Issue Twenty Four - November 2012

GOLD BUYERS INTERNATIONAL NEWSLETTER

7 9 3since August 2008

Our world leaders

Gold Buyers Co-founder & Chairman of the Board– Tim Oldfield

Gold Buyers Co-founder – Price Shapiro GBG CEO – Darryl Oxley

GBG Operations Director – Viveca Bridges GB Europe CEO – Jason Gitmans

GB Europe COO – Bonno Van Der PuttenGB North America & Pacific CEO – Mark Newcombe

GB Australia & Malaysia – Brendan BaileyGB Austria – Reinhard Kroiss

GB Benelux – Walter van HeseGB Canada – Havard Daniels

GB Chile – Simon ShaldersGB Czech Republic – Miloslav VodickaGB France – Stephane & Suze Foucher

GB Germany – Greg ByersGB Greece – Helen Vlahos

GB Guam & Hawaii – David BrewerGB Hong Kong & Philippines – Maurice Levine

GB Israel – Ofir Bronhaim GB Italy – Nicholas Psyhogios

GB New Zealand – Lee JonesGB Poland – Jarek Polanski

GB Portugal & Spain – Juanjo Marin Mas Sarda

GB Puerto Rico – Gala Tressler & David Klau

GB South Africa – Tabet HaddadinGB Sweden, Norway, Denmark & Finland

– Magnus Ledin & Patrik Hok GB Switzerland – Marc Oliver

GB United Kingdom – Mike Cameron GB USA West Coast – Rob Guthrie

Number of stores

0 3 5Number of countries

Every day Gold Buyers puts a smile on the faces of our customersaround the world and we want to hear about your experiences.

Share your best customer experience in 50 words or less. Include ahead and shoulder photo of yourself, your full name, district andcountry where you work.

Entries must be submitted in English and received by email no laterthan Monday 17 December 2012. All current employees who work(or have worked) at a store are eligible to enter.

Submit entries to: marketing@goldbuyers.com

Winner announced in the December issue of the Golden Globe. Good Luck!

goldenGLOBE

Win an iPad!

Belgium's Exciting ExpansionWe recently celebrated our 15th and 16th storeopenings in Belgium.

Our 15th store is located in the city of Ghent.Ghent is the 3rd largest city in Belgium, afterBrussels and Antwerp, and has 248,000inhabitants. It is very well known for its medievalarchitecture, and with Bruges, used to be one thegreat cities of the county of Flanders.

Our 16th store is located in the shopping mall ofCity 2, in the very heart of Brussels.

I want to thank our Dutch installation team andthe local management of the shopping malls fortheir advice and help in setting up our stores.

We wish them the best of luck!

Vincent Van AckerCountry Manager Belgium

Gent Zuid from left:Sales Associates Inge Verbauwhede,

Hylke Bauwens and Carmen Veys

City 2 from left:Sales Associate Dimitri Stallaert, and DistrictManagers Patrick Hoedt and Yves Marchello

golden GLOBE

60 seconds with James EaseyName: James Easey

Nickname: Jimmy

Favourite all time food: Chicken Tikka Masala

Favourite all time movie:Man on Fire

Craziest/wildest thing you have ever done:Jumping off a 30m cliff. This wasmade a lot worse since I am afraidof heights!

What animal are you most likeand why?A cat – independent, picky, a bitof a snob and very loyal to friendsand family

Best piece of advice you have ever been given: There’s only one way to find out!

Outline your history/life withGold Buyers:I started working for Gold Buyerspart time as a Sales Associate inMarch 2010 in the Gold Coast,Australia while I was still studying.

In November 2010, I approachedDarryl and Viveca about furtheropportunities with Gold Buyersand within 6 weeks I was inMunich, ready to begin my newjob as District Manager ofGermany South. In April 2011,I was asked to be a Global Trainerfor Europe in addition to my DMduties and in November 2012 Iwas promoted to the Gold BuyersGlobal team as the firstCompliance and DevelopmentManager for Germany, Austriaand Switzerland.

I’m very excited about this newrole as it will enable me to startsupporting management in allthree countries and allow us toreally push the boundaries ofwhat is possible in terms ofgrowth and staff

My proudest achievement: Being asked to do the GlobalTraining for the Netherlands,England and Austria. Beingasked to do the training in theNetherlands is something I amespecially proud of as the GlobalTrainers program had, at thispoint, not been officially created.

Using the training tools to develop and inspire your teamAs DM’s our role is very important for the operation ofthe whole company as we are in charge of ensuringthe best operation of the stores. This includes, apartfrom having good KPI’s, to make excellent choicesduring the recruiting process and to continuouslytrain, inspire and maintain the best climate among ourteams. The good thing is that we are given all thesupport we need such as guidelines, policies andprocedures, SOP’s, training videos, training Power-Points for ‘back to basics’ and Certificate I and II,Muller and recently Aurum MRS. We have to use thesetools the best way we can. A Ferrari may be the bestcar in the world but it needs extra training in order tobe driven. And of course, it is not the best option if youhave to drive at a dirt road!

