Floor Intelligence
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O007 · Unspecified · 2026-07-19 · 20:00

22kt Gold Set

Japan-based walk-in browsing 18kt vs 22kt gold with real-diamond and meenakari options, explicitly rejecting colour stones. Agent quoted a ~₹1.35 lakh 22kt piece (gold weight ~9.3g), cut making from ~₹1,982 to ₹1,321 (10% after discount vs 15–16% standard), and pitched a minimal refundable booking to lock the offer. Customer said they would finalise in one to two days and did not place the booking on the floor.

Customer/
5 of 16
Follow-up · ₹1,35,000 quoted
SOP stages
Welcome
2 of 3
Missing: Hospitality offered.
Product knowledge
1 of 5
Missing: Purity explained, HUID / hallmark explained, Diamond quality explained, Diamond certification explained.
Commercials
2 of 2
All covered.
Trust & close
0 of 2
Missing: Exchange policy explained, Buyback policy explained.
Relationship capture
0 of 4
Missing: Google review asked, Loyalty scheme pitched, Birthday captured, Anniversary captured.
0:00 / 18:30
grid ±5s · no audio filespace · ←/→ ±5s · J/K moments
Key moments
MERColour stones rejected
color stone नहीं चाहिए
“No colour stone needed.”
SLS18kt vs 22kt framed
18 क्या है मैं? 22. क्या 18 में?
“What about 18? 22. And in 18?”
MERJapan / western outfit need
Japan में स्थलागत है. मारू western outfit पर
“I am based in Japan — for western outfits.”
OPS22kt rate and weight quoted
बाइस karat ने भाव छह तेरह हज़ार बस सौ दस
“22kt rate is about ₹13,110.”
OPSMaking cut after discount
Making छह, पहला making थी उन्नीस सौ बियासी... अठारह after discount छह तेरह सौ इक्कीस
“Making was ₹1,982; after discount ₹1,321.”
SLS22kt softness caution
बाइस karat अन्य soft हुए
“22kt is soft — handle carefully or it can break.”
OPSPhotos blocked; video call allowed
ना photo allowed ना थी. Video call करें
“Photos are not allowed — do a video call instead.”
SLSRefundable booking pitched
एक minimal amount... booking भी रख सको... Refundable
“Keep a minimal refundable booking amount on your side.”
SLSCustomer defers 1–2 days
as it is one two days में तो I am finalizing होऊंगा
“As it is, I will finalise in one or two days.”
OPS10% making offer vs 15–16%
Offer ना इसका भी making जमा दस टका चाहिए. आम standard पंद्रह टका
“On the offer, making is 10%; standard is about 15%.”
Actions from this conversation
HighSales
Close the 1–2 day follow-up with booking link
Customer verbally committed to finalise in one–two days on a ~₹1.35L 22kt piece with 10% making. Capture name/phone and send a WhatsApp quote + refundable booking ask before the offer window lapses.
HighMerchandising
Curate western-wear 18kt plain/diamond tray
Japan-based customer rejected colour stones and framed need around western outfits. Build a ready tray of plain + real-diamond 18kt daily-wear that does not default to heavy 22kt bridal looks.
HighSales
Coach policy block on high-ticket browse
Rate and making were covered; purity, HUID/hallmark, exchange, buyback, diamond quality/cert, loyalty and Google review were all skipped on a ~₹1.35L consideration.
MediumStore operations
Script refundable booking without pressure
Booking was pitched as the only way to keep the 10% making offer. Customer hesitated. Standardise a soft, time-bound booking script with clear refund terms stated up front.
MediumMarketing
Tag NRI / overseas walk-ins in CRM
Customer stated Japan base. Add an NRI/overseas source flag and ask attribution at first KYC/booking step.