Smart Serve Ontario Responsible Service Practices 2

Question 1

What should a server do if they suspect a patron is purchasing alcohol for a minor?

Accepted Answer

Refuse the sale and inform management

Answer

If a server suspects alcohol is being purchased for a minor (known as a 'secondary supply' situation), they should refuse the sale immediately and report the situation to management.

Question 2

What is the 'HEAT' model used in responsible alcohol service training?

Accepted Answer

Hear, Empathize, Apologize, Take action — for handling difficult situations

Answer

HEAT stands for Hear, Empathize, Apologize, and Take action. It is a communication model for de-escalating difficult situations when dealing with upset or intoxicated patrons.

Question 3

Why is it important for servers to track the number of drinks each patron consumes?

Accepted Answer

To monitor consumption levels and prevent over-service

Answer

Tracking drink counts helps servers monitor consumption patterns and identify when a patron may be approaching intoxication, allowing them to intervene before over-service occurs.

Question 4

What is the server's responsibility regarding a designated driver in a group?

Accepted Answer

Offer non-alcoholic beverages and ensure the designated driver remains sober

Answer

Servers should support designated drivers by offering attractive non-alcoholic beverage options and ensuring the designated driver does not consume alcohol during the visit.

Question 5

What should a server do when they notice a patron drinking very quickly?

Accepted Answer

Slow down service, offer water and food, and monitor the patron's condition

Answer

When a patron is drinking rapidly, the server should deliberately pace service, offer water and food alternatives, and closely monitor for signs of intoxication.

Smart Serve Practice Test

Smart Serve Practice Test

Smart Serve Ontario Responsible Service Practices 2