How to be a supermarket loss prevention assistant?

Loss prevention officers refer to the internal security of supermarkets or supermarkets. Internet celebrity Da Lizi is a loss prevention officer. His main responsibilities are:

1. Ensure safety and eliminate all safety hazards. !

2. Control losses! Prevent thieves and control theft of fresh produce, food, non-food and other items.

Seven steps for loss prevention officers

Losses can be divided into work errors, theft, accidental losses, improper handling of fresh food and other losses. All these losses cannot be discovered through technology alone. It is very important to realize that only by combining the use of technology with the correct guidance and training of employees can we discover some hidden losses and continuously reduce them.

This method is the most economical and avoids the "cops and robbers" mind game. The “cops and thieves” mind game only identifies problem employees, and frequent hiring and firing ensues. If supermarket managers can use technology to both identify employees who are either stealing or entering databases by mistake, and if they can train and coach other employees to achieve better performance, they will bring significant cost savings to supermarkets.

Therefore, in the supermarket's loss prevention process, we must not only focus on introducing advanced technology and use technology to deter employees; we must also emphasize the supermarket's loss prevention guidance culture and use the power of culture to make employees Make loss prevention work conscious, voluntary, and part of your daily routine. The following seven steps focus on these two aspects to solve the loss prevention problem in supermarkets:

1. Start with small things and do preventive work beforehand.

For retail operations management, we usually focus on tasks such as cleaning, sanitation, display, or high-quality customer service, and these are visible tasks, but when we put our thoughts When turning to those invisible tasks, such as loss prevention, we might as well ask ourselves, do we have a formal, daily loss prevention process? Have we set goals to reduce waste? By training all employees and involving them in the loss control process, each employee's enthusiasm can be mobilized and the supermarket's profits can be increased. Some simple ways to accomplish this goal are:

⑴Convene several fixed loss team meetings every year with all parties involved.

⑵ Post signs in the store to remind employees and customers that the company is determined to prevent wasting behavior.

⑶ Conduct weekly audits of the loss prevention plan to make employees understand the importance of observing discipline.

⑷Convene management meetings every week to discuss loss prevention work, and announce the results of loss prevention last week so that they can clearly see the results achieved every week.

⑸Determine the time for the annual loss prevention meeting, and treat loss prevention as a major event. It should not only let everyone see the results achieved last year, boost everyone's morale, but also set the Loss prevention goals for the coming year.

⑹ Establish a reward plan for employees to achieve their goals and encourage employees to actively participate.

2. Introduce advanced technology to make loss prevention work faster and more accurate.

In terms of loss prevention, many powerful technologies have emerged that can solve loss prevention problems more quickly, accurately and effectively, and can be used to control loss in supermarkets. We cannot turn a blind eye to these advanced technologies just because we invest! We must know that a small investment can produce a large return on investment and obtain more information. This has been proven by the application of some technologies, such as automatic DSD (Data-Scanner Distributor) technology, automatic cashier performance evaluation system, etc. But technology is only powerful when we use it correctly. When advanced technology provides supermarkets with valuable information, there needs to be a group of well-trained and motivated employees who are responsible for using this information to improve our current work. Here are some ways to use technology to solve loss prevention problems:

⑴Tell employees how to reduce losses with and without technology.

⑵ Regularly review the use of technology.

⑶ Set goals and track the progress of goals.

⑷Train and train employees so that they can use technology as much as possible.

⑸ Frequently measure the return on investment of loss prevention so that we can accurately obtain the true value of loss prevention investment.

3. Ensure the seriousness of existing loss prevention control procedures.

Strictly enforcing an organization's rules and regulations has been proven to increase consistency, consistency, and understanding within an organization, and it boils down to commitment and discipline. Often supermarkets that take the time to write out a loss prevention control program do a better job at preventing losses than those that don't. For supermarket employees, a functioning written control procedure will significantly improve their job performance. For supermarket managers, it also proves that you respect the seriousness of the rules and regulations, and of course it is very important to translate them into appropriate actions.

