How to Identify a Potential Shoplifter - A Guide for Retailers (AG4R)

Shoplifting is perhaps the most common of all criminal acts. However, it mostly goes unnoticed by even the most alert store employees and managers. This is because most people have a fixed perception of what a shoplifter looks like, and it is this perception that gives the majority of shoplifters a free pass to steal without being watched or suspected. The following is everything you need to know to help you identify a potential shoplifter.

Difficulty: Easy

Instructions

1. ABANDON YOUR PRECONCEPTIONS. You must abandon any preconceptions that you may have about what a shoplifter looks like. Shoplifters steal for a variety of reasons: for the need, for the thrill, peer pressure, etc. Some steal out of compulsion - a psychiatric disorder known as kleptomania. Since shoplifters steal for various reasons and have various levels of self-control and desperation, a shoplifter can be anyone and, more often than not, a shoplifter is the person that most people suspect the least: imagine a preacher, a preacher's son, a mom pushing a baby in a stroller, a charming octogenarian couple, a teenager, a distinguished-looking gentleman, a celebrity. Out of that group you would probably watch the teenager, right? But, do you know why? The teenager you may assume has the least means and cannot afford to shop or has a propensity to shoplift, whereas the others are more mature and have money, and probably don't need to steal anything. That's the preconception of teenage delinquency that many people have. The truth is, without any more information, the teenager is just as likely to shoplift as any other person in this list, because people steal for various reasons. So just because some people are mature, have money and don't need to steal anything, that doesn't mean they won't; that just means they will have a better chance of not getting caught because you are focused on the teenager. And the worst of all preconceptions are racial. Racial profiling is absolutely the least reliable method for identifying a potential shoplifter. Ditch those preconceptions and focus on behavior only.

2. OBSERVE BEHAVIOR ONLY. Behaviorism is the only reliable method for identifying potential shoplifters. Learn the following behaviors and create a mental checklist to observe customers. As you collect more checkmarks on a particular customer, the probability that they are a potential shoplifter increases.

3. ALL SHOPLIFTERS HAVE ONE THING IN COMMON: AVOIDANCE. The common denominator for every single shoplifter is that they do not want to be caught concealing an item and removing it from the store. Therefore, every shoplifter will visually scan their surroundings immediately prior to concealing the merchandise. They want to make sure nobody is around watching them, namely store associates. Some shoplifters are quite obvious about this and draw a lot of attention, others are much more subtle. The obvious ones will dart their eyes around sharply, turning their head and shoulders around quickly, looking behind themselves, looking up at the ceiling for cameras. It is clear that they are not admiring the merchandise, but are looking beyond their immediate area, across the salesfloor. It is clear they are not just lost and reading the aisle markers, but are looking for cameras. Some shoplifters are much more subtle, much less nervous, and have a better awareness of where all the associates and cameras are; but no shoplifter, no matter how experienced they are, can shake the need to check out their surroundings just prior to concealment. This behavior is typically called "eyeballing" or "flagging" by many in the retail industry. Wearing dark sunglasses or a baseball cap with the bill pulled down will help them conceal their eye movements.

4. STASHING/MANIPULATION OF MERCHANDISE. Shoplifters like to set up or "stash" merchandise before stealing it. Sometimes they remove merchandise from one department and deposit it in another, then leave. This may be a depository for all the merchandise they intend to collect throughout the store then steal in one shot. Stashing also allows the shoplifter to return to the merchandise at a later time, even hours later, and if all the merchandise is still there they might assume that nobody saw them stash it there in the first place and therefor nobody will see them concealing it all now. Sometimes they hide merchandise inside of or behind other merchandise, such as placing items in the pockets of jeans or jackets, or inside the boxes of larger items, with the intention of paying for one thing while stealing everything that is hidden inside the pockets or boxes.

