TAM Card Intervention Techniques 2

Question 1

What does the 'broken record' technique involve in an intervention?

Accepted Answer

Calmly repeating the same refusal message without engaging in debate

Answer

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?

Accepted Answer

The customer's level of intoxication and behavior

Answer

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?

Accepted Answer

'I cannot serve you any more alcohol tonight, but I can get you some water.'

Answer

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?

Accepted Answer

To provide backup support, ensure safety, and present a unified response

Answer

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?

Accepted Answer

Politely maintain the refusal and explain that the decision is final

Answer

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.

TAM Card - Techniques of Alcohol Management Card Practice Test

TAM Card - Techniques of Alcohol Management Card Practice Test

TAM Card Intervention Techniques 2