Checklist template

Retail Secret Shopper

A ready-to-use checklist with 78 items in 7 sections, covering First Impressions & Exterior, Store Atmosphere & Merchandising, Employee Greeting & Initial Contact, Consultative Selling & Product Knowledge, Fitting Rooms & Assistance Zones, Checkout & Transaction Experience and more. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 7 Sections
  • 78 Items
  • 70 Yes / No checks
  • 7 Scored ratings
  • 765 Points

Use this template How audits work

1. First Impressions & Exterior 11 items

  1. Is the exterior parking lot clean and free of litter/debris? Yes / No 10 pts
  2. Are the main entrance doors clean, glass clear, and free of smudges? Yes / No 8 pts
  3. Is all exterior store signage fully illuminated and functional? Yes / No 10 pts
  4. Are current promotional posters in window displays wrinkle-free and straight? Yes / No 7 pts
  5. Is the entryway free of safety hazards, blockages, or stagnant water? Yes / No 10 pts
  6. Are the posted store operating hours clearly visible from the outside? Yes / No 5 pts
  7. Are external trash receptacles emptied and not overflowing? Yes / No 7 pts
  8. Is the window display masking or coverage well below 15% for visibility? Yes / No 8 pts
  9. If applicable, are outdoor shopping carts organized and easily accessible? Yes / No 10 pts
  10. Is the overall curb appeal inviting and aligned with brand standards? Yes / No 15 pts
  11. Exterior Condition: Rating
    • Immaculate 10 pts
    • Acceptable 5 pts
    • Poor 0 pts

2. Store Atmosphere & Merchandising 11 items

  1. Is the store temperature comfortable upon entry (not too hot/cold)? Yes / No 8 pts
  2. Is the background music at an appropriate, non-disruptive volume? Yes / No 7 pts
  3. Are the main shopping aisles wide open and clear of stocking boxes? Yes / No 10 pts
  4. Is the store lighting fully functional with no burnt-out bulbs? Yes / No 8 pts
  5. Are the promotional end-caps fully stocked with no empty gaps? Yes / No 12 pts
  6. Are items on the primary shelves pulled forward and "faced" neatly? Yes / No 10 pts
  7. Are price tags or barcode labels present for every visible item? Yes / No 12 pts
  8. Is the store floor free of visible dust, dirt, or sticky spots? Yes / No 10 pts
  9. Are clearance or markdown sections clearly organized (not messy)? Yes / No 8 pts
  10. Do clearance signs match the actual discounts applied at checkout? Yes / No 10 pts
  11. Merchandising Standard: Rating
    • Grand Opening Ready 10 pts
    • Disorganized 0 pts

3. Employee Greeting & Initial Contact 11 items

  1. Was the shopper acknowledged within 10 seconds of entering a zone? Yes / No 12 pts
  2. Did the employee make direct eye contact and smile during greeting? Yes / No 10 pts
  3. Was a warm, open verbal greeting used (e.g., "Welcome to [Brand]")? Yes / No 12 pts
  4. Are all visible staff members wearing a clean, approved uniform? Yes / No 8 pts
  5. Is the employee's name tag clearly visible and readable? Yes / No 8 pts
  6. Did staff appear approachable (not huddling together or on personal phones)? Yes / No 15 pts
  7. Was the shopper asked an open-ended question to assess their needs? Yes / No 10 pts
  8. Did staff maintain a professional, helpful posture during initial contact? Yes / No 10 pts
  9. If the first employee was busy, did another staff member wave or smile? Yes / No 5 pts
  10. Was the greeting natural and enthusiastic rather than robotic? Yes / No 10 pts
  11. Greeting Quality: Rating
    • Welcoming 10 pts
    • Ignored 0 pts