4. Don’t reduce service to customers because of loss prevention.

There is no doubt that good employees are our greatest natural resource, especially those front-line employees, who have direct contact with customers and represent the company's customer service level. Making employees the focus of your loss prevention program will provide a great ROI. While employee-induced attrition can be a major problem, properly trained and motivated employees are also the best key to solving the attrition problem. Therefore, we must value every employee and make every honest employee a member of the loss prevention plan. Note that we must not ignore our customers because of loss prevention, because customers are the foundation of the supermarket. Without customers, we have nothing. The following are some measures to emphasize customer service in loss prevention:

⑴Train employees to greet every customer with a warm, friendly smile and greeting.

⑵ Require employees to look directly into the eyes of every customer when providing services.

⑶Under any circumstances, provide the most timely help to each customer.

⑷Keep employees available on call throughout the day.

5. Maintain a high degree of sensitivity at all times.

To achieve good loss prevention results, we must remain highly sensitive at all times, otherwise we can only achieve mediocre results. Therefore, we must always remain sensitive to financial indicators, and through data analysis we will derive some new information and results. The following are some measures related to data indicators:

⑴ Study inventory data regularly.

⑵ Establish procedures to monitor abnormal performance of specific cashiers.

⑶ Regularly analyze gross profit margin.

⑷ Regularly study the average loss level.

6. Let employees do what you want them to do.

A very important process in loss prevention is to allow different personnel at different levels in the supermarket to use the audit form to audit the work process of the store on a weekly, monthly, and quarterly basis, although it is a bit too rigid. But it does create discipline and improve productivity. Usually people do what you check, not what you want them to do. For example, people often break the rules at intersections without cameras because no one is watching; but rarely break rules at intersections with cameras because someone is watching them. So we have to check or audit the performance of our loss prevention program. There are mainly three aspects:

⑴ Ensure that every employee receives the appropriate training.

⑵ Ensure that all training documents are distributed to everyone.

⑶ Ensure that the company's loss prevention plan is consistently implemented.

7. Don’t start at the beginning but end at the end.

In the process of loss prevention, it is likely that the output will be disproportionate to the input, so we must first accept the fact that we are not satisfied with the effectiveness of our current loss prevention and control efforts. Note that loss prevention management is not a problem of one department, one person, or one position. Instead, it needs to become an intrinsic feature of the organization, reflected in the daily operations and management of the supermarket. Because of this, it is the responsibility of everyone throughout the organization. So don’t dwell on something when it doesn’t work. Loss prevention is a continuous improvement process. The effect will be obvious at the beginning, and supermarkets will support it with great fanfare. Later, the effect of loss prevention will become less obvious. At this time, many supermarkets will not take loss prevention seriously. At this point, the loss prevention program is more often just a decoration. Remember that loss prevention is endless and must not end in an anticlimactic manner.

As the saying goes: The devil is as high as one foot, and the Tao is as high as one foot. No matter how we prevent it, the "demon" of loss will always exist, but the size of each supermarket is different. We must look at loss prevention from a long-term perspective and must establish a long-term mindset.

As the saying goes, "Making money is not easy, you can only control losses; making money cannot be controlled, but losses can be controlled." The most successful supermarkets are those that both acknowledge their shrinkage and take effective steps to address it. When it is difficult to increase the marginal revenue of supermarkets, taking correct measures to prevent losses can help you achieve quick returns.

Several forms of cashier theft

1. Equal-amount transaction

This means that the money paid by the customer at checkout is equal to the price of the product.

For example: the transaction of a cup of Coke or a pack of cigarettes or other commodities.

Mainly occurs in express checkout or cash-only lanes. Usually customers are in a hurry and will not wait for shopping receipts.

