PROTECTION PLAN SALES GUIDE Protect Your Customers. Boost Your Bottom Line.
INTRODUCTION All fine jewelry needs care. Montage Jewelry Care plans keep cherished items in like-new condition. A Jewelry Care plan will help you help your customers protect their purchases so they can wear their jewelry with pride and not worry. Your customers will be protected against cosmetic and mechanical breakdown on watches as well as the inconvenience of wear and tear on jewelry. You can recommend a Montage Jewelry Care Plan to every customer with confidence knowing that it s backed by more than 40 years of experience and a nationwide service network recognized for prompt, responsive service. Presented by BUILD YOUR BUSINESS WITH CARE PLANS Offering a Jewelry Care Plan enhances your reputation for customer satisfaction. Research shows that the more important a purchase is, the more important a care plan becomes. Consumers have come to expect an additional level of protection on luxury items above and beyond the manufacturer s Limited Warranty. Yet, few jewelers offer a care plan so it s a great way to stand out from your competition. Our Care Plans attract new customers by giving them peace of mind they can t get at another jewelry store. They also attract repeat customers who have already had a positive experience with your Care Plans and who have more money to spend in your store, because they re not paying for jewelry or watch repairs. Care Plans can give you an added revenue stream, increase store traffic, reduce returns and boost customer loyalty by providing an easy-to-use protocol for handling cleaning, maintenance, repair and replacement.
TOTAL PROTECTION Our Care Plan provides enhanced protection for treasured jewelry and watches. Here are just a few of the most often utilized services and how they benefit your customers: White Gold Beauty Maintained. White gold jewelry is known to discolor with wear. The Care Plan includes one-time rhodium replating to maintain the beauty of the piece. Pearl Restringing. Pearl strands can stretch over time and often look yellowed as the string becomes soiled from wear. Restringing of knotted pearls is covered by the Care Plan. Clasps and Spring Rings. Bracelets and necklaces are most prone to damage at the clasps. The Care Plan will repair or replace clasps as needed, whether it s a simple spring ring or a lobster claw clasp. Chain and Bracelet Soldering. Chains and bracelets can break and kink easily. These types of repairs are taken care of at no charge under the Care Plan. Lost or Damaged Earring Backs and Posts. The Care Plan provides coverage to repair broken, damaged or lost earring backs and posts. Resizing. Finger sizes change, which is why the Care Plan includes a one-time ring resizing. Damaged Mountings. Your customer will have no worries as the Care Plan provides repair for dents, cracks, and worn shanks. Prong Re-tipping. Prongs often need re-tipping over time, and this service is covered by the Care Plan. Stone Tightening. The Care Plan includes this service to ensure that diamonds and gemstones are safe and secure. Replacement Guarantee. If the item can t be repaired or the cost of the repair exceeds the original purchase price of the item, your customer will receive a replacement product or reimbursement (according to the plan guidelines), so they can purchase a replacement from you. What you would pay for repairs without a Jewelry Care plan: ESTIMATED REPAIR COSTS No deductible or out-of-pocket expense Ring sizing... $25 - $100...Included! Rhodium refinishing... $40 - $70...Included! Retip prong... $25 and up...included! Clasp replacement... $35 - $100...Included! Chain soldering... $30 - $50...Included! Restring pearls... $20 - $100...Included! Watch bracelet... $55 and up...included! Watch crystal... $35 and up...included! Watch system and crown... $50 and up...included! Watch movement... $90 and up...included!
