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| Greeting & Approach (STEP) | | |
| Initial Greeting Style (SELECTION options: Warm and Enthusiastic, Friendly and Approachable, Professional and Efficient) | | |
| Time Taken to Acknowledge Customer (seconds) (NUMBER) | | |
| Eye Contact During Greeting? (SELECTION options: Consistent, Occasional, Minimal) | | |
| Standard Greeting Phrase Used? (TEXT) | | |
| Body Language? (SELECTION options: Open and Inviting, Neutral, Closed/Unapproachable) | | |
| Observer Notes on Initial Approach (TEXT) | | |
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| Product Knowledge & Recommendations (STEP) | | |
| Number of Product Categories Familiar With (NUMBER) | | |
| Which product categories can you confidently discuss? (SELECTION options: Clothing, Shoes, Accessories, Home Goods, Electronics) | | |
| Describe a time you successfully recommended a product to a customer. (TEXT) | | |
| Rate your confidence in recommending new arrivals. (SELECTION options: Very Confident, Confident, Neutral, Unsure, Not at all) | | |
| Name a key feature of Product A (TEXT) | | |
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| Active Listening & Needs Identification (STEP) | | |
| Describe the customer's initial request in detail. (TEXT) | | |
| What cues (verbal or non-verbal) did the customer display suggesting additional needs or concerns? (TEXT) | | |
| Did the employee ask clarifying questions to fully understand the customer's needs? (SELECTION options: Yes, No, Partially) | | |
| Approximately how many clarifying questions were asked? (NUMBER) | | |
| Did the employee accurately paraphrase the customer's needs to confirm understanding? (SELECTION options: Yes, No, Not Observed) | | |
| Describe any instances where the employee failed to identify the customer's underlying needs. (TEXT) | | |
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| Handling Objections & Concerns (STEP) | | |
| Describe a common customer objection you're likely to encounter. (TEXT) | | |
| Explain your approach to addressing that objection. (Explain your response) (TEXT) | | |
| Rate your confidence (1-10) in handling this specific objection. (NUMBER) | | |
| What is the best response when a customer asks about a competitor's lower price? (SELECTION options: 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? (SELECTION options: 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. (TEXT) | | |
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| Sales Techniques & Upselling/Cross-selling (STEP) | | |
| Average Transaction Value Increase (Upselling) (NUMBER) | | |
| Number of Cross-Sell Opportunities Identified per Shift (NUMBER) | | |
| Preferred Upselling Technique (e.g., feature comparison, value proposition) (SELECTION options: Feature Comparison, Value Proposition, Benefit-Oriented Approach, Other) | | |
| Product Bundles Staff are Comfortable Promoting (SELECTION options: Bundle A, Bundle B, Bundle C, No Preference) | | |
| Example Upselling Script Used (TEXT) | | |
| Notes on Customer Reactions to Upselling Attempts (TEXT) | | |
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| Point of Sale (POS) System Proficiency (STEP) | | |
| Transaction Count (per shift) (NUMBER) | | |
| Average Transaction Time (seconds) (NUMBER) | | |
| Scanner Usage (SELECTION options: Always Used, Frequently Used, Occasionally Used, Rarely Used) | | |
| Payment Methods Processed (SELECTION options: Cash, Credit Card, Debit Card, Gift Card, Mobile Payment (e.g., Apple Pay)) | | |
| Coupon/Discount Application (SELECTION options: Always Accurate, Mostly Accurate, Sometimes Inaccurate, Frequently Inaccurate) | | |
| Returns/Voids Handling (SELECTION options: Always Performed Correctly, Mostly Correct, Sometimes Incorrect, Frequently Incorrect) | | |
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| Returns & Exchanges Procedures (STEP) | | |
| Reason for Return/Exchange (SELECTION options: Defective Product, Wrong Size, Changed Mind, Damaged in Transit, Other) | | |
| Quantity Returned/Exchanged (NUMBER) | | |
| Desired Resolution (SELECTION options: Refund, Exchange for Same Item, Exchange for Different Item) | | |
| Return/Exchange Date (DATE) | | |
| Additional Notes (if any) (TEXT) | | |
| Condition of Returned Item (SELECTION options: New with tags, Used – Excellent Condition, Used – Fair Condition, Used – Poor Condition) | | |
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| Professionalism & Communication Skills (STEP) | | |
| Eye Contact Frequency (Scale of 1-5) (NUMBER) | | |
| Voice Tone & Clarity (SELECTION options: Excellent, Good, Fair, Needs Improvement) | | |
| Describe Non-Verbal Communication (e.g., posture, facial expressions) (TEXT) | | |
| Active Listening - Paraphrasing Skills (SELECTION options: Excellent, Good, Fair, Needs Improvement) | | |
| Time Taken to Respond to Customer Queries (approx.) (DATE) | | |
| Note any instances of unprofessional language used (if applicable) (TEXT) | | |
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| Company Policies & Procedures (STEP) | | |
| Review of Employee Handbook (TEXT) | | |
| Dress Code Compliance (SELECTION options: Compliant, Needs Improvement, Non-Compliant) | | |
| Loss Prevention Procedures Acknowledgment (SELECTION options: Acknowledged, Needs Review) | | |
| Employee ID Number (NUMBER) | | |
| Date of Policy Review Completion (DATE) | | |
| Confidentiality Agreement Items Covered (SELECTION options: Customer Data Protection, Financial Information, Proprietary Business Strategies) | | |
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| Customer Feedback & Continuous Improvement (STEP) | | |
| Overall Customer Satisfaction (1-5) (NUMBER) | | |
| What did the customer specifically enjoy about their experience? (TEXT) | | |
| What could be improved about the service? (TEXT) | | |
| Which of the following aspects of the experience were relevant? (SELECTION options: Product Knowledge, Staff Friendliness, Speed of Service, Store Cleanliness, Problem Resolution) | | |
| How likely are you to recommend our store to a friend? (SELECTION options: Very Likely, Likely, Neutral, Unlikely, Very Unlikely) | | |
| Date of Interaction (DATE) | | |
