Rounding out his Steve Jobs/Apple trilogy, Carmine Gallo reveals the iconic brand?s five steps of service that all customer-facing employees follow to engage customers in a retail setting: Approach, Probe, Present, Listen, End with a fond farewell. The Apple Experience is based on first-hand interviews with professionals of all levels who have studied Apple, hundreds of hours observing the selling floor in Apple?s retail space, and extensive research into the company?s training programs