Develop Your Skills
Build the conversational skills that help customers feel understood
A meaningful customer conversation begins with attention, empathy and curiosity. Develop Your Skills helps jewellery professionals recognise emotions, establish rapport and understand what matters to each customer before making a recommendation.
This is one of eight courses in the Certified Jewelry Professional programme. It contains six units in the Skillset track.
What you will learn
By the end of this course, you will be able to:
- Recognise emotional cues and manage your own responses during customer interactions.
- Begin conversations with an approach suited to the customer’s readiness and mood.
- Build rapport through credibility, reliability and attentive behaviour.
- Use questions to explore both practical needs and the meaning behind a purchase.
- Listen actively, clarify details and check your assumptions.
- Confirm understanding and help multiple decision makers reach a shared view.
Who this course is for
Develop Your Skills is for jewellery retail professionals who want to become more confident and effective in customer conversations. It is useful for new associates developing their approach and experienced professionals refining how they connect, listen and respond.
Managers and coaches can use the course to help their teams practise customer interactions and give focused feedback on communication.
What the course covers
Emotional Intelligence
Explore how your own emotions and the customer’s feelings influence an interaction. Practise self awareness, self management, social awareness and relationship management to respond with greater sensitivity.
Break the Ice
Recognise when and how to approach a customer. Use observation, welcoming body language and a gradual conversational approach to move from an initial greeting into meaningful engagement.
Building a Rapport
Examine how credibility, reliability and personal attention contribute to trust. Use the Trust Equation to review your approach and adapt your tone and pace to help customers feel comfortable.
Questioning Techniques
Active Listening
Apply the HURIER model to hear, understand, remember, interpret, evaluate and respond. Recognise where assumptions can distort your understanding and practise checking meaning before recommending a product.
Communication Skills
How learning works
Each unit combines a short learning video with a quiz and an individual activity.
You will reflect on customer interactions, prepare questions and practise responses that connect the ideas to your daily work.
The Coach format adds group activities, role play and guidance for observing behaviours and giving constructive feedback.
Choose how to use this course
For individuals
For coaches
Guide colleagues through the same six units, individually or as a group. Alongside the learner content, this format includes group activities, facilitation guides, coaching guides and downloadable PowerPoint presentations to help you prepare and lead the learning.
You can use the materials with your team. Each learner must have their own account to receive a certificate.
Course details
Estimated study time: 8 hours
Access period: 12 months
For individuals: US$99
For coaches: US$149
Bundle discounts available
Certificate of completion
Receive the CJP Institute Certificate of Completion when you complete all course content and achieve 100% on the quiz.
Using the course with your team
Coaches can use the learning materials, facilitation guides, coaching guides and downloadable PowerPoint presentations with their team.
Each learner must have their own account to receive a certificate.
Part of the CJP programme
Develop Your Skills begins the Skillset track of the Certified Jewelry Professional programme.
It builds on the personal foundations and business preparation explored in Mindset and Toolset, developing the interpersonal skills used throughout the customer journey.
CJP Affiliates
The Jewellery Industry Network (JIN) Australia was created to assist and connect all areas and types of businesses within the jewellery industry.
Certified Jewelry Professional
Build the mindset, knowledge, and practical skills to become a trusted adviser, create exceptional customer experiences, and develop a career you can be genuinely proud of.
Learning Assets
Through expert led videos, practical worksheets, individual and group activities, knowledge checks, and structured coaching support, learners build understanding, apply new skills, reinforce knowledge, and continue developing long after the course is complete.
Video Lessons
Learner Worksheets
Exercises and Activities
Knowledge Quizzes
Coaching Assets
Through structured coaching conversations, reflection exercises, and development prompts, they reinforce workplace application, encourage continuous improvement, and help transform new knowledge into lasting professional habits and improved performance.
Facilitator Guides
