Fresh Start Secret Shopper Scoresheet

• Site #

• Conducted on

  Date

• Audit by

• Personnel on duty

Primary ID and Landscaping

• Picture of outside Landscaping

  Media

• ID sign is free from fading, chipping or cracked

  Yes

  No

  N/A

• All price numbers and letters are present, LED Sign working if applicable

  Yes

  No

  N/A

• No price or letters missing from reader board

  Yes

  No

  N/A

• Clearly visible to passing traffic

  Yes

  No

  N/A

• No unauthorized signs or banners

  Yes

  No

  N/A

• Grass evenly cut, tree/bushes neatly trimmed, no weeds present

  Yes

  No

  N/A

• No trash in landscape area

  Yes

  No

  N/A

Forecourt and Pump Islands

• Picture of Pump Islands

  Media

• Free from trash or litter

  Yes

  No

  N/A

• Free from fresh oil spills

  Yes

  No

  N/A

• POP is current and clean

  Yes

  No

  N/A

• Canopy columns and curbs are clean and in good repair/no peeling paint

  Yes

  No

  N/A

• All canopy lights are functioning

  Yes

  No

  N/A

• Fueling area, parking lot, sidewalk area clean and well maintained

  Yes

  No

  N/A

• Only professional signage displayed with no handwritten signs

  Yes

  No

  N/A

Fuel Dispensers and Island Amenities

• Picture of Fuel Dispenser

  Media

• Dispensers are all functioning and not damaged

  Yes

  No

  N/A

• Proper out of services bags are displayed if dispenser out of service

  Yes

  No

  N/A

• All nozzles CLEAN and no leaking fuel, dirt , and residue

  Yes

  No

  N/A

• All fuel dispensers CLEAN with no leaking fuel, dirt, and residue

  Yes

  No

  N/A

• Card readers are functioning, clean, and dispensing receipts

  Yes

  No

  N/A

• Stocked credit card applications available at dispenser - credit card holder is clean and not damaged

  Yes

  No

  N/A

• All windshield units are stocked, clean, and well maintained

  Yes

  No

  N/A

• Trash containers are not overflowing and clean. Free from oil stains and dirt. Well maintained.

  Yes

  No

  N/A

Outside Store Entrance

• Picture of Store Entrance

  Media

• Window signs professional (not handwritten) and positioned appropriately. No excessive signs (safety and visibility)

  Yes

  No

  N/A

• Entry door glass clean and decals properly placed

  Yes

  No

  N/A

• Building and windows clean and well maintained

  Yes

  No

  N/A

• Trash containers clean and not overflowing

  Yes

  No

  N/A

• All outside building lights are working properly

  Yes

  No

  N/A

• Containers and totes are out of sight of the customer

  Yes

  No

  N/A

• Ash trays (if any) are clean and not overflowing

  Yes

  No

  N/A

• Outside store entrance is clean, including mats/rugs

  Yes

  No

  N/A

Inside the Store, Merchandising Basics

• General Inside Picture

  Media

• All floor displays are full, neat, clean, and price identified appropriately

  Yes

  No

  N/A

• Shelves are full of merchandise and there are zero out of stocks

  Yes

  No

  N/A

• The merchandising is logical and popular products are easily found

  Yes

  No

  N/A

• All merchandise is appropriately fronted and faced

  Yes

  No

  N/A

• All products are price identified professionally (no handwritten signs)

  Yes

  No

  N/A

• Aisles are clear of delivery bins and boxes*

  Yes

  No

  N/A

• * Count as OK if order has just been received and employees are putting the products on the shelves

• Floor is clean. If recently mopped, necessary slippery when wet signage is in place

  Yes

  No

  N/A

• Promotional products are neatly displayed and visible to customers

  Yes

  No

  N/A

• Walls and ceiling or ceiling panels clean and maintained

  Yes

  No

  N/A

Inside the Store Coolers

• Picture of Store Coolers

  Media

• Carbonated drinks price identified, fully stocked, fronted, and faced

  Yes

  No

  N/A

• Beer price identified, fully stocked, fronted, and faced

  Yes

  No

  N/A

• All cooler items fully stocked, no out of stocks

  Yes

  No

  N/A

• Energy drinks are price identified, fully stocked, fronted, and faced

  Yes

  No

  N/A

• Dairy products are price identified, fully stocked, fronted, and faced

  Yes

  No

  N/A

• All cooler doors are clean, signage is professional and in good condition

  Yes

  No

  N/A

• All cooler doors are properly illuminated, no dark doors

  Yes

  No

  N/A

• Coolers have promotional products displayed & price identified

  Yes

  No

  N/A

Cold Fountain Area

• Picture of Cold Fountain Area

  Media

• Fountain equipment is clean, functional and dispensing ice

  Yes

  No

  N/A

• All cups, lids, straws and condiments are available

  Yes

  No

  N/A

• All fountain beverages are properly price identified

  Yes

  No

  N/A

• If equipment is backlit, lighting is 100% functional

  Yes

  No

  N/A

• All cold fountain equipment and areas are clean and properly lit

  Yes

  No

  N/A

• All dispensed cold beverage products are available. No out of stocks.

