TIPS Intervention Strategies & Techniques 2

Question 1

When a customer is becoming loud and argumentative, which TIPS intervention technique should you use FIRST?

Accepted Answer

Speak calmly and move closer to lower the conversation volume

Answer

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:

Accepted Answer

Decline the round and offer water and food to the group

Answer

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?

Accepted Answer

Offering a menu and suggesting food alongside the next drink

Answer

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:

Accepted Answer

Involve a manager or colleague for a team refusal

Answer

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?

Accepted Answer

"Company policy says I can't serve you any more."

Answer

Citing company policy depersonalizes the refusal and reduces the likelihood of an emotional reaction from the customer.

(TIPS) Training for Intervention Procedures Certified Practice Test