GJQ8204 Jewellery Store Floor Supervisor 1 18.05.2018

Qualifications Pack for Jewellery Store Floor Supervisor
QUALIFICATIONS PACK - OCCUPATIONAL STANDARD

FOR GEMS AND JEWELLERY INDUSTRY
CONTENTS
1. Introduction and Contacts..…[P1]
2. Qualifications Pack……….……...[P2]
3. Glossary of Key Terms …………[P3]
4. OS Units……………………..…….….[P5]
5. Annexure: Nomenclature for QP & OS.[P33]
6. Assessment Criteria……………….[P35]
 OS describe what
individuals need
to do, know and
understand in Introduction
order to carry out
a particular job Qualifications Pack – Jewellery Store Floor Supervisor
role or function
SECTOR: GEMS & JEWELLERY
 OS are
performance
SUB-SECTOR: Jewellery Retailing
standards that
individuals must OCCUPATION: Retail store management
achieve when
carrying out REFERENCE ID: G&J/Q8204
functions in the
workplace, ALIGNED TO: NCO-2015/NIL
together with
specifications of Brief Job Description: The individual at work in a jewellery store ensures smooth
the underpinning and successful store operation.The individual ensures that good customer
knowledge and service is offered by store staff. He/ She ensures sales goals and profit targets are
understanding achieved as specified by the organisation.
Personal Attributes: The job requires the person to have customer-centric

approach, flair for communicating with different types of customers and
managing staff. The individual should also be presentable, good with numeric
Gem and Jewellery Skill
skills, organising skill, team player and target oriented. He/she should also
Council of India, 3rd
display integrity in dealing with precious metal jewellery.
floor, BFC building,
SEEPZ, Andheri East,
Mumbai - 400096
1
E-mail: ceo@gjsci.org
Qualifications Pack Code G&J/Q8204

Job Role Jewellery Store Floor Supervisor
Job Details
Credits (NSQF) TBD Version number 1.0

Sector Gems and Jewellery Drafted on 28/08/2016
Sub-sector Jewellery Retailing Last reviewed on 15/05/2018
Retail store management
Occupation Next review date 15/05/2022
NSQC Clearance on DD/MM/YYYY
*only after clearance from NSQC

Supervising and managing smooth and successful store

operation and ensuring that good customer service is offered
Role Description by store staff. He/ She also ensures sale goals and profit
targets are achieved as specified by the organisation.
NSQF level 5
Minimum Educational Qualifications* 12th Standard
Maximum Educational Qualifications* Not applicable
Training
Not Applicable
(Suggested but not mandatory)
Minimum job entry age 25 years
Experience Minimum 5 Years
Compulsory:
1. G&J/N8204 Manage sales and human resource in

jewellery store
Applicable National Occupational 2. G&J/N6802 Explain to customers about jewellery
product offerings
Standards (NOS)
3. G&J/N8205 Manage the jewellery store operations
4. G&J/N8206 Interact with others
5. G&J/N9902 Maintain health and safety at workplace
Performance Criteria As described in the relevant OS units
2
Keywords /Terms Description

Sector Sector is a conglomeration of different business operations having similar
Definitions
business and interests. It may also be defined as a distinct subset of the economy
whose components share similar characteristics and interests.
Sub-sector Sub-sector is derived from a further breakdown based on the characteristics and
interests of its components.
Occupation Occupation is a set of job roles, which perform similar/ related set of functions
in an industry.
Job role Job role defines a unique set of functions that together form a unique
employment opportunity in an organisation.
Occupational Standards OS specify the standards of performance an individual must achieve when
(OS) carrying out a function in the workplace, together with the knowledge and
understanding they need to meet that standard consistently. Occupational
Standards are applicable both in the Indian and global contexts.
Performance Criteria Performance criteria are statements that together specify the standard of
performance required when carrying out a task.
National Occupational NOS are occupational standards which apply uniquely in the Indian context.
Standards (OS)
Qualifications Pack (QP) QP comprises the set of OS, together with the educational, training and other
criteria required to perform a job role. A QP is assigned a unique qualifications
pack code.
Unit Code Unit code is a unique identifier for an Occupational Standard, which is denoted
by an ‘N’
Unit Title Unit title gives a clear overall statement about what the incumbent should be
able to do.
Description Description gives a short summary of the unit content. This would be helpful to
anyone searching on a database to verify that this is the appropriate OS they are
looking for.
Scope Scope is a set of statements specifying the range of variables that an individual
may have to deal with in carrying out the function which have a critical impact
on quality of performance required.
Knowledge and Knowledge and understanding are statements which together specify the
Understanding technical, generic, professional and organizational specific knowledge that an
individual needs in order to perform to the required standard.
Organizational Context Organizational context includes the way the organization is structured and how
it operates, including the extent of operative knowledge managers have of their
relevant areas of responsibility.
Technical Knowledge Technical knowledge is the specific knowledge needed to accomplish specific
designated responsibilities.
Core Skills/ Generic Skills Core skills or generic skills are a group of skills that are the key to learning and
working in today’s world. These skills are typically needed in any work
environment in today’s world. These skills are typically needed in any work
environment. In the context of the OS, these include communication related
skills that are applicable to most job roles.
3
Keywords /Terms Description

NOS National Occupational Standard(s)
Acronyms
NSQF National Skills Qualifications Framework

QP Qualifications Pack
----------------------------------------------------------------------------------------------------------------------------- ----------
4
G&J/N8204 Manage sales and human resource in jewellery store
----------------------------------------------------------------------------------------------------------------------------- --------------
Overview
This unit is about being responsible for managing sales, sales associates and jewellery stock at
the jewellery retail store, shop-in-shop or mall, helping jewellery retail sales associates in
closing a sales call as and when required.
5
Unit Code G&J/N8204

