How should we greet our customers?

Suggested Greeting:

Hi, welcome to _________, my name is __________. We just filled our frame boards so feel free to start browsing and someone will be checking with you to see if you need assistance.

What should I do if a person leaves the store with our product?

  • Call RGM/RM and The Command Center (if police needs to be notified) 1-866-Lux-Help.
  • Complete incident report and inventory adjustment forms (host stores contact host Asset Protection).
  • Contact surrounding Luxottica stores and provide a description of the incident

What do I do if a customer puts a black wayfarer in his/her pocket?

Suggested Conversations:

  • "Would you like for me to ring up the black wayfarer you’ve selected?”
  • “Would you like a tray to hold that black wayfarer?”
  • “I’m not sure if black is a great color for you, can I see them on you again?”
  • “Would you like a case to go with the black wayfarer you’ve selected?”

Do not accuse a customer of shoplifting.

Is it okay to run or chase after a shoplifter?

NO. We should never touch anyone, chase after anyone, ask anyone back to our store, attempt to stop, block or prevent them from leaving.

How do you handle repeat customers who never purchase anything?

Suggested Conversation:

“I noticed you’ve been in here several times over the past few weeks and have not found anything to purchase. Is there something specific I can help you find?”

What if the customer tells you that they didn't take the black wayfarer?

Suggested Conversation:

"I just filled this frame board and the black Wayfarers are missing. Have you seen them?"

Do not accuse a customer of shoplifting

Is it okay to contact the police?

Approval can be sought through the online incident report.   Follow the steps prior to contacting the police or mall security.

How do you get a customer to give you their name?

Suggested Conversation:

“Hi, welcome to _________, my name is __________, and your name is?”

What should you say if mall security and/or the police ask if you want them to stop and search the person?

We should not give direction for either mall security/police to apprehend a suspected shoplifter.

Should I document a loss?

Yes – losses should be documented on an incident report which will be submitted to AP at the CSC for review. Complete an inventory adjustment for theft.

What should I do if someone shows me a weapon and demands money/merchandise?

Give them the money/merchandise. Don’t try and be a hero. Contact police/mall security immediately followed by RM/RGM/RSM and The Command Center.

What is the code word to get assistance from mall security?

Every store should have a code with mall security to indicate there is a potential problem at the store. We are requesting mall security to come down and either stand in front or walk into the store (please meet with mall security to set up a walk through to determine their boundaries before incidents occur).

How do I handle a customer who starts yelling?

Remain calm. Explain you are there to ensure that they have a great experience and that you are trying to assist them in picking out a frame that will best fit their prescription/needs.

What information should be on an incident report?

Give clear/concise detail. The report should be able to answer, who – including physical/clothing description; what – exact product that was taken, when – time and date incident happened; where – location in the store where concealment took place; how – how concealment happened.

If I have a shoplifting incident on camera, can I contact the police?

Prior to contacting the police, the online incident report must be completed.  The report will walk you through which steps to take.