If you see or suspect any suspicious activity – always alert show organizers, security and any onsite law enforcement.

Personal Safety

• Only wear badges on the show floor and at events organized by the trade show operator as well as at private events related to the show. Always remove your badge when leaving the show floor and events.
• Don’t advertise your exact location, room number or anything that could compromise your safety.
• Always avoid keeping your hotel key card inside the hotel-provided envelope that displays your room number. Losing or misplacing the card and envelope together could potentially grant someone immediate entry to your room.
• Don’t share that you work with high-valuable merchandise especially to strangers such as service workers, other hotel guests or staff, taxi drivers, etc.
• Even if you are not carrying or wearing merchandise, be cautious about carrying any swag or marketing collateral that could make it obvious for a criminal that you work with jewelry or other high value merchandise.
• Be on alert when returning to your hotel room that you are not being followed. If you feel unsafe, contact hotel security immediately.

Exhibitor Precautions

• Be aware of your inventory values and assure that you are carrying sufficient insurance limits for your business at the show.
• Despite the hustle and bustle, always be alert and follow security procedures when transporting jewelry to and from your booth.
• Always ship high valuable product through armored services.
• Don’t assume that just because there is trade show security, you’re protected from theft. Anyone in charge of the booth is also in charge of security. Make sure all members of your staff understand that part of their role is being vigilant to ensure the booth and products stay secure.
• Make sure your booth is properly staffed during show hours.
• Keep valuables in locked showcases. Keep the keys in a secure spot, and never leave keys on a counter or in a place they could easily be snatched.
• For high value pieces show only one at a time and inspect every piece before returning to the showcase.
• Keep jewelry trays and displays fully stocked so it is easy to identify if a piece is missing.
• If possible, utilize safes and guarded storage areas.
• Don’t leave personal items, electronics and other valuables in booth overnight.
• Only show product to attendees that have identified themselves and businesses, especially if they are wearing a mask or face covering. It’s wise to ask for identification and also take a picture of the badge or use the QR scanner, if available. This also helps with sales follow up in addition to security.
• If an attendee is not wearing a badge on the show floor, report it immediately to show organizers or security.
• Be vigilant for signs that someone is casing your booth to commit theft, e.g., a visitor without visible badge credentials, who fidgets, avoids eye contact, wears a large hat or face coverings or seems like they are trying to distract you.
• Review your internal plan for potential thefts. Make sure all employees know a predetermined phrase that alerts them to a potential threat without alarming customers.
• Employees should know the proper steps to take when the code phrase is used. Practice this before and during the trade show events.
• Never show product in an unsecured location like a hotel room or public place during a business meeting.

For additional Loss Control tips, visit BerkleyAssetPro.com/LossPrevention.

If you have questions, please contact Berkley Asset Protection: 212-922-0659 or marketing@berkleyassetpro.com.

The post Trade Show Safety Tips and Preparedness appeared first on INSTOREMAG.COM.

We’re betting you have. That’s why we’re bringing together Kate Peterson, Sherry Smith, Jimmy DeGroot and Megan Crabtree to conduct a one-day workshop at The INSTORE Show in August, which includes hands-on teaching and feedback for each participant. We’re calling it The Brain Trust Workshop. And you can attend for less than $700 (assuming you register quickly — the workshop is limited to 64 participants).

I hope you’re as excited about this concept as I am. When we began brainstorming about The INSTORE Show last summer, we asked ourselves the question, “How can we do something at this show that’s never been done in the jewelry industry?” After all, INSTORE’s original SMART Jewelry Show had innovations like The Bench Pressure Challenge. We wanted to match that level of coolness but also do something that only INSTORE could really pull off … and something that our readers could profit from in a big way. If you’re free on Aug. 12 for a business-changing experience, you can reap the benefits.

If you haven’t registered yet, now’s the time! You’ll also enjoy networking opportunities and an exhibitor list featuring the top wholesalers in the jewelry business. Register at theinstoreshow.com today, and we’ll see you in Chicago!

Trace Shelton

Editor-in-Chief, INSTORE
trace@smartworkmedia.com

The post Want to Jumpstart Your Business Growth? Register for The Brain Trust Workshop appeared first on INSTOREMAG.COM.

Does any of your staff work remotely?

