Podcast
Questions and Answers
Shoplifters often remove the ______ tags of expensive merchandise and replace them with false or less expensive price tags.
Shoplifters often remove the ______ tags of expensive merchandise and replace them with false or less expensive price tags.
price
Retailers can prevent shoplifting by designing the ______ to reduce blind spots and hiding places.
Retailers can prevent shoplifting by designing the ______ to reduce blind spots and hiding places.
store
Payment points should be placed in areas where ______ is likely to occur.
Payment points should be placed in areas where ______ is likely to occur.
theft
Retailers can use ______ in strategic places to observe customers and prevent shoplifting.
Retailers can use ______ in strategic places to observe customers and prevent shoplifting.
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When apprehending suspected shoplifters, it is important to keep an eye on the suspect so that they do not get rid of the ______.
When apprehending suspected shoplifters, it is important to keep an eye on the suspect so that they do not get rid of the ______.
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Electronic ______ surveillance (EAS) systems can be used to prevent shoplifting.
Electronic ______ surveillance (EAS) systems can be used to prevent shoplifting.
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Retailers can implement ______ policies to prevent shoplifting.
Retailers can implement ______ policies to prevent shoplifting.
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Retailers can use ______-circuit television (CCTV) cameras to monitor the store and prevent shoplifting.
Retailers can use ______-circuit television (CCTV) cameras to monitor the store and prevent shoplifting.
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When approaching a suspected shoplifter, it is important to ______ ask the person to accompany security personnel to the back office.
When approaching a suspected shoplifter, it is important to ______ ask the person to accompany security personnel to the back office.
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Retailers should prosecute ______ to prevent future shoplifting incidents.
Retailers should prosecute ______ to prevent future shoplifting incidents.
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Study Notes
Risks in a Retail Organisation
- Actions by customers not considered to be shoplifting:
- Customer simply forgetting to pay
- Customer takes something someone else has thrown away
- Merchandise has been priced incorrectly by the retailer
- Customer intentionally damages or destroys merchandise
Dealing with Persons Who Cannot Be Legally Prosecuted for Shoplifting
- These people include:
- Small children
- Mentally handicapped people
- Procedure to follow:
- Take the person to the back room and locate the guardian
- Tell the guardian what has happened
- With assistance of guardian, remove the merchandise from the minor or handicapped person
- The guardian will take the matter further
Customers' Legal Rights to Quality Service
- Under the South Africa Consumer Act of 2008, a consumer has the right to demand quality service
- If a retailer fails to meet the agreed conditions, the consumer may ask for:
- The retailer to remedy the service
- A refund
- Retailers need to educate both their employees and customers on their customer service policies
- Well-trained employees are able to inform customers beforehand on possible problems they may experience and help customers make better decisions
Shrinkage
- Definition: The reduction of inventory value due to:
- Employee or customer theft
- Merchandise being damaged or spoiled
- Poor record keeping of inventory
- Types:
- Theft by customers
- Theft by employees
- Mistakes by employees at point of sales
- Supplier mistakes (e.g. short delivering on an order)
- Miscounting during physical stock-takes causing bookkeeping errors
- Organised and high-tech theft
Shoplifting
- Definition: A person taking goods from a store without paying for the goods
- Store must prove that the person took control of the merchandise away from the retailer
Common Methods of Shoplifting
- Removing the price tags of expensive merchandise and replacing them with false or less expensive price tags
- Hiding the merchandise in bags
- Hiding the merchandise under clothing or in pockets
- False wrapping (hiding expensive merchandise in the packaging of cheaper merchandise)
- Wearing the merchandise and pretending it is their own
- Grabbing a hand full of merchandise that is displayed close to the doors and making a run for it
Detecting and Preventing Shoplifting
- Implementing merchandise policies
- Designing the store better
- Placing payment points in areas where theft is likely to occur
- Placing expensive items at the back of the store
- Avoiding creating blind spots in the store with high displays and fixtures
- Using mirrors in strategic places to observe customers
- Increasing security
- Prosecuting thieves
- Using Electronic Article Surveillance (EAS) systems and Closed-Circuit Television (CCTV) cameras
Legal Requirements When Apprehending Suspected Shoplifters
- Once you are sure that someone has shoplifted, discretely approach the suspected shoplifter
- Calmly ask the person to accompany security personnel to the back office as not to alarm the other shoppers
- Call the police
- Keep an eye on the suspect so that the suspect does not get rid of the evidence
- The merchandise should still be on the suspect's person when the police arrive
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Description
This quiz covers various actions taken by customers in a retail setting that are not considered shoplifting, and the appropriate responses by retailers.
