Product Zone
What tool do we use with every iPhone interaction?
Ways To Buy
What is the earliest a customer can check in for their appointment?
5 minutes before their appointment
When Ops run an accessory and it’s not sold, what do we do with the accessory?
Reverse it or place it on the appropriate shelf
If a customer has a trade in, what is something we should bring with us to set up?
Trade in bag and label
How do we determine if a customer is an express customer?
If they know what they want and is not looking for any additional support.
True or False: I can purchase an Apple Watch Series 8 as long as I have an iPhone 8 or newer.
True
What do you do if a customer comes in for the wrong symptom?
Edit the Symptom
What notes should we put in a reverse request for a trade-in item?
Serial number and device model
What probing questions should we ask before sending a customer up to set up?
How much time do you have?
Do you have a back up?
Do you know your Apple ID Password?
What does the red dot on the pick up label signify?
Opportunity to Position Apple Care
True or False: All items are eligible for the Extended Holiday Return Policy
False
Other than contact information, what two important pieces of information do we need to create a Genius Bar appointment?
Apple ID Password and Back Up
What notes should we put in the run request for when running to courier?
Number of orders the courier is picking up
If a customer doesn't have a backup, what type of service do we offer to customers looking to transfer data from an old MacBook to a new one?
Data Migration Appointment
True or False: If a customer wants a screen protector, we can send them to express.
False
What are some free subscription trials we can offer to first time customers?
During check in, what can we do to help expedite a customer’s experience at the Genius Bar?
Initiate MRI for pre-session diagnostics
How do we run a business pick up?
Create a reverse request with Business name, items in the pick up, invoice number in the notes
What type of set-up experience should we position to customers?
One to Many
What tool do we have in EasyPay to assist us with helping out multiple customers at APU?
Saved Bags
Apple Watch GPS + Cellular purchased in the US will only work in which four countries?
US, Canada, Puerto Rico, Ecuador
What are the all the support options we can offer to our Genius Bar customers?
Genius Bar appointment, support chat, support call
If a phone is activated but not sold, what do we do?
Remove the pull tab and let backstage know that the phone has been “burned” in the notes
What components should a warm handoff in setup include?
customer name, back up size, type of transfer, if there’s a trade in, if there’s an activation
If a customer needs additional support after picking up their item, what should we do?
Create a shopping appointment for them