Yes: 20%

• As the owner, I work off site most of the time. I can manage the AP and marketing, which are my main two functions, and can review everything else in real time with camera, reports and the team knows what they need to do! My COO will work from home from time to time, working on projects whether it is budgets, or if we have our financial review or things that she needs a little more quiet time and privacy. — Tom D., Warren, OH
• Paperwork and phone calls can be done at home. I allow it because the employee has kids to take care of. — Karin B., Sheboygan Falls, WI
• We allow flexibility to work from home for non-sales or repair positions. Accounting work and marketing work is easily done from home, and employees like the ability to work from home if needed. — Gloria H., Topeka, KS
• I’m in Michigan and have an employee that moved to Oregon. She does all my social media, website, email blasts and calls/emails that I don’t have time to do. — Krystal S., Plymouth, MI
• Accounting staff of two works remotely, coming in the store one day a week. It started during Covid as both are immune-compromised. Our custom designer/social media person works remotely as well, coming in for appointments one day a week. — Georgie G., Palo Alto, CA
• I can string pearls and do bookkeeping from home. — Erin M., Lancaster, PA
• My digital marketing/bookkeeper works remotely as needed. — Kas J., Jefferson City, MO
• Our online sales manager is only at the store one day a week and the rest of the time she’s chained to her computer at home, listing, listing, listing. And listing. — Gretchen S., Sherman Oaks, CA
• They are very productive from home and get the job done! Between texting customers and doing design work from home, it is possible. — Meg R., Edmonds, WA
• Clientbook, clienteling, secret-shop other stores, training, research, professional reading, reviewing other companies’ websites and social media, goal setting, reflecting. — Jill K., Danielson, CT
• It’s not required, but I have staff that are very sales-oriented, and they will spend a lot of time at home texting with customers. — Becky B., Peabody, MA
• One of my part-time girls will create Facebook ads at home. — Gregory F., Washington, NJ
• Full-time advertising person, social media, etc. — Eileen E., Decatur, IN
• I have a bookkeeper that works mostly remote. He does come in once a week or so but majority is done from home. — Christopher S., Wexford, PA
• Marketing and store manager. It is easier to work on schedule, payroll, etc. from home. For marketing, they can easily work on all projects except product photography from home. — Kathleen S., Austin, TX
• The person possesses skills for IT and SM applications as well as knowing the business, so having her part-time outside the store works for both of us. — David B., Calgary, AB

No: 80%

• We need people (MORE people) here helping clients and available to do various business projects. — Jennifer Hornik Johnson, Miller’s Jewelry, Bozeman, MT
• All of our staff work in the stores. We find more productivity when they are around their peers. — Josh Perry, Perry’s Emporium, Wilmington, NC
• We don’t have decent enough web sales to justify having someone manage it offsite. — Bill E., Terre Haute, IN
• No, how does that even work? — Marc M., Midland, TX
• We’re in sales; you can’t interface with guests if you’re not here. — Garry Z., Chicago, IL
• We are just three family members and we need everyone here. — Nancy and Pierre P., Swansea, MA

The post 1 in 5 Surveyed Jewelers Say They Allow Some Staff to Work from Home appeared first on INSTOREMAG.COM.

Marketing and sales automation are the use of technology to automate marketing and selling tasks, using customer journeys and data for heightened relevance.

The most effective tools for marketing and sales automation are CRM systems like HubSpot and Keap. Here is an example of an automated marketing and sales workflow.

TRIGGER: A visitor submits a form asking to be added to your email marketing list or requesting to download an e-book about building a jewelry wardrobe.
ACTION: The visitor’s information is checked against the CRM database. If this is a contact that has been identified as a high-net-worth (HNW) prospect, the contact is delivered to a salesperson for follow-up.
ACTION: If the visitor has not been identified as a HNW prospect, the request is fulfilled and the visitor is added to an email drip campaign that delivers three introductory emails over the next two weeks.
ACTION: The visitor is added to a retargeting campaign that displays targeted ads to them across social media and news feeds.
ACTION: Following the introductory campaign, the visitor is added to a nurturing campaign that delivers relevant content and offers to them for the next four months.

TRIGGER: The visitor opens an email from the drip campaign.
ACTION: The visitor’s lead score is increased, indicating a higher level of interest.
ACTION: When a lead score reaches a pre-determined value, the lead is assigned as a task to a salesperson to follow up personally.
ACTION: The visitor is added to a sales follow-up campaign that includes a series of emails and phone calls from a sales representative. The emails include a meeting link to book a private consultation.

