1995 JCK Management Study Center: The Answers

JCK published four reports this year in its second Management Study Center series. Each concluded with a quiz, which we invited readers to answer and send in. As we did last year, we agreed to tally the scores of those who participated in all four tests; those with correct answers to 90% or more of the questions were to receive a Certificate of Completion co-signed by JCK and the Jewelers’ Education Foundation of the American Gem Society.

A number of jewelers completed two or three of the tests, but only seven completed all four. These seven all scored 90% or above; several got perfect scores. The seven: George L. Blair, Sweeney Jewelry Co., Houston Tex.; Michael J. Bobb, Walker Jewelers Inc., Fort Myers, Fla.; John Davis and Jacqueline Lever, Jacqueline Personal Jewelers, Shillington, Pa.; P.G. Pancoe, Chevy Chase, Md.; Daniel R. Spirer, Spirer-Somes Jewelers, Cambridge, Mass.; and Sherry Williams, Wolfe’s Jewelry and Gifts, Creston, Iowa. (Blair, Davis and Lever also received certificates last year.)

This year’s quizzes were very much open-book exams; the information needed to answer the questions was included in the accompanying article. Many of the correct answers should have been obvious to anyone who read carefully. But in a few cases, the questions were open to several interpretations and the answers somewhat subjective. In such cases, the judgement of the authors is final.

101-PLUS WAYS TO PROTECT YOUR BUSINESS

John S. Kennedy, president of the Jewelers’ Security Alliance, wrote this August report on security for jewelers. His quiz answers:

1. False2. True3. d4. False5. False6. False7. False8. False9. b10. True11. True12. b13. False14. False15. e16. False17. True18. d19. False20. e21. c

Several jewelers felt that the answer to Question #5 should be true. It said: “A personal check can be a secure method of payment if the jeweler takes all the proper identification and calls the bank where the account is located to confirm that funds actually are in the account.” While sometimes this is true, sometimes it isn’t.

Question #19 said: “With respect to burglar alarms, ‘line security’ refers to the need to keep locked the telephone junction box in your location serving your telephone system.” Actually, it means that burglars attempting to disable an alarm system by cutting or bridging will trigger an alarm.

EMPLOYEE BENEFITS: HEADACHE OR HELP?

This report, prepared by Sharon A. Krimm, senior health-care consultant for Charon Planning Corp., and George Holmes, JCK editor-in chief, ran in the June issue. The answers:

1. c 2. a 3. b 4. b 5. a 6. b 7. b 8. a 9. b 10. a

GETTING THE MOST FROM YOUR STAFF

Deborah Holmes, JCK managing editor, wrote this report on employee relations, which ran in the February 1995 issue. Her answers:

1a. True 1b. False 1c. True 2a. Disagree 2b. Disagree 2c. Disagree 2d. Agree 2e. Disagree 3a. False 3b. False 3c. False 3d. False 3e. True 4a. False 4b. True 4c. True 4d. True 4e. False 5a. True 5b. False 5c. False 5d. False 5e. True 6a. False 6b. True 6c. True 6d. False 6e. True 7a. False 7b. False 7c. True 7d. False 8a. False 8b. True 8c. True 8d. False

One question that gave jewelers some trouble dealt with the sensitive issue of AIDS and HIV. Scenario #3 suggested that an employee you suspect is gay has been looking unwell lately and asked what you should do. Should you forget about it until or unless he comes to you, as suggested in option 3d? While some jewelers said yes, experts say no, that if you wait for an employee to announce being HIV positive, you’ve waited too long to take positive action. Should you start an AIDS education program so that you and your employees know the facts, as in option 3e? Yes, although you really should have done so much sooner.

Question 4a also caught several jewelers. When coaching an employee, it asked, should you see that he/she understands how to do the job as you would do it? No, say management consultants. Your way may work best for you, but an employee’s skills and limitations may make a very different approach work much better for them.

SUCCESSFUL SALES STRATEGIES

This JCK staff report in the October issue offered advice for bringing a sales staff to peak performance. The answers:

1. b

2a. Your first efforts are not successful.2b. They need, not something they can’t use just to move your inventory.2c. If your client is not.2d. To yourself.

3. All are launching pads to new sales.

4a. Visual people4b. Feeling people4c. Sensitive to price and size4d. Order people4e. Stressed or distracted people

5a. Always have measurable goals and write them down.5b. Start by setting goals for yourself.

6d. Document in writing the first three steps.6e. If the employee is still not performing when the deadline arrives, dismiss him/her.

7a. It’s the time to capitalize on their enthusiasm and make the employee feel that he/she is the most important person in the organization.7b. It tells them it’s OK not to stay on the floor with the customer.

8a. Determine the training needs.8b. Prioritize the order in which you will conduct the training.8c. Schedule the training sessions.8d. Follow up each session with coaching.

9. d, f and i.

10a. Yes10b. Yes10c. Yes10d. Yes

11. Have him try on a piece of jewelry.

12d & e. Involved artist; more technically difficult work; hallmarked; recognizably distinct; offers customization options; limited production.

13. Identify customers and target every effort to their their needs; determine how much space to commit to watches; check out as many lines as possible before choosing; share information on new lines with your salespeople; market aggressively.