Care and Cleaning. The Diamond Course ND OL 2015

Transcription

1 The Diamond Course ND OL 2015 Diamond Council of America 2015

2 Care and Cleaning In This Lesson: Lasting Satisfaction Factors Affecting Care Caring for Diamonds Keeping Diamonds Clean After the Purchase LASTING SATISFACTION As a jewelry professional, you need to know how to care for diamonds and diamond jewelry while they re in your store and they re your responsibility. You also need to know how to help customers obtain lasting satisfaction from their diamond purchases through proper care. It s important to remember, too, that regular cleaning and maintenance keep diamonds looking their best both in your store and after they re in the hands of the consumer. Some authorities recommend talking about care and cleaning after you close the sale, but it s best to introduce these topics during presentations. One way is to ask about the lifestyle of the person who ll be wearing the jewelry, and then to make suggestions with this in mind and explain your reasoning. There are also indirect ways of communicating the importance of care for example, with the way you hold jewelry, by giving it a gentle buffing before you show it, and through the words you use to describe it. Then you can share specific details as you re doing the paperwork or wrapping the gift. Advising your customers how to take care of their diamond jewelry will help them enjoy it even more. Photo courtesy Diamonds by Design. 1

3 Of course, in addition to educating customers about care, you also want them to know without a doubt that they can enjoy their diamonds. Diamonds are not indestructible, but they aren t fragile either. Properly cared for, they can delight many generations of owners. You can emphasize that a diamond can be worn every day for decades even centuries and still be beautiful. That s part of what makes diamond the perfect symbol of enduring love or lasting success. You can make a subtle point about care and cleaning during your presentations by always giving a gentle buffing with a jewelry cloth before you show an item. With proper care, diamonds can delight many generations of owners. Regular maintenance keeps diamonds - and diamond jewelry - looking their best. In this lesson, you ll examine professional ways to handle and clean unset diamonds and diamond jewelry. You ll also learn how to guide customers in making jewelry selections that will best satisfy their needs, and you ll find out what to tell them about care and cleaning. Photo courtesy Rudolph Erdel/OE Designs. 2

4 Lesson Objectives When you have completed this lesson you will be able to: Clean and care for diamond jewelry in your store. Help customers match jewelry styles with lifestyles. Offer suggestions for taking care of diamond jewelry. Explain safe, at-home cleaning methods. Use care and cleaning to bring customers back to you. Diamonds aren t indestructible, but they certainly aren t fragile either. At over 100 years old these diamonds are still sparkling brightly! 3

5 FACTORS AFFECTING CARE In previous lessons, you ve seen that diamond s inherent properties contribute to its beauty and inspire much of its mystique. Some properties are also factors in determining the care diamonds need. The most important consideration in proper care is durability. This is technically defined as a gem s resistance to all types of damage. For customers, you might say it s a gem s ability to be worn and enjoyed. Overall durability depends on the combination of three more specific properties hardness, toughness, and stability. Diamonds have unsurpassed hardness, but if allowed to rub together, will scratch each other. Fancy shapes with points are more susceptible to damage from a sharp blow than most round diamonds. Photos courtesy Diamond Promotion Service. Hardness This is resistance to scratching. As you ve learned, diamond is the hardest material yet discovered. Unsurpassed hardness is what allows a diamond to take and keep a polish that s superior to any other gem s. Directional hardness differences exist within every diamond crystal, and cutters rely on these to cut and polish diamonds. However, the hardness differences that help cutters reveal beauty can hurt that beauty too. If diamonds are allowed to rub together, they can scratch each other. Even more easily, they can scratch or cut into jewelry metals and other gems. Toughness Resistance to breaking. There s no such thing as perfect toughness. Any gem will break if it s hit hard enough. Diamonds are very tough, but remember that a cutter can cleave a diamond by giving it a sharp blow in the right direction. The same thing can happen if a diamond accidentally receives a severe knock or drops onto a hard surface. Less severe damage, in the form of chipping, can also occur. Some proportion variations (for example, the combination of a shallow crown and thin girdle) make a diamond vulnerable to chipping. Fancy shapes with points pears, hearts, and marquises are also more susceptible to this kind of damage. If the shape is thin or the mounting exposes the point, the risk is heightened. 4