Unit Title
National Occupational Standard
Manage sales and human resource in jewellery store

(Task)
Description This OS unit is about managing sales, the stock and store associates and being
responsible for their performance
Scope This unit/task covers the following:
 Managing sales
 Planning strategy
 Managing the sales & operational staff
 Reviewing the sales performance
Performance Criteria(PC) w.r.t. the Scope

Element Performance Criteria
Managing sales to be competent, the user/individual on the must be able to:
PC1. ensure that sales target is met for each jewellery product category in the
store
PC2. ensure that sales target is met for gold/jewellery saving schemes or plans
PC3. complete the average ticket size (sales value per customer) for the store
PC4. attain high sales conversion rate in the store
PC5. plan sales strategy to increase in sales value under different schemes as
per given targets
Planning strategy PC6. plan sales strategy to increase in sales value

PC7. achieve increase in footfall of customers in the store
Managing the sales & PC8. motivate sales force to achieve the sales target, helping them in closing a
operational staff sale by timely intervention
PC9. restrict the number of human resource issues raised in the store or avoid
them
PC10. address customer feedback on sales executives
Reviewing sales PC11. interpret sales data and understand the sales pattern and performance of
performance the store
PC12. decide on actions to be taken based on analysis of sales and other
relevant data
Knowledge and Understanding (K)
6
A. Organizational The user/individual on the job needs to know and understand:

Context KA1. company’s policies on: acceptable limits of stone loss, incentives, delivery
(knowledge of the standards, safety and hazards, integrity and personnel management
KA2. non-disclosure of “confidential information” provided by the company
company/organisation
either orally or in writing marked as confidential
and its process) KA3. liability arising out of loss, theft or inadvertent disclosure of confidential
information
KA4. company’s sales policy
KA5. regulations and standards of jewellery industry
KA6. company’s various saving scheme offerings
KA7. regulatory requirements of retailing
KA8. companys’s human resource policy
KA9. company’s policies related to dress code and etiquette
KA10. company’s stock management policy
KA11. company’s personnel policy
KA12. company’s performance appraisal policy
KA13. organisation’s history and culture
KA14. documentation and reporting practices followed in the organization
B. Technical Knowledge The user/individual on the job needs to know and understand:
KB1. jewellery value chain
KB2. precious metal their characteristics and differences
KB3. different types of diamonds, precious stones, semi-precious gemstones
and their characteristics
KB4. jewellery characteristics such as karatage, colour, fineness, hallmarking,
gemstone-cut, clarity, carat, colour and grading process
KB5. different types of jewellery styles, origin, making technique and value of
components
KB6. jewellery making process such as handmade, casting, machine made,
electroforming etc.,
KB7. jewellery preferences of customers from different geographies or a
community or occasion
KB8. jewellery industry trends and fashion
KB9. seasonality of jewellery sales promotion
KB10. competition, their products, practices and pricing
KB11. demographics of the location
KB12. marketing and various promotional methods
KB13. human resource management
KB14. marketing and promotions management
Skills (S) [Optional]

A. Core Skills/ Generic Writing Skills
Skills
7
The user/ individual on the job needs to know and understand how to:
SA1. maintain and record the sales data for store, section or counter
SA2. prepare consolidated report on stocks in the store periodically
Reading Skills
SA3. read the sales data of sales executives and floor managers to take
appropriate decisions for their career progression
Oral Communication (Listening and Speaking skills)
SA4. interact and resolve customer concerns

SA5. interact with sales executives, floor managers or superiors at corporate
office as per requirement
SA6. monitor the sales of the counters on the floor or section, address and
resolve the grievances
SA7. motivate staff or sales associate for better performance
B. Professional Skills Decision Making

SB1. decide on what type of product to be stocked or displayed considering
seasonality and other parameters
SB2. decide on what type of display and style to be chosen for visual
merchandising
SB3. decide on any new saving schemes to be opened or promotion needs to be
conducted
Plan and Organize
SB4. plan and organize resources to be available in various sections
SB5. plan and organize the carnivals or promotions conducted during a season
or festival
SB6. plan and organize the store upkeep to enhance customer’s shopping
experience
SB7. plan for additional human resource and facilities required during the
seasonal sale and make arrangement for the same
SB8. manage the staff or sales associate in the store which includes setting sales
target, review of performance, scheduling of work
Customer Centricity
SB9. build customer relationships and use customer centric approach
SB10. record customer complaints systematically and negative feedback during
carnival sales
Problem Solving
8
SB11. resolve any human resource related disputes or conflicts

SB12. resolve amicably, disputes with dissatisfied customers
Analytical Thinking
SB13. analyse available data and take decisions such as demand estimation
SB14. analyse sales pattern and take measures to increase the contribution of
floor sales
SB15. analyse demography of the location to decide on type of jewellery to
stock, marketing activity to be undertaken, etc.
SB16. analyse competition performance and strategize on improving the store’s
performance
Critical Thinking
SB17. monitor sales teams and suggest innovative ways to improve sales
performance
9
G&J/Q8204 Manage sales and human resource in jewellery store
NOS Version Control
NOS Code G&J/N8204

Credits(NSQF) TBD Version number 1.0
Industry Gems and Jewellery Drafted on 28/08/2016
Industry Sub-sector Jewellery Retailing Last reviewed on 15/05/2018
Retail store
Occupation management Next review date 15/05/2022
10
G&J/N6802 Explain to customers about jewellery product offerings
----------------------------------------------------------------------------------------------------------------------------- ---------------
Overview
This unit is about explaining the various product offerings of the jewellery store to the
customers. This is very important because the spread of the product in terms of origin, making
technique, product category, metals and stones used etc. is very large and therefore it is
essential to explain the customers about the product.
11
Unit Code G&J/N6802

