Apple Basics: Mobility Introduction
Features
Customers
Beyond-the-Box
Objections
Summary
Introduction This Apple Basics course is designed to introduce you to Apple's mobile computing customers and the products and services that Apple offers to meet their needs. Apple continues to focus on mobile solutions as notebook computers and wireless networks continue to increase in popularity. In this course, you'll learn about the iBook G4 and PowerBook G4 notebook computers, the AirPort Extreme and AirPort Express Base Stations, and the iPod. The course introduces the markets and customers who use these mobile products and highlights some of the needs that these products fill. To help you become a solutions-focused salesperson, the section on upselling identifies some of the common products and essential services that you should incorporate early into a sale. Finally, you'll review some of the common objections customers raise along with responses you can use. This course ends with a number of knowledge games and a sales-oriented quiz. Trends Course Goals Apple Basics Curriculum Print the Course
Trends The growing trend toward portable computing is based on several factors. First, portable computers are becoming more powerful. Many customers find that they can replace their desktop computer with a portable and use it for all of their computing needs. Second, the price of portable computers is decreasing. On the whole, customers are getting more computer for less money. Finally, the increase in the number and availability of wireless networks allows customers to use a computer untethered from their desk. Wireless home networks are also becoming more popular due to the fact that high-speed broadband Internet access has overtaken dial-up access in the U.S. and in many other countries. return to top
Course Goals After completing this course, you should be able to: Identify Apple's products and services for mobile customers Recognize the relationship between Apple's mobility solutions and markets Anticipate common objections and communicate an appropriate response Construct an Apple solution including complementary beyond-the-box items Apply your sales skills to future sales opportunities return to top
Apple Basics Curriculum Each "Apple Basics" course is aimed at getting you up-to-speed on selling Apple's range of solutions as quickly as possible. Before taking this course, you should complete both the "Why Apple?" and "Products and Customers" courses, which are found on Apple Sales Training Online (ASTO). You are encouraged to take all of the courses in the curriculum which includes: Why Apple? Products and Customers Mac OS X* Digital Lifestyle* Desktops Mobility Servers and Storage* * Available later in 2005 You should use the sales tools and resources available from Apple Sales Web (ASW) on Apple's notebook systems, and the iBook, PowerBook, AirPort, and iPod courses on Apple Sales Training Online (ASTO). return to top
Print the Course You can download and view a PDF version of all the HTML pages in this course for your future reference and to help study for the quiz. The final quiz questions are not included in this printout. return to top Next
Apple Basics: Mobility Introduction
Features
Customers
Beyond-the-Box
Objections
Summary
Features Apple offers a number of products that allow customers to take their work and entertainment with them anyplace they choose. The iBook G4 and PowerBook G4 offer many features that make them ideal for any computing need. In addition to laptops, Apple offers the AirPort Extreme and AirPort Express Base Stations that enable customers to create a wireless network or even stream music to a stereo system. The final piece to Apple mobile solutions is the iPod. Apple's iPod offers the ultimate in mobile lifestyle features, with the ability to handle music, audiobooks, computer files, digital photos, and more. While the following section is a good introduction to each of these mobile solutions, you should keep in mind that this is a starting point. You'll find additional courses in ASTO that cover each of these products in more depth, with specific techniques to help you sell and position them to your customers. With that in mind, review each product overview, the detailed features listed on the comparison pages, and finally the sales questions. iBook G4 PowerBook G4 AirPort Extreme and AirPort Express iPod Sales Comparison Page Sales Questions
iBook G4 The iBook is an affordable notebook computer offering customers the speed, durability, and connectivity they need for email, Internet, games, photos, music, and movies for school, work, and play. The iBook is designed for those people looking for their first portable computer or those who are on a tighter budget. The iBook G4 is designed to be rugged and durable, while offering long battery life and light weight. The iBook includes a built-in Ethernet port and AirPort Extreme, allowing it to connect to almost any available wired or wireless network. In addition, FireWire 400 and USB 2.0 ports allow a wide variety of peripherals—including digital cameras, digital video cameras, external hard drives, printers, scanners, and more—to connect to an iBook. Finally, every iBook includes Mac OS X as well as the iLife suite—including iPhoto, iMovie, iTunes, iDVD, and GarageBand—giving customers the ability to work with and create digital media. return to top
PowerBook G4 PowerBook notebook computers are a popular choice due to their innovative design, high-performance architecture, leading communications, advanced digital connections, and the Mac OS X difference. In comparison to the iBook, PowerBook computers are faster, lighter, and have even more connectivity options—including DVI (for digital video out), built-in Bluetooth 2.0, digital audio in and out, and Gigabit Ethernet. As with the iBook, the built-in Ethernet and AirPort Extreme means that a