6 Stability This is resistance to damage from heat, temperature change, intense light, or chemicals. For many colored gems, stability is a major concern, but diamonds are normally very stable. Under controlled conditions you can heat a flawless diamond red-hot and then plunge it into liquid nitrogen (at about -300º Fahrenheit) without harming it. After being cut, diamonds are routinely cleaned in boiling sulfuric acid, with no damage. An intense flame, however, can burn a diamond. If a diamond contains extensive feathers, a sharp temperature change might cause them to expand. High heat by itself can damage fracture-fillings and change the color of some irradiated diamonds. It can also change the color of natural green diamonds because they also are tinted by a form of radiation. High heat - particularly during the repair process - can damage fracture-fillings. Photo courtesy Gary Roskin. CARING FOR DIAMONDS As a professional, you should know about diamond and jewelry care for two reasons: Occasionally, damage to a diamond will occur during the repair process. Assure your customers your firm stands behind its work. To protect your inventory and items customers leave in your store for services such as repair and appraisal. To advise customers about selecting the right jewelry and maintaining it in top condition. For both purposes, the key is learning to recognize and avoid threats. It s true that one careless moment can result in serious damage. It s also true, however, that most damage can be prevented with a little knowledge and forethought. In The Store Many diamonds go through the repair department of a retail store, so it s not surprising that damage occasionally happens there. Most often it s because some jewelry repairs involve a certain amount of risk. A jeweler s torch can burn a diamond. If a diamond must be unmounted and then reset, there s at least a slight chance of chipping it. 5

7 When bench jewelers do repairs with a torch, they normally cover diamonds with a protective solution of alcohol and boric acid called firecoat. Still, there might be small areas under prongs, for example that don t get covered completely. This can result in superficial burns that look like cloudy spots on the surface. These can usually be removed with minor repolishing. When you re working at the take-in counter it s important to assure customers that your firm stands behind the quality of its repairs and other services. It s also essential to follow take-in procedures that identify and minimize potential risks. In other areas of store operations like putting out jewelry in the morning or putting it away at night you have more direct responsibility for care, and damage is almost always preventable. When you put your jewelry away at night, be sure to protect each piece from another so they don t get scratched and worn. Photo courtesy JCK. Most firms use special trays for overnight storage of jewelry from displays and showcases. The trays are usually clothlined. Some have built-in compartments to keep items separated. When you put away jewelry, be sure to place each piece in its own space. If your trays don t have separate compartments, you might use pieces of soft cloth to keep items from scratching each other. By using a counterpad, you communicate the importance of conscientious care. When you re showing jewelry, the guiding principle is simple: Treat it with the respect anything of great beauty and value deserves. Always hold merchandise over a counterpad. This serves as a stage for your presentation, and also as a cushion in case the piece gets dropped. Using a counterpad is one way in which you can communicate the importance of conscientious care. Customers notice this professional touch, and they ll pick up on the idea of treating their own jewelry more thoughtfully. 6

8 Choosing With Care To give customers a head start on care, you can help them select jewelry that fits their lifestyles. (For gifts, look to suit the lifestyle of the person who ll be wearing the jewelry.) Gathering the information you must have in order to make suggestions is part of determining a customer s needs. When it comes to jewelry wearability, there are four main things to consider the type of jewelry, the setting style, the materials from which the jewelry is made, and the kind of wear that s expected. Help your customers choose pieces that fit their lifestyle. Generally speaking, rings and bracelets are exposed to more wear and tear than earrings and pendants. Type of Jewelry Generally speaking, rings, bracelets, and cufflinks are more exposed to bumps and scrapes than earrings, pendants, pins, and tie tacks. If the piece is for a young or active person who doesn t have much experience wearing and caring for fine jewelry, one of the safer jewelry forms is probably the best choice. Setting Style This is especially important for rings. Bezel and gypsy settings provide maximum protection because they have a metal rim that covers the diamond s edge. The high, Tiffany-type prong settings that are popular for engagement rings do a great job of dramatizing diamonds, but they also require more careful wear. While they re the epitome of style and elegance, tension settings and dinner rings are often best reserved for special occasions. 7