Unit Title
Explain to customers about jewellery product offerings
(Task)
Description This OS unit is about explaining the various product offerings of the jewellery store to
the customers

 Making customer aware of precious metal i.e. Gold, Silver, Platinum jewellery
 Making customer aware of studded jewellery
Making customer To be competent, the user/individual on the job must be able to:
aware of precious PC1. explain the customer about the characteristics of precious metals i.e. gold,
metal jewellery silver and platinum
PC2. assist customer to understand the product in terms of relevance, making, etc.
PC3. answer all customer queries with reference to product characteristics
PC4. provide acceptable suggestions or solutions to customer queries
PC5. ensure that customer is fully aware of all the aspects of the jewellery bought
PC6. explain to the customer about standards, hallmarking and certifications for
jewellery sold in store
Making customer PC7. demonstrate accurately the characteristics of diamond and its authenticity
aware of studded PC8. explain to customers about types of settings such as prongs, bezel, channel,
jewellery pave, tension
PC9. explain customers about different type of diamonds available in the market
such as synthetic, simulants
PC10. introduce customers to semi-precious gemstone-jewellery offerings in the
store
PC11. introduce customers with different types of beads and briolette jewellery
available
PC12. explain the characteristics of different gemstones
PC13. introduce customers to different types of pearl jewellery available in the retail
area and explain the different types of pearls, for example - natural, cultured
etc. and explain the characteristics of these jewellery
PC14. explain customers about different type of artificial diamonds available in the
market such as synthetic and simulants
PC15. assist customer to understand the product in terms of relevance, making, etc.
PC16. answer all customer queries with reference to product characteristics
PC17. provide acceptable suggestions or solutions to customer queries
12

Context KA1. organisation’s history and culture
KA2. company’s policies on: personnel management, relevant legislation,
standards, policies, and procedures followed in the company
KA3. non-disclosure of “confidential information” provided by the company either
orally or in writing marked as confidential
KA4. liability arising out of loss, theft, or inadvertent disclosure of confidential
information
KA5. retail store layout and different departments in the store
KA7. company’s various jewellery product offerings
B. Technical KB15. basics of jewellery value chain from mining to consumption

Knowledge KB16. precious metals jewellery such as gold, platinum, silver along with their
characteristics and differences
KB17. characteristics of precious metal jewellery such as karatage, colour, fineness,
hallmarking
KB18. different types of jewellery within a specified category, for example, white
gold jewellery and their characteristics such as alloy used, coating used, etc.
for example, rhodium coated, alloy containing nickel, palladium
KB19. different types of jewellery, their style and origin, making technique and value
of components
KB20. significant characteristics of a jewellery, for example, making technique or
style and ability to educate the uninitiated customer
KB21. specialised Indian jewellery such as kundan, jadau, kolhapuri, stamping, etc.,
and their uniqueness
KB22. various types of jewellery making process such as handmade, casting,
machine made, electroforming, etc.
KB23. soldering techniques such as cadmium based, non-cadmium based, etc. and
their benefits
KB24. various types of finishing possible in jewellery such as enamel, geru finish,
sand blasting, etc.
KB25. methods of assaying such as touchstone, using xrf machine, fire assaying, etc.,
to test the purity of gold
KB26. Bureau of Indian Standards (BIS) for hallmarking
KB27. different types of jewellery and characteristics such as origin, region specific,
relevance to occasion, community specific, etc.
KB28. different types of diamond, precious stones, semi-precious stones including
pearl and their characteristics
KB29. 4cs of diamond such as cut, clarity, carat and colour
KB30. diamond grading process
KB31. different types of settings in diamond jewellery
13
KB32. jewellery preferences of customers from different geographies or

communities
KB33. different types and combinations of jewellery required for special occasions
KB34. product mix and match, i.e., what type of jewellery goes well with another
jewellery or dress
A. Core Skills/ Writing Skills
Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. record a call discussion made with customers through telephone
SA2. write e-mails to customers with mailing etiquette
Reading Skills
SA3. read English and other languages
SA4. read about new design or type of jewellery introduced in the store through
catalogues, brochures and pamphlets
Oral Communication (Listening and Speaking Skills)
SA5. listen to and understand the requirements of the customer
SA6. talk about the store’s product offerings and those that may suit customer’s
requirement
SA7. interact in a language which the customer is comfortable with
SA8. avoid personal biases to creep into interactions with customers
N. A.
Plan and Organise
N. A.
Customer Centricity
SB1. develop a rapport with customer to understand their requirement, taste,
lifestyle preferences, etc. to offer product
Problem Solving
N. A.
Analytical Thinking
SB2. analyse the customer’s requirement for products on various aspects such as
type of jewellery, purpose of buying, budget, lifestyle of customers, wearing
pattern, community requirement, etc. in order to offer best available
alternative
Critical Thinking
N. A.
14
NOS Version Control
NOS Code G&J/N6802
Credits (NSQF) TBD Version number 1.0

Industry Gems & Jewellery Drafted on 28/08/2016
Occupation Selling Next review date 15/05/2022
15
G&J/Q8205 Manage the jewellery store operations
----------------------------------------------------------------------------------------------------------------------------- -------------
National Occupational
Standard
Overview
This unit is about managing the retail store, shop-in-shop or mall while being responsible for
Jewellery store up-keep and atmosphere, visual merchandising, inventory and stock
management, cash handling, safety, security and organizing promotional schemes.
16
Unit Code G&J/Q8205

Unit Title
Manage the jewellery store operations
(Task)
Description This OS unit is about supervising and managing store up-keep and atmosphere,
customer service, visual merchandising, inventory and stock management, safety and
security, organizing promotional schemes.

