User's Manual

CUSTOMER SERVICE PROCEDURES

The Checkpoint program is designed to deter shoplifters. Occasionally, the determined amateur or impulse thief

will try to challenge the system. When this happens, you can rely on the sensing pedestals to alert you to a

potential shoplifter. The success of the program depends on the way you react to the alarm once it has sounded.

When the alarm sounds, one of the following has probably happened:

• An employee has forgotten to remove, detune, or deactivate a tag

• An automatic door opening card (carried by a customer) or a Checkpoint tag that has not been detuned

or deactivated from another store has triggered the alarm unintentionally

• Someone has tried to remove merchandise from the store without paying for it

POSSIBLE ALARM CAUSES

WHAT TO DO WHEN THE ALARM SOUNDS

POSSIBLE ALARM CAUSES

Store management should develop a procedure for handling alarm situations. Always follow established store

procedures during these situations.

When the alarm is set off, the person designated to handle alarms should approach the customer courteously

and confidently, and follow store guidelines.

Never threaten or accuse the customer. Instead, try to get his cooperation by asking the types of questions listed

below:

Excuse me, Sir/Ma’am. I’m sorry. We must not have checked out your purchases properly. May I correct

this for you?

If necessary and possible, guide the customer away from the busy exit area. After the customer hands

you his/her package, check the contents against the store receipt. If the contents and the sales slip

match, deactivate any tags that may have been overlooked and thank the customer for his/her cooperation.

A Portable Verifier is often helpful in locating hidden tags. By passing the unit close to a customer or his/her pur-

chases, a sound will confirm a tag’s presence. Store personnel may now determine if the merchandise has not

been paid for, or if a tag was not deactivated or removed.

WHAT TO DO WHEN THE ALARM SOUNDS