This type of transaction amount is the most likely to be stolen, because small receipts are one of the most profitable records. Money may be put into the cash register as a long payment, or it may be taken away immediately by the cashier.

The cashier can use this method in any aisle or when checking out any number of items, it is simple, as long as the last item is not entered. The cashier can then tell the customer that they forgot to enter the last item and then manually add it to the customer's shopping receipt. In this way, although the customer knows the amount of the product added manually, the cashier gets the same amount of long items.

With this theft, the cashier also goes through an accounting process and steals the money when it is convenient and safe.

The best way to deal with this and other types of long-term theft is to suddenly and irregularly check the cash register.

2. Zero or no transaction input

This means that the cash register can be run without entering the amount into the cash register without creating a recorded transaction. This kind of theft can be accomplished in two ways:

(1) Hit the "no transaction key" on the cash register;

(2) Only use the department key instead of the amount key .

Of course, the implementation of these two paths must be based on allowing the department key or zero key to be used to drive the cash register, allowing numbers to be entered without a transaction amount.

Besides, this is used when the cashier thinks they should make some noise to draw attention to themselves. For example: when managers are patrolling around or other customers pay special attention to collecting payments. In this way, the customer's money is put into the cash register as a long payment and then taken away. Of course, shopping receipts are usually not given to customers but thrown away by the cashier. Express checkout lanes and cash transaction lanes are the most susceptible to this type of theft.

3. Equal-amount refund

It means that when the product is returned, a return voucher is issued to the customer, but the product is resold with the return voucher at the original price.

The premise that there is no possibility of theft is that the goods must be entered and then refunded to balance the cash account. Of course, instead of entering the merchandise, a cash refund was used instead of a legitimate transaction. In this way, the cashier made a long payment, which resulted in theft.

It is worth noting that unless caught, it is impossible to prevent it. The only way is to replace the suspected cashier with an honest cashier, or to use a refund confirmation system to confirm the return through a return card given to the customer. At the same time, the shopping receipt must be recovered, and this is the only way to determine that the goods are sold by this supermarket. [Edit this paragraph] Responsibilities of Loss Prevention Positions 1. Front desk and employee access posts:

1. Check the items carried by employees after get off work to see if they have any merchandise, etc.).

2. Responsible for the registration of visitors, politely answer the visitors’ inquiries, and notify the visitors by phone or other means. At the same time, maintain the working order of the office area and supervise the cleanliness and hygiene.

3. Employees who are not wearing work clothes or badges are prohibited from entering the mall from the passage.

4. Employees are prohibited from clocking in and out of get off work. Once found, employees will immediately record their work badge number and report it to the Human Resources Department.

5. Employees on duty are prohibited from leaving the mall without any reason. Those who leave due to work need to register their absence.

6. Carefully inspect the goods taken out of the mall from this channel, ask for the reasons and register them, verify whether the documents are consistent with the actual objects, and strictly implement the (item entry and exit process).

7. Employees are prohibited from bringing bags (packaging) and work-related items into the mall from the aisles.

8. Customers, delivery personnel and other unrelated persons are prohibited from entering or leaving the aisle.

9. Personnel who need to be on duty in the night office area for work must be verified and registered. Unregistered personnel are not allowed to enter.

10. After the night shift is cleared, it is necessary to check whether the doors, windows and lights of the office area are closed.

11. Seriously receive customer complaints and provide feedback to customers on the results in a timely manner.

2. Control room post

1. Under the leadership of the manager and on-duty assistant, the safety, confidentiality and correct operation of the control room are carried out.

2. Be proficient in various monitoring systems, instruments, equipment and working principles.

3. Be familiar with the layout and orientation of the monitoring area, promptly report suspicious situations to the foreman or assistant on duty, and make tracking videos and detailed records.

4. Don’t let go of any doubts easily, and record any abnormal situations immediately. At the same time, use the intercom to notify the foreman and assistant.

5. Seriously implement the confidentiality regulations of the control room, and non-staff members are strictly prohibited from entering the control room.

