SIR Refusing Service Procedures 4 — Questions and Answers
Question 1: What is the role of body language in refusing service?
- Body language is not important
- Open, non-threatening body language helps de-escalate the situation, while aggressive posture can provoke confrontation (Correct answer)
- Crossed arms show authority
- Standing over the patron shows control
Correct answer: Open, non-threatening body language helps de-escalate the situation, while aggressive posture can provoke confrontation
Non-threatening body language (open posture, appropriate distance, calm gestures) helps de-escalate refusal situations. Aggressive postures like crossed arms or standing over a seated patron can provoke confrontation.
Question 2: What should a server do if a cut-off patron attempts to leave with an alcoholic drink?
- Let them go with the drink
- Politely but firmly explain that drinks cannot leave the licensed premises and offer to hold or dispose of the drink (Correct answer)
- Physically take the drink from them
- Follow them outside with the drink
Correct answer: Politely but firmly explain that drinks cannot leave the licensed premises and offer to hold or dispose of the drink
Removing open alcohol from licensed premises is a contravention. The server should politely explain that drinks cannot leave the premises and offer to dispose of it. Physical confrontation should be avoided.
Question 3: How should a server refuse service to a patron who appears to be in a position of authority or influence?
- Give them special treatment
- Apply the same refusal procedures regardless of the patron's status or perceived influence (Correct answer)
- Ask a manager to serve them instead
- Serve them but make a note for later
Correct answer: Apply the same refusal procedures regardless of the patron's status or perceived influence
BC law applies equally to all patrons regardless of their social status, wealth, or influence. Servers must apply the same responsible service standards to everyone.
Question 4: What is a common mistake servers make when refusing service?
- Being too polite
- Waiting too long to act, allowing the patron to become much more intoxicated and harder to manage (Correct answer)
- Refusing too early
- Using the patron's name
Correct answer: Waiting too long to act, allowing the patron to become much more intoxicated and harder to manage
A common mistake is waiting too long to intervene. The longer a server waits, the more intoxicated the patron becomes, making the refusal more difficult to deliver and more likely to result in confrontation.
Question 5: What alternative services can a server offer when cutting off a patron?
- Nothing, just stop serving
- Non-alcoholic beverages, food, water, coffee, and assistance with transportation (Correct answer)
- A smaller alcoholic drink
- A drink with less alcohol
Correct answer: Non-alcoholic beverages, food, water, coffee, and assistance with transportation
Offering alternatives shows care for the patron's comfort: water, coffee, soft drinks, food, and help arranging a taxi or ride home. These alternatives soften the refusal and support the patron's wellbeing.
Question 6: What should a server do if they are unsure whether a patron is intoxicated?
- Continue serving until certain
- Err on the side of caution, consult with colleagues or a manager, and monitor the patron more closely (Correct answer)
- Ask the patron if they feel drunk
- Ignore their concerns and keep serving
Correct answer: Err on the side of caution, consult with colleagues or a manager, and monitor the patron more closely
When in doubt, servers should err on the side of caution, seek a second opinion from colleagues or managers, and increase their monitoring of the patron. It is better to be cautious than to over-serve.
SIR Refusing Service Procedures 4
What is the role of body language in refusing service?