1. A Practical and Easy Guide to
Preventing Loss
Retailers Association of MA Loss
Prevention Committee

2. Agenda Topics
1. Statistics
2. Customer service, Customer Service, Customer
Service
3. Store layout options
4. What an average shoplifter looks like
5. The Five Elements
6. Addressing Shoplifting if it happens
7. Police / community partnerships
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3. What the data tells us…..
 Each year, the University of Florida conducts a research
study on “Shrinkage” in retail stores.
 According to the 2012 report, respondents to the survey
maintain that their average inventory loss is 1.47% of total
retail sales or $44.247 BILLION per year!
 Shoplifting is noted as attributing 33% of total shrinkage in
retail stores
 That equates to $14.6 BILLION lost each year in the US.
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4. Preventing shoplifting through superior
customer service
1. Make eye contact with every customer. Shoplifters do not want
to be noticed.
2. If the person has bags, offer to hold them at the register area so
that their hands are free to shop.
3. If the person doesn’t want help, still check in with him / her
periodically.
4. Smile and engage in small talk, commenting on the specific
items the customer has chosen. It is a good connection to
make with a legitimate customer and it tells a shoplifter you
are paying attention.
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5. Setting up your store “anti shoplifter”
1. Place higher priced, highly desirable merchandise in a location that
is highly visible by associates.
2. Keep displays orderly – You can better notice if something is missing
on an neat rack or shelf.
3. Keep sightlines low. You should be able to see from one end of the
store to the other easily.
4. Have proper functional lighting.
5. Keep bags at registers out of the reach of shoppers.
6. Ensure anti shoplifting items (CCTV, EAS, Keepers, detachers) work
properly and are secure.
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6. What to Look for:
1. Unseasonable clothing.
2. Shopping bags if you are in a stand alone store.
3. Groups of people who split up as they enter the store.
4. People who look to distract employees excessively.
5. People selecting items randomly or seemingly without
any thought.
6. People looking around nervously.
7. People who don’t want employee help.
8. Car parked in the fire lane in front of the store.
9. People on their cell phone the entire time (taking
pictures, video or possible talking to accomplices).
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7. 5 Elements of Shoplifting
1. You must see someone enter the store or the department with
nothing in his / her hands
2. You must see them approach a shelf or rack and select a piece of
merchandise that you know is yours.
3. You must see the person conceal the item (unless they just walk out
with the items).
4. You must see the person without interruption and in full view – 100%
of the time.
5. You must see the person exit the store after passing all possible
points of sale without making any effort to pay for the merchandise
in their possession. (Except in states where willful concealment laws
are in effect).
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8. What do I do? What can I do? What
should I do?
1. You have the right as a shopkeeper to get your merchandise
back from someone who shoplifts from you.
2. Is the value of the item lost worth the following possibilities?:
1. Getting hurt.
2. What if you are wrong and the person doesn’t have what you saw
them take?
 Potential litigation situation
 Bad public relations for your brand
3. Time lost testifying in court.
3. Sometimes you have no other choice but to stop someone.
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9. What do I do? What can I do? What
should I do?
4. Identify yourself as the owner or employee of the
business. Be firm in your tone, but don’t shout.
5. Ask “I would like the red sweater that you have
underneath your sweatshirt”. Be specific about what you
saw them take and it’s location.
6. Do not touch them unless you need to defend yourself.
7. Expect a denial the first time you ask and be prepared
restate your request firmly.
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10. What do I do? What can I do? What
should I do?
8. Be prepared to tell the suspect that if they don’t give you
what you’ve asked for that you will contact the police and
will prosecute.
9. If they flee, consider not chasing them. Get a
description of the individual, the vehicle they get into,
what they are wearing, what their direction of travel was
and what they stole. Report it to the police.
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11. Who can help?
1. Know the police that patrol the area around your store. If
there is an opportunity to donate to your local police
department, consider doing so.
2. Inquire about security related meetings in your area. Malls
typically hold meetings periodically to discuss trends in the
area as it pertains to shoplifting.
3. Know your fellow shopkeepers in the area. If everyone talks to
each other, you can all watch out for each other when there is
trouble.
4. Look at bringing in a security consultant to review what you
have and give suggestions to help.
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