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

DESC is an effective communication model for service refusal: Describe what you observe, Express your concern, Suggest alternatives (food, water, taxi), and state the Consequences if the behaviour continues.

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

The most common mistake is delaying intervention. Servers often hope the situation will improve on its own, but delay allows the customer to become more intoxicated and the situation more difficult to manage.

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

Group pressure does not change the legal obligation. The server should maintain the refusal firmly, explain the law applies regardless of peer support, and seek management backup if the group becomes aggressive.

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

Servers are not only legally protected but legally required to refuse service to intoxicated persons. The AGLC Act provides the legal framework that backs up a server's decision to refuse service.

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

When facing verbal abuse, the server should remain calm, avoid arguing or escalating the situation, step away if it becomes threatening, and involve management or security to handle the situation.

ProServe Practice Test

ProServe Practice Test

ProServe Refusing and Discontinuing Service 2