2014 Dates: November 10th - 12th

How would you like to make your career of working in a pawn shop far easier, smoother, more confident, and much more effective? This interactive presentation is designed to assist you in doing exactly that. Hi, my name is Steve Krupnik, and I will be assisting you personally in this two-hour presentation. In the presentation you will find common discussions taking place in the pawnshop you work at every day. You'll also find some of the most common words phrases and language used by the pawnbrokers having these discussions. You will then discover many new words phrases and language to use in these interactions that will prove to be far more effective to you.

Yet, I will not be just throwing a bunch of new buzzwords at you, because not only will I provide you with the perfect things to say in many situations, I will also explain to you in detail why these words, phrases, and language works. Knowing what to say, and what not to say of course, is important. But knowing why you are saying it and what it means to the other person in the discussion will kick your career up to a whole new level. In this presentation we will be role-playing typical pawn shop transactions in pawn loans, sales, purchases, and general customer interaction. We will also be discussing the proper use of one of the most powerful tools you possess in your career. Empathy statements.

In doing so you will take away a brand-new understanding of interacting and dealing with the customers you serve. Since the presentation is interactive you will not even need to concern yourself with remembering these things and taking notes. This is because you will also take away a complete and comprehensive new book on the subject entitled Perfect Words Phrases and Language for Pawnbrokers. My gift to you.

1. What we have to sell.
2. Is selling really selling?
3. When to speak and when to be quiet and listen.
4. How and when to greet customers.
5. Is explanation of goods necessary?
6. Pawnshops can compete against the big box stores and the internet.
7. Sell yourself and your company, then you can sell products and services.
8. Will that be cash?
9. How to counter offer when someone is not playing fair.
10. How do you sell a wedding ring back to the original owner, a year later.
11. When is enough "too much", and cost you a sale.
12. Do you know your customers name?
13. Your customer is "just looking", really?
14. Find out why a new customer came in:
    1. Great conversation starter
    2. Now make that relationship long term

How would you like to close more deals at the pawnshop you work in? Or how about raising the redemption rate on pawn loans? And maybe even reduce the percentage of suspect merchandise coming in? This interactive presentation is designed to assist you in doing exactly that. Hi, my name is Steve Krupnik, and I will be assisting you personally in this two-hour presentation. In the presentation we will be discussing the differences between screening and qualifying, what you can achieve by doing so properly, and why it is so important to screen and qualify your customers on nearly every occasion.

I will also instruct you on how to screen and qualify your customers in a stealth fashion to obtain data from them you are trying to receive, yet without coming across as an NSA agent with a bad temper. We will also discuss different types of screening and qualifying appropriate to the type of transaction taking place. We will also be role-playing transactions where you can try out this new information in a work-like environment.

In doing so you will take away a brand-new understanding of the best screening and qualifying methods when doing business in the pawnshop. Since the presentation is interactive you will not even need to concern yourself with remembering these things and taking notes. This is because you will also take away a complete handout covering everything discussed and taught in this important training presentation.

1. Not all customers are poor.
2. People are asset rich, but they may be cash poor.
3. Buyers with much wealth like deals.
4. "HENRYS" High Earners Not Rich Yet.
5. How do you handle your jewelry?
6. How do you handle their jewelry?
7. What your store should look like, if you want customers.
8. Affluent are smart people; how to talk to them.
9. Anticipate their needs, let then know you are the person that can help, or turn over to someone who can.
10. How do you close a sale.
11. How to turn excitement about making a large sale into excitement for the customers wise decision.
12. Don't count the money, until after the deal is done.
13. You cannot expect trust from a Henry if you are not honest about what you know.
14. You want more affluent customers, how can you get the word out?
15. How do your displays look?

1. Ebay is not always the ultimate authority of value.
2. Customers will give you clues.
3. Look for danger signs:
   1. Removed labels
   2. Screws with marks
   3. Make sure all parts are present
4. Warning signs:
   1. Items take time to power up.
5. List of valuable sites:
   1. Costco
   2. Sams
   3. Etc.
6. Ask what the customer thinks this item is worth and why or how did they come up with that.
7. How to deal with model numbers that are retail store specific?
8. Why do similar (or the same) itemssell for such different prices on the internet?
9. What can you do to be sure your research gives you the correct value of an item?
10. What clues can look for to tell if an item is counterfeit?
11. When hard to value items are rare and valuable, and when are they worthless?
12. How can you "test the water" and get a price from a customer who is unwilling to tell you what you want?

1. What are the causes?
2. How do you deal with the yeller?
3. What is the first hint that there is trouble brewing?
4. Listen, listen, listen; many times customers want to blow off steam.
5. If someone has a bad day they are going to take it out on someone.
   1. You are at the counter; FRONT LINE.
6. You know that an offer on something will make the customer mad, or will it?
   1. How can you tell?
7. Someone's grandson just sold a ring, that belonged to his grandmother, now they are both at your counter. Now what?
8. A customer is talking with another, and one says to the other "you know all this stuff here is stolen". Now what?
9. You scapped a ring months after it was overdue, now the husband wants his wife's ring back. How do you deliver the news?
10. How do you deal with the "friend" who advises your customer incorrectly, or is blowing your sale?

1. Proper technique to deliver news that a customer's item does not have the value that he believes it does?
2. How the counter person can bring in more diamond business?
3. How to identify and evaluate diamonds quickly and easily.
4. Techniques to use to increase your loan balance.
5. How to get customers to bring in more, better, bigger diamonds.
6. How to increase the store's loan balance.
7. How to increase the store's visibility in the community, etc.
8. What can a customer pay back, what is too much?
9. How can you find the sweet spot, an amount the customer will pay back?
10. What do you do to retain a failing customers?
11. What rules you can and should bend to keep a customer.
12. What "rule bending" will cost.
13. What to do when a customer tells you they "got a better offer."
14. Which customers are Great customers?
15. How can you get customers to bring in their friends to get a loan?

1. What is the current item that is counterfeit gold?
   1. Gold bars
   2. Coins
   3. Chains
   4. Watches
   5. Rings
2. Hard to recognize synthetics:
   1. Tanzanite
   2. Opal
   3. Alexandrite
   4. Ruby
   5. Sapphire
   6. Emerald
   7. Pearls

1. Resources for value of diamonds.
   1. The Gem Guide
   2. The Rapaport Sheet
2. Polygon
3. Gauges
   1. Circle Gauges
   2. MM Gauge-Brass
   3. Leveridge Gauge - Digital or not?
4. The 5 C's
   1. Cut (Shape)
   2. Clarity
   3. Color
   4. Carat Weight
   5. Cut Grade
5. Moissanite
6. Cubic Zirconia
7. Laser Drilling
8. Facture Filling