If you've ever been curious about what it takes to be an Apple Store Genius, a leaked internal training manual may provide those answers for you. If you've ever worked in retail, none of it will be a big surprise to you. Dealing with customers is dealing with customers, whether they're upset about their Mac, the pants they just bought, or the auto part they want to return. This manual just puts it all in an Apple Genius context. So, you must remember things like "Apple products never get hot, only warm" or that "A Mac doesn't crash, it stops responding", among many other interesting tidbits.