 Visual merchandising of jewellery store
 Managing inventory and stock
 Maintaining and controlling store atmosphere, safety and security
 Organising for promotional sales

Visual merchandizing To be competent, the user/individual on the job must be able to:
of jewellery store PC1. make sure the posters, signages, window display all the necessary
information about the store and are at the right place and should be clearly
visible as per organisation norms
PC2. conduct and evaluate research on lifestyle concepts, current trends in unique
display design or themes, equipment and materials
PC3. examine and decide on the theme or ideas of jewellery products display as
per the design style, target market needs, season, festival and carnival for the
store floor or section.
PC4. ensure consistency in the display of products and in line with organisational
standards
PC5. record the customer review on display of jewellery products and record those
systematically
PC6. share information about the visual merchandising activity followed by
competitive jewellery brand from time to time
Managing inventory PC7. maintain adequate stock of each category of jewellery at any point of time
and stock PC8. plan specific jewellery inventory pattern based on customer profile, market
trends and season
PC9. inventory system should record accurately & regularly listing of all jewellery
and store products like repair pieces or order sample pieces or exchange
pieces received from customer, inter-store transfer pieces and pieces carried
by sales person etc.,
17
PC10. inventory reconciliation based on predefined periodicity
Maintaining and PC11. co-ordinate with housekeeping team and maintain well-ventilated, lighted,
controlling store clean and clutter free store area for trouble-free shopping.
atmosphere, safety PC12. address customer queries and resolve complaints if any amicably
and security PC13. ensure that there is no loss or shoplifting or pilferage of jewellery by
following the display polices at counter, safe or vault security, employee
frisking policies etc., laid by the organisation.
PC14. ensure the proper installation or maintenance of video surveillance cameras,
close circuit television, alert set up or alarm etc.,
PC15. ensure in case of potential theft raise alarm, report superiors in time and
record incident in log books accurately.
Organising for
promotional sales PC16. address customer complaints and negative feedback during promotional
sales
PC17. maintain the standards decided for the promotional sale
Context KA1. company’s policies on: acceptable limits of stone loss, incentives, delivery
(knowledge of the standards, safety and hazards, integrity and personnel management
KA2. non-disclosure of “confidential information” provided by the company either
orally or in writing marked as confidential
and its process)
information
KA4. company compliance requirement applicable to retailing
KA5. organizational history and culture
KA6. regulatory and government requirements on jewellery retailing
KA7. organizational structure
KA9. company’s policies related to dress code and etiquette
KA10. documentation and reporting practices followed in the organization
KA11. regulatory and government requirements on jewellery retailing
KA12. return and exchange policies followed by the company
KA13. company’s stock management policies
KA14. company’s order procurement process
KA15. company policy on visual merchandising and the signage to be used
KA16. company’s carnival sales policy on price, discounts, offers, product category
wise offers, etc.
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. jewellery retailing and major differences from other forms of retailing
KB2. the concept of visual merchandising
KB3. the floor plan and sizes of areas to be used for display
KB4. the principles, objectives and materials of window display
18
KB5. visual merchandising: type and style of display to be adopted, display

equipments which would not affect the product, etc.
KB6. target market consumer behavior and aspirations
KB7. hall marking standards for gold and silver jewellery
KB8. retail store management which includes human resource management,
coordinating with external agencies, admin activities, etc.
KB9. security procedures, material movement, etc., to be followed
KB10. industry trends and decision on jewellery to be stocked accordingly
KB11. general industry trends such as seasonality effects, gold price and festivals to
estimate demand
KB12. forecasting and estimation of product requirement, considering various
parameters for jewellery product sales
KB13. basic finance, budgeting and accounting
Generic Skills the user/ individual on the job needs to know and understand how to:
SA1. maintain and record the sales data for store, section or counter
SA2. prepare consolidated report on stocks in the store periodically
Reading skills
SA3. read and comprehend written instructions describing new design details from
external forums such as forecasting magazine and websites
SA4. keep abreast with latest trend by reading brochures, magazine and product
information sheet
SA5. coordinate with sales executive, floor managers and other departments in the
retail store, about the promotion, offers and pricing policy to be followed
during seasonal sales
SA6. train staff or sales associate by examples
SA7. give feedback in order to improve the performance of staff or sales associate
SA8. provide an encouraging work environment; open to discussion for continual
improvement
SA9. motivate staff or sales associate to comply with company’s rules and
standards
SA10. communicate different processes, procedures, standards, targets, etc., to be
followed

SB1. decide on what type of product to be stocked or displayed considering
seasonality and other parameters
19
SB2. decide on what type of display and style to be chosen for visual
merchandising
SB3. decide on any new saving schemes to be opened or a promotion which needs
to be conducted
Plan and Organize
SB4. plan and organize resources to be available in various sections
SB5. plan and organize the carnivals or promotions conducted during a seasonal or
festival
SB6. plan and organize the store upkeep to enhance customer shopping
experience
SB7. plan for additional staff and facilities required during the season sale and
make arrangement for the same
Customer Centricity
SB8. check if own/ peer service satisfies or meets customer requirements
SB9. build customer relationships and use customer centric approach
SB10. deliver consistent and reliable service to customers
SB11. work effectively in a customer facing environment
Problem Solving
SB12. resolve any additional staff related disputes or conflicts
SB13. resolve amicably, disputes with dissatisfied customers
Analytical Thinking
SB14. analyze the data available and take decisions such as demand estimation etc.,
SB15. analyze sales pattern and take measures to increase the contribution of floor
sales
SB16. analyze the sales data
Critical Thinking
SB17. critically evaluate the processes of establishing needs to identify areas of
innovation in design
SB18. critically evaluate the processes of the store that result in better workflow
and performance
20
NOS Version Control
NOS Code G&J/N8205

