Effective Sales Techniques

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Sales Techniques: Focus on Process — Not Results


Sales Techniques: Prospect Your Prospects


Sales Techniques: How to Get Through the Gatekeeper


Sales Techniques: How to Capture a Prospect’s Attention


Marketing: Create Your Most Value Proposition (MVP)


Sales Techniques: Set Conversation Expectations


Sales Techniques: Use “If” Questions


Sales Techniques: The Importance of Preclosing


Use the Power of Testimonials


Sales Techniques: Follow Up Without Being Annoying


Marketing: The Right Way to Handle Angry Customers


How to Overcome Price Objections


How to find a prospects true objections


Marketing: Create a Strong Call to Action


How to do permission based closing


How to Close a Sale


Create a personal note for good customer service


How to grow revenue


Improve Business Cards with a Personal Message


How to Improve Cash Flow


The Most Effective Sales Techniques

Sales Tips (Don’t Do These)

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The sales process

Sales Introductions – How not to do it

Sales Training Tip: Don’t Sell Like This by Kelley Robertson


A sales nightmare


Sales Excuses

8 Commitments of The Law of The Garbage Truck

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© 2004–2012 David J. Pollay
How often do you let other people’s nonsense change your mood? Do you let a bad driver, rude waiter, curt boss, or an insensitive employee ruin your day? Unless you’re the Terminator, you’re probably set back on your heels. However, the mark of your success is how quickly you can refocus on what’s important in your life.

Garbage Truck

Sixteen years ago I learned this lesson. And I learned it in the back of a New York City taxi cab. Here’s what happened.

I hopped in a taxi, and we took off for Grand Central Station. We were driving in the right lane when all of a sudden, a black car jumped out of a parking space right in front of us. My taxi driver slammed on his brakes, the car skidded, the tires squealed, and at the very last moment our car stopped just one inch from the other car’s back-end.

I couldn’t believe it. But then I couldn’t believe what happened next. The driver of the other car, the guy who almost caused a big accident, whipped his head around and he started yelling bad words at us. How do I know? Ask any New Yorker, some words in New York come with a special face. And he even threw in a one finger salute! I couldn’t believe it!

But here’s what really blew me away. My taxi driver just smiled and waved at the guy. And I mean, he was friendly. So, I said, “Why did you just do that!? This guy could have killed us!” And this is when my taxi driver told me what I now call, “The Law of the Garbage Truck ® .” He said:

“Many people are like garbage trucks. They run around full of garbage, full of frustration, full of anger, and full of disappointment. As their garbage piles up, they look for a place to dump it. And if you let them, they’ll dump it on you.

So when someone wants to dump on you, don’t take it personally. Just smile, wave, wish them well, and move on. Believe me. You’ll be happier.”

So I started thinking, how often do I let Garbage Trucks run right over me? And how often do I take their garbage and spread it to other people at work, at home, or on the street? It was then that I said, “I don’t want their garbage and I’m not going to spread it anymore.”

I began to see Garbage Trucks. Like in the movie “The Sixth Sense,” the little boy said, “I see Dead People.” Well now “I see Garbage Trucks.” I see the load they’re carrying. I see them coming to dump it. And like my taxi driver, I don’t take it personally; I just smile, wave, wish them well, and I move on.

One of my favorite football players of all time was Walter Payton. Every day on the football field, after being tackled, he would jump up as quickly as he hit the ground. He never dwelled on a hit. Payton was ready to make the next play his best. Over the years the best players from around the world in every sport have played this way: Muhammad Ali, Nadia Comaneci, Bjorn Borg, Chris Evert, Michael Jordan, Jackie Robinson, and Pele are just some of those players. And the most inspiring leaders have lived this way: Nelson Mandela, Mother Theresa, Gandhi, and Martin Luther King.

See, Roy Baumeister, a psychology researcher from Florida State University, found in his extensive research that you remember bad things more often than good things in your life. You store the bad memories more easily, and you recall them more frequently.

So the odds are against you when a Garbage Truck comes your way. But when you follow The Law of the Garbage Truck ® , you take back control of your life. You make room for the good by letting go of the bad.

The best leaders know that they have to be ready for their next meeting. The best sales people know that they have to be ready for their next client. And the best parents know that they have to be ready to greet their children with hugs and kisses, no matter how many garbage trucks they might have faced that day. All of us know that we have to be fully present, and at our best for the people we care about.

The bottom line is that successful people do not let Garbage Trucks take over their lives.

What about you? What would happen in your life, starting today, if you let more garbage trucks pass you by?

Here’s my bet: You’ll be happier.


Online Resources for Posters, Worksheets, etc.:


Apple Genius Training Student Workbook Download?

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Posted by Wiz Techie in General TechTech Related News | no responses


Looking for how to download Apple Genius Training Student WorkbookApple’s secret Genius Training student workbookhas just been leaked into the internet which teaches Apple’s employees how to be a genius, and Gizmodo received a copy of it. If you are looking for downloaded or pdf version of the Apple’s secret Genius training manual then chances is you won’t be able to find one.

