Smart Serve Managing Difficult Situations & Refusals

Question 1

When refusing service to a patron, which statement is the most appropriate to use?

Accepted Answer

'I am not able to serve you any more alcohol tonight, but I can get you some water or food.'

Answer

'You are obviously drunk and need to leave.'

Answer

'It is not my problem—talk to my manager.'

Answer

'If you do not leave, I will call the police immediately.'

Question 2

A group of friends tries to buy drinks for a person you have already refused service to. What should you do?

Accepted Answer

Refuse to serve the entire group if they intend to pass drinks to the refused patron

Answer

Serve the friends but warn them not to share

Answer

Only refuse the person who originally ordered

Answer

Allow it because you are not legally responsible once the drink leaves the bar

Question 3

What is the most important personal safety principle when confronting an aggressive patron?

Accepted Answer

Maintain distance, stay calm, and call for backup from a colleague or manager

Answer

Physically remove the patron immediately

Answer

Stand close to the patron to assert authority

Answer

Match the patron's aggressive tone to show confidence

Question 4

A customer who has been refused service leaves the establishment. What is your ongoing responsibility?

Accepted Answer

Monitor whether they attempt to re-enter or pose a risk, and report concerns to management

Answer

Your responsibility ends the moment they walk out the door

Answer

Call police immediately every time a patron leaves after being refused

Answer

Follow them outside to ensure they get home safely

Question 5

How should a server respond if a patron becomes verbally abusive after a refusal?

Accepted Answer

Remain calm, do not argue, and involve management or security

Answer

Engage in a debate about whether the refusal was fair

Answer

Apologise and offer one more drink to resolve the situation

Answer

Ask nearby patrons to intervene on your behalf

Question 6

What does the term 'intervention' mean in the context of Smart Serve?

Accepted Answer

Taking proactive steps to prevent further harm from alcohol consumption, including stopping service

Answer

Calling a patron's family to take them home

Answer

A legal process initiated by the AGCO

Answer

Physically restraining an intoxicated patron