| Document Name | Description | Last Updated |
|---|---|---|
| Sales Accounting Marketing “Deferred Interest” is Not the Same as “No Interest” | Explains the difference between deferred interest and no interest and provides the required promotional disclosure language. | 30 October 2008 |
| Sales Accounting 5-Digit Invoices | How to handle sales when the computer system is down using 5-Digit Invoices. | 08 March 2013 |
| Sales Accounting A Completed Sale | What constitutes a completed sale at Leo Hamel Fine Jewelers and how completion affects earning the 25% portion of commissions. | 30 August 2024 |
| Sales Add-Ons Defined | How to define, track, calculate, and report add-on sales to improve sales performance. | Never revised |
| Sales Buyers Accounting Additional Commission for Reviews | How sales staff and estate buyers can earn additional commission by obtaining and verifying customer reviews on Google, Yelp, or Facebook. | 27 May 2025 |
| Reception Sales Logistics Address Corrections | How reception, sales, and shipping staff should handle returned mail and update or remove customer addresses. | 02 September 2010 |
| Buyers Inventory Sales Adjusted Cost Definition | How the term "Adjusted Cost" is defined and applied to estate buys, wholesale and retail pricing, inventory valuation, shipping and repair costs, and related commissions. | 07 August 2006 |
| Marketing Sales Advertising Must Sell | Why advertising must focus on selling in-stock products now and be measured by ROI to prove effectiveness. | Never revised |
| Sales American Express Charges | How to verify American Express charges to prevent fraud when accepting in-store and telephone orders. | 01 November 1998 |
| Sales Accounting American Express Traveler’s Checks | How to verify the authenticity of American Express Traveler's Checks and steps staff should take when accepting them. | 14 February 2011 |
| Accounting Sales Repair Apple Pay Types Not Accepted | Apple Pay Types Not Accepted explains that the store will not accept Apple Pay or other mobile wallet payments because of fraud risk and requires customers to present physical credit cards. | Never revised |
| Sales Repair Accounting SDGL Appraisal Fees | Appraisal Fees explains how SDGL (Elliot) insurance and non-insurance appraisals are scheduled, charged, and invoiced. | 31 May 2025 |
| Accounting Sales Bank Wire Transfers | How to provide bank details and contact information for customer-initiated wire transfers and require accounting to verify receipt before shipping. | 24 May 2024 |
| Sales Repair Accounting Beware Credit Card Scams | How to identify and prevent credit card scams to avoid chargebacks. | 12 March 2013 |
| Buyers Sales Buy Customer Referral Checks | How to award and process referral checks to customers who refer buyers, including qualification criteria, reward amounts, and step-by-step procedure. | 07 May 2021 |
| Buyers Sales Buy Customer Referral Checks | How buyers request and send referral reward checks to customers who refer new sellers. | 07 May 2021 |
| Buyers Sales Accounting Buy Money, Special Discount to Customers Who Spend it at our Stores | How buy customers receive a 15% bonus certificate to spend in the retail stores when their buy checks exceed $200. | 12 May 2012 |
| Buyers Sales Buyers Keep all Parts of Buys | Why buyers must keep all parts of purchased items and related paperwork until inspection so items can be reassembled, returned, or otherwise evaluated. | Never revised |
| Sales Repair Can I Help You? | How sales staff should approach and engage customers on the sales floor to create sales. | Never revised |
| Sales Cash, Checks & Credit Card Slips, Where They Go | Where to place cash, checks, and credit card slips after a sale to ensure they are recorded and not lost. | 26 May 2006 |
| Marketing Sales Catalog Specials | Catalog Specials: when catalog and flyer specials are valid and who is eligible to receive them. | 24 March 2015 |
| Sales Repair Reception Central Files Contact Log | How Sales, Repair, and Reception staff must record what happened during customer interactions in the Central Files contact log. | 17 June 2006 |
| Sales Logistics Charging for Shipping | How sales staff should charge customers for shipping, including Registered Mail insurance rates and watch winder fees. | 15 May 2019 |
| Accounting Sales Buyers Checks, Replacing or Accepting Back | Rules for accepting back or replacing customer checks, explaining when buys can be undone, posting requirements, repurchase conditions after police hold, and stop-payment fees for lost or stolen checks. | 01 February 2014 |