Retail store
21
G&J/N8206 Interact with Others
----------------------------------------------------------------------------------------------------------------------------- ---------------
Standard
Overview
This unit is about interacting with sales executives, customers and others to achieve the
deliverables on schedule.
22
Unit Code G&J/N8206

Unit Title
Interact with Others

(Task)
Description This OS unit is about interacting and coordinating with the personnel of all
departments in the retail organisation

 Interacting with sales executive
 Interacting with customers
 Interacting with vendors

Interacting with sales To be competent, the user/individual on the job must be able to:
executives PC1. explain clearly the purpose, goals and scope of work in the store to the team
PC2. motivate and make the team members understand, how their individual
target achievement, contributes towards meeting organisational goal
PC3. encourage team members to provide feedback on various issues such as their
individual targets, safety and security etc.
PC4. appraise the team performance at intervals and evaluate for improvements
PC5. communicate appraisal reports to the team members individually
Interacting with PC6. greet the customers as per company norms
customers PC7. assess the customer’s broad and specific requirements
PC8. address customer complaints with right solution
Interacting with
vendors PC10. identify potential vendors for new or existing material by floating request for
proposal
PC11. adhere to nondisclosure policy of the company in all outside coordination
with vendors
PC12. coordinate the process of preparation of request for proposal based on the
budgetary quotes, vendor audits, etc., with the consent of senior
management
PC13. coordinate the progress of jewellery items from vendor as per timeline laid
down in the contract
PC14. ensure the quantity and specifications of sourced jewellery products
received is as per order placed and in case of any discrepancies record, report
systematically and initiate return policy with the vendor
23

Context(knowledge of KA1. company’s policies on non-disclosure of “confidential information” provided
the by the company either orally or in writing marked as confidential
information
and its process) KA3. company’s policies on: preferred language of communication, reporting and
escalation policy, quality delivery standards, and personnel management
KA4. organisational structure
KA5. retail store’s hierarchical and reporting structure
KA6. company’s personnel policy
KA7. documentation and reporting practices in the organization
KA8. organisational history and culture
B. Technical The user/individual on the job needs to know and understand:
Knowledge KB1. principles of customer relationship management
KB2. various categories of people that one is required to communicate and
coordinate within the organization
KB3. roles played by other departments in serving the customer
KB4. appropriate people to contact for various functions, for example loss of stock
needs to be reported to the inventory controller
KB5. functional and process knowledge of other departments to understand the
terminologies used during the interaction
KB6. check list for vendor audit
KB7. importance of effective communication in the workplace
KB8. importance of teamwork in the organization and individual success
KB9. various components of effective communication and resolving conflicts
KB10. barriers to effective communication
KB11. importance of avoiding casual expletives and unpleasant terms while
communicating in the professional circle
KB12. how to express and address grievances appropriately and effectively
KB13. what constitutes disciplined behavior for a working professional

Generic Skills The user/ individual on the job needs to know and understand how to:
SA1. write instructions, remarks, job sheets, basic information, technical details
etc., in preferred local language of communication and English.
SA2. raise request to coordinate with other departments in the system such as
order placement
Reading Skills
24
SA3. read job sheets and interpret technical details mentioned in the job sheet
SA4. undertake background research on the vendors and clients
SA5. scrutinize details of preliminary proposals submitted
SA6. communicate effectively with other department personnel in order to achieve

smooth sales
SA7. effectively negotiate business and financial terms with the customer
SA8. communicate discrepancies observed in material received against order to
vendors
SA9. communicate customer requirements to relevant teams
SA10. discuss task lists, schedules, and work-loads with sales executives and other
staff
SA11. be a good listener
SA12. be effective in communicating the issues faced to the promoter
SA13. train sales executives to achieve their goals and targets.
SA14. educate team members on the hall marking standards.
SA15. how to resolve conflict at work
The user/individual on the job needs to know and understand:
SB1. how to spot and communicate potential areas of disruptions to work process
and report the same
SB2. how to decide and annul a contract with vendor in case of serious issue as per
company policy
Plan and organize
SB3. how to record and clearly communicate, information or sales target to be
achieved to the sales executives and other staff
Customer Centricity
SB4. how to develop a rapport with customer to understand their requirement,

taste, lifestyle preferences, etc.
SB5. how to convey accurate information to all internal as well as external
customers (or right information to right person)
SB6. how to answer all customers’ queries with respect to product characteristics.
SB7. how to delight the customer with the shopping experience
Problem Solving
SB8. how to handle critical situations caused due to communication issues at

workplace and solve problems without blaming others
SB9. how to identify problems in working with sales executives and take the
initiative to solve these problems
SB10. how to report any concerns to senior management
SB11. how to report any stock related issues to inventory controller
25
Analytical Thinking
SB12. how to analyze the customer’s requirement for products on various aspects
such as type of jewellery, purpose of buying, budget, lifestyle of customers,
wearing pattern, community requirement, etc., in order to offer best available
alternative
SB13. how to use prior experience to observe and reflect for development of ideas
Critical thinking
SB14. how to evaluate and analyze reasons for unclosed sales and the strategy not
to repeat the same in future
SB15. how to spot process disruptions, delays and report and communicate with
solutions
26
NOS Version Control
NOS Code G&J/N8206

