TRADE-INS / RETURNS
What is Apple's return policy
What is 14 days?
What needs to be ran for during launch
What is EVERYTHING? This includes stuff that needed to be restocked, bags, products...
When should restocks be communicated
When is always? Communicating with the floor and back of house about restocks being pulled allows for there to be less high theft sellable products left on the floor.
What software update will Apple Intelligence be a part of and what phones will be supported
What is 18.1 and the iPhone 15 pro, 15 pro max and all 16 models
How many steps do you think your operations team will average on launch day
What is about 15,000? Historically Jennings has averaged over 15,000!!!!! :)
In what way should the trade-in label be placed on the device being traded in
What is folded and on the front of each trade-in? This allows us to move the trade-in label if needed. (The same goes with returns).
When does launch start for backstage
What is the minute the announcement is done?
Is it important for me to be in the location that I said I was on my runner
What is yes? With how much foot traffic we expect during launch, operations can find you quickly this way.
What health features will not be available on launch day
What is sleep apnea detection and hearing health?
True or false: A phone-to-phone transfer occurs at a speed of 5 GB/1 minute.
What is false? A phone-to-phone transfer takes 1 to 2 GBs per 1 minute.
What is an acceptable condition for returns
What is like new? Like new means how the customer received it. This includes the box, the cable, and in new condition. (No scratches, cracks, boogers, or anything that lowers the value).
When should I hang out backstage during launch
What is never? Please avoid foot traffic backstage unless necessary, especially during launch weekend. There will be million things going on and this helps with how crowded it will be. (YES. THIS DOES INCLUDE BEING BACKSTAGE TO TRY AND SEE THE NEW PRODUCTS WHEN THEY COME IN).
Can I make reservations of product for my friends and family
What is no? This is due to business conduct where we don't take advantage of the systems that we have access to.
The weight of the iPhone 16 Pro
What is 7.03 ounces (199 grams)?
When should I charge for bags
What is whenever a customer asks for one?
This is a Colorado law! When we don't charge for bags, and we run out of them, this makes it so that operations can't properly process IDLS.
Bag charges include both in-store purchases and pickups!
What is, keeping the trade-in values high?
When should ISH (In-Store Hold) be used during launch
What is never? Please avoid using ISH and reserve all needed products the correct way through concierge.
How many descriptive characteristics do you need to put for a runner
What is at least three? This allows us to distinguish between customers on the floor. (Please try to be more creative than black shirt, black pants, black shoes...)
What are AirPods 4 and AirPods Pro 2?
What envelope do IUP trade-ins go in
What is a padded manilla? (The bubbly thick ones)
If the customer comes back two days later to get their trade-in, is this something that they can do
What is no? Trade-ins are sent out daily. The customer will be able to get a gift card up to 14 days after their purchase.
What is the runner time that operations strive for
We strive to be under 2 minutes for runners to be EE. Anywhere between 2:01 and 5 minutes has us at an AE.
When is it appropriate to make comments about handoffs in the runner notes
What is always? If there is a handoff done on a runner, please note it.
This includes runs, reverses, picks, service parts, and ANYTHING that needs a run. Notating this helps operations know what's going on and have us not have to chase you down.
What is the pixels per inch ratio on the Apple Watch Ultra 2
What is 326?
What is talk about Apple's price match up to 10%?
We price match up to 10%, and the stores that we price-match with can be found in Hello article PR6119.