Confidential Manual reveals Apple store secrets.

[iPhonelover72]

In a recent article, the Wall Street Journal uses confidential training manuals, a recording of a store meeting and interviews with more than a dozen current and former employees to reveal some Apple Store secrets.

Here is a recap:


● More people visit Apple’s 326 per quarter than the 60 million who visited Walt Disney Co.’s four biggest theme parks last year
● Apple’s annual retail sales per square foot is $4,406. With online sales and iTunes it’s $5,914.
● Sales associates are taught not to sell, but rather to help customers solve problems. “Your job is to understand all of your customers’ needs—some of which they may not even realize they have”


Read more: http://techdeville.com/2011/06/19/confidential-manuals-reveal-apple-store-secrets/#ixzz1PpF9jD65

Well I wouldn't call em secrets, more like facts.

 

[JASApplications]

Well I wouldn't call em secrets, more like facts.

Woah! Those 'Secrets' are sooooooo revealing!

 

[crazytiger86]

More people visit Apple’s 326 per quarter than the 60 million who visited Walt Disney Co.’s four biggest theme parks last year

Its free to walk into an Apple store.
It costs at least $99 to walk into a Walt Disney Co. theme park.

So yeah, more people would visit it.

 

[wordoflife]

Its free to walk into an Apple store.
It costs at least $99 to walk into a Walt Disney Co. theme park.

So yeah, more people would visit it.

Not to mention they are everywhere. Not just in California and Florida

Oh, I love this:
"Your job is to understand all of your customers’ needs—some of which they may not even realize they have”

While this might be completely true, it sounds funny because they said "your job is not to sell stuff" which in my opinion, is close enough.

 

[Krevnik]

Not to mention they are everywhere. Not just in California and Florida

Oh, I love this:
"Your job is to understand all of your customers’ needs—some of which they may not even realize they have”

While this might be completely true, it sounds funny because they said "your job is not to sell stuff" which in my opinion, is close enough.

Well, of course their job is to sell stuff. But I think the distinction is meant to be a somewhat subtle one. Some might read this and think, "Help them discover the problems we can help them solve." Where some might read this an think "Find out what they are trying to do, or their annoyances, and how you can help make them less annoying, be it via advice, or recommending a product."

If you push to create a no-pressure environment, you get less buyer's remorse, and your customers will trust your employees more when advice is offered. On top of that, if the employee behaves this way, the customer is more likely to feel like a respected customer who is smart enough to decide what product fits them. That all builds up a customer/employee relationship which feels less one-sided and generates more repeat business.

Hell, the brands I recommend are usually based on 2 things: the quality of the experience, and the quality of the customer service. When everything is made in the same factory in China, it really boils down to who can polish the experience and feature set more, and who will do what they can to keep me happy before, during, and after the purchase.

 

[nutflix]

Bump

Hello everyone,

I have been using Apple-products every day for about three years now, and it has has certainly been a pleasure.

During these two years I have just as many others proberly, got more and more intrested about Apple as a company and there corporate-culture. However, it is not very easy to find more than just things that are suited to the "customers".

To make a long question short, is the training manual out in the wild? (I just found fragments) Can it be found?

Are there other documents out there that provide additional insight into Apple's training?

Thanks in advice!
Have a further good weekend everyone

 

[Thetonyk123]

Its free to walk into an Apple store.
It costs at least $99 to walk into a Walt Disney Co. theme park.

So yeah, more people would visit it.

And its better.