Thus, from the beginning we use the recruitingprocedure and appropriate documents during the in-terviews, we have to ask the questions that have beenprovided and pay 100% attention to the answers andbody language. Feel free to add and some questionsof your own which help you to make a decision. Makesure the applicants understand the role, duties, jobdescription and that they have taken the time to visitour website to get information about our company.

Next, it is time for the initial training. We have to beconfident with the presentation and simultaneouslyhave 2 roles, training and observing. Take note of whoare keeping notes, which of them are more eager tolearn etc. At the phase of the role plays, do a role playyourself and then ask them to come up and do it bythemselves. When they finish, ask the rest of the teamto discuss it and then give your feedback last. Our roleis to educate and not criticize any mistakes. After all,we are doing the role plays in order to make mistakes,spot them and learn from them.

Now the continuous training and inspiring job begins.It must be clearly understood that the time they giveto their job and the time you give to them is aninvestment of time. Urge them to ask questions andgive crystal clear and justified answers according tocompany policy, attitude and vision. Listen to whatthey say and suggest and give them help on howimprove to achieve their goals. Always remind them,especially when we do the ‘face to face’ meetings, thatthe targets must be S.M.A.R.T.

Our role is to lead by example, train them, give themstore buy targets (number of transactions per day)and make sure that they are equipped to achievethem. They should set their own marketing targets.Our larger goal is to make them even better than us.Do not forget that a successful teacher is the onewhose students become better than him. Use Aurumto show them their performance and discuss theresult. Ask questions to make them find the bestanswer (use the ancient philosophy method of

Socrates). Discuss ways how they could handle somesituations differently in order to improve their results.Never focus on one parameter of the performance,focus on the forest and not just the trees. Just be surethat everything is justified.

Thankfully, we are not inventing the wheel, GoldBuyers gives us all the support we need and all theinformation and tools you need regarding recruitingand training your Sales Associates is available inAurum. Last but not least, always remind them andshow them the Summary Statement and the Vision ofthe company to ensure that our customers enjoyconsistent excellence in customer experience byon-going training and development of our mostvalued asset, our employees.

Nikos PistofidesDistrict Manager, Greece

Nikos Bouboulis and Maria Gargka.

golden GLOBE

Canada’s Golden Performance!Dear Mr. Horton,

I just wanted to pass along some feedback being a new customer to Gold Buyers. I live very close to LougheedTown Centre Mall and often stop in to buy sushi at the sushi restaurant of which your kiosk is located right outfront. Everytime I would be waiting for my take-out sushi order, I would watch your staff at the kiosk throughthe restaurant window until finally one day, I got brave enough to bring in some gold jewellery that I no longerwas wearing and met Sunil Thomas. Sunil has helped me on 2 or 3 occasions now and he made it so easy andcomfortable and I was just grateful to have such wonderful, kind customer service.

Sunil explained he was fairly new with Gold Buyers - that took me by surprise since he conducted himself as if he'd been in the gold assessing and purchasing business all his professional life.

Thank you for your wonderful customer service and thank you for your time!

Yours truly,Victoria Meek

Out of all the tools available, I believe a well completed ResultsCalendar tells the progress of the store the best. As Sales people,we are generally not that enthused by reading Profit & Loss State-ments or heavy financial literature. The Calendar visually shows us:

• If the store is making or losing money

• Which days are the busiest/slowest

• Which direction the store buys are trending

• The impact any changes have made on results

eg. New SA's or LSA’s hired for the store

• Gives recognition to the team for a job ‘well done’

Objectives:

1. To set clear goals for the LSA/SA on a daily basis.

2. To give visual feedback as to the results of the store.

3. Trends can easily be seen.

4. Most LSA’s & SA’s are not strong on financials. The Calendars givea simple visual representation of the financial results of the store.

5. Recognition. Enables the DM or other Management to give recognition for ‘coloured’ days (or ask questions if there is increased ‘blank’ days.)

How to complete:

CEO to set the 'base buy' $$ target for the month and communicatethrough coaching with the RM > DM > LSA/SA.

The first page with the annual monthly summary needs two (2)figures for each month:

1) The average 'daily buy goal'

2) The average 'daily buy actual' (to be coloured in the same manner as the 'daily results')

At a glance it enables the reader to see how the store is performingfor the ‘year to date’. If no colours, then it is losing $$$. If Blues &Greens are appearing, then profits are strong.

Monthly pages:

The SA working completes the following at the end of the day: ‘LMSYtotal’, ‘flyer total’, ‘initials of staff who worked that day’, ‘total buys’& ‘total $$$$, then colour the day based on what range the buy $$$total fell within.

EVERYTIME a DM or other Management are visiting a store, theyshould view and ask questions/give feedback/recognition on theresults shown buy the calendar. This further reinforces theimportance of completing it correctly.

I encourage you all to embrace this tool, celebrate every BLUE day,and ask how can we improve when we have a ‘Blank’ day.

I personally always look forward to seeing the calendar every timeI visit a store. A well completed calendarshows that the staff take pride in their workand take ownership of the store.

All the best,

Mark NewcombeChief Executive Officer - North America Pacific

Improve Store Performance Using the Results Calendar

Sunhil Thomas

Artwork for 2013 calendar is now available, contact marketing@goldbuyers.com for details