General
How many products can you book in the same GB appointment?
2
True or False
We should book a GB appointment even if someone has iOS Beta installed.
False (In order for us to send to repair, the device cannot be on beta as the post-repair diagnostics cannot be run on beta software)
True or False
Concierge looks at the overall Genius Bar pace to calculate wait times and call customers back.
False
It only looks at schedules of team members, currently opened sessions and customers in queue.
Which product in the Concierge app has the most options to choose from?
iPhone
Name the Easter Egg that was included in the first iPod
Game called Breakout that Wozniak and Jobs developed when they worked at Atari.
The way to get the Easter Egg is to go to the ‘About’ menu and hold down the center button for just a few seconds
Name 2 things you should check for when someone comes in for their GB appointment.
- serial number of device is in the system
- pre-session MRI
Name the category of appointment under iPhone which has the shortest period of time allocated to it.
Accessories (5 minutes)
Name of the 1 of the 2 longest Mac appointments.
- iCloud
- iTunes and App Store
25 minutes each
True or False
The time allocated for a cracked display appointment is the same as for a physical damage appointment.
False
Cracked display 10 min
Physical damage 15 min
Apple has how much more money than the US Treasury?
Twice the amount
What color does an AirPods appointment show up as on Concierge app?
Red
What is the shortest appointment time under the iPhone category?
Accessories - 5 minutes
Generally, we recommend to book hardware instead to give GB more time (15 minutes).
If you prioritise a customer using the Concierge app, what happens to the queue?
The next customers are pushed back which will increase their wait times
True or False
If you book an iCloud appointment, it's the same amount of time regardless if booked under iPhone or Mac.
False
5 mins more with Mac (25 min vs 20 min with iPhone)
What did LISA (Lisa computer launched in 1983) stand for?
2 answers
- Logical Integrated Software Architecture
- Lisa is also the name of Steve Job’s daughter
If you go back in time (on the Concierge app) and open the product zone list, what appointments will you see?
All the cancelled ones
When in the Concierge app, what does the wait time for mobile queue mean?
how long to wait for the next iPhone accessories appointment
True or False
Concierge will adapt its schedule to when GB team members punch out for lunch.
False
It will continue to run based on what the schedule it was given at the beginning of the day.
What happens when an employee is suddenly added to queue in their schedule?
Concierge will be able to plan and adjust customer's wait times more reliable than if off-queue.
Note that if a team member is added to the queue in the moment, his or her first hour will be allocated to walk-in only.
To fund building Apple I, co-founder Steve Wozniak sold what?
His scientific calculator
HP-65 calculator that he sold for $500
Can you see a month of Today at Apple sessions in the Concierge app?
If so, how?
Next to Today at Apple, click on "Alle anzeigen", you will see a month's worth of sessions and can even choose to view those in Rennweg and Basel.
10
Mac, iPhone, iPad, iPod, Apple Watch, AirPods, Beats, HomePod, Apple TV, AirPort
When returning a customer to queue, does it matter if they were originally a walk-in or had a reservation they booked?
If so, why?
Yes, it matters.
If they were a walk-in, they will be prioritised behind the other walk-ins who are already notified.
If they had a reservation, they will be prioritised ahead of walk-ins and as close as possible to the original time.
What happens to Concierge if a non-queued Apple employee does a GB appointment?
It will recalculate every single time a session is opened unexpectedly. This could cause customers to receive multiple updates on their quoted wait times, or get called back extremely early, since Concierge has to continually adjust for these unexpectedly opened sessions.
A very common misconception is that Apple invented the first ever computer to use a GUI (graphical user interface). This however is not the case.
Name the company that was the first.
The company Xerox had one of their computers using a GUI back in 1973