Practical Verbal Activity: Part 2 OF 2
You are required to verbally answer the question below. Make sure you read the question carefully and practice your answer before starting your recording.
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In this assessment you are required to demonstrate the following:
You are required to verbally refuse alcohol to a difficult customer showing signs of intoxication.
In the video below you will witness the difficult customer not accepting your refusal of service and insisting that she can be served.
After watching the video below of this difficult customer, consider the following points when verbally refusing her again:
Use a firm voice
Use politeness in your response
State the legal consequences and make the patron aware of the appropriate signage about responsible drinking in the venue by pointing out signage.
Explain to the customer that they are welcome back another time
You can offer a non alcoholic drink
And finally, use conflict resolution skills and refer this difficult situation to an appropriate person in the venue. This might be your manager, security staff or senior member of staff working along side you.
You must include all six (6) dot points above in your verbal answer below.
Please practice and rehearse what you would say and when you are ready click the record button below to start your recording:
- verbally refuse alcohol to a difficult customer showing signs of intoxication
Read The Question
You are required to verbally refuse alcohol to a difficult customer showing signs of intoxication.In the video below you will witness the difficult customer not accepting your refusal of service and insisting that she can be served.
After watching the video below of this difficult customer, consider the following points when verbally refusing her again:
Use a firm voice Use politeness in your response State the legal consequences and make the patron aware of the appropriