Retail Customer Greeting Standards Audit

An inspection template for evaluating whether retail associates follow customer greeting standards, including the 10-foot rule, introductory phrases, eye contact, and timely follow-up.

Observation Details

• Store location identified
  Enter the store, department, or zone being observed.
• Date and time of observation
  Record when the customer interaction was observed.
• Associate role observed
  Select the associate role or position observed.
• Customer traffic level at time of observation
  Select the approximate traffic level during the interaction.
• Observation notes
  Capture any context that may affect the greeting interaction.

Customer Acknowledgment

• Customer acknowledged within 10 feet
  Associate acknowledged the customer when they came within approximately 10 feet, consistent with the 10-foot rule.
• Eye contact made during acknowledgment
  Associate made appropriate eye contact when acknowledging the customer.
• Positive body language displayed
  Associate faced the customer and displayed open, attentive body language.
• Acknowledgment was timely
  Rate how quickly the associate acknowledged the customer after entering the area.

Greeting Delivery

• Approved introductory phrase used
  Associate used an approved greeting or introductory phrase such as 'Hi, welcome in' or the store's required script.
• Greeting was audible and clear
  Associate spoke clearly enough for the customer to hear and understand the greeting.
• Tone was friendly and professional
  Rate the tone, warmth, and professionalism of the greeting.
• Greeting matched store standards
  The greeting matched the approved store script, brand tone, and expected customer service standard.
• No distracting behavior during greeting
  Associate was not distracted by phone use, side conversations, or other tasks while greeting the customer.

Follow-Up Assistance

• Assistance offered after greeting
  Associate offered help, asked what the customer needed, or otherwise invited engagement after greeting.
• Follow-up occurred within a reasonable time
  Rate whether the associate followed up promptly after the initial greeting.
• Customer need was addressed or routed appropriately
  Associate either addressed the customer need directly or directed the customer to the right person or area.
• Associate remained engaged until handoff or resolution
  Associate stayed engaged long enough to ensure the customer was assisted or properly handed off.
• Escalation needed
  Indicate whether a supervisor or manager intervention was required.

Audit Notes

• Overall audit summary
  Summarize the interaction and overall performance.
• Primary deficiency or non-conformance
  Describe the main gap observed, if any.
• Coaching recommendation
  Note any coaching points or follow-up training needed.