Smart Serve Customer Interaction and Safety 2

Question 1

A patron becomes aggressive after being cut off from alcohol service. What is the recommended approach?

Accepted Answer

Remain calm, speak respectfully, explain the legal requirement, and offer alternatives like food or non-alcoholic drinks

Answer

De-escalation is key: stay calm, use a respectful tone, explain it's a legal requirement (not personal), and offer alternatives. If the patron becomes threatening, involve management or security.

Question 2

A patron trips and falls in the establishment. What should the server do first?

Accepted Answer

Check if the patron is injured and provide first aid if needed

Answer

The server should first check for injuries and provide appropriate assistance. An incident report should be completed, and if injuries are serious, EMS should be called.

Question 3

What is 'duty of care' in the context of serving alcohol?

Accepted Answer

The legal obligation to take reasonable steps to prevent foreseeable harm to patrons and others

Answer

Duty of care is the legal obligation of servers and establishments to take reasonable steps to prevent foreseeable harm that could result from alcohol service, including over-service.

Question 4

A patron who has been drinking wants to drive home. What should the server do?

Accepted Answer

Offer alternatives: taxi, designated driver, public transit, or offer to call someone

Answer

Servers should actively offer alternatives to impaired driving: arranging a taxi, helping contact a designated driver, suggesting public transit, or offering to call a friend or family member.

Question 5

A regular patron tells the server they're taking medication but still want to order a beer. What should the server consider?

Accepted Answer

Consider that alcohol can interact dangerously with many medications and may accelerate intoxication

Answer

Many medications interact with alcohol, potentially causing dangerous side effects or accelerating intoxication. Servers should be extra vigilant monitoring this patron for signs of impairment.

(Smart Serve) Smart Serve Test Practice Test

(Smart Serve) Smart Serve Test Practice Test

Smart Serve Customer Interaction and Safety 2