| Repair Sales Cleaning & Polishing Jewelry | How to clean, polish and inspect customers' jewelry safely, including identifying sensitive gemstones, using jeweler equipment, and following safety precautions. | 03 March 2015 |
| Sales Closing Evaluation Lists | How sales staff must record customer interactions, calculate closing percentages, and submit weekly closing evaluation lists to the Sales Manager. | Never revised |
| Sales Buyers Commission Overtime Exemption | Explains when and how commission earnings determine overtime exemption for sales and estate buyers. | 12 May 2018 |
| Sales Competition | How to evaluate competing jewelry stores to learn their selling techniques and gather diamond grading information. | 11 August 2006 |
| Accounting Sales Complete Business Records | How to ensure complete and accurate business records for sales, deposits, checks, and petty cash. | 10 April 2010 |
| Sales Computer Update Checklist | What information to verify and update in customer files to maintain accurate records for sales. | 25 October 2008 |
| Sales Buyers Inventory Accounting Consignments | How consignments are handled, documented, and processed including pricing, testing, commissions, and options for unsold items. | 10 August 2012 |
| Inventory Accounting Sales Consignments & Memos: Proper Routing | How Consignments & Memos must be routed, handled, sold, and paid, specifying Inventory and Accounting procedures and the 10-day payment waiting period. | 06 August 2015 |
| Sales Contact Source for Tracking New Names | How to record and use a customer's Contact Source so all future sales, refunds, and repairs are attributed to the original marketing source. | 20 February 2025 |
| Sales Accounting Buyers Counting Cash | How to ensure cash is counted in front of the customer for large-volume cash sales and pawn redeems so discrepancies cannot be claimed later. | 06 September 2008 |
| Sales Accounting Credit Applications | How to complete credit applications correctly so the company gets paid and sales commissions aren't forfeited. | 20 April 2011 |
| Sales Repair Accounting Credit Card Chargebacks | How to route and handle credit card chargeback notices, who to notify, required documentation, and response time expectations. | 11 November 1996 |
| Sales Repair Accounting Credit Card Chip Must Read | Why the company will require EMV chip verification for credit card transactions to reduce fraud. | Never revised |
| Sales Accounting Credit Card Fraud Scams | How to recognize and avoid credit card fraud scams when accepting customer payments. | 23 December 2019 |
| Sales Accounting Repair Credit Card Procedures – Amex | How to accept American Express payments in-person and by phone, including authorization steps, handling card-not-present orders, and reducing fraud and chargeback risk. | 22 October 2024 |
| Sales Accounting Credit Card Procedures – Visa/Mastercard | How to process Visa/Mastercard transactions including authorization responses, handling declines, unsigned cards, and limitations on manual or phone orders. | 17 October 2024 |
| Sales Accounting Credit Card, Changing the Sale from One to Another | How to transfer a sale from one credit card to another, the required order of actions, and the fees involved. | Never revised |
| Sales Accounting Customer Must Be in the Store to Finance | Policy requiring customers to be physically present in the store with verified San Diego County ID to obtain financing. | 19 August 2021 |
| Sales Marketing Accounting Customer Referral Program | How Administrative employees, Estate Buyers, and Sales Associates earn store credit for referring new retail or estate-buy customers by meeting profit thresholds and following the referral procedures. | 30 August 2024 |
| Sales Reception Customer’s First Impression | How staff should greet and treat customers immediately and respectfully, regardless of their appearance. | 21 December 2019 |
| Sales Reception Customers at the Door before Opening | How staff should handle customers who arrive before opening, including asking their purpose, admitting them if setup or meetings are finished, directing sellers to the buy office, and retrieving waiting customers when opening. | 07 June 2024 |
| Sales Customers Cohabiting | How to maintain separate customer files and newsletter preferences for cohabiting customers. | Never revised |
| Sales Repair Customers’ Email Addresses | How to record customers' email addresses for e-blasts and which placeholder addresses to use when a customer has none or declines to provide one. | Never revised |
| Sales Daily Case Counts | Daily requirements for counting merchandise and loose diamond inventory, reconciliation procedures, and actions when counts do not match. | Never revised |
