SMARTSERVE Refusing Service and Intervention 3

Question 1

What does it mean to 'pace' a patron's drinking?

Accepted Answer

Slowing the rate of alcohol service by checking in, offering water, and monitoring consumption

Answer

Pacing involves actively managing how quickly a patron consumes alcohol through attentive service strategies before intoxication becomes an issue.

Question 2

A group of patrons is visibly drinking very quickly and ordering rounds rapidly. What should a server do?

Accepted Answer

Monitor the group carefully, slow service timing, offer food and water, and prepare to intervene if needed

Answer

Proactive monitoring, slowing service, and offering food and water allows the server to manage the situation before any individual becomes dangerously intoxicated.

Question 3

Under the Smart Serve program, what is the recommended approach if a patron refuses to accept a refusal of service?

Accepted Answer

Maintain the refusal calmly, seek management support, and escalate to security or police if necessary

Answer

Maintaining a firm, calm refusal while escalating support to management, security, or police is the proper procedure when a patron refuses to accept a service refusal.

Question 4

What is the purpose of a 'spill plan' in a licensed establishment?

Accepted Answer

A prepared strategy for managing intoxicated patrons, including who handles refusals and security escalation

Answer

A spill plan outlines staff roles and procedures for managing intoxicated patrons, including refusal steps and security escalation pathways.

Question 5

Which of the following best demonstrates that a server has met their duty of care toward an intoxicated patron?

Accepted Answer

Stopping service, offering alternatives, arranging safe transportation, and documenting the incident

Answer

Meeting duty of care requires stopping service, providing alternatives, ensuring safe transportation, and documenting the incident to create a record of responsible action.

SMARTSERVE - Smart Serve Ontario Practice Test

SMARTSERVE - Smart Serve Ontario Practice Test

SMARTSERVE Refusing Service and Intervention 3