Daily Wear Chain

Repeat customer browsing daily-wear chains, mangalsutra and bracelets in the ₹16,000–₹20,000 band. Krupa pitched the nine-month monthly scheme and asked for a Google review. Customer disliked the thin designs on offer, wanting broader, more prominent pieces for her build. Left to budget toward a future purchase through the scheme.

Customer/

7 of 16

Not converted

SOP stages

Welcome

3 of 3

All covered.

Product knowledge

1 of 5

Missing: Purity explained, HUID / hallmark explained, Diamond quality explained, Diamond certification explained.

Commercials

1 of 2

Missing: Making charges explained.

Trust & close

0 of 2

Missing: Exchange policy explained, Buyback policy explained.

Relationship capture

2 of 4

Missing: Birthday captured, Anniversary captured.

0:00 / 39:57

grid ±5s · no audio filespace · ←/→ ±5s · J/K moments

Key moments

Actions from this conversation

HighMerchandising

Add broad-profile daily wear at the ₹16-20K entry band

Second customer this week rejecting the range as too thin. Weight is capped by the price band — the answer is hollow or broad-look construction, not more grams.

MediumStore operations

Track scheme enrolment to conversion

Scheme pitched as the bridge to a future purchase. Confirm enrolment actually happened and set the nine-month maturity follow-up.

LowSales

Recognise Krupa: loyalty and review both asked

Only conversation of the nine where both the scheme pitch and the Google review ask happened. Use as the coaching example.