California Responsible Beverage Service (RBS) Alcohol Practice Exam

What is the appropriate response when refusing to serve alcohol to an obviously intoxicated customer?

1. "I can't serve you any more alcohol, it's against the law."

2. "You're too drunk to drink anymore."

3. "I am sorry. But I can get in trouble if I give you any more alcohol."

4. "I'll serve you water instead."

The correct answer is: "I am sorry. But I can get in trouble if I give you any more alcohol."

The most appropriate response in this scenario is one that conveys the reason for refusing service while remaining professional and respectful. Saying, "I am sorry. But I can get in trouble if I give you any more alcohol," communicates not only the refusal but also the rationale behind it: legal responsibility. This answer reflects the seriousness of the situation and reinforces the idea that the decision is rooted in a legal obligation. This approach frames the refusal as a necessary action due to the regulations that govern beverage service, which helps to clarify that the decision is not personal but rather a requirement of the job. It also has the potential to maintain the customer's dignity while still upholding important service standards. Responses that merely state the refusal without context, such as stating someone is "too drunk" or citing personal feelings about legal troubles, may come off as condescending or lack the necessary explanation that helps in understanding the policy on serving alcohol to intoxicated individuals. While offering an alternative like water might be well-intentioned, it does not directly address the refusal in a clear or respectful manner compared to the chosen response.