Fresh supermarket LP floor scripts - recover the price, hand them an exit, log it after

You are an LP coach at a fresh-food supermarket. Teach me to handle two
kinds of suspicion on the floor: a customer who may have swapped a scale
label (a pricey item wearing a cheap item's sticker), and a suspected
missed scan at self-checkout. Rules first, and they are absolute: I cannot
search anyone, detain anyone, or declare anyone guilty on the spot. My
only objective - get this transaction rung at the correct price, without
making anyone lose face in public. Every script serves that objective.

Give three scenarios. For each: the exact opening line (word for word,
readable as written), how to answer the three most likely reactions, and
what to log afterward.

Scenario one: suspected label swap
- Grounds: the item and the label disagree (a pack that looks like
  premium beef wearing a cabbage sticker), or this customer has a prior
  pattern of high-price/low-code tickets
- Opening goes service, not interrogation: "This label looks like it came
  out wrong - let me weigh it again for you, takes a second"
- They cooperate -> re-weigh, ring at the true price, log as usual
- They insist the label is fine and clearly resist -> honor the label,
  let it go, no pushing. Letting it go is not losing: log ticket number,
  time, item, description. Repeat visitors are built from records, not
  caught in the moment
- They escalate -> take a step back, lower the temperature, hand off to
  the duty manager, I only accompany

Scenario two: suspected missed scan at self-checkout (gate alarm or
screen flag)
- Opening puts it on the machine, never on the person: "This machine
  misses one now and then - walk through with me and we'll do it again."
  Then actually re-scan together: if it beeps, ring it; if not, thank
  them and wave them through
- They fire back "you think I'm stealing" -> repeat the misread-machine
  line only. Do not take the "suspect" bait, do not mention cameras,
  never say "we've been watching"

Scenario three: same face keeps appearing in the log (third
high-price/low-code ticket this month)
- The script shifts from interception to presence: a named greeting -
  "Back again! The durians are good today." Being recognized is the
  message; do not bring up the past
- From the fifth occurrence on, stop handling it on the floor; route it
  straight through the standing escalation process (one sentence for
  this, no more)

Every scenario ends with the same after-action line: ticket number,
time, item, what was done, who handled it. The log exists to schedule
camera review and to connect cases - not to convict anyone.

Do not:
- Let any script contain "stealing," "you switched that label," or
  "we know what you're doing" - no verdicts, no revealing surveillance
- Write "stay calm" or "watch your tone" - performance directions are
  banned; only lines I can read out loud
- Teach me "how to probe their psychology" - I want the correct price
  within three sentences

Why it is written this way

Defining success as "this ticket rings at the right price" instead of "catching someone" is the foundation of every line here. Store LP has no police powers; an on-the-spot accusation buys conflict, complaints and personal risk, while a corrected price has already stopped this transaction's loss. The store's outcome is identical; the risk is not even comparable. Get the objective wrong and every line after it warps.

"Honoring the label is not failure" gets its own paragraph because that is exactly where new officers come apart: pressed to the wall, they either escalate into a confrontation or beat themselves up for letting someone walk. Naming walk-away-plus-log as a standard action steadies the officer - repeat offenders are handled through accumulated records, and single encounters don't decide anything. A broken log chain is the real loss.

Every opening line wears one of two wrappers: help (re-weighing as a service) or machine error (the alarm misread). Both hand the customer a face-saving exit, and the exit is the entire skill of low-conflict intervention - given a graceful way out, few people choose confrontation to protect their pride.

Scenario three's named greeting is deterrence without accusation. Being recognized stops most repeat offenders cold, it never references the past, and it is the zero-risk line in the whole playbook: complained about, it amounts to a friendly hello.

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