Floor Intelligence
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O011 · Unspecified · 2026-07-20 · 26:48

Lightweight Pendant Set

Asha browsed Italian/imported lightweight daily-wear — earrings, chains and pendant sets (rose-gold border, meenakari, American diamond, oval shapes), with bridal pointed upstairs. Settled around a ~6.5–7g pendant-set path. Agent cut making to 16% (hard-gold mix explained as reason for higher labour), quoted ~₹60k before full add-ons and ~₹90k total after GST/stones/rhodium, and offered a ₹20,000 refundable booking. Customer refused to book that night — will ask at home / bring papa in a couple of days.

Customer/
6 of 16
Follow-up · ₹90,000 quoted
SOP stages
Welcome
3 of 3
All covered.
Product knowledge
2 of 5
Missing: HUID / hallmark explained, Diamond quality explained, Diamond certification explained.
Commercials
1 of 2
Missing: Gold rate explained.
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 / 26:46
grid ±5s · no audio filespace · ←/→ ±5s · J/K moments
Key moments
SLSImported purity / lightweight open
purity Italian, pure imported... एकदम lightweight collection
“Italian purity, pure imported — lightweight collection.”
MERSection + bridal floor showcase
Gold section है, lightweight... bridal collection ऊपर 1st Floor
“Gold lightweight section here; bridal collection on the first floor.”
MERRose-gold border pendant set
with pendant वालों चाहिए. Border rose golden border
“Want it with pendant — rose-gold border.”
MERQueen's necklace reaction
Queen's necklace. एकदम delicate है
“Queen's necklace — very delicate.”
OPSHard-gold making rationale
Making charges थोड़ी high because it is hard gold. Mixture silver, copper
“Making is a bit high because it is hard gold — silver/copper mix.”
SLSHospitality offered
green tea, lemon tea, चाय, coffee... in house
“Green tea, lemon tea, tea, coffee — all in-house.”
OPSMaking cut to 16%
discount करीने... 16% ना आसपास
“After discount, making around 16%.”
OPS~₹90k total quoted
total price दी गई after discount... 90,000
“Total price after discount about ₹90,000.”
SLS₹20k refundable booking offered
बीस हज़ार रुपए का... book... cashback return
“Book with ₹20,000 — refundable/cashback return if you don't proceed.”
SLSDefers; will ask / bring papa
पुछ रही हूं... दो रोज़... book नहीं होगा... papa को लेकर आते हैं
“I'll ask — a couple of days — won't book now; will bring papa.”
Actions from this conversation
HighSales
Follow up Asha before papa visit
Send the ~₹90k / ~7g pendant-set breakdown and ₹20k refundable booking note; invite papa for a short try-on slot within 2 days.
HighSales
Coach exchange/buyback on near-close quotes
Hospitality, showcase, karat, purity and making were covered; exchange, buyback, hallmark, diamond quality and review ask were skipped after a full ₹90k quote.
MediumStore operations
Always state gold rate with gram quotes
Weights and making % were clear; per-gram gold rate was not. On ₹90k tickets, rate + making + stone + GST should be one spoken stack.
MediumMerchandising
Keep Queen's / delicate imported sets on primary tray
Delicate imported pendant sets and Queen's necklace drove engagement. Ensure matching lightweight earrings stay paired on display.
MediumMarketing
Capture phone when addressing customer by name
Agent used 'Asha madam' but left without KYC. Tie name acknowledgement to mandatory mobile capture before booking pitch.