Smart Serve Ontario Intervention Techniques

Question 1

What is the first step a server should take when they identify a patron showing signs of intoxication?

Accepted Answer

Slow down or stop alcohol service, offer water and food, and notify management

Answer

Call the police immediately

Answer

Ignore the signs and continue normal service

Answer

Ask other patrons if they agree the person is intoxicated

Question 2

What communication technique is most effective when approaching an intoxicated patron?

Accepted Answer

Speaking calmly, using simple language, maintaining a non-confrontational tone, and showing empathy

Answer

Speaking loudly to make sure they hear you

Answer

Using complex legal language to establish authority

Answer

Asking other patrons to talk to them instead

Question 3

What is the 'buddy system' approach in intervention?

Accepted Answer

Having a second staff member present as support when approaching an intoxicated patron

Answer

Pairing intoxicated patrons together

Answer

Assigning each patron a designated buddy

Answer

Pairing new servers with experienced ones

Question 4

When should a server involve management in an intervention with an intoxicated patron?

Accepted Answer

As early as possible — management should be notified when signs of intoxication are first identified

Answer

Only if the patron becomes violent

Answer

Only if the patron refuses to pay

Answer

Never, servers should handle all situations independently

Question 5

What is the best approach to arrange safe transportation for an intoxicated patron?

Accepted Answer

Offer to call a taxi, ride-share, or help contact a friend or family member to provide a safe ride

Answer

Let the patron figure it out themselves

Answer

Call the police to escort them home

Answer

Allow them to drive if they insist they are fine

Question 6

How should a server handle a situation where an intoxicated patron's friends try to order drinks for them?

Accepted Answer

Politely explain that no more alcohol can be served to or for the intoxicated patron, and enlist the friends' help in supporting the patron

Answer

Serve the friends and let them handle it

Answer

Only serve the intoxicated patron if friends promise to monitor them

Answer

Ignore the situation