Smart Serve Managing Difficult Situations & Refusals 2

Question 1

When cutting off an intoxicated patron, what is the recommended communication approach?

Accepted Answer

Speak privately, use 'I' statements, explain it's the law, and offer alternatives

Answer

Publicly announce that they're cut off so everyone knows

Answer

Ignore them until they stop ordering

Answer

Have another patron deliver the message

Question 2

A patron becomes verbally threatening after being refused service. What should the server do?

Accepted Answer

Remain calm, avoid escalating, create distance, and notify management or security

Answer

Threaten to call police immediately

Answer

Challenge the patron to calm down

Answer

Resume service to de-escalate

Question 3

What is the 'broken record' technique for refusing service?

Accepted Answer

Calmly repeating the same refusal message regardless of the patron's arguments

Answer

Playing the same song repeatedly to annoy the patron into leaving

Answer

Breaking a glass to demonstrate firmness

Answer

Recording the conversation as evidence

Question 4

A patron's friends pressure the server to 'just give them one more drink.' How should the server respond?

Accepted Answer

Explain to the group that the law requires the refusal and you could lose your job and they could face charges

Answer

Give in to avoid a scene

Answer

Serve the friend instead of the intoxicated patron

Answer

Ask the manager to overrule the refusal

Question 5

What should a server do if a cut-off patron attempts to leave and drive?

Accepted Answer

Offer alternatives (taxi, ride service), and if they insist on driving, call police with a vehicle description

Answer

Let them go — it's their decision

Answer

Physically block their exit

Answer

Take their car keys by force

Question 6

A server is unsure whether a patron is intoxicated. What is the safest approach?

Accepted Answer

Err on the side of caution — slow service, offer food, and monitor closely

Answer

Keep serving until intoxication is obvious

Answer

Ask the patron if they feel drunk

Answer

Serve them one more to see how they handle it