• Providing a high caliber Customer interaction as measured by Apple’s call quality reports, call audits, and customer satisfaction survey;

• Providing pre-sales consultative solutions, which explain features and advantages of Apple Products to Customers who call Retail Contact Center Sales and Service;

• Logging of correct and valid orders and accurately logging all Saved For Later (“SFL”) opportunities;

• Selling and providing sales support for Apple Products to drive incremental revenue while ensuring the highest level of Customer Satisfaction Survey scores;

• Presenting to the public a strong working expertise in all Apple Supported Products (now and in the future) as measured by Apple’s call quality reports, call audits and Customer Satisfaction Survey scores;

• Ensuring innovation and quality in all Customer interactions as measured by Apple’s call quality reports and Customer Satisfaction Survey scores;

• Capturing all required data elements in Apple’s internal Online Store and other systems of record as required by Apple’s training and operational procedures; and

• Maintaining a general awareness of Apple’s strengths in the industry.