The Golden Guarantee: Scripts by Becky Phelps

The Golden Guarantee even helps us improve our People Skills. When a customer hands us a piece of broken jewelry, the first thing out of our mouths should be, “THANK YOU FOR BRINGING THIS TO ME!” You will shock them everytime!

.So.. you say, “THANK YOU FOR BRINGING THIS TO ME!” I am so sorry and I am very thankful to have our wonderful golden guarantee. You will get a new piece of jewelry! Thank you! I then hand her a baggie with a piece of paper that I have printed out, like a mini return/exchange form I got this idea from Elizabeth Draper years ago. It is also on Shauna Clark’s Website.

So.. what do we say when they bring us broken jewelry?? THANK YOU FOR BRINGING THIS TO ME!

Training note :I believe the “Golden Guarantee” has 2 side jobs.

1.) Service Guarantee—allows us to serve our customers, to go out of our way to improve situations, let’s the customer feel at ease buying jewelry from us.

2.) The Golden Rule—allows us to treat people the way we WISHED we were treated!

I would like to go thru exactly how I present the Golden Guarantee at my shows. Over the years, I have come to the conclusion that if you cover some basic, common sense principles ahead of time, it greatly reduces the amount of jewelry you may receive that should really be categorized as normal wear and tear, and not a manufacturing defect.

Presenting the Golden Guarantee clearly, and accurately is very important. There is no need to over-sell the guarantee. It is what it is! Don’t be nervous to talk about normal wear and tear. It happens! That’s why they need to have a jewelry show! Script for Golden Guarantee:

Hold up Golden Guarantee poster and say,

“Ladies, we have a great guarantee for our jewelry! WE call it the Golden Guarantee and it guards against manufacturing defects. What is a manufacturing defect? It’s when a clasp breaks or a stone falls out of a ring setting. WE hope it doesn’t happen, but all of our jewelry is made by real life humans, and you know those humans, sometimes they make mistakes. If you have a defect it’s not a big deal, we will take care of it for you! Any Premier Designs Jeweler can help you with any Premier Designs piece of jewelry! WE all work on the same team in Premier ! So.. if you have a defect and it occurs in the first 60 days.. you need to let me know about it and get it back to me and I will get you a brand new piece from Premier FOR FREE! If the defect occurs after the first 60 days, let me know, get it back to me, and you will get a brand new piece back for just $5.00 plus tax.

This is a great guarantee for manufacturing defects, but what it does not cover is normal wear and tear. This is NOT the jewelry you are going to wear for the rest of your life, that’s fine jewelry! In the jewelry spectrum, you have fine jewelry over here, does anyone have little diamond earrings that they keep in and wear all the time, I do. Then, we have costume jewelry over on this side! What I am offering you tonight is HIGH FASHION JEWELRY which is right in the middle! It looks like the real thing, just at a fraction of the cost! High Fashion Jewelry is just like your shoes and purse… you are not going to wear the same pair of shoes, and carry the same purse for the rest of your life. If you wear our jewelry every day, over time, you are going to notice normal wear and tear on the gold and silver finishes. The best solution to this is…. Rotate your jewelry! You are going to need to have a jewelry show, so that you have enough jewelry and don’t have to wear the same pieces everyday!

Also, since you are responsible for keeping the gold and silver finishes of your jewelry looking good, you will want to make sure that you are not hanging your jewelry out on one of those racks that hangs on your wall out in the open. You will want to keep your jewelry closed up and away from the air and light when you are not wearing it. The most important thing to do is to make sure that you put on your make-up, hairspray, lotion, and perfume first, and your jewelry goes on last!

There are 2 more quick parts that I present to the home Show guests during the Golden Guarantee Section… receipts and a quiz! Okay, should you have a defect, or an exchange, you will need your receipt. You get 2 receipts tonight and one when your jewelry comes in! I just need you to keep one copy, in case you need it! Some ladies keep their receipts under the silverware in the kitchen drawer, others keep the receipts in their jewelry box. In fact, after you have had a jewelry show with me… you will get soo much jewelry that you will have to ask for a jewelry armoire for Valentine’s day! But.. then, you will have your very own jewelry armoire to keep your jewelry in, plus your receipts!

If you get something that you don’t care for, or you pick the wrong ring size… I am going to need to know immediately, so that the company will exchange it for you!

Okay, ladies, we are going to have a fun game Quiz! I love game shows.. This is multiple choice..

the choices are Human defect, animal defect, or manufacturing defect.

WE will laugh inside, but these are real life scenarios that I have heard over the years!

First, you have this beautiful pearl bracelet, you leave it on the coffee table at your house and your dog chews it up. What is it?? Animal defect.

Okay, you go on vacation and you take your earrings. You leave them by the sink and the next thing you know.. one of them is missing, one of your kids probably knocked it down the drain. What is is???

Human defect. Okay… you are sitting at your desk. You look down and your bracelet is on the floor. You pick it up and realize that the clasp is broken. What is it??? Manufacturing Defect. And that is when you call me and we get to get you a brand new piece for free within the first 60 days and for $5.00 plus tax after the first 60 days!