Apple Watch – Services, Pricing, Distribution Q3 & Q4.docx

Apple Watch – Services, Pricing, Distribution Q3 &...

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Running head: Apple Watch – Services, Pricing, Distribution Apple Watch – Services, Pricing, Distribution Ryan Joynes Liberty University
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Apple Watch – Services, Pricing, Distribution Q3. Describe post-sale service arrangements the firm does or should provide. (Ch. 14) “Product companies must understand their strategic intent and competitive advantage in developing services. (Keller 423)” Apple Inc. has understood the importance of post-sale service arrangements and developed their company around the customer experience. They have understood “ this simple fact—the soul of Apple is not its products. The soul of the Apple Store is its people —how they are hired, trained, and taught to engage the brand’s customers.” (Gallo, 2015). Apple Inc. trains their employees to walk the customer through steps of service using the acronym A.P.P.L.E. A: Approach the customer with a warm welcome. P: Probe politely to understand customers needs. P: Present solution to customer they can take home today. L: Listen for concerns and offer solutions. E: End with a farewell and invitation back. The steps of service are an effective tool for Apple Inc. because they recognize people are not merely consumers but individuals with needs and desires. They especially train their
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