Checklist template

Sales floor and customer service for toy stores

A ready-to-use checklist with 115 items in 6 sections, covering Greeting, Demonstration areas, Recovery, Stock, Gift services, Checkout. Use it as-is in Bindy, or adapt it to your own standards in minutes.

  • 6 Sections
  • 115 Items
  • 99 Yes / No checks
  • 5 Scored ratings
  • 124 Points

Use this template How audits work

1. Greeting 19 items

  1. An employee greeted the inspector within 30 seconds of entering the store Yes / No 1 pt
  2. Seconds before the inspector was greeted Number
  3. Employees on the sales floor at the time of the visit Number
  4. The zone chart for the current shift names an employee for the front of the store Yes / No 1 pt
  5. Employees on the floor wear the company shirt or apron Yes / No 1 pt
  6. Each employee on the floor wears a name badge Yes / No 1 pt
  7. Employees observed greeting a family spoke to the child as well as to the adult Yes / No 1 pt
  8. The employee asked who the toy was for before suggesting a product Yes / No 1 pt
  9. The employee asked the age of the child before suggesting a product Yes / No 1 pt
  10. The employee asked what the child likes to play with or already owns Yes / No 1 pt
  11. The employee showed options at more than one price point Yes / No 1 pt
  12. The employee pointed out the age grading on the package of the toy recommended Yes / No 1 pt
  13. The employee said whether the recommended toy needs batteries and whether they are included Yes / No 1 pt
  14. The employee walked the customer to the product instead of pointing to an aisle Yes / No 1 pt
  15. Employees asked could name a toy they would recommend for a 3-year-old and one for an 8-year-old without looking it up Yes / No 1 pt
  16. Employees asked could say where this week's advertised feature item is displayed Yes / No 1 pt
  17. Shopping baskets or carts are available inside the entrance Yes / No 1 pt
  18. No employee was seen using a personal phone on the sales floor during the visit Yes / No 1 pt
  19. Quality of the greeting and of the questions asked Rating
    • Prompt greeting with questions about the child 5 pts
    • Greeting only, no questions asked 3 pts
    • No greeting or customer had to look for help 1 pt

2. Demonstration areas 19 items

  1. A demonstration schedule for the current week is on file at the service desk Yes / No 1 pt
  2. The zone chart names an employee for the demonstration table during the store's peak hours Yes / No 1 pt
  3. The toy being demonstrated today is the one named in the current demonstration schedule Yes / No 1 pt
  4. The employee at the demonstration table invited passing children to try the toy Yes / No 1 pt
  5. The employee demonstrating explained how the toy works without reading from the package Yes / No 1 pt
  6. The employee told the adult where to find the boxed toy after the demonstration Yes / No 1 pt
  7. The play area can be seen from an employee's assigned work zone Yes / No 1 pt
  8. Employees asked know the company rule for a child left alone in the play area Yes / No 1 pt
  9. Employees asked could describe the lost child procedure, including who watches the exits Yes / No 1 pt
  10. Bikes and ride-on toys are tried only in the area marked for test rides Yes / No 1 pt
  11. An employee stays with the customer during a test ride Yes / No 1 pt
  12. Employees asked know which products may be taken out of the box for a customer to see Yes / No 1 pt
  13. The in-store events for the month (story time, building event, character visit) are posted at the entrance Yes / No 1 pt
  14. Materials for the next scheduled event have arrived at the store Yes / No 1 pt
  15. The event log shows that the last event started at the advertised time Yes / No 1 pt
  16. Attendance at the last event was recorded in the event log Yes / No 1 pt
  17. Date of the last in-store event Date
  18. Children attending the last in-store event Number
  19. Staff engagement at the demonstration table Rating
    • Employee demonstrating and inviting children to play 5 pts
    • Employee present but waiting to be asked 3 pts
    • Table unattended during peak hours 1 pt

3. Recovery 21 items

  1. A recovery walk of every aisle is scheduled at set times of the day Yes / No 1 pt
  2. The recovery log was initialed for the last scheduled walk Yes / No 1 pt
  3. No product is lying on the floor in the aisles walked Yes / No 1 pt
  4. Opened or crushed packages have been removed from the shelves Yes / No 1 pt
  5. Loose pieces from opened sets (bricks, puzzle pieces, game parts) have been cleared from the shelves Yes / No 1 pt
  6. Plush is in its bins or on its shelves, with none on the floor Yes / No 1 pt
  7. Balls are inside the ball cage or bin Yes / No 1 pt
  8. Action figures and dolls hang on their pegs, not stacked on the shelf below Yes / No 1 pt
  9. Boxed games and puzzles are stacked with the title facing the aisle Yes / No 1 pt
  10. Product is pulled forward to the shelf edge in the aisles walked Yes / No 1 pt
  11. Bikes stand upright in their racks Yes / No 1 pt
  12. Large boxes on upper shelves (playsets, ride-ons) sit fully on the shelf with no overhang Yes / No 1 pt
  13. Dress-up costumes that were tried on are back on hangers in size order Yes / No 1 pt
  14. Books in the reading corner are back on the shelf Yes / No 1 pt
  15. Main aisles are wide enough for a double stroller to pass Yes / No 1 pt
  16. No stock cart or carton is left unattended in an aisle during opening hours Yes / No 1 pt
  17. The go-back cart at the service desk holds less than one cart of misplaced items Yes / No 1 pt
  18. Go-backs from the registers are returned to the shelves at least every 2 hours Yes / No 1 pt
  19. Misplaced items found in a sample of 3 aisles Number
  20. Opened or damaged packages found on the shelves during the visit Number
  21. Condition of the sales floor at the time of the visit Rating
    • Shelves full, faced and floors clear 5 pts
    • Some aisles need recovery 3 pts
    • Most aisles in disorder 1 pt