| Sales Buyers Dead File | When and how to change customer mailing statuses (Dead File, Mailings Three, Requested Off) to keep the mailing list effective and conserve resources. | 31 July 2004 |
| Sales Dealer Memo’s | How dealer memos are documented and processed, including the mandatory form and steps for handling memoed jewelry or watches. | Never revised |
| Sales Repair Dials and Bezels, Sale of | When and how customers are charged if they keep their original watch dials or bezels instead of exchanging them. | 30 July 2008 |
| Inventory Sales Diamonds, Handling of | How to verify, control, and handle diamonds when showing, checking in, and returning them to prevent swapping and loss. | 28 May 2008 |
| Sales Disclose Rhodium Plating | Inform customers that white gold jewelry is rhodium plated, that the plating will wear off over time, and that it can be reapplied. | Never revised |
| Sales Discounting to Customers | How and when sales staff should offer discounts to customers to protect margins and negotiation leverage. | Never revised |
| Sales Display Cases, Cleaning Glass | How often display case glass should be cleaned and who is responsible for cleaning it. | Never revised |
| Repair Sales Do Not Send Repairs to Buy Offices to be Delivered | Why repairs should not be sent to buy offices for customer pickup and how exceptions are handled. | 25 June 2021 |
| Sales Do Not Send Sales to Buy Offices to be Delivered | Explains why sales should not be sent to buy offices for customer pickup and when an exception may be made. | Never revised |
| Sales Donated Gift Certificates | How to serve recipients of donated gift certificates and how using gift certificates as payment affects salesperson commissions. | 27 October 2010 |
| Sales Repair Buyers Employees Create Social Media Posts | How employees should create and submit customer social media posts, who to contact, and the consent requirements for posting customer photos or videos. | 10 April 2024 |
| Buyers Inventory Sales Estate Buyer to Inventory Line | How estate buyers and the Wholesale Unit must offer and document purchased items to inventory and sales managers to maximize retail opportunities. | 28 July 2006 |
| Repair Sales Estimates At The Counter | How staff should obtain pre-approved estimates at the counter for repair jobs to speed the repair process and avoid calling customers. | Never revised |
| Marketing Sales Buyers Familiarity With Ads | How marketing ensures salespeople and estate buyers are informed about new advertisements and that the POS has the correct contact source. | 30 August 2024 |
| Sales First Purchase Check ID Intellicheck | When and how to verify first-time customers' IDs using Intellicheck for non-cash payments. | Never revised |
| Sales Buyers Marketing Forward All Customer Compliments to Marketing | Send all positive customer compliments to Marketing for use in promotional materials. | Never revised |
| Sales GIA Certificates | Which diamond certificates are accepted by the company and how non-GIA stones should be graded, priced, and documented. | Never revised |
| Sales Marketing Accounting Gift Cards | How to use gift cards to generate new business: who to send them to, expiration timing, combination rules, mailing procedures, and how gift cards affect commissions. | 08 May 2013 |
| Marketing Sales Gift Cards Cannot be Combined | Which gift cards cannot be combined and how marketing and sales staff must enforce that restriction. | 08 May 2013 |
| Sales Repair Giving Away Merchandise and Repairs | How salespeople should handle giving away merchandise or repairs, including how to record giveaways and their effect on sales and commissions. | 12 October 2023 |
| Buyers Sales Repair Google Reviews | How staff should solicit Google reviews, track them, and the incentives and rules for posting to improve SEO. | 10 April 2021 |
| Sales Accounting Half-Off Sales, Salespeople | Rules governing salesperson conduct, commissions, invitations, and procedures for Half-Off Sale events. | 04 June 2013 |
| Sales Reception Hey! That’s My Customer: Whose Customer Is It, Ups, Splits and Referrals | How the "Hey! That's My Customer" policy defines who owns customers and describes how reception routes customers, how "ups" are assigned, and how splits and referrals are handled. | 21 November 2017 |
| Sales Accounting How to Handle Sales Exchanges | How to assign sales credit and commissions when customers exchange previously purchased merchandise. | 21 May 2013 |
| Sales Insurance Documentation for Items Sold | How to prepare and provide insurance documentation for items sold so customers can insure purchases, including form selection, filling, signing by a Graduate Gemologist when required, and how documents are saved. | Never revised |