6. Take good care of the monitoring equipment, take the initiative to report any faults and contact the relevant departments to eliminate them, and do not operate them with faults. At the same time, we also conscientiously do a good job in communication and guarantee work.

7. Keep detailed shift handover records for problems that occur during the shift.

3. Customer Entrance

1. Customers are reminded to deposit their bags. Smoking, bare-backed persons, persons with pets and persons with improper clothing are prohibited from entering the store.

2. Pay more attention to the elderly and children to prevent them from falling when going up and down the escalator. Responsible for the placement and supply of shopping carts and baskets to ensure the needs of customers at all times.

3. Guide customers to the service desk to handle relevant matters.

4. If you have similar products, please keep them in the bag.

5. Use good service words: "Welcome to a supermarket, please, thank you", etc.

6. Actively cooperate with, inspect, supervise, and service center return procedures.

7. Observe those who enter the store and promptly notify the foreman (assistant) or above of any suspicious persons.

8. Prevent customers from entering or exiting in the opposite direction.

9. The local government and relevant fire protection and industrial and commercial departments will promptly notify the foreman and assistant when they arrive.

10. Strictly check the home appliance delivery products (and unbox them to check whether the product, model, price, and computer receipt and delivery order are consistent, and they can be released only after the verification is correct. At the same time, check the computer receipt Please indicate on the ticket: the goods have been shipped, the time and name; and register the items when they are shipped out, and strictly implement the shipping procedures)

11. Be prepared for emergencies.

4. Cashier positions

1. Supervise whether employees are shopping at the cashier.

2. Supervise and prevent customers and employees from taking unpaid merchandise out of the checkout counter, and report serious cases to the foreman or assistant for handling.

3. Supervise whether cashiers miss or fail to pay orders, and whether they collude with customers, employees, relatives and friends.

4. Supervise customers and employees to see whether they have changed packages, changed prices, or used counterfeit currency when paying.

5. Check and verify whether customers pay for the goods ordered for sale at each counter in the supermarket. Can be released only after the seal is verified to be correct. (Indicate "goods has been delivered" on the computer receipt, and sign your name and date.)

6. When group shopping is delivered, assign a dedicated person to check whether the computer receipt and the delivery order are consistent. , can be released only after the verification is correct. At the same time (indicate on the computer receipt and delivery note that the goods have been shipped or have not been shipped, the time and name).

7. Supervise the normal operation and maintenance of various facilities at the cash register.

8. Loss prevention personnel without shopping aisles should supervise and cooperate with all aspects of work such as returns and exchanges of goods in the service center.

9. Provide explanations to customers at the convenient entrance passage, prohibit customers from leaving here (limited to authorized personnel), and supervise the timely delivery of shopping carts and baskets to the second floor in the checkout area.

10. Supervise cashiers not to leave the machine without any reason, and also supervise the hygiene of shopping carts (baskets) at the checkout counter.

11. If an emergency occurs in the mall, quickly go to the designated location and be on standby.

5. EAS main exit

1. Control the flow of people in the area, prevent blockage and chaos, and maintain smooth flow.

2. Check whether the goods carried by the customer match the date, quantity, product name, and price on the shopping receipt.

3. When an alarm occurs, the principle is: "Check the object first, then the person." And provide explanations to confirm that when the goods are carried out, hand them over to the loss prevention office and hand them over to the local police. Foreman on duty.

Alarm handling method:

First of all, you should politely stop the customer: "Hello, Mr. (Miss): Wait a moment, an alarm occurred when you passed the alarm. There may be some goods at the checkout. "The clerk forgot to demagnetize it for you. Let me check it for you, okay?" Check the items first. If an alarm occurs, notify the cashier foreman to handle it accordingly. If the item does not alarm, you should politely ask the customer to pass the alarm test and observe their expression. If it is confirmed that there are products from the mall on their body or in their handbags that they have not paid for, please bring them to the office for processing. (In principle: check things first, people later)

4. Responsible for

the management of surrounding health and safety, always be vigilant, and be prepared to deal with emergencies.