TRIGGER: The visitor schedules a consultation.
ACTION: The visitor’s lead score is increased, indicating a higher likelihood of conversion.

TRIGGER: The visitor places an order following the consultation.
ACTION: The visitor is added to a customer onboarding campaign that delivers helpful resources.
ACTION: An email is sent at 14 days post-purchase asking the customer if they are satisfied and requesting that they provide a testimonial.

TRIGGER: A testimonial is provided by the new client.
ACTION: The testimonial is automatically fed to both Google and Facebook, while simultaneously being queued for display on the website.

As you can see, the system handles repetitive tasks that would have otherwise been done by a human. Automation systems can track, respond to, and score volumes of individual transactions in a way that store personnel do not have time (or will not remember) to do.

The post Here’s How Automated Marketing Can Help You Close More Sales appeared first on INSTOREMAG.COM.

The 2023 champs bring fresh ideas to jewelry design, as well as some of the most gorgeous gem and precious metal combos you’ve ever laid eyes on. A total of 246 entries and three new categories offer plenty to gaze at for any jewelry lover. If you can’t get excited about this level of creativity and eye for colors and shapes, you probably shouldn’t be in this business.

While working on this issue, I also received a surprising phone call from sales guru Shane Decker saying that he wanted to write columns for us again. It took me all of a half-second to answer “Yes!” Shane is the all-time leading sales trainer in this industry for good reason, and we’ll take all of his wisdom that we can get.

Lastly, I would be remiss not to honor our colleague Kate Peterson here. Kate was taken from this world too soon by a house fire in April, and we mourn her loss along with the rest of the industry. Please take a moment to read our special edition of The Real Deal — a section that Kate wrote for INSTORE for 20-plus years — as our readers pour out their heartfelt condolences and fond memories of Kate.

Trace Shelton

Editor-in-Chief, INSTORE
trace@smartworkmedia.com

The post In This Issue, We Honor New Champions, Welcome Back an Old Friend and Mourn Another appeared first on INSTOREMAG.COM.

You can read that any way you like and it remains true. Kate has written INSTORE’s “The Real Deal” since the very first issue of the magazine in January 2002. Kate was also the “real deal” in management consulting, one of the most prolific, experienced and respected consultants to ever work with jewelry retailers.

Not only that, but she was loved across the industry for her down-to-earth demeanor, quick wit and boundless generosity.

Sadly, we lost Kate when she died from injuries suffered in a fire in her Maryland home in the early morning hours of Easter Sunday. She is survived by her two sons, Nicholas Peterson and Kevin Peterson; her parents, Paul and Connie Bykowski; one sister Beth (and Adam) Henning; two brothers, Tom (and Lisa) Bykowski and Jim (and Annette) Bykowski; nine nieces and nephews, including Marylee, Melany, Morgan, Miya, Dylan, Steven, Robin, Seth and Keith, and many cousins.

Kate was one of INSTORE’s biggest supporters, and we (the INSTORE team) are still trying to wrap our heads around the enormous loss of her insight and her unfailing willingness to help us in any way that she could. I will never forget how, at the first few SMART Jewelry Shows in Chicago, Kate stayed busy the entire time, speaking to audiences or helping us wrangle sources for our stories or trying to get new educational features off the ground (there was one where we basically put Kate at a round table in the middle of the show floor and invited retailers to sit down with her to hash out their problems … I’m kind of surprised more people didn’t take advantage of that, now that I think of it). She was super excited about the upcoming INSTORE Show, and we’ll miss having her there.

But in late 2001, when then-editor-in-chief (now group editorial director) David Squires was getting ready to launch INSTORE, he didn’t know Kate. Nevertheless, he was able to coax Kate and her then-partner Janice Mack Talcott to write the first installment of the Real Deal.

“The department was an idea of mine in the original outline of the magazine: real-life business scenarios, with my go-to example being trying to teach the salesperson who’s too shy to ask for the sale,” says Squires. “I don’t remember how we found Performance Concepts (Janice Mack and Kate) to populate the department. I’d just do a lot of internet searches and try to find somebody who was saying interesting things online.

“Anyway, I don’t think it was too long before the partnership between Janice and Kate broke up.

I remember thinking at the time that this was a very bad loss for INSTORE, because Janice was the more renowned expert due to her relationship with Hearts on Fire, and I was worried Kate might not have Janice’s name recognition or skill level.

