CBJ Communication and Documentation 2 — Questions and Answers
Question 1: When a customer describes a repair using non-technical terms like 'the clasp thingy is broken,' what is the jeweler's best response?
- Correct the customer's terminology immediately
- Ask clarifying questions and confirm understanding by describing the part accurately (Correct answer)
- Assume which clasp is meant and proceed with repair
- Decline the job until the customer uses proper terms
Correct answer: Ask clarifying questions and confirm understanding by describing the part accurately
Asking clarifying questions and restating the issue in technical terms ensures both parties agree on what needs to be repaired.
Question 2: Which detail is most critical to document when accepting a piece with existing damage before a repair job?
- The customer's preferred pickup day
- A description and location of all pre-existing damage (Correct answer)
- The customer's phone model for photo transfers
- The appraised value from five years ago
Correct answer: A description and location of all pre-existing damage
Documenting pre-existing damage protects both the jeweler and customer from disputes about who caused it.
Question 3: A work order lists a diamond as '1 ct, round.' What additional information would be most valuable for a bench jeweler to record?
- The customer's mailing address
- Cut grade, color grade, and clarity grade (Correct answer)
- The store's insurance policy number
- The original purchase receipt number
Correct answer: Cut grade, color grade, and clarity grade
Recording cut, color, and clarity allows for accurate identification and prevents stone-switching disputes.
Question 4: What does a 'condition report' typically document when a piece arrives for repair?
- Only the estimated cost of the repair
- The current state of the jewelry including damage, wear, and stone security (Correct answer)
- The customer's credit history
- The retailer's markup percentage
Correct answer: The current state of the jewelry including damage, wear, and stone security
A condition report captures the as-received state of the piece so any new issues can be distinguished from existing ones.
Question 5: When should a jeweler obtain written customer approval before proceeding?
- Only when the repair exceeds $1,000
- Whenever the repair scope or cost changes significantly from the original estimate (Correct answer)
- Only for antique or estate pieces
- Only when the customer is not present in the store
Correct answer: Whenever the repair scope or cost changes significantly from the original estimate
Any significant change in scope or cost requires updated authorization to prevent payment disputes.
Question 6: Which photographic practice is most useful when documenting a complex piece before repair?
- One wide shot of the entire display case
- Multiple close-up images from different angles highlighting stones and settings (Correct answer)
- A single photo taken under fluorescent light only
- Photos taken after cleaning the piece
Correct answer: Multiple close-up images from different angles highlighting stones and settings
Multiple close-up angles capture stone positions, prong conditions, and any damage that a single photo might miss.
Question 7: A customer's envelope tag reads 'size to 7, yellow gold ring.' What is missing from this documentation?
- The customer's email address
- The current ring size and metal karat (Correct answer)
- The store hours
- The jeweler's initials
Correct answer: The current ring size and metal karat
Without the starting size and metal karat, the jeweler cannot properly plan the sizing or choose the correct solder.
CBJ Communication and Documentation 2
When a customer describes a repair using non-technical terms like 'the clasp thingy is broken,' what is the jeweler's best response?