ProServe Refusing and Discontinuing Service 3 — Questions and Answers
Question 1: What is 'gradual service reduction' as a responsible service technique?
- Gradually reducing the size of the menu
- Progressively slowing the pace of drink service, suggesting food and non-alcoholic drinks before reaching the point of complete refusal (Correct answer)
- Reducing staff hours gradually
- Slowly closing the establishment
Correct answer: Progressively slowing the pace of drink service, suggesting food and non-alcoholic drinks before reaching the point of complete refusal
Gradual service reduction involves progressively slowing drink delivery, suggesting food and water, offering non-alcoholic alternatives, and giving the body time to metabolize alcohol before a complete cut-off becomes necessary.
Question 2: Why is it important to avoid using the word 'drunk' when refusing service?
- The word is not in the dictionary
- Using 'drunk' can be perceived as an insult and escalate the situation; neutral language like 'I have served you enough tonight' is more effective (Correct answer)
- Customers do not understand the word
- It is legally prohibited to say 'drunk'
Correct answer: Using 'drunk' can be perceived as an insult and escalate the situation; neutral language like 'I have served you enough tonight' is more effective
Calling someone 'drunk' is often taken as an insult and can escalate the situation. Using neutral, non-judgmental language focuses on the server's obligation rather than the customer's perceived state.
Question 3: What documentation should be created after refusing service to a customer?
- No documentation is needed
- An incident report noting the time, signs observed, actions taken, witnesses, and outcome (Correct answer)
- Only a social media post
- A letter to the customer
Correct answer: An incident report noting the time, signs observed, actions taken, witnesses, and outcome
An incident report should document the time of the refusal, signs of intoxication observed, actions taken, names of witnesses, the customer's response, and the final outcome including how they departed.
Question 4: What is the licensee's obligation regarding an intoxicated person's safe departure?
- No obligation once they leave the premises
- The licensee has a duty of care to help ensure the intoxicated person departs safely, including offering to call a taxi or other transportation (Correct answer)
- Only an obligation during business hours
- The obligation ends when service is refused
Correct answer: The licensee has a duty of care to help ensure the intoxicated person departs safely, including offering to call a taxi or other transportation
The duty of care extends to helping ensure safe departure. This includes offering to call a taxi, suggesting a ride-share service, contacting a designated driver, or in extreme cases, contacting police if the person insists on driving.
Question 5: What should a server do if they suspect a customer is about to drive while intoxicated?
- It is not the server's concern
- Offer alternative transportation, offer to hold car keys voluntarily, and if the person insists on driving, contact the police (Correct answer)
- Block the parking lot exit
- Take the customer's keys by force
Correct answer: Offer alternative transportation, offer to hold car keys voluntarily, and if the person insists on driving, contact the police
The server should offer alternatives, try to persuade the customer not to drive, offer to hold keys voluntarily, and if all else fails, contact the police. This demonstrates due diligence and may prevent harm.
Question 6: How should a server handle a situation where a regular customer needs to be cut off?
- Never cut off regular customers
- Apply the same standards as for any customer — being a regular does not exempt someone from responsible service obligations (Correct answer)
- Give regulars extra drinks before cutting them off
- Let the manager handle all regulars
Correct answer: Apply the same standards as for any customer — being a regular does not exempt someone from responsible service obligations
Regular customers must be held to the same responsible service standards as anyone else. While the personal relationship may make it more difficult, the legal obligation remains the same.
ProServe Refusing and Discontinuing Service 3
What is 'gradual service reduction' as a responsible service technique?