9 Materials It s easier to damage the metal that holds a diamond than the diamond itself. For this reason, the structural material of the jewelry merits thought. Alloys with high gold content like 18K have an opulent look, but they re relatively bendable and easily scratched. For some people 14K is a more wearable choice, especially in rings and bracelets. With its great tensile strength, platinum is also a great option. Expected Wear A key question is: Where and how often will the jewelry be worn? There are big differences between the forms, styles, and materials that are appropriate for special occasions and those that will stand up well for frequent office or casual wear. Realistically, you might not refuse to sell a piece because you think it s not right for the customer. Professionalism means giving the best guidance you can, but doing it tactfully and always remembering that the final decision belongs to the person on the other side of the counter. Diamonds that are set below a metal edge are protected from an active lifestyle. Photo courtesy Mark Michael Designs. Customer Care When someone purchases diamond jewelry, they may need advice or guidance on taking care of it. This is especially true if it s their first time. You can lead into the topic by saying something like, Now that you own this beautiful diamond, you ll want to keep it looking its best. If your firm has brochures on care, be sure to give one to the customer. You can also suggest some easy-to-follow guidelines for wear, storage, and maintenance: Chlorine can attack the alloy metals in karat gold, causing prongs to weaken or even break. 8 Wear Customers can enjoy wearing their diamond jewelry for a wide range of activities, but household chores, gardening, auto repair, construction work, and strenuous sports aren t on the list. One hazard that s not so obvious is chlorine from sources like cleansers, bleach, and even the water in swimming pools. This can attack the alloy metals in karat gold. It may also cause prongs to weaken or perhaps break, putting diamonds or other gems at risk for loss. If a bride will be wearing her engagement and wedding rings together (as most do) you might suggest soldering the shanks together. This will prevent the rings from rubbing against each other. Metal-against-metal fatigue is a frequent cause of shanks thinning and eventually breaking.

10 Storage Whenever jewelry isn t being worn, it should be stored someplace safe. Cloth- or plushlined jewelry boxes with individual compartments are ideal. If your store provides pouches or cushioned boxes for diamond jewelry, you can recommend using these on a permanent basis. They heighten the importance of the purchase, encourage customers to store the jewelry properly and remind them where it came from. Be sure to caution customers against wrapping their jewelry in facial tissue. The tissue won t damage the jewelry, but a wadded up tissue may be thrown away, and take the jewelry with it. Cloth or plush-lined jewelry boxes with individual compartments are ideal for storing jewelry when it isn t being worn. Soldering engagement and wedding rings together will keep them from wearing out each other. Eternity bands can become distorted with wear and diamonds may become loose. Encourage your customers to have them checked regularly. Photo courtesy JCK. Maintenance As time goes by, customers should keep an eye on their jewelry to be sure the settings aren t becoming worn and the diamonds aren t loose. Some styles call for extra vigilance. For example, eternity bands with diamonds channelset all the way around can become distorted during wear. This can force the diamonds together, resulting in scratching and chipping. If the ring is simply pushed back into shape, the diamonds can loosen in the setting. This makes the problem worse and adds a risk that the diamonds will fall out. For any diamond jewelry, encourage customers to return to your store as often as they d like and recommend every six months to have their jewelry professionally inspected and maintained. You ll keep their jewelry looking its best, and also create opportunities to show new pieces. 9

11 KEEPING DIAMONDS CLEAN If you ve worked in a jewelry store for any length of time, you ve no doubt seen dirty diamonds. You may have taken in pieces so encrusted with foreign material that the diamonds they contained were unrecognizable. You may have noticed, too, that even on new diamonds in your showcases and displays, smudges appear almost magically. This is aggravating, but easy to explain: When diamonds are touched, they pick up skin oils. Then they become magnets for dust and dirt. Always handle diamonds with tweezers or gem holders. If a diamond is not clean, the negative effect on appearance can be dramatic. Grime obscures a diamond s brilliance, dispersion, and scintillation. It can also make inclusions stand out and the color look unattractively darker. There are a few things you can do to minimize the problem for yourself and customers: Use a polishing cloth to give jewelry a light buffing before you show it to a customer. You communicate your respect for the piece as well as the importance of care and cleaning. 10 Wearing cotton gloves and keeping a cleaning cloth handy when you re taking down or putting in displays will keep your jewelry looking clean and bright. Always handle loose diamonds with tweezers or a gem holder. It s customary to hold colored gemstones with your fingers but never diamonds. When you re doing routine maintenance, like setting up or taking down displays, wear cotton gloves. Always make sure, however, that you haven t left any lint on the jewelry or display props after everything s in place for the day. Keep a clean polishing cloth handy at the counter. Before you present an item, give it a light buffing. This not only removes smudges, it communicates your respect for the piece and the importance of care and cleaning. It also gives you a moment to say a few words that set the stage for your presentation.

