TAM Card Intervention Techniques 2 — Questions and Answers
Question 1: What does the 'broken record' technique involve in an intervention?
- Playing loud music to distract an intoxicated customer
- Calmly repeating the same refusal message without engaging in debate (Correct answer)
- Listing all the reasons why the customer should not drink more
- Reporting the customer to the liquor board immediately
Correct answer: Calmly repeating the same refusal message without engaging in debate
The broken record technique means calmly and consistently repeating the refusal without being drawn into arguments, which avoids escalation.
Question 2: Which factor should guide how quickly a server escalates an intervention?
- How much the customer has spent that evening
- The customer's level of intoxication and behavior (Correct answer)
- Whether other customers are watching
- The time of day the establishment closes
Correct answer: The customer's level of intoxication and behavior
The pace of intervention should match how intoxicated and potentially dangerous the customer's behavior is.
Question 3: What is the recommended way to word a service refusal to reduce confrontation?
- 'You are clearly drunk and cannot have another drink.'
- 'I cannot serve you any more alcohol tonight, but I can get you some water.' (Correct answer)
- 'It is the law and I could lose my job if I serve you.'
- 'I think you have had enough; you should probably go home.'
Correct answer: 'I cannot serve you any more alcohol tonight, but I can get you some water.'
Framing the refusal around what you can offer (water, food) rather than focusing on the customer's condition is less confrontational and more effective.
Question 4: Why is it important to involve other staff members during a difficult intervention?
- So the customer feels outnumbered and complies immediately
- To provide backup support, ensure safety, and present a unified response (Correct answer)
- To avoid any single employee taking legal responsibility
- Because Nevada law requires two witnesses for any service refusal
Correct answer: To provide backup support, ensure safety, and present a unified response
Having staff backup ensures employee safety, presents a consistent message, and prevents the customer from playing one employee against another.
Question 5: What should a server do if a customer insists they are not intoxicated and demands service?
- Give them one more drink since they seem confident
- Agree with the customer and resume service to avoid conflict
- Politely maintain the refusal and explain that the decision is final (Correct answer)
- Ask the customer to take a sobriety test
Correct answer: Politely maintain the refusal and explain that the decision is final
A server must maintain the refusal firmly but politely even if the customer disputes their level of intoxication, as the server's observation is what matters.
Question 6: What is the best intervention strategy when a customer's friends are encouraging them to drink more?
- Refuse service to the entire group as a deterrent
- Speak privately to the friends and enlist their help in slowing the customer down (Correct answer)
- Ignore the group and serve only those who appear sober
- Ask the intoxicated customer to leave their friends
Correct answer: Speak privately to the friends and enlist their help in slowing the customer down
Engaging the customer's friends as allies can be highly effective because peers often have more influence over behavior than establishment staff.
Question 7: After refusing service to a customer, what is an important follow-up step?
- Offer to call a taxi, rideshare, or help arrange a safe ride home (Correct answer)
- Escort the customer outside immediately
- Charge the customer for the drinks they were denied
- Record the customer's personal information without their consent
Correct answer: Offer to call a taxi, rideshare, or help arrange a safe ride home
Helping arrange safe transportation is a responsible step that protects both the customer and the public after a service refusal.
TAM Card Intervention Techniques 2
What does the 'broken record' technique involve in an intervention?