Checklist template

Customer service and selling standards for fashion retailers

A ready-to-use checklist with 107 items in 6 sections, covering Greeting, Needs discovery, Fitting room service, Add-ons, Checkout, Farewell. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 107 Items
  • 91 Yes / No checks
  • 7 Scored ratings
  • 126 Points

Use this template How audits work

1. Greeting 17 items

  1. An employee is positioned within sight of the entrance at the time of the visit Yes / No 1 pt
  2. Entrance coverage is assigned by name on the zone chart for peak hours Yes / No 1 pt
  3. Customers observed were greeted within 30 seconds of entering Yes / No 1 pt
  4. The greeting is a welcome or a comment, not "Can I help you?" Yes / No 1 pt
  5. Employees make eye contact when greeting Yes / No 1 pt
  6. Employees stop folding or stocking to greet a customer Yes / No 1 pt
  7. Employees give their first name during the first contact Yes / No 1 pt
  8. Employees wear a name tag Yes / No 1 pt
  9. Employees are dressed to the company dress standard (current-season product where required) Yes / No 1 pt
  10. The greeter mentions one current offer or new arrival Yes / No 1 pt
  11. A customer who says "just looking" is told the employee's name and left to browse Yes / No 1 pt
  12. A browsing customer is approached a second time within 5 minutes Yes / No 1 pt
  13. A shopping bag or basket is offered to customers carrying 2 or more items Yes / No 1 pt
  14. Employees are not gathered in conversation at the cash wrap while customers are on the floor Yes / No 1 pt
  15. No employee uses a personal phone on the sales floor Yes / No 1 pt
  16. Of 5 customers observed entering, number greeted within 30 seconds Number
  17. Greeting of customers observed Rating
    • Prompt, warm and personal 5 pts
    • Prompt but scripted 3 pts
    • Late or absent 1 pt

2. Needs discovery 18 items

  1. The employee asks open questions that cannot be answered by yes or no Yes / No 1 pt
  2. The employee asks what occasion or use the customer is shopping for Yes / No 1 pt
  3. The employee asks about the fit the customer prefers (relaxed, slim, cropped) or the size usually worn Yes / No 1 pt
  4. The employee asks what the customer already owns to wear with the item Yes / No 1 pt
  5. The employee lets the customer finish and restates the need before showing product Yes / No 1 pt
  6. The employee walks the customer to the product instead of pointing Yes / No 1 pt
  7. The employee shows at least 2 options that match what the customer described Yes / No 1 pt
  8. The employee names one fabric, fit or care feature of the item shown (stretch, machine washable, lined) Yes / No 1 pt
  9. The employee can explain the difference between the fits in the denim or pants range Yes / No 1 pt
  10. The employee can say whether a style runs small or large Yes / No 1 pt
  11. When a size or color is not on the floor, the employee checks stock on a handheld instead of guessing Yes / No 1 pt
  12. The employee offers to order a missing size from another store or online Yes / No 1 pt
  13. The employee states current promotions without having to look them up Yes / No 1 pt
  14. Asked about price, the employee shows options at more than one price point Yes / No 1 pt
  15. For a gift, the employee asks about the recipient's size and style Yes / No 1 pt
  16. An employee asked could name 3 new arrivals or best sellers of the week Yes / No 1 pt
  17. Product knowledge of the employees asked Rating
    • Confident on fit, fabric and stock 5 pts
    • Knows the basics 3 pts
    • Could not answer 1 pt
  18. Discovery of customer needs in the interactions observed Rating
    • Questions asked and answers used 5 pts
    • One or two questions 3 pts
    • No questions, product only 1 pt

3. Fitting room service 18 items

  1. The employee offers to start a fitting room when a customer is holding items Yes / No 1 pt
  2. The employee carries the customer's items to the fitting room Yes / No 1 pt
  3. The employee who began the sale stays with the customer, or introduces the fitting room attendant by name Yes / No 1 pt
  4. The employee uses the customer's name during the fitting Yes / No 1 pt
  5. The employee brings a second size of the main item at the start of the fitting Yes / No 1 pt
  6. The employee brings an item the customer did not choose that goes with what is being tried on Yes / No 1 pt
  7. The employee asks which item the customer likes most and builds the next suggestion on it Yes / No 1 pt
  8. The employee invites the customer to step out to the large mirror Yes / No 1 pt
  9. The employee comments on a specific point of fit (length, shoulder, rise) rather than "it looks great" Yes / No 1 pt
  10. When an item does not fit, the employee proposes another size or style Yes / No 1 pt
  11. The employee asks which items the customer has decided on Yes / No 1 pt
  12. The employee takes the unwanted items from the customer Yes / No 1 pt
  13. Hemming or alterations are mentioned when the length or fit calls for them, where the store offers them Yes / No 1 pt
  14. A seat is offered to a companion who is waiting Yes / No 1 pt
  15. The employee walks the customer and the chosen items to the cash wrap Yes / No 1 pt
  16. A customer leaving the fitting room without buying is asked what did not work Yes / No 1 pt
  17. Of the customers observed in the fitting rooms, number who were offered another size or item Number
  18. Selling in the fitting room Rating
    • Fitting led by the employee 5 pts
    • Sizes fetched on request 3 pts
    • Customer left alone 1 pt

