Before donning the sacred blue t-shirt and becoming a Genius Bar operative, staff must first pass through a 14 day training course teaching not only technical tips and tricks but also how to empathize with customers, monitor their nonverbal tics, and guide them to making a purchase. As the manual says: “Everyone in the Apple Store is in the business of selling.”
More:
http://www.theregister.co.uk/2012/08/29/apple_genius_bar_manual/
