Handling Customer Alarms of a Checkpoint Security Systems

What do you do if a customer alarms your  checkpoint security systems. Follow the steps below:

1. Approach the customer and in a friendly manner state “Excuse me, we may not have checked out your purchase properly. Please step back into the store, and we’ll get that taken care of.”
2. Ask for the customer’s bag – never grab it.
3. Walk purchase through the  checkpoint security systems antennas/ pedestals to verify alarm.
4. Check merchandise against receipt.
5. If merchandise all checks out – pass the items over the deactivation pad again.
6. If there is merchandise that was not purchased – ask the customer if they would like to purchase it at this time.
   purchased – ask customer if they would
   like to purchase it at this time.

Another way to remember this process when approaching a customer is to use the “vowels” of alarm response:

A Address the customer.  “Excuse me sir/madam,”

E Explain what happened.  “…We seemed to have failed to deactivate an inventory control label from your merchandise…”

I Invite the customer back into the store…Would you mind stepping back inside the store with me so I may assist you…”

O Offer an apology. “…I am very sorry for this inconvenience.”

U Understand what alarmed the system.

Training, common sense and your  checkpoint security systems will reduce shoplifting substantially.