4. Stock 20 items

  1. The list of this week's 20 top sellers is available to floor employees Yes / No 1 pt
  2. Out of 10 top sellers checked, number missing from the shelf Number
  3. Empty shelf positions are scanned every morning to trigger replenishment Yes / No 1 pt
  4. None of 5 empty shelf positions checked had stock sitting in the stockroom Yes / No 1 pt
  5. Every item on the front page of the current flyer is on the shelf Yes / No 1 pt
  6. When an advertised item is sold out, employees offer a rain check or a substitute per company policy Yes / No 1 pt
  7. When an item is out, the employee checks the stock of nearby stores for the customer Yes / No 1 pt
  8. The employee offers to order an out-of-stock item for home delivery or store pickup Yes / No 1 pt
  9. Customers are called within 24 hours of the arrival of their special order Yes / No 1 pt
  10. Online pickup orders are picked within the time promised by the company Yes / No 1 pt
  11. Pickup orders are packed in opaque bags so a child cannot see what is inside Yes / No 1 pt
  12. Pickup orders are shelved by order number in a designated area Yes / No 1 pt
  13. Items on hold are tagged with the customer's name and the pick-up date Yes / No 1 pt
  14. Hold items past their pick-up date have been returned to the sales floor Yes / No 1 pt
  15. Layaway terms are posted at the service desk where the store offers layaway Yes / No 1 pt
  16. Seasonal stock (outdoor toys, holiday sets) was on the floor by the date in the seasonal calendar Yes / No 1 pt
  17. Layaway items are stored by layaway number and tagged with the final payment date Yes / No 1 pt
  18. Each price check scanner on the sales floor returned a price when tested Yes / No 1 pt
  19. Date of the oldest open special order on file Date
  20. In-stock position of top sellers and advertised items Rating
    • All in stock 5 pts
    • A few items missing 3 pts
    • Many items missing 1 pt

5. Gift services 17 items

  1. A sign at the service desk says that gift wrapping is available and states its price or that it is free Yes / No 1 pt
  2. At least one birthday paper and one all-occasion paper are available at the wrapping station Yes / No 1 pt
  3. The price sticker is removed or covered before a gift is wrapped Yes / No 1 pt
  4. Employees asked could explain how long the recipient of a gift has to exchange it Yes / No 1 pt
  5. A gift receipt printed during the visit showed no price Yes / No 1 pt
  6. Gift cards are stocked on the rack at the registers Yes / No 1 pt
  7. Gift card sleeves or envelopes are available at the registers Yes / No 1 pt
  8. Employees asked could look up a birthday registry or wish list by the child's name Yes / No 1 pt
  9. A registry lookup tested during the visit returned the list in under 2 minutes Yes / No 1 pt
  10. Items bought from a registry are marked as purchased before the customer leaves Yes / No 1 pt
  11. The birthday club or kids' club sign-up is offered to parents at the service desk Yes / No 1 pt
  12. The price of the bike assembly service is posted in the bike department Yes / No 1 pt
  13. The lead time for assembly is quoted to the customer in writing on the work ticket Yes / No 1 pt
  14. Each assembled bike carries a checklist tag signed by the assembler Yes / No 1 pt
  15. Brakes worked on an assembled bike tested during the visit Yes / No 1 pt
  16. Carry-out help is offered for large boxes such as playsets, ride-ons and trampolines Yes / No 1 pt
  17. Employees asked could explain the store's policy on returning an opened toy Yes / No 1 pt

6. Checkout 19 items

  1. Customers waiting in the longest line at the time of the visit Number
  2. Another register was opened when more than 3 customers were waiting Yes / No 1 pt
  3. The line is marked with stanchions or floor markers Yes / No 1 pt
  4. The cashier asked whether the customer found everything they came for Yes / No 1 pt
  5. The cashier asked for the loyalty membership before starting the sale Yes / No 1 pt
  6. The cashier offered batteries for an item sold without them Yes / No 1 pt
  7. The cashier asked whether a gift receipt was wanted Yes / No 1 pt
  8. The cashier offered to bag a toy out of sight when a child was with the customer Yes / No 1 pt
  9. The cashier checked the bottom of the cart for large boxes Yes / No 1 pt
  10. The protection plan was offered on ride-ons or electronics as set by company policy Yes / No 1 pt
  11. The cashier followed the register's age prompt when a video game rated for mature players was scanned Yes / No 1 pt
  12. The prices of 5 items scanned during the visit matched their shelf labels Yes / No 1 pt
  13. Impulse items at the registers each have a price label Yes / No 1 pt
  14. Bags large enough for a boxed playset are stocked at every open register Yes / No 1 pt
  15. The return policy is posted at the registers Yes / No 1 pt
  16. The cashier thanked the customer by the end of the sale Yes / No 1 pt
  17. Name of the manager on duty Short text
  18. Overall customer service observed during the visit Rating
    • Excellent 5 pts
    • Good 4 pts
    • Uneven 3 pts
    • Poor 1 pt
  19. Comments and 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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