ABST Refusal of Service Techniques

Question 1

When refusing service to an intoxicated customer, what is the MOST important first step a server should take?

Accepted Answer

Remain calm and speak in a non-confrontational tone

Answer

Call the police immediately

Answer

Ask other customers to help remove the person

Answer

Ignore the customer and serve someone else

Question 2

Which phrase is MOST appropriate when refusing service to an intoxicated patron?

Accepted Answer

'I'm sorry, but I'm not able to serve you any more alcohol tonight.'

Answer

'You've had too much to drink and you need to leave.'

Answer

'Get out before I call the police.'

Answer

'I think you're drunk and causing problems.'

Question 3

After refusing service to a customer, what should a server do next to handle the situation professionally?

Accepted Answer

Offer a non-alcoholic alternative or food

Answer

Continue to avoid the customer for the rest of the shift

Answer

Demand the customer pay their tab immediately

Answer

Tell other staff members loudly about the refusal

Question 4

Which of the following is an example of a proactive 'soft refusal' technique?

Accepted Answer

Offering to bring food first and slow down drink service

Answer

Physically blocking the customer from the bar area

Answer

Switching the customer to water without any explanation

Answer

Announcing loudly to management about the intoxicated customer

Question 5

When a customer becomes argumentative after being refused service, the server should:

Accepted Answer

Calmly repeat the refusal without providing lengthy explanations

Answer

Match the customer's energy to establish authority

Answer

Offer the customer one more drink to calm them down

Answer

Walk away from the situation entirely without a word

Question 6

Who should a server notify IMMEDIATELY after refusing service to an intoxicated customer?

Accepted Answer

A manager or supervisor on duty

Answer

Only the customer's friends or companions at the table

Answer

No one — the matter is strictly between server and customer

Answer

The local police department

Question 7

What is the PRIMARY purpose of documenting a refusal of service incident in writing?

Accepted Answer

To create a legal record that protects the establishment from dram shop liability

Answer

To embarrass the customer if they attempt to return

Answer

To formally report the customer to law enforcement authorities

Answer

To track which servers refuse service most frequently