Another former Apple retail specialist checking in. This is pretty much dead on. I redirected people to different models than they thought they wanted plenty of times after talking with them to dig up their needs. Sometimes cheaper, sometimes more expensive, but always to better fit their needs. Having also worked at Best Buy, where bleeding people dry was common (at least at my store), I can tell you it's a much different atmosphere.
Another interesting point, which echoes what others have said about life-long customers and word of mouth advertising, Apple collects customer surveys. Only extremely high scores count positively for the specialist. Those people are considered to have had such a good experience that they would actually promote their experience to others that they know.
Another interesting point, which echoes what others have said about life-long customers and word of mouth advertising, Apple collects customer surveys. Only extremely high scores count positively for the specialist. Those people are considered to have had such a good experience that they would actually promote their experience to others that they know.