1, gram weight deviation, causing guests' dissatisfaction;
2. The destructive gold inspection did not fully communicate with the customer, nor did it get the written confirmation from the customer. Once the customer goes back on his word, the store often has to compensate or make concessions on the price;
3. The gold inspection process was not carried out in front of the guests, causing customers' doubts and dissatisfaction, which eventually led to mistakes, customer loss or quality disputes;
4. The master failed to carry out destructive gold inspection and testing according to the standard, which led to an endless stream of fake gold fraud incidents;
5. Failing to keep the old gold materials in accordance with the process standards during the gold inspection, as well as the customer's redemption and other exchanges, in case of loss accident, it is easy to cause disputes over the responsibility of custody (some store employees operate at will, some let Jin Shifu temporarily manage them, some let the guests temporarily manage them, and even some other employees temporarily manage them).
In a store with standardized management, there are strict procedures for checking gold. Only by following the process can we make fewer mistakes. Therefore, it should arouse everyone's attention and concern. Standardize the operation flow in the process of recovery or exchange of ordinary precious metal gold;
1. First, communicate with customers whether they are willing to recycle/exchange;
2. If the customer agrees to recover or exchange money, we must first tell the customer that we need to check the money; Before the gold inspection, the sales consultant must inform the customer of the following contents:
A, but if you want to check the gold, it will destroy the original appearance of the jewelry, and it will be impossible to restore the original appearance of the jewelry again, which will eventually lead to the inability to wear it, depending on whether the customer agrees. (especially bracelets, gold bars, etc. )
B. The customer agrees that our store will carry out destructive gold inspection on jewelry, and it needs to be weighed for the first time before the gold inspection, and informs the customer that because jewelry contains dust, the dust will be removed during the gold inspection. According to the amount of dust, there will generally be a difference of several grams!
C. If the gold 990 jewelry was bought a few years ago, because the purification and processing technology can't reach today's level, there may be more solder, and some or many black spots will appear on the interface during gold inspection. Too much will affect the gold content. We will charge a certain fee according to the store rules or discount the purity and recalculate!
3. After making it clear to the customer and obtaining the consent of the customer, the jewelry consultant will issue a "recycling list" and indicate on the "recycling list" that the gross weight of gold before inspection is:-gram; The gold inspection will destroy the jewelry and cannot restore its original appearance. Finally, ask the customer to confirm and sign the "Customer Confirmation Office" on the "Recycling Form".
4. Then the jewelry consultant leads the customer to the technician to check the gold. The technical staff must see the "recovery form" and check the customer's signature before the gold inspection operation flow, and the customer needs to have a look at it on the spot.
5. In principle, it is required that Jin Shifu must carry out destructive gold inspection, and inform the subsequent sales consultants and customers of the specific results of the gold inspection in person, and indicate the opinions on the recycling list (that is, the detailed description of the contents and impurities and the signature confirmation); If adulteration fraud is found, immediately notify the store manager to call the police. If a quality accident occurs due to the failure of the inspector to carry out destructive gold inspection experiments, the responsibility shall be borne by one inspector.
6. After the gold inspection, the jewelry consultant will put the old gold on the tray, lead the customer to the counter to weigh the old gold again, and fill in the "recovery form", taking this weight as the final calculated weight;
7. After completing the form, the original jewelry consultant will take care of the old gold and lead the customer to the cashier to discount it or choose new jewelry at the counter.
8. After the selection, the jewelry consultant took the old gold, recycling list and sales list and led the customer to the cashier.
9. Doomsday, Fujian!