User's Manual

AGuidetoHandling
AlarmActivations
Foreveryalarmactivation,thenearesttrainedstoreassociateshouldrespond
byfollowingthesetipsandguidelines:
•Thereisachancethatthestaffhasnotdeactivated/removedatag.
• Keeptheapproachnonconfrontational.
•Walkcalmlytothecustomer,donotrun.
• Smile.
• Befriendly.
• Nevertouchthecustomerorstandtooclose…keepatarmslength.Safetyfirst!
•Apologizefortheinconvenienceandassumeitisastoreproblem.
• Never embarrassoraccusethe customer.
• Never makeassumptionsbasedonthecustomersappearance.
• Never raiseyourvoice.
•Avoidwordsthatwillintensifythesituation…wordssuchasthief,problem,shoplifter,
security.
• Keepitsimple,shortandsweet.
Afteranytagshavebeendealtwith,besuretowalkthepurchasethroughyourself.Youdonot
wanttofurtherembarrassthecustomerifthereisstillanissue.
Keyphrasesmightinclude:
•“Sorry,wehavemadeamistakeputtingyouritemsthroughoursecuritysystem,pleasecan
youcomebackandI’llcorrectit.”
•“WouldyoumindifItakealookatyourreceiptsoIcanseewhoassistedyou?”
•“Haveyoudoneanyshoppingelsewheretoday?”
Thingstoremember:
•Ifacustomerruns,followyourtrainingprocedure.
•Neverputyourselfindanger;ifyouarethreatened,informyourmanagerimmediately.
•Nevertrytophysicallyrestrainacustomer.
•Thetaggingsystemdoesnotalteryourcompanypolicyfordealingwithknownshoplifters.
•Thetaggingsystemisadeterrentbased,customerser vicetool.
•Remainvigilantonthestorefloorandreportanysuspiciousbehavior toyourmanager.
Rememberalwaysfollowyourowncorporatepoliciesandguidelinesonapproaching
shoplifters.
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