Communication & Client Relations Flashcards
7 cards from real RSA practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Client Relations flashcards as text
A customer becomes verbally aggressive when you refuse to serve them another drink. What is the BEST first response?
Answer: Stay calm, speak quietly, and use non-confrontational language
Remaining calm and speaking quietly reduces escalation and keeps the interaction professional.
Which phrase is MOST appropriate when cutting off a guest who appears intoxicated?
Answer: 'I'm concerned for your comfort and I won't be able to serve you any more alcohol tonight.'
Expressing genuine concern rather than judgment helps preserve the guest's dignity while still enforcing the limit.
A large party orders a round of shots and one member appears already intoxicated. How should you communicate the situation to the group?
Answer: Speak discreetly to the group's apparent organizer and explain you cannot serve their guest further
Addressing the situation discreetly with a responsible party member avoids public embarrassment while managing the risk.
When a guest disputes your refusal to serve them, what documentation practice supports your communication?
Answer: Recording the incident with observable signs in a log after the interaction
An incident log noting observable signs of intoxication, time, and action taken protects both the server and the establishment.
A guest tells you they are a nurse and alcohol affects them differently so you should keep serving. How should you respond?
Answer: Politely explain that observable signs of intoxication are the standard you must follow regardless of profession
RSA standards are based on observable behavior, not self-reported tolerance claims.
Which non-verbal communication cue should a responsible server watch for in a patron?
Answer: Stumbling, swaying, or difficulty maintaining balance
Loss of motor coordination such as stumbling or swaying is a key observable sign of intoxication.
A guest is polite but you notice slurred speech and glassy eyes. What is the correct communication approach?
Answer: Acknowledge the guest's demeanor, privately and respectfully inform them you cannot serve more alcohol, and offer alternatives
Polite behavior does not override observable intoxication signs; a private, respectful conversation is the professional approach.