Checklist template

Contractor and pro desk operations

A ready-to-use checklist with 98 items in 6 sections, covering Order taking, Quotes, Staging, Delivery, Accounts, Follow-up. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 98 Items
  • 79 Yes / No checks
  • 6 Scored ratings
  • 109 Points

Use this template How audits work

1. Order taking 18 items

  1. The pro desk is staffed from store opening, when contractors load up for the day Yes / No 1 pt
  2. The pro desk phone line is answered, or voicemail is returned, within the time set by company policy Yes / No 1 pt
  3. Orders received by email or text are acknowledged within the time set by company policy Yes / No 1 pt
  4. Each order is entered under the contractor's account with a job name or purchase order number Yes / No 1 pt
  5. The person placing the order is checked against the account's list of authorized buyers Yes / No 1 pt
  6. Quantities, dimensions and grades are read back to the contractor before the order is closed Yes / No 1 pt
  7. Any substitution is agreed with the contractor before it is entered Yes / No 1 pt
  8. The pickup or delivery time promised is written on the order Yes / No 1 pt
  9. Lines that are out of stock are flagged when the order is taken, with an alternative or a transfer from another store offered Yes / No 1 pt
  10. The lead time of each special-order line is stated to the contractor and shown on the order Yes / No 1 pt
  11. Material lists taken off from plans are returned within the turnaround set by company policy Yes / No 1 pt
  12. 5 orders sampled each show a job name, a contact phone number and a promised time Yes / No 1 pt
  13. Orders of the 5 sampled with missing information Number
  14. Parking or loading spaces reserved for contractors near the pro entrance are free of other vehicles Yes / No 1 pt
  15. A register is assigned to pro customers during the morning peak Yes / No 1 pt
  16. Every pro desk employee has completed the company's product training for lumber and building materials, per the training record Yes / No 1 pt
  17. Pro orders entered on the last full business day Number
  18. Order taking at the pro desk Rating
    • Fast, read back and complete 5 pts
    • Complete but slow to respond 3 pts
    • Orders incomplete or unanswered 1 pt

2. Quotes 16 items

  1. Quotes are entered in the system rather than written by hand Yes / No 1 pt
  2. Each quote identifies products by item number, grade and dimension Yes / No 1 pt
  3. Each quote shows an expiry date Yes / No 1 pt
  4. Quotes that include lumber or other commodity-priced products state how long the price is held Yes / No 1 pt
  5. Delivery charges and taxes appear as separate lines on the quote Yes / No 1 pt
  6. 5 quote requests sampled were answered within the turnaround set by company policy Yes / No 1 pt
  7. Quotes above the value set by company policy are sent to the bid desk or the manager for volume pricing Yes / No 1 pt
  8. Prices below the standard margin are approved by an authorized person, whose name is on the quote Yes / No 1 pt
  9. Material takeoffs for whole-house or large jobs are checked by a second person before the quote is sent Yes / No 1 pt
  10. Each open quote is followed up before it expires, and the contact is logged Yes / No 1 pt
  11. An accepted quote is converted to an order in the system without being keyed in again Yes / No 1 pt
  12. The reason is recorded when a quote is lost Yes / No 1 pt
  13. Quotes issued in the last 7 days Number
  14. Quotes issued in the last 7 days that became orders Number
  15. Open quotes past their expiry date Number
  16. Quality and follow-up of quotes Rating
    • Accurate, timely and followed up 5 pts
    • Accurate but not followed up 3 pts
    • Late or with errors 1 pt

3. Staging 16 items

  1. Will-call orders are picked by the promised time Yes / No 1 pt
  2. Orders for early-morning pickup are staged the day before Yes / No 1 pt
  3. Each staged order is labeled with the account name, order number and piece or pallet count (for example 1 of 3) Yes / No 1 pt
  4. The pro staging area is marked off and holds no sales floor stock Yes / No 1 pt
  5. Orders for one job are staged together when the account has several jobs open Yes / No 1 pt
  6. Orders above the line count set by company policy are checked by a second person Yes / No 1 pt
  7. Lines that could not be picked are noted on the pick ticket and the contractor is called before pickup Yes / No 1 pt
  8. Staged pallets are stretch-wrapped or banded Yes / No 1 pt
  9. Staged lumber, drywall and bagged goods are kept under cover Yes / No 1 pt
  10. Staged stock is reserved in the system so that it cannot be sold to another customer Yes / No 1 pt
  11. Staged orders are arranged by pickup time, with the next morning's orders nearest the pickup door Yes / No 1 pt
  12. 3 orders due for pickup today were complete against their pick ticket Yes / No 1 pt
  13. The contractor is called or texted when the staged order is ready Yes / No 1 pt
  14. Orders not collected within the days set by company policy are followed up and returned to stock Yes / No 1 pt
  15. Staged orders older than 7 days at the time of the visit Number
  16. Staging of pro orders Rating
    • Complete, labeled and easy to find 5 pts
    • Staged but mislabeled or incomplete 3 pts
    • Orders not ready when promised 1 pt

4. Delivery 17 items

  1. Each delivery ticket gives the site address, the site contact and where on the site to place the material Yes / No 1 pt
  2. The contractor is given the delivery window the day before Yes / No 1 pt
  3. The truck is matched to the load and the site (boom truck for drywall and roofing, truck-mounted forklift for pallets) Yes / No 1 pt
  4. Site conditions for a rooftop or upper-floor drop are confirmed with the contractor before the truck is booked Yes / No 1 pt
  5. Deliveries to sites where no one will be present follow drop instructions the contractor gave in writing Yes / No 1 pt
  6. Proof of delivery is a signature or, for an unattended site, a photo of the material where it was placed Yes / No 1 pt
  7. On-time delivery is measured and posted at the pro desk Yes / No 1 pt
  8. On-time deliveries in the last 7 days (%) Number
  9. The pro desk tells the contractor about a delay before the delivery window ends Yes / No 1 pt
  10. Delivery errors (wrong item, short, damaged) are logged with their cause Yes / No 1 pt
  11. Back-ordered lines are delivered on a follow-up ticket and the contractor is told the date Yes / No 1 pt
  12. Requests for same-day delivery are accepted or declined within the time set by company policy Yes / No 1 pt
  13. Returns are picked up from the job site on a scheduled run Yes / No 1 pt
  14. Job site returns are credited within the days set by company policy Yes / No 1 pt
  15. Delivery charges follow the company rate schedule, and waived charges show an approver Yes / No 1 pt
  16. Pro deliveries scheduled for today Number
  17. Delivery service to job sites Rating
    • On time, complete and documented 5 pts
    • Mostly on time with some errors 3 pts
    • Frequent late or wrong deliveries 1 pt

5. Accounts 16 items

  1. New account applications are complete and sent to the credit department on the day they are received Yes / No 1 pt
  2. Contract pricing on each account sampled shows an expiry date that has not passed Yes / No 1 pt
  3. The available credit is checked when an order is taken Yes / No 1 pt
  4. Orders that exceed the credit limit are held until the credit department releases them Yes / No 1 pt
  5. Accounts flagged as purchase order required cannot be charged without a purchase order number Yes / No 1 pt
  6. Signed tickets for charge sales are filed or scanned daily Yes / No 1 pt
  7. 3 items checked on a contract-priced account rang at the contract price Yes / No 1 pt
  8. Tax exemption certificates on file are current for the accounts sampled Yes / No 1 pt
  9. The job information needed to protect lien rights is collected at job setup, as required by local regulation Yes / No 1 pt
  10. The past-due list is reviewed weekly by the pro desk manager with the credit department Yes / No 1 pt
  11. Contractors paying by cash or card are offered enrollment in the pro program so their purchases are tracked Yes / No 1 pt
  12. Returns are credited to the account and job of the original sale Yes / No 1 pt
  13. Disputed invoices are logged and resolved within the days set by company policy Yes / No 1 pt
  14. Accounts on credit hold at the time of the visit Number
  15. Active pro accounts at this store Number
  16. Administration of pro accounts Rating
    • Accurate and controlled 5 pts
    • Some gaps in records or pricing 3 pts
    • Credit or pricing rules not applied 1 pt

6. Follow-up 15 items

  1. Each new account is called after its first order Yes / No 1 pt
  2. Each of the store's top accounts is assigned to a named employee Yes / No 1 pt
  3. Visits to job sites and contractors' offices are logged with the date and the outcome Yes / No 1 pt
  4. Accounts with no purchase in 90 days are listed and called Yes / No 1 pt
  5. Contractors are called after a large delivery to confirm that it was complete Yes / No 1 pt
  6. The status of back orders is given to the contractor at least weekly without being asked Yes / No 1 pt
  7. Complaints from contractors are logged with the resolution and the date resolved Yes / No 1 pt
  8. Contractor complaints open at the time of the visit Number
  9. Warranty claims on behalf of contractors are opened with the vendor and tracked to closure Yes / No 1 pt
  10. Sales by account are compared with the same period last year each month Yes / No 1 pt
  11. A contractor event or vendor demonstration is on the calendar for the current quarter Yes / No 1 pt
  12. Feedback from contractors is shared with yard and delivery employees at staff meetings Yes / No 1 pt
  13. Name of the pro desk manager Short text
  14. Overall service to contractors and pro customers Rating
    • Strong 5 pts
    • Acceptable 3 pts
    • Weak 1 pt
  15. Corrective actions required Comments

About this template

This checklist is part of the InspectLoop 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 InspectLoop you can add photos, assign corrective actions, require sign-off and compare results across sites.

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