Download Serve it Right BC Test Questions And Answers and more Exams Customer Relationship Management (CRM) in PDF only on Docsity!
Serve it Right BC Test Questions And
Answers
How to minimize your legal risk - Correct Answer Correct Answer ✔️ ✔️ -Control the environment in the establishment. -Serve no one to the point of intoxication; refuse entry to and remove intoxicated people. -Ensure an intoxicated patron has a safe ride home. -Do not serve or sell alcohol to minors or intoxicated patrons. -Regularly review the Act, Regulation, and terms and conditions of licences. -Call the police when necessary. All of British Columbia's licensed establishments are required by law to ask anyone who appears to be under the age of 19 for: - Correct
Answer Correct Answer ✔️ ✔️ two pieces of ID, at least one with a photo Incidents with minors, intoxicated or problem patrons should be recorded in a logbook that: - Correct Answer Correct Answer ✔️ ✔️ includes relevant sales slips, if available
What are three main components that ensure an effective RBS program
- Correct Answer Correct Answer ✔️ ✔️ professional environment, coordinated teamwork and intervention strategies. A written policy is: - Correct Answer Correct Answer ✔️ ✔️ a serious document that should be read and discussed by staff. There are three main types of problem customers: - Correct Answer Correct Answer ✔️ ✔️ -underage customers/minors
-inherited or chronic drinkers -known troublemakers
Follow these three steps to intervene and deal with difficult situations:
- Correct Answer Correct Answer ✔️ ✔️ step 1: Monitor behaviour and slow down service step 2: Seek assistance and discontinue service step 3: Ensure that customers arrive home safely Here is a systematic procedure for dealing with difficult situations. - Correct Answer Correct Answer ✔️ ✔️ 1. Assess the situation
- Identify a backup co-worker
- Create a plan to speak to the guest
- Execute the plan quickly, firmly and fairly
- Choose your words carefully -Cite the house policy, saying, "I have no choice, it's the law," or "I may lose my job if I break this policy."
- Remove alcohol
- Defuse negative confrontations
- Listen and empathize
- Be prepared to help the guest if necessary
- Stay in the room If your efforts to provide alternate transportation, an intoxicated guest somehow manages to get in a vehicle and drive away, what do you do?
- Correct Answer Correct Answer ✔️ ✔️ -write down the description of the car -tay in the room after the guest leaves the establishment -Make sure you communicate with your co-workers about the intervention -Record the incident in the logbook and attempt to get statements from at least two unbiased witnesses
- Suggest alternative activities
- Monitor the pace of alcohol consumption
- Actively discourage excessive drinking
- Maintain open lines of communication and visible manager support incident report - Correct Answer Correct Answer ✔️ ✔️ is a written record of any event that has occurred in an establishment that could result in future legal action. Intervention - Correct Answer Correct Answer ✔️ ✔️ is when a server, manager or licensee ensures that service to an intoxicated patron is discontinued and that the guest gets home safely. List three ways to identify fraudulent ID - Correct Answer Correct Answer ✔️ ✔️ -Optical Variable Device
-Micro and Rainbow Printing -Ultraviolet Designs
-Magnetic Stripe -Barcodes -Laser Engraving and Raising of Features -Ghosted Image -Polycarbonate Cardstock -Elaborate Graphic Designs -Larger Type -Additional Text for Drivers Licence Holders Under 19 List the important details to include in an incident log - Correct Answer Correct Answer ✔️ ✔️ key details are captured and that all sales records associated with the incident are preserved. Details should include the time, place, date and nature of the incident, a description of the parties involved, the action taken, the names of witnesses and any other pertinent information.
-If she did manage to drive away, staff should call the police with a description of the car before an accident occurs Who might be held liable if a customer injures or kills someone? Explain why. What legislation might be referred to in court regarding this case?
- Correct Answer Correct Answer ✔️ ✔️ -The staff involved and/or the licensee could be held liable.
-The staff did not meet their obligations for the sale and service of alcohol in BC. ----Always refer to the Liquor Control and Licensing Act and the BC Occupier's Liability Act the Liquor Control and Licensing Act - Correct Answer Correct Answer ✔️ ✔️ you may not sell liquor to minors, you must ask for two pieces of ID, and you must not sell liquor to an intoxicated person
BC Occupier's Liability Act - Correct Answer Correct Answer ✔️ ✔️ the duty of care was not met with the patron and those she may have injured The importance of a house policy to support responsible beverage service? - Correct Answer Correct Answer ✔️ ✔️ -Provides licensees, managers and staff with the appropriate procedures to use in different alcohol-service situations. -Shields your establishment from unwanted lawsuits. -creates customer awareness and shows that you and your staff are responsible and professional. How to be an effective team member in implementing RBS - Correct Answer Correct Answer ✔️ ✔️ -Everyone in the staff has a role in RBS. -Share information to help identify problematic behaviour. -Serve as a backup or witness.
