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 coworker is about to serve a visibly intoxicated customer. What is the BEST way to communicate your concern?
Answer: Pull your coworker aside quietly and share your observation before the drink is served
A quiet, timely word to your coworker prevents the over-service before it happens and maintains team communication.
When offering food or non-alcoholic beverages as an alternative to a customer you are cutting off, your tone should be:
Answer: Warm, matter-of-fact, and helpful
A warm, matter-of-fact tone keeps the interaction constructive and reduces the chance of confrontation.
A customer's companion is pressuring you to serve their visibly intoxicated friend 'just one more.' How do you respond?
Answer: Calmly stand by your decision, explain your legal obligation, and suggest safer alternatives like food and water
Third-party pressure does not change your legal responsibility; politely restating your obligation is the correct response.
Which approach BEST demonstrates active listening when a guest expresses frustration about being cut off?
Answer: Nod, maintain eye contact, and let them finish before calmly responding
Active listening — eye contact, acknowledgment, and patience — helps guests feel heard before you restate your position.
What is the purpose of using the guest's name during a refusal conversation?
Answer: To personalize the interaction and reduce hostility
Using a guest's name personalizes the conversation and can lower defensiveness during a difficult interaction.
A guest insists they are sober and demands you explain exactly what signs you observed. You should:
Answer: List your specific observations calmly — such as slurred speech or unsteady gait — without accusation
Citing specific observable signs calmly grounds your decision in fact and demonstrates professionalism.
When escorting an intoxicated guest to a safe location or exit, effective communication includes:
Answer: Using a firm, clear voice and guiding them with a light touch if they consent
Clear verbal guidance with respectful physical support (if consented) ensures the guest's safe exit while maintaining dignity.