PowerBook can easily connect to an available wired or wireless network. Built-in Bluetooth allows it to sync data with devices like a Bluetoothenabled cell phones and PDAs. In some cases, Bluetooth cell phone can be used to provide Internet access to a PowerBook computer. Each PowerBook includes Mac OS X. For customers who require high performance, the combination of the PowerBook and Mac OS X allows customers to easily run multiple applications, including Microsoft Office, Adobe Photoshop, and Final Cut Pro simultaneously as well as browse a Windows-based network and use UNIX-based programs—at the same time. When deciding between PowerBook models, screen size and the balance between portability and performance are the most important considerations. return to top
AirPort Extreme and AirPort Express Apple has been a pioneer in wireless technology using the 802.11b Wi-Fi standard in 1999. Now, every Apple notebook computer includes a built-in AirPort Extreme Card, which allows iBooks and PowerBooks to connect to either 802.11b or to faster 802.11g wireless networks. Apple's AirPort Extreme and AirPort Express Base Stations form the foundation of a wireless network. AirPort Base Stations make it easy to create a wireless network of any size, whether for home, small business, or the enterprise. Based on open-standard protocols, networks created using AirPort Base Stations can be accessed by computers running Mac OS X, Windows, UNIX, or Linux. Like notebook computers, desktop systems, including the eMac, iMac G5, Mac mini, and Power Mac G5, can also be configured with wireless cards. This allows computers to be used in locations (like a family room or the kitchen) that might normally not have a computer. An AirPort Extreme Base Station can serve as a single access point supporting up to 50 simultaneous users or can be deployed with multiple base stations to form a larger wireless network. AirPort Base Stations can even be used with base stations of other manufacturers to extend an existing network. A special Power over Ethernet model of AirPort Extreme requires the base station to be connected only to an Ethernet cable providing both power and network connectivity. Not only does this keep the Base Station out-of-reach, it is also a less expensive installation alternative since Ethernet cable is expensive to run in a building. The AirPort Express Base Station shares many of the features of AirPort Extreme. It includes the same high data transfer rate and can also be configured to share a USB printer. However, its compact size makes it a perfect traveling companion. It can be used to create a wireless network in a hotel room that provides a wired, Ethernet cable. AirPort Express also has an audio-out port, allowing it to be connected to a stereo system and stream music from iTunes to play through the stereo. return to top
iPod You'll learn more about the iPod in its ASTO course and in the "Apple Basics: Digital Lifestyle" course. There you'll learn why the iPod, when coupled with iTunes and the iTunes Music Store, is the perfect portable music player. And for those who like to show their photos, the iPod photo adds the ability to store and display photos. It's important to remember that the iPod offers more than music. Every iPod can be used as a FireWire or USB storage device, allowing customers to transport large files from work to home. It can also serve as a portable backup device for safekeeping critical information. Customers who use iCal (included with every Mac), Microsoft Entourage, or the Palm desktop to manage their calendars
can easily sync their calendar data to their iPod, making it easy to always have their current schedule readily available. Similarly, an iPod can synchronize with their computer's address book so they'll always have access to their important contact information. People who are on-the-go will also appreciate the iPod's ability to store text notes. Users can move their to-do lists or notes about restaurants or movies to their iPod so they'll always be easily accessible.
The flash-based iPod shuffle plays music and audiobooks and can be used as a thumb drive (connecting through a USB 1.1 or USB 2.0 port). Features including iCal synchronization and text notes are only found on hard drive-based iPod models. return to top
Sales Comparison Page The sales comparison page is a tool you can use in communicating the differences between the iBook G4 and PowerBook G4. As you review the comparison page, look at the key features and benefits that are listed, and how they may match up to a customer's needs. Look for ways to talk about the side-byside technical comparisons, and most importantly, how to determine which product will best meet your customer's needs. Comparison: Portables return to top
Sales Questions It should be clear that Apple offers a mobile solution that covers a range of needs and budgets—from the PowerBook G4 to iPod shuffle. Before you move on to learning about the customer, selling beyondthe-box, and handling objections, take a few minutes to review what you know about each mobile solution Apple offers by answering the following questions. What questions would you ask a customer to find out if they needed a portable or desktop Mac? What are the key differences between the iBook G4 and the PowerBook G4? How would you position the difference between an AirPort Express and AirPort Extreme Base Station? How would you assure a customer that the size and features of a given iPod will meet their activity level and music listening needs? What features of an iBook or PowerBook G4 enable customers to take their work with them anyplace they travel?
