2. Customer Service Standards

• Greet customers warmly upon entry.

• Offer assistance based on their interest (bridal, gold, diamonds, daily wear, etc.).

• Provide accurate product details, hallmarking, and pricing transparency.

• Never pressure customers—prioritize experience and trust-building.

• Offer refreshments and seating when needed.

3. Sales Process

• Demonstrate products professionally using gloves or trays.

• Provide price breakdown and certification (e.g., BIS, IGI, GIA).

• If customer decides to purchase, proceed with billing using POS system.

• Cross-check product details before packing.

• Offer post-purchase services like polishing, resizing, and repair.

4. Billing & Documentation

• Ensure accurate entry of customer name, contact, and product code.

• Apply GST or relevant taxes as per government regulations.

• Provide a digital and physical invoice.

• Record high-value transactions for compliance and future reference.

• Maintain daily sales and cash reports.

5. Inventory Management

• Conduct weekly inventory audits.

• Maintain stock records digitally with barcoding or tagging.

• Report discrepancies immediately to management.

• Follow FIFO (First-In-First-Out) or ageing stock strategy for older items.

• Secure all high-value items in vaults after hours.

6. Employee Conduct & Dress Code

• Maintain neat and professional appearance.

• Wear uniform (if applicable), name badge, and minimal jewellery.

• Uphold honesty, politeness, and confidentiality.

• Refrain from using mobile phones or engaging in personal conversations on the floor.

7. Security Protocols

• Regularly inspect CCTV footage and ensure cameras are functional.

• Employ trained security staff at the entrance.

• Do not allow customers to handle high-value items unsupervised.

• Follow dual-authorization for vault access.

• Report any suspicious behavior to store manager or owner immediately.

8. Returns & Exchanges

• Follow clearly defined return/exchange policy shared at the time of purchase.

• Inspect items before accepting returns (must be unworn and in original condition).

• Process returns only with original invoice.

• Keep documentation for all returns for audit purposes.

9. Marketing & Promotions

• Inform customers about ongoing offers, loyalty programs, or new arrivals.

• Collect feedback and encourage Google or social media reviews.

• Collaborate with digital marketing team for festive campaigns.

10. Compliance & Legal Requirements

• Ensure all items sold are hallmarked (in applicable countries).

• Follow AML/KYC rules for transactions above prescribed limits.

• File GST/VAT returns timely.

• Maintain up-to-date licenses and insurance.