7 Things You Need to Become an Apple Store Genius
So you want to work at Apple as a Genius, but how do you get started? You admire the company’s culture, you love its products, and you enjoy helping people. While it certainly helps to be passionate, your enthusiasm alone will not be enough.
If you want to become an Apple Store Genius, you need a mix of technical and people skills. Below, we’ll discuss the qualities you must have to apply for the position.
1. Knowledge of Apple’s Products and History
The first thing you’ll be expected to know as an Apple employee is the company’s portfolio of products. This includes the iPhone, iPad, MacBook, Apple Watch, Apple TV, AirPods, AirTags, iPod, HomePod, iMac, Mac mini, Mac Studio, accessories, and everything else Apple makes.
Of course, you can’t be expected to know the exact specifications of every single Apple product that has ever been released. However, you must have a good idea of what purpose those devices serve, how to operate them, and who they are intended for. Brownie points if you know the specs of the latest models.
You must also keep up to date onnew Apple product launches. Remember, as a Genius, you’re the link between a prospective customer and Apple, so your conversations should display competence and authority. You’re called a Genius for a reason, after all.
Aside from knowing its products, you should also know a bit about Apple’s corporate history. While there will be an orientation course telling you about the company’s history anyway when you join, it certainly helps to be proactive about it and do some reading beforehand.
2. First-Hand Experience With Apple’s Operating Systems
You won’t be able to help a distressed user with their device if you haven’t actually ever used that device yourself. Having a first-hand experience with Apple’s operating systems, including iOS, macOS, iPadOS, watchOS, and tvOS, will allow you to better understand users' problems.
And the better you understand their problems, the more likely you are to be able to solve them. More complex problems will require in-depth diagnosis, but for more common problems, you should be able to share some general troubleshooting tips immediately. Extra points if you’re up-to-date on the latest version of iOS and other operating systems.
3. Knowledge of Apple’s Apps and Services
You must also be knowledgeable about Apple’s apps like App Store, Safari, FaceTime, Messages, Find My iPhone, Apple News, Photos, Music, Books, Podcasts, Shortcuts, and many more.
Also, with an increasing number of peoplesubscribing to Apple serviceslike Apple TV+, Apple Arcade, Apple Music, Apple News+, Apple Fitness+, and iCloud+, it has become more important for Apple Geniuses to keep up-to-date on all the developments on the software side as well.
4. Knowledge of Apple’s Policies and Terms
You will be informed of Apple’s policies and T&Cs in detail when you join, but if you want to be proactive, you can read up on the material online right now. Apple’s repair T&Cs, return and refund policy, privacy policy, trade-in program, and more are all available on the company’s official site.
However, do note that policies and terms can differ across regions to comply with local laws. So when doing your research, verify to choose your country or region onApple’s siteand continue after that to avoid any confusion or misinformation.
5. Rapport Building and Communication Skills
The first thing to display to a prospective customer or distressed user is not competence; it’s warmth and empathy. You may be the most technically skilled and qualified person in the room, but if you can’t build rapport with other people, you’re probably not fit to be an Apple Genius.
Part of your job is to offer reassurance and be patient with people, especially those who aren’t tech-savvy. They may be unable to explain their problem very well since they’re unaware of technical jargon and terminologies—and you shouldn’t expect them to be. It’s your job to be intuitive and make that communication possible.
6. Technical and Diagnostic Skills
As an Apple Genius, you’ll be responsible for diagnosing and solving any issues with users' devices like overheating, flickering or irresponsive screens, excessive battery drain, connectivity issues, broken microphones, crashing apps, and more. And remember to be mindful of the solutions you recommend.
For instance, if a customer is facing extremeoverheating issues on their iPhonedue to a faulty battery, the device is a potential hazard to their health. In such a case, it’s better to recommend replacing the battery with a new one instead of suggesting quick fixes that will only temporarily solve the problem.
The idea here is that a distressed user shouldn’t have to make a second trip to the Apple Store with the same problem. When they enter the Apple Store for a second time, it should be to either buy a new product or pick up a device they had given in for repair, not complain about how your recommended solution didn’t work.
7. Negotiation and Persuasion Skills
Speaking of buying new Apple products, an Apple Genius also assists in sales. While Apple’s adverts and official site do a pretty good job at communicating the benefits of a product, know that non-tech-savvy people would still rather talk to a real human to learn about its features.
And this is where you’re supposed to use your negotiation and persuasion skills. Instead of trying to hard sell Apple products, focus on each customer’s unique needs and then look to fulfill those needs via an appropriate Apple product that’s right for them.
For instance, if someone only uses their laptop for basic tasks like web browsing, watching YouTube, using Microsoft Office apps, and such, they don’t need all thepower of the 14-inch M2 MacBook Pro; an M1 or M2 MacBook Air would probably be a better buy for them.
Become an Apple Genius With These Skills
Being an Apple Genius is a draining job; you have to be skilled not only technically but also socially. That means solving users' problems all while developing a friendly relationship with them which is easier said than done.
An ideal Apple Genius is someone who is an Apple enthusiast, intuitive, loves helping people, has technical and problem-solving skills, and can adhere to the company’s guidelines and schedules. If that’s you, it’s possible to apply for the position with confidence.
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