5. DEFEATING SECURITY DEVICES. Security devices typically include electronic article surveillance tags, cables, locked cases, and locking peg hooks. Any behavior that is an attempt to defeat such devices is a very strong indicator of a potential shoplifter. Peeling or picking at soft security tags (labels) usually makes a clicking sound, especially if the tag is applied to a plastic blister package. Try this for yourself and learn how to recognize this sound when you hear it; test associates to see if they turn around when they hear it. Shoplifters can be seen looking for hidden tags such as flipping a book upside down so that a security tag that is hidden in the pages will fall to the ground. Some shoplifters will bypass the security tags altogether by removing the item from its packaging (have you ever found an empty blister package that looks like it was cut open with a razor blade?). For hard tags such as the common 2-piece pin types used on clothing, removing these forcefully results in a loud snapping sound. Since there are only a 2 or 3 common vendors for these types of tags, most professional shoplifters already have acquired the hand-held detachers to remove most of these hard tags. The zip tie type of hard tags can be cut off with a box cutter or shears and make no sound, but using such tools is more brazen and exposes a shoplifter, so look for someone that has both hands reaching deep into a shelf as if to hide the fact that they are cutting a tag off with a pair of scissors. Aircraft cables, closed-circuit electronic alarms, locking cases and locking peg hooks are more secure than tags but of course these can also be defeated by a determined shoplifter, but with more effort and greater risk of getting caught.

6. NERVOUSNESS. Most shoplifters are nervous about the idea of shoplifting and getting caught. They are preoccupied with how to execute the theft, avoid being seen, exit the store, wondering if there are cameras, wondering if there are hidden security tags in the merchandise, debating internally about whether or not to go through with it, and so forth. Their mind is racing and their pulse is pounding as adrenaline starts to kick in. As they get closer to the point of concealing merchandise, their nervousness ramps up and manifests itself in ways both obvious and subtle, such as walking in circles, shaking out their limbs and hands, cracking knuckles, talking to themselves, perspiring, labored breathing, etc. Before they can steal they have to release this tension or at least try. Read below to learn more key nervous behaviors.

7. CLOTHING/BAGS/WHEELS. Shoplifters will conceal the merchandise on their person (underneath their clothing, in their pockets, waistband, bra, etc.), in a bag (purse, backpack, shopping bag from another store or from the same store), or a anything with wheels (a baby stroller, a wheelchair, a shopping cart). In some very sad cases, a shoplifter will conceal merchandise on ANOTHER person with or without their knowledge, such as hiding an item in Junior's cap or in a friend's backpack or their spouse's shopping bag or under grandpa's wheelchair. Look for shopping bags from another store, and be suspicious of shopping bags for a retailer that is nowhere near your store (for example: a customer carrying a Disney Store shopping bag when the nearest Disney Store is 30 miles away); also look for a customer taking an empty shopping bag out of their purse or clothing. Clothing that is conducive to concealing merchandise such as jackets worn around the waist or carried under the arm, baggy pants and out of season clothing (this does not mean a fashion emergency!): if it's a very hot summer day, then why would anyone walk into a store wearing a parka? (You're saying some people just like the heat, but then why are they wearing that parka with shorts and flip flops?). And remember, wearing dark sunglasses indoors or a baseball cap with the bill pulled down is a way shoplifters can conceal "eyeballing."

8. GRAB AND RUNS. A "grab and run" or "grab and dash" is a shoplifting incident where the shoplifter forgoes the concealment and instead relies on how quickly they can exit the store and get away. This shoplifter does not bother trying to avoid being caught concealing, but they still can be caught eyeballing their exit path just prior to grabbing an armful of merchandise. They can still exhibit unusual behaviors such as walking at a very brisk pace through the store or stashing merchandise close to the exit and returning later. Grab and runs usually result in greater losses because store associates have less time to identify the potential shoplifter behavior and cannot react quickly enough with customer service.