“But Kate, obviously, came through in an absolutely massive way and almost single-handedly turned that department into the magazine highlight that it was. And

I also hope that writing the department, as well as her other work for us, in print and at events, helped build her status within the industry.

“She really was a blessing for our publication … and losing her is a tremendous loss.”

I’ve managed the Real Deal for more than 15 years now, and I will feel Kate’s absence keenly. Back when I was still a senior editor for INSTORE, I was assigned to manage submissions from our columnists — a task I still do to this day. And the Real Deal was the most complicated feature of them all. We had to acquire the copy from Kate, get it off to our artist to illustrate, then email the scenario to our readers and get their responses. That requires a fair amount of lead time … and that’s something Kate wasn’t particularly good at providing.

I can’t count the number of times I’ve emailed Kate and said something like, “Kate, if I don’t get that copy today, the Real Deal is not going to appear in this issue!” But it wasn’t that Kate was lazy or a procrastinator … anyone who knows her knows that couldn’t be further from the truth. She was just 100 percent committed to her clients. And her clients needed her so often that it was difficult to find time to write the Real Deal. But she always found a way to get it done, just in the nick of time, even if she had to write it on a plane at 3 in the morning.

And we’re fortunate that her clients needed her because that’s usually where Kate got her inspiration for the Real Deal. As she wrote in our Real Deal retrospective last January, “The question I ask most often when clients reach out for help with especially prickly situations is, ‘If I promise to cover up the identifying details really well, can I use this for a Real Deal?’”

Whenever Kate was asked how she kept coming up with stories, she liked to say, “We don’t make this stuff up … it actually happens!”

In March, for the first time ever, Kate sent me four Real Deal scenarios in advance so that we could get ahead on producing the artwork. I was excited at the time, but it means even more now because we’ll all get to enjoy two more installments of the Real Deal from Kate.

This quote from poet Mary Oliver was one of Kate’s favorites: “When it’s over, I want to say: all my life I was a bride married to amazement. I was the bridegroom, taking the world into my arms. When it is over, I don’t want to wonder if I have made of my life something particular, and real. I don’t want to find myself sighing and frightened, or full of argument. I don’t want to end up simply having visited this world.”

I think we can safely say that Kate achieved her goal of making her life something particular and real. As real as the Real Deal.

Marcus M.
Midland, TX

I didn’t know Kate personally, but I’ve always enjoyed her contribution to INSTORE with the Real Deal. For many years now I have read, related to and responded to these stories and situations. I always looked forward to reading the Real Deal emails, responding and then seeing if I made the upcoming issue with my words of “wisdom.” I also really enjoy seeing other insights and seeing how I might view a situation differently. Again, I didn’t know Kate personally, but she and her talents will certainly be missed. Rest easy Kate.

Bonnie F.
Troy, OH

Kate contributed so much to the processes of our store over the years. She started by helping my father over 30 years ago, and she was still working on projects with me in 2023. It is so hard to stay relevant in any industry over the course of a lifetime, but Kate was always at the top of her game! I loved her honesty and the fact that she was so direct. Kate never held back or sugar-coated anything. A lot of times, with business owners. consultants only tell us what they think we want to hear. Not Kate! I always read her Real Deal articles because they were so relatable and it reminded me that we as an industry all experience similar situations together. She used one of our scenarios AT LEAST once! Kate was a force in our industry and the world will not be the same without her. She will be truly missed!

Mark and Monika C.
Rockford, IL

Here at Clodius & Co. Jewelers, Kate will be forever missed and never forgotten. Over some 20 years, she helped us get on track for growth, helped solve and give us tools to handle personnel problems. More than that, more than one “Real Deal” story evolved over real incidents we endured and then shared with Kate. The best memories, ones we will hold close, were after store hours, talking about our industry and some of the people who keep it so interesting. Talking about our families and dogs. Getting cool gems out or showing off things from our collection. I remember looking at one crazy piece of antique gold work and speculating about what it was. Kate took a picture and tweeted it out to her network, and in a matter of minutes, we all knew what it was. Amazing. Love of jewelry, people, animals, travel, good food and good wine. Never lacking for interesting things to talk about. Our lives were enriched by knowing her.

