Title Page
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Conducted on
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Prepared by
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Location
Ambiance & Appearance
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Doors & windows smudge free
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Floor free of sand, water and obstacles
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Windows, window treatments, walls, cupboards and surfaces free of dust
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Testers available and visible
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Music on and at a reasonable volume
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Counter tops decluttered
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Price tags on all items, or printed signage displayed adjacent to non-tagged items
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Organized displays - matching material, matching styles and matching colors
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L&G displays good posture, professional appearance
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Wearing a smile & name tag. Credo card & daily available.
Warm Welcome
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Greets guest immediately with appropriate verbiage ("Good Morning/Afternoon. Welcome to XX")
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If there is a que, new guests entering the store are acknowledged within 2 minutes
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Own name is mentioned
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Assistance is offered and given if accepted
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Appropriate verbiage used ("Certainly Mr. Smith!", Absolutely, Mrs Smith", "I would be happy to Ms. Smith")
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Engaged in warm genuine conversation throughout the experience
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Guest name requested and used throughout the conversation in a warm, genuine way
Anticipation Of Guest Needs
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Positive verbiage used and alternatives offered. ("I'm afraid that is not available at this time, but would you like to tryXXX" instead of "No")
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Anticipatory service/solution/opportunity offered ("We do have postage stamps if you need those as well" to guest purchasing post cards)
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Further assistance offered to guest ("Mr/Mrs/Ms Smith, is there anything further which I can do to assist with your stay?")
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Receipt offered in a genuine, conversational manner (or offer to bring to room is there is a technical issue)
Fond Farewell
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Warm sincere closing offered with appreciation demonstrated ("Thank you for coming in this morning Mr. Smith")
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Fond farewell and welcome back offered ("Do enjoy your beach day/stingray tour/etc. We hope to see you again soon.")
