Product knowledge that customers test
Customers compare prices across showrooms and ask sharp questions, so product sessions should be monthly, short and practical, with real pieces in hand. Staff at the diamond counter may also take an external gemology course; record it as an external program in Learning and keep the certificate in their documents, so the showroom knows who can speak with authority on grading.
- Gold purity: 22 karat, 18 karat and what 916 means
- Reading the BIS hallmark and HUID on a piece
- Diamond grading basics: cut, colour, clarity and carat
- Gemstones and how to care for them
- How making charges, wastage and stone charges appear on a bill
- Old gold exchange and testing
Security drills that are practised
Security training has to be rehearsed, not just read. Rehearse the robbery response: stay calm, do not resist, press the alarm, remember details for the police. Rehearse tray handling at the counter, with only one tray out per customer, and the procedure when a piece goes missing during a busy hour. Train every employee, cashiers and karigars included, and repeat it before the festival season, when crowds give cover to thieves. A security program with a validity of 6 or 12 months makes sure refreshers are never forgotten.
Cash, customer checks and compliance
Cashiers and sales staff need training in cash handling, counterfeit note checks, card and UPI payments, and customer identity and PAN collection on large bills as the current tax rules require. Those rules change, so revise this module whenever they do. Add fire safety and first aid, and POSH awareness for every employee: the 2013 Act requires an Internal Committee wherever 10 or more people are employed, and staff should know how to reach it.
Readiness before the rush
Each completion marked in ZeniaHR produces a numbered certificate that expires on a set date, and the compliance view for a program tells you, person by person, whether the training is complete, under way or lapsed. Open it in September, before the festive rush and the wedding season, and re-enrol anyone lapsed or new. Tie counter custody to completion: a new executive gets a counter only after security and product induction are both finished.
How to set it up in ZeniaHR
- In Learning, set up product, security, cash handling, fire safety and POSH programs, marking which are mandatory and giving each its hours and validity.
- Record external gemology or hallmarking courses as external programs, and keep the certificates in Employee Documents.
- Enrol every joiner in security and product induction, and enrol all staff in security refreshers before the festive season.
- Close every session by marking completion, so a certificate number and expiry date are on record.
- Each September and before any audit, check every program's compliance view and re-enrol whoever has lapsed.
Read more about learning and training in ZeniaHR.
Roles this applies to
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What training do jewellery sales staff need?
Product knowledge on gold purity, hallmarks and HUID, diamonds and gemstones; selling and billing skills, including making charges and old gold exchange; security and robbery response; cash handling and customer identity checks on large bills; and fire safety and POSH awareness. Refresh security and product training before each festival season.
How often should jewellery showrooms run security drills?
At least twice a year, and always before the festive and wedding season, when crowds are largest. Include every employee, from the counter to the workshop. Give the security program a 6 or 12 month validity so refreshers are scheduled, and check what your insurer expects as well.
Do jewellery staff need to know about HUID?
Yes. Customers ask about the hallmark and HUID on pieces, and staff should be able to read and explain them confidently. Include hallmark and HUID reading in product induction and in every refresher, with sample pieces in hand rather than slides.