Floor Intelligence
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O015 · Ghatkopar · 2026-07-22 · 41:44

Diamond Engagement Ring

First-time walk-in shopping a single-diamond engagement ring with marriage planned for February. Liked several centre-stone looks (≈14–40¢, white/rose/yellow gold, round preferred over pear) but ready sizes repeatedly ran one size small; order lead time was quoted around 38–40 days. Full breakdown on one piece reached ~₹74,472 with 18kt rate ₹11,360, fixed making ₹7,500 (later discounted to ₹3,500 in calc), and IGI / GH clarity talk. Left without buying after photos were kept on the store phone; invited to the 3rd-floor wedding exhibition (Friday–31 Jul) and asked for a Google review.

Customer/
8 of 16
Follow-up open
SOP stages
Welcome
2 of 3
Missing: Hospitality offered.
Product knowledge
3 of 5
Missing: Purity explained, HUID / hallmark explained.
Commercials
2 of 2
All covered.
Trust & close
0 of 2
Missing: Exchange policy explained, Buyback policy explained.
Relationship capture
1 of 4
Missing: Loyalty scheme pitched, Birthday captured, Anniversary captured.
0:00 / 41:44
grid ±5s · no audio filespace · ←/→ ±5s · J/K moments
Key moments
OPSOrder lead time quoted
लेकिन forty days लगता है. आपके पास time है?
“But it takes forty days. Do you have time?”
MERWhite gold vs platinum
यह white gold या platinum? White gold.
“Is this white gold or platinum? White gold.”
MERSize blocks ready designs
Design है लेकिन वह size आपको ready में चाहिए ना यह है problem.
“There is design, but you need that size ready — that is the problem.”
SLSIGI certification
इसको आपको IGI certificate सब कुछ आएगा.
“You will get IGI certificate and everything with this.”
OPSFull price breakdown
Fixed making पूरे piece का है सात हज़ार पांच सौ. आज का 18 karat का rate है double one three six zero.
“Fixed making for the whole piece is ₹7,500. Today's 18kt rate is ₹11,360.”
OPSGST-inclusive quote
3% GST के साथ हो रहा है 74,472.
“With 3% GST it comes to ₹74,472.”
MKTWalk-in source stated
walk करते करते हैं अभी यहां पर
“We were just walking around here.”
MKTFebruary wedding + exhibition
Feb में है. ... Friday से exhibition भी है 3rd Floor पर ... July 31 last है
“Wedding is in February. Exhibition from Friday on the 3rd floor through 31 July.”
OPSProduct ID unavailable
product ID वगैरह लिख कर रख सकते हैं क्या फिर? हमारे पास नहीं है.
“Can we note the product ID? We do not have that.”
MKTGoogle review asked
Ma'am एक Google review देंगे.
“Ma'am, will you give a Google review?”
Actions from this conversation
HighMerchandising
Widen ready sizes on single-diamond engagement SKUs
Walk-in liked multiple centre-stone rings but almost every try was one size small. Prioritise common male/female engagement sizes in the 14–40¢ single-diamond band.
HighSales
Follow up Feb wedding shopper with exhibition invite
Marriage in February; photos retained on store device; exhibition Friday–31 Jul on 3rd floor. Call/WhatsApp with size-ready options and bridal 5% making story from sister branches.
MediumStore operations
Enable product-ID handoff for held photos
Customer asked to note product ID for a liked ring; agent said none available and kept only a photo. Tag held photos with SKU/barcode for next visit.
MediumSales
Coach spiral-wire size fix as a close, not a stall
Agent repeatedly offered spiral wire / minor size add-on but never locked a trial close or deposit. Script the fit workaround into a same-day commitment path.
LowMarketing
Attribute mall/street walk-ins
Customer said they walked in while shopping nearby. Add a simple walk-by vs Google vs referral tick when source is asked.