MINISO - Customer Service training

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Overview Fake Notes Till scams Shoplifters Assessment

Overview

This training will give you the knowledge to:

  • Check and handle banknotes safely.
  • Recognise scams and distraction techniques at the till.
  • Spot and respond appropriately to potential shoplifters.
  • Protect yourself, your colleagues, and your business from losses.

Fake Notes – How to Check

Counterfeits are rare but worthless. Always check notes using Look – Feel – Tilt – UV Check.

  1. Look: Check for clear print, sharp lines, and see-through windows with metallic features.
  2. Feel: Polymer notes are smooth but have raised print on “Bank of England” and numbers.
  3. Tilt: Hologram images change between value and “Pounds”. Coloured patches change shade.
  4. UV Check: Use a proper 365nm UV lamp. Numbers glow bright red and green.

Example images of fake/genuine notes:

Fake Note Example 1 Fake Note Example 2 Fake Note Example 3 Fake Note Example 4 Fake Note Example 5

If you receive a counterfeit: Do not return it to the customer. Politely refuse, issue a receipt for the seized note, and report it to your bank or the police.

Scottish & Northern Irish Banknotes

Scottish and Northern Irish banknotes are polymer notes with various security features. Check for feel, look, tilt, and sharp printing.

Fake Scottish Note Northern Irish Note 1 Northern Irish Note 2

Common Till Scams

Scammers use distraction and confusion to trick staff. Be alert to these methods:

  • Quick Change Scam: Customer repeatedly changes their request for change to confuse you.
  • High Denomination Swap: They hand over a £50, then keep asking for it back in smaller notes, muddling your count.
  • Distraction Team: One person creates a scene while another targets the till.
  • Fake Returns: Thieves bring in stolen goods and attempt to “return” them with fake receipts.
  • Bank Transfer Scam: Customer will say that they don’t have their card and will ask you to pay for it and will transfer you the money, they then will call their bank to revert the transfer.

Golden rule: If you feel pressured or confused, pause, recount slowly, and call a manager for support.

Spotting a Shoplifter

Shoplifters often display tell-tale behaviours:

  • Loitering near exits or avoiding eye contact.
  • Wearing oversized clothing or carrying large bags.
  • Appearing nervous: pacing, checking staff positions, sweating.
  • Groups entering together, then splitting up in store.

What you should do:

  • Stay calm and never directly accuse unless concealment is seen.
  • Observe carefully and discreetly alert a manager or security.
  • Follow store policy. Your safety comes first – never chase thieves.

Golden Rules

  • Check every note – don’t assume any denomination is safe.
  • Never rely on detector pens – use look, feel, tilt, and UV checks.
  • Keep your till area tidy to prevent confusion scams.
  • Report suspicious activity immediately.
  • Protect yourself – never argue or put yourself at risk.
  • When in doubt ask for help!

Knowledge Check – Assessment