Retail store
27
G&J/N9902 Maintain health and safety at workplace
----------------------------------------------------------------------------------------------------------------------------- ----------
Standard
Overview
This unit is about commitment towards reporting potential hazards, taking preventive
measures to avoid accidents at work place, to maintain health and safety of self and
colleagues.
28
Unit Code G&J/N9902

Unit Title
Maintain health and safety at workplace

(Task)
Description This OS unit is about being aware of, communicating and taking steps towards
minimizing potential hazards and dangers of accidents on the job and maintaining
health and safety at workplace
 Health and safety in work area
 Fire safety
 Emergencies, rescue and first aid procedures

Health and safety in To be competent, the user/individual on the job must be able to:
work area PC1. identify and use appropriate protective clothing/equipment for specific
tasks and work
PC2. identify hazardous job activities in his/her job and communicate the
possible causes of risks or accidents in the workplace
PC3. carry out safe working practices while dealing with hazards to ensure
safety of self and others
PC4. identify and avoid doing any tasks or activities in a wrong posture
PC5. practice appropriate working postures to minimise occupational health
related issues
Fire safety PC6. use the appropriate fire extinguishers on different types of fire
PC7. demonstrate rescue techniques applied during fire hazard
PC8. demonstrate good housekeeping in order to prevent fire hazards
PC9. demonstrate the correct use of any fire extinguisher
Emergencies, rescue and PC10. provide appropriate first aid procedure to victims wherever required eg.in
first aid procedures case of bleeding, burns, choking, electric shock etc.,
PC11. respond promptly and appropriately to an accident or medical emergency
PC12. participate in emergency procedures such as raising alarm, safe
evacuation etc.,

Context(knowledge of KA1. company’s policies on: safety and hazards and personnel management
the KA2. names and location of documents that refer to health and safety in work
place
KA3. reporting structure
and its process)
29
B. Technical Knowledge The user/individual on the job needs to know and understand:
KB1. meaning of “hazards” and risks
KB2. health and safety hazards commonly present in the work place and related
precautions
KB3. various dangers associated with use of electrical equipment
KB4. preventative and remedial actions to be taken in case of exposure to toxic
material
KB5. methods of accident prevention
KB6. how different chemicals react and the related hazards
KB7. how to use machines and tools without causing any accident
KB8. importance of using protective clothing/ equipment while working
KB9. precautionary activities to prevent the fire accident
KB10. various causes of fire
KB11. techniques of using different fire extinguishers
KB12. different materials used for extinguishing fire
KB13. rescue techniques applied during a fire hazard
KB14. various types of safety signs and their meaning
KB15. appropriate basic first aid treatment relevant to different condition e.g.
bleeding, minor burns, eye injuries etc.,
KB16. casualty lifting in case of an accident caused to a person
A. Core Skills/ Generic Writing Skills
Skills The individual on the job needs to know and understand how to:
N.A.
Reading Skills
SA1. read and comprehend basic content to read labels, charts, signages
SA2. read and comprehend basic English to read manuals of operations
SA3. communicate effectively the risk of not following safety measures

The user/individual on the job needs to know and understand:
SB1. respond to emergencies/accidents, by taking an appropriate and timely
decision
Plan and Organize
SB2. organize work schedule, work area, tools, equipment and material to
minimize health and safety risk
Customer Centricity
N.A.
Problem Solving
30
SB3. ensure appropriate action in case of any emergencies, accidents or fire at

the work location
Analytical Thinking
SB4. analyze untoward incidents from the past and implement correct use of
machines, tools or hazardous chemicals
Critical thinking
SB5. critically analyze the processes carried out by self and colleagues in the
department to spot potential hazards and safety issues
31
NOS Version Control
NOS Code G&J/N9902

Retail store
32
G&J/Q8204 Qualifications Pack for Jewellery Store Floor Supervisor
Annexure
Nomenclature for QP and NOS
Qualifications Pack
9 characters
[G&J]/ Q 0101
[Insert 3 letter code for SSC] QP number (2 numbers)
Q denoting Qualifications Pack Occupation (2 numbers)
Occupational Standard
An example of NOS with ‘N’ 9 characters

[G&J] / N 0101
[Insert 3 letter code for SSC] OS number (2 numbers)
N denoting National Occupational Standard Occupation (2 numbers)
33
Back to top…
G&J/Q8204 Qualifications Pack for Jewellery Store Floor Supervisor
The following acronyms/codes have been used in the nomenclature above:
Sub-sector Range of Occupation numbers
Handmade gold and gems-set 01-11

jewellery
Imitation Jewellery 12-20
Cast and diamond-set jewellery 21-40
Diamond processing 41-60
Gemstone processing 61-80
Jewellery retailing 81-90
Silver Smithing 91-98
Common 99
Sequence Description Example
Three letters Industry name G&J

Slash / /
Next letter Whether QP or NOS N
Next two numbers Occupation code 01
Next two numbers OS number 01
34
Criteria For Assessment Of Trainees

