Customer Service and Sales Flashcards
6 cards from real Bartender Certification practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 6 Customer Service and Sales flashcards as text
What is the '86' system used for in a bar?
Answer: Indicating that an item is out of stock or a person is no longer to be served
'86' is industry slang meaning an item is no longer available (sold out) or that a specific person is to be refused service.
How should a bartender greet a guest who has just sat down at the bar?
Answer: Make immediate eye contact, acknowledge the guest with a nod or verbal greeting within 30–60 seconds, even if busy
Guests should be acknowledged within 30–60 seconds of being seated — a quick nod, smile, or 'I'll be right with you' ensures they feel welcomed even during a busy rush.
What should a bartender do if a guest appears to be celebrating a special occasion like a birthday?
Answer: Acknowledge it with a warm greeting, personalize the service experience, and potentially offer a complimentary item per bar policy
Recognizing and celebrating a special occasion through warm acknowledgment and personalized service creates a memorable guest experience and builds loyalty.
What is 'suggestive selling' in a bar context?
Answer: Naturally recommending drinks, add-ons, or food pairings in a conversational way that enhances the guest's experience
Suggestive selling is the natural, conversational recommendation of drinks, food pairings, or additional items that enhance the guest's experience — distinct from pushy sales tactics.
How should a bartender handle a situation where a regular customer insists on being served after showing signs of intoxication?
Answer: Firmly but respectfully decline to serve more alcohol, offer water and food, and ensure they have a safe way home
A bartender must refuse service to any visibly intoxicated guest regardless of their relationship — declining firmly but respectfully while offering alternatives and ensuring safe transportation.
What is a 'last call' and what are a bartender's responsibilities when making it?
Answer: The final announcement that the bar will stop serving alcohol soon, after which no new orders are taken, and intoxicated guests should be supported in leaving safely
Last call is the final announcement to guests that the bar will soon stop serving alcohol; the bartender must ensure remaining orders are fulfilled promptly and that intoxicated guests have arrangements to get home safely.