| Sales Insurance Documentation vs. Appraisals | Explains that the store will provide insurance documentation instead of appraisals and what information that documentation must include. | 22 July 2008 |
| Sales Inventory Inventory Manager Only Can Change Costs | Who can change inventory costs and how to document cost/minimum/adjusted cost changes. | 26 August 2008 |
| Sales Invoice Checklist | A daily checklist for verifying that invoices are accurate and complete. | 04 September 2012 |
| Sales Invoices and Missing Documentation | When and how sales staff must attach resale and interstate documentation to invoices so sales can be recorded as non-taxable. | Never revised |
| Sales Invoicing Giveaways | How to invoice Pandora bracelet giveaways and apply the $27 credit using service code 199 (A94 in Solana Beach). | Never revised |
| Sales Just Say No to Discounts | When and why to refuse customer discount requests to increase gross profit. | Never revised |
| Sales Inventory Accounting Layaways | How Layaways are handled, including time limits, deposit requirements, item restrictions and monitoring procedures. | 15 April 2016 |
| Sales Inventory Layaways, How to Enter in BM | How to enter and manage layaway sales in Business Mind, including deposit requirements, time limits, inventory handling, payment processing, and final sale procedures. | 19 January 2010 |
| Sales Marketing Letter Stuffers | Requires that all outgoing customer mail include a promotional stuffer related to products or current promotions and a referral card to promote products and services. | 14 January 2009 |
| Sales Letters and Thank You Cards to Customers | When and how to mail letters and thank-you cards to customers, specifying same-day mailing requirements and Saturday exceptions. | 17 January 2009 |
| Sales Repair Loaner Watches | How and when employees may provide customers with loaner watches and the required paperwork and inventory logging. | Never revised |
| Sales HR Lunch Breaks for Salespeople | When and how salespeople should take legally required lunch breaks and how coverage will be arranged. | Never revised |
| Sales Marketing Marketing, Endorsement Personalities Discounts | Which endorsing personalities and media owners receive discounts during advertising, what discounts they get, and how those sales and records are handled. | Never revised |
| Sales Merchandise on Desks | When and how sales staff must handle and secure merchandise on desks to prevent items being left unattended. | 27 November 2010 |
| Sales New Customer Rolex Sales | Restricts payment methods for new customers buying Rolex watches to wire transfer (unless verified San Diego residents) to prevent fraud from stolen cards and fake IDs. | Never revised |
| Sales Repair New Names to the Mailing List | Defines what qualifies as a new name to add to the mailing list and explains how sales and repair staff should treat these customers to encourage future purchases. | 31 October 2015 |
| Sales New Names, Who Should be Added? | Which visitors should be added to the store's mailing list and why. | Never revised |
| Sales New Salesperson Pay Schedule | How new salespeople are paid during the 90-day introductory period and the base-plus-commission structure thereafter. | 26 January 2010 |
| Sales Marketing Newsletters to New Names | Instructions on when and how to send newsletters to new names so they receive their first newsletter promptly. | 05 January 2007 |
| Sales No Charge Repairs | When No Charge Repairs are allowed, how they must be invoiced, and how their costs are allocated. | 23 October 2007 |
| Accounting Sales Repair No Tapping of Credit Cards | Requires customers to sign on the terminal and prohibits tapping or swiping credit cards, requiring chip insertions instead. | 03 February 2024 |
| Sales Accounting Logistics Paypal Procedures | How to accept and process Paypal payments for in-store purchases and shipped orders, including Seller Protection and required shipping procedures. | Never revised |
| Sales Penalty for Failure to Follow Policy | Penalties and consequences when employees fail to follow company policy, including temporary loss of commissioned status or pay reductions. | Never revised |
| Buyers Inventory Sales Police Report on Trade-Ins & Consignments | When and how to report trade-ins and consignments to the police, who must complete the paperwork, and the refund exception. | 07 August 2006 |
| Sales Inventory Pricing of Items Memo’d in For Specific Customer | How pricing, minimums, and commission are handled for items memo'd in for a specific customer. | 14 August 2006 |