Your Answers:
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Apple Basics: Mobility Introduction
Features
Customers
Beyond-the-Box
Objections
Summary
Customers All of the customers in the following target markets share many common traits. They want the freedom to work or play from the location of their choice. Additionally, as the Internet and network resources become a more important part of their computing lives and they move from place to place with their notebook computer, they want to access available wireless connections. Review the following to learn more about customers for Apple's mobile solutions. Consumer Creative Professional Education Enterprise, Business, and Government Sales Questions
Consumer As the use of computers and the Internet continues to rise, more and more customers are turning to notebook computers so they can have their computer with them wherever they are. Apple's iBook models are ideal for consumers who are looking for a notebook to complement their mobile lifestyle. Whether they want to use the Internet to find out more about something they see on TV, follow their favorite sports team, share pictures with relatives, or trace their family history, the combination of an iBook and an AirPort wireless network gives customers the freedom to use their computer anywhere in their home. As more households include more than one computer, creating a wireless home network allows them to access information stored on the other computers in the household. The wireless network also allows them to share peripherals, like printers, so they don't need to purchase one for each of their computers. While traveling, customers will be able to import, edit, and share the pictures and movies they take with the combination of their iBook, Mac OS X, and the iLife software suite. They'll also be able to keep in touch by accessing one of the thousands of Wi-Fi hotspots around the world. return to top
Creative Professional The freedom that comes from a notebook computer powerful enough to run professional applications from any location has struck a chord in the creative professional community. Photographers, musicians, videographers, and filmmakers, plus those in the design and print industry, appreciate the combination of power and portability included in the PowerBook line of notebook computers. With a PowerBook and Final Cut Pro, editors of television programs can edit from anywhere—their
home, a hotel room, or even across the country— just as easily as they can if they were in a dark editing room. Musicians can bring a PowerBook on the road and compose and create music whenever a new music idea occurs to them. Design professionals can bring their notebook with them to a client site to show customers their ideas. They can even edit their work onsite based on feedback from their client. Mac OS X technology makes it easy for a PowerBook notebook computer to recognize a wireless Internet connection and join it automatically. As more people come to depend on resources available on the Internet, the ability to quickly and easily access the Internet from a remote location becomes an important consideration. When these creative professionals return to their primary locations, they will appreciate the speed of Gigabit Ethernet to quickly transfer files to and from their network, the crystal-clear digital connection to an Apple Cinema HD Display, and the FireWire 400 or 800 connection (depending on their PowerBook model) to their external peripherals that are all built in to their PowerBook computer.
The 17-inch PowerBook G4 includes a 128MB graphics card featuring dual-link DVI connections, allowing it to drive a 30-inch Apple Cinema HD Display. This graphics card is also an optional component on the 15inch PowerBook. return to top
Education Apple's education customers include both the K-12 and higher education markets.
K-12 In K-12, one of the growing trends is in 1 to 1 computing. In schools with 1 to 1 programs, students receive their own laptop to be used both at home and at school. For schools, a portable computer must be rugged with wireless connectivity and a long battery life. The iBook notebook has become the computer of choice in these settings. Often schools are reluctant to make the commitment to implement a 1 to 1 solution. They may have budgetary constraints or lack the support from their district or community required for a successful implementation. In these cases, an Apple Wireless Mobile Lab can serve as a first step. Wireless Mobile Labs can be configured with up to 32 iBook computers and an AirPort Extreme Base Station, combining the management and control of a computer lab, the freedom of portable computers, and the power of the Internet in a rolling solution. In addition to the physical characteristics of the iBook, schools find that Mac OS X is a stable operating system requiring less support and is less prone to Internet viruses. The iLife software suite is also a valuable tool in preparing children to become producers of digital content to express themselves, and not just consumers of digital media. Using AirPort Extreme Base Stations to provide network and Internet access is a faster and less expensive alternative to wiring classrooms with Ethernet cabling. Districts also appreciate the ease that
Apple has built into the management of their wireless networks. Many schools find that the AirPort Extreme Base Station with Power over Ethernet allows them to install base stations in more secure locations (in ceilings or air ducts) where they are out of the way and less vulnerable to damage than if they had to be installed near an electrical outlet.
Higher Education A growing trend on college campuses is to create wireless networks for students and faculty to access the Internet and other college network resources. With an iBook or PowerBook and a wireless Internet connection, students can work without being tethered to one location. PowerBooks are popular because they are small enough to be carried from dorm to classroom to lab yet deliver the computing power to run the most demanding applications. Students in science and technology appreciate the UNIX foundation upon which Mac OS X is based. These students can run their UNIX applications on their Mac without the need for a separate UNIX workstation. Many students also manage their electronic music collections on their Mac using iTunes. The iPod is the portable music player of choice with seamless integration with iTunes and the iTunes Music Store. Interestingly, many universities are also finding ways to use iPods as instructional tools. Tools to help in foreign language instruction are particularly popular. The ability to record, store, and listen to lectures and audiobooks is a common use for an iPod on campus. These recordings allow students to pause or replay key sections on their iPod. return to top
Enterprise, Business, and Government The trend toward notebook computers extends to all markets including those in enterprise, business, and government. With enough power to run all of their applications, more organizations are replacing desktop systems with notebooks. For those who travel for business, they always have their primary computer with them, eliminating the chance that they will forget to transfer data from their primary desktop computer to the notebook they use when traveling. The introduction of high-speed data networks from cellular companies can also provide Internet access to a computer via a Bluetoothenabled handset in places where no Wi-Fi coverage exists. The use of notebook computers gives employers and employees the opportunity to build a flexible work schedule, potentially allowing employees to split their work time between their home and office. Organizations are increasingly extending their network infrastructure with wireless networks. As organizations grow into new locations or reconfigure their space, they can save time and money if they don't need to run Ethernet to every employee's desk. Wireless networks also allow coverage in meeting locations, both formal and informal, providing employees with the ability to access network and Internet resources that previously may have been inaccessible from those locations. return to top
Sales Questions You'll find customers ranging from a home consumer buying an iBook G4 and AirPort Express, to a film editor using a PowerBook G4 to do just-in-time field editing. Schools may set up a mobile computing lab, or establish a policy that each student gets a laptop. Enterprise customers and businesses may look
for a combination of value and performance that includes all of Apple's mobile solutions. With this range of customer needs in mind, use the following questions to see how well you know the customer: How do the needs of customers differ when looking at desktops versus iBooks and PowerBooks? Is there an ideal mobile solution for the home customer looking to get started with a Mac and iLife? What aspects of Apple's mobile solutions appeal to students and departments in higher education? What distinguishes the needs of a small business customer from those in an enterprise? Why would you recommend a PowerBook G4 to a creative professional over an iBook G4? How would you help any of these customers decide between the various iPod models?
