SHOPLIFTING AND OTHER THEFT TYPES - The Americas

22/10/24, 23:17

SHOPLIFTING AND OTHER THEFT TYPES - The Americas Anthony Rodriguez User

🎯 How to behave in the event of theft while on the sales floor.

💡 REMEMBER: Whenever a situation looks critical, don’t be a hero: we can replace the product, but we cannot replace you.

EXTERNAL THEFT

External theft is the stealing of Company assets by individuals that are not FENDI employees. This may involve dishonest clients or vendors. The dishonest client performs an act that is a criminal offense known as shoplifting.

Preventing external theft is the responsibility of the Store Team by delivering an elevated client experience. Client service is the number one way of deterring theft in stores. While Security Guards act as a visual deterrent to potential threats outside our business, safeguarding our product on the sales floor is the responsibility of store employees. After a confirmed theft event, Keyholders must:

Contact Asset Protection immediately via cell phone if the loss is significant (losses over 10k), OR if an injury occurred as a result of the loss, OR if the safety of the team/clients was jeopardized
Export the CCTV footage https://fendi.sharepoint.com/sites/CICERO/SitePages/SHOPLIFTING-AND-OTHER-THEFT-TYPES.aspx

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Complete an Incident report within 24 hours of the loss via the FAST portal
Contact Law Enforcement only if/when approved by Asset Protection

❕ CCTV recordings cannot be owned, handled, or sent via mail or any other means by the store staff for personal use. Video released to

external parties, including Law Enforcement, must be approved by Asset Protection. Sharing any information on social media or with people outside the FENDI organization is strictly forbidden.

The types of external theft most common in the apparel industry are: − Distraction Theft: One or more people cause an employee to turn their attention away from an unsecured product and then commit theft by removing or concealing the product. To reduce this opportunity, strictly adhere to the Product Control Procedures. − Grab and Run: A person asks to see an item(s). Once the item is handed to them, they quickly leave the store without paying for it. To reduce the opportunity of this happening, make your presence known by being on the sales floor and outside the fitting room and acknowledging all clients. The product should never be left alone. − Smash and Grab: One or more people enter a store during business hours and use hammers or other smashing tools to break open showcases. They then remove the product and exit without paying. − Credit Fraud: A stolen or counterfeit credit card is used to purchase the product. To limit fraud, follow the operating procedures for authorizing credit card transactions. − Burglary/Break-in: One or more people force entry into a store overnight using tools to steal products.

How can we detect shoplifting on the sales floor?

There is no typical “look” to a shoplifter
Client behavior is the best indication of potential theft
Providing exceptional client service and maintaining product protection standards in line with FENDI policy is the best way to prevent shoplifting What do shoplifters hope to accomplish when entering the store?
Entering the store anonymously
Concealing product without being detected
Leaving the store with the product without paying for it.

What are the behavioral signals of theft? Be aware of the following:

The client’s eyes. Purchasing clients are interested in the product and not in who is watching them
Empty or open shopping bags, purses, and handbags https://fendi.sharepoint.com/sites/CICERO/SitePages/SHOPLIFTING-AND-OTHER-THEFT-TYPES.aspx

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Shopping bags from stores that are not located in the mall/center
Individuals who take numerous garments of different sizes into the fitting room
Clients who stand so close to fixtures that they can’t see the product
Clients who move products to different areas of the store
Clients who send you away from the fitting rooms or ask you to check for products in the back
Clients that hide behind fixtures or move into blind spots on the selling floor
Clients who avoid interaction with our employees or pay too much attention to our employees
Clients who select products with no regard for size or style
Individuals who may cause a disturbance to distract your attention away from another person who is stealing PREVENTION THROUGH SERVICE

The best way to prevent shoplifting is to provide exceptional service to all clients. Employees and Security Guards confronted by a shoplifting incident MUST adhere to the following:

Safety first: the safety of our Store Team and clients is our number one priority
Do not attempt to detain or apprehend a shoplifter
Do not attempt to contact mall security, police, or other retailers about suspicious individuals in your store without the approval of Asset Protection
Do not instruct mall security to make an apprehension, detain a client or conduct a store walk-through on any shoplifting incident
Mall Security should only be contacted when there is a concern for the safety of our clients and employees
Under no circumstance is an employee to pursue a shoplifter out of the store for any reason
Never leave the sales floor unattended. Always communicate when you are leaving the sales floor to ensure the team is aware that there is one less employee on the floor to cover the client experience

CLIENT SERVICE

Client service is the best deterrence to external theft.

