Retail Store Standards Audit

• Shop Name

  Select

• Manager Present

  Yes

  No

  N/A

• Prepared By

• Store Team Present (List Names)

External Store Standards

• Are the opening hours displayed and correct?

  Yes

  No

  N/A

• Are there seasonal variance opening hours displayed?

  Yes

  No

  N/A

• What is the date of the last Lottery Draw on the poster?

  Date

• Are all posters relevant and in-date?

  Yes

  No

  N/A

• Is there space for more posters?

• Are the windows clean, smear free and no sticky residue?

• Frequency of window cleaner?

• Is the shop front free of weeds, moss and litter?

  Yes

  No

  N/A

• Does the shop have the tools (broom, dust pan etc) to assist in maintaining the shop front

  Yes

  No

  N/A

• Is the shop front clean and in good condition?

  Yes

  No

  N/A

• Has this been reported and what is the status of the request?

• Is the shop front sign in good condition and clean?

  Yes

  No

  N/A

• Can the window cleaner clean the shop sign?

  Yes

  No

  N/A

Internal Shop Floor Standards

• Is the store accessible to all? Space / Ramp (if needed)

  Yes

  No

  N/A

• Is the music playing in-store appropriate and creating a good atmosphere?

  Yes

  No

  N/A

• Is the store temperature comfortable for colleagues and customers?

  Yes

  No

  N/A

• Are heating / fans in use? If so, are they needed at this moment

  Yes

  No

  N/A

• Is the heating compliant and PAT tested?

  Yes

  No

  N/A

• Is the welcome mat clean and free of dirt / litter?

  Yes

  No

  N/A

• Are all lights working?

  Yes

  No

  N/A

• Are the sockets and switches labelled?

  Yes

  No

  N/A

• Labels on donations. Correct label, week number and price?

  Yes

  No

  N/A

• Are the prices "right" for the shop?

  Yes

  No

  N/A

• Does the shop look well stocked and full?

  Yes

  No

  N/A

• Are there any recommendations regarding the merchandising?

• Are there any hand written signs?

  Yes

  No

  N/A

• Get a list of all hand written signs, dimensions etc. Arrange to have printed and sent to the shop within seven days

  Yes

  No

  N/A

• Are new goods displayed and fully stocked?

  Yes

  No

  N/A

Counter Area

• Are counter displays up to date, neat and as per the planogram?<br>- Tablet working, secure and in holder, connected to internet and dust free<br>- Charity Pot on counter & secure (located and accessible by the till) <br>- Correct posters for till area

  Yes

  No

  N/A

• Is the new goods price sheet located by the till and accessible?

  Yes

  No

  N/A

• Is the till area clean, de-cluttered and dust free ready to welcome a customer?<br>- Donation Leaflet present<br>- No food or drink by the till<br>- No completed Gift Aid forms in view

  Yes

  No

  N/A

• Is the till area free from clutter and counter top ready for the next customer?

  Yes

  No

  N/A

• Is the Gift Aid tablet on display, charged, secure and ready for use?

  Yes

  No

  N/A

• Are the Gift Aid forms located by the till?

  Yes

  No

  N/A

• Is the next Fund Raising event advertised in store? Where and how?

• Is the what we want / need leaflet on the counter?

  Yes

  No

  N/A

• Is the relevant Hospice literature located by the till?

  Yes

  No

  N/A

• Is the donation pot next to the till?

  Yes

  No

  N/A

• Is under the till tidy and not full of junk?

  Yes

  No

  N/A

• Are all bins out of customer sight and emptied regularly?

  Yes

  No

  N/A

• Is the Kudos contact number located next to the or on the EPOS?

  Yes

  No

  N/A

• Yes

  No

  N/A

Colleagues & First Impressions

• The Perfect Greeting: Was there engagement when you entered shop within 30 seconds?

  Yes

  No

  N/A

• The Perfect Greeting: Were you spoken to within 2 minutes of entering the shop?

  Yes

  No

  N/A

• The Perfect Greeting: Are the needs of the customers being established?

  Yes

  No

  N/A

• Are the colleagues wearing a name badge?

  Yes

  No

  N/A

• Are the colleagues wearing appropriate attire for work?

  Yes

  No

  N/A

• Were you asked to sign in?

  Yes

  No

  N/A

• Is the colleague competent on the till and show a full understanding of what they are doing?

  Yes

  No

  N/A

• List what is needed and feedback to manager

• Observe transactions: Does the cashier engage with the customer?

  Yes

  No

  N/A

• Observe transactions: Is the customer offered a lottery ticket?

