Smart Serve Practice Test · Question
A customer verbally harasses you after you refuse service due to their intoxication. What is the most appropriate next step?
When faced with harassment after refusing service, the safest and most professional approach is to involve management. Managers are typically trained in de-esca
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Question: A customer verbally harasses you after you refuse service due to their intoxication. What is the most appropriate next step?
Answer options:
- Argue back and tell them they are being rude.
- Ignore them and serve other customers, hoping they will leave. ✅ Call your manager for assistance in de-escalating the situation or removing the customer.
- Threaten to call the police if they don't leave immediately.
Correct answer: Call your manager for assistance in de-escalating the situation or removing the customer.
Explanation: When faced with harassment after refusing service, the safest and most professional approach is to involve management. Managers are typically trained in de-escalation techniques and are authorized to handle challenging customer situations, including asking customers to leave or contacting authorities if necessary. Engaging in an argument or ignoring the situation could escalate it or compromise the safety of staff and other patrons.
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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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