Qualification PackG&J/Q8204
Sector Skill Council Gems & Jewellery
Guidelines for Assessment
1. Criteria for assessment for each Qualification Pack will be created by the Sector Skill Council. Each Performance
Criteria (PC) will be assigned marks proportional to its importance in NOS. SSC will also lay down proportion of
marks for Theory and Skills Practical for each PC.
2. The assessment for the theory part will be based on knowledge bank of questions created by the SSC.
3. Assessment will be conducted for all compulsory NOS, and where applicable, on the selected elective/option
NOS/set of NOS.
4. Individual assessment agencies will create practical tests for skill evaluation for candidates at every
examination/training centre. (As per assessment criteria below)
5. To pass the Qualification Pack, every candidate should score a minimum 70% of aggregate marks to successfully
clear the assessment.
6. In case of successfully passing only certain number of NOSs, the candidate is eligible to take subsequent
assessment to pass the Qualification Pack.
7. In case of unsuccessful completion, the trainee may seek reassessment on the Qualification Pack.
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
Assessment Assessment Criteria for Theory
Total Marks Out Of Practical
outcomes outcomes
1.G&J/N8204
PC1. ensure that sales target is
Manage sales
met for each jewellery product 8 2 6
and human
category in the store
resource
PC2. ensure that sales target is
met for gold/jewellery saving
8 2 6
schemes or plans
Pc3.complete the average ticket

size (sales value per customer)
8 2 6
for the store
110
PC4. attain high sales conversion
12 3 9
rate in the store
PC5. plan sales strategy to
increase in sales value under
different schemes as per given 11 2 9
targets
PC6.plan sales strategy to

6 1 5
increase in sales value
35
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
PC7. achieve increase in footfall

6 1 5
of customers in the store
PC8. motivate sales force to
10 2 8
achieve the sales target
PC9. motivate sales force to
achieve the sales target, helping
them in closing a sale by timely 9 2 7
intervention
PC10. address customer

feedback to sales executives and 12 2 10
floor managers
PC11. interpret sales data and
understand the sales pattern 10 2 8
and performance of the store
PC12. decide on actions to be
taken based on analysis of sales 10 2 8
and other relevant data
Sub Total 110 23 87
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
Assessment Theory
Assessment Criteria for outcomes Total Marks Out Of Practical
outcomes
2. G&J/N6802
Explain to PC1. Explain the customer about
customers the characteristics of precious
3 2 1
about jewellery metals i.e. gold, silver and
product platinum
offerings
PC2. Assist customer to
understand the product in terms of 3 1 2
relevance, making, etc.
50
PC3. Answer all customer’s queries
with reference to product 3 1 2
characteristics
PC4. Provide acceptable

suggestions or solutions to 2 1 1
customer queries
36
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
Assessment Theory
outcomes
PC5. Ensure that customer is fully

aware of all the aspects of the 2 1 1
jewellery bought
PC6. Explain to the customer about

standards, hallmarking and
4 1 3
certifications for jewellery sold in
store
PC7. Demonstrate accurately the

characteristics of diamond and its 3 1 2
authenticity
PC8. Explain to customer’s

different types of settings such as
3 1 2
prongs, bezel, channel, pave,
tension
PC9. Explain customers about

different type of diamonds
3 1 2
available in the market such as
synthetic, simulants
PC10. Introduce customers to

semi-precious gemstone-jewellery 3 1 2
offerings in the store
PC11. Introduce customers with

different types of beads and 3 1 2
briolette jewellery available
PC12. Explain the characteristics of
3 1 2
different gemstones
PC13. Introduce customers to
different types of pearl jewellery
3 1 2
available in the retail area and
explain the different types
PC14. Explain customers about
different type of artificial
3 1 2
diamonds available in the market
such as synthetic and simulants
PC15. Assist customer to

understand the product in terms of 2 1 1
relevance, making, etc.
37
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
Assessment Theory
outcomes
PC16. Answer all customer’s

queries with reference to product 2 1 1
characteristics
PC17. Provide acceptable

suggestions or solutions to 2 1 1
customer queries
PC18. Ensure that customer is fully

aware of all the aspects of the 3 1 2
jewellery bought
Sub Total 50 19 31
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
PC1. make sure the signage

displays all the necessary
3. G&J/N8205
information about the store at
Manage the 7 1 6
right place and should be clearly
store operations
visible as per organisation norms
PC2 conduct and evaluate

research on lifestyle concepts,
current trends in unique display 6 1 5
design or themes, equipment
and materials
PC3. examine and decide on the
theme or ideas of jewellery
110
product’s display as per the
design style, target market 7 2 5
needs, season, festival and
carnival for the store floor or
section.
PC4. ensure consistency in the
display of products and in line
7 1 6
with organisational standards
PC5. record the customer review

on display of jewellery products
7 1 6
and record those systematically
38
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
PC6 share information about the

visual merchandising activity
followed by competitive 7 2 5
jewellery brand from time to
time
PC7. maintain adequate stock of
each category of jewellery at any 7 2 5
point of time
PC8. plan specific jewellery
inventory pattern based on
customer profile, market trends 8 2 6
and season
PC9. inventory system should

record accurately & regularly
listing of all jewellery and store
products like repair pieces or
order sample pieces or exchange 6 1 5
pieces received from customer,
inter-store transfer pieces and
pieces carried by sales person
etc.,
PC10. inventory reconciliation
7 1 6
based on predefined periodicity
PC11. co-ordinate with
housekeeping team and
maintain well-ventilated, lighted, 9 2 7
clean and clutter free store area
for trouble-free shopping.
PC12 address customer queries
and resolve complaints if any 8 1 7
amicably
PC13. ensure that there is no
loss or shoplifting or pilferage of
jewellery by following the
display polices at counter, safe
5 1 4
or vault security, employee
frisking policies etc., laid by the
organisation.
PC14. ensure the proper

installation or maintenance of
video surveillance cameras, close 5 1 4
circuit television, alert set up or
alarm etc.,
PC 15. ensure in case of
potential theft raise alarm, 4 1 3
report superiors in time and
39
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
record incident in log books

accurately
complaints and negative
feedback during promotional 6 2 4
sales
PC 17. maintain the standards

decided for the promotional
sale, maximize the sales under 4 1 3
different schemes as per given
targets
Sub Total 110 23 87
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
4. G&J/N8206 PC1. explain clearly to the team

2
Interact with the purpose, goals and scope of 7 5
others work in the store
PC2. motivate and make the

team members understand, how
their individual target
achievement, contributes 7 2 5
towards meeting organisational
goal
PC3. encourage team members 110

to provide feedback on various
issues such as their individual 7 1 6
targets, safety and security etc.
PC4. appraise the team

performance at intervals and 6 2 4
evaluate for improvements
PC5. communicate appraisal
reports to the team members 8 2 6
individually
PC6. greet the customers as per
6 1 5
company norms
40
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
PC7. assess the customer’s

7 1 6
broad and specific requirements.
10 2 8
complaints with right solution
PC9. ensure that customer is
fully aware of all the aspects of 12 2 10
the jewellery bought.
PC10. identify potential vendors
for new or existing material by
6 2 4
floating request for proposal
PC11. adhere to nondisclosure

policy of the company in all
outside coordination with 10 2 8
vendors
PC12. coordinate the process of

preparation of request for
proposal based on the budgetary
8 2 6
quotes, vendor audits, etc., with
the consent of senior
management
PC13. coordinate the progress of
jewellery items from vendor as
per timeline laid down in 9 1 8
contract.
PC14. ensure the quantity and

specifications of sourced
jewellery products received is as
per order placed and in case of
7 2 5
any discrepancies record, report
systematically and initiate return
policy with the vendor
Sub Total 110 24 86
41
Compulsory NOS
Marks Allocation
Total Marks: 400
Skills
outcomes outcomes
5. G&J/N9902 PC1. identify and use

Maintain health appropriate protective
2 0 2
and safety at clothing/equipment for specific
workplace tasks and work
PC2. identify hazardous job
activities in his/her job and
communicate the possible 1 0 1
causes of risks or accidents in
the workplace
PC3. carry out safe working
practices while dealing with
1 0 1
hazards to ensure safety of self
and others
PC4. identify and avoid doing
any tasks or activities in a wrong 2 0 2
posture
PC5. practice appropriate
working postures to minimise
2 1 1
occupational health related
issues
PC6. use the appropriate fire
extinguishers on different types 20 1 0 1
of fire
PC7.demonstrate rescue
techniques applied during fire 2 0 2
hazard
PC8. demonstrate good
housekeeping in order to 1 0 1
prevent fire hazards
PC9.demonstrate the correct use
2 0 2
of any fire extinguisher
PC10. administer appropriate
first aid procedure to victims
wherever required eg.in case of 1 0 1
bleeding, burns, choking, electric
shock etc.
PC11. respond promptly and
appropriately to an accident or 3 1 2
medical emergency
PC12. participate in emergency
procedures such as raising
alarm, safe evacuation, correct 2 1 1
means of escape, correct
assembly point etc.,
Total 20 3 17
42

GJQ8204 Jewellery Store Floor Supervisor 1 18.05.2018

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Qualifications Pack for Jewellery Store Floor Supervisor

QUALIFICATIONS PACK - OCCUPATIONAL STANDARD

Personal Attributes: The job requires the person to have customer-centric

Qualifications Pack Code G&J/Q8204

Credits (NSQF) TBD Version number 1.0

NSQC Clearance on DD/MM/YYYY

*only after clearance from NSQC

Supervising and managing smooth and successful store

1. G&J/N8204 Manage sales and human resource in

Performance Criteria As described in the relevant OS units

Keywords /Terms Description

Keywords /Terms Description

NSQF National Skills Qualifications Framework

Unit Code G&J/N8204

Manage sales and human resource in jewellery store

Performance Criteria(PC) w.r.t. the Scope

Planning strategy PC6. plan sales strategy to increase in sales value

Knowledge and Understanding (K)

A. Organizational The user/individual on the job needs to know and understand:

Skills (S) [Optional]

SA4. interact and resolve customer concerns

B. Professional Skills Decision Making

SB11. resolve any human resource related disputes or conflicts

NOS Version Control

NOS Code G&J/N8204

Unit Code G&J/N6802

Scope This unit/task covers the following:

Knowledge and Understanding (K)

B. Technical KB15. basics of jewellery value chain from mining to consumption

KB32. jewellery preferences of customers from different geographies or

NOS Version Control

NOS Code G&J/N6802

Credits (NSQF) TBD Version number 1.0

Occupation Selling Next review date 15/05/2022

Unit Code G&J/Q8205

Scope This unit/task covers the following:

Performance Criteria(PC) w.r.t. the Scope

PC10. inventory reconciliation based on predefined periodicity

KB5. visual merchandising: type and style of display to be adopted, display

B. Professional Skills Decision Making

NOS Version Control

NOS Code G&J/N8205

Unit Code G&J/N8206

Interact with Others

Scope This unit/task covers the following:

Performance Criteria(PC) w.r.t. the Scope

Knowledge and Understanding (K)

Skills (S) [Optional]

SA6. communicate effectively with other department personnel in order to achieve

SB4. how to develop a rapport with customer to understand their requirement,

SB8. how to handle critical situations caused due to communication issues at

NOS Version Control

NOS Code G&J/N8206

Unit Code G&J/N9902

Maintain health and safety at workplace

Performance Criteria(PC) w.r.t. the Scope

Knowledge and Understanding (K)

B. Professional Skills Decision Making

SB3. ensure appropriate action in case of any emergencies, accidents or fire at

NOS Version Control

NOS Code G&J/N9902

Nomenclature for QP and NOS

[Insert 3 letter code for SSC] QP number (2 numbers)