In the jewelry industry, one key element of the sales process is the final contact with the customer: the employee. We are talking about small and very expensive pieces of gold and diamonds. Understanding and selling the company/brands’s culture makes a big difference as the buyers make their final decision. The problem is that it takes time for the employees to learn the facts and the history of a brand like Tiffany & Co. – and the rotation from one company to the other makes this really difficult. The sales team in LATAM had a low retention rate compared to other regions.