Title Page
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Date of store visit
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Initials of secret shopper
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Store location
Customer Service Secret Shopper Audit
FRONT OF STORE: Look from outside the store
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The front of store, including the entrance, is clean, tidy and well presented.
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Every light in the Toymate sign is on.
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If this is a FAIL, state how many lights are missing or flickering.
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Staff members that are visible appear to be working.
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Take a photo of the front of store.
ENTERING THE STORE: Consider your first impressions
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Pleasant music is playing.
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The front of store area is clean, tidy and clutter-free.
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There is a maximum of three customers in the queue.
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In your notes, include how many customers are in the queue and the number of cashiers.
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All staff members are in full uniform, including wearing a lanyard and name badge.
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All cashiers and other staff members are engaging with customers and productively working.
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If there are any staff members standing around and socialising, especially if there are customers waiting, select FAIL. Include the number of staff members you see and their names, if possible, in your notes.
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There are clean shopping trolleys and baskets available for the customers.
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Take photos of the cashiers and the register area.
DOOR COVERAGE: Discreetly watch the door greeter or cashier
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The door is being covered by a door greeter or cashier.
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Include the staff member’s name in your notes and whether they are a cashier or door greeter. If there is no one covering the door, select FAIL.
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The door greeter is standing upright without leaning on the wall or table.
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If there is no door greeter, select N/A.
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The door greeter or cashier is greeting and farewelling every customer.
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Specify if any customer is being ignored.
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The door greeter is smiling and engaging with the customers.
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If there is no door greeter, select N/A.
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If the cashier is covering the door, they are constantly watching the door while serving customers.
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If there is a door greeter, select N/A.
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EVERY bag, trolley and pram are being checked.
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If any staff member, Toymate visitor or customer has walked out without having their bag and or trolley checked, select FAIL.
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EVERY receipt is being carefully checked against the stock the person is carrying and then stamped.
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If the door greeter quickly glances at the receipt, or just stamps it without checking, select FAIL. If a staff member has made a purchase and their receipt was not checked and stamped, select FAIL.
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The cashier is carefully watching every customer exit the store after leaving the register counter.
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If there is a door greeter, select N/A.
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Take a photo of the door greeter or cashier, whomever is covering the door.
SALES FLOOR: Walk through each aisle of the sales floor or most aisles if it is an A-store
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The stock is well merchandised and presented.
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The store is reasonably clean and tidy and there is no rubbish or loose stock on the floor.
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There is no Toymate property, such as a walkie talkie or ScanSKU (price checker), left unattended on the floor.
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The rainbow track throughout the store is clean.
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All items and displays have a ticket or price label.
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If there are any tickets missing, specify the quantity and the section.
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There is no access to the storeroom or office areas.
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Check all doors to see if they are locked. If it is possible to enter any staff only areas, select FAIL.
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All lights throughout the sales floor are on and the store looks bright.
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If this is a FAIL, specify the section and how many lights are flickering or not working.
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Suggestion: Take a photo of the merchandising, ticketing and the rainbow track and any rubbish on the floor.
FLOOR SAFETY: Watch out for any hazards or obstacles and unsafe behaviours or actions
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The floor is free of any tripping or slipping hazards, and there are no boxes or loose stock on the ground.
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There are no ladders, step stools or staff trolleys left unattended on the floor.
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All displays are secure and safe and not too heavy for the shelving.
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There is enough room to comfortably walk through every aisle.
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All staff members are working in a safe manner.
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If you see anyone climbing shelves, or using their back instead of their knees to lift, select FAIL. If you witness any other unsafe behaviours or actions, select FAIL and provide as many details as possible. Include the staff members’ names in your notes.
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Take photos of any obstacles or hazards and unsafe behaviours.
FLOOR SERVICE: Walk through all or most aisles of the sales floor and interact with a staff member
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Every staff member is in full uniform, including wearing a lanyard and name badge.
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State whether their name badge is visible.
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Every staff member is smiling and greeting customers within three metres of them.
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If any customer is being ignored, select FAIL. If you were not approached and greeted, select FAIL.
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No staff member is eating, drinking or using their mobile phone.
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The staff is productively working.
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Specify the number of staff members and their names. If any staff members are socialising, select FAIL.
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After engaging with a staff member, they were polite, friendly and enthusiastic.
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Include their name in your notes.
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The staff member was genuinely interested and asked questions to help me find what I needed.
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The staff member was knowledgeable and answered all my questions.
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The staff member was caring and helpful.
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The staff member checked I had everything I needed by suggesting suitable add-on items.
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Overall, excellent customer service was provided.
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If any staff member provided poor service, select FAIL and include all staff names in your notes.
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Suggestion: Take photos of the staff members and their behaviour and actions.
STORE SECURITY TEST 1: Select a high-theft item, such a large box of LEGO, and linger near the exit
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The door greeter, floor staff or cashier carefully watched me.
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A staff member approached and offered me assistance.
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There are no opportunities for me to steal the item.
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If you feel confident you could exit the store with the item without being caught, select FAIL.
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Suggestion: Take photos of the item, front of store area and the staff.
STORE SECURITY TEST 2: Ask the cashier for a high-priced Pokémon item and continue shopping
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The cashier did not permit me to leave the register with the high-priced Pokémon item since it was not purchased.
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Select FAIL if the cashier gave you the item and allowed you to walk around the store with it. Provide the cashier’s name in your notes.
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Take a photo of the cashier.
REGISTER AREA: Head to the registers to purchase an item
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There is a maximum of three customers in the queue.
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Specify how many customers are in the queue and the number of cashiers. Select FAIL if there are more than three customers waiting.
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The cashiers’ name badges are visible.
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There are no cashiers using a personal mobile phone.
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There are no cashiers drinking or eating.
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There are no cashiers leaning, lying or sitting on or behind the counter.
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There is no food, drinks or rubbish on the register counter or in the register area.
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The boxed Pokémon stock is behind the register counter.
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There is high-priced LEGO behind the register counter.
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Suggestion: Take photos of the register area, the high-theft items and the cashiers.
POS TRANSACTIONS: Pay for the item with cash
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The cashier greeted me and was friendly and polite.
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The cashier took reasonable care when placing the stock in a bag.
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The cashier asked whether I was a Loyalty member.
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The cashier counted the money aloud when receiving the cash and giving the change.
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Since there is no door greeter, the cashier checked my bags and stamped the receipt.
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If there is a door greeter, select N/A.
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The cashier thanked and farewelled me.
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Take a photo of the cashier.
EXITING THE STORE: Consider your final impressions
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The door greeter was positive and friendly.
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Provide the staff member’s name and if there is no door greeter, select N/A.
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The door greeter thoroughly checked my bags and trolley.
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If there is no door greeter, select N/A.
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The door greeter carefully checked my receipt and stamped it.
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The door greeter thanked and farewelled me.
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I had a positive final impression.
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Take a photo of the door greeter.
REFUND SERVICE: Wait five minutes before refunding the item because Toys R Us, Amazon or eBay is cheaper
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The cashier asked for the reason for the refund.
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Provide the staff member’s name.
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The cashier offered to price match when it was explained the item was cheaper somewhere else.
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The cashier would not price match with an online only company, such as Toys R Us, Amazon or eBay.
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Regardless of what the cashier does, insist on the refund. If a price match with an online company is offered, select FAIL since this is a breach of our price matching policy.
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The cashier asked for my name, phone number and signature to complete the refund slip.
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The money was counted aloud when it was handed over.
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The cashier thanked and farewelled me.
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The refund process was customer friendly, quick and easy.
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If the cashier made you feel uncomfortable for returning the item, select FAIL and explain how they made you feel uncomfortable.
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Take a photo of the cashier.
OVERALL SHOPPING EXPERIENCE
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I had a very welcoming and positive store experience.
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Excellent customer service was provided.
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The staff members made me feel valued and appreciated.
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Provide staff names and specific details.
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Based on today’s experience, I would return to Toymate.
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Include a score out of ten in your notes to rate the service, ten being outstanding and one being very poor.
