retail jewellery sample workbook
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Retail Jewellery Sample WorkbookTRANSCRIPT
retail jewellery
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Contents PAGE
Introduction ............................................................................................................. 5
Planning your learning ...................................................................................... 7
Study techniques .............................................................................................. 10
Checklist .......................................................................................................... 11
Build your product and service knowledge .......................................................... 13
Why does product knowledge matter .............................................................. 13
Identify your product range .............................................................................. 16
Identify your service range ................................................................................ 19
Find out what the customer wants to know ..................................................... 21
Sources of information ..................................................................................... 23
Know your diamonds ....................................................................................... 28
All about gold .................................................................................................. 34
Knowing your customers .................................................................................. 38
Metals used to make jewellery ......................................................................... 42
Gemstones ....................................................................................................... 49
Know your competition .................................................................................... 56
Checklist .......................................................................................................... 58
Glossary activities ............................................................................................. 59
Reflection ........................................................................................................ 63
Answers to activities ......................................................................................... 64
Recommending products and services .................................................................. 65
Determining your customer’s needs .................................................................. 65
Converting features into benefits ..................................................................... 72
Dealing with tricky situations ............................................................................ 74
Identify add-ons ............................................................................................... 76
Checklist .......................................................................................................... 79
Review activities ............................................................................................... 80
Reflection ......................................................................................................... 82
Service and Repair ................................................................................................... 83
Repair and service procedures .......................................................................... 83
Checklist .......................................................................................................... 89
Reflection ......................................................................................................... 90ContInued on neXt Page
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Warranties ................................................................................................................................ 91
Understand warranties and guarantees .......................................................... 91
Working with warranties and guarantees ....................................................... 98
Types of warranties and guarantees ............................................................... 100
Who is responsible? ....................................................................................... 103
Refund policies ............................................................................................... 105
Checklist ........................................................................................................ 107
Glossary Activity ............................................................................................. 108
Reflection ....................................................................................................... 109
Protect Stock ............................................................................................................ 111
Cleaning Jewellery .......................................................................................... 111
Handling and showing jewellery ..................................................................... 117
Security procedures ........................................................................................ 121
Checklist ........................................................................................................ 126
Reflection ....................................................................................................... 127
assessment .............................................................................................................. 128
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IntroduCtIonCongratulations on choosing to become a qualified retail jewellery salesperson.
This training material contains:
1 jewellery industry information and examples
1 a range of activities to develop your skills and knowledge
1 review activities at the end of each section
1 an assessment.
The training material will help you learn about retail jewellery and your role at work. It is designed to build your knowledge as you work through each section. Please complete the sections in order.
Take time to complete the activities, you will learn a lot more and they will prepare you for the assessment. As you complete a section you can do the assessment for that section, or you can wait until you have completed all the sections.
the unit Standards covered in this resource
unit title
23602 Demonstrate product knowledge for jewellery sales and service
23604 Demonstrate knowledge of jewellery warranties
23605 Describe and demonstrate jewellery store and stock security
23606 Provide customer assistance for the maintenance, repair, remake and/or redesign of jewellery
23608 Provide customer assistance for the maintenance, repair, remake and/or redesign of jewellery
23610 Demonstrate technical knowledge of jewellery materials
A jewellery store is a high-risk business. Ask your trainer:
1 if it is acceptable for you to take your training material home
1 where it can be safely kept at work
You will find more information about keeping your store’s security procedures confidential in Section 5.
Copyright © 2010 Retail Institute6
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The following icons have been used in this training resource. Outlined below is an explanation of what the icons mean.
This icon identifies an example.
This icon gives you a hot tip.
This icon tells you there is a key point to remember.
This icon lets you know there is more information on this subject in another section or training resource.
This icon indicates an activity for you to do. The activities do not form part of the assessment but will help to reinforce your learning
Contents oF JeWeLLerY retAIL
Jewellery Retail consists of a workbook that contains:
1 activities – these activities are designed to prepare you for your assessment.
1 examples and case studies – these are relevant to loss prevention situations in the retail industry. They provide real life examples of loss prevention.
1 an assessment – this is used to assess your overall achievement after you have completed your learning. You will find it on the coloured pages at the back of this workbook. Make sure you read this before you start working though the rest of the workbook.
1 glossary – You will find some technical terms and phrases in the training material. They are highlighted in blue and defined in a hanging glossary on the right hand side of the page. In addition to the hanging glossary, you will find review activities at the end of each section to help you practice using these technical terms and phrases.
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PLAnnIng Your LeArnIng
The activities and assessment tasks require you to apply your learning at work. One of the best ways to learn is to talk to people at work. Use your trainer, colleagues, store manager, or your store’s owner/operator as a resource. Talk your ideas through with them, they will help you to stay on the right track and learn what you need to know.
You will also need to use other resources in your workplace to complete some of the activities and assessment tasks.
These could include:
1 product brochures and warranties
1 books about jewellery
1 workplace training manuals
1 workplace policies and procedures
1 staff newsletters
1 emails
1 reports and records
1 completed forms.
