Therefore, for any enterprise, the talent training plan is very important. As the company with the highest market value today, what is the talent training within Apple? Apple's internal secret training manual disclosed by the technology website Gizmodo may give us some reference. Genius is a sales support position in the Apple Store. These employees need to answer a series of questions about software and hardware products for users and establish a good communication relationship with customers. Before you can put on Apple's blue shirt and go to work with the title of "genius", you must complete a strict and complicated training plan. The whole plan is two weeks 14 days. During this 14 day, you will pass the projects such as "using diagnostic services", "component isolation" and "the power of empathy". Page 7 of the training manual lists what employees do and how to do it. The basic idea is compassionate, but strong, unobtrusive, but convincing. The core part of this job is to make customers happy. But this kind of happiness only exists in shops. In the sales place, it is happiness that takes customers to the cashier. The manual reminds the trainer that everyone in the Apple Store should be in the sales process. Page 39 of the manual points out that sales is a science. The manual is summed up in five words: (a) approaching, (p) exploring, (p) present, (l) listening, and (e) ending, which roughly means contact, investigation, statement, listening and ending in Chinese. Its initials are connected with Apple's English Apple. Specifically: once customers come in, you need to know their desires, unsafe factors and their needs; Provide them with purchasing options; Try to listen to their voices; Finally, let customers feel that their final decision is made by themselves. For every Apple person, this chapter also tells a series of maxims: "We guide any interaction", "We try to inspire", "We enrich their lives" and "We help them discover". Empathy is mentioned many times in the manual, emphasizing that empathy is not sympathy, but sympathy is the ability to sympathize with others. Gifted employees are told not to apologize in a direct way, "Don't apologize for business or technology". But by expressing their feelings to express their regrets. When customers are dissatisfied with a product, Apple employees generally use the following three words starting with F: Feel, feel and Found. This is most effective when customers receive wrong or misleading information. For example, the following example: Customer: This Mac is too expensive. This MAC is just too expensive. ) Genius: I can feel that you have such an idea. I think the price is a bit expensive, but I find it really worth it, because when you consider its built-in software and its processing power. I know what will happen to you? 0? 2 feeling? 0? This way. Me? 0? Discover that this is the real value of all the built-in software and functions. Here, the two sides exchanged roles. He is her and she is him. Maybe that computer won't be expensive, because it finally helps customers find more value. At the back of the manual, these three F words are applied in nearly 20 character scenes. In addition, this internal training manual also gives a lot of explanations on body language, detailing how emotions are expressed through wordless gestures. At the same time, it involves some words that can't be used, such as complaining, which is forbidden on all occasions.