The article touches upon the current problem of increasing the quality of services in the field of retail trade on the basis of the use of ISO standards series 9000. The author defines a concept “quality of services in the retial trade”, adapts the process approach directly to the system of the retail trade, identifies and generalizes the main groups of processes, applicable for the activities of a trade organisation. The article emphasizes interconnection of application of standards of quality management systems and the high culture of services provision in the retail trade.