5. It is prohibited to enter from the opposite direction to prevent confusion.

6. Do a good job in verifying the billing and sales at supermarket counters.

6. Post in the receiving area

1. Responsible for the registration and sorting of supplier vehicles , parking and other work.

2. Actively cooperate with the receiving team to count the items entering the mall, and accept the goods according to the company's procedures, but cannot enter the authorized area.

3. Employees, customers and suppliers are prohibited from entering or leaving the receiving department (except for the receiving group and fresh food suppliers) but cannot leave this area.

4. Suppliers and employees are prohibited from smoking, eating, drinking, etc. in the receiving area.

5. Returned, exchanged, and damaged goods must be signed by the department supervisor and relevant personnel, and the return, exchange, and damage reporting procedures must be strictly implemented.

Procedure for return (exchange) of goods:

Verify whether the documents are consistent with the physical objects (including date, quantity, variety, price, etc.) whether the approving supervisor is consistent with the amount authority, and whether the relevant personnel have signed .

Loss reporting procedure:

Check whether the item has been reported as damaged (expired, deteriorated, unsaleable, etc.). If it has been reported as damaged, check whether the physical object matches the document. After checking that everything is correct, sign your name and date. If any problems are discovered, notify the foreman, assistant or above in a timely manner.

6. When large-ticket goods purchased by customers are sent out at the delivery office, the computer ticket and delivery order must be carefully checked, and the loss prevention officer must verify the registration. Only after the registration is correct can it be released, and shipments must be strictly implemented. program.

7. The elevator guard must guard the elevator workers, unload goods, enter and exit the receiving department according to the designated route, strictly implement the procedures for entering and exiting goods, and at the same time maintain the normal order of the elevator.

8. Supervise and inspect employees and cleaners to place garbage in the garbage room, and random placement is not allowed. At the same time, be careful about the garbage room and do not allow anyone to rummage through domestic garbage.

9. Manage the hygiene of the receiving area and do a good job of supervision.

10. Strictly implement various procedures and systems, such as night receiving procedures.

7. Night shift

1. Dozing off or sleeping during the shift is strictly prohibited.

2. Assist the nightclub duty manager and night shift staff in patrolling and cleaning up the mall after the business closes.

3. When clearing the site, check whether all doors, windows, lights, power supplies, gas, switches, machines, equipment, etc. are turned off, and whether there are any other fire safety hazards.

4. After the clearance is completed, the monitoring personnel on duty will be responsible for turning on the infrared alarm system of the mall and deploying (control) the mall.

5. The person on duty (foreman) must inspect the mall every half an hour and deal with any abnormal situations in a timely manner.

6. If the infrared alarm center alarms during duty, the foreman will inspect and handle the alarm area.

Introduction to the relevant forms used by the Loss Prevention Department:

1. Inquiry transcripts

2. Witness records

3. Investigation records

4. Inquiry records

5. Inspection records of the on-duty supervisor of the loss prevention department

6. Inspection records of the on-duty supervisor of the loss prevention department

7 , Loss Prevention Department external security inspection record

8. Loss Prevention Department night shift inspection work record

9. Loss Prevention Department audit team work record

10 , Loss Prevention Department Equipment Operation Work Records

11. Loss Prevention Department Fire Monitoring and Inspection Records

12. Loss Prevention Department Internal Security Inspection Work Records

13. (Loss Prevention Department) Loss Prevention Inspection Work Records

14. Records of Reporting Cases

15. Public Security Case Registration Form

16. Vendor registration form

Seventeen. Application form for bringing in/out items

Eighteen. Detailed list of items brought in/out by manufacturers

Nineteen. Reporting damage Approval Form

20. Shift Supervisor Schedule