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Quiz 4 – Refuse to provide alcohol

Odyssey 17/09/2024

4. Refuse to provide alcohol Quiz 4 – Refuse to provide alcohol

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Question 1 of 7

1. Question
Q 1. All liquor signage produced by government must be displayed TRUE/FALSE?
- FALSE
- TRUE
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Question 2 of 7

2. Question
Q 2. Identify four Do’s when it comes to refusing service of alcohol.
- obtain agreement from a supervisor and notify security, if available, before speaking to the customer
- point to poster/signs to reinforce your decision, e.g. ‘No More It’s the Law’
- save them some money provide the next round of alcoholic drinks free of charge
- be polite and avoid value judgements
- report the refusal of service to the supervisor/manager
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Question 3 of 7

3. Question
Q 3. Identify four (4) Don’ts when it comes to refusing service of alcohol.
- call your customer a ‘drunk’ but warn them politely that their behaviour is unacceptable
- be persuaded to give them ‘one last drink’ after you have stated that they have had enough
- be polite and avoid value judgements
- put off refusal hoping that the customer will leave after the next drink
- raise your voice- if they raise theirs, lower yours
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Question 4 of 7

4. Question
Q 4. Identify the six steps in the process to be followed when handling conflict situations?
- Retaliate
- Rebuff
- Follow up
- Acknowledge
- Action
- Respond
- Listen
- Ignore
- Report
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Question 5 of 7

5. Question
Q5. If a customer is showing reliable signs of undue intoxication you must refuse service of alcohol TRUE/FALSE?
- FALSE
- TRUE
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Question 6 of 7

6. Question
Q 6. Select the four (4) reasons why we must refuse service of alcohol?
- People will think we are nice
- The law requires it
- Safety of the customer
- Bringing pets into the bar is a good thing
- Avoid civil litigation
- Safety of others (other customers and staff)
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Question 7 of 7

7. Question
Q 7. From the list below indicate six (6) risky situations servers should be aware of?
- Groups of women or men celebrating together drinking rapidly with limited food consumption
- Church groups attending an ecumenical function
- A hens or bucks party, with entertainment being supplied
- Drinkers who may have taken recreational illicit drugs before coming out
- A couple celebrating their anniversary in the restaurant
- Customers who request unusual or complex mixes of alcohol
- Limited numbers of service team members on duty
- Hard or difficult to see areas away from the bar and service points
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