Jewellery Sales & Service Excellence Case An Internationally Renowned Jewellery Association — Platinum Sales & Service Capability Enhancement
Project Overview
The client is an internationally renowned organization dedicated to the promotion and development of platinum jewellery. As a global leader in platinum marketing and industry enablement, the association works closely with jewellery retailers to design tailored programs that support platinum product promotion and sales.
While jewellery sales processes were already well established, the client identified a need to refresh and upgrade sales and service techniques specifically for platinum products, ensuring they remain relevant, contemporary and aligned with evolving consumer expectations.
Prothink was engaged to support the design and delivery of an integrated platinum sales and service capability enhancement program.
The Challenge
How to enhance platinum-specific sales and service capabilities across a mature jewellery retail network, while ensuring consistency, scalability and effective learning transfer to frontline staff.
Our Approach
- Developed annual platinum product value propositions and sales narratives
- Designed and delivered comprehensive platinum sales and service skills training, including:
- Customized sales and service skills videos for annual platinum product launches
- Live-streaming scripts tailored to platinum product promotion
- Online learning assessments to reinforce key knowledge and techniques
- On-site product launch events and facilitated training sessions
- Nationwide training roadshows across more than 10 cities
- Mystery shopper programs to monitor execution quality and drive behavioural change
Learning Design
- Integrated online and offline learning formats to maximize reach and effectiveness
- Provided a full set of practical learning tools, including videos, participant manuals and facilitator guides
- Ensured ease of implementation and rapid application at the frontline
Outcomes & Impact
- During the program period, participating stores achieved a 12% higher month-on-month growth rate in platinum category sales compared to non-participating stores
- Successfully strengthened platinum sales confidence and service capability among frontline jewellery sales teams
- Based on the strong results delivered, Prothink has been continuously engaged to support annual new product launches and frontline sales training initiatives