Recruitment, training high on the agenda

It takes detailed knowledge to sell luxury watches, diamonds, jade items and other high-quality gems, which explains why King Fook Jewellery places such emphasis on its recruitment process and puts staff through a comprehensive series of training programmes.

'We like to hire aggressive young people with one or two years of experience,' said Windy Wong, the company's human resources and training manager. 'What matters most is that they have patience and a high level of interest because it can take almost 10 years for someone to become an expert in our industry.'

Having found that it's not always easy to discern a candidate's personality from just a half a day of tests and interviews, the company introduced a five-day selection programme to find suitable frontline staff. Candidates have classes in the morning to learn about the basics of the business and then work at a retail outlet in the afternoon. In this way, they pick up knowledge of the products and the company's history and gain some experience in customer service and daily operations.

Candidates work with a senior member of staff who acts as their instructor and supervisor. This gives them a chance to ask as many questions as they like and to show their interest in and aptitude for the business.

'Each day the shop managers mark the candidates on their general attitude, customer service ability, outlook, and apparent interest in the job,' said Ms Wong. Those who do the best are offered roles as sales trainees. They then go through one month of retraining and spend time with senior employees and former trainees who share their experience and advice.

'Within the first year, each sales trainee must attend at least one jewellery exhibition,' said Edith Kam, training officer at King Fook. 'That usually happens in June or September and senior staff will go with them to answer any questions. We want to widen their horizons and help them learn more about local and overseas markets.'