from personal experience).

 

[JCanfield]

wow...i thought this was an isolated thing that happened to me last year when i went to buy a MBAir.

I had already scouted all the versions and knew exactly the one i wanted so when i walked into the store i just said i want the Macbook Air ...with such and such. They guy then starts asking me stuff like "who is it for?", "what are they going to use it for?", "does that person currently own bla bla bla?" ...ultimately i got pissed and asked the guy if there was some reason why i wasnt allowed to just buy the one i was asking for and if i needed to fill some sort of requirement in order for him to allow me to pay him for the computer? then the guy got angry and told me that he considered himself a "salesman" and if he just sells me the machine then he is nothing but a clerk.

ultimately i ended up getting the one i wanted because if was a gift a buddy had asked me to get for his dad but geez i almost turned around and just walked out of there empty handed.

My experience was just the opposite.

I walked into the store ready to buy a Mac Pro. I had researched them and was absolutely certain what I wanted. I wanted it for my photography business and thought I needed the most of of everything - the most memory, disk, best display adapter; everything that would make most sales people salivate. I was absolutely ready to buy the most expensive system on the floor (which was actually more than I needed, but I wanted it anyway) until the sales person ask me what I wanted to do rather than what I wanted to buy.

After hearing my needs, he explained that I would be better off going through the Apple's on-line store and get exactly what I needed rather than buying one of the limited-option pre-configured systems that they had in the store. He also told me that I should look in to third-party memory rather than the more expensive ones that Apple supplies.

I'd never been told "we don't have what you want" and referred elsewhere at an electronics store before. I left impressed. Yeah, it was crowded and yes, it took a bit to actually talk to anyone, but I didn't feel my time was wasted.

 

[nylonsteel]

The store methods and training sound good
Wondering what the retail employees pay rates are

 

[un.titled]

The store methods and training sound good
Wondering what the retail employees pay rates are

Depends on area, position, experience, and education, like any place. I believe they make more than most retail tech positions in comparison.

 

[MrSmith]

FedEx doesn't deliver to Japan? I don't assume you're American. I'm not. I'm Canadian.

Oops. My apologies... No, I've never used or heard of FedEx here. Even parcels from the US.

I didn't realize that in Japan they deliver in the late evening -- that's pretty convenient. Unfortunately in Canada the little paper slip always seems to arrive in the mid-afternoon. And I can't deliver personal packages to my workplace. Definitely tried, definitely was reprimanded for it.

The slip might arrive, but a phone call secures a later delivery if necessary, but the company want to deliver parcels asap so they take it to my work place without me asking.

 

[un.titled]

Some people know what they want, some people believe they know what they want, some people think they know what they want, and some people have no idea.

How is a retail employee supposed to know unless there are probing questions into your needs? When I was an undergraduate, I worked at a retail store, selling computers, and you would be amazed by the number of individuals who walked in saying "do you have this, this is what I want" and later left with a different computer that better fit their needs (now and into the future) after a more personal discussion. The majority of users have no idea what they want/need.

If you're in the minority, and easily get your panties in a twist talking to a tech/salesman who is trying to fit you into the right device, then shop online or deal with it.

 

[NAG]

If I were trying to explain the benefits of Macs, I would not bring up the issue of selling machines with year-old specs. Really.

Uh, this was a Microsoft ad where there person ended up with a year-old, 17-inch Windows laptop. As in she went to Best Buy or some other store. I may be lost here so if that wasn't a point of confusion can you explain your point to me better?

This is the last time I'm going to explain my position. All I was saying was, a Mac computer (iMac, MacPro, Macbook/Pro/Air) can do anything a Dell can, except be cheaper. So if somebody wants a 15" Laptop, that runs Windows, and has an i7, Apple has that. But, if they want it for less than a $1000, a Mac can't do that, and if I was the employee, I would recommend looking at a PC. If they want OSX, they need to save up some more. Aside from breaking the EULA.

You realize the cheaper thing is completely subjective, right? Often times the price points are extremely similar (and sometimes the mac actually is cheaper). This is an extremely old and tired point that is not nearly as cut and dry as you portray it. Maybe the reason why you need to constantly "explain" this point is because you fail to understand your explanation is wrong.

Edit: I guess if they were looking for a specific hardware, Apple couldn't fulfill that either. Ex. AMD processor. Macs are not the most configureable devices, but all manufactures have hardware configuration limitations.

And you go ahead and ignore the part of my post that addresses the build your own point. Do you really think most people know about xyz part let alone how to put all these parts together to make a computer? And if you do know all this stuff and want to make your own computer why in the world would you be in an Apple Store talking to a person about buying a computer? You know how to build a computer yet you somehow think you can do this in a retail store (Apple or otherwise). Is it because you like trolling? Because that is the only thing I'm reading here.

 

[morespce54]

I think it's funny (or more appropriately, interesting) that they keep spending so much time/effort/money in their retail stores these days when they try to move everybody's purchases online (Mac App Store, App store, etc.)

 

[bretm]

Who cares if they "hate" you. Go in, buy, and leave.

You get what you expect. I know what I want and often feel I know more than the associates in my area of needs. But I often just end up talking about how cook a new product is or what I've learned about a product, etc. I think sometimes they're happy just to shoot the sheet and look busy Especially if there not making commission. None have ever pushed me to buy anything. If it's super busy they have to move on obviously, but usually there are plenty of people AR apple to help others. Unless it's ipad launch day or something.

 

[jonnysods]

Man Apple are intense with every aspect of their business. Pretty well thought out and cool.