Your Answers:
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Apple Basics: Mobility Introduction
Features
Customers
Beyond-the-Box
Objections
Summary
Objections Typically, customers object when they aren't convinced that the solution you have proposed will meet their needs or if they don't see the value in your solution. During your sales process, it is important that you uncover the needs and pains of the customer and then create an Apple solution that meets those needs. During the process, you can use trial closing questions to ensure that you are on the right track. If you are finding that the customer is not agreeing with your trial closing questions, you'll need to evaluate your approach. In this section, you'll learn about some of the common objections you might face and provide some sample responses. General Concerns Compatibility iPods Sales Questions
General Concerns Objection Apple iBooks and PowerBooks seem expensive when compared to the competition.
Response Many competitors, like Dell, advertise a stripped-down model at a low entry-level price point but don't match the features included with an iBook or PowerBook. When stripped-down systems are configured with the upgrades and optional equipment to make them comparable with the iBook and PowerBook notebooks, iBooks and PowerBooks are very price-competitive. The Mac notebooks include benefits that are difficult to put a price on like the stability, safety, and ease of use that are a part of Mac OS X and the integration between the portable computer, Mac OS X, and applications like the iLife suite.
I'm not sure I want to give up my desktop Mac.
Verify that the customer doesn't truly need the speed of a Power Mac G5 over the mobility of a PowerBook or iBook. Remind the customer that Apple notebook computers are full-featured systems that are fast enough for the applications they are likely to need on the road or at the office. For more workspace, suggest the customer purchase an Apple Cinema Display, external keyboard, and external mouse for use at the office.
The iBook G4 and 12-inch PowerBook
Redirect by talking about the needs of the customer.
are similar in many ways.
The main differences between these two machines are in the areas of portability and performance. The 12-inch PowerBook is the lightest and smallest Apple portable and has superior performance and features compared to an iBook. The iBook G4 notebook is the ideal portable for consumers as well as students who mainly perform everyday tasks like email, web browsing, word processing, and other popular computer applications. The 12-inch PowerBook is a better choice for customers who require an ultra compact portable notebook with better performance for prosumer applications like Adobe Photoshop or presentation software. The DVI video output port on the 12-inch PowerBook G4 is also designed for power users who require larger Apple Cinema Displays for their work.
I'm still using a modem to connect to the Internet. Can I use a wireless network?
Wireless isn't just about getting access to the Internet, it is also about personal mobility and wireless sharing between you and everyone else at home. The AirPort Extreme Base Station includes a modem to provide dial-up Internet access, allowing that connection to be shared between other computers on the home wireless network. Computers on the wireless network can exchange files with each other or share network resources, like a USB printer.
Deploying a wireless network in this building is guesswork. I can predict the quality of service I will receive from an Ethernet network.
The AirPort Client Monitor helps determine where to place base stations for the widest and most effective coverage.
I can't afford a wireless network.
Discuss the affordability of an AirPort Extreme Base Station solution.
The AirPort Client Monitor is a powerful tool in the design of a wireless network, establishing the best locations for each base station, displaying transmission rates and signal quality of the base stations.
For multiple base station needs, explain how the hardware and software features make the deployment of multiple base stations easy and cost-effective.
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Compatibility Objection I need to run Microsoft Office.
Response Apple's iWork includes Pages, a word processor, and Keynote, software to create presentations and more. Microsoft Office 2004 for Mac includes Word, PowerPoint, and Excel, all with the same familiar interfaces that Windows customers are used to. Office documents are fully compatible between Mac and
Windows versions, so you can share everything from spreadsheets to presentations. I need to share files with people using Windows computers.
Most popular applications use the same file formats, making it easy to exchange documents with Windows users or to migrate existing files (word processing documents, pictures, music, and so on) from a Windows computer to the Mac. For example, iWork can import and export Microsoft Word and PowerPoint files, making it easy to share with those using the Mac or Windows versions of these popular programs.
