Module 2: Implementing Challenge 25 in Retail Environments

• Introduction to Practical Implementation of Challenge 25
• Identifying Customers Who May Be Under 25
• Requesting Identification Professionally
• Handling Refusals and Conflict
• Documenting Refusals and Incidents
• Training and Support for Staff
• Creating Consistency with Best Practices

1. Implementing Challenge 25 in Retail Environments (Video)
   

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2. 2.1 Introduction to Practical Implementation of Challenge 25
   With the foundational understanding of Challenge 25 in place, the next step is to explore how to implement it effectively in a retail setting. This module covers the practical steps of assessing customers’ ages, requesting identification professionally, and maintaining a consistent approach to ensure compliance. These steps are essential for employees to confidently follow Challenge 25 guidelines, protect the business, and ensure public safety.
3. 2.2 Identifying Customers Who May Be Under 25
   The core of Challenge 25 is assessing whether a customer appears to be under the age of 25. This requires employees to make a judgement call based on physical appearance and general demeanour. To ensure compliance, employees are encouraged to err on the side of caution. Factors like facial features, attire, and mannerisms can sometimes help in this assessment, but age appearance can vary significantly. To avoid any risk, many employees choose to ask for ID if they have even slight doubt, making ...
4. 2.3 Requesting Identification Professionally
   When an employee determines that a customer looks under 25, it’s essential to ask for ID in a polite, clear, and professional manner. Asking for identification can sometimes catch customers off guard, and a straightforward, friendly approach can prevent misunderstandings or offence. Here are some sample ways to phrase the request:“Hi there! Since we follow Challenge 25, could I please see some ID for this purchase?”“Just a quick check—could I see some ID to confirm your age, please?”By norm...
5. 2.4 Handling Refusals and Conflict
   Occasionally, a customer may not have their ID on hand, or they may become frustrated when asked for it. If a customer refuses to present ID, it’s essential to stay calm and communicate the requirement clearly. A standard response could be:“I’m really sorry, but due to Challenge 25, I’m unable to complete this sale without seeing valid identification. Thank you for your understanding.”Remaining firm but polite is crucial. If a customer becomes agitated, the employee should focus on staying calm ...
6. Before moving on, take a quick recap test - Includes Quiz
7. 2.5 Documenting Refusals and Incidents
   Documenting refusals and other incidents where ID is requested but not provided is a key part of maintaining compliance with Challenge 25. Many retailers have a log or digital system where employees can record instances of refusal, including the date, time, and reason for the denial. This documentation is vital for tracking compliance and can protect both employees and the business in the event of an inquiry or dispute.Consistent record-keeping also allows managers to spot any recurring issues o...
8. 2.6 Training and Support for Staff
   Training is a cornerstone of effective Challenge 25 implementation. Retailers should deliver mandatory training during onboarding and reinforce it with periodic refresher sessions. These sessions should cover all aspects of the policy, including age assessment techniques, ID verification, and refusal logging procedures while providing opportunities for employees to discuss challenges or ask questions.Practical training, such as walkthroughs of real-world scenarios, helps employees feel confident...
9. 2.7 Creating Consistency with Best Practices
   Consistency in applying Challenge 25 helps to establish a predictable and responsible retail environment. Below are some best practices that support consistent policy enforcement:Clear Signage – Challenge 25 signage should be prominently displayed around the store, especially near checkout counters, to inform customers about the policy. This helps reduce surprises and misunderstandings at the point of sale.Encouraging Communication – Employees should be encouraged to ask for help from a supervis...
10. Activity - Putting Challenge 25 Into Practice (allow 10-15 minutes)
    Create a short script that an employee could use to ask a customer for ID under Challenge 25. Consider how you would respond to common objections, such as a customer saying they forgot their ID or asking why they need to show it. Aim to keep the tone polite and professional, reinforcing the policy.