Recently, Forbe Magazine published insights into Apple’s “secret” approach to serving it’s customers…..
“Selling is a science, summed up with 5 cute letters: (A)pproach, (P)probe, (P)resent, (L)isten, (E)nd.” These five words correspond to five specific steps that employees are trained to walk a customer. By the last step the customer should feel welcomed, empowered, happy, and eager to return.”
Approach customers with a personalized, warm welcome.
Probe politely to understand the customer’s needs (ask closed and open-ended questions).
Present a solution for the customer to take home today.
Listen for and resolve any issues or concerns.
End with a fond farewell and an invitation to return.
To read the entire article in Forbes, go here:
http://www.forbes.com/sites/carminegallo/2012/08/30/apples-secret-employee-training-manual-reinvents-customer-service-in-seven-ways/
