WHAT IS EXTERNAL THEFT ?
Thefts of goods and services by those who are NOT employed with DSG, GG, or VC are called what?
EXTERNAL THEFT
- This includes merchandise theft, merchandise return fraud, ticket switching, box concealment, grab & go, ETC.
This step is most important in deterring theft, and should be consistently utilized with anyone who walks into our stores.
Athlete Engagement
The best way to precent retail theft from occuring is to create an athlete-focused selling environment dedicated to teammate availability, while maintaining a safe and courteous atmosphere.
Where should the emergency contact list(S) be located at for your store?
What is Secure in a location in store, a secure location outside of your store.
Best practice is to put in cash office in a secure spot for only key carrying members.
Offsite in a secure location like a car is sufficient
How would you define a robbery?
What is when someone comes in the store who is armed and demands money or merchandise.
Also can be when an individual is robbed outside in the parking lot
Where are external incidents reported?
DSGIQ
What is the key identifier in external theft?
BEHAVIORS
- It is important to never rely on appearance to identify shoplifters. We treat every athlete equally, with no bias or assumptions.
"It seemed weird seeing those golf balls, gloves, and other accessories on the hydration shelves. Not sure how they ended up over here?"
This behavior isn't considered shoplifting...yet
Staging
When a "Spotter" identifies "Hot Zones" or places to conceal and store product. A 2nd member of the group will enter shortly after to retrieve the staged items and exit within minutes.
If an individual or group is demonstrating behavior that indicates shoplifting and athlete engagement is unsuccessful, are you authorized to contact law enforcement?
What is YES
Highly suggest pair with another manager
Rapidly selecting excessive amounts of merchandise without regard to color, price, size, or multiple units of the same item.
Using tools to disassemble products or to remove security tags from merchandise.
How would you define a burglary?
A burglary occurs when someone breaks into the store and steals merchandise and/or money when the store is empty and/or closed. Burglaries may also result from someone hiding in the store until after closing, stealing merchandise, and breaking out of the store with it.
What are 3 mitigation strategies to deter External shoplifting?
Point Guards, Cameras, Lot Cops, Off Duty Police, Enhanced MES
What determines the cadence leaders get contacted in to respond to an alarm?
PROXIMITY TO THE STORE.
- If you are the first to respond to an alarm and there are signs of burglary, DO NOT ENTER THE STORE. Step away from the building and immediately contact the police and then your Loss Prevention Management or Store Management.
(if you are a store that carries guns, pay attention to the blue strobe light that indicates an alarm point near firearms.)
- Once police have cleared the building for entry, confirm LP has been notified and supply responding police with any information requested.
-Responding manager must immediately confirm security and inventory (counts) of our firearms area checking for tampering and variances. If not applicable, Golf club inventory is first priority.
- DO NOT GIVE ANY STATEMENTS TO THE MEDIA! Direct them to customer service at Press@DCSG.com or your local law enforcement.
This shoplifting classification appears to be a shopping spree at first glance, where subjects grab any product regardless of style, color, or size, and try to exit with as much as they can carry.
Grab n Go
This behavior from groups or individuals indicates shoplifting and the authorities should be contacted if athlete engagement is ineffective.
Are Managers or Teamates allowed to leave the store to stop the offender, obtain license plate, or direction of travel?
What is DEFINITELY NOT
Under no circumstance should you leave the store, stay safe and gather any intel from in store that may help police once they arrive.
ITs our responsibility to create a safe place for teamates and athletes.
What are the ways you can prevent a robbery?
-mantain front doors locked during non business hrs
-handle cash drawer with care, keep cash office secure.
verify identity of anyone coming through back door
pay attention to your surroundings.
Who is primarily responsible for an entering an incident into DSGIQ?
A manager within the store-however any teammate can enter an incident
What percentage does External Theft make up in our total shrink?
60 PERCENT
- Most theft comes from external sources. Providing excellent customer service, engaging with your athletes, and delivering the common purpose will not solve the problem entirely. However, done consistently, it can reduce the frequency of these incidents and deter future shoplifters from targeting our stores.
Unlike the authorized shopping carts and baskets, these bags lined with foil are used to thwart tag sensor alarms from detecting concealed product once inside.
Booster Bags
Possession of these bags is considered "highly suspicious" behavior. It is recommended to use discretion and further monitoring if necessary, but ultimately this should warrant a call to law enforcement.
Last shoplifting incident you called police and they didn’t come because either product amount was so little, or no weapon was used. Should you still call them on the next incident ?
What is YES
Its not our responsibility to gauge what law enforcement will do now or in the future, always call and give full detail to give them opportunity to track them down!
What are some things you would do during a robbery and then after a robbery?
-remain calm and comply
-make it clear what you're doing
-observe where the robber exits
-don't chase or follow robber
-call 911
-check on teammates and athletes
How do you enter an enter an item when you’re not exactly sure what is stolen?
Cycle count- There are times when exact items cannot be determined. It's important for your physical inventory accuracy to do the best you can at identifying what items were taken. This is usually accomplished through a cycle count of the area that was targeted. In the event that you cannot gather UPCs, you can use the non[1]merchandise item entry screen to enter general information regarding the loss.
Name our three (3) subject matter expert Directors of Loss Prevention.
KEVIN DODSON - (412)841-4750 Kevin.Dodson@DCSG.com
MIKE JACKSON - (412)980-9210 Michael.Jackson@DCSG.com
JOSH MEINS - (412)944-5280 Josh.Meins@DCSG.com
- Our directors of LP have provided their contact information and encourage us to use it as a resource for questions, concerns, guidance and support. Remember: WHEN IN DOUBT, JUST ASK!
Completion of these two trainings allow our teammates to focus on suspicious behaviors specifically, to accurately identify actions indicative of shoplifting.
Unconscious Bias & Zero Tolerance Stance
It is important to be consistent in how we view, greet, and assist everyone. The first step in Loss Prevention is understanding the difference between perceptions of others and actions, and how they can be used to foster a healthy environment for athletes and teammates.
Information is out on a local BOLO and you think the suspect is in your store, should you contact police?
What is NO
Again pair with another Manager, then decide if you both agree and contact your DLPM.
Leaders should never base a decision to call the police on: assumption, superficial evidence or previous BOLO activity
Be alert for unusual people or vehicles in the parking lot after closing • Ensure all keys you may be assigned are in your possession and report missing keys to LP immediately • Never share alarm codes, register or system passwords, or keys with anyone inside or outside of the store • Make sure the all departments and fitting rooms are clear of athletes before closing, this includes inspecting display tents on the selling floor, back rooms, office area, bathrooms, fitting rooms, backroom and mezzanines (where applicable) • Complete a “drive around” for your building before leaving parking lot at night and upon arrival but before entering store in the morning.
True/False- A bad actor shows suspicious behaviors by randomly selecting merchandise. The bad actor is engaged by multiple teammates and eventually leaves the merchandise behind. Should this be reported into DSGIQ and if so under what type of incident?
True-This should be reported a recovery incident.