SIR Refusing Service Procedures 2

Question 1

Why is it important to avoid using judgmental language when refusing service?

Accepted Answer

Judgmental language can embarrass the patron, escalate the situation, and lead to confrontation

Answer

Judgmental language like 'you're drunk' can embarrass the patron, damage their dignity, and escalate the situation into a confrontation. Neutral, respectful language like 'I'm unable to serve more alcohol' is more effective.

Question 2

What is the 'broken record' technique in refusing service?

Accepted Answer

Calmly repeating the same refusal message without being drawn into arguments or justifications

Answer

The broken record technique involves calmly and consistently repeating the same refusal statement without being drawn into arguments or negotiations. It shows firmness while avoiding escalation.

Question 3

When is it appropriate to involve security or police during a refusal of service?

Accepted Answer

When the patron becomes threatening, violent, or refuses to leave after being asked

Answer

Security or police should be involved when a patron becomes threatening, physically aggressive, or refuses to leave after being asked. Staff safety should never be compromised by attempting to handle dangerous situations alone.

Question 4

What documentation should be completed after a significant refusal of service incident?

Accepted Answer

An incident report including time, patron description, signs observed, actions taken, and witnesses

Answer

A detailed incident report should include the date and time, description of the patron, specific signs of intoxication observed, actions taken by staff, how the patron responded, and names of witnesses.

Question 5

How should a server handle a refusal of service when the patron's friends become involved?

Accepted Answer

Address the friends calmly, explain the situation, and ask for their help in arranging safe transportation

Answer

Friends can be valuable allies in a cut-off situation. Speaking to them calmly, explaining concerns, and asking for their help in supporting the patron and arranging transportation often resolves the situation more smoothly.

Serving It Right Practice Test

Serving It Right Practice Test

SIR Refusing Service Procedures 2