Ch. 17 - Personal Selling and Sales Management

Apple Store, Carrousel du Louvre (Paris)

Apple Inc., as one of the greatest technology company, believes that people can benefit from its line of products. Executives at Apple strongly believes that its people are truly important and Apple's goals could not be achieved, if it was not for its entire team of Specialists and Experts. Consequently, the company has always educated its people before they hit the sales floor for the first time. Management wants to guarantee that customers, as well as the employee, conceive a great experience at the Apple Retail Stores. Specialists and Experts, at the Apple Retail Stores, provide great explanations to customers about the products they are interested in. Apple seeks to meet customer's expectations by presenting solutions to the concerns majority of the customers come in with. Solutions could be exposed by selling a new product, repairing the customer's device(s) or answering questions about iCloud, AppleID and more. But how does Apple know if the customer's exceptions were met? Majority of the customers, after shopping at the Apple Store, will receive an e-mail inviting them to take a small survey in which customers can write about their experience at the store. This gives the company an idea on how the stores are doing on their customer service. From this survey or feedback provided by customers, a lot of innovative solutions are made to better the experience at the Apple Retail Stores.

Apple, too, knows that a lot of business are emerging and its goal is to reach out to them. Therefore, Apple created a team that focuses on contacting those small or large businesses that come to the store seeking for innovative technology. This relationship begins on the sales floor since the customers could easily show interest in talking to a Business Specialist. After the information is communicated to the Business Team, the Business Specialists will reach out to the business and present the various solutions and opportunities.

Although one of the company's goals is to sell products, this great company strives to make more users put their trust in Apple's hands.

Apple Online Store

 

Workshops at the Apple Store