6 ms·

So to be clear about this you're saying that if you walk into an apple store and have already decided to purchase a particular model that Apple says that you sh

by larrys 13y ago

So to be clear about this you're saying that if you walk into an apple store and have already decided to purchase a particular model that Apple says that you should ask the customer why they need that particular model? Or just if they ask you?

mitchellh 13y ago
Yes, you're supposed to try to probe the customer to learn more about their use case. This doesn't need to be rude or abrupt, it can be a casual "So what do you do?" or "Tell me more about what you're going to use this machine for while it is pulled off the shelf for you." If someone is dead set on getting a model, you aren't rude to them. Ever. But you do your best to make them happy.
- rednukleus 13y ago
  Out of curiosity, if a customer came in to buy a $1,500 machine, but what they really need is a $200 Chromebook, what would you do? EDIT: thanks for the down votes, but its an honest question. What if the customer comes in, and the solution that is best for them is not something sold by Apple? In particular, Apple only sell high end products. I have jad salespeople tell me to go to a low end competitor in the past, and some will just try to sell you the high end stuff.
  - covercash 13y ago
    When I worked Apple retail (in a shopping mall) back in 2005, I walked a customer out to the Dell cart and helped them pick out a laptop because they had some Windows only real estate software that wouldn't run very well on Virtual PC.
    - rednukleus 13y ago
      Wow, impressive! More high margin places should operate like that.
      - mjolk 13y ago
        Please, tell me why stores should get in the business of working against their best interest.
        EvilLook 13y ago
        It's against Apple's best interest in this case if the person they sold the machine to couldn't get their software to work. Then it's most likely a return and an unhappy customer. When you help the customer get a solution they need then when they need a cell phone, want a music player for when they're at the gym, or are going buying kid a laptop for school they'll remember your service and consider Apple. That is in Apple's best interest.
        valleyer 13y ago
        Because maybe next time the customer will come back shopping for a personal machine instead of one they need to run some Windows app. And they’ll remember the great service from round one.
        rednukleus 13y ago
        Because in the long term it is not working against their best interest. If I know that a store will not try to sell me stuff that is a poor match to my needs, then I know I can trust that store. When I go into a store that tells me to buy a piece of equipment that doesn't match my needs, or a T-shirt in a colour that looks terrible on me, I often find out later and tell my friends. People rave about Apple downselling and Amazon allowing low score reviews on their products because in the long run its good business.
        larrys 13y ago
        Please keep in mind though that it is a well known technique to try to build loyalty by doing something that the customer doesn't expect that isn't in your best interest. The problem is this doesn't always work and isn't applicable in all situations. The customer that you sell a laptop to may or may not return. But the salesman selling oracle would get fired for pushing a competitors product under the guise of building loyalty. The problem is that practices like this are specific to certain places and situations. Lastly, if you are a local small dealer you simply can't afford to easily lose a sale with the hope that the loyalty is paid back for years to come. You generally have to make hay while the sun shines.
