Eligibility
How many models of our Hero products are ineligible for Apple Upgrade?
7 (iPhone 16, iPhone 16 Plus, MacBook Neo, Mac mini, Displays, A16 iPad, Apple Watch SE 3)
A customer wants to use their Apple Card to pay for their Apple Upgrade payments. They ask you if they will still get 3% cash back.
Yes!
Customers can trade in this many devices per Apple Upgrade lease.
One
If a customer has AppleCare, the damage fee at the end of a lease is reduced to the ____ , the same cost as a repair at the Genius Bar.
AppleCare Service Fee
Terminology for Apple Upgrade: "Lease" or "Loan"
"Lease"
Customers must pass this financial screening to qualify for Apple Upgrade.
Soft credit check
A customer tells you they have great credit, and asks if this will give them lower monthly payments.
No - all customers receive the same Apple Upgrade pricing.
A customer's trade in value exceeds the total cost of the lease. What happens to the extra value?
The additional value is given to the customer as a gift card.
If a lease is terminated before the initial lease term, what three things must happen?
1. Pay the total of unpaid monthly Lease Payments (including applicable taxes and fees), through the end of the initial lease term
2. Return the property within 14 days
3. Pay any damage fees
Terminology for Apple Upgrade: "AppleCare service fees are lower than regular damage fees" or "AppleCare helps preserve Trade-In value"?
"AppleCare service fees are lower than regular damage fees"
Customers are eligible to upgrade early to a new device with a new lease before their initial lease term is up by paying the early upgrade fee, which is equal to...
The total of unpaid monthly Apple Upgrade lease payments (applicable taxes and fees, including damage or service fees).
A customer can change their Apple Upgrade payment method on the ___ app.
Klarna
Your customer is excited to trade in their device to lower their monthly payments. They ask you if they can also put down a down payment today to further lower their payments.
No - there are no down payments for Apple Upgrade.
A customer is interested in financing accessories with their Apple Upgrade. They ask you if they need to return them at the end of the lease.
No - accessories are financed, and the customer will own them.
iPhone leasing term lengths: ___ or ___ months
12 or 24
A customer activates their phone with Verizon when enrolling in Apple Upgrade. They ask you if they are eligible to change their carrier before the lease term is up.
Yes! iPhone requires carrier activation to enroll in Apple Upgrade but isn’t locked to a carrier.
Your customer traded in their 13 mini towards their Apple Upgrade. They come back later to say they actually want to give the phone to their sister. We let them know that we cannot return the trade in device but instead ____.
The customer will receive a gift card for the value of their device.
The Purchase Option Fee is the cost of the device minus all lease payments made (plus applicable taxes and fees).
Apple Upgrade payment method: American Express or Visa
In this example, Visa. American Express, Chase, and Capital One credit cards are not supported.
A Genius Bar customer wants to enroll in Apple Upgrade. However, their phone no longer receives messages. Are they eligible to enroll today?
Yes - however enrollment through EasyPay requires a phone with the ability to receive SMS messages AND scan a QR code. We can help the customer complete an application online, and process as an APU.
A customer doing a post purchase trade in for their Apple Upgrade will get credit back on: A gift card OR the credit card they used
A gift card - customers can only get trade in value on their card when done day of, or for APU where trade in was selected during the transaction.