leaked Leaked 'Genius' manual offers rare insights into Apple

[whitebread]

Leaked 'Genius' manual offers rare insights into Apple

Apple's reputation as a secretive and exclusive high-tech, corporate cult just got a major boost with the leak of a fascinating, and some would say bizarre, training manual for store staff.

The manual was obtained by tech blog Gizmodo, and provides a previously unseen glimpse into the inner machinations of Apple, and the rigorous indoctrination that Apple Geniuses go through before donning their ubiquitous blue shirts and taking their place at the Genius Bar, where frustrated customers come for help.

The Genius Training Student Workbook teaches new recruits how to think, respond, react, and most importantly empathize with customers -- all with the desired end goal of keeping them happy and eventually making a sale.

Read more: http://www.ctvnews.ca/sci-tech/leaked-genius-manual-offers-rare-insights-into-apple-1.934408#ixzz254TVc7z7

Source: http://www.ctvnews.ca/sci-tech/leaked-genius-manual-offers-rare-insights-into-apple-1.934408

[+Gary7 Subscriber²]

Isn't Genius and Apple an Oxymoron?

[SiCKX]

Genius? :)

[Growled Member]

Apple's reputation as a secretive and exclusive high-tech, corporate cult just got a major boost with the leak of a fascinating, and some would say bizarre, training manual for store staff.

Apple is a strange company, no doubt about that.

[+Xinok Subscriber²]

I didn't see anything in the examples they gave as out of the ordinary. I'm sure you'll see many of the same sales tactics used in an AT&T store or a car dealership.

[devHead]

I love this from the article:

Here?s the example provided in the manual:

• Customer: This Mac is just too expensive.
  
• Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities.
  

Yeah, 'cause no other computers have software and capabilities; that's why ours are so expensive.

It should be:

• Customer: This Mac is just too expensive.
  
• Genius: I can see how you'd feel this way, especially since no other computer hardware on Earth is priced like this. But feel the construction of this puppy. Unbelievable, right? Isn't that worth $1560 more?
  
• Customer: Why are you called a Genius, again?
  

[+virtorio MVC]

I love this from the article:

Here?s the example provided in the manual:

• Customer: This Mac is just too expensive.
  
• Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities.
  

Yeah, 'cause no other computers have software and capabilities; that's why ours are so expensive.

It should be:

• Customer: This Mac is just too expensive.
  
• Genius: I can see how you'd feel this way, especially since no other computer hardware on Earth is priced like this. But feel the construction of this puppy. Unbelievable, right? Isn't that worth $1560 more?
  
• Customer: Why are you called a Genius, again?
  

What exactly do they have that's $1560 more than the average price from a competitor?

[Sikh]

What exactly do they have that's $1560 more than the average price from a competitor?

Fail troll fails. Its ok, let him have his moment.

As Growled said, apple is a strange company. Every company has those "WTF did you really?" moments that we get from things they do. Everytime I walk into a best buy, i get that feeling. Best buy was good, the first year it opened lol.

[devHead]

What exactly do they have that's $1560 more than the average price from a competitor?

I just made it up. It's called humor bro! Or, humour if you're from UK. That's all.

Fail troll fails. Its ok, let him have his moment.

As Growled said, apple is a strange company. Every company has those "WTF did you really?" moments that we get from things they do. Everytime I walk into a best buy, i get that feeling. Best buy was good, the first year it opened lol.

My 'moment'? Oh my goodness, it's like no one here has a sense of humor.

[primexx]

everybody does this ****, Apple might be a bit more severe that's all. the amount of manipulation retail employees are told to do to get a sale is really surprising when you first find out.

that last part basically described Inception "The end goal in all the manual?s instructions is always to make the customer feel empowered in their decision to purchase a shiny new Apple laptop, tablet or phone.

Pushiness is never ok, and the customer should always walk away feeling that their purchase decision was entirely their own -- although if the Genius followed the manual's instructions properly, it probably wasn't."

[+Gary7 Subscriber²]

Apple is a strange company, no doubt about that.

Apple is a cult and not a company. :)

[Nick H. Supervisor]

I thought this manual (or a similar one) was leaked a few months back? Have I travelled back to the past again? Although checking Neowin I can't seem to find anything for around that time period...

[Brandon]

Where can you download this? Need some light reading for the weekend.