Smart Serve Practice Test · Question
After refusing service to an intoxicated customer, they become very angry and refuse to leave. What is the most appropriate next step for the server?
If an intoxicated customer refuses to leave and becomes angry, the server's priority is personal safety and the safety of other patrons. Isolating them while wa
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Question: After refusing service to an intoxicated customer, they become very angry and refuse to leave. What is the most appropriate next step for the server?
Answer options:
- Call 911 immediately.
- Continue to try and reason with the customer. ✅ Isolate the customer and await a manager, Bouncer or security.
- Offer them a free non-alcoholic drink to calm them down.
Correct answer: Isolate the customer and await a manager, Bouncer or security.
Explanation: If an intoxicated customer refuses to leave and becomes angry, the server's priority is personal safety and the safety of other patrons. Isolating them while waiting for a manager or security is the best immediate step to de-escalate without putting oneself in danger. Calling 911 (A) may be necessary if the situation escalates further or becomes violent. Continuing to reason (B) might be ineffective. Offering a free drink (D) is not appropriate for an angry, non-compliant patron.
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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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