| Inventory Sales Pricing of Vintage, Antique and Preowned Inventory Items | How vintage, antique, and pre-owned items are evaluated and why they require a second review before being placed in the case. | Never revised |
| Sales Repair Buyers Problem Customers | How to handle problem customers, including when to fix issues, offer remedies, escalate to management, or ban repeat unreasonable customers. | Never revised |
| Sales Accounting Procedure for Diner’s Club Charges | How to accept Diner’s Club cards, including the merchant number, authorization phone, and discount rate. | 07 April 2000 |
| Sales Marketing Prospects | How to identify, record, and market to prospective customers, including Contact Key settings and when to count them as a New Name to Central Files. | 30 July 2011 |
| Buyers Sales Marketing Repair SDGL QR Code Cards | How and when staff should use QR code business cards to encourage customers to leave Yelp or Google reviews. | Never revised |
| Sales Reception Receptionist, Routing the Customer | How a receptionist routes customers to sales or repair staff, updates customer records, and handles different customer scenarios and sign-in procedures. | 26 June 2020 |
| Sales Repair Red Flags to Watch for in the Showroom | How to identify potential fraudulent showroom purchases and what steps to take when red flags appear. | Never revised |
| Sales Buyers Accounting Referrals from Buyers | How Estate Buyers should refer wholesale customers to salespeople and how Reception assigns incoming customers. | Never revised |
| Sales Repair Refinishes and Commissions | Which watch refinishes count as salesperson sales and how to obtain commission approval. | 15 August 2006 |
| Sales Refund Rules | Refund Rules: how and when customers can return merchandise and how refunds, exchanges, restocking fees, and routing of returned items are handled. | 24 March 2017 |
| Sales Repair Customer Closing | How salespeople should engage repair customers to attempt retail sales and accurately track repair closing percentages. | Never revised |
| Sales Repair Repair Flag for New Names | How to record a Repair Flag for new-name contacts so they remain attributed to Repair for reporting. | 30 August 2024 |
| Repair Sales Repair, Retraining for Errors | How repair intake errors are reported and how retraining for those errors is conducted for staff. | Never revised |
| Sales Repair Repairs Not Rung Out Properly | Policy outlining disciplinary actions when repairs are delivered to customers without being rung up properly. | Never revised |
| Buyers Sales Repair Repairs, Back Charges | Requires pre-owned items to go through Repairs before sale and describes charge-back consequences for violations. | Never revised |
| Repair Inventory Sales Repairs, Taking Downtown Procedure | How to prepare, transport, and track repairs taken to outside jewelers during downtown runs. | Never revised |
| Accounting Buyers Sales Reporting Cash of $10,000 or More | When and how to report cash payments of $10,000 or more using IRS Form 8300, including required customer information and penalties for noncompliance. | 05 June 1997 |
| Accounting Buyers Sales Resale and Interstate Sales Documentation | How to document resale and interstate sales to prove tax exemption and avoid sales tax liability. | 05 August 2017 |
| Sales Restocking Fee | Restocking Fee: When and how restocking fees are charged for returned merchandise to recover costs for services such as ring sizing, adjustments, and refinishing. | 22 November 2006 |
| Sales Accounting Revised Commission Schedule | How the Revised Commission Schedule defines how commissions, stats, minimums, and special cases (payment fees, gift cards, repairs, specials, employment status) are calculated and applied. | 10 April 2021 |
| Sales Marketing Rules for Half-Off Sales | Rules for Half-Off Sales specifying how and under what conditions items may be sold, returned, traded in, financed, altered, and combined with gift cards. | 25 July 2013 |
| Sales Sales Assistant Purpose | Defines the role and purpose of the Sales Assistant, how they support Sales Professionals, and their importance to the company's success. | Never revised |
| Sales Sales Assistant, What they do | How sales assistants support salespeople to help generate sales. | 18 November 2006 |
| Sales Sales Invoices Entered by Others | How salespeople must use a pricing form to document sale details when others enter invoices to ensure customers are charged correctly and commissions are preserved. | 23 March 2010 |
| Sales Sales Manager Splits | When and why sales managers take commission splits and how managers and salespeople should handle those situations to ensure proper training and joint responsibility. | 15 August 2006 |
