How To Deal With The EAS Security Door Alarm of The Store?

When the customer rings the EAS Alarm (whether the customer is entering or leaving the store, the staff should be very polite and greet the customer)

Say to customers: Hello! Sorry, please wait a moment, the alarm sounded when you passed the door just now! (Remember: in the process of understanding the alarm sounding machine, the staff try to avoid physical contact with customers, and the tone should be polite and sincere)

Customer cooperation

1) Customers leaving the store

It may be caused by the goods you just bought in the store, and the staff failed to handle it thoroughly for you, which caused you inconvenience. I'm very sorry! In order to avoid the trouble of the same alarm when you go to other places, please leave it to me and I will help you handle it. Thank you for your support and cooperation in my work!

2) Customers enter the store

If you don't mind, we can help you understand clearly what caused the alarm to avoid the same trouble every time you go to the mall. Thank you for your support and cooperation in my work!

Customer non-cooperation

1) Customers enter the store

The staff shall not prevent customers from entering the store, and can only notify the internal staff to pay attention to the customer's shopping process. The action should not be too obvious to avoid customers being dissatisfied with us; but we cannot use this as an excuse to not understand the reason for the alarm when the customer enters the store.

2) Customers leaving the store

The evidence is conclusive: If the staff has 100% evidence that the customer has unpaid goods, they should be polite

To prevent customers from leaving, immediately notify the duty or loss prevention staff to assist in handling. If necessary, the shop should immediately report to the police and wait for the police to deal with it. In the event of a customer trying to escape, all shop colleagues should jointly assist or seek the assistance of property security to send the police to the public security organ. During this period, if employees feel that their safety is threatened, they should stop any behavior that may cause harm to themselves.

Unable to find out the reason: If the staff does not have 100% evidence to prove that the customer has unpaid goods, do not publicly say that the customer has stolen or suspect that the customer has not paid for the goods; and must not prevent the customer from leaving. But we cannot use this as an excuse to not understand the reason for the alarm when the guest leaves the store.

Note: When assisting guests to analyze and find the cause of the alarm, remind them of the possible reasons for the alarm. Even with the customer’s consent, they cannot reach into the customer’s bag, including the shopping bag that the customer has paid for. Instead, ask the customer to take it out by himself, and we will help him/her test. The handling process should be within the effective monitoring range of the store, with the assistance of colleagues.

EAS Alarm

The cashier is not demagnetized

Invite the guests to go back to the cashier for processing, or ask the guests to wait at the door, and hand over the goods to us for immediate assistance. When the guests cooperate with the processing, the staff will take the guests’ goods and approach the EAS alarm to test and analyze the alarm The reason, please wait a moment, take the goods to the checkout counter and return the goods to the customer, and say to the customer: Sorry, welcome next time! take care! …And other polite words to express our apologies and sincerity!

Guests bring their own items to the police

If you don’t mind, we can check it for you to avoid the trouble of the same ringing in other places. If it is found that it is a non-theft tag that caused the alarm, try not to demagnetize the guest because it may be damaged. The guest’s belongings; if it is found that it is an anti-theft tag, the guest can take the initiative to demagnetize it after asking for the guest’s consent.

The guest leaves the store with unpaid goods

The unpaid goods are held in hand and can be seen at a glance, and they are usually required to return to the store to pay for processing; if the unpaid goods are of a hidden nature, this behavior has been suspected of theft, first invite guests to the lounge/ The office will give an explanation and take further action depending on the guest's attitude.

Guests shopping near

The staff on duty near the door should step forward and politely remind customers to place the selected goods in the yard that does not affect the EAS System Alarm, and then continue to select the goods; please understand the inconvenience caused by this to customers. If the goods in the customer's hand are large or two or more goods, the staff should hand over a shopping basket to the customer.

Alarm failure

When the guest passes through the EAS System again without alarming, or there is no one nearby, the alarm will ring intermittently and continuously, and the machine may crash. It may be that the machine is malfunctioning, and the supplier should be contacted for repair immediately. And apologize to customers.