No, Apple Genius Training Student Workbook download available yet. See below for some of the leaked photos and contents of it.

Gizmodo only showed some snippets of the leaked Apple Genius training student workbook, which includes a gamut of Apple Dos and Don’t, specific words that you are not allowed to use, and some lessons on how to capitalize and identify on human emotions.

The secret manual looks like more of a Psychology 101 course rather than a retail salesmen guide. It isn’t just a technical training, it is human conditioning. Whatever Apple Genius Training is teaching seems to be working, as Apple stores continue to dominate sales and increase their profits.

Apple Genius Training Student Workbook Download

Apple Geniuses based on the how to be a genius, Apple’s secret employee training manual instructed directly to never apologize, also Apple Geniuses are told to never ever say certain words. In short, it teaches the business of selling.

Bootcamp for Geniuses

Over 14 days you will pass through some of the “Genius” programs like “Fearless Feedback”, “Safety in the Retail Stores”, and “ The Power of Empathy” which fill you up with knowledge on Genius Actions and Characteristics.

The Good Fight

The manual also contains sentences and phrases which helps increase salesmanship.


The manual and training teaches Apple’s staffers that if they don’t feel empathetic then they will sound insincere. It instructs employees to actually feel empathy, not just act like they feel it, and employ the three Fs: Feel, Felt, and Found.

For example:

Customer: I want an iPad, but I need a mouse, I can’t deal with all this touching.

Genius: I may know how you feel. I’m a mouse fan and felt as if I’d never get used to it, but I found it becomes very easy with a little practice.

Human Beings 101

Genius Training Student Workbook  also teaches body languages and emotions portrayed through nonverbal gestures that are broken into a Positive and Negative column.

For example:

Frustration shows:

  • Short breaths
  • “Tsk!”
  • Tightly clenched hands
  • Wringing hands
  • Fist-like gestures
  • Pointing index finger
  • Palm to back of neck
  • Kicking at ground or an imaginary object

Things You're Not Allowed To Say

Another page of the workbook talks about getting to Yes by avoiding negativity. It tells how to properly correct a mistaken or confused costumer and shows some words that you are not allowed to say as a Genius.

Looking at the published leaked portions of the Apple’s Genius Training Student Workbook, you can tell in detail how Apple’s employees are trained and taught how to walk, talk and emote like a Genius. It also shows that Apple do concentrate in the business of selling their products. No wonder the tech giant, is among the top technology companies in the world, as they have posted a quarterly revenue of about $35 billion and quarterly net profit amount of $8.8 billion for its fiscal 2012 third quarter.

Seems like Gizmodo learned a lot from the Apple’s secret Genius Training Manual, as they have read it from cover to cover. If ever you found a way on how to download Apple Genius Training Student Workbook then pretty much you will learn how to sell like a Genius.

While many are looking ways to download Apple Genius Student Workbook seems that they’re out of luck as the real copy is only available to Apple’s Genius squad.

Secret Apple employee training manual reveals company to be a kooky techno cult

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Wednesday, September 05, 2012 by: J. D. Heyes

Learn more: http://www.naturalnews.com/037070_Apple_Inc_employee_training_manuals_cult.html#ixzz25lOD0VNU

(NaturalNews) Is Apple Inc., maker of the wildly popular iPod, iPad, iPhone and Macbook Pro really just one big cult? If not, the company seems to be training its employees as if they belonged to some cult-like movement, rather than one of the world’s premier electronics manufacturers.

According to tech-savvy website Gizmodo.com, which claimed to have obtained a copy of Apple’s employee manual, you can tell right away that something is way out of the ordinary. Titled, “Genius Training,” the “student workbook” wastes no time in telling “its new recruits exactly what to think and say,” the website said.

“It’s a penetrating look inside Apple: psychological mastery, banned words, roleplaying – you’ve never seen anything like it,” says the site.

Inside the workbook is a wide-ranging scope of activities Apple does, and does not, want employees to engage in, right up to and including what the company wants employees to say and think. No doubt Apple wants its employees to embrace a particular message and corporate culture, but the “training” includes far-reaching bans on certain words, as well as techniques on how to identify certain human emotions and use them to their advantage.

“The manual could easily serve as the Humanity 101 textbook for a robot university, but at Apple, it’s an exhaustive manual [into] understanding customers and making them happy,” says Gizmodo.com.

Happy customers are spending customers

Apparently Apple execs believe they’ve cornered the market on many of their products because sales training seems to take a backseat to humanities. Nearly the entire workbook deals with empathizing, consoling, cheering folks up. It looks as if the assumption the tech giant makes is that making a customer happy will lead to more sales – a happy customer is a spending customer. Apple looks to be training employees who use the psychology of getting inside your head to the company’s overall advantage.

“Before you can don the blue shirt and go to work with the job title of “Genius” every business day of your life, you have to complete a rigorously regimented, intricately scheduled training program,” says Gizmodo.com. For two weeks, new hires are exposed to such diverse – and seemingly unrelated – courses such as “Using Diagnostic Services,” “Component Isolation,” and “The Power of Empathy.”