12 Avoid touching mounted diamonds yourself, and try to keep customers from doing this as well. In order to hold a ring while putting it on, some people place their index finger on the diamond and their thumb on the bottom of the shank. This smudges the diamond just when the customer is about to examine it. It s cleaner and more dramatic if you hold the ring by the sides and slide it onto the customer s finger. When you re presenting a diamond ring, show the customer this tip. It s a subtle way of teaching them how to keep their diamonds clean and sparkling. Recommend that customers put on their diamond jewelry as the final touch when they re getting dressed after they ve applied cosmetics, scents, lotions, and so forth. These won t damage diamonds, as they will cultured pearls and some colored gemstones, but they may leave a coating that temporarily dulls the diamond s appearance, and gives dirt an open invitation. Of course, no matter how careful you or your customers might be, diamonds are bound to get dirty. When this happens you should know how to clean them. Diamond cloths are specially made to remove lint and grease. Slip the diamond between two of the fuzzy surfaces and rub it clean from the outside of the cloth. For Professionals Avoid touching mounted diamonds when you show them. Use a ring holder or always hold the ring from its sides - not its top and bottom. Photo courtesy Jewelers Mutual. Professional methods for cleaning diamonds and diamond jewelry range from easy to extreme. They include the diamond cloth, ultrasonic cleaner, and steam cleaner. Diamond Cloth You can usually clean an unset diamond with a lint-free cloth. Cloths specially made for this purpose are available from jeweler s supply companies. Most have a smooth side and a fuzzy side. To clean a diamond, slip it into the cloth between two fuzzy surfaces and rub it firmly from the smooth sides. It s best to never unfold a diamond cloth; just work with the diamond between the two fuzzy surfaces. Also, never touch the fuzzy side with your fingers because it will absorb skin oils and put them back on the diamonds you re trying to clean. 11

13 Ultrasonic Cleaner This is the most common way of cleaning jewelry in retail stores. It works by sending high frequency sound waves through a detergent solution, which dissolves oil and removes dirt from the entire piece, including hard-to-reach places. There are a few precautions for ultrasonic cleaning. The vibrations occasionally jiggle gems loose from their settings particularly if they re being held in place mainly by grease and grime. To avoid this, make sure all the diamonds are secure. (Before you place an item in an ultrasonic cleaner, check the setting. Gently prod the diamonds with tweezers while you watch them under 10x magnification. After you clean a particularly grimy piece, check the diamonds again.) Ultrasonics can also damage some fracture fillings, and they re not safe for cultured pearls or many colored gemstones. Ultrasonic cleaners use high frequency sound waves to dissolve oil and remove dirt from diamond jewelry. Photo courtesy Elma. Steam Cleaner Steam cleaners remove dirt with a combination of water, heat, and pressure. You can use them for jewelry as well as unset diamonds. There are several drawbacks and precautions to steam cleaners, however. The force of the steam can blast a diamond out of tweezers or jewelry out of your fingers. The hot steam can also scald you. It can damage a fracture filling and a blast in the right direction can actually force dirt into large feathers that reach a diamond s surface. Steam cleaning also harms cultured pearls and most colored gems. Steam cleaners are highly effective for thoroughly cleaning diamond jewelry, but have some drawbacks, too. Before you try to use a steam cleaner, make certain you re properly trained. Ask your manager to teach you how to use it properly. When you re cleaning an unset diamond, use special tweezers or a closed mesh basket. When you re cleaning jewelry, check to see that all the diamonds are tight in their settings. If your store has a rubber sink liner or pad under the cleaner, be sure it s in place. 12