You will find these books useful as you work through this resource:
1 Gemstones of the World (2006) by Walter Shum. Stirling Publishing Company Inc., New York.
1 The Diamond Ring Buying Guide (2005) by Renee Newman. International Jewellery Publications, Los Angeles, 6th edition.
1 The Gemstone Buying Guide (2008) by Renee Newman. International Jewellery Publications, Los Angeles.
1 The Jewellery Handbook (2007) by Renee Newman. International Jewellery Publications, Los Angeles.
1 The Gem and Jewellery Pocket Guide (2007) by Renee Newman. International Jewellery Publications, Los Angeles.
Good planning will help make the learning process easier.
You will find it helpful to:
1 read through all the training material and the assessment
1 write down the names of the key people you will be working with
1 meet with your trainer to talk through how you will approach your training and discuss the support they can give you
1 plan when, where, and how you will work on this resource and the assessments
1 think about what other support you may need.
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When you are planning your work, don’t forget to take into account other things happening in your life that might impact on the time you have available. For example, you might be taking annual leave or shifting house and this will take time away form your study.
Planning your learning
Look through the training material, you will see that each of the five sections covers a different aspect of retail jewellery, and some are larger than others.
Use the chart below to plan your time. Write down a start and finish date for when you will work on each section. Then write a start date and finish date for the whole programme and for when you will complete the assessment.
I plan to start work on my training programme on: .................................................
I plan to complete my assessment for this programme on: ....................................
Section:I plan to start work on this section on:
I plan to complete this section by:
1
Build your product and service knowledge
2Recommending products and services
3Service and repair
4Warranties and guarantees
5 Protect stock
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Key People involved in your success
This training programme will involve other people and you need to plan your learning to fit in with the people involved. Key people include the following.
1 Your trainer could be your manager, supervisor or another suitable person in the workplace. It is their role to support you as you learn.
1 Your verifier is a person nominated by your organisation to watch you applying your training in the workplace. Your verifier will confirm (verify) that you are competent in applying your knowledge in your workplace.
1 Your assessor is the person who uses your every day work practices and supporting evidence to make a judgement about your competence.
You may not meet this person but you need to provide them with all the evidence necessary to prove you have the the skills, knowledge and ability to be judged competent. So take care when writing your assessment answers.
Write down the names of these people:
My trainer is: .................................................................................................................................................
My verifier is: .................................................................................................................................................
Meet with your trainer
1 Arrange a time to sit down with your trainer to talk through how you will manage your training programme. (You need to allow at least half an hour for this meeting).
1 Explain to your trainer what you want to talk about. You could give your trainer a copy of any questions or topics you want to discuss before you meet, so they have a chance to think about them.
I will meet with my trainer on:
Day: ............................................................................................. Time: .......................................................
getting the support you need
Now that you’re more familiar with what this training programme involves, you need to think about the support you might need to get the work done. You may need to call on other people around you to provide support and ideas.
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studY teChnIques
Most tasks you do in your job require you to have certain knowledge or skills to help you complete them successfully. These skills and knowledge are tools that help you work smarter rather than harder. It is the same with learning and study.
This training material is yours to write on and make your own. Use study techniques that will help you learn best. For example:
1 use highlighters to highlight key words or important information
1 use post-its to identify information or make notes on pages
1 use the hanging glossary and the glossary of specialised terms to help you learn some jewellery terms and phrases
1 use a notebook to record your ideas, new words and their meanings
1 use a dictionary to find the meaning of a word
1 use a calendar to record important dates and plan your work.
Working with your verifier
An important person who will help you complete your assessment is your verifier.
In the table below make a note of all the assessments that require you to work with your verifier. They may need to sign a verifier declaration or they may need to observe you perform a task. Talk with your verifier to agree dates when it might be convenient for you both to complete these tasks and gather this evidence.
task numberthe date(s) I plan to get my verifier to observe me
If you need to repeat a task, note here what date(s) you will do this
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CheCKLIst
Think about each of the statements below. They will help you know whether you are ready to start working on this workbook.
I've thought about:tick when completed
how I am going to complete this workbook
who is going to help me
the time demands completing this workbook will place on me
I've talked with my:tick when completed
workplace trainer
manager/supervisor
family
verifier
I've planned:tick when completed
my pathway through the course
dates and times with my verifier
I still have to: ...............................................................................................................................................
........................................................................................................................................................................
........................................................................................................................................................................
If you ticked all the options above, then you are ready to go.
If there are still some unanswered questions in your mind, a little more preparation now will give you a better chance of success later. Talk to your trainer or a support person about any of the statements that you didn’t tick.
Good luck!
Copyright © 2010 Retail Institute12
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0800 486 738www.retailinstitute.org.nz
Copyright © Retail Institute
All rights reserved. No part of this publication may be reproduced in any form without prior written permission. Enquiries should be made to the Retail Institute, PO Box 24341, Wellington.
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