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Store Security. STORE SECURITY. Customer Service. Acknowledge all customers Make eye contact. A possible robber will think twice if he thinks that he can be identified. Approach customers and offer assistance: 1. Verbally when they enter. 2. Up close if they linger around. Robbery.
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Customer Service • Acknowledge all customers • Make eye contact. • A possible robber will think twice if he thinks that he can be identified. • Approach customers and offer assistance: 1. Verbally when they enter. 2. Up close if they linger around.
How to Respond to a … Robbery • Be calm and alert. • Be observant (remember a description). • Be careful and cooperate. • Don’t discuss the crime with anyone. • Don’t resist - Obey all instructions. • Give what’s asked for, no more - Do not volunteer anything.
How to Respond to a … Robbery (continued) • Activate silent alarm as soon as possible. • Signal other employees if you can do it safely. • If given a note, save it, handle it as little as possible. • If shooting starts, get down as far as possible behind cover.
How to Respond to a … Robbery (continued) • Do not be a hero. • Never leave the store with a robber. • Once the robber leaves, lock the doors to keep him/her from re-entering. • Dial 911 – Emergency line. 1. Give as much detail as possible. 2. Stay on the phone until told to hang up.
How to Respond to a … Robbery (continued) • Protect the crime scene 1. Keep everyone from discussing the robbery. 2. Have everyone write down what they saw. (Description of robber & what was said.) 3. Note what the robber touched or took. 4. Keep everyone away from what the robber touched.
How to Respond to a … Robbery (continued) • Protect crime scene (continued). 5. DO NOT discuss the robbery with the media. 6. If a witness insists on leaving, get name, phone number, address, & license plate number for police. • Find out if your law enforcement agency has a special security program for banks and if you could be included.
How to Respond to… Shoplifting • Employees should approach a suspect as soon as they pass the cash register. • The stop should be made inside or near the front door (safely). • The employee should have a person to back them up (witness in your favor). • If the shoplifter resists let him/her go. • Contact police or ABC Law Enforcement.
How to Respond to… Shoplifting (continued) • Get complete description of the suspect & vehicle including tag and direction of travel. • If shoplifter is apprehended: 1. Take back stolen items. 2. Detain suspect. 3. Call police /ABC Law Enforcement.
How to Respond to… Shoplifting (continued) • Things NOT to do: 1. Do not lock them in the store (creates safety issues for you, other employees and customers). 2. Do not follow them out the store. 3. Do not accuse them of a crime. 4. Do not tell them they are under arrest. 5. Do not attempt to physically detain them.
How to Respond to a… Do not lock them in the store. Creates safety issues for you, other employees and customers.
How to Respond to… Shoplifters (continued) • Things TO DO: 1. Keep them under constant surveillance (In case they abandon merchandise somewhere in the store). 2. Approach them before they exit store (preferably in view of security camera). 3. Tell them you need to talk with them about items in their possession. 4. Avoid embarrassing the customer. 5. DO take custody of recovered merchandise.
How to Respond to… Shoplifters (continued) • Obtain assistance from other employees. • Contact police, advise them of the situation and request an officer. • Contact ABC Law Enforcement.
Robbery Prevention • Make eye contact and acknowledge everyone that enters the store. • Keep only small amounts of cash in register. • Never leave cash out in the office. The money should be secured in the safe and the office locked. • Keep the door to the back (stockroom/office/ break area) closed. • Be cautious when opening and closing the store. • DO NOT let anyone in before you open or after you close.
Robbery Prevention • Deposits where available should be made by ABC Agents. • Do not make deposits at the same time every day. • Place the bag in the trunk of the car ASAP and don’t delay your time outside the bank. • Look around before leaving the store, someone may be waiting for you.
Security Systems Hold up Alarms • Make sure all employees are familiar with the system and procedures. • Have them checked regularly. A maintenance contract is worth the cost. • Have a back up system. Should the button fail, have a code that can be entered at a key pad and include access in office and restrooms (in case employees are locked in by suspects).
Security Systems Surveillance Cameras and Recorders • Should be placed where everyone entering the store can be seen. • One or more cameras should cover the registers. • Cameras should be placed where there is loss of inventory. • Cameras should be placed in the storage area. • If possible, a camera should be in the parking lot. • The layout of each store will dictate the location of the recording device. • Key to the surveillance system; it must be turned on.
Security System The key to the surveillance system; it must be turned on.
Security Systems Bottle Tags/Rings • These are non-intrusive attachments to the bottle that if stolen will activate an alarm at or near the front door. • These items have been in use for years by retailers. • Cost issue, but worth it.
Security Systems Employees • Employees are the best security, If they: 1. Acknowledge customers. 2. Approach customers to assist them. 3. Don’t sit on the job. 4. Approach suspected shoplifters. 5. Use surveillance system. 6. Keep back closed, office locked, & money in safe. 7. Check lot at opening, closing and while making deposits. 8. Keep only small amounts of cash in register.
Law Enforcement Roles • Not clairvoyant. Can only work with what the employees provide them. The better the description, the better the odds of capture. • Most law enforcement officers will work together with other agencies. • Bad checks are the same as we talked about with shoplifters. The more information provided the better the results.
Store Design • You determine the store design and the most tactful security for employees and merchandise. • Displays shouldn’t block areas from view. • Shelves should allow maximum visibility.
Store Design • Mirrors can be used to view blocked areas.
Store Design • The office can be constructed at an elevated level where possible to provide a better field of view through a one-way window. This would allow an employee who is conducting business or on break in the office to be another set of eyes watching the store. Office could be higher for better field of view.
