Responsible Service of Alcohol (RSA) Practice Test — All Questions

What is the best way to refuse service to a patron?

• a.Wait until they are heavily intoxicated and then argue
• b.Refuse loudly and insult them
• c.Serve them one more drink first
• d.Refuse early, politely and firmly, explain the reason, and offer alternatives such as water, food or help with transport✓

Refusing service early, before a patron is heavily affected, makes it easier and safer. Stay calm and polite, briefly explain the legal reason, avoid arguing, and offer options such as water, food, or help arranging safe transport.

A sober customer is clearly trying to buy drinks on behalf of an intoxicated friend who was just refused. You should:

• a.Refuse the sale, because supplying that drink to the intoxicated person is still not allowed✓
• b.Serve it, since the buyer is sober
• c.Serve a double instead
• d.Ignore where the drink is going

Serving a drink that you know is intended for an intoxicated person is still unlawful supply, even if the buyer is sober. Staff must consider who the alcohol is really for and refuse if it is destined for an intoxicated patron or a minor.

If a refused patron becomes aggressive, a responsible approach is to:

• a.Match their aggression
• b.Stay calm, avoid arguing, keep a safe distance and seek help from security or a manager if needed✓
• c.Serve them to calm them down
• d.Turn the situation into a public argument

Keeping calm, not arguing and maintaining a safe distance helps de-escalate an aggressive patron. If the situation cannot be safely managed, get support from security or a manager, and follow the venue's incident procedures.