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 regular customer becomes angry when cut off and threatens to never return. The server should:
Answer: Acknowledge their frustration empathetically but maintain the refusal in the interest of their safety
Empathy for their frustration is appropriate, but the refusal must stand to protect both the customer and the establishment.
Which of the following statements is an example of a 'soft refusal' language technique?
Answer: 'I want to make sure you have a great evening, so at this point I'd love to bring you some water or a snack.'
Soft refusal language redirects the guest toward a positive alternative rather than stating a hard prohibition.
A guest is loudly complaining that you are discriminating against them by refusing service. You should:
Answer: Calmly clarify that your decision is based on observable behavior, not any protected characteristic
Refusal based on observed intoxication is lawful and should be explained as behavior-based, not identity-based.
Before communicating a refusal, what internal step should a server take?
Answer: Observe and mentally note the specific signs of intoxication to be able to state them clearly
Mentally cataloguing specific signs ensures the server can give a clear, factual explanation if challenged.
How should a server communicate with a hearing-impaired guest who appears intoxicated?
Answer: Use written notes, gestures, or a tablet to clearly convey the message
Adapting communication methods — such as written notes or clear gestures — ensures the guest understands the refusal and feels respected.
If a customer who has been cut off requests to speak with the manager, a responsible server should:
Answer: Welcome the request, brief the manager on the situation first if possible, and support the manager's decision
Inviting management involvement is professional; briefing the manager ensures consistency and a united response.
When a group of customers is becoming rowdy, communicating expectations PROACTIVELY means:
Answer: Mentioning house policies in a friendly way early in the service interaction
Proactively setting expectations — such as mentioning last-call or one-drink-at-a-time policies — prevents problems before they escalate.