Who needs SIR? - Correct Answer Correct Answer ✔️ ✔️ Food- primary licensees and managers; liquor-primary licensees, managers, servers and bartenders; private liquor store licensees, managers and sales staff; some special occasion licence holders. What characterizes the modern view of alcohol? - Correct Answer Correct Answer ✔️ ✔️ People are concerened about overconsumption and public safety. Servers are viewed as increasing responsible for alcohol-related industries in courts. The impact of a responsible beverage service program - Correct Answer Correct Answer ✔️ ✔️ -Eliminates sale and service of alcohol to minors. -Reduces over-consumption in licensed premises. What is intoxication? - Correct Answer Correct Answer ✔️ ✔️ An observed state caused by the consumption of alcohol and featuring imparied judgement, loss of control and inhibitions.
How to recognize intoxication and the over-consumption of alcohol - Correct Answer Correct Answer ✔️ ✔️ -Intoxication is an observed state -early signs including impaired judgement, loss of self-control and inhibitions. -Possible signs include stumbling, poor hand-eye coordination, changes in speech and nausea. -Make an initial assessment and watch for a change in behaviour or abnormal behaviour. What are some factors altering intoxication? - Correct Answer Correct Answer ✔️ ✔️ Age, gender, body type, mood
When is a person considered legally impaired? - Correct Answer Correct Answer ✔️ ✔️ When blood alcohol concentration exceeds 0.08%.
What are the consequences of failure to meet SIR obligations? - Correct Answer Correct Answer ✔️ ✔️ LCLB can impose conditions, moderate licenses. Establishments may be allocated up to 50% of fault for damage done by intoxicated persons. they may have to pay up to all the damages if client unable. How to minimize legal risk? - Correct Answer Correct Answer ✔️ ✔️ Control environment, serve no one who's intoxicated, keep people safe, don't serve minors, review act, call police when necessary What are the key aspects of a successful beverage service program? - Correct Answer Correct Answer ✔️ ✔️ Professional environment, coordinated teamwork, intervention strategies, house policy, pleasant experience, marketing the RBS program what is the purpose of a house policy? - Correct Answer Correct Answer ✔️ ✔️ Provide workers with practical tactics that can be
used in different alcohol-service situations, showcase professionalism, etc. What is the role of staff in creating responsible service? - Correct Answer Correct Answer ✔️ ✔️ Controlling rate of service, monitoring patron behaviour, selling profitable alternatives, create friendly atmosphere How can the RBS program be promoted? - Correct Answer Correct Answer ✔️ ✔️ Displays, show of written policy, designated driver program How is coordinated teamwork implimented? - Correct Answer Correct Answer ✔️ ✔️ Identify co-workers, identify problem customers, record incidents, share information. How do you check for ID? - Correct Answer Correct Answer ✔️ ✔️ Ask for two pieces, ensure it is valid
on drive, communicate with cowaorkers on intervention, record incident in logbook and get witnesses (at least 2 unbiased) What is the impact of a responsible beverage service program - Correct Answer Correct Answer ✔️ ✔️ - Eliminates sale and service of alcohol to minors.
- Reduces over-consumption in licensed premises. What is a responsible beverage service program designed to do? - Correct Answer Correct Answer ✔️ ✔️ to reduce alcohol- related problems in establishments licensed to sell or serve alcohol. What is the difference between a food-primary licence and a liquor- primary licence? - Correct Answer Correct Answer ✔️ ✔️ - A food-primary licence is issued to restaurants where the service of food is the primary focus.
- a liquor-primary licence is hospitality, entertainment or beverage service at an establishment
On whom are courts placing increased responsibility to provide responsible beverage service? - Correct Answer Correct Answer ✔️ ✔️ - Increased responsibility is being placed on owners, managers and staff to provide responsible beverage service. In order to operate a motor vehicle in BC, your blood alcohol concentration (BAC) cannot be at or above: - Correct Answer Correct Answer ✔️ ✔️ .05% BAC
What are three signs of intoxication? - Correct Answer Correct Answer ✔️ ✔️ slurred speech inappropriate speech volume sweating A person who is legally impaired with a blood alcohol concentration of .08% takes how many hours to become sober? - Correct Answer Correct Answer ✔️ ✔️ more than five hours to become completely sober.
