If you suspect a customer is attempting to steal, what is the proper course of action?

• A. Confront the customer.
• B. Notify management or security.
• C. Follow the customer.
• D. Call the police directly.

Answer: (B)

Handling suspected shoplifting requires prioritizing safety and following store policy by using the proper channels. Confronting a customer can provoke aggression, lead to false accusations, and put you and others at risk. Following or tailing someone is intrusive and potentially dangerous, and can even be illegal in some situations. Calling the police directly is not typically the first step unless there is an immediate, dangerous threat.

The best course is to discreetly notify management or security, who are trained to assess the situation, use loss-prevention procedures, review camera footage, and determine the appropriate next actions. While you wait, stay calm and continue normal customer service without accusing the person or physical contact. Observe discreetly, note non-sensitive details (what items, location, time) to share with security, and maintain a safe distance. If a dangerous situation arises, contact emergency services immediately.