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Might find this an interesting read: Apple's Retail Strategy Focuses on Consumers' Feelings | Adweek

Quote:

Apple has become a brand that can sell itself, yet the technology company pours untold amounts of energy into cultivating its retail experience, and its sales staff in particular. An extensive report by The Wall Street Journal taps into confidential training manuals, a recording of an internal store meeting, and more than 12 interviews with current and former employees to reveal the nuts and bolts of Apple’s retail secrets. What they found was a philosophy where listening comes first and sales is a relative afterthought.

Apple’s employees manage to pull off an air of cool confidence, but make no mistake that the demeanor is calculated. It’s easy to act approachable and calm when there is no pressure to push merchandise. The training manuals and employee interviews conducted by the WSJ reveal a policy of problem solving rather than selling. One might not lose their job if they don't reach a certain sales quota; they just may be retrained or moved to a different division within the store.