Smart Serve Customer Interaction and Safety

Question 1

When refusing service to an intoxicated customer, which approach is most appropriate?

Accepted Answer

Be calm, non-confrontational, and offer water or food instead

Answer

Loudly announce to the room that the person is cut off

Answer

Ignore the customer and hope they leave on their own

Answer

Ask other customers to pressure the person to stop drinking

Question 2

Under Ontario's Liquor Licence Act, who can be held legally liable if an intoxicated patron causes harm after leaving your establishment?

Accepted Answer

The patron, the server, and the licence holder

Answer

Only the intoxicated patron themselves

Answer

Only the establishment owner

Answer

Only the person who physically sold the drinks

Question 3

A regular customer becomes argumentative when you refuse service. What is the best first step?

Accepted Answer

Stay calm, restate your position clearly, and involve a manager if needed

Answer

Match their aggression to assert authority

Answer

Immediately call the police

Answer

Offer them one more drink to calm them down

Question 4

What is the primary reason servers should monitor customers' alcohol consumption throughout their visit?

Accepted Answer

To ensure customers do not exceed their legal limit and to prevent intoxication

Answer

To maximise sales by encouraging more orders

Answer

To keep a record for the tax authority

Answer

To determine which customers deserve a loyalty discount

Question 5

Which of the following is a recommended strategy for ensuring an intoxicated customer gets home safely?

Accepted Answer

Help arrange a taxi, rideshare, or a sober designated driver

Answer

Tell them to walk it off outside

Answer

Let them sleep in the establishment until they sober up

Answer

Offer them a coffee and then send them to drive home

Question 6

Why is it important to record incidents involving refused service or intoxicated patrons?

Accepted Answer

To create evidence of responsible service practices in case of a legal challenge

Answer

So you can charge them a higher bill next time

Answer

It is required by federal law for all hospitality workers

Answer

To report the incident to the customer's employer