When should a server refuse service?
Correct!
Wrong!
Refuse service when a customer is intoxicated or underage.
How should a refusal be communicated?
Correct!
Wrong!
Use calm, respectful language and explain the reason for refusal.
Why is it important to involve a manager?
Correct!
Wrong!
Managers support staff decisions and help de-escalate situations.
What is the goal when managing a difficult situation?
Correct!
Wrong!
The goal is to maintain safety and minimize conflict.
What tone should be used during refusals?
Correct!
Wrong!
A calm, firm, and polite tone should be maintained.
Why offer alternatives to alcohol?
Correct!
Wrong!
Offering water or food helps reduce intoxication and shows care.
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What should staff do if a customer becomes aggressive?
Correct!
Wrong!
Staff should seek help from security or call authorities if needed.
Why document incidents?
Correct!
Wrong!
Documentation provides a record that protects staff and the establishment.
What is the main purpose of managing refusals?
Correct!
Wrong!
The purpose is to protect the customer, staff, and establishment.