Floor Intelligence
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C002 · Mulund · 2026-07-17 · 53:25

Gents Chain & Pendant

Long family browse across gents chains, kadas and pendants. Krupa opened with hospitality and worked the counter thoroughly, but the session stalled on a structural problem: the customer wants to wear a pendant on a light-weight chain and the pendant bail will not pass through. Agent's only answer was to have a bigger loop custom-made. Sardar kada was out of stock. Closed with a promise to order a pendant and call back.

Customer/
9 of 16
Follow-up · ₹1,91,000 quoted
SOP stages
Welcome
3 of 3
All covered.
Product knowledge
3 of 5
Missing: HUID / hallmark explained, Diamond certification explained.
Commercials
2 of 2
All covered.
Trust & close
1 of 2
Missing: Buyback policy explained.
Relationship capture
0 of 4
Missing: Google review asked, Loyalty scheme pitched, Birthday captured, Anniversary captured.
0:00 / 19:45
grid ±5s · no audio filespace · ←/→ ±5s · J/K moments
Key moments
SLSHospitality offered
કોફી તમારા માટે તમારા માટે દો કોફી
“Coffee for you? Two coffees for you.”
MERBail will not fit — the blocker
પેરી શકાય પણ લુક મોટું હોવું જોઈએ પેન્ડલ નું તો એ પાસ થશે
“It can be worn, but the pendant's loop must be big, then it will pass through.”
MERCustomer probes gold content
આમાં ગોલ્ડ ખાલી ટુ ગ્રામ્સ જ છે
“There's only two grams of gold in this.”
OPSMaking charge quoted at 16%
16% તમને કરાવી આપશે
“He will get 16% done for you.”
OPSMaking charge re-quoted at 23%
આને મેકિંગ 23% છે
“The making on this is 23%.”
MKT12-year purchase history volunteered
“Yes, it's very old. Exactly when your Mulund store had just opened.”
OPSDiscount applied
2,04,000 ના 186 થઈ ગયા 18,000 ઓલરેડી ડિસ્કાઉન્ટ
“₹2,04,000 became ₹1,86,000 — ₹18,000 discount already applied.”
SLSReal vs American diamond
અમેરિકન ડાયમંડ શું લો છો
“Why are you taking American diamonds?”
SLSFollow-up promised
“I will get that pendant ordered for you, then I'll call you when it arrives.”
MERSardar kada out of stock
“Sardar kada won't happen — it's sold.”
Actions from this conversation
HighMerchandising
Fix bail sizing on the light-weight pendant range
Pendants in the light range have bails too narrow for the chains customers pair them with. Every such sale converts into a custom loop job. Audit the range and specify a minimum bail aperture.
HighSales
Coach Krupa: no loyalty pitch to a 12-year customer
Customer volunteered a purchase history going back to the store opening. Loyalty, buyback, HUID and Google review all unasked.
MediumMerchandising
Replenish gents pendants and Sardar kada — Mulund
Agent ran out of gents stock inside eight minutes and the Sardar kada was already sold with no replacement.
MediumStore operations
Standardise making charge framing
Three different making percentages quoted across the session (16%, 13%, 23%) without a stated rule. Customer noticed the inconsistency.
MediumMarketing
Re-engage dormant 2012-cohort customers
This customer returned unprompted after a decade. Pull the 2012-14 Mulund purchase cohort and build a re-engagement list.