RSA Communication & Client Relations 3 — Questions and Answers
Question 1: A coworker is about to serve a visibly intoxicated customer. What is the BEST way to communicate your concern?
- Say nothing to avoid conflict with your coworker
- Loudly tell the customer your coworker is wrong
- Pull your coworker aside quietly and share your observation before the drink is served (Correct answer)
- Report the coworker to management after the customer leaves
Correct 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.
Question 2: When offering food or non-alcoholic beverages as an alternative to a customer you are cutting off, your tone should be:
- Apologetic and embarrassed
- Firm and dismissive
- Warm, matter-of-fact, and helpful (Correct answer)
- Loud so others know you are following protocol
Correct answer: Warm, matter-of-fact, and helpful
A warm, matter-of-fact tone keeps the interaction constructive and reduces the chance of confrontation.
Question 3: A customer's companion is pressuring you to serve their visibly intoxicated friend 'just one more.' How do you respond?
- Give in to avoid a scene
- Serve the drink but dilute it with water
- Calmly stand by your decision, explain your legal obligation, and suggest safer alternatives like food and water (Correct answer)
- Ask the companion to leave the establishment
Correct 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.
Question 4: Which approach BEST demonstrates active listening when a guest expresses frustration about being cut off?
- Interrupt them to re-explain the rules
- Look away and continue cleaning glasses
- Nod, maintain eye contact, and let them finish before calmly responding (Correct answer)
- Immediately summon a manager to take over
Correct 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.
Question 5: What is the purpose of using the guest's name during a refusal conversation?
- To embarrass them in front of others
- To personalize the interaction and reduce hostility (Correct answer)
- To signal to other staff that a problem patron is present
- It serves no purpose and should be avoided
Correct answer: To personalize the interaction and reduce hostility
Using a guest's name personalizes the conversation and can lower defensiveness during a difficult interaction.
Question 6: A guest insists they are sober and demands you explain exactly what signs you observed. You should:
- List your specific observations calmly — such as slurred speech or unsteady gait — without accusation (Correct answer)
- Refuse to explain and end the conversation
- Tell them other guests complained about their behavior
- Ask them to take a field sobriety test
Correct 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.
Question 7: When escorting an intoxicated guest to a safe location or exit, effective communication includes:
- Announcing their condition to nearby patrons
- Using a firm, clear voice and guiding them with a light touch if they consent (Correct answer)
- Threatening them with police if they do not comply immediately
- Leaving them at the exit unattended immediately
Correct 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.
RSA Communication & Client Relations 3
A coworker is about to serve a visibly intoxicated customer.
What is the BEST way to communicate your concern?