I've heard that there isn't a lot of software available for the Mac.
Find out what the customer's needs are and then discover if there are applications that meet those needs. There are over 12,000 Mac OS X applications from developers such as Microsoft, Intuit, Symantec, America Online, Electronic Arts, and Humongous. Take a look at the broad range of software that is available for the Mac at guide.apple.com.
I also have a PC so I can't access an Apple wireless network.
All current Apple base stations use the 802.11g and 802.11b standards so they work with wireless-enabled Macs and PCs.
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iPods Objection iPods are too expensive.
Response When our competitors try to position themselves based on price, they often ignore the many innovative features of the iPod, including its small size, Click Wheel, user interface, capacity, ease of use, simple synchronization with iTunes, Mac and Windows compatibility, and the iTunes Music Store. There is a range of iPods to choose from, priced as low as US$99, and increasing by as little as US$49 up through the product family.
I don't need all that storage space that comes with an iPod.
Space can quickly dwindle with thousands of songs, audiobooks, voice recordings, photo libraries, fullresolution images, and backup files. Music collections tend to grow quickly once the customer starts purchasing songs and audiobooks from the iTunes Music Store. Non-music data can be stored on an iPod, just like any hard drive, allowing the customer to back up and move files.
I want a single device that can handle MP3, video, photos, PDA, and desktop applications.
Personal Digital Assistants (PDAs) or handheld computers try to be all things to all people, even including built-in cameras.
An iPod is a specialized music player that has advantages over most PDAs in terms of price, capacity, size, speed, music playlists, the iTunes Music Store, digital photo slideshows, and sync features. Calendar and contact information can be imported on some iPod models using iSync, which is a part of Mac OS X.
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Sales Questions You've just reviewed a few of the most general objections you'll face when selling Apple's mobile solutions to your customer. Obviously, your customer may raise a specific objection or concern about a specific feature, or about a need of theirs that is unmet. While you'll learn more about handling the specific objections in other ASTO courses on the iPod, AirPort, iBook G4, and PowerBook G4, you should be prepared with some responses now. What objections do you think iBook G4 customers will have that PowerBook G4 customers do not have? How will customers be able to pick the right iPod for their price, capacity, and style needs? Will you be ready to answer objections relating to specific wireless, Bluetooth, and Windows compatibility? What is the most challenging aspect to countering objections relating to price for customers in education and at home?
Your Answers:
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Apple Basics: Mobility Introduction
Features
Customers
Beyond-the-Box
Objections
Summary
Beyond-the-Box As a sales organization, Apple is committed to providing its customers with a solution to meet their specific needs and solve their pains. We can't do that by selling computers as just boxes. Whether the customer is a family purchasing a new computer, a student going away to college, a wedding videographer, or a company that is tired of systems that crash and are prone to viruses, take the time to learn about the customers, and you will be able to configure an Apple solution that meets their needs and surpasses their expectations. In this section, you'll learn about some beyond-the-box items to include when creating an optimal solution for your customers. .Mac Accessories AirPort AppleCare Protection Plan Apple Cinema Displays Customer Training Apple Professional Development Sales Questions
.Mac A .Mac account is a useful service for consumers, students, and small businesses. Here, we'll highlight some of the features for the mobile customer. There is a .Mac ASTO QuickStart course designed specifically to help you sell this valuable service. .Mac is both a website and collection of tools. Tight integration between .Mac and the iLife applications iPhoto and iMovie makes it easy for customers to upload a collection of photos from iPhoto or a movie they have created in iMovie. This service is perfect for sharing memories with family members. It's also a great way for a creative professional to make proofs and samples available to both clients and potential clients. Templates to assist in the creation of a home page also allow the home user and small business to create their own Internet destination. A .Mac account allows customers with multiple Macs to keep their Address Book and Safari bookmarks synchronized. The Learning Center is another exclusive tool for .Mac members. It is a powerful set of training aids to help them get the most out of Mac OS X and the iLife applications. return to top
Accessories During the sales process, use probing questions to discover how the customer plans on using their Apple notebook or iPod. Based on this conversation, you'll be able to make recommendations on builtto-order accessories for their notebook along with additional accessories for their computer and iPod. For example, a customer who is purchasing an iBook and a digital video camera might benefit from an upgrade to a larger hard drive and perhaps a SuperDrive to create DVDs of the movies they create. The mobile customer should consider extra AC adapters. They could keep one at work and one at home. They might also want to keep a spare AC adapter in one of many available notebook cases. iPod customers have a very wide range of accessories. Carrying cases provide a measure of protection
for something that is sure to be a constant companion in their daily routine. Additional docks and cables are useful if the customer uses their iPod in multiple locations. Speaker systems, car adapters, remote controls, voice recorders, and media card readers are all popular types of accessories for the mobile customer. Find out more in the "Selling Beyond the Pod" ASTO course. return to top
