The article is devoted to the quality of customer service in retail outlets. We discuss various approaches to the quality of trade service proposed by scientists from Russia and abroad. The increased requirements of customers for the quality of service at trade enterprises makes it necessary to review the conditions the buyer encounters when visiting trade enterprises. Therefore, it requires a significant revision of the functioning of retail trade in a competitive environment between retail trading systems and individual trading enterprises. The most important tasks for the most complete satisfaction of consumers' demand within the chosen segment of the consumer market include the creation of optimal conditions for the purchase of goods through the establishment of rational operating modes for trading enterprises, the choice of effective methods of sale, the provision of a wide range of additional services, the placement of in-store information and the use of other organizational and technological methods. At the trading enterprise there should be standards of merchant services for consumers aimed at a clear and concise formation of rules of behavior of sellers in typical situations etc.