4. Add-ons 19 items

  1. The employee suggests a specific item to go with the main item (belt with pants, layer with a dress) Yes / No 1 pt
  2. The suggested item is shown or handed to the customer, not only mentioned Yes / No 1 pt
  3. Accessories are brought to the customer instead of the customer being sent to find them Yes / No 1 pt
  4. A multi-buy offer is mentioned when the customer is one unit short of it Yes / No 1 pt
  5. Garment care or shoe care products are offered with a purchase they suit Yes / No 1 pt
  6. Socks, underwear or other basics are suggested at the cash wrap Yes / No 1 pt
  7. A gift card is suggested to a gift shopper who is unsure of the size Yes / No 1 pt
  8. Loyalty rewards the customer can redeem today are mentioned Yes / No 1 pt
  9. A customer who declines a suggestion is not pressed a second time Yes / No 1 pt
  10. Add-on suggestions match the occasion or use the customer described Yes / No 1 pt
  11. The focus item of the week was named at today's shift huddle Yes / No 1 pt
  12. Each employee asked knows today's units-per-transaction goal Yes / No 1 pt
  13. Units per transaction and average sale are posted in the back room and were updated this week Yes / No 1 pt
  14. Each employee has a sales goal for the shift Yes / No 1 pt
  15. The manager is on the sales floor coaching during peak hours, not in the office Yes / No 1 pt
  16. Units per transaction yesterday Number
  17. Units-per-transaction goal for the store Number
  18. Conversion rate yesterday (%) Number
  19. Add-on selling in the interactions observed Rating
    • Specific item shown in every sale 5 pts
    • Generic "anything else?" 3 pts
    • No suggestion made 1 pt

5. Checkout 18 items

  1. Customers joining the line are acknowledged by the cashier Yes / No 1 pt
  2. A second register opens when the line passes the number of customers set by company standard Yes / No 1 pt
  3. The cashier asks whether the customer found everything Yes / No 1 pt
  4. The cashier asks for the loyalty account or offers enrollment in one sentence Yes / No 1 pt
  5. An emailed receipt is offered, and the email address is collected with the consent required by local regulation Yes / No 1 pt
  6. The store credit card is offered once, as company policy states Yes / No 1 pt
  7. The cashier confirms the size of each item with the customer while scanning Yes / No 1 pt
  8. Promotions and loyalty discounts show on the transaction before payment Yes / No 1 pt
  9. The cashier tells the customer the amount saved Yes / No 1 pt
  10. Security tags are removed from every item Yes / No 1 pt
  11. Garments are folded, and wrapped in tissue where the standard requires, before bagging Yes / No 1 pt
  12. A gift receipt is offered Yes / No 1 pt
  13. The return policy is explained to the customer Yes / No 1 pt
  14. Final-sale items in the purchase are pointed out before payment Yes / No 1 pt
  15. The cashier does not answer the phone while serving a customer Yes / No 1 pt
  16. The bag is handed to the customer by its handles Yes / No 1 pt
  17. Customers in the checkout line at the time of the visit Number
  18. Checkout experience observed Rating
    • Quick, accurate and friendly 5 pts
    • Accurate but impersonal 3 pts
    • Slow or with errors 1 pt

6. Farewell 17 items

  1. The cashier thanks the customer by name when the name shows on the loyalty account or card Yes / No 1 pt
  2. The invitation to return mentions something specific (next arrivals, an upcoming event) Yes / No 1 pt
  3. The cashier points out the survey invitation on the receipt Yes / No 1 pt
  4. The cashier finishes with the customer before turning to another task Yes / No 1 pt
  5. An employee near the door says goodbye to customers leaving, including those who did not buy Yes / No 1 pt
  6. A customer leaving empty-handed is asked whether they found what they came for Yes / No 1 pt
  7. Help with the door is offered to customers with a stroller or several bags Yes / No 1 pt
  8. Where the store runs a client book, the employee offers to contact the customer when a requested item arrives Yes / No 1 pt
  9. Customer requests in the client book carry a follow-up date Yes / No 1 pt
  10. Requests whose follow-up date has passed show that the customer was contacted Yes / No 1 pt
  11. Customer complaints are recorded and passed to the manager the same day Yes / No 1 pt
  12. The latest customer satisfaction results are posted for the team Yes / No 1 pt
  13. Latest customer satisfaction score for the store Number
  14. The manager reviews customer comments with the team at least weekly Yes / No 1 pt
  15. Name of the manager on duty Short text
  16. Overall service and selling standard observed Rating
    • Consistent across the team 5 pts
    • Depends on the employee 3 pts
    • Below standard 1 pt
  17. Corrective actions required Comments

About this template

This checklist is part of the Bindy template library. Yes / No checks score 1 point when met; ratings score the points shown for each option. The overall score is the percentage of points earned, with N/A answers excluded. In Bindy you can add photos, assign corrective actions, require sign-off and compare results across sites.

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