By Sameer Abhishek John

 Store Layout and Ambience

 Counter Arrangement
 Back Stock arrangement
 Visual Merchandising
 Packing material management
 Cash counter management and display
 Staff training and Management
 Customer voice and feedback system
 Store stationary and registers
 Back office management
 Customer order and repair system
 Karigar room and spars management
 The layout should be simple yet elegant
 There should be instrumental music playing all the time.
 The temperature to be maintained at a comfortable level
 newspapers and magazines arranged well at the lounge
area.
 Flower arrangements should be done at cash counter and
lounge area
 Floor should be kept clean and stain free.
 Emergency contact no should be displayed at prominent
location
 The counters should be divided as diamond and gold
 The counters should be allocated jewellery wise like
finger ring earring pendent chain bangles etc
 The counters should have all the stationeries, display
treys and counter treys.
 The counters should have customer feedback form,
non purchasers feedback form, and customer voice
form.
 Each counter to have stock registers for opening and
closing stocks.
 The back shock should be arranged weight wise or
value wise.
 There should be proper labeling done on the treys
according to the assortment
 Gents and ladies stocks to be maintained separately
 Only one incomplete trey should be kept in each
category.
 Treys should be selected according to the stock i.e.
Jhumkies should always be kept in trees and hollow
bangles should be kept in pillows.
 It includes the entire store arrangement.
 The counter displays should always be full and
according to the season
 The displays should be according to size weight or
value.
 Window displays should be changed weekly so that
fresh look is maintained for the customers
 Layering of neck wear and bangles should be done.
 All the windows should be as per the counter in front.
 Store visuals should be changed as per the season or
ongoing offer
 Packing material should be planned as per the season,
 Kanban Should be followed for Packing material,
Stationary, Uniform, cash counter stationary etc.
 Ordering of material should be done as per Kanban.
 Every counter should have packing material arranged
and maintained as per Kanban Rule.
 Ordering date and bin dateshould be mentioned in
kanban card.
 The Cash counter needs to be well managed as it is the face of the store.
 All the headers for the offers and printer toners should be checked in
the morning before the store is opened for customers.
 Refund, exchange and other policies should be displayed clearly at the
back of the cash counter.
 A covered weighing scale should be maintained at the cash counter.
 Envelopes and invoices should be well stacked for smooth billing.
 Kanban should be maintained for invoices, envelopes and packing
material at the cash counter.
 Only one RSO should assist the cashier in billing and packing of the
jewellery.
 All the aspects of the invoice should be explained to the customer post
billing so that there is no confusion for the customer.
 RSO should explain the exchange and the breakup of the jewellery
pricing to the customer before he comes to the cash counter.
 Staff should be trained for all the aspects of the product i.e.
Manufacturing techniques, finish, usage and care.
 Well knowledgeable staff is able to satisfy all the queries of
the customer.
 Staff should be trained for proper display and storage
techniques.
 Training for portraying the products to the customer.
 The entire selling process should be well known to the
staff.
 Welcome till seeing of the customer should be a proper
flow so that the customer has a very good journy in the
store.
 The customer should feel free to give his suggestions
and complaints if any for the store.
 There should be a proper feedback system for the
customer.
 For every non purchasing customer a system should be
there so that the reasons of non purchase can be
known.
 And for every purchasing customer feedback should
be taken to understand his satisfaction level.
 All complains and suggestions should be taken
seriously and should be worked on to improve the
service standards.
 Stock registers for every counter should be maintained.
 Opening counts and closing counts should be maintained.
 Feedback registers to be maintained.
 Attendance and weekly roasters to be maintained.
 Shift registers to be checked by the supervisor.
 Inward and outward registers.
 Chalan book to be maintained and should not have any manual bills
more than 2 days pending.
 Calling data to be maintained in a separate file with proper customer
feedback.
 Morning meeting register to be maintained.
 Manual bill book to be used only at the time of festivals or if the
software is not working.
 All manual bills to be entered in the system before EOD.
 All the Invoices should be maintained with proper
documentations in he back office.
 All the kaizens and best practices should be displayed in
the back office.
 Daily inward and outward registers to be checked for
entries.
 Stock count registers to be checked and signed off by the
back office staff after verifying it with system stock.
 Fast moving articles should be reordered before the last
piece is billed.
 Planning for the new collections should be done and
orders to be placed in time
 Daily sales should be entered and maintained in tally.
 A proper trained karigar to be appointed in the store.
 All the minor repairs like simple soldering can be done
at the store.
 Lackh filling and minor size adjustments is one of
them.
 Customer orders should be tracked on daily basis and a
system should be developed for proper tracking.
 Gold and studded orders should be tracked separately
 approximate pricing for any custom order to be given
after consulting the factory people.
 Studded orders need to be taken by confirming the
diamond 4 c’s current pricing.
 Karigar Room to have melting equipments and proper crucibles at all
times
 Karigar tools and safety devices to be managed and displayed as per the
standards.
 Tongs, forceps and running water must for karigar room.
 Exhaust fan and chimney required.
 All spares to be maintained as per kanban and should be accounted
daily.
 All spares to be billed first then should be attach given for any
alteration and alteration seal to be put on the invoice at all times.
 Customer should be well informed that the return of the altered
product will be subject to the altered weight not with the standard
weight mentioned in the invoice.