The goal of this two-week “boot camp” is to flood your mind with Genius Actions and Characterizations, which are listed on a “What” and “How” list on page seven of the manual. It reads like word association: What does a Genius do? Educates. How? “Gracefully.” The Genius also “Takes Ownership” “Emphatically,” and “Recommends” “Persuasively.”

“The basic idea here, despite all the verbiage, is simple: Become strong while appearing compassionate; persuade while seeming passive, and empathize your way to a sale,” Gizmodo.com said.

Getting in your head about buying iPods, iPads and Macs

No question about it: This is psychological training, but then again, it is training that produces the best tech help you will find when you hit the retail world. Compared to other big box retail outlets, employees of Apple stores are “bar none the most helpful and knowledgeable of any large retail operation,” says the tech-savvy site.

More than just about anything else, Apple employees are there to make sure you’re a happy customer, but always with a goal of selling you something, for the manual also intones, “Everyone in the Apple Store is in the business of selling.”

Here are some other instructions droned into potential employees from the manual, as posted on the Gizmodo.com site:

“Show empathy”

“Deal with emotional behavior”

“We guide every interaction”

“We deepen and restore relationships”

“We help (customers) discover”

“We enrich (customers’) lives”

The term “empathy” is, in fact, repeated more than just regularly throughout the manual. And when employees might encounter reluctance or ignorance, they are taught to employ the “Three Fs: Feel, Felt, and Found. This works especially well when the customer is mistaken or has bad information.”

Here’s an example:

Customer: This mac is just too expensive.

Genius: I can see how you’d feel this way. I felt the price was a little high, but I found it’s a real value because of all the built-in software and capabilities.

Brilliant, if not a bit drone-like.

It all seems to be working. Apple posted its first year of $100 billion worth of sales in 2011.

Learn more: http://www.naturalnews.com/037070_Apple_Inc_employee_training_manuals_cult.html#ixzz25lNZ5W1E

Revealed: 4 secrets from Apple’s Genius training manual

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How does Apple’s in-store support team offer such unparalleled customer service? Regimented training and mind-reading tactics, for starters

POSTED ON AUGUST 29, 2012, AT 4:29 PM
Apple employees help a young customer in Portland, Ore.: To become a "Genius," employees must go through a mandatory 14-day course.

Apple employees help a young customer in Portland, Ore.: To become a “Genius,” employees must go through a mandatory 14-day course. Photo: CC BY: Wesley Fryer SEE ALL 172 PHOTOS

Think you have what it takes to stand behind Apple’s Genius Bar and deal with unwieldy customers and their busted gadgets? “Tech chops” are a must, says Josh Lowensoh at CNET, “but, as an internal training document shows, quite a bit of social engineering” also goes in to schooling an Apple Genius. Tech blog Gizmodo has gotten its hands on Apple’s official Genius Bar training manual, a rigorous bible that extensively covers “psychological mastery, banned words, [and] role-playing,” saysGizmodo‘s Sam Biddle. Here, four key revelations:

1. Apple Geniuses must complete two weeks of courses
Before a potential Genius can “don the blue shirt and go to work,” he or she will have to “complete a rigorously regimented, intricately scheduled training program,” says Gizmodo‘s Biddle. The 14-day course takes Apple neophytes through concepts like “Using Diagnostic Services,” “Component Isolation,” and “The Power of Empathy.” Plenty of company training manuals are “rife with cheesy corporate philosophy,” says Kimber Streams at The Verge, but “Apple’s Genius Training regime goes into incredibly granular detail.”

2. They can’t say certain words
Geniuses must be intensely aware of their vocabulary at all times, and Apple’s legal counsel recommends avoiding certain words when helping a frustrated customer. The word “freeze” is a no-no, it turns out, says CNET‘s Josh Lowensoh. Instead, the guidebook insists on the following alternatives: “Unexpectedly quits,” “does not respond, or “stops responding.” Also banned: “Hot” (“warm” is preferred), “bug” or “problem” (“condition,” “issue,” or “situation” are better), and “eliminate” (instead, you “reduce” a problem).

3. Employees must remember they’re “Selling Gadget Joy”
The company has a simple overarching philosophy for any Genius in training, says Chris Burns at Slashgear: “A.P.P.L.E.,” or Approach, Probe,Present, Listen, End. Employees are told to bear in mind that everyone in the store is selling at all times. “That’s the Apple way for a Genius,” whose end-goal is for customers to leave happy and “satisfied enough to buy products in the future.”

4. Nonverbal cues are critical
Every genius has to “empathize with whoever they’re conversing with,” saysSlashgear‘s Burns. A key part of that strategy is to interpret nonverbal cues. “Drumming on [a] table” or “head in hand” are obvious signifiers of customer boredom. On the other hand, an “unbuttoned coat” or “head tilt” shows that the customer is willing to cooperate. Being an Apple Genius requires more than a way with words, says Reggie Ugwu at Complex. You’ll also have to “read [customers’] emotional cues like a good therapist or boyfriend.”

Sources: GizmodoCNETThe VergeSlashgearComplex