On-Point

Appointments

100

What is an express appointment? 

An quick appointment that is used for lost/missing AirPods or a cracked display on an iPhone. 

200

Name a few ways to make a Genius Bar appointment. 

Concierge, Apple Support App, Support.Apple.Com, Calling Apple Support Online

300

Customer has a cracked display on a MacBook Pro. You've created them an appointment, but they want to know the pricing of a new display. What would your response be?

Do not position any cost at on-point! Customers can go to support.apple.com or wait to talk to their technician. 

400

Customer is looking to purchase iPhone 13 pro max. How will you get them support? 

1. Look for available specialist that should be at the front.

2. If none are available, book shopper list or SWS

500

What are pre-session diagnostics? How is it initiated? 

Pre-session diagnostics is a hardware test called MRI. It is started through a the text reminder for customer's appointment or through concierge QR code.

Best Practices

100

How do initiate a repair run?

Through concierge, go to repairs, find the repair by name, submit 3 articles of clothes, set to a6, hit the running icon

200

What other icons can we use to describe a customer beyond what they are wearing? 

Stroller. Pet. Backpack. Mask. 

300

where is our meet up spot in case of an emergency?

parking lot of container store 

400

If a customer comes in early for an appointment, how do we check if we can take them in early? 

1. Check the walk-in time & create a new appointment 

500

You see a colleague giving a customer the misinformation on on-point. How would you handle this situation. 

Seek to understand why this situation happened and give feedback to the person who is giving the misinformation. 

Statements

100

Customer walks in to our store. Show us how you greet them and what welcoming/probing statements would use?

Answers may vary 

200

A Genius Bar customer is coming in again because their issue still persist. How would you handle this interaction? 

Probe. Check in with leaders. Create an appointment  & highlight 

300

A customer missed their appointment by 1 hr. The Genius Bar is unable to return the appointment to queue. How do you support the customer in these situations? 

1. Offer to create a new appointment as a walk-in if the system allows. 

2. Create a support call if necessary

3. Position the apple support app. 

400

Customer wants to see the watch 8 pro, what is the correct response? 

"That's not a product we have, however, we have an announcement tomorrow, so who what will happen!" 

500

Customer wants to know if the prices of iPhone 13 will go down after the announcement. How would you respond? 

Answers may vary