Co-Learning, Cross-Training, Up-Achieving

Undaunted by the limitations of a small-scale setup, VARDHMAN JEWELLERS has found innovative ways to train and upskill its employees — affordably — while creating an environment of retail excellence.

“With jewellers becoming more and more organised and professional, staff skilling has become one of the most important factors in customer retention,” says Sachin Jain, director, Vardhman Jewellers, Bhiwani, Haryana.

When he embarked on organizing his business, Jain began to give serious thought to training. He quickly realised that deliveries were being delayed, control over inventory had weakened, and employees were suffering a lack of coordination.

The solution was a one-day intensive staff training session, taken up by Vardhman Jewellers in collaboration with Arihant Jewellers, Delhi, and Premsons Jewellers, Rohtak, Haryana. “Sharing a learning platform in this way had a double effect: it brought costs down and helped promote cross-learning and new approaches to training for all three participating retailers,” says Jain.

Twenty-one employees, in all, attended: 11 from Vardhman Jewellers, six from Arihant Jewellers and four from Premsons Jewellers. The session focused on key practical concerns such as how to deal with customers, how to close a deal and how to upsell; and on product knowledge.

Beyond these focus areas, the training session was organised into two parts, internal and external. “In the internal training, the employees were taught how to gain a thorough knowledge of the inventory, to manage it efficiently,” says Jain. “They have to be well acquainted with the customers’ demands as well as their company’s goals.”