GIA Customer Service & Sales Ethics 2

Question 1

A customer asks if a diamond graded SI1 by GIA is 'eye-clean.' What is the most ethical response?

Accepted Answer

Explain that eye-cleanliness depends on the specific inclusion type and placement, and offer to show them the stone

Answer

SI1 clarity does not guarantee eye-cleanliness; honest disclosure requires examining the specific stone's inclusions.

Question 2

A jeweler knowingly sells a treated diamond without disclosing the treatment. Under GIA and FTC guidelines, this is considered:

Accepted Answer

Fraudulent misrepresentation and a violation of disclosure ethics

Answer

FTC guidelines and GIA ethics require full disclosure of any treatments that affect a diamond's value or durability.

Question 3

When a customer returns a diamond claiming it was misrepresented, the first step a sales professional should take is:

Accepted Answer

Listen to the customer's concern, review documentation, and compare the stone to the original GIA report

Answer

Professional complaint resolution begins with attentive listening and fact-based review using original documentation.

Question 4

Which sales practice best demonstrates ethical customer service when presenting diamond pricing?

Accepted Answer

Presenting options across different price points that match the customer's stated budget and needs

Answer

Ethical sales service means presenting options aligned with the customer's actual needs and budget without deceptive pricing tactics.

Question 5

A customer insists a 1.00 ct round diamond must be of higher quality than a 0.95 ct diamond. How should a knowledgeable salesperson respond?

Accepted Answer

Educate the customer that cut, color, and clarity significantly affect overall quality and value

Answer

Carat weight is one of four factors; a well-cut, higher-color 0.95 ct diamond can outperform a poorly graded 1.00 ct stone.

(GIA) Certified Diamonds Gemological Institute of America Practice Test