Denise O.
La Grange, IL

My eyes are leaking as I write. Kate Peterson, the loss of your presence will send a ripple effect through our industry. When you are stumped as an owner/manager for an answer for the most bizarre circumstances, you could look to Kate Peterson for answers. Either with a quick email, a column reference or a lunchtime recon mission through decades of old INSTORE magazines. She and our community brain hive provide brilliant insights on professionally handling the audacity, indulgences or politely worded refusals to a particular customer situation. Many times, my business savvy depended on a fresh fueled response I gleaned from the pages of INSTORE’S Real Deal columns from Kate Peterson. I am grateful I have an archive that is even more important now that we have lost an iconic negotiating professor and industry collaborator. Thank you for the legacy you’ve created and the wisdom you shared.

Drue S.
Albany, NY

I always enjoyed reading the “Real Deals” and challenging myself to answer them in an intelligent yet sensitive way. Customers can be so challenging these days, and yet, we cannot afford to lose many! The situations were always interesting with the many answers enlightening! I hope they can continue without Kate and I wish her family and family of friends my sympathy and best wishes.

Babs N.
Bozeman, MT

I met Miss Kate at my very first SMART Jewelry Show in Chicago. As she is known for, she made me feel as if she had been excitedly waiting all day to meet me, and she made me feel like I was the most important person in the room. Considering how her schedule was surely PACKED during the show, it is remarkable to me that she took the time to thank me for coming to speak and assure me that she would be listening in. She seemed to have memorized the info I had sent in for my speaker bio; and I continue to look back on that and marvel, as I have no such ability. Over the years, we made sure to always connect at shows. Considering how long it took me to “find my people” in the industry, I’m ever so grateful she was one of them. Miss Kate, I can’t believe I won’t see you at the next show … but I bet I’ll “feel” you there.

Elizabeth M.
Brockton, MA

There are so many things I admire about Kate. She always made me feel like my call was the most important call of her day, and she didn’t forget anything. The Real Deal is my favorite article in the magazine. I look forward to it every month. Her pride in her son showed in those blue eyes whenever we spoke of our kids. Kate will be missed by me every day.

Allison Leitzel W.
Hershey, PA

While Kate’s Real Deal scenarios often gave me anxiety, she would assure me that this was natural based on my stable DISC analysis (thanks, Kate!). Kate was so many things. She was a leader, a mentor, a role model and a friend. I have the greatest respect and admiration for Kate. She was the trifecta of intelligent, witty and personable. Kate was the type of person who you wanted to be around, and you always felt smarter in her presence. My favorite memories of Kate are simple ones. They are the times when I had the opportunity to sit one on one and have genuine, authentic conversations, often while enjoying a drink. As a mom, I admired the way Kate beamed when talking (and bragging) about her sons. From savvy cryptocurrency advice to news of becoming a grandmother, she was loving, happy and proud. When I close my eyes and picture Kate, I will always see her smile and the way it glowed when she talked about her family and her dogs.

Mark L.
Fort Myers, FL

Kate and I had just been communicating about a “Real Deal” scenario we experienced and wanted to write about. I loved brainstorming with her, and whenever she asked me to participate in something, I always said “YES!” I will hold onto great memories with and of her.

Elva V.
Dallas, PA

Having encountered several “sticky” situations over the years, I often relied on the intuitive responses to Kate’s scenarios. She knew how to highlight each incident, giving each of us a perspective on how to do the “deal” in those situations. The Real Deal assured us that we were not alone in our efforts to solve our customer issues while creating the smallest ripple on the pond.

Lori V.
Plymouth, IN

We have known Kate for a long time. She has always helped us with whatever we had going on. She used one of our scenarios for one of the INSTORE cases. She was always helpful and very knowledgeable. She will be missed for sure!

Angela P.
Geismar, LA

I met Kate Peterson when I worked for Charleston Alexander Diamond Importers. They hired Kate and Performance Concepts to train us. She was the most knowledgeable and industry-savvy person I have ever met. She had THE answers to every jewelry or client or peer situation. She was a mentor and a friend and remained so for 15 years. Rest in peace Katie P. You are loved and admired. You were the Real Deal.

Josh R.
Montgomery, AL

I listened to Kate at many of the shows she attended. I picked up a handout or printed an email from one of the seminars she had at the SJTA show and printed the list of I think it was 15 closes … and I taped it to the mirror in the work bathroom. I would read them when I washed my hands every day to get better at closing. One day I was washing my hands, and a client and friend had added his own close to the list. He said to “call your frat bros and get them to come in and buy, use our common bond to close the sale.” I mentioned that one time to Kate at another event I saw her at, and she said well he was right! I was so looking forward to hearing her again at this past Alabama Jewelers Association convention and was saddened by the news of what had taken place. Thoughts and prayers to her family and friends.

