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Managing Difficult Situations & Refusals Flashcards

6 cards from real SMART SERVE practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.

Read the first 6 Managing Difficult Situations & Refusals flashcards as text

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

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

    Speak to the patron privately and respectfully. Use 'I' statements ('I'm not able to serve more alcohol'), reference the legal requirement, and offer alternatives like food, water, or coffee.

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

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

    Never match aggression with aggression. Stay calm, don't argue, create physical distance, and immediately involve management or security. If threats continue, police should be called.

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

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

    The 'broken record' technique involves calmly repeating your refusal: 'I'm sorry, I'm not able to serve you more alcohol' — without getting drawn into arguments or justifications.

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

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

    Engage the friends as allies: explain the legal consequences for everyone involved, and suggest they help their friend with transportation home. Good friends ultimately support responsible decisions.

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

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

    Offer every alternative first. If the patron insists on driving while clearly intoxicated, call police with a description of the patron and their vehicle. Never physically restrain anyone.

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

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

    When in doubt, slow down service, suggest food, and increase monitoring. It's always better to be cautiously responsible than to risk over-service.