Loss Prevention Strategies - Shoplifting - Retail 🌎

Though shoplifters can be anyone, there are some common characteristics that can help you identify them in your store. In this topic, you’ll learn about some of these traits so you can better identify them and prevent potential shoplifters from stealing merchandise from your store.

• Questions (level 1, 2, 3)

• Video module

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1. Shoplifters can be any age, gender, or economic or ethnic background. There is no "typical" shoplifter.

2. Shoplifters often operate when employees are apt to be less alert, e.g., at store opening and closing times, during the lunch and dinner times, and during shift changes.

3. Shoplifters often work in pairs or groups to divert the clerk's attention while they steal.

4. Shoplifters often wear loose or baggy clothing or carry large bags to help conceal lifted merchandise.

5. Often people wear hats or hoods to prevent their facial features from being captured on surveillance cameras.

6. Shoplifters often linger in one area, loiter near stock rooms or other restricted areas, or wander aimlessly through the store. They will often try to take merchandise they hope to steal to these more secluded areas.

7. Shoplifters might seem nervous or refuse assistance.

8. Identify customers who wear sunglasses to try to hide their eye movements from associates; since there isn’t much light indoors, always treat customers wearing sunglasses as suspicious.

In this topic, you’ll learn how to distinguish between an average customer’s behavior and a suspicious customer’s behavior. Some of the behaviors that shoplifters have that you’ll learn about include exaggerated actions, looking at people more than the products, wearing clothing that’s out of season, and more. By being able to identify these behaviors, you’ll be able to help identify potential shoplifters in your store more easily.

• Questions (level 1, 2, 3)

• Video module

Translated content is typically AI-generated, and in some instances, it's been human-reviewed. Review the list below for translation details within this topic.

• English

• French

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• Spanish

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1. Be aware of customers wearing out of season clothing, like overcoats when it's hot or just a t-shirt when it's cold, as this behavior may indicate they intend to use their clothing to conceal their theft.

2. Identify customers carrying their bags with only one handle since a half-open bag makes concealment of stock easier for the shoplifter.

3. Identify when customers carry their own shopping bags, as the customer may intend to use these bags to conceal items. [Examples include out of town store bags, empty bags, duffel bags, foil-lined bags, or requesting empty store bags from cashiers.]

4. Exaggerated body movements to show they are “normal,”, may indicate a dishonest customer. [Examples: like pretending to talk on the phone, carrying their purse or wallet in an obvious way, or pointing at goods in an exaggerated manner.]

5. Signs of nervousness may be indications that someone is about to commit a crime. [Examples: sweating, shaking, flushing, yawning, or chewing gum rapidly.]

6. Watch the customer's eyes. If they are looking at you, they might need assistance or might be thinking about shoplifting.

7. Be aware of customers who look at the store’s employees more than the store’s products or displays. This could indicate that they plan to steal something when they think no one is watching.

8. Look for watchful customers who appear to be looking at the ceiling often. They maybe be searching for security cameras in the area to see if they can successfully steal items from the store.

9. If you notice a customer behaving suspiciously and believe they might be a shoplifter, keep them in sight and notify a manager or security personnel immediately.

10. Take note of how customers are carrying items as these behaviors may indicate their intent to conceal items. [Examples: carrying items without their hangers or packaging, inspecting security devices, or carrying stock on baby strollers.]

11. Trust your instincts; if you have a feeling that a customer’s behavior is suspicious, you may be right.

In this topic you’ll learn some helpful strategies you can use to help detect and prevent shoplifting in your store. This is to help you be able to recognize the difference between normal customer behavior and suspicious behavior so that you can respond accordingly and alert the appropriate people. Some of the practices covered in this topic include how offering great customer service can deter thieves, what kinds of behaviors you should monitor, how to identify vulnerable areas and circumstances in your store, when to contact management, how to monitor and inspect the sales floor, and more.

• Questions (levels 1, 2, 3)

• Video module

Translated content is typically AI-generated, and in some instances, it's been human-reviewed. Review the list below for translation details within this topic.

• English

• French

○ Questions = AI-translated

○ Video = AI-translated

• Spanish

○ Questions = AI-translated

○ Video = AI-translated

1. Make an extra effort to be aware of customers at times when there are distractions to deter theft. [Examples: busy times of the day, at the start and end of the day, or when you are on the sales floor alone.]

2. Observe customers’ behavior on the sales floor for 15 seconds or more to determine whether their behavior fits with that of a “normal” customer.

3. Be attentive to people in your store and work area. This helps legitimate customers and deters shoplifters.

4. Deter theft through great customer service since this action proactively engages customers to let them know associates are aware of their activities on the sales floor.

5. Do not leave your area unsupervised. Have another co-worker cover your area when you leave the floor, e.g., to check for items in the stockroom.

6. While less common since the introduction of scanning manufacturer’s barcodes, remain alert for customers swapping lower price tags onto higher priced goods, especially on fashion items to prevent store losses.

7. Use multiple pathways to move throughout the sales floor since most dishonest customers look for blind spots among fixtures or on staircases.

8. Be aware of stock positioning and merchandising to deter theft, particularly vulnerable items near exits or high risk items like electronics.

9. Identify situations that increase the risk of losses for our business to proactively prevent theft. [Examples include unlocked security cabinets, unmanned fitting rooms, abandoned keys, unsecured stockrooms, receipt paper left on the till counter, or suspicious persons hanging around cash registers.]

10. Alert managers to any situation that may increase security risk to avoid loss through theft. (Examples include long line-ups at the cash desk, poor manning of selling floor, empty shelves, and unsecured cash registers).