Customer Interaction and Safety Flashcards
6 cards from real SMART SERVE 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 Interaction and Safety flashcards as text
A patron appears to have been drugged (not just drunk). What should the server do?
Answer: Call 911, keep the patron safe, preserve their drink for testing, and notify management
Signs of drugging (sudden extreme impairment inconsistent with consumption, confusion, loss of motor control) require immediate medical attention. Call 911, preserve the drink as evidence, and keep the patron safe.
What is 'last drink liability' and why should servers be aware of it?
Answer: The legal principle that the last establishment to serve an intoxicated person may bear the greatest liability
The establishment that served the 'last drink' before an incident often faces the greatest legal scrutiny, as they had the most recent opportunity to prevent over-service.
How should a server handle a patron who is quietly intoxicated but not causing any disturbance?
Answer: Stop alcohol service — intoxication level, not behavior, determines when to cut off
The legal obligation to stop serving is based on the patron's level of intoxication, not their behavior. A quiet, intoxicated person is still over-served and must be cut off.
A patron who has been cut off asks a sober friend to order drinks for them. What should the server do?
Answer: Refuse — serving the friend's drink to the intoxicated patron is still over-service
If the server reasonably believes the drink will be consumed by the cut-off patron, they should refuse the order. 'Third-party' ordering to circumvent a cut-off is still illegal over-service.
What is the best practice for a server noticing a patron drinking very quickly?
Answer: Slow service, engage in conversation, suggest food, and monitor for signs of intoxication
Rapid consumption can lead to sudden intoxication. Slowing service pace, suggesting food (which slows absorption), and engaging the patron in conversation are effective intervention strategies.
A group is having a celebration and pressuring a reluctant member to 'do shots.' What should the server consider?
Answer: The pressured person may not want to drink, and peer pressure doesn't override consent — serve based on individual willingness
No one should be pressured into drinking. The server can support the reluctant person by offering non-alcoholic alternatives and not participating in the group pressure dynamic.