ABST Refusal of Service Techniques 2

Question 1

A customer who has been refused service threatens to never return to the establishment. The server should:

Accepted Answer

Acknowledge their frustration and thank them for past patronage without reversing the refusal

Answer

Apologize and offer one more drink to retain their business

Answer

Tell them other establishments will also refuse them

Answer

Argue that the customer is clearly and obviously intoxicated

Question 2

Under what circumstance should a server call law enforcement after refusing service?

Accepted Answer

When the customer becomes physically threatening or aggressive toward staff or patrons

Answer

Immediately after any routine refusal of service

Answer

Only when specifically required by state law to do so

Answer

Whenever a customer is visibly intoxicated on the premises

Question 3

A group of customers is observed passing drinks to a member who has been refused service. The server should:

Accepted Answer

Inform the group that sharing drinks with the refused customer violates establishment policy

Answer

Ignore the situation as long as the refused person is not ordering directly

Answer

Immediately remove all alcohol from the table

Answer

Ask only the refused customer to leave while the group stays

Question 4

Which response BEST handles a customer who insists they are not intoxicated after being refused?

Accepted Answer

'I understand you feel that way, but I'm still unable to serve you more alcohol tonight.'

Answer

'Let me find another staff member who will agree you're too intoxicated.'

Answer

'Our policy requires me to refuse you at this point.'

Answer

'You smell like alcohol so I cannot serve you any further.'

Question 5

A customer insists they are the group's designated driver and requests just one more drink. The server should:

Accepted Answer

Maintain the refusal regardless of their explanation

Answer

Allow one final drink since they claim driving responsibility

Answer

Trust their claim but document it as a precaution in case of accident

Answer

Ask other customers at the table to verify the designated driver claim

Question 6

If a refused customer's sober friend offers to pay for drinks that will be given to the intoxicated customer, the server should:

Accepted Answer

Refuse to provide alcohol to the intoxicated person regardless of who is paying

Answer

Accept payment from the friend since the refused customer is not ordering directly

Answer

Check with management before making a final decision on the situation

Answer

Allow the friend to order and trust them not to share the drinks

Question 7

Which situation represents a 'red flag' that requires proactive intervention BEFORE any alcohol is served?

Accepted Answer

A customer who arrives at the bar already visibly impaired or intoxicated

Answer

A customer who orders a complex multi-ingredient cocktail

Answer

A customer who asks multiple questions about your drink specials

Answer

A customer who is loudly celebrating a birthday with friends