Checklist template

Customer Service Standards

A ready-to-use checklist with 77 items in 6 sections, covering First Impressions and Greeting, Communication and Knowledge, Active Assistance and Upselling, Conflict and Problem Resolution, Checkout and Fond Farewell, Professionalism and Teamwork. Use it as-is in InspectLoop, or adapt it to your own standards in minutes.

  • 6 Sections
  • 77 Items
  • 70 Yes / No checks
  • 6 Scored ratings
  • 1110 Points

Use this template How audits work

1. First Impressions and Greeting 11 items

  1. Was every customer acknowledged with a smile or eye contact within 10 feet? Yes / No 15 pts
  2. Did staff provide a verbal greeting within 15-30 seconds of entry? Yes / No 20 pts
  3. Are staff members wearing clean, pressed, and approved uniforms? Yes / No 10 pts
  4. Are name tags visible, straight, and easy to read? Yes / No 5 pts
  5. Is the staff's body language open, alert, and welcoming? Yes / No 15 pts
  6. Did staff stop operational tasks (stocking/cleaning) to prioritize a guest? Yes / No 20 pts
  7. Is the entrance area free of staff "huddling" or personal conversations? Yes / No 15 pts
  8. Does the greeting feel authentic rather than scripted/robotic? Yes / No 10 pts
  9. Were customers entering with children or pets given a specific welcome? Yes / No 5 pts
  10. Is the reception/host desk clean and free of personal clutter? Yes / No 10 pts
  11. Greeting energy level: Rating
    • Warm/Proactive 15 pts
    • Reactive 7 pts
    • Indifferent 0 pts

2. Communication and Knowledge 13 items

  1. Did staff use the customer's name (if known) during the interaction? Yes / No 10 pts
  2. Are staff members avoiding slang or overly casual "filler" words? Yes / No 10 pts
  3. Did staff answer product or service questions without hesitation? Yes / No 25 pts
  4. If unsure of an answer, did staff seek help from a lead immediately? Yes / No 15 pts
  5. Did staff listen actively without interrupting the guest? Yes / No 15 pts
  6. Was the tone of voice helpful, calm, and professionally pitched? Yes / No 10 pts
  7. Did staff explain complex policies (returns/warranties) in simple terms? Yes / No 15 pts
  8. Are staff members familiar with all current in-store and online promos? Yes / No 20 pts
  9. Did staff offer technical specifications for high-consideration items? Yes / No 15 pts
  10. Was "active listening" demonstrated through summarizing the guest's needs? Yes / No 10 pts
  11. Are staff members using "Power Words" (Excellent, Certainly, Absolutely)? Yes / No 5 pts
  12. Did staff maintain appropriate personal space during the conversation? Yes / No 10 pts
  13. Technical expertise: Rating
    • Expert Level 20 pts
    • Proficient 10 pts
    • Training Needed 0 pts

3. Active Assistance and Upselling 13 items

  1. Did staff offer a basket or hands-free assistance to the guest? Yes / No 10 pts
  2. Was the guest escorted to the item (rather than pointed to it)? Yes / No 25 pts
  3. Did staff ask open-ended questions to identify specific customer needs? Yes / No 20 pts
  4. Was a complementary product or add-on suggested based on the lead item? Yes / No 20 pts
  5. Did staff offer an alternative (pivot) if the requested item was OOS? Yes / No 15 pts
  6. Were special orders or "endless aisle" online options explained? Yes / No 15 pts
  7. Did staff handle multiple guests efficiently during peak volume? Yes / No 10 pts
  8. Did staff demonstrate the product or offer a trial/sample? Yes / No 20 pts
  9. Was the "Rule of Three" (showing 3 price points/options) utilized? Yes / No 10 pts
  10. Did staff help the guest compare two different brands/models? Yes / No 15 pts
  11. Did staff mention the benefits of the product over just the features? Yes / No 15 pts
  12. Was a "sense of urgency" created for limited-time offers? Yes / No 10 pts
  13. Engagement quality: Rating
    • Consultative 20 pts
    • Transactional 10 pts
    • Passive 0 pts

