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A leaked Genius training manual shows how Apple trains its staff to work at the Genius bar, equipping them with technical and psychological skills.
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Apple’s retail stores are known for one thing – the presence of some very helpful staff at their Genius Bars. It now turns out that the ‘Geniuses’ at these stores aren’t just anybody, rather they are rigorously trained to do their job. A leaked Genius Training Manual now shows just how rigorous this training is.


Apple Genius Bar

A Genius at the retail store is essentially trained to be most courteous and compassionate and at the same time, have the best skills when it comes to selling Apple devices.

It’s more of a psychology course for the young Apple workers. They are taught how to empathize with the users, how to make them open up to up, how exactly to persuade them to reveal their technical woes and then, how to sell an Apple device in such a way that the customer thinks he made the decision on his own.

The manual is surprisingly detailed and intricate. It describes the very words which shouldn’t be used and are strictly prohibited and the words which are desirable. For instance, if a device is not working, an Apple Genius is told never to use the word ‘frozen’. Rather, he can make use of words such as ‘unresponsive’ or ‘does not respond.’

These Apple Genius bar fellows are taught a number of very significant and interesting course for mere 14 days. One has to pass the ‘The Power of Empathy’, ‘Component Isolation’ and similar other courses as a pre-requisite to become an Apple Genius.

In all, the training manual is an interesting and rigorous training guide which is a fine mixture of technical skills and psychological abilities.

Source: Gizmodo

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  On August 29, 2012(3 years, 10 months ago.)

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