 

[MacMan86]

I was thinking about editing that post and saying "for bonus points, ask for his manager and explain why you're leaving". The OP clearly stated "I'm here to buy X, please sell one to me" and the salesman insisted on going through the whole pitch, despite the OP's repeated attempts to simply buy what he wanted, and to the point where the OP became visibly frustrated. Then in turn the salesman got haughty and arrogant ("I'm a salesman, not a clerk").

I can understand that in certain businesses they structure the sales so that it is very undesirable to "just sell me X" (think of the ads in the back of camera magazines, or car ads for the most basic trim, or any kind of custom work), where the salesperson might actually say "Well, if all you're looking is to get X, and only X, then I'm afraid it's simply not worth our while to do this sale". But this is an off-the-shelf computer. If not from the Apple Store he could have picked one out of the pile at Best Buy. That kind of attitude was unwarranted.

Nowhere does the OP say he made repeated attempts, he just lists the questions he was asked. You're adding adjectives ('haughty', 'arrogant'), emotion and emphasis to a conversation you weren't even party to.

I'm not taking anyone's side here, I said the Specialist should have worked out the situation quicker:

A lot of customers who come in and think they know exactly what they need actually don't and can be saved a lot of money on a lower spec model. That's what you're trained to do. The Specialist in question should have understood the situation with fewer questions, that's all.

I stand by what I said, a lot of people come in with the wrong product choice in mind. You're trained that if you simply hand over the computer with no questions asked, you've done a really bad job. The fictional manager you would have called in would have said the same. A proportion of customers can be saved money, and it is your job to offer to save them that money. The questions asked are not to sell attachments ("who's it for", "what are you going to use it for"), they're clearly to make sure you're buying the right product.

I've seen what happens when the right questions aren't asked and I've read the (very negative) feedback from customers who were sold products by others without question.

 

[something3153]

Uh, this was a Microsoft ad where there person ended up with a year-old, 17-inch Windows laptop. As in she went to Best Buy or some other store. I may be lost here so if that wasn't a point of confusion can you explain your point to me better?

I'm aware what you were talking about. My point is, Apple is also perfectly happy to sell machines at new prices with year-old (or more) processors and graphics cards. Pointing out Windows machines with old specs isn't really a selling point for a Mac. C2D for sale in 2011, anyone?

 

[WhySoSerious]

It has less to do with the salesman and more to do with how you say no. I assure you, no matter the salesman, my no is never interpreted "tell me more." If yours is, you need to reevaluate how you communicate.

oh my god, are you actually serious? you're saying that it's MY fault that i say "no" in the wrong way/tone?

that sounds familiar....to rape victims. "hey darlin', i know you said NO to the attacker, but, you know...you really said it in the wrong tone and it's your fault. please re-evaluate how you communicate next time you're attacked".

Aduntu.....no, means no. period.

 

[un.titled]

You realize the cheaper thing is completely subjective, right? Often times the price points are extremely similar (and sometimes the mac actually is cheaper). This is an extremely old and tired point that is not nearly as cut and dry as you portray it. Maybe the reason why you need to constantly "explain" this point is because you fail to understand your explanation is wrong.

Fine, go into your local Apple store and tell them you have $400 to buy a laptop. See what they tell you. You're confused what my opinion was.

And you go ahead and ignore the part of my post that addresses the build your own point. Do you really think most people know about xyz part let alone how to put all these parts together to make a computer? And if you do know all this stuff and want to make your own computer why in the world would you be in an Apple Store talking to a person about buying a computer? You know how to build a computer yet you somehow think you can do this in a retail store (Apple or otherwise). Is it because you like trolling? Because that is the only thing I'm reading here.

You can configure a computer without even opening it. I can configure a MAC right from Apple's store. Apple doesn't supply the most options for doing this in comparison to other company's. I'm not saying it's a bad thing, just some people (the minority) might find that certain configurations are not available for them through Apple. Don't confuse configuring with building. All manufactures have configuration limitations, they choose what they feel would be the most popular options.

 

[*LTD*]

Making large sums of money means you're good at making large sums of money, not that your customer service is great. Having a brainwashed customer base that is willing to spend ludicrous amounts of money

Yeah, that *must* be it.

They're all brainwashed. There's cheaper options out there, but they've chosen the Apple way, and they keep doing it for some mysterious, inexplicable reason. They've just got to be crazy.

It isn't because Apple's nailed the principles and practice of effective retail. No, that can't be it. It's because they're being controlled.

LOL that's ****in gold, man. Just gold.

 

[centauratlas]

No Unions - so employees know that if they don't do their job, they can be fired.

Incentives to actually work are a good motivating factor.

 

[ikir]

"sales associates are taught an unusual sales philosophy: not to sell, but rather to help customers solve problems"

It was always this way, i work in a Premium Reseller and we often sell less than we could because we want consumer spend the right money not too much for nothing. Often we suggest less powerful machine the we're asked, it depens on specific use naturally.

Only on forums and "alway crying anyway" users says the opposite. Try to go over a PC local shop and act as an clueless users they will try to sell you everything even USB banana shakers

 

[kiljoy616]

"frequency with which staff members are able to convince customers to add on ancillary products such as AppleCare to their purchases. Staff members who fall short of the goals receive additional sales training or are diverted to other positions within the store."

The only thing I hate when I go to the store, come on Apple you do so many things well, this part makes no sense. Maybe they will change this policy.

 

[kiljoy616]

I didn't realize the scope and depth of indoctrination Apple employees go through.

You should work for Wal-Mart, heard some messed up religious type indoctrination there. Lots of successful company do some type of indoctrination for those on the sales force. Never worked in the field never want to.