From Zero to Hero

Every retail hero starts with a checklist! From stockroom essentials to stellar customer service, the right onboarding checklist turns new hires into confident pros in no time but…

Creating an onboarding program for new hires in a retail setting can be challenging. With so many details to cover it’s easy to overlook something important.

The list below is designed to act as a helpful checklist for HR teams, offering inspiration and reminders as they build their own tailored onboarding questions.

How effective is your current onboarding process? Would your new hires be able to confidently answer the types of questions included here?

1. Legal

1. What forms of ID are acceptable when verifying a customer’s age for alcohol purchases?
2. How do you handle a situation where a customer attempts to buy more than the legally allowed limit of over-the-counter medications?
3. What should you do if a customer refuses to comply with the store’s no-smoking or no-vaping policy?
4. How do you log an incident where a customer slips on spilled liquid in the store?
5. What is the correct procedure for ensuring that allergen labels are visible on packaged foods?
6. If an employee is not wearing the required safety gloves while handling sharp tools, what actions should you take?
7. How should you respond to a customer disputing the price of an item at checkout?
8. What is the protocol for selling age-restricted items like lottery tickets or fireworks?
9. How do you handle food items that are close to or past their ‘Use By’ date on the shelf?
10. What steps should you follow to report a shoplifting incident while maintaining store safety?

2. Filling Shelves

1. How do you ensure that items on shelves are rotated so that the oldest stock is sold first?
2. What should you do if you find a box of chilled goods that have been left unrefrigerated?
3. What is the process for setting up a promotional display, ensuring that it aligns with store guidelines?
4. If you find damaged packaging while restocking, what steps should you take?
5. How should you stack heavy or bulky items to ensure customer safety and to prevent stock from falling?
6. What is the correct way to label and organize items in the ‘reduced to clear’ section?
7. How do you manage out-of-stock items to avoid empty shelves while waiting for delivery?
8. What should you do if you notice that shelf labels and pricing do not match the items displayed?
9. How do you organize products in the seasonal aisle to highlight promotional items effectively?
10. What steps should you follow if you find misplaced items, like frozen food in the cereal aisle?

3. Tidiness

1. What is the safest way to clean up a broken glass jar containing liquids, such as sauce or juice?
2. How do you handle loose items, like fruits or vegetables, that have fallen to the floor in a busy aisle?
3. What should you do with empty packaging materials after restocking a high-traffic area?
4. How often should you check and tidy the flower display to maintain its appeal?
5. What tools and supplies should you use to clean up a spill in the frozen section caused by leaking packaging?
6. How do you ensure the store entrance remains tidy during peak shopping hours?
7. What is the process for organizing misplaced items left in customer baskets at checkout?
8. How should cardboard or trash be handled to avoid blocking fire exits in the storeroom?
9. What is the proper method for organizing reusable shopping bags at the tills to avoid clutter?
10. How do you maintain the tidiness of the checkout area during a rush?

4. Helping Customers

1. How do you assist a customer looking for lactose-free products in a busy store?
2. What should you do if a customer asks about an item that is out of stock in both the storeroom and on the shelves?
3. How do you handle a customer struggling to use a self-checkout machine?
4. What steps should you take if a customer complains about an item’s price or promotional discount not applying?
5. How do you assist a customer who cannot reach an item on a high shelf or at the back of a freezer?
6. What should you do if a customer asks for a recommendation for a product you are unfamiliar with?
7. How do you handle a situation where a customer accidentally drops and damages a product?
8. What steps should you follow if a customer asks for directions to a section of the store you are not responsible for?
9. How do you assist a visually impaired customer shopping for specific items?
10. What should you do if a customer leaves a personal item, such as a wallet, at checkout?

5. Cash Handling

1. What steps should you take if a customer presents damaged or partially torn currency for payment?
2. How do you handle a situation where a customer insists they gave you more money than you counted?
3. What is the correct procedure for processing a refund on a returned item without a receipt?
4. How do you assist a customer whose card has been declined multiple times?
5. What is the correct way to apply a voucher or coupon when the customer’s items don’t meet the required conditions?
6. How do you manage the till if a customer pays entirely in small-denomination coins?
7. What steps must you take to log out of your till and reconcile discrepancies at the end of your shift?
8. How do you handle a customer asking to pay using multiple payment methods (e.g., part cash, part card)?
9. What should you do if a customer disputes the total on their receipt after leaving the till area?
10. How do you ensure that your till remains secure and balanced during a busy period?

