You are verifying ID for a customer and notice that the birth date on the ID makes them 19, but the photo on the ID looks significantly younger than the person presenting it. What is the best course of action?

Question: You are verifying ID for a customer and notice that the birth date on the ID makes them 19, but the photo on the ID looks significantly younger than the person presenting it. What is the best course of action?

Answer options:

• Accept the ID, as the birth date meets the legal requirement.
• Refuse service because the photo doesn't look like the person.
• Ask for a second piece of non-photo ID to confirm their age. ✅ Ask the customer qualifying questions (e.g., 'What is your address?', 'What is your zodiac sign?') from the ID.

Correct answer: Ask the customer qualifying questions (e.g., 'What is your address?', 'What is your zodiac sign?') from the ID.

Explanation: If there's a discrepancy between the person's appearance and their ID photo, and you suspect the ID might not belong to them, asking qualifying questions from the ID is an effective way to verify ownership. If they cannot answer, then you can confidently refuse service. Options A and B are too absolute without further verification. Option C will not help establish if this person is the owner of the photo ID and may not be a photo ID itself.