Question 1: Warning

A patron approaches the bar at midnight and demands a shot. He does not appear to be intoxicated and this is the first drink the patron has ordered. However, it is against your venue's House Policy to serve shots after midnight.

Part 1

As it is against House Policy to serve drinks in this manner, you need to refuse service of the shots.

Remember, this isnota full refusal of service due to signs of intoxication, this is a refusal to serve a specific type of drink the patron ordered, as it is against House Policy.

In your response you will demonstrate how you would communicate with the patron by talking to the Assessor as though they are the patron. Give the patron aWARNINGabout ordering drinks that are against the venue's House Policy.

In your responsemake sure to:

• Use the appropriate tone of voice;
• Give the patron aWARNING; and
• Make attempts to defuse the situation.