A leak of the Apple "Genius" training student workbook provides a glimpse at the brainwashing and marketing speak skills you need to go through to become an Apple Genius, you can check it out over here.
A number of scenarios are outlined in the manual, with Apple Genius employees being encouraged to use a system of what they feel, what they felt, and what they found. One of the scenarios is below:
Customer: This Mac is just too expensive.
Genius: I can see how you'd feel this way. I felt the price was a little high, but I found it's a real value because of all the built-in software and capabilities.
The three sensations come in the form of empathising with the customer's feeling, somewhat siding with it, and then adding in the realisation that the price can easily be justified.
It's a very clever system, and the end goal is simply to get the customer to bring their cash to the checkout and walk out carrying a Mac or an iPhone or whatever product they'd like to find.