14 At-Home Options You can tell customers that an extra benefit of owning diamond jewelry is easy, worry-free cleaning. Cultured pearls and some colored gemstones require a delicate wash routine. Because diamonds are so durable, there are a number of acceptable options for cleaning them. The most convenient cleaning method is a consumer version of the ultrasonic devices professionals use. These are widely available, and some jewelry retailers sell them. They re not quite as effective as commercial models, but they do a good job if used regularly. They also reduce time and effort, so they re worthwhile investments for customers who have a growing wardrobe of diamond jewelry. Jewelry-cleaning solutions also work well for diamonds and most colored gems. They take a little more effort than ultrasonics, but they can be just as effective. Many retailers sell some type of cleaning solution, and give away small jars as customer courtesies. One of the active ingredients in many commercial solutions is ammonia. You can tell customers they can also use ammonia-based household cleaners on their diamond jewelry. They should choose a clear product (not a cloudy one) and it s best to dilute it. Home ultrasonics provide a relatively thorough cleaning if used regularly. Clear ammonia will clean diamonds and brighten gold, too. Many jewelers sell or give away home jewelry cleaner. You can suggest your customer use it daily on pieces they wear every day. Caution customers not to use an ultrasonic or a standard cleaning solution for cultured pearls or absorbent colored gems such as amber, coral, lapis lazuli, and turquoise. An ultrasonic can also damage opal, peridot, and tanzanite, as well as other gems. You can learn more about this in the DCA Colored Gemstone Course. At this point, it s best to communicate a use this only on diamonds message when recommending a home ultrasonic or cleaning solution to your customers. 13

15 The safest all-round cleaning method for diamonds and other gems is gentle scrubbing. For this, use a soft toothbrush with a mixture of warm water and mild detergent. Plain, clear liquid detergent works best. Diamonds don t need conditioners, fragrances, or moisturizing oils. In fact, these additives tend to leave a residual film on diamonds, impairing their ability to handle light with maximum efficiency. Other useful accessories include a toothpick, unwaxed dental floss, and an oral irrigator or water flosser. These help to clean dirt that s stuck under prongs, around the diamond s pavilion, or in other places a toothbrush won t reach. After washing, rinse the piece in fresh water. (Pure ethyl or grain alcohol is also good for rinsing.) Then dry the piece with a clean soft lint-free cloth. There are only a few do s and don ts for this method: The safest all-round cleaning method for diamonds is a gentle scrubbing with a soft toothbrush and a mild detergent solution. Plug the sink when you re cleaning jewelry set with diamonds. Do plug the sink or use a plastic bowl as a washbasin or do both in case the piece is dropped or a diamond comes loose from its setting. Do use a very light touch on channel, pavé, or invisible settings, and on any piece that has a textured decorative finish or delicate metalwork. Do check the piece after washing and before letting out the water to make sure all the diamonds are still in place. Don t use toothpaste, toothpowder, or abrasive cleansers. They ll scratch jewelry metals. Don t use household cleaners that contain chlorine. They can create pits in karat gold. Don t use rubbing alcohol for the rinse. It contains oil, and will leave a coating on the diamonds. A good cleaning schedule is at least once a week or daily, for a piece that s worn every day with touchups for special occasions or any time they re needed. Just before cleaning, the customer should inspect the piece for unexpected wear or damage. 14

16 AFTER THE PURCHASE Customer follow-up is a strategic step in the selling process and in long-term client development, and care and cleaning can be a focal point for effective follow-up. No matter how often customers clean their jewelry at home, professional cleaning is always more effective. After you close a sale and before you say goodbye urge the customer to bring the jewelry back in regularly for professional inspection and cleaning. You might suggest visits about every six months, but more frequently is even better. Emphasize that customers should bring in jewelry immediately if they ever notice loose diamonds or signs of dangerous wear. Urge your customers to bring their jewelry back in periodically for a free check up and cleaning, but particularly if they notice loose diamonds or dangerous signs of wear. Photo courtesy Eloquence by Gruber. Don t rely on the customer to remember the dates for follow-ups. Make that one of your professional services. To help yourself keep track, maintain a tickler file based on purchase dates. Include the customer s name, contact information, and a brief description of the item. A week or so before time for the visit, send a card or call to remind them. A text message may also be acceptable. Let the customer know when you ll be in the store, try to make an appointment, and say you re looking forward to seeing them again. Calling customers to offer a service will meet with a completely different response than calling them to sell something. When the customer comes in, be sure to greet them by name and chat for a few minutes. Your interest and attention will go a long way toward building the client relationship. 15

