TIPS Intervention Strategies & Techniques 2 — Questions and Answers
Question 1: When a customer is becoming loud and argumentative, which TIPS intervention technique should you use FIRST?
- Call the police immediately
- Speak calmly and move closer to lower the conversation volume (Correct answer)
- Ask other customers to help you control the situation
- Refuse service and ask them to leave right away
Correct answer: Speak calmly and move closer to lower the conversation volume
Approaching calmly and speaking quietly encourages the customer to lower their own voice without escalating the situation.
Question 2: A guest orders a round of shots for a group that already appears impaired. The best TIPS strategy is to:
- Serve the shots but water them down
- Serve only the unimpaired members of the group
- Decline the round and offer water and food to the group (Correct answer)
- Ask a manager to serve the group instead
Correct answer: Decline the round and offer water and food to the group
Refusing alcohol to the whole group and offering alternatives is safer than attempting to selectively serve individuals within it.
Question 3: Which technique is most effective for slowing alcohol service to a guest without drawing attention?
- Serving smaller pours without telling the guest
- Offering a menu and suggesting food alongside the next drink (Correct answer)
- Pretending to forget their order multiple times
- Telling the guest they have had enough
Correct answer: Offering a menu and suggesting food alongside the next drink
Offering food naturally paces consumption while showing hospitality rather than confrontation.
Question 4: A patron refuses your offer of water and insists on another beer. According to TIPS, the most appropriate next step is to:
- Serve the beer since they are a paying customer
- Involve a manager or colleague for a team refusal (Correct answer)
- Distract them with a conversation until they forget the order
- Offer a non-alcoholic beer without telling them
Correct answer: Involve a manager or colleague for a team refusal
Involving a manager adds authority and shared responsibility, making a refusal less personal and more consistent.
Question 5: Which phrasing best demonstrates a TIPS-approved refusal of service?
- "I think you've had enough tonight."
- "Company policy says I can't serve you any more." (Correct answer)
- "You're clearly drunk, so I can't help you."
- "The bar is out of what you ordered."
Correct answer: "Company policy says I can't serve you any more."
Citing company policy depersonalizes the refusal and reduces the likelihood of an emotional reaction from the customer.
Question 6: When intervening with an intoxicated guest who arrived by car, a TIPS-trained server should:
- Confiscate their car keys by force if necessary
- Offer to call a rideshare or taxi and suggest they leave the keys with a sober friend (Correct answer)
- Let the guest decide since it is a personal responsibility issue
- Only intervene if the guest specifically asks for help
Correct answer: Offer to call a rideshare or taxi and suggest they leave the keys with a sober friend
Offering a safe transportation alternative while avoiding force is the recommended TIPS approach to preventing drunk driving.
Question 7: Which of the following is an example of a BAR (Bring Awareness, Ask questions, Refer to help) intervention technique in TIPS?
- Telling a guest they look intoxicated
- Noticing erratic behavior, asking if they are okay, then suggesting a safe ride home (Correct answer)
- Documenting the number of drinks served before refusing
- Asking a bouncer to monitor a specific guest
Correct answer: Noticing erratic behavior, asking if they are okay, then suggesting a safe ride home
BAR involves observing signs, engaging the person with open concern, and directing them toward a safe option.
TIPS Intervention Strategies & Techniques 2
When a customer is becoming loud and argumentative, which TIPS intervention technique should you use FIRST?