![]() You: Mostly for entertainment, watching Netflix, reading, and Facebook.Īpple Staff: Okay, well, I think you'd really love our 16GB iPad, now do you have a preference for size or color? (P) Just not sure which one's right for me.Īpple Staff: I see, what do you plan on doing with that iPad? (P) You: Good, I'm just thinking of getting an iPad. ![]() You: Strolling by, you decide to take a peak into the wondrous and magical Apple store at the mall or out on the street.Īpple Staff: Hey, how's it going? (warm, disarming smile) (A) Here's how this might play out in real life: L - Listen for and resolve any issues or concerns.Į - End with a fond farewell and an invitation to return. P - Present a solution for the customer to take home today. ![]() P - Probe politely to understand all the customer's needs. really stand for when it comes to training staff how to sell? It actually means:Ī - Approach customers with a personalized, warm welcome. In fact, every thing you've expected from the moment you walk in to the time you leave has been tediously thought out and most of it scripted. Not only does it comprise a list of Do's and Don'ts, it goes right into the specifics of which words they're not allowed to use, and how to identify and take advantage of our emotions. When Apple's Genius Training Student Workbook was leaked by Gizmodo two years back, it revealed a great deal about the extent to which the company goes to sufficiently train and produce the level of quality service anyone who's visited an Apple store comes to expect. How picky are you when it comes to finding the right "type" of fit for your brand? With that, here's a list of questions to help you reflect on your current hiring process:ĭo your sales staff evangelize your products? They also have one of the lowest employee turn-over rates according the insiders. They love the product."īut just how hard is it to get a job at an Apple retail store? Former SVP of Retail Ron Johnson was once quoted as saying that it's tougher to be hired at Apple than being accepted by Stanford University. You've got to love the product and what it is. Jay Elliot, author of two books about Apple, describes getting in as follows, "you've got to be totally wedded to the culture (at Apple). The biggest determining factor for being hired though is how much of an Apple evangelist they are and how well they fit into the team. The staff at Apple retail stores are all screened and trained with a great deal of scrutiny before they make it out onto the sales floor to interact with customers. In this post, I'll dissect some of the core elements that Apples uses to train its retail staff when it comes to delivering a great customer experience so that you as a small business retailer can walk away with some gems of how you can rethink customer service in your own store to inspire greater brand loyalty. Keeping all that in mind, more and more retailers are trying to figure out Apple's "secret sauce" when it comes to its retail experience, specifically when it comes to customer service, hoping to inspire the same degree of customer loyalty or "cult following" that Apple has. Pair that with rampant expansion plans that puts the technology giant at 420+ stores around the world, and we're talking some serious revenue numbers, about $76 billion worth in the first quarter of 2016. Apple is the fastest growing retailer in history and has dominated the holy covet of retail metrics, sales per square foot, almost since its inception, which hit $4,798 in 2015.
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