4. Consultative Selling & Product Knowledge 11 items

  1. Did the employee actively listen without interrupting the shopper's prompt? Yes / No 10 pts
  2. Did staff accurately answer specific technical questions about an item? Yes / No 12 pts
  3. Did the associate confidently explain product features and user benefits? Yes / No 12 pts
  4. Did the employee proactively offer a relevant up-sell or accessory? Yes / No 10 pts
  5. Was a cross-sell suggestion made (e.g., matching items or gift ideas)? Yes / No 8 pts
  6. Did the employee physically walk the shopper to the item's location? Yes / No 10 pts
  7. If an item was out of stock, did staff offer to check the inventory system? Yes / No 10 pts
  8. Did the associate suggest an alternative product or online ordering? Yes / No 8 pts
  9. Did the employee mention any active store promotions or bundle deals? Yes / No 10 pts
  10. Was the employee's sales approach helpful rather than overly aggressive? Yes / No 10 pts
  11. Engagement Level: Rating
    • High Value Sales 10 pts
    • Order Taker Only 5 pts

5. Fitting Rooms & Assistance Zones 11 items

  1. If applicable, was the assistance/fitting room area clean and tidy? Yes / No 10 pts
  2. Was a staff member stationed near or responsive to the assistance zone? Yes / No 10 pts
  3. Did the associate unlock or prepare the space promptly for the shopper? Yes / No 10 pts
  4. Was the shopper's name used during the interaction if shared? Yes / No 5 pts
  5. Did the employee check in on the shopper midway through their trial? Yes / No 12 pts
  6. Were alternative sizes or variations brought directly to the shopper? Yes / No 12 pts
  7. Are fitting room mirrors, hooks, and seating clean and undamaged? Yes / No 8 pts
  8. Was the lighting in the assistance zone flattering and functional? Yes / No 8 pts
  9. Did the employee clear unwanted items immediately after use? Yes / No 10 pts
  10. Did the associate encourage the final purchase before heading to cash? Yes / No 15 pts
  11. Specialty Zone Score: Rating
    • Premium Service 10 pts
    • Basic 5 pts
    • Neglected 0 pts

6. Checkout & Transaction Experience 11 items

  1. Was the wait time in the checkout line under 2 minutes? Yes / No 12 pts
  2. Did the cashier greet the shopper warmly before scanning items? Yes / No 10 pts
  3. Did the cashier proactively ask about the brand loyalty/rewards program? Yes / No 10 pts
  4. Was the shopper asked if they found everything they were looking for? Yes / No 8 pts
  5. Did the employee handle the merchandise with care during scanning/bagging? Yes / No 8 pts
  6. Was the final purchase total stated clearly before payment? Yes / No 7 pts
  7. Did the cashier explain the return policy or point it out on the receipt? Yes / No 8 pts
  8. Was the receipt handed to the shopper politely (not dropped in the bag)? Yes / No 7 pts
  9. Did the cashier close the interaction with a warm "Thank you" and sign-off? Yes / No 15 pts
  10. Was the counter area clear of loose hangers, trash, or unput-away items? Yes / No 15 pts
  11. Transaction Speed & Tone: Rating
    • Smooth & Friendly 10 pts
    • Friction/Cold 0 pts

7. Security Awareness & Integrity Flags 12 items

  1. Did the cashier scan all items accurately (no double-scans or misses)? Yes / No 15 pts
  2. Did employees maintain basic situational awareness of high-theft items? Yes / No 10 pts
  3. Was the POS terminal layout clean and free of visible security exposures? Yes / No 8 pts
  4. Did staff verify bills/cards professionally without causing delay? Yes / No 10 pts
  5. Were electronic article surveillance (EAS) tags removed or deactivated? Yes / No 12 pts
  6. If an EAS alarm sounded, did staff handle it calmly and professionally? Yes / No 10 pts
  7. Are cash drawers kept closed immediately after transactions finish? Yes / No 12 pts
  8. Did employees avoid discussing internal store issues or schedules in public? Yes / No 10 pts
  9. Was a receipt offered for every single transaction conducted? Yes / No 8 pts
  10. Was there zero unauthorized employee discount behavior observed? Yes / No 15 pts
  11. Integrity & Awareness: Rating
    • Secure & Alert 10 pts
    • Exposure Noted 0 pts
  12. Secret shopper summary narrative: 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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