  - pinaceae 13y ago
    I think it is reasonable for a sales person to only sell products by his employer. If you walk into an Apple Store, wouldn't you expect to get the best Apple solution for your problem? Same in a Microsoft store, just with a Microsoft solution.
    - rednukleus 13y ago
      I don't think it is unreasonable for an Apple salesperson to try to sell the Apple product, but I think its even better if they choose and are allowed to recommend competitors when they have the more appropriate product. I was just curious to know which way Apple staff did it.
  - ahk 13y ago
    Or an iPod touch with a cloud storage option.
  - sucramb 13y ago
    I was at a trade show last week for a company which sells 3D printers of Makerbot-style besides R&D. Next to us was a company selling 3D printing as a service but on professional machines, thus finer resolution and larger objects. I referred several people to them and one visitor was simply astonished that I sold 'another company' to him. To me it was a matter of common sense because he'd been unhappy with our printers.
  - giovannibajo1 13y ago
    What they do nowadays is to suggest to grab an iPad instead. In the Apple product line, that is the cheap computer for people that don't really need a computer, or wouldn't be able to operate it properly.
rmrfrmrf 13y ago
A sales rep at the Apple Store did this with my wife, actually. When the unibody 13" MacBooks were released, she was dead-set on getting it. However, she assumed that the sales reps would try to up-sell her to a 17" MacBook Pro, so she tried to downplay her typical computer usage as much as possible. She went to the Apple Store and explained that she wanted a laptop for basic word processing, web browsing, and viewing photos, but, to her dismay, the rep directed her to the older, white plastic MacBooks and insisted that they would be the best fit for her! My wife had a great time trying to explain in the least superficial way possible that she was willing to pay more money for the better-looking computer, lol.
deleted 13y ago
[deleted]
guiambros 13y ago
I've never been an Apple employee, but read enough about their sales tactics. Probing <> Underselling. If you know you want to buy a MacBook Pro, they'll be glad to take your money. But if you demonstrate that you're not sure about which model is more appropriate for you, or you seemed uncertain about the differences between a MBP and a MBA, that's when the "[P]robing" and the "[P]resent a Solution" make sense. It's a lot better to have a happy customer today (even if for a lower ticket price), than an undecided and confused customer for the rest of the week/month. (Or, worse, with buyer's remorse for years). That's the opposite approach of most other retail shops. The sales person usually pushes for the most expensive item first, usually motivated by the direct commissions model. Good for him/her and for the store, but not always in the best interest of the customer.
mutagen 13y ago
Yes, they'll inquire about your needs. I asked for my iphone with maximum memory and was asked about it. I'm a digital packrat and willing to pay extra to not have to unclutter my music, movies, media, and apps as often. I briefly explained this and we moved on with the purchase process.
- epochwolf 13y ago
  Yup. I just upgraded to an iPhone 5 and I was asked why I wanted the 64gb model. My 32gb 4S was full. :) The employees also had decent knowledge of how AT&T's service plans worked and were as to answer all of my questions. The service at the AT&T store at the same mall was a slap in the face.

