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

Third-party intervention means enlisting someone close to the intoxicated patron — such as a friend — to help ensure they get home safely.

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

Servers have a shared duty of care; alerting management or the relevant staff member ensures the establishment acts as a cohesive team to prevent over-service.

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

Servers have a duty of care to prevent intoxicated patrons from driving; offering safe transportation alternatives is a key part of responsible service.

Question 4

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

Accepted Answer

A low-alcohol beer

Answer

Offering a low-alcohol beer still provides alcohol to a patron who has already been refused service, which is not an appropriate alternative.

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

Using first-person language that is calm and non-accusatory reduces the chance of escalation while clearly communicating the refusal.

SMARTSERVE - Smart Serve Ontario Practice Test

SMARTSERVE - Smart Serve Ontario Practice Test

SMARTSERVE Refusing Service and Intervention 2