SIR Refusing Service Procedures 4

Question 1

What is the role of body language in refusing service?

Accepted Answer

Open, non-threatening body language helps de-escalate the situation, while aggressive posture can provoke confrontation

Answer

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?

Accepted Answer

Politely but firmly explain that drinks cannot leave the licensed premises and offer to hold or dispose of the drink

Answer

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?

Accepted Answer

Apply the same refusal procedures regardless of the patron's status or perceived influence

Answer

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?

Accepted Answer

Waiting too long to act, allowing the patron to become much more intoxicated and harder to manage

Answer

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?

Accepted Answer

Non-alcoholic beverages, food, water, coffee, and assistance with transportation

Answer

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.

Serving It Right Practice Test

Serving It Right Practice Test

SIR Refusing Service Procedures 4