Concierge Basics
The feature used to prioritize a reservation and move it to the top of the queue
You want to find out if you can add someone to the Genius Bar queue. How would you communicate this to Matchup?
Using the Talk app
True or False: Shop With a Specialist appointments are prioritized over Shopper List appointments
TRUE
Where should On-Point be positioned in the store?
Between the A+B rows and/or between the B+C rows
After how many minutes is a Genius Bar reservation considered late?
5 minutes
In Concierge, the type of pickup with a purple logo is called
An IDL or Courier Pickup
You are calling out for a customer but you are unable to locate them. Should you cancel their appointment or unmark them as here?
Unmark As Here
Recently reintroduced to B2 to support with quick accessory transactions
The Express table
We use this to easily communicate to other areas of the store
Talk App
Why shouldn't you scan a QR code for a Genius Bar reservation?
Scanning the QR code marks the customer as here, even if their appointment is later on
Your customer, Bob, is here to drop off his computer for repair. Where might you find Bob's name in Concierge?
Under Repairs --> Drop-Off
A customer is picking up their online order but they didn't receive a QR code. How can you check on the status of their pickup from Concierge?
By searching their Web Order number
When capturing a Business intro while On-Point, what is the best template to follow?
Make #ART+
Before creating a Shopper List reservation, what's one thing you MUST take into consideration?
How many people are checked in at the time
This Concierge feature sends a text to the customer notifying them to come back to the store
(Hint: Genius Bar)
Meetup
Add Tags (Location) and Description
A customer approaches you to pick up their device from repair. What is the first step before running their device?
Marking the customer as "here"
This feature is used to display the footpath of a reservation in sequential order
Audit trail
We use this feature to navigate the queue and sort the different types of reservations
Custom Queues
What two words indicate the customer received a text to return to the store?
Notified and Reminded
A customer approaches you with a QR code. What are the four possible reservations they could have?
Today at Apple, Genius Bar, Apple Pickup and In-Store Reservation
What would you do if you're checking in a Genius Bar customer and the Forum AND the D row is full?
Have the customer wait in the C row
How many Leads do we currently have? What are their names? (includes experiences)
7. Taruna, Ehnor, Ricardo, Ryan, John Tay, Cristal, Eric Rosa!
At what point do we start scheduling Shop With a Specialist reservations for later on during the day?
Once we hit 4 Shopper's List in queue
What is the reason we don't create one session for multiple product appointments?
So the technician can get credited for all sessions taken