ABST Professional Standards and Ethics 2 — Questions and Answers
Question 1: A regular customer who appears intoxicated asks you to serve them 'just one more.' What is the most ethical response?
- Serve them since they are a loyal customer
- Refuse service and offer water or food instead (Correct answer)
- Ask a coworker to serve them instead to avoid conflict
- Call the manager only if the customer becomes aggressive
Correct answer: Refuse service and offer water or food instead
Ethical service requires refusing alcohol to visibly intoxicated guests regardless of their relationship with the establishment.
Question 2: Which behavior best demonstrates professional integrity in alcohol service?
- Upselling premium spirits to every table
- Consistently applying service policies regardless of who the guest is (Correct answer)
- Serving management's friends more generously
- Avoiding confrontation by bending rules occasionally
Correct answer: Consistently applying service policies regardless of who the guest is
Professional integrity means applying the same standards to all guests without favoritism or exception.
Question 3: A coworker accepts a large cash tip and then serves an obviously drunk patron additional drinks. You should:
- Ignore it since it is not your shift
- Report the conduct to a supervisor or manager (Correct answer)
- Accept tips the same way to stay on good terms
- Warn the patron privately but take no other action
Correct answer: Report the conduct to a supervisor or manager
Accepting bribes to bypass responsible-service rules is unethical and potentially illegal, and must be reported.
Question 4: Under ABST ethical standards, which statement about confidentiality is correct?
- Guest information may be shared freely among staff for entertainment
- Incident reports about intoxicated guests should be kept confidential and handled professionally (Correct answer)
- You may post about rowdy guests on social media if names are changed
- Only managers are bound by confidentiality rules
Correct answer: Incident reports about intoxicated guests should be kept confidential and handled professionally
Professional standards require that sensitive information about guests and incidents be handled with discretion.
Question 5: Which scenario represents a conflict of interest for a beverage service professional?
- Recommending a wine you personally enjoy
- Accepting undisclosed kickbacks from a liquor distributor to push their brand (Correct answer)
- Suggesting food pairings with a wine selection
- Informing guests of daily specials
Correct answer: Accepting undisclosed kickbacks from a liquor distributor to push their brand
Undisclosed financial arrangements that influence recommendations compromise professional ethics.
Question 6: When a guest complains that you refused their order, the most professional response is to:
- Argue your case loudly to prove you were right
- Calmly explain the reason for refusal and offer alternatives (Correct answer)
- Blame your manager to deflect the guest's anger
- Simply walk away and let another staff member handle it
Correct answer: Calmly explain the reason for refusal and offer alternatives
Calm, transparent communication maintains professionalism and reduces escalation during refusals.
Question 7: A guest offers you a substantial tip to ignore that their underage companion is drinking. What is the correct action?
- Accept the tip and look the other way
- Refuse the tip and stop service to the minor immediately (Correct answer)
- Accept the tip but reduce future service to the minor
- Report the tip offer to a coworker for a second opinion before deciding
Correct answer: Refuse the tip and stop service to the minor immediately
Accepting inducements to serve minors is illegal and a serious ethical violation requiring immediate refusal.
ABST Professional Standards and Ethics 2
A regular customer who appears intoxicated asks you to serve them 'just one more.' What is the most ethical response?