CUSTOMER SERVICE TRAINING CHECKLIST: RETAIL STAFF PERFORMANCE & SALES TECHNIQUES

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--- GREETING & APPROACH ---
[ ] Initial Greeting Style (Warm and Enthusiastic, Friendly and Approachable, Professional and Efficient)
[ ] Time Taken to Acknowledge Customer (seconds)
[ ] Eye Contact During Greeting? (Consistent, Occasional, Minimal)
[ ] Standard Greeting Phrase Used?
[ ] Body Language? (Open and Inviting, Neutral, Closed/Unapproachable)
[ ] Observer Notes on Initial Approach

--- PRODUCT KNOWLEDGE & RECOMMENDATIONS ---
[ ] Number of Product Categories Familiar With
[ ] Which product categories can you confidently discuss? (Clothing, Shoes, Accessories, Home Goods, Electronics)
[ ] Describe a time you successfully recommended a product to a customer.
[ ] Rate your confidence in recommending new arrivals. (Very Confident, Confident, Neutral, Unsure, Not at all)
[ ] Name a key feature of Product A

--- ACTIVE LISTENING & NEEDS IDENTIFICATION ---
[ ] Describe the customer's initial request in detail.
[ ] What cues (verbal or non-verbal) did the customer display suggesting additional needs or concerns?
[ ] Did the employee ask clarifying questions to fully understand the customer's needs? (Yes, No, Partially)
[ ] Approximately how many clarifying questions were asked?
[ ] Did the employee accurately paraphrase the customer's needs to confirm understanding? (Yes, No, Not Observed)
[ ] Describe any instances where the employee failed to identify the customer's underlying needs.

--- HANDLING OBJECTIONS & CONCERNS ---
[ ] Describe a common customer objection you're likely to encounter.
[ ] Explain your approach to addressing that objection. (Explain your response)
[ ] Rate your confidence (1-10) in handling this specific objection.
[ ] What is the best response when a customer asks about a competitor's lower price? (Immediately match the price., Highlight the superior quality of our product., Acknowledge the price, but emphasize our value-added features., Politely redirect the customer to research more.)
[ ] Which of the following are good strategies for de-escalating a frustrated customer? (Interrupt the customer to get your point across., Listen actively and show empathy., Offer a sincere apology, even if you're not at fault., Escalate the situation to a manager immediately.)
[ ] Provide an example of how you’re going to communicate empathy to the customer.

--- SALES TECHNIQUES & UPSELLING/CROSS-SELLING ---
[ ] Average Transaction Value Increase (Upselling)
[ ] Number of Cross-Sell Opportunities Identified per Shift
[ ] Preferred Upselling Technique (e.g., feature comparison, value proposition) (Feature Comparison, Value Proposition, Benefit-Oriented Approach, Other)
[ ] Product Bundles Staff are Comfortable Promoting (Bundle A, Bundle B, Bundle C, No Preference)
[ ] Example Upselling Script Used
[ ] Notes on Customer Reactions to Upselling Attempts

--- POINT OF SALE (POS) SYSTEM PROFICIENCY ---
[ ] Transaction Count (per shift)
[ ] Average Transaction Time (seconds)
[ ] Scanner Usage (Always Used, Frequently Used, Occasionally Used, Rarely Used)
[ ] Payment Methods Processed (Cash, Credit Card, Debit Card, Gift Card, Mobile Payment (e.g., Apple Pay))
[ ] Coupon/Discount Application (Always Accurate, Mostly Accurate, Sometimes Inaccurate, Frequently Inaccurate)
[ ] Returns/Voids Handling (Always Performed Correctly, Mostly Correct, Sometimes Incorrect, Frequently Incorrect)

--- RETURNS & EXCHANGES PROCEDURES ---
[ ] Reason for Return/Exchange (Defective Product, Wrong Size, Changed Mind, Damaged in Transit, Other)
[ ] Quantity Returned/Exchanged
[ ] Desired Resolution (Refund, Exchange for Same Item, Exchange for Different Item)
[ ] Return/Exchange Date
[ ] Additional Notes (if any)
[ ] Condition of Returned Item (New with tags, Used – Excellent Condition, Used – Fair Condition, Used – Poor Condition)

--- PROFESSIONALISM & COMMUNICATION SKILLS ---
[ ] Eye Contact Frequency (Scale of 1-5)
[ ] Voice Tone & Clarity (Excellent, Good, Fair, Needs Improvement)
[ ] Describe Non-Verbal Communication (e.g., posture, facial expressions)
[ ] Active Listening - Paraphrasing Skills (Excellent, Good, Fair, Needs Improvement)
[ ] Time Taken to Respond to Customer Queries (approx.)
[ ] Note any instances of unprofessional language used (if applicable)

--- COMPANY POLICIES & PROCEDURES ---
[ ] Review of Employee Handbook
[ ] Dress Code Compliance (Compliant, Needs Improvement, Non-Compliant)
[ ] Loss Prevention Procedures Acknowledgment (Acknowledged, Needs Review)
[ ] Employee ID Number
[ ] Date of Policy Review Completion
[ ] Confidentiality Agreement Items Covered (Customer Data Protection, Financial Information, Proprietary Business Strategies)

--- CUSTOMER FEEDBACK & CONTINUOUS IMPROVEMENT ---
[ ] Overall Customer Satisfaction (1-5)
[ ] What did the customer specifically enjoy about their experience?
[ ] What could be improved about the service?
[ ] Which of the following aspects of the experience were relevant? (Product Knowledge, Staff Friendliness, Speed of Service, Store Cleanliness, Problem Resolution)
[ ] How likely are you to recommend our store to a friend? (Very Likely, Likely, Neutral, Unlikely, Very Unlikely)
[ ] Date of Interaction

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