Overcoming Objections 1
Objection: “Are your diamonds and gemstones conflict free?”
Yes! All imported diamonds are Kimberly Process compliant. Kimberly process is a United Nations endorsed program to prevent 'conflict' diamonds from entering the marketplace.
“Most of your necklaces look too short.”
15” - 17” is our most common chain length in the collection. However, we do have 18” - 20” length options. We also have our 2” 14k extender that can be added to any necklace or bracelet with a spring ring closure. It allows a guest to tailor their pieces based on their layers or neckline.
Where is gorjana jewelry designed?
Where is it made?
Designed in Laguna Beach, Made Globally: China, Japan, and India
What type of chain is the Parker?
Paperclip
If a customer brings in hoops with the post bent, what code do we use to scan it out in RFS?
Shape
“I only wear silver/white gold.”
We have a curated assortment of 14k White Gold in some of our best selling fine jewelry styles!
Also, the majority of this collection is 14k yellow gold, meaning it is going to be more subtle, muted gold. This makes it much easier to pair with silver or white gold. If you also pull a predominately diamond piece, it will pair back beautifully to silver styles. Besides, at the end of the day we love a mixed metal look!
“The chains are so thin and seem really delicate…”
This collection was designed to be delicate and meant to add just a touch of sparkle to your layer! While all of our pieces have been stress tested, we encourage being mindful of fine jewelry due to its delicate nature. In the event that your piece is damaged due to quality, bring it in and we’ll take care of you!
What are the four precious gemstones?
Diamond, Ruby, Emerald, Sapphire
What kind of pearls are in our necklaces?
Freshwater pearl
When is our newest fine drop?
“I only wear rose gold”
We have two 14k Rose Gold earring options. You can also show them a Fine piece that has opal in it! The pink hues of the opal tie in with their rose gold jewelry beautifully!
“Why do these stones look different even though they're the same style?”
Since we use genuine gemstones, it is very common for natural variation to occur.
If you have enough units in backstock continue to say: let me grab you a few from backstock so you can select which stones resonate with you best! (Going the extra mile to do this helps guests to feel even more connected to their piece!)
Why did we transition to surgical steel posts?
For durability and added strength
Decorative round hinge closure
What jewelry besides Gorjana is allowed to be worn on the floor?
Watches, Engagement rings
“I’m worried about tangling”
When layering gold necklaces, we like to pick chains of varying textures, widths, and lengths. Not only will this allow each piece to shine, but you won't be adjusting throughout the day.
If the customer states the collection is out of their budget...
Remind them that in the grand scheme of cost - our fashion necklaces range between $60-120. So, for not that much more, they can get the real deal!
Also, assure them that this piece will last them a lifetime and can even be considered an heirloom. Since the piece is crafted of solid gold, it will never lose its luster and they’ll never have to worry about replacing it. Such a great deal in terms of cost per wear!
Between Rhodium and Silver: which is darker, more muted, and most similar to white gold in fine?
Rhodium
What type of chain is the Venice?
Herringbone
T/F? If a customer doesn't want to commit to a purchase, remind them we have a Black Friday sale!
FALSE. Only let the customer know if they ask. You should write them a wishlist!
“These pieces look so delicate, I’m worried they will break...”
Use yourself as an example when possible - mention that you work out, shower and swim in your pieces and they have held up perfectly. When you speak from experience, it makes the customer find you to be that much more reliable/trustworthy! If you don’t own fine, grab a co-worker who does and ask them to speak on their experience with the product!
Also, if there are times they want to take it off, they can store it in the pouch we provide. This helps protect their piece!
Objection: “Why do 14k and 18k pieces look different in color?”
Both 14k and 18k gold use alloy metals (silver/copper/zinc) to strengthen the gold, making it more durable to wear and tear.
In terms of color, because pure gold is naturally yellow in color, the higher the karat, the more yellow the metal will appear. 18k will be a more bright, yellow gold and 14k will be more of a muted, subtle gold.
Where do we source our gemstones from?
Worldwide and it changes often depending on market availability.
What type of chain is the Wilder?
Curb Chain
What steps should you take when calling out of our shift?
1. Email with the RTO template and once confirmed, mark yourself unavailable
2. Ask team members for coverage and once found, let Bri know