The possibility of shoplifting is a problem merchants face every day. It is no longer possible to stereotype the shoplifter since those involved belong to all segments of society. However, merchants can identify what the shoplifter is most likely to steal and certain behaviors and methods that are common to most shoplifters.
Items Popular With Shoplifters:
Items that are small, easily portable and concealable.
Such items as jewelry, computer software, ephedrine, batteries, CD's, DVD's, consumer electronics, clothes, tools, makeup and food are most common.
Behaviors And Methods To Watch For:
A person who frequents hidden or unexposed areas of the store.
A person who resists sales assistance.
A person who is constantly watching the sales person instead of the merchandise. (Always watch the person's eyes, they will be constantly moving.)
A person wearing a heavy overcoat or bulky clothing in warm weather which could be used to conceal items under clothing.
A person carrying a large box or purse which could be used to conceal items.
Prevention Strategies:
All merchants want their stores to be merchandised and displayed in ways that are inviting to and convenient for the customers. The object is to strike a balance between prevention and an armed camp. Strategies 1 through 3 below may not be appropriate for a small business that has many customers that shop on a regular basis, thus making new the new customer stand out. However, strategies 1 through 3 can be very effective for the larger store with a large and varied customer base that makes it difficult for employees to recognize regular customers.
Post anti-shoplifting signs in clearly visible locations. The message can be as simple as "All Shoplifters will be prosecuted."
Consider installation of mirrors, raised observation platforms, one-way mirrors or surveillance cameras.
Consider stationing a uniformed guard at the store's exit during busy periods.
Schedule employees working hours to assure adequate personnel coverage during peak periods. Opening and closing times are the most vulnerable times. Make sure staff is adequate during these times.
Keep doors locked which are infrequently used.
If you have more than one checkout aisle, sufficiently barricade those not in use.
Display small and/or expensive items behind the checkout counter or in locked display cases.
Eliminate blind spots in aisles, corners and counter tops.
Price items by machine or rubber stamps, not by handwriting or gummed labels. This prevents price switching.
Permit only authorized personnel to set prices and mark merchandise.
Conduct unannounced spot-checks to ensure that actual prices agree with authorized prices and price changes.
Consider providing a secure and easy house-check area for customer's packages.
Employee Training:
An alert observant and attentive sales person is perhaps the best protection against shoplifting. Do not allow a customer to linger too longer before you offer assistance. The potential shoplifter who has been spoken to and knows he/she has been observed will probably change his/her mind about stealing from your store. Be cautious of being overly attentive as this can lead to lost sales.
Keep a tight check and controls on washrooms and fitting rooms.
Work facing the selling floor.
Bring security hazards to the proper person's attention.
Apprehending A Shoplifter:
Before you stop a suspect for shoplifting, you must:
Observe the suspect enter the section and/or approach the counter or display empty-handed.
Observe the suspect pick up the merchandise from the counter, display or rack and conceal the item.
Know exactly what the item is and where (approximately) it is concealed on or about the person.
Know that the item has not been paid for.
Wait until the suspect leaves the store before stopping him or her or until the suspect has been given every reasonable opportunity to pay for the item. If the suspect is purchasing an item legitimately but still has another item concealed, you should ask as part of the transaction "Will that be all for today?" or "Do you have anything else?" It is not necessary for the suspect to leave the store before being apprehended but your case may be stronger if you let him/her exit first.
If at all possible, do not stop or apprehend the suspect alone. Have another employee assist you, both for your physical protection and for the purpose of witnessing the detainment or arrest.
Politely ask the suspect for the item which he/she has not paid for.
If the suspect resists being detained, let him/her go. Cal 9-1-1 immediately with a good description of the suspect and the direction he/she was headed.
It is important that you take adequate precautions in dealing with shoplifters. No amount of merchandise is worth an injury or your life.
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