James S.
Westborough, MA

Kate’s article was the first thing I read in INSTORE Magazine. I have a few of those customers; have been in business for 46 years.

Joel M.
Fuqua-Varina, NC

Kate was the first consultant I hired after Scull & Company. She had just started Performance Concepts. She did a lot to help me grow my business. We worked the SMART Jewelry Show together from the start. After that, we seemed to end up speaking at the same places and even traveled together sometimes. We had a lot of shared beliefs and even shared the same birthday. Her loss will be devastating to our trade and to her many friends. I miss her already.

Alan L.
Cape May, NJ

Some people make an impact that seems larger than life. They seem to navigate the bumps and turns successfully and then they are willing to share their experience.

Sarah Hurwitz R.
Frederick, MD

Kate was instrumental in helping us with a smooth transition during a crucial time in our business. With her keen observation, humor and kindness, she provided the best possible support for us during a rebrand and leadership transition. I counted on Kate tremendously as a mentor and friend. It’s a big hole that has been left in our industry and our lives without Kate.

Patricia H.
Frederick, MD

Long before I knew Kate personally and professionally, I loved reading her Real Deal column. Often it was the first page I turned to when I picked up your magazine.

Recently, Kate had become a mentor and friend to our daughter, Sarah, as she was preparing to take over Presidency of Colonial Jewelers from Jeff and me. Her insight, sense of humor, and kindness meant so much to Sarah, and I was so appreciative of her presence in our lives. We will miss her terribly.

The post INSTORE Readers Honor “Real Deal” Creator Kate Peterson appeared first on INSTOREMAG.COM.

The second client was one who we’ve been working with for a few months. Started with a watch battery, which led to multiple watch repairs, which led to a diamond necklace for his wife’s birthday. He came in to pay a few hundred dollars at a time over the course of a couple of months.

He sent me a text the day that he was coming to pick it up asking to have it boxed and ready; he was bringing his wife in for a surprise. They sat down at a desk, I brought out our gift box with our special Husar blue bag, and she couldn’t believe the box was for her. She opened it and cried, thanking her husband profusely. Even more than I wanted that diamond sale, my guest wanted not only a special something for his wife, but a special moment with his wife.

We seem to be conditioned as salespeople to think that the sales process is something we do TO people, not FOR people. The shift in mindset is powerful. Those of us in retail are lucky if customers come to see us: Most of the time, they already want something, and a want is a problem waiting to be solved.

More than you want the sale, your customer wants their problem solved. We must stop thinking about the sale as ours to have, but rather, a customer’s problem that needs solving.

Next time you’re with a client and you’re trying to pull out all the closes you’ve memorized over the years, you must begin with the idea that your client is better off to buy than not to buy.

Don’t sell it for yourself because you want the sale. Sell it because it will solve the client’s problem and leave them better off for having made a purchase with you.

The post How a New Mindset Could Help You Close More Sales and Make More Clients Happy appeared first on INSTOREMAG.COM.

To begin with, your entire team must understand the risks involved in all money transactions. In most bad deals, we all add one ingredient: our own greed and hunger to make a sale.

The “forced” or “offline” transaction is pretty basic. The Bad Guy comes in to make a purchase (usually a large one), and the card may get declined at first or you can’t get a good chip read. The Bad Guy may act like they are on the phone with their bank to let them know they are making a purchase at your store.

They will often put you on the phone with “their bank.” They have you go into the menu on your credit card terminal to bypass your merchant processor. They will walk you through a forced or offline transaction. You may have to key in the card info or sometimes even swipe the info. Any authorization number will be accepted because it is not being looked at or processed by your processor — hence the name “forced” or “offline” transaction. Then a few weeks or even months later, you’ll get notification that you are getting a chargeback.

Rule of thumb: If you don’t get a clean chip read, you are at risk. You have to be able to prove you had a good, active credit card in your possession. Chip read is best, swipe is next best … an imprint and picture of the card follow far behind today. 99 percent of cards these days have a chip (not counting gift cards). Always think, “I need to do everything I can to prevent a chargeback.”

There is nothing wrong with asking to see ID. You can say your bank requires it for any transaction over whatever amount you set. We often make a copy or picture of the ID with the credit card. Make sure the name of cardholder on the credit card receipt matches the name on the ID.

