CBJ Professional Standards and Ethics 2 — Questions and Answers
Question 1: A customer leaves a ring for sizing and later claims a side diamond is missing that was present when they dropped it off. What is the best professional practice to prevent such disputes?
- Refuse to accept jewelry with loose or damaged stones
- Document the condition of all stones with photos before beginning any work (Correct answer)
- Require the customer to sign a waiver absolving the shop of liability
- Only work on items with stones that are certified
Correct answer: Document the condition of all stones with photos before beginning any work
Photographing and documenting the condition of all stones upon intake protects both the jeweler and the customer from disputes.
Question 2: Which practice best demonstrates a jeweler's commitment to customer transparency when a repair will cost more than the original estimate?
- Complete the work and explain the additional charges at pickup
- Contact the customer before proceeding and obtain approval for the revised cost (Correct answer)
- Charge only the original estimate to maintain goodwill
- Reduce the scope of work to fit the original estimate without notifying the customer
Correct answer: Contact the customer before proceeding and obtain approval for the revised cost
Contacting the customer before proceeding respects their right to make an informed financial decision.
Question 3: When a bench jeweler discovers that a customer's 'white gold' ring is actually silver plated white metal, what is the ethical obligation?
- Work on it without mentioning the discrepancy to avoid embarrassing the customer
- Inform the customer of the finding before proceeding with any repair (Correct answer)
- Charge a premium for working on lower-quality materials
- Refuse to work on non-precious metals
Correct answer: Inform the customer of the finding before proceeding with any repair
Informing the customer of the actual metal composition allows them to make an informed decision about the repair.
Question 4: A jeweler is asked to set a customer-supplied gemstone that appears to be synthetic rather than natural as claimed. What should the jeweler do?
- Set the stone as requested since identification is not the jeweler's job
- Inform the customer of the suspected synthetic nature and recommend testing before setting (Correct answer)
- Refuse to work with customer-supplied stones
- Charge extra for setting synthetic stones
Correct answer: Inform the customer of the suspected synthetic nature and recommend testing before setting
Informing the customer of the suspected identification issue protects them and demonstrates professional integrity.
Question 5: What is the primary purpose of maintaining a detailed work order system in a jewelry repair shop?
- To satisfy insurance requirements for the business
- To create accountability, ensure accurate billing, and track customer property (Correct answer)
- To meet local business licensing requirements
- To generate data for marketing purposes
Correct answer: To create accountability, ensure accurate billing, and track customer property
A detailed work order system creates a paper trail that protects the customer's property and ensures accurate, transparent billing.
Question 6: A competitor jeweler quotes a far lower price for a custom job than you believe is sustainable. What is the ethical response?
- Match the price to retain the customer regardless of profitability
- Disparage the competitor's quality to the customer
- Explain the value and craftsmanship behind your pricing without attacking the competitor (Correct answer)
- Report the competitor to the trade association for predatory pricing
Correct answer: Explain the value and craftsmanship behind your pricing without attacking the competitor
Explaining your value proposition professionally maintains integrity without disparaging competitors, which is an ethical industry standard.
Question 7: A bench jeweler accidentally breaks a prong on a customer's antique piece during a cleaning. What is the ethical course of action?
- Repair the prong and say nothing if the customer does not notice
- Inform the customer immediately, repair the damage at no charge, and document the incident (Correct answer)
- Charge the customer for the prong repair as additional work
- Return the piece and deny responsibility
Correct answer: Inform the customer immediately, repair the damage at no charge, and document the incident
Immediate disclosure and complimentary repair of damage caused during service is the ethical and professional standard.
CBJ Professional Standards and Ethics 2
A customer leaves a ring for sizing and later claims a side diamond is missing that was present when they dropped it off.
What is the best professional practice to prevent such disputes?