Communication & Client Relations Flashcards
7 cards from real TIPS practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Communication & Client Relations flashcards as text
A visibly intoxicated guest at a private event claims the host said they could drink as much as they want. How should you respond?
Answer: Explain that your legal responsibility for safe alcohol service applies regardless of the host's preferences
TIPS-certified servers retain legal and ethical responsibility for responsible service even at private events, and a host cannot override that duty.
What is the most effective way to document a service refusal for legal and training purposes?
Answer: Write a brief factual account of the observed behaviors and actions taken, noting the time
Timely, factual documentation of observable behaviors and actions provides legal protection and supports staff training.
A table of guests is celebrating a birthday and pressuring you to serve the birthday person 'just one more shot.' How should you handle peer pressure from customers?
Answer: Firmly and politely explain that you cannot serve more alcohol to that individual, and offer alternatives
Peer pressure from customers does not change a server's responsibility to refuse service to an intoxicated guest.
Which phrase is most likely to inflame an already agitated intoxicated guest?
Answer: 'You're drunk and I'm not serving you.'
Labeling a guest as 'drunk' is judgmental and likely to escalate the situation rather than de-escalate it.
You notice that a guest who was refused service at your bar has moved to a server station and ordered a drink. What should you do?
Answer: Immediately alert the server and management so the refusal is communicated establishment-wide
Communicating a service refusal to all staff prevents a refused guest from obtaining alcohol elsewhere in the same establishment.
In TIPS training, the phrase 'third-party liability' refers to which concept?
Answer: The legal responsibility of a server or establishment when an intoxicated patron harms someone else after being over-served
Third-party liability means that servers and establishments can be held legally responsible for harm caused by guests they over-served.
How should you respond if a guest threatens to report you to management for refusing service?
Answer: Calmly invite them to speak with management and stand by your decision
Inviting management involvement shows confidence in your decision and keeps the interaction professional.
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