TAM Card Intervention Techniques 1 — Questions and Answers
Question 1: What is the primary goal when intervening with a customer who appears to be becoming intoxicated?
- Immediately call law enforcement
- Slow or stop alcohol consumption before the situation escalates (Correct answer)
- Ask the customer to leave without explanation
- Offer the customer food as a substitute for alcohol
Correct answer: Slow or stop alcohol consumption before the situation escalates
The primary goal of intervention is to slow or stop alcohol consumption early before the customer reaches a level of intoxication that creates risk.
Question 2: Which approach is most effective when initially intervening with a customer showing early signs of intoxication?
- Confronting the customer loudly in front of others
- Privately and calmly speaking with the customer about slowing down (Correct answer)
- Immediately removing their drink without warning
- Ignoring the situation and hoping it resolves itself
Correct answer: Privately and calmly speaking with the customer about slowing down
A calm, private conversation preserves the customer's dignity and is more likely to result in cooperation than a public confrontation.
Question 3: When intervening with an intoxicated customer, a server should use language that is:
- Accusatory and firm to demonstrate authority
- Non-confrontational and respectful (Correct answer)
- Apologetic and uncertain to avoid conflict
- Legal jargon to explain the consequences
Correct answer: Non-confrontational and respectful
Non-confrontational and respectful language reduces the chance of escalation and increases the likelihood the customer will comply.
Question 4: What is the 'slowing down' strategy in alcohol intervention?
- Serving drinks in smaller glasses
- Increasing the time between drink orders and offering food or water (Correct answer)
- Watering down the customer's alcoholic beverages
- Asking the customer to pace themselves without taking any action
Correct answer: Increasing the time between drink orders and offering food or water
Increasing the time between rounds and offering food or water slows alcohol absorption and gives the customer's body time to process what they have consumed.
Question 5: If a customer becomes argumentative when you refuse to serve them, what is the best course of action?
- Match their energy to show you are serious
- Serve one more drink to calm them down
- Stay calm, repeat the refusal, and involve a manager if needed (Correct answer)
- Threaten to call police immediately
Correct answer: Stay calm, repeat the refusal, and involve a manager if needed
Staying calm, holding firm on the refusal, and escalating to a manager when needed prevents the situation from worsening.
Question 6: Which technique can help de-escalate a tense situation with a customer being refused service?
- Challenging the customer to prove they are sober
- Redirecting the conversation by offering food, water, or a non-alcoholic beverage (Correct answer)
- Ignoring the customer until they leave
- Raising your voice to assert authority
Correct answer: Redirecting the conversation by offering food, water, or a non-alcoholic beverage
Redirecting to food, water, or non-alcoholic options gives the customer a face-saving alternative and can defuse tension.
Question 7: When should a server involve a manager or supervisor during an intervention?
- Only after law enforcement has been called
- Whenever the customer appears to be slightly tired
- When the customer becomes aggressive, refuses to cooperate, or the server feels unsafe (Correct answer)
- Only if the customer requests to speak to a manager
Correct answer: When the customer becomes aggressive, refuses to cooperate, or the server feels unsafe
A manager should be involved when the situation escalates beyond what the server can safely handle alone, especially if safety is a concern.
TAM Card Intervention Techniques 1
What is the primary goal when intervening with a customer who appears to be becoming intoxicated?