1.
The 5S’s- What does Good Look Like?
Shop- In the mind of the customer, what does good
look like for Shop?
Fixtures and fittings look great
Uncluttered walkways, entrances and escape
routes
Lights are working
Clear way finding- easy to navigate shop
Shop & POS is clean; dirt and dust free
Shelf- In the mind of the customer, what does good look
like for Shelf?
All shelves fully stocked with best sellers/Hero
products
Product pricing clear and in correct positions
Merchandising is as per guidelines
Promotions with impact as per promotional plan
Products are clean, straight and aligned and with
relevant shelf talkers

2.
The 5S’s- What does Good Look Like?
Staff- In the mind of the customer, what does good
look like for Staff?
Personal grooming is as per guidelines
Uniform worn as per guidelines
Alert, attentive and approaching customers
Positive body language with a smile
Name badges in place
Service- In the mind of the customer, what does good look
like for Service?
Customers warmly welcomed within 15 seconds of
entering shop
Staff are professional, courteous and friendly
Customers are personally demonstrated the product
Billing is quick and no greater than 3 mins, bags
packed “thanks”

3.
The 5S’s- What does Good Look Like?
Selling- In the mind of the customer, what does good
look like for Selling?
Staff assessing customer needs efficiently
Staff understand their categories/products
Impulse offers, exclusives and promotions
highlighted
Staff are actively link selling and up-selling
Staff can close out the sale effectively

4.
Sales Process at Retail
3C Approach:
Consult
Conclude
Connect