Retail Staff Audit Sheet

• Document No.

• Audit Title

• Client / Site

• Conducted on

  Date

• Prepared by

• Location
  Address

• Personnel

Grooming

• Did the retail staff wear clean and ironed uniform?

  Yes

  No

  N/A

• Comments

• Did the retail staff wear the appropriate footwear?

  Yes

  No

  N/A

• Comments

• Did the retail staff have well-groomed hair?

  Yes

  No

  N/A

• Comments

• Did the retail staff wear the appropriate uniform?

  Yes

  No

  N/A

• Comments

• Did the retail staff have good personal hygiene?

  Yes

  No

  N/A

• Comments

Customer Service Skills

• Did the retail staff smile and greet the customer appropriately?

  Yes

  No

  N/A

• Comments

• Did the retail staff proactively offer help?

  Yes

  No

  N/A

• Comments

• Did the retail staff actively listen to the customer's query, enquiry or issue?

  Yes

  No

  N/A

• Comments

• Did the retail staff ask relevant questions to understand customer's concern?

  Yes

  No

  N/A

• Comments

• Did the retail staff sound energetic and willing to help?

  Yes

  No

  N/A

• Comments

• Did the retail staff sound confident when talking to the customer?

  Yes

  No

  N/A

• Comments

• Did the retail staff use positive language when talking to customer?

  Yes

  No

  N/A

• Comments

• Did the retail staff offer additional help?

  Yes

  No

  N/A

• Comments

• Did the retail staff smile when saying goodbye and thank the customer?<br>

  Yes

  No

  N/A

• Comments

Product Knowledge

• Did the retail staff provide the correct resolution or information?<br>

  Yes

  No

  N/A

• Comments

• Did the retail staff upsell our bmobile-vodafone products?

  Yes

  No

  N/A

• Comments

• Did the retail staff escalate the query, enquiry or issue to Customer Care properly?<br>

  Yes

  No

  N/A

• Comments

• Did the retail staff enter the details of the escalation in the logbook?<br>

  Yes

  No

  N/A

• Comments

Feedback

• Positive Feedback

• Areas for Improvement

• Action Plan