by larrys 13y ago

mitchellh 13y ago

Yes, you're supposed to try to probe the customer to learn more about their use case. This doesn't need to be rude or abrupt, it can be a casual "So what do you do?" or "Tell me more about what you're going to use this machine for while it is pulled off the shelf for you." If someone is dead set on getting a model, you aren't rude to them. Ever. But you do your best to make them happy.

rednukleus 13y ago
Out of curiosity, if a customer came in to buy a $1,500 machine, but what they really need is a $200 Chromebook, what would you do? EDIT: thanks for the down votes, but its an honest question. What if the customer comes in, and the solution that is best for them is not something sold by Apple? In particular, Apple only sell high end products. I have jad salespeople tell me to go to a low end competitor in the past, and some will just try to sell you the high end stuff.
- covercash 13y ago
  When I worked Apple retail (in a shopping mall) back in 2005, I walked a customer out to the Dell cart and helped them pick out a laptop because they had some Windows only real estate software that wouldn't run very well on Virtual PC.
  - rednukleus 13y ago
    Wow, impressive! More high margin places should operate like that.
    - mjolk 13y ago
      Please, tell me why stores should get in the business of working against their best interest.
      - EvilLook 13y ago
        It's against Apple's best interest in this case if the person they sold the machine to couldn't get their software to work. Then it's most likely a return and an unhappy customer. When you help the customer get a solution they need then when they need a cell phone, want a music player for when they're at the gym, or are going buying kid a laptop for school they'll remember your service and consider Apple. That is in Apple's best interest.
      - valleyer 13y ago
        Because maybe next time the customer will come back shopping for a personal machine instead of one they need to run some Windows app. And they’ll remember the great service from round one.
      - rednukleus 13y ago
        Because in the long term it is not working against their best interest. If I know that a store will not try to sell me stuff that is a poor match to my needs, then I know I can trust that store. When I go into a store that tells me to buy a piece of equipment that doesn't match my needs, or a T-shirt in a colour that looks terrible on me, I often find out later and tell my friends. People rave about Apple downselling and Amazon allowing low score reviews on their products because in the long run its good business.
        larrys 13y ago
        Please keep in mind though that it is a well known technique to try to build loyalty by doing something that the customer doesn't expect that isn't in your best interest. The problem is this doesn't always work and isn't applicable in all situations. The customer that you sell a laptop to may or may not return. But the salesman selling oracle would get fired for pushing a competitors product under the guise of building loyalty. The problem is that practices like this are specific to certain places and situations. Lastly, if you are a local small dealer you simply can't afford to easily lose a sale with the hope that the loyalty is paid back for years to come. You generally have to make hay while the sun shines.
- pinaceae 13y ago
  I think it is reasonable for a sales person to only sell products by his employer. If you walk into an Apple Store, wouldn't you expect to get the best Apple solution for your problem? Same in a Microsoft store, just with a Microsoft solution.
  - rednukleus 13y ago
    I don't think it is unreasonable for an Apple salesperson to try to sell the Apple product, but I think its even better if they choose and are allowed to recommend competitors when they have the more appropriate product. I was just curious to know which way Apple staff did it.
- ahk 13y ago
  Or an iPod touch with a cloud storage option.
- sucramb 13y ago
  I was at a trade show last week for a company which sells 3D printers of Makerbot-style besides R&D. Next to us was a company selling 3D printing as a service but on professional machines, thus finer resolution and larger objects. I referred several people to them and one visitor was simply astonished that I sold 'another company' to him. To me it was a matter of common sense because he'd been unhappy with our printers.
- giovannibajo1 13y ago
  What they do nowadays is to suggest to grab an iPad instead. In the Apple product line, that is the cheap computer for people that don't really need a computer, or wouldn't be able to operate it properly.

rmrfrmrf 13y ago

A sales rep at the Apple Store did this with my wife, actually. When the unibody 13" MacBooks were released, she was dead-set on getting it. However, she assumed that the sales reps would try to up-sell her to a 17" MacBook Pro, so she tried to downplay her typical computer usage as much as possible. She went to the Apple Store and explained that she wanted a laptop for basic word processing, web browsing, and viewing photos, but, to her dismay, the rep directed her to the older, white plastic MacBooks and insisted that they would be the best fit for her! My wife had a great time trying to explain in the least superficial way possible that she was willing to pay more money for the better-looking computer, lol.

deleted 13y ago

[deleted]

guiambros 13y ago

I've never been an Apple employee, but read enough about their sales tactics. Probing <> Underselling. If you know you want to buy a MacBook Pro, they'll be glad to take your money. But if you demonstrate that you're not sure about which model is more appropriate for you, or you seemed uncertain about the differences between a MBP and a MBA, that's when the "[P]robing" and the "[P]resent a Solution" make sense. It's a lot better to have a happy customer today (even if for a lower ticket price), than an undecided and confused customer for the rest of the week/month. (Or, worse, with buyer's remorse for years). That's the opposite approach of most other retail shops. The sales person usually pushes for the most expensive item first, usually motivated by the direct commissions model. Good for him/her and for the store, but not always in the best interest of the customer.

mutagen 13y ago

Yes, they'll inquire about your needs. I asked for my iphone with maximum memory and was asked about it. I'm a digital packrat and willing to pay extra to not have to unclutter my music, movies, media, and apps as often. I briefly explained this and we moved on with the purchase process.

epochwolf 13y ago
Yup. I just upgraded to an iPhone 5 and I was asked why I wanted the 64gb model. My 32gb 4S was full. :) The employees also had decent knowledge of how AT&T's service plans worked and were as to answer all of my questions. The service at the AT&T store at the same mall was a slap in the face.