| Sales Sales Outflow Targets Increase at Xmas | When and why salespeople must increase outflow (calls, emails, letters) in the ten weeks before Christmas to maximize store and personal sales. | Never revised |
| Sales Sales to Mexican Citizens and Sales Tax | How to handle sales to Mexican citizens and when sales tax must be charged or refunded through an export process. | 14 August 2006 |
| Sales Sales, Do Not Answer Phones before 11:00AM | When and why salespeople should avoid answering the backline phone before 11:00am to preserve uninterrupted sales time. | 22 March 2023 |
| Sales Accounting Sales, Invoice is Written for the Person Who is Paying | Specifies that invoices must be made out to the person who pays for the merchandise when payment is not cash, lists acceptable payment methods, gives examples, requires payer contact information, and notes 8300 filing for cash transactions over $10,000. | Never revised |
| Sales Buyers Sales, Taking Customers to the Buy Side | How sales staff should escort customers to the buy office when they have items to sell and the procedures to follow while buyers are assisting customers. | Never revised |
| Sales Salespeople’s Disputes With the “Hey! That’s My Customer” Policy | How to resolve salesperson disputes over customer ownership under the "Hey! That's My Customer" policy. | Never revised |
| Sales Selling on eBay | How the company selects items to sell on eBay and the rules for pricing, payments and shipping. | 27 August 2011 |
| Buyers Logistics Sales Sending Coins to Mystic | Instructions to remove buy slips from coins/bars/scrap before sending them to Mystic to protect confidential pricing information. | Never revised |
| Sales Logistics Shipping eBay or Etsy Sales | How the company ships eBay and Etsy sales under $200, including allowed USPS services, signature and PayPal protection requirements, and insurance options. | 30 July 2015 |
| Sales Logistics Shipping Schedule | When and how to prepare and submit packages for same-day shipping. | 15 April 2011 |
| Sales Repair Logistics Shipping to Customers | How to ship merchandise and repairs to customers, specifying approved carriers and requirements based on item value, payment method, verification, alternatives, tracking, and disciplinary consequences. | 20 April 2024 |
| Repair Sales Shipping Watches to Customers | How to check and prepare watches for shipment to customers, including verifying functions, setting local date and time, winding, and securing the crown. | 16 August 2008 |
| Sales Repair Show and Sell | How sales, sales assistants and repair staff should proactively approach and engage every person in the store to generate sales and capture customer information. | 05 November 2015 |
| Buyers Inventory Sales Show Buys to Retail | When and how wholesale purchases and silver/antique items must be shown to Retail and reviewed before selling to dealers, including required reviewers and timing. | 10 May 2017 |
| Sales Special Events Gift Cards | How sales staff should collect customers' special event dates and use handwritten gift cards and follow-up calls to generate sales. | Never revised |
| Sales Inventory SPECIAL ORDER REQUEST | Form used to request placement of a special merchandise order, recording customer information, item SKUs, deposit requirement, shipping method, and inventory routing. | Never revised |
| Sales Accounting Inventory Spiff Program | How the Spiff Program pays extra commission for selling old stock, including eligibility rules, exceptions, and commission percentages. | 15 May 2021 |
| Sales Accounting Statting Sales Under 10% Profit | How sales under 10% profit are recorded in GI and GP statistics and how low-profit and Mystic Coin wholesale sales are treated. | 31 March 2016 |
| Sales Accounting Marketing Surveys Required on All Sales | When and how salespeople must collect and record customer demographic surveys for all sales to track advertising sources and protect commissions. | 30 August 2024 |
| Sales Accounting Taking Credit Cards over the Phone | How to take credit card payments over the phone, specifying which cards are allowed and the verification and shipping steps required to avoid chargebacks. | 06 July 2024 |
| Repair Sales Taking in Repairs | How to take in jewelry and watch repairs accurately, document condition and insurance value, and ensure correct authorization and retraining when needed. | 13 June 2024 |
| Sales The Four Ws of Prospecting | How to use the Four Ws (Who, What, When, Why) to identify gift and personal purchase opportunities and follow up with customers to increase sales. | Never revised |
| Sales The One Who Takes the New Name Enters It | Requires staff and salespeople to enter new customer names into the computer immediately to avoid lost, duplicated, or delayed records. | 06 August 2006 |
