SMARTSERVE Refusing Service and Intervention 2

Question 1

What is a 'third-party intervention' in the context of Smart Serve?

Accepted Answer

Involving a friend, family member, or colleague to help manage an intoxicated patron safely

Answer

A legal process involving a third arbitrator

Answer

Calling a third-party taxi service

Answer

Notifying a third-party health authority

Question 2

What should a server do if they witness a visibly intoxicated patron being served at another station in the same venue?

Accepted Answer

Alert their manager or the serving staff member about the patron's condition

Answer

Mind their own section and do nothing

Answer

Confront the other server publicly

Answer

Serve the patron themselves to control the situation

Question 3

A patron wants to drive home after being cut off. What should the server do?

Accepted Answer

Strongly advise against driving and offer to arrange a safe ride such as a taxi or designated driver

Answer

Provide their car keys back and hope for the best

Answer

Call police only if the patron starts the car

Answer

Do nothing — it is not the server's responsibility once the patron leaves

Question 4

Which of the following is NOT an appropriate alternative to offer an intoxicated patron?

Accepted Answer

A low-alcohol beer

Answer

A glass of water

Answer

A coffee or tea

Answer

A food item

Question 5

How should a server phrase a refusal to minimize conflict?

Accepted Answer

'I'm not able to serve you any more alcohol tonight, but let me get you some water.'

Answer

'You are drunk and cannot be served.'

Answer

'The manager says you have had enough.'

Answer

'Leave now or I will call the police.'

Question 6

What is the importance of involving management when refusing service to a patron?

Accepted Answer

Management provides backup support, reinforces the decision, and helps handle escalation

Answer

Managers can override the refusal if needed

Answer

It protects only the manager from liability

Answer

Managers must legally make all refusal decisions themselves