Hey, I need to buy a new iPhone. My 13 Pro completely died two days ago — screen went black, won't turn on. I've tried everything. I want a 16 Pro Max.
— Marcus, approaching On Point
Stage 1
You're On Point. Six people behind him. What do you do?
You have 30 seconds.
A
Route to Sales
"Nice! The 16 Pro Max is incredible. Let me get you with someone on the floor who can get you set up."
B
Ask About Data
"Sounds frustrating. Quick question before I grab someone — do you have a backup of everything on your current phone?"
C
Troubleshoot First
"Oh no — have you tried a force restart? Hold the volume up, then down, then hold the side button."
Your Choice
Option ? — ?
What This Reveals
Stage 2
What's your next move?
Your Choice
Option ? — ?
What This Reveals
Stage 3
The Moment.
Your Choice
Option ? — ?
What This Reveals
The Outcome
60 seconds. $1,799. 3 years of memories.
The Fast Route
Marcus buys iPhone 16 Pro Max ($1,799)
Sets up as new — can't transfer from "dead" phone
Loses 3 years of photos
Loses all 2FA authenticator codes
Locked out of bank, email, work systems
Spends a week doing account recovery
One-star review posted online
Time on Point30 seconds
Money spent$1,799
Data recovered0
CustomerDetractor
The One Question
On Point asks about backup — discovers no backup
Takes the phone, tries force restart
Volume Up, Volume Down, hold Side Button
Phone boots up. It was never dead.
Photos, authenticator codes, contacts — all safe
Marcus leaves with a working phone (or upgrades by choice)
Time on Point90 seconds
Money spent$0 (or $1,799 by choice)
Data recovered0
CustomerPromoter
"60 seconds of questions saved 3 years of memories."
Key Insight
What Made the Difference
"Do you have a backup?"
Five words. Five seconds. Reveals whether a sale is a solution or a catastrophe.
"Dead" isn't always dead.
A force restart takes 20 seconds. Checking before routing is the difference between solving and selling.
The best On Point interaction isn't the fastest.
It's the one where the customer leaves with the right outcome — even if that outcome isn't a sale.
"On Point isn't triage. It's the first diagnosis. You're not a traffic cop — you're the first line of defence against the customer's own assumptions."