TAM Card - Techniques of Alcohol Management Card Handling Service Refusal Questions and Answers 1 — Questions and Answers
Question 1: A patron is showing clear signs of intoxication and has begun to loudly bother other guests. What is the most appropriate first step to take?
- Ignore the behavior and hope it stops on its own.
- Immediately call the police to have the patron removed.
- Politely and discreetly inform the patron that you cannot serve them any more alcohol. (Correct answer)
- Announce to the entire bar that the patron is being cut off.
Correct answer: Politely and discreetly inform the patron that you cannot serve them any more alcohol.
The best practice is to handle the situation professionally and discreetly to avoid embarrassing the guest and escalating the situation. Approaching the patron calmly and privately is a key technique in alcohol management.
Question 2: Which of the following is a legally MANDATORY reason to refuse alcohol service in Nevada?
- The person is a tourist and unfamiliar with local laws.
- The person is already visibly intoxicated. (Correct answer)
- The person has a history of being a poor tipper.
- The person is ordering an unpopular drink.
Correct answer: The person is already visibly intoxicated.
Nevada law, along with general responsible alcohol service principles, requires servers to refuse service to anyone who is visibly intoxicated. Serving an intoxicated person increases liability for the server and the establishment.
Question 3: A group of friends is ordering drinks, but one member of the group appears to be significantly intoxicated. You have decided to refuse service to that individual. What should you do next?
- Refuse service to the entire group to avoid any problems.
- Serve the individual one last drink if their friends promise to watch them.
- Quietly inform the sober members of the group about your decision and seek their cooperation. (Correct answer)
- Tell the intoxicated person they need to leave immediately while their friends can stay.
Correct answer: Quietly inform the sober members of the group about your decision and seek their cooperation.
Engaging the sober friends can be a helpful de-escalation tactic. They can assist in managing the situation and ensuring their friend's safety. Refusing the whole group can cause unnecessary conflict, and serving 'one last drink' is illegal and unsafe.
Question 4: When refusing service, which communication style is most effective?
- Using accusatory language like, 'You're obviously drunk.'
- Being firm, polite, and avoiding judgmental statements. (Correct answer)
- Bargaining with the patron to get them to leave.
- Being apologetic and blaming your manager for the decision.
Correct answer: Being firm, polite, and avoiding judgmental statements.
A calm, firm, and professional tone is crucial. Avoid accusatory language which can make the patron defensive. State the refusal clearly and stick to it without bargaining.
Question 5: After you have refused service to a patron, what is a recommended follow-up action?
- Offer the patron a complimentary alcoholic drink for the inconvenience.
- Document the incident in a logbook. (Correct answer)
- Ignore the patron and hope they leave on their own.
- Ask them to wait at the bar until they feel sober.
Correct answer: Document the incident in a logbook.
Keeping a written record of service refusal incidents is a best practice. This log can protect the server and the establishment in case of any future inquiries or liability claims. It should detail the time, individuals involved, and actions taken.
Question 6: Under what circumstances can you NOT refuse service to a patron in Nevada?
- The patron is causing a public disturbance.
- The patron is visibly intoxicated.
- The patron is accompanied by a service animal. (Correct answer)
- The patron is attempting to purchase alcohol for a minor.
Correct answer: The patron is accompanied by a service animal.
According to Nevada law and the principles of civil rights, you cannot deny service based on a person having a disability, which includes being accompanied by a service animal. All other options are valid and legal reasons to refuse service.
TAM Card - Techniques of Alcohol Management Card Handling Service Refusal Questions and Answers 1
A patron is showing clear signs of intoxication and has begun to loudly bother other guests.
What is the most appropriate first step to take?