Again, never let a customer hand you their phone to talk to the bank; never let the customer have you go through an abnormal procedure on your credit card terminal. If you can’t get a clean chip read, you are at risk. If you manually enter a credit card, you have no recourse on a chargeback. Never let anyone other than your own processor walk you through some abnormal procedure on your credit card terminal. Make sure your entire staff knows and understands this, and you’ll save yourself a lot of money and headaches later on.

The post Why The “Forced Transaction” Is an Unforced Error appeared first on INSTOREMAG.COM.

This month, I want to talk about how to deliver a luxury presentation. The word “luxury” infers high quality. I don’t eat at fast food joints, but if I did, I wouldn’t have any expectations. But if you said, “Shane, take your wife to this high-end restaurant and order the main course, sides, dessert and wine for $500,” my expectations will go through the roof.

It’s amazing how price can raise the bar.

When you get 5-star reviews, they always talk about the experience they received first. Yes, they may mention what they bought, but the experience is always the main thing.

So to deliver a luxury presentation, the following actions need to happen every time. They take constant training and consistency.

• Smile.
• Have a positive attitude
• Use your presentation skills
• Be professional
• Give product and gemological knowledge when needed
• Give inventory and brand knowledge when needed
• Sell your store’s culture
• Ask relationship questions
• Ask selling-specific questions
• Make it all about the client
• Dress well
• Respect their time
• Understand the power, wealth and status of your client
• Be confident
• Know the nine “absolutes”
• Demonstrate knowledge of trends, fashion and diamond prices
• Understand high quality and high ticket items in all areas of the store
• Build integrity in your product
• Know everything about your “wow” pieces
• Know your client
• Follow up in a timely manner
• Use teamwork and T.O.s; team sell and be a servant seller
• Utilize professional closes
• Use proper vocabulary
• Respect all people coming in
• Listen closely
• Keep the sale private
• Sell with honor
• Be genuinely interested in all the client’s needs
• Becoming a personal business friend
• Do not pre-judge
• Be glad they came in
• Wow them in a big way before they go

Today, the experience is more important than the item purchased. How many of these bullet points are missing in your salespeople’s presentations? When the experience is awesome, people don’t shop anywhere else and they send in their friends. Clients retain 100% of how they’re treated. We remember where we’ll never go back and we remember where we’ll always go. Change your standards and become awesome all the time!

The post Follow These Steps to Deliver a Luxury Sales Presentation appeared first on INSTOREMAG.COM.

Let me explain. When you size a ring, it takes about 20 minutes, and you charge for this service (say, $50). If you do even more work on it that takes another 20 minutes, shouldn’t you get another $50?

Has your jeweler ever sized a ring and stones became loose? Sure. Do they tighten them? Sure. Do you charge for that service? Most say no!

The customer says if you touch their jewelry and something happens, it’s your fault. Therefore, you should get extra money anytime you touch the jewelry.

If you take in jewelry for sizing or repair and it has four or fewer stones, you can tighten and guarantee stone tightness or loss at no charge. But if the ring has five to 20 stones, you should charge $35 to check and tighten the stones.

Many stores might charge extra only if the stones are loose, but you should charge extra just because there are stones that could become loose or fall out in the future.

My car insurance company has charged me $1,100 a year for the last five years and I haven’t had a single accident. Why charge me $1,100 when I didn’t cost them anything? So that when I do have a wreck, they never have to say, “It must have been your fault, we won’t pay.” Instead, they pay with a smile.

You should do the same thing. Here’s how to present it:

“Mrs. Jones, it’s only $85 to size your ring smaller. This includes our jeweler sizing your ring to fit, and you won’t notice where the work has been done. In addition, she will check all of the stones for tightness. If any stones are loose or become loose, we will make sure they are as snug as a bug when you pick it up. In addition, if during the next year the diamonds become loose, we’ll tighten them at no charge, and if you lose any, we’ll replace them for you at no charge. Furthermore, our jeweler will make your ring shine like the top of the Chrysler Building and it will be as pretty as the day your husband gave it to you. We can have it back to you on Friday.”

(I combined the price of $50 to size and $35 to check and tighten to make the money sound seamless.)

How much more money could you make if you earned $35 extra on every repair job of pieces with five stones or more? You do the math.

Quit giving customers such a hard time about whose fault it is that a stone fell out. Instead, do like my car insurance company: Guarantee it, take the money and treat them like a mensch.

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