AirPort The trend in networking is the move to wireless networks. This is especially true for home networks. Your customers purchase a portable computer so they can choose where they want to use their computer. To support this mobile lifestyle, they need to create a wireless home network. The AirPort Extreme and AirPort Express Base Stations are the perfect tools to create and extend a wireless home network. In addition, customers who travel might want to bring along an AirPort Express to turn a wired Internet connection (for example, in their hotel room) into a small wireless network. return to top
AppleCare Protection Plan Every Mac includes a one-year limited warranty as well as 90 days of complimentary phone support. The AppleCare Protection Plan extends this coverage with three years of support (from the date the computer is purchased). Not only does the AppleCare Protection Plan provide hardware coverage, it also entitles customers to telephone support for their Mac, as well as answers to questions about Mac OS X, and all of the Apple consumer software applications that are included on the Mac—including Mail, Safari, iLife (iPhoto, iMovie, iTunes, iDVD, and GarageBand), iCal, and more. In addition, this coverage automatically extends to AirPort Extreme and AirPort Express Base Stations. The AppleCare Protection Plan is the best way to offer customers peace of mind about their hardware purchase. The iPod also includes a one-year limited warranty. Within the first 90 days of ownership, customers are eligible for one free telephone support call. The AppleCare Protection Plan for iPod extends this coverage for up to two years. Whether the iPod is being used with a Mac or Windows, the AppleCare support team will provide assistance with the iPod as well as its connection to the computer. Hardware repair coverage extends to the battery, which will be replaced during the life of the plan in the event the battery is not able to hold a charge of 50 percent of its rated capacity. return to top
Apple Cinema Displays PowerBook computers include the ability to extend their desktop across two displays—their portable computer's and an external display. Customers in the design & print, music & audio, and film & video markets can dramatically increase their screen real estate. Adding an Apple Cinema Display dramatically increases the amount of screen real estate for editing, timelines, and palettes. The combination of a portable computer and external display gives customers a lot of flexibility. They can take their portable computer with them and use it wherever they go. Then, when they return to their home or office, they can connect their computer to their Apple Cinema Display and take advantage of the extra space. For example, someone editing in Final Cut Pro could move their canvas and viewer windows along with their timeline on their Apple Cinema Display and leave the browser and other toolbars on their portable's screen. return to top
Customer Training
New Mac users as well as those new to Mac OS X will benefit from Mac User training, which includes instruction about the Mac OS X operating system, Mac OS X applications, the iLife suite, and Keynote. The foundation for this user training comes in the Learning Center tutorial lessons, which are a part of the .Mac service. Individual purchasers should consider a .Mac membership to take advantage of all that it has to offer in addition to the Learning Center. For organizations, this training can be site licensed or delivered with instructor-led sessions. Well trained customers are better able to use their computer and are more satisfied. An additional benefit is that they will require less technical support. For organizations that are deploying a number of Macs, instructor-led training for IT professionals is also available. These training courses help prepare individuals who are responsible for planning, maintaining, and integrating Mac OS X and Mac OS X Server into their various network environments. return to top
Apple Professional Development One of the most critical factors in determining the success of a 1 to 1 program in K-12 schools is the amount of professional development for teachers. Apple's long history in the education market and skill in professional development is a competitive advantage that Apple brings to schools. From basic Mac training to integrating technology into the curriculum, Apple is able to tailor programs to meet the needs of the K-12 audience. Apple's consultants develop programs to fit a school's specific objectives. Each Apple Professional Development (APD) program is built on a solid research foundation and incorporates a wealth of print and online materials, plus ongoing support. return to top
Sales Questions There are a number of ways to increase a sale beyond-the-box, including accessories, hardware, software, service, support, and training. The key point to remember is that each Mac is used by the customer to fit a need or to solve a problem. You're selling a solution, not just an isolated box. With that in mind, think of ways you can increase a sale beyond-the-box by answering the following questions. What questions can you ask a customer to find out if they need additional software for their system? What accessories would you suggest to someone working with digital film and video? How can you talk to a customer about services like .Mac and AppleCare? What can you tell a customer to get them interested in adding an Apple Cinema Display to go with a PowerBook G4? How does the addition of an AirPort Extreme or AirPort Express Base Station help the customer?
Your Answers:
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Apple Basics: Mobility Introduction
Features
Customers
Beyond-the-Box
Objections
Summary
Summary As you've learned, Apple's mobile solutions cover a host of needs for every type of customer. The iBook G4 and PowerBook G4 have features and benefits that range from low price, to the ultimate in mobile performance. Every Mac is built from Apple's core strengths that include value, ease of use, innovation, and integration. The result is the best possible customer experience from purchase through daily use on the road. In order to complete this course, you may want to take some time and try your skills on a few sales games, reference the additional resources available on Apple desktops, and then earn your course points with the final quiz. Sales Games Additional Resources Quiz
Sales Games Do you feel you've learned everything about Apple's mobile solutions? Are you ready to match a customer's need to an iBook G4, PowerBook G4, AirPort Base Station, or even an iPod? Are you feeling competitive and would like to beat the clock and your own score? Try one of the following learning games and see how you do. Choose It!