17 When a customer brings in a piece for after-sale care, the first item of business is checking the jewelry s condition. Always do this before cleaning. Use your gemscope or loupe, and be sure to examine the piece carefully. Things to look for include: Loose or missing diamonds. Bent, worn, or broken prongs. Worn down sides on bezel and channel settings. Bent, thin, badly worn, or cracked shanks on rings. Clasps that don t work on necklaces and bracelets. Bent, broken, or stretched links on necklaces and bracelets. Pitting, deep scratches, or unusual discoloration in the jewelry metal. If you have one, use your gemscope to examine jewelry you take in for repair. Photo courtesy JCK. Some of these will be obvious to anyone who takes a close look at the piece. The best source of information about all such problems is your bench jeweler. Ask her or him to show you examples of damaged or dangerously worn jewelry as they come into the repair department. An excellent reference for your own learning, and also for showing customers, is the JA Professional s Guide to Fine Jewelry Craftsmanship. (This is available from Jewelers of America. See Lesson 1 for JA contact information.) If you find any cause for concern, point it out to the customer and discuss appropriate remedies. Otherwise, proceed with the cleaning. While you are examining the item, take the opportunity to do some relationship building. Ask customers if they perhaps have a special occasion coming up and suggest they take a look at new items that have arrived since their last visit. Some will decline, but many will be interested particularly if you suggest an item in a style that coordinates with the one you re examining. At the very least you ll give the customer an opportunity to enjoy beautiful jewelry while demonstrating that you care about their needs. Providing great service often leads to impulse sales, too. 16

18 RECAP OF KEY POINTS You need to know how to take care of diamonds while they re your responsibility, and help customers make sure the satisfaction of a diamond purchase lasts. Regular cleaning and maintenance keep diamonds looking their best. Durability is overall resistance to damage. It s determined by the combination of hardness, toughness, and stability. From a customer s point of view, you can define it as wearability. The key to caring for diamonds and diamond jewelry is learning to recognize and avoid threats. One careless moment can result in serious damage. In most cases, however, damage can be prevented with a little knowledge and forethought. To give customers a head start on caring for jewelry, help them select pieces that fit their own lifestyles or that of the person who ll receive the jewelry. There are four main things to consider the type of jewelry, the setting style, the materials from which it s made, and the kind of wear that s expected. When someone purchases diamond jewelry, they may need advice on taking care of it. If your firm has brochures on care, be sure to give one to the customer. You can also suggest easyto-follow guidelines for wear, storage, and maintenance. Grime can have a big effect on a diamond s appearance. It s essential to learn to use professional cleaning devices safely and effectively. There are a number of options available to customers. Safest for all types of gems and jewelry is a gentle scrubbing with a soft toothbrush and a mixture of detergent and warm water. Care and cleaning is a focal point for effective follow-up. Regular customer visits for jewelry inspection and cleaning create opportunities for building relationships, demonstrating your professionalism, and making additional sales. 17

19 LESSON 15 FOLLOW-UP CHECKLIST With a coworker, role-play helping a customer select jewelry that s appropriate for his or her lifestyle. Become familiar with the cleaning equipment in your store, and learn to use it safely. If you don t already have one, develop and implement a system for regular cleaning follow-ups with your customers. This includes recordkeeping and inspections as well as cleaning methods and procedures. 18

20 Lesson 16 Self-Test This lesson also includes a Self-Test that s designed to help you gauge your comprehension of the lesson material. The test is an important part of the learning process, so be sure to complete it. When you re ready to take the test, go to the Course Materials page (the one that lists all the lessons) and click on Self-Test. Make certain you select the test for this lesson. All questions in the test are based on Lesson 15. More than one answer for a question might seem correct, but you should select the one best answer based on the lesson discussion. As you take the test, you may refer to the lesson. To do this, you ll need to have the lesson loaded in a separate window of your browser. If you feel certain about a question, try answering it without looking at the lesson. If you re not sure, check the lesson before answering. After you answer a question, you ll receive immediate results and feedback. You ll find out whether you answered correctly, what the correct answer was (in case you missed it), and also the page number in the lesson where the information can be found. Take time to review any material you re not completely clear on. At the end of the test, you ll receive your overall results. Then you ll be able to continue to the next step in your coursework. If you have questions or need help, please contact us. You can use this website just click on Help. You can also studenthelp@diamondcouncil.org or phone / toll free After you take the Self-Test for this lesson, you will be ready to complete Progress Evaluation 3. This has three parts a Learning Evaluation, a Training Evaluation, and a Satisfaction Evaluation. Detailed instructions for Learning Evaluations are in the Testing Center section of this website. Instructions for Training and Satisfaction Evaluations are in the Evaluations section. 19