COVERAGE Coverage begins immediately and remains in effect for the term of the purchased plan. Periodic inspections are not required to maintain coverage. Coverage is not transferable, except to original gift recipient. Coverage ends if an item is replaced. PRODUCT ELIGIBILITY Eligible items include: All jewelry and watches, including gold, platinum, silver and contemporary materials, such as steel, tungsten and ceramic. All diamond and gemstone jewelry items sold in a mounting. Refer to our Policy and Procedure Guide for most current and complete eligibility details. Ineligible items include: Loose diamonds and gemstones not sold in a mounting, writing instruments, accessories and non-product sales such as repairs. Refer to our Policy and Procedures Guide for most current and complete eligibility details. WHAT IS NOT COVERED Coverage excludes: Diamond or gemstone replacement, alteration and customization, sizing beads, intentional damage and sizing of sterling silver rings. Primary center stones excluded. Refer to our Jewelry Care Plan for complete terms and conditions. FAQs HOW IS THIS DIFFERENT FROM HOMEOWNERS INSURANCE? Homeowners insurance covers against perils like loss, theft, fire, and/or mysterious disappearance. Jewelry Care is a plan that guarantees the wear ability of the piece, providing repair services to keep the item in like new condition. IS THE CUSTOMER REQUIRED TO HAVE THEIR ITEM INSPECTED? One great feature of the plan is no inspection is required. WHAT IS THE LENGTH OF THIS PLAN? With the purchase of a Montage Jewelry Care plan, covered products are protected from the day of purchase to the end of the term indicated on the original sales receipt. DO CUSTOMERS HAVE ANY OUT-OF-POCKET COSTS AFTER THE PURCHASE OF THE PLAN? No. There are no additional fees or deductibles. HOW DO CUSTOMERS RECEIVE SERVICE? To have services performed, customers may go to a registered Montage Jewelry Care plan providing store with their covered product and original sales receipt and product. Or call the Montage Jewelry Care Customer Care Center at (888) 807-2249, or email claims@montagejewelrycare.com. WHO WILL DO THE WORK? One of our authorized jewelers or jewelry repair centers. WHAT IF A PRODUCT CAN T BE REPAIRED? If a product can t be repaired, we may replace or reimburse in an amount equal to the purchase price of the covered product.
SALES TIPS If you can sell jewelry, you can sell a Jewelry Care Plan. Here are a few tips for making an E.A.S.Y. sale: E A Early Introduction Always recommend or plant the seed of a Montage Jewelry Care Plan right at the counter as you present the merchandise. Waiting until you are completing the sale at the register makes it seem like the Care Plan is just an afterthought. Introduce the Care Plan to every customer, every time, right when you first present the jewelry. Then recommend it for a second or third time at the register. About Them Tailor your Care Plan sales approach to each customer s item. You don t want to talk about free ring resizing to a customer looking at earrings. The Total Protection listing in this brochure will help you customize your sales approach to different items. Frame the Care Plan features in terms of their benefits to the customer. Show Value Romance the plan just as you do your jewelry, with words that emphasize the unique and exclusive aspect of it. For example, This necklace is eligible for our special Jewelry Care Plan. Share the features and benefits of the plan as it relates to their purchase. S Explain exactly how the plan works to the buyer s benefit that is how value is understood by the customer. For example, Our Care Plan means you don t have to worry about damaging this piece when you wear it. You don t have to save it for special occasions because you re worried about wear and tear. Our plan will keep it looking as beautiful as it is today. Emphasize that the Care Plan includes a variety of repairs that are not often included under a manufacturer s warranty and that it s typically more affordable than a jewelry rider on renters or homeowners insurance. You don t want the customer to think that your jewelry is defective or is going to break. But you do want them to know that accidents can happen, and time can take its toll. A Jewelry Care Plan protects their investment so they can wear their piece with absolute confidence. Y Your Endorsement Customers know that you are the jewelry expert and they will look to you for information and advice. A proactive recommendation to take advantage of the Plan is much more effective than asking if the customer wants the Plan.
PRACTICE THE SALE Role-playing is an excellent way to become comfortable with the Care Plan sales process. Associates can take turns playing salesperson and customer, and customers should vary their style e.g., chatty, direct, reluctant, hurried to provide a range of realistic sales situations. TIP: Be sure to focus on the Jewelry Care Plan, not the features and benefits of the jewelry. After each sale, discuss what worked and what didn t about that particular approach. You ll soon come up with a list of best practices for selling the Care Plan. For more information contact Sales Support. Call: (888) 652-9970 Visit: www.montagejewelrycare.com