| Sales The Purpose of Letters and “Dead File” | How and when to use letters and emails to communicate with customers and when to remove them from the mailing list. | 25 May 2016 |
| Sales Three Letter System | How salespeople use a three-letter follow-up mailing system to promptly engage and convert new prospective customers. | 23 October 2010 |
| Sales Marketing Tracking Advertising for New Names | How to record the Contact Source in Business Mind when entering new customers to track advertising effectiveness. | Never revised |
| Sales Inventory Accounting Trade-Ins | How to accept and process customer trade-ins for purchases, including approval steps, invoicing requirements, and special rules for Hearts On Fire items. | 22 April 2013 |
| Sales Trade-ins of Merchandise We Sold Previously | How to verify a customer's original purchase price and determine the correct trade-in value for merchandise previously sold by the store. | Never revised |
| Sales Turnovers or Tags with Sales Cycles (formerly Turn Over’s – More Data) | When and how salespeople should turn over customers to another salesperson to preserve and advance sales opportunities. | 09 March 2010 |
| Marketing Sales Unsubscribe Requests | How to handle customer unsubscribe requests for e-mail and physical mailings. | Never revised |
| Sales Inventory Vendor Meetings | Vendor Meetings: Instruct vendors to schedule appointments at specific times rather than vague days to make scheduling easier. | Never revised |
| Sales Accounting Buyers Verifying Cashier’s Checks | How to verify cashier's checks before accepting them as payment, when to delay delivery, and alternatives if immediate verification isn't possible. | 18 January 2024 |
| Marketing Sales VIP Gift Cards | How VIP Gift Cards are calculated, distributed, and tracked after the Half Off Sale. | Never revised |
| Sales Marketing Accounting VIP Referral Rewards Program | How VIP customers are rewarded for referring new customers, including how rewards are calculated, issued, and tracked weekly by Marketing. | 30 August 2024 |
| Sales Watch Show, Coin Show, Jewelry Show Forbidden Words | Do not use the terms "watch show", "coin show", or "jewelry show" during the sales cycle to avoid alerting customers to supplier sources. | Never revised |
| Buyers Repair Sales Watches, Verifying Authenticity as a Service | How the company verifies watch authenticity, including who is authorized, the fees charged, and step-by-step procedures for showroom, phone, and estate buyer requests. | 13 June 2024 |
| Sales Repair Accounting Web Leads :: Response Procedure | How to respond to customer web leads—who dispatches them, how to reply by phone or email, and how to log responses into BusinessMind. | 28 April 2010 |
| IT Sales Executive Reception Marketing Webchat & ChatMail | How to handle incoming webchat messages and process ChatMail into webleads, including assigned roles, inbox handling, weblead creation, and fraud procedures. | Never revised |
| Sales Accounting Wells Fargo Jewelry Advantage Procedure | How to process Wells Fargo Jewelry Advantage applications, authorizations, credits, promotional plans, and fraud procedures when financing customer purchases. | 10 October 2024 |
| Sales What to Do If You Have a Down Sales Week or What You Can Do ANY Week to Improve Your Stats | How salespeople can increase business during slow weeks by using referrals, add-ons, and special events. | Never revised |
| Sales When Customers See Items They Sold Us | How to explain the store's buying, holding, pricing and resale process when customers find items they previously sold to the store. | Never revised |
| Logistics Marketing Sales When Mail Should Arrive | When Mail Should Arrive explains how to schedule outgoing mail so customer deliveries occur on business days when staff are available. | 30 July 2011 |
| Sales Repair Who Delivers and Takes in Repairs | How staff should handle taking in and delivering repairs to solve customers' repair issues while creating sales opportunities and ensuring a positive customer experience. | 08 August 2006 |
| Sales William Henry Product Registration | How sales staff must register William Henry products online the same day of sale to activate warranties and enroll customers for marketing. | Never revised |
| Sales Writing Letters/Emails to Central Files | How to write letters and emails to customers to elicit responses and record the communication in Central Files. | 25 May 2016 |
| Buyers Sales Repair Yelp Reviews | How staff should solicit Yelp, Google, and Facebook reviews from customers and the incentive and commission policy associated with posted reviews. | 10 April 2021 |