ProServe Refusing and Discontinuing Service 2

Question 1

What is the 'DESC' method used for in refusing service?

Accepted Answer

A communication framework: Describe the behaviour, Express concern, Suggest alternatives, and state Consequences

Answer

A type of drink recipe

Answer

A method for counting drinks

Answer

A type of identification check

Question 2

What is the most common mistake servers make when refusing service?

Accepted Answer

Waiting too long to intervene, hoping the situation will resolve itself

Answer

Being too firm

Answer

Cutting off too early

Answer

Asking the customer's permission

Question 3

How should a server handle a situation where a group pressures them to continue serving an intoxicated member?

Accepted Answer

Maintain the refusal firmly, explain the legal obligation, and enlist management support if needed

Answer

Give in to the group pressure

Answer

Serve the person secretly

Answer

Ask the group to vote on it

Question 4

What legal protection does a server have when properly refusing service?

Accepted Answer

The law supports and requires servers to refuse service to intoxicated persons, providing legal backing for the refusal

Answer

No legal protection

Answer

Protection only applies to managers

Answer

Legal protection requires a lawyer present

Question 5

What should a server do if a refused customer becomes verbally abusive?

Accepted Answer

Remain calm, do not engage in arguments, remove yourself from the situation if needed, and involve management or security

Answer

Argue back to maintain authority

Answer

Apologize and resume serving them

Answer

Threaten to call the police immediately

Question 6

Is it legal to physically remove an intoxicated patron from licensed premises?

Accepted Answer

Only reasonable force may be used if necessary, and it is preferable to have security or police handle physical removal

Answer

Yes, servers can use any force necessary

Answer

No, physical contact of any kind is illegal

Answer

Only the licensee can physically remove someone