  Yes

  No

  N/A

• No cleaning supplies visible to customers

  Yes

  No

  N/A

Hot Beverage Area

• Picture of Hot Beverage Area

  Media

• All hot beverages full stocked and freshly made within last 30 minutes

  Yes

  No

  N/A

• All cups,lids,straws and condiments are available

  Yes

  No

  N/A

• All hot beverages are properly price identified

  Yes

  No

  N/A

• All hot beverage equipment is functional

  Yes

  No

  N/A

• All hot beverage machines are clean, lighting is 100% functional

  Yes

  No

  N/A

• No cleaning supplies visible to customers

  Yes

  No

  N/A

Front Counter Area

• Picture of Front Counter Area

  Media

• All Phillips 66 credit card applications current and visible to customers in the store<br>at the front counter area?

  Yes

  No

  N/A

• Transaction area and surrounding counter area neat, clean and easy to access

  Yes

  No

  N/A

• Trash cans clean and not overflowing in checkout area behind counter

  Yes

  No

  N/A

• All surfaces of registers and lottery equipment clean

  Yes

  No

  N/A

• All counter merchandise is fronted, faced, filled and price identified

  Yes

  No

  N/A

• Counter area and inside of store free of handwritten signs

  Yes

  No

  N/A

Freezer Areas

• Picture(s) of Freezer Area(s)

  Media

• Cooler freezer products fronted, faced, filled and price identified

  Yes

  No

  N/A

• Ice freezer products fronted, faced, filled and price identified

  Yes

  No

  N/A

• Ice cream products fronted, faced, filled and price identified

  Yes

  No

  N/A

• All freezer equipment and area clean and well maintained

  Yes

  No

  N/A

Take Out Food

• Picture of Take Out Food

  Media

• The display has adequate inventory, appearing full

  Yes

  No

  N/A

• No expired take out food available for customers

  Yes

  No

  N/A

• All take out food is properly price identified

  Yes

  No

  N/A

Restrooms

• Picture of Restroom (Male/Female/Unisex)

  Media

• Restroom is available

  Yes

  No

  N/A

• Restroom is clean and sanitary

  Yes

  No

  N/A

• Restroom is fully stocked

  Yes

  No

  N/A

• All restroom fixtures working properly

  Yes

  No

  N/A

Outstanding Customer Service

• Picture of Sales Associate

  Media

• Sales associate is giving friendly verbal greeting as customer enters store or when<br>they reach the counter

  Yes

  No

  N/A

• Sales associate is handling transactions efficiently and professionally

  Yes

  No

  N/A

• Sales associate is thanking customers and/or asked them to come back

  Yes

  No

  N/A

• Sales associates are wearing a neat and clean uniform

  Yes

  No

  N/A

• Sales associates are assisting customers, or busy with maintenance and<br>merchandising

  Yes

  No

  N/A

• Sales associates are upselling promotions and specials

  Yes

  No

  N/A

Car Wash and Amenities

• Picture of Car Wash

  Media

• Car Wash available, if yes, is it working properly?

  Yes

  No

  N/A

• Car Wash available, if yes, is it clean from debris?

  Yes

  No

  N/A

• Outside vending machine, if yes, are they working properly?

  Yes

  No

  N/A

• Air and Water available, if yes, are they working properly?

  Yes

  No

  N/A

Service Bay Area

• Picture of Service Bay Area

  Media

• Are the service bay floors clean and properly maintained?

  Yes

  No

  N/A

• Are the service bays free of clutter and used engine parts?

  Yes

  No

  N/A

• Is the equipment clean, well maintained and properly painted?

  Yes

  No

  N/A

• Is there an appropriate area for service orders to be prepared?

  Yes

  No

  N/A

• Is service bay merchandise visible, clean and well placed?

  Yes

  No

  N/A

• Are the all service bay employees in uniform?

  Yes

  No

  N/A

• Complete this form Weekly. When complete, use the Immediate Action plan and give it to the assigned employee(s). Your goal should be to “view the store through the eyes of the customer” and see what the customer sees. You have great tools to assist you and your employees, but using them properly is the key to store merchandising and servicing the total customer experience. By using the tools provided you will increase the opportunity to increase consistency and meet the majority of expectations of your customer.