Will NOT Give Them Credit For Trying

, , , , | Right | October 21, 2018

(Being both senior staff and full time, I’m on the front of house to watch one of the new guys on tills.)

Customer #1: “I’m looking for a [Brand] toolkit.”

(These kits are £500-£700 apiece, many tend to want one in particular before buying one.)

Me: “Sure, I’ll show you where they are in the catalogue.”

(I go through them and they insist on having two that are in the shop as opposed to ones that we can order in. Previous experience prompts red flags to fly, so I open a till as soon as they get the SKU they want, but another customer asserts that they cut in line so I wind up serving them. My new colleague winds up serving the men I wanted to catch, so I watch.)

New Colleague: “Would you like to register?”

Customer #1: “No.”

Me: “Are you sure? It’ll help you back up those tools for a year.”

Customer #1: “It’s fine. They’re going abroad, anyway.”

(That is a huge red flag for me, because I know that fraudulently obtained goods are often sent abroad, so I watch and sure enough, he’s entering a card number manually while his friend distracts my new colleague.)

Me: *to my customer* “Excuse me a moment, sir.” *to the two men* “I’m sorry, but we must take the PIN number due to the value of your purchase.”

Customer #1: “This card doesn’t have a chip!”

Me: “In that case, you need to use it to purchase online or over the phone. They can do more credit checks than we can. I’m afraid this was a memo handed by head office about six months ago, so my colleague wouldn’t have known about it, but I can’t negotiate on this.”

(The men then walk out.)

Me: *to new colleague* “Cancel the order and serve the next customer, I’ll explain this later.” *to my customer* “I’m sorry; my colleague is new.”

Customer #2: “That’s fine.”

(I quickly serve him and then turn to my new colleague.)

Me: “Just a friendly tip, if someone is entering a number manually into the machine, refuse it and ask for me or a manager if you’re not comfortable, that’s often a sign of attempting fraud and that order was worth £1400.”

New Colleague: “So what do I do now?”

Me: “You stay here; I have to talk to a manager.”

(I found one of our supervisors who took me up with the SKU they attempted to buy. He informed our branch manager and every store in the area!)

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