Most shoplifting losses can be prevented by following the 3R’s of shoplifting prevention: Recognize, React, and Respond. Personal safety is always paramount. Managers and employees should not use force or pursue a suspected shoplifter.

Recognize: How to Spot a Shoplifter

  • Repeat customers that never seem to buy anything.
  • Be aware of customers dressing out of season.
  • Watch your customer’s eyes. If they are really shopping, they will be looking at merchandise. If they are looking at you or other sales people in the store, they usually either need assistance or are thinking about shoplifting.
  • Be aware of customers refusing assistance. Most customers appreciate your help and assistance.
  • Be especially aware of any situations or disturbances that may be a diversionary tactics designed to draw your attention away from the shoplifters.
  • Groups working together (i.e. the Distracter and Grabber).
  • Shoplifting can occur at any time, but certain parts of the day are critical when employees are apt to be less alert. (i.e. store openings, store closings, shift changes)
  • Be aware of a customer who creates a disturbance. He/she may be a decoy, drawing your attention away from others who are trying to steal.

React: How to stop a shoplifter

  • React and greet all customers upon entry of the store.
  • Utilize consultative selling techniques to work with more than one customer and uncover needs.
  • Use questions like:
    • “What style of glasses are you looking for?”
    • “Weren’t you in here the other day looking at those same frames?”
    • “Did you know we have a hard or soft case for those Versaces you selected?”
    • “Do you have a current doctor’s prescription?” (Optical Locations)
  • In host environments, use a statement like:
    • “The frame you have chosen must be purchased here at our registers, it can’t be purchased at a different register. I would be happy to ring that up for you.”
  • Use a code identified by management to alert other employees in the store.
  • Never accuse an individual of shoplifting.

Respond: How to report a shoplifter

  • Never pursue or confront suspected shoplifters!
  • Complete online incident report.
  • Refer to your specific brand's online incident report guidelines prior to notifying the Police Department and/or Mall Security.
  • Contact neighboring Luxottica stores with a description of the incident.

Note: Employees who violate the 3 R’s policy are subject to corrective action, up to and including termination.

For further training, please refer to the Introduction to Asset Protection course on Leonardo.