Keep alert for suspicious or abnormal behaviour such as:- Constantly looking around watching staff
- Appearing nervous
- Taking little notice of products
- Wearing clothing inappropriate for the time of year that may be used to hide goods
- Carrying a large bag
- Carrying a coat over their arm or shoulder
- Repeatedly refuses your offers of help
- Wheeling around a baby buggy when a shop baby trolley is available
- Appearing to have concealed an item
- Spending a long time browsing
Measures to discourage shoplifting…
- Good customer services - Always acknowledge the customer and regularly ask if they need help. Do this if you are suspicious of a customer;
- Secure stock - Make sure the shop is tidy, well lit and laid out so all areas are visible from the CCTV cameras. High valued items can be held behind the counter;
- Warehouse and store rooms - Always escort deliveries and follow the security rules in this area. An authorised touch pad lock should restrict these rooms.
- At the checkout - Take out high value notes regularly and store in a safe. Be observant of baby buggies and the bottoms of trolleys. Check items that appear cheaper than you think they should be. Never turn away from an open till draw. Look out for fake notes. Check card and cheque signatures carefully. Tills should be protected from the customer by screens. Do not count cash in front of customers.
- Banking security controls - Anchor safes to the floor. Use a professional service to collect cash from your shop and where this service is not available bank at different times of the day and never alone or in a work uniform. Don't carry cash in bags that are obviously bank bags.
- Key control - Don't leave keys in doors, on counters or in drawers. Sign a register for any keys. Keep spare keys in a secure cabinet. Safe and security room keys should not be left on the site over night.
- Other - If you are suspicious of a customer make them feel nervous by walking passed them, talking on the phone and letting them see you do it. Also let them see you walking near the shop exit and talking to other staff. Thieves may try to rush you to avoid noticing forged notes etc, so always take your time.
What to do if someone becomes abusive or threatening?
- Try to separate yourself from the offender (e.g. get behind a counter)
- Remain calm
- Use methods to diffuse the situation
- Put personal safety first
- Know how to raise the alarm and operate security equipment
- Do not resist or follow violent offenders
- Remember information such as a description of the offender
- Write what happened in the incident book.
Source: http://www.crimereduction.homeoffice.gov.uk/business/business36.htm
For details on ARC Training’s new Retail and Supply Chain Security Course, 27-29 January, led by two former heads of retail security, contact Janet or go to
