RSA Case Analysis & Practical Application 3 — Questions and Answers
Question 1: A group of eight customers arrives at a restaurant and mentions they are celebrating a birthday. Halfway through the meal, three members of the group show signs of intoxication. What action is required?
- Continue service for the whole table since it is a special occasion
- Stop alcohol service to the three intoxicated members while serving the others (Correct answer)
- Refuse service to the entire table immediately
- Offer a complimentary dessert and reduce drink sizes for everyone
Correct answer: Stop alcohol service to the three intoxicated members while serving the others
RSA training requires cutting off individuals who show intoxication while allowing sober members of the group to continue.
Question 2: A server is approached by a coworker who says, 'Table 7 is getting loud—I think they need to be cut off, but the manager is busy.' What should the server do?
- Wait until the manager is free before taking any action
- Assess the table personally and refuse further alcohol service if guests appear intoxicated (Correct answer)
- Serve one more round while waiting for manager guidance
- Ask the guests to quiet down and continue service
Correct answer: Assess the table personally and refuse further alcohol service if guests appear intoxicated
RSA-certified servers have independent authority and responsibility to refuse service without waiting for managerial approval.
Question 3: A patron collapses inside the establishment after consuming several drinks. What is the first priority?
- Escort surrounding guests away to preserve their experience
- Call 911 immediately and stay with the patron until help arrives (Correct answer)
- Encourage the patron to drink water and rest
- Have a co-worker drive the patron home
Correct answer: Call 911 immediately and stay with the patron until help arrives
A medical emergency requires calling 911 first; the patron's life takes priority over all other considerations.
Question 4: A server is pressured by a manager to continue serving a visibly intoxicated high-spending customer. What should the server do?
- Comply with the manager's instruction to avoid job consequences
- Refuse to continue serving and document the manager's request (Correct answer)
- Reduce pour sizes as a compromise
- Serve alcohol mixed with extra juice so it appears stronger
Correct answer: Refuse to continue serving and document the manager's request
Serving a visibly intoxicated person violates state law regardless of managerial pressure, and servers can be held personally liable.
Question 5: A patron who was refused service threatens to leave a negative online review. How should the server professionally handle this?
- Reverse the refusal to protect the establishment's reputation
- Acknowledge the patron's frustration calmly, stand by the refusal, and offer non-alcoholic options (Correct answer)
- Offer a discounted non-alcoholic drink and ask the patron not to post
- Call the police to remove the patron for threatening behavior
Correct answer: Acknowledge the patron's frustration calmly, stand by the refusal, and offer non-alcoholic options
A professional, empathetic response maintains the refusal while de-escalating the situation; reputation concerns never override public safety.
Question 6: During a private event with an open bar, a guest attempts to take a full bottle of wine outside. What is the server's responsibility?
- Allow it since the event host pre-paid for all alcohol
- Politely stop the guest—open-container laws still apply outside the licensed premises (Correct answer)
- Limit the guest to pouring from the bottle outside only
- Ask the host if it is acceptable before intervening
Correct answer: Politely stop the guest—open-container laws still apply outside the licensed premises
Open-container laws prohibit taking unsealed alcohol off the licensed premises regardless of event type or host permission.
Question 7: A customer presents a valid military ID as age verification. The server is unfamiliar with the document's format. What should the server do?
- Accept it since government-issued IDs are always valid
- Examine the ID carefully using a reference guide and ask a manager if still uncertain (Correct answer)
- Refuse service because unfamiliar IDs cannot be accepted
- Serve the customer but note the ID type for the incident log
Correct answer: Examine the ID carefully using a reference guide and ask a manager if still uncertain
Servers should use available reference materials and seek a manager's help rather than making a blind acceptance or blanket refusal of unfamiliar valid IDs.
RSA Case Analysis & Practical Application 3
A group of eight customers arrives at a restaurant and mentions they are celebrating a birthday.
Halfway through the meal, three members of the group show signs of intoxication.
What action is required?