Pick the correct answer from a number of choices.
Play in Safari
Name It!
Fill in the blanks one letter at a time like Play in Safari Wheel of Fortune or HangMan.
Pair It!
Find two items that go together and clear the board before time runs out.
Play in Safari
Download all to disk Play the games at any time. Download the .ZIP file of all the games to your hard drive and play them in Mac or Windows and on any browser.
Why Safari? Currently, ASTO doesn't support the JavaScript surrounding the games: however Safari can play the SWF files without this JavaScript. For maximum compatibility, we have included the option to download all games for non-Safari users and to play them offline. return to top
Additional Resources This Apple Basics course is a first step to introduce Apple's mobile solutions. You are encouraged to continue with additional Apple Sales Training Online courses that go more in-depth into the products and services introduced in this course by referencing the following: "Why Apple?" DVD - available in the Dec. 2004 mailbox Apple's website - www.apple.com Apple Sales Web - asw.apple.com iPod, AirPort, iBook G4, and PowerBook G4 - ASTO courses from salestraining.apple.com Beyond the Pod and Selling Customer Training - ASTO courses from salestraining.apple.com
Wireless Mobile Labs Product Page - Resource on Apple Sales Web (ASW) Made4Mac website for a complete database of over 23,000 hardware and software solutions for the Mac Related Apple websites, including the hundreds of third-party vendors, magazines, and fan websites
Access to information on Apple Sales Web is limited depending on your business relationship with Apple. The referenced documents may not be available to everyone. You must be logged into Apple Sales Web (ASW) or Apple Sales Training Online (ASTO) to access some of the materials listed above. return to top
Quiz Congratulations! You have just completed the "Apple Basics: Mobility" course. This course is worth 400 points. There are 10 questions in the quiz. You will be given one chance to answer the questions, so be careful before you click the "Results and Feedback" button. If you wish to review any of the course material before taking the quiz, please do so now. You can return to this page later through the "Summary" link in the upper navigation bar. To begin the quiz, click the "Start the Quiz" link at the bottom of this page. return to top Back
Start the Quiz
Comparison: Portables Close Window The Apple mobile line-up consists of the iBook G4 and PowerBook G4. The PowerBook G4 is aimed more at the needs of professionals in business and creative fields, offering faster processor speeds, larger displays, and more expansion capabilities than the iBook G4. Professionals can choose from a range of configurations, from the small and affordable 12-inch PowerBook G4 to the wide-screen display of the 17-inch PowerBook G4. The iBook G4 is the perfect notebook for students and consumers looking for a portable solution, or for a small business owner looking for a second computer. The iBook offers a rugged design at a lower price than the PowerBook line. Selling Points Technical Side-by-Side Qualifying Questions
Selling Points The following table lists just some of the many sales points you can use selling iBook and PowerBook potables. Keep in mind that all PowerBooks share some common features that are not listed in this comparison, such as Mac OS X and iLife '05 preinstalled, a slot-loading optical drive, built-in AirPort Extreme, Ethernet, and a 56K v.92 modem. Model iBook G4
Feature Two sizes: 12-inch or 14-inch Up to 1.33GHz PowerPC G4 processor Up to 1.25GB of memory 14-inch model has 4x SuperDrive option
PowerBook G4
Benefits Designed to go anywhere with its small size, light weight, tough polycarbonate enclosure, and inner magnesium frame Multiple options for wired and wireless networking virtually anywhere customers go
Up to 80GB hard drive
Perfect choice for customers looking for low cost portability and those in education
Three sizes: 12-inch, 15-inch widescreen, and 17-inch widescreen
Ideal combination of performance and long battery life for the best portable experience
Up to 1.67GHz PowerPC G4 processor
Extend the desktop by directly connecting the 20-inch, 23-inch, or 30-inch Apple Cinema Display to the industry-standard Digital Video Interface (DVI) port
Up to 2GB of memory Can connect to external displays using DVI, ADC, VGA, S-video, or composite Burns DVDs using 8x SuperDrive Illuminated keyboard, PC Card slot, FireWire 800 and Gigabyte
Sleek, lightweight aluminum alloy enclosure that is resistant to stains and scratches Gives customers the memory and
Ethernet on 15-inch and 17-inch models
level applications
For complete sales training on each member of the portable family, review the QuickStart courses on Apple Sales Training Online and the resources on Apple Sales Web. return to top
Technical Side-By-Side Here is a quick side-by-side comparison of the iBook and PowerBook product lines. Notice that the two iBook models share the same column, as they share many features aside from speed, SuperDrive, and size. Also, keep in mind that this comparison doesn't cover every technical detail you can find on the individual product pages at www.apple.com. iBook G4 12-inch 14-inch
PowerBook G4 12-inch
