Smart Serve Practice Test · Question
What should a server do if a customer becomes verbally abusive but not physically violent?
If a customer becomes verbally abusive, a server should politely but firmly refuse further service and request that they leave, involving management or security
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Question: What should a server do if a customer becomes verbally abusive but not physically violent?
Answer options:
- Engage in a shouting match to assert authority.
- Serve them strong drinks to make them tired. ✅ Politely but firmly refuse further service and ask them to leave, involving management if necessary.
- Ignore them completely, hoping they will leave on their own.
Correct answer: Politely but firmly refuse further service and ask them to leave, involving management if necessary.
Explanation: If a customer becomes verbally abusive, a server should politely but firmly refuse further service and request that they leave, involving management or security as needed. It's crucial to de-escalate the situation and ensure the safety and comfort of other patrons and staff, without engaging in conflict or serving more alcohol.
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Question explanations
- In Ontario, what is the minimum legal drinking age?
- What is considered a 'standard drink' in Ontario for regular beer (5% alcohol)?
- What is considered a 'standard drink' of beer in Ontario for purposes of measuring alcohol intake?
- What is a major indicator that a person may be serving alcohol illegally?
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