Customer Service Checklist

A customer making a beeline to a specific fixture wants help finding a SKU; a customer slow-walking the perimeter wants space. Open with a low-pressure line — "Let me know if you'd like me to pull a size" — rather than "Can I help you find something?" which gets a reflex "just looking".

Look up by phone number at the POS before ringing. Capturing loyalty at greeting (vs. at checkout) raises enrollment rates and lets you pull purchase history while assisting on the floor.

"Who are you shopping for?" "What's the occasion?" "What's worked or not worked in the past?" Avoid yes/no questions — they shut down the conversation. Mirror back what you hear before suggesting product.

Pull live on-hand from the POS — Lightspeed Retail, Shopify POS, or Heartland Retail all expose this. If the size or color is out at this store, check sister-store inventory and offer ship-from-store or BOPIS at a nearby location before the customer walks.

Don't point — walk. Conversion on assisted finds is materially higher than "it's in aisle 4". Pull the SKU off the rack or shelf and hand it to the customer rather than gesturing at it.

Units per transaction (UPT) is a top-line associate KPI. Suggest items that solve the same job — belt with the pants, batteries with the toy, care kit with the leather goods. Two suggestions feels helpful; five feels like a sales pitch.

Count items in and out per loss-prevention SOP. Stay nearby to grab a different size without the customer having to redress and walk the floor.

Lead with "I'm sorry that happened" before troubleshooting. Acknowledgement de-escalates faster than jumping to policy. Take the conversation off the sales floor if other customers are within earshot.

Manager approval is required for refunds over $50, returns past the posted policy window, price overrides outside the markdown matrix, and any sale below cost. Manager scans approval badge at the POS — do not share manager codes.

Original receipt or loyalty lookup required. Refund to original tender; cash refunds over the cash-drop threshold require manager. EAS tag must be reattached on returned merchandise before it goes back to the floor.

The POS prompts for DOB on tobacco (21+), alcohol, and lottery — enter the date from the ID, not from memory of the regular customer. State compliance checks penalize a single missed card with $1,000+ fines and license risk.

Run every soft-tagged item across the deactivator pad; remove every hard tag with the detacher. Sweep the bag visually before handing it over — a live tag triggers gates at the next store and creates a furious customer.

Use the loyalty name on the receipt screen. Mention the next promo or restock window if relevant — "the new fall colors land next Thursday" gives a concrete return reason.

For escalated complaints or special-order customers, send a follow-up via the CRM (Klaviyo, Yotpo, Smile.io) within 48 hours. Confirm the issue stayed resolved and capture an NPS or CSAT response for the weekly close report.