PowerBook G4 15-inch
PowerBook G4 17-inch
Price (US)
From $999
From $1499
From $1999
From $2699
Processor speed
Up to 1.33GHz
1.5GHz
Up to 1.67GHz
1.67GHz
Memory
Up to 1.25GB
Up to 1.25GB
Up to 2GB
Up to 2GB
Display
12.1-inch (diagonal); 14.1inch (diagonal)
12.1-inch (diagonal)
15.2-inch widescreen (diagonal)
17-inch widescreen (diagonal)
Resolution
1024 x 768
1024 x 768
1280 x 854
1440 x 900
DVI support (dual display)*
No
Yes (with included DVI adapter)
Yes
Yes
Video memory
32MB
64MB
Up to 128MB
128MB
Hard drive
Up to 80GB Ultra ATA/100; 4200 rpm
Up to 100GB Ultra ATA/100; 5400 rpm
Up to 100GB Ultra ATA/100; 5400 rpm
Up to 100GB Ultra ATA/100; 5400 rpm
Sudden Motion Sensor
No
Yes
Yes
Yes
Available slot4x on 14-inch loading SuperDrive model only
8x
8x
8x
Optical digital audio
No
No
No
Yes
Ethernet
10/100Base-T
10/100Base-T
10/100/1000 Base-T
10/100/1000 Base-T
Built-in AirPort Extreme wireless
Yes
Yes
Yes
Yes
Built-in Bluetooth
Optional
Yes
Yes
Yes
FireWire
400
400
400/800
400/800
PC Card/CardBus slot
No
No
Yes
Yes
Illuminated keyboard
No
No
Yes
Yes
* The 15-inch and 17-inch PowerBook G4 can drive the 30-inch Apple Cinema HD Display when the proper graphics card is added during CTO. Both iBooks and PowerBooks can drive external displays using VGA and component video, however only PowerBooks can extend the desktop between two displays. return to top
Qualifying Questions First, find out if the type of work your customer does demands a mobile solution like the iBook G4 or PowerBook G4, or instead is better met by a desktop system. For example, you could ask if the customer needs to take their work with them on the road. If they do, then you could ask if the customer needs to run professional applications, using the maximum memory, while driving a 30inch Apple Cinema HD Display. In between the lowest cost iBook G4 and professional-level 17-inch PowerBook G4 your customer has a number of choices. Finding out more about what the customer is doing today and their future plans would help you pick the best match. The following are some questions you can use with your customer to find a matching iBook G4 or PowerBook G4. All "Yes" responses in a row would indicate a match for that Mac, whereas all "No" responses would move you to the next model. Model Any iBook model
Yes or No Is the type of work you're doing more consumer-level than professionallevel? Are you looking for a rugged and low-cost mobile solution for education? Will the applications and files you're using require more than 1.25GB of memory or 80GB of disk space? Is the work you're doing fitting well on a single display, and you won't need to extended the desktop between two displays?
iBook G4 12-inch
Do you want the smallest, lightest iBook G4? Do the files and applications you're using fit well on a 12-inch display? Does the speed and hard drive space available need your needs? Will you be able to find other ways to burn DVDs besides an internal SuperDrive?
iBook G4 14-inch
Are the files and applications you're using require the most screen real estate you can get on an iBook? Do you need to use iDVD to create your own DVDs through an internal SuperDrive? Would you rather have a 14-inch iBook with a SuperDrive instead of a 12-inch PowerBook G4 without one? Would you be willing to trade a little performance in order to save money over a PowerBook model?
Any PowerBook model
Are you working with pro-level creative and scientific applications that require as much speed as you can get? Does the sleek, durable aluminum design appeal to you more than the iBook case? Do you want the most flexibility in connecting to external displays, including DVI, ADC, VGA, S-video, and composite?
Will you want to run in dual-display mode in order to extend your desktop working area across two separate displays? Do you want to reduce your wait time when burning DVDs as much as possible? PowerBook G4 12inch
Do you want the smallest, lightest PowerBook G4? Do the files and applications you're using fit well on a 12-inch display? Can you use FireWire 400 or USB 2.0 for expansion instead of a PC Card Slot or FireWire 800? Can you use Ethernet (10/100Base-T) to transfer your files across a network instead of Gigabyte Ethernet (10/100/1000Base-T)? Will the maximum of 1.25GB memory to be sufficient to run the applications that you use? Are you working in well lit areas where you don't need an illuminated keyboard?
PowerBook G4 15inch
Are you looking for the best balance in performance, screen size, and weight for a PowerBook? Do you need more screen real estate than a 12-inch offers, but don't want to add the weight and size of a 17-inch? Are the applications you're using going to require the maximum memory possible in a PowerBook (2GB)?
PowerBook G4 17inch
Are you working with professional applications where the widest and largest screen is key to working efficiently? Do you need a mobile system that rivals the speed and performance of desktop systems? Are you interested in the best possible graphics card and connecting to the 30-inch Apple Cinema HD Display? Do the applications and files you use require the maximum memory possible on a PowerBook (2GB)? Would you ever want to use optical digital input and output instead of analog?
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