Greetings
What is the best body language to have at On Point?
Open body language, welcoming and approachable, device to the side.
What tag do we use to show that a customer is trading a device in?
Apple renew logo
What is the difference between Shop with a Specialist and Product Reservation?
SWS makes the customer a drop in appointment to browse with a team member. Product Reservation reserves an item for a customer.
Use the camera to scan the customer name and email from the customer info section at the top of settings
How do we approach at on point?
With a warm welcome
What tag shows that the customer has a backup of their data?
The cloud tag
Where do we send courier pickups?
Arcade wall
What information should we get to give the technician information about device type, warranty and trade in value?
Serial Number
How do we probe at on point?
We probe efficiently to understand the customer needs quickly, and identify the next step in their journey.
What tag shows that the customer knows their AppleID and password?
AppleID logo - person with circle around them
What customers would go to APU table?
Accessories, quick sales, returns without exchanges attached, gift cards and some pickups*
What two pieces of information do we need to know before a Genius Bar appointment?
Does the customer know their AppleID and password, does the customer have a backup of data
What are the 3 minimum questions we need to ask for iPhone customers?
Backup, AppleID and password, Trade in
What tag lets us know where the customer is waiting?
Table number
What items can be run to customer?
Any non-iPhone pickups can be run to customer if the option is available
When a customer is here for their appointment what should we do in concierge?
Who greets our customers?
Everyone! Every team member is part of on point and should greet customers, make appointments and check them in.
What do we put in for the "Description" section?
Description of top, bottom and accessory that the customer is wearing.
Before we run an item to a customer, what needs should we understand before we get the item sent out?
Activation, trade in and setup needs.
When should Genius Bar customers find out their trade in value?
On point