RSA Communication & Client Relations 2 — Questions and Answers
Question 1: A customer becomes verbally aggressive when you refuse to serve them another drink. What is the BEST first response?
- Match their tone to assert authority
- Stay calm, speak quietly, and use non-confrontational language (Correct answer)
- Immediately call the police
- Walk away and ignore them
Correct answer: Stay calm, speak quietly, and use non-confrontational language
Remaining calm and speaking quietly reduces escalation and keeps the interaction professional.
Question 2: Which phrase is MOST appropriate when cutting off a guest who appears intoxicated?
- 'You're drunk and you need to leave.'
- 'I'm concerned for your comfort and I won't be able to serve you any more alcohol tonight.' (Correct answer)
- 'Our policy says I can't serve you, so that's that.'
- 'You've clearly had too much — everyone can see it.'
Correct 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.
Question 3: A large party orders a round of shots and one member appears already intoxicated. How should you communicate the situation to the group?
- Serve everyone and privately warn the intoxicated guest
- Announce loudly that one person has ruined it for the group
- Speak discreetly to the group's apparent organizer and explain you cannot serve their guest further (Correct answer)
- Refuse service to the entire table without explanation
Correct 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.
Question 4: When a guest disputes your refusal to serve them, what documentation practice supports your communication?
- Posting a notice on the restroom door
- Recording the incident with observable signs in a log after the interaction (Correct answer)
- Asking other guests to sign a witness statement
- Photographing the guest without consent
Correct 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.
Question 5: A guest tells you they are a nurse and alcohol affects them differently so you should keep serving. How should you respond?
- Accept the explanation and continue serving
- Ask for their nursing license before deciding
- Politely explain that observable signs of intoxication are the standard you must follow regardless of profession (Correct answer)
- Offer to call a supervisor to verify the claim
Correct 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.
Question 6: Which non-verbal communication cue should a responsible server watch for in a patron?
- Speaking fluently in a language other than English
- Stumbling, swaying, or difficulty maintaining balance (Correct answer)
- Ordering a type of drink they have not ordered before
- Paying with cash instead of a card
Correct answer: Stumbling, swaying, or difficulty maintaining balance
Loss of motor coordination such as stumbling or swaying is a key observable sign of intoxication.
Question 7: A guest is polite but you notice slurred speech and glassy eyes. What is the correct communication approach?
- Ignore the signs since the guest is being polite
- Make a joke about it to lighten the mood before refusing
- Acknowledge the guest's demeanor, privately and respectfully inform them you cannot serve more alcohol, and offer alternatives (Correct answer)
- Wait until they are visibly disruptive before acting
Correct 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.
RSA Communication & Client Relations 2
A customer becomes verbally aggressive when you refuse to serve them another drink.
What is the BEST first response?