9. REFUND FRAUD. There are 2 types of refund fraud and both are forms of theft. One type has the shoplifter come into the store empty handed, select merchandise off the shelf, then proceed directly to the customer service desk to ask for a refund on that merchandise. Sometimes they have a cash receipt (which they could have found in the trash or in the parking lot); even without a receipt most retailers will issue a store credit at that point. The shoplifter can then use that store credit to purchase what they can't shoplift (such as an item behind the counter or in a locked case), or they might sell the merchandise credit at a discount (sell a $100 merchandise credit for $80). Behavior to look for: this shoplifter will eyeball immediately when they enter the store to see who noticed them coming in empty handed, will try to enter at the entrance farthest from the return counter, and holding a receipt with no merchandise or shopping bag, or pulling a crumpled receipt out of their pocket trying to match it up with the merchandise. The other type of refund fraud has the customer enter the store with merchandise that was stolen elsewhere, or that was purchased with a bad check, stolen credit card or fraudulently-opened account, or counterfeit cash.

10. PRICE SWITCHING. Switching the price tags on merchandise from a higher price tag to a lower one is definitely theft because the intention is dishonest and would result in a loss to the store. This is harder to prove unless the customer is seen peeling the price sticker off of the item they intend to purchase, peeling off the price sticker from a less expensive item and applying it to their purchase item. They might even go one step further and repeat these steps for one or more items just to prove to the cashier that all the items are priced that way. All of this peeling business puts the price switcher at great risk of getting caught because the behavior is so obvious and a bit time consuming.

11. ADDITIONAL GUIDES FOR RETAILERS (AG4R). For further reading, please check back for my other guides for retailers covering subjects in loss prevention, auditing, cash control, physical security, access control, merchandising, customer service, refund fraud, exception-based reporting and analysis, inventory preparation, human resource management, and more!

Tips & Warnings

• Eyeballing or flagging, as described above in Step 3.
• Selecting multiple items without regard to price, size or color, such as a whole stack of jeans or sweaters.
• Removing security tags.
• Peeling off price stickers.
• Removing merchandise from one department and depositing it in another, then walking away; creating a depository of merchandise for a later theft.
• Hiding merchandise inside of or behind other merchandise.
• Asking an associate for directions to an item or department, then proceeding in the opposite direction.
• Asking an associate unusual questions about merchandise.
• Opening a wallet and showing cash, in attempt to alleviate suspicion.
• Releasing nervous tension through exercises such as stretching, cracking knuckles, rotating arms, etc.
• Entering the store and proceeding directly to an area at a brisk pace while eyeballing.
• Facial expressions of worry, such as wide open eyes, raised eyebrows and crinkled foreheads and gaping mouth. This is usually seen immediately after concealment has already occurred and eye contact is made with the suspect.
• Carrying large but seemingly empty bags/purses.
• Taking empty shopping bags out of their purse/bags/clothing.
• Carrying a shopping bag from a store that is not in the same shopping center.
• Entering a store empty handed and staring at the Returns desk.
• Removing a crumpled receipt from their pocket, matching to items on shelf.
• Ducking down and out of employees' view.
• Avoiding employees, rejecting customer service.
• Walking around the store briskly through aisles while carrying merchandise, attempting to not be seen or followed by associates while concealing the merchandise.
• Always follow your company's guidelines for approaching a suspected shoplifter.
• Never accuse a customer of shoplifting unless you are 100% sure, have followed your company's guidelines, and are prepared to make a citizen's arrest and notify law enforcement. Remember, if they haven't left your store with merchandise that they haven't paid for, they aren't really a shoplifter yet.
• Don't risk the safety of yourself or others in the apprehension of a shoplifter or in an attempt to recover stolen merchandise.
• Don't make the mistake of resorting to racial profiling for shoplifters unless you want to get robbed blind by everyone else. Remember to focus on behaviors only.

[luvbug020509]

on 8/9/2009 Excelent, detailed article! 5* + rec, I'm going to subscribe to you so I can read everything you post! Fantastic!!