  Yes

  No

  N/A

• Observe transactions: Comment on the cashier interaction with the customer. Anything that could be better?

• Does the manager introduce you to the volunteers?

  Yes

  No

  N/A

• Volunteer Knowledge: Does the cashier know about the Gift Aid tablet?

  Yes

  No

  N/A

• Volunteer Knowledge: Does the cashier know how to capture Gift Aid on donations?

  Yes

  No

  N/A

• Volunteer Knowledge: Can the cashier look up a donor?

  Yes

  No

  N/A

• Volunteer Knowledge: Does the cashier know about our specialist shops - furniture / books / eBay shops?

  Yes

  No

  N/A

• Volunteer Knowledge: Does the cashier know about recycling?

  Yes

  No

  N/A

• Volunteer Knowledge: Does the volunteer do multiple roles at the shop?

  Yes

  No

  N/A

• What other roles can they do?

• Volunteer Knowledge: Does the cashier know or want to help on any upcoming Fund Raising events?

  Yes

  No

  N/A

• Volunteer Knowledge: Does the volunteer have feedback for us, what is working, good not so good?

Back Office Standards

• Is the back of house clean and tidy?

  Yes

  No

  N/A

• Are all lights working?

  Yes

  No

  N/A

• Are there any improvements that are urgent that haven't been reported?

  Yes

  No

  N/A

• Are all fire exits unlocked and clear?

  Yes

  No

  N/A

• Are fire exits in place and available?

  Yes

  No

  N/A

• Are there security lockers available to all colleagues at the shop?

  Yes

  No

  N/A

• Are the keys kept on site in a keysafe?

  Yes

  No

  N/A

• Is there a log in the safe of passwords etc?

  Yes

  No

  N/A

• Is all paperwork filed in appropriate files and boxes?

  Yes

  No

  N/A

• Are all posters, store plans and notices updated and displayed in the designated area?

  Yes

  No

  N/A

• Is the kitchen clean and tidy?

  Yes

  No

  N/A

• Are all cleaning items available and stored correctly?

  Yes

  No

  N/A

• Is the hot water on and is there a 'Caution Hot Water Sign'?

  Yes

  No

  N/A

• Has the water system been flushed and the temperature of the water recorded in the log?

  Yes

  No

  N/A

• Are all donations being processed in the correct colour bags?

  Yes

  No

  N/A

• Is the donation process available on site and the Bag Guide on the notice board?

  Yes

  No

  N/A

• Are stock levels being managed safely and not too much stock in store at the shop?

  Yes

  No

  N/A

• Is the bathroom cleanliness of a high standard?

  Yes

  No

  N/A

• Does the shop have a 'Sorry, no donations at this time' sign?

  Yes

  No

  N/A

• Does the shop require any new posters - job vacancies, sales etc?

  Yes

  No

  N/A

• Are there any upcoming events and opportunities for the hospice?

  Yes

  No

  N/A

• Is the bin locked and secure?

  Yes

  No

  N/A

• Are the donations stored correctly?

  Yes

  No

  N/A

• Are all warehouse destined donations stacked and stored safely?

  Yes

  No

  N/A

• Are the bags labelled correctly?

  Yes

  No

  N/A

Health & Safety

• Fire Extinguishers. Check the pins, signs and the gauges. Is everything ok?

  Yes

  No

  N/A

• Fire Extinguishers: How many CO2 and where are they located?

• Fire Extinguishers: How many Water and where are they located?

• Fire Extinguishers: How many Foam and where are they located?

• Fire Extinguishers: How many Powder and where are they located? (note there is no need for Powder in our shops)

• Fire Extinguishers: What is the date of expiry?

• Are the gangways and aisles clear?

  Safe

  At Risk

  N/A

• Is the shop free of trip hazards?

  Safe

  At Risk

  N/A

• Is the first aid box accessible?

  Yes

  No

  N/A

• Where is it located?

• Is there an accident report book?

  Yes

  No

  N/A

• Where is it located?

• Is the list of emergency contact numbers available?

  Yes

  No

  N/A

• Is the Emergency Meeting Point correctly labelled?

• Are the emergency lights present and working?

  Yes

  No

  N/A

• When was the last test?

• Are the heat / smoke alarms clean and working?

  Yes

  No

  N/A

• When was the last test?

• Is the water testing up to date?

  Yes

  No

  N/A

• What is the date of the last test?

  Yes

  No

  N/A

• Is there a fire alarm?

  Yes

  No

  N/A

• When was the last fire alarm test?

Summary & Actions

• Comments: Anything of note that needs addressing?

• Assessor Signature

  Sign