6. Stock Management

1. What steps should you follow to safely store perishable items that arrive late in the day?
2. How do you handle a delivery where frozen goods arrive above their required temperature?
3. What is the correct way to check and record stock levels in the warehouse for high-demand items?
4. How do you log discrepancies when the number of items delivered does not match the invoice?
5. What steps should you take to prepare and store stock for upcoming seasonal promotions?
6. How do you handle a situation where storeroom shelves are overcrowded and disorganized?
7. What is the correct procedure for sorting and labeling damaged or unsellable stock?
8. How do you track and update stock for items flagged as frequently out of stock?
9. What should you do if a customer asks for a specific item that is not currently in the system inventory?
10. How do you ensure all new stock is appropriately labeled and shelved on the sales floor?

7. Food Safety

1. What is the correct way to check the temperature of chilled items during delivery?
2. How should you handle a fresh produce delivery that contains visibly damaged or spoiled items?
3. What steps do you take to clean and sanitise the deli counter at the end of your shift?
4. How do you ensure raw meat and ready-to-eat foods are stored separately to prevent cross-contamination?
5. What is the protocol for disposing of expired dairy products from the fridge section?
6. How do you handle unpackaged bread rolls that a customer claims fell onto the floor?
7. What steps should you follow to update allergen signage for loose bakery items?
8. How do you ensure correct labeling on pre-packed sandwiches to comply with food safety regulations?
9. What actions should you take if you discover a pest, such as a mouse or insect, in the storeroom?
10. How do you handle a situation where frozen food defrosts due to a freezer malfunction?

8. Teamwork

1. How do you communicate with colleagues to ensure all aisles are fully stocked before peak shopping hours?
2. What is the best way to handle a disagreement with a teammate about task priorities?
3. How should you support a colleague struggling to manage their assigned tasks during a busy shift?
4. What steps should you take to coordinate with other departments when handling shared responsibilities, such as seasonal displays?
5. How do you communicate changes in stock or pricing to colleagues during a shift handover?
6. What is the protocol for dividing responsibilities when the team is short-staffed?
7. How do you ensure that tasks are shared fairly during a major restocking or store layout change?
8. What should you do if you notice a teammate repeatedly failing to complete their assigned duties?
9. How do you provide constructive feedback to a new team member without discouraging them?
10. What steps should you follow to escalate unresolved team conflicts to a manager?

9. Emergencies

1. Where are the nearest fire alarms and extinguishers located in your department?
2. What steps should you follow if a customer has a medical emergency, such as fainting, on the shop floor?
3. How do you safely evacuate customers and colleagues during a fire drill?
4. What is the correct procedure for responding to a break-in or robbery in progress?
5. How should you handle a customer reporting a suspicious package in the store?
6. What steps should you take if a colleague alerts you to a gas leak in the building?
7. How do you manage a power outage while ensuring customer and staff safety?
8. What is the protocol for handling chemical spills, such as cleaning supplies, in the storeroom?
9. How do you secure the store after hours if an alarm system malfunction occurs?
10. What actions should you take if severe weather forces the store to close suddenly?

10. Customer Service Excellence

1. How do you greet customers in a way that creates a welcoming atmosphere?
2. What steps should you take to resolve a customer complaint about poor service they received earlier?
3. How do you assist a customer who needs help finding an unfamiliar product or brand?
4. What should you do if a customer is visibly frustrated or angry about their shopping experience?
5. How do you ensure a positive interaction when assisting a customer with a large return or exchange?
6. What is the best way to handle a queue of customers waiting for assistance at a busy help desk?
7. How do you engage with repeat customers to build rapport and encourage loyalty?
8. What steps should you follow to resolve a misunderstanding about a promotion or discount?
9. How do you assist customers who require accessibility support, such as carrying heavy items to their car?
10. What should you do to ensure the shopping experience remains positive for all customers, even during peak hours?

If you plan to use online quizzes as part of your onboarding process, HR Quizzes will always be there to help you create and manage them.

Colin King – CEO of HR Quizzes