4. Conflict and Problem Resolution 13 items

  1. Did staff apologize sincerely for any service delays or errors? Yes / No 20 pts
  2. Was a supervisor/manager involved promptly for complex issues? Yes / No 15 pts
  3. Did staff maintain professional composure with difficult guests? Yes / No 25 pts
  4. Was a solution offered that successfully met the guest's satisfaction? Yes / No 30 pts
  5. Did staff follow up (or log) to ensure the issue was fully resolved? Yes / No 15 pts
  6. Are "Service Recovery" tools used appropriately and documented? Yes / No 15 pts
  7. Did the staff member take full ownership of the problem? Yes / No 20 pts
  8. Was the guest given a realistic timeline for a resolution/callback? Yes / No 15 pts
  9. Did staff use "Empathy Statements" during the interaction? Yes / No 15 pts
  10. Was the final resolution confirmed verbally with the customer? Yes / No 10 pts
  11. Is there a record of the complaint in the store's digital log? Yes / No 10 pts
  12. Was the customer offered a gesture of goodwill (if applicable)? Yes / No 10 pts
  13. Conflict resolution skill: Rating
    • Highly Effective 25 pts
    • Fair 12 pts
    • Poor 0 pts

5. Checkout and Fond Farewell 13 items

  1. Did the cashier establish eye contact and greet the guest by name? Yes / No 15 pts
  2. Was the transaction processed quickly and without error? Yes / No 15 pts
  3. Did staff handle fragile items with extreme care during bagging? Yes / No 15 pts
  4. Was the loyalty program or email list mentioned as a value-add? Yes / No 10 pts
  5. Did staff thank the customer for their specific purchase? Yes / No 10 pts
  6. Was a sincere "Fond Farewell" given (e.g., "We'll see you again")? Yes / No 15 pts
  7. Did staff offer to help the guest to their car with large items? Yes / No 20 pts
  8. Was the receipt offered in the guest's preferred format (print/digital)? Yes / No 5 pts
  9. Is the checkout counter free of personal drinks, snacks, or phones? Yes / No 15 pts
  10. Did the cashier offer information on how to provide feedback/survey? Yes / No 10 pts
  11. Was the price of each item called out during scanning? Yes / No 10 pts
  12. Did staff invite the guest to an upcoming store event? Yes / No 10 pts
  13. Checkout experience: Rating
    • Seamless/Friendly 15 pts
    • Standard 7 pts
    • Robotic 0 pts

6. Professionalism and Teamwork 14 items

  1. Are staff members avoiding "huddling" for personal talk? Yes / No 20 pts
  2. Are mobile phones completely out of sight in front-of-house? Yes / No 30 pts
  3. Is the service desk/POS area clean and sanitized? Yes / No 10 pts
  4. Are staff eating or drinking only in designated break areas? Yes / No 15 pts
  5. Is the staff's posture professional (not leaning or slouching)? Yes / No 10 pts
  6. Does the team appear cohesive and supportive of one another? Yes / No 10 pts
  7. Do staff members help "unattended" guests, even if out of their zone? Yes / No 20 pts
  8. Is there a visible "Lead" or Manager on the floor at all times? Yes / No 15 pts
  9. Are staff using headsets or radios professionally (avoiding chatter)? Yes / No 10 pts
  10. Do staff avoid discussing internal store issues in front of guests? Yes / No 20 pts
  11. Is the staff's grooming and hygiene up to brand standards? Yes / No 10 pts
  12. Are staff members following the "6-foot rule" for guest proximity? Yes / No 10 pts
  13. Professional atmosphere: Rating
    • Exceptional 15 pts
    • Acceptable 7 pts
    • Unprofessional 0 pts
  14. Final audit summary: 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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