Electronics Service Plan Attachment Rate Audit

Audit template for evaluating service plan and activation attachment rates at the transaction level, covering associate performance, product category compliance, and store target achievement in an electronics retail environment.

Audit Setup and Scope

• Store number and location
  Enter the store number and physical location (city, state).
• Audit date and time
  Record the date and time the audit is being conducted.
• Auditor name and role
  Enter the full name and title of the person conducting this audit (e.g., District Manager, Loss Prevention Auditor).
• Audit period covered
  Specify the date range of transaction data being reviewed (e.g., 06/01/2025 – 06/30/2025).
• Store manager present and briefed
  Confirm the store manager or designee was present and informed of the audit scope prior to commencement.

Store-Level Attachment Rate Performance

• Overall store service plan attach rate (%) for audit period
  Enter the store's total service plan attach rate as a percentage of eligible transactions.
• Store attach rate meets or exceeds the current store target
  Verify whether the store's attach rate equals or exceeds the target set for this period. Document the target value in comments.
• Current store attach rate target (%)
  Record the official store attach rate target for the audit period as set by district or corporate.
• Activation attach rate meets or exceeds store target
  Confirm that device activation (e.g., carrier plan, warranty activation) attach rate meets the store target separately from service plan attach rate.
• Trend vs. prior 30-day period
  Indicate whether the store's attach rate is trending up, flat, or down compared to the prior 30-day period.

Associate-Level Attach Rate Review

• Transaction-level attach rate report available and current for all active associates
  Confirm that a transaction-level attach rate report broken down by associate is available and covers the full audit period.
• Number of associates below store attach rate target
  Enter the count of associates whose individual attach rate falls below the store target for the audit period.
• Associates below target have documented coaching or performance improvement plan on file
  Verify that each associate performing below target has a documented coaching session or PIP within the last 30 days.
• Top-performing associate attach rate (%)
  Record the highest individual associate attach rate for the period to benchmark best practice.
• Associate attach rate data is reviewed with team at least bi-weekly
  Confirm that attach rate performance data is shared and discussed with the sales team at least every two weeks (e.g., huddle, team meeting).
• New associates (< 90 days) are excluded from target accountability per policy
  Verify that associates within their first 90 days are tracked but not held to full attach rate targets per onboarding policy.

Product Category Attach Rate Compliance

• Category-level attach rate report is available and segmented by product type
  Confirm that attach rate data is available at the product category level (not just store total) for the audit period.
• Television / Large Display attach rate meets category target
  Verify that the TV/large display category attach rate meets or exceeds its specific category target.
• Laptop / Computing attach rate meets category target
  Verify that the laptop and computing category attach rate meets or exceeds its specific category target.
• Mobile / Tablet attach rate meets category target
  Verify that the mobile and tablet category attach rate meets or exceeds its specific category target.
• Lowest-performing product category identified and documented
  Name the product category with the lowest attach rate and note the current rate vs. target.
• Action plan exists for any category more than 5 percentage points below target
  Confirm that a documented action plan (e.g., floor placement change, associate training, signage update) exists for any category with a significant attach rate gap.

POS Process and Service Plan Presentation Compliance

• Service plan offer is scripted and posted at POS stations for associate reference
  Confirm that approved service plan offer language or a quick-reference card is visible at each POS station.
• POS system prompts associate to offer service plan on eligible SKUs
  Verify that the POS system generates a service plan upsell prompt for all eligible product SKUs during checkout.
• Declined service plan transactions require a documented decline reason in POS
  Confirm that the POS workflow requires associates to log a decline reason when a customer refuses a service plan, enabling accurate attach rate tracking.
• Service plan brochures and collateral are stocked and current at point of sale
  Verify that printed service plan materials are available, current (not expired), and accessible to customers at checkout.

Training, Certification, and Accountability

• All active sales associates have completed current service plan certification training
  Verify via LMS or training records that 100% of active sales associates have completed the required service plan product knowledge and sales training for the current plan year.
• Number of associates with overdue or incomplete service plan training
  Enter the count of associates who have not completed required training. Should be 0 for full compliance.
• Store manager can articulate the current attach rate target and YTD performance without referencing notes
  During the opening meeting, assess whether the store manager demonstrates active awareness of current targets and performance.
• Overall audit observations and recommended corrective actions
  Summarize key findings, deficiencies, and recommended corrective actions identified during this audit.