Ensure all employees greet and acknowledge all clients when they enter the store. Always exchange names
Re-approach all clients when possible. The more you acknowledge their presence, the more they feel welcomed in-store
Ask clients open-ended questions or how you can assist them with their shopping experience
Ensure the sales floor is not left unattended To ask discretely for help and support in maintaining control of the selling experience when dealing with a client, employees should use the established code phrase, “Red Binder,” in conversation with colleagues. Here are some examples of the phrase in use: https://fendi.sharepoint.com/sites/CICERO/SitePages/SHOPLIFTING-AND-OTHER-THEFT-TYPES.aspx

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“Can you grab the red binder to look up this style?” “Check the red binder to see when you’re on break.” “I checked the red binder and couldn’t find the schedule”

ASSET PROTECTION AWARENESS

Direct employees in specific locations to visually cover as much of the sales floor as possible when not assisting clients.
At the start of the day, schedule lunch breaks for all employees and security staff. Ensure that breaks are staggered and do not coincide with peak selling hours. This helps the team properly plan their day and avoids multiple employees asking to leave the floor at the same time
Tell other employees when you have to step off the sales floor for some reason. Tell them your client’s name and the product(s) you have left with them. If no employees are available, recite the names of the items to the client, so they know you are aware of what they are being left with. Store Operations Executing operational standards at the POS and in the stockroom ensures that Store Teams limit the opportunity for external theft. These are the best practices in place to deter theft:
Stockroom doors closed and secured when possible
Hold policy compliance
Daily cash register till counts
Two employee cash counting
POS station organization
Product cabling compliance
Cycle counts completed daily for high ticketed items for opening and closing procedures
Items counted in and out of fitting rooms
Fitting rooms kept clean and clear of products RECOVERY STATEMENTS

Recovery statements are strongly worded conversations using a client service approach to deter theft, prevent a potential loss, and convert the situation into a possible sale. Recovery statements should be used when theft is suspected or witnessed by a manager or employee.

Recovery statements are non-threatening and are not intended to accuse an individual of theft. Below are some examples of recovery statements that can be used in stores:
Indirect - “The belt you have selected is beautiful. Would you like to see it in another style?”
Direct - “Can I help you find a size in those shoes? They would go great with the Fendi First handbag you have selected.” https://fendi.sharepoint.com/sites/CICERO/SitePages/SHOPLIFTING-AND-OTHER-THEFT-TYPES.aspx

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Direct - “Would you like me to organize a fitting room for you with the black, yellow-logo shirt and red gold belt you placed in your bag?”
Direct - “I can start a sale for the black rounded sunglasses you selected. Would you like me to box them for you?”

Team trainings are an effective way to role-play recovery statements with employees. Take this opportunity to increase Asset Protection awareness amongst the staff. It is recommended to conduct role-playing during daily debriefs.

ARMED ROBBERY & AGGRESSIVE THEFTS

In a robbery or aggressive theft, the Store Team must always remember that the security of Clients and the Store Team is always paramount. The Store Team should:

Remain calm, stay away from the aggressors
Obey the robbers’ orders
DO NOT attempt to prevent the theft in any way. Becoming aggressive or locking doors put the teams in harms way
When the robbers have gone, and it is safe to do so, lock the store doors and notify mall security/local law enforcement
DO NOT trigger any alarms until the robbers have left
DO NOT chase/follow outside of the store
Attempt to keep all employees/witnesses in the store until the police arrive
Contact Asset Protection via phone REMEMBER:
When a situation looks critical, Don’t be a hero: we can replace the product, but we cannot replace you.

BREAK-IN THEFT

If a member of the Store Team observes any videos, posts, or messages reporting a break-in on FENDI premises or is the first person to discover it, they must share it with Asset Protection immediately. If you are responding to a break-in or are the first to access the boutique and you notice that there has been a break-in, do not enter the boutique until you receive authorization from Asset Protection.

INTERNAL THEFT https://fendi.sharepoint.com/sites/CICERO/SitePages/SHOPLIFTING-AND-OTHER-THEFT-TYPES.aspx

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If you observe or become suspicious of dishonest activity, report it to the Ethics Hotline or the Director of Asset Protection immediately. If unavailable, contact the Regional Director or Human Resources.

https://fendi.sharepoint.com/sites/CICERO/SitePages/SHOPLIFTING-AND-OTHER-THEFT-TYPES.aspx

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Source: BOUTIQUE/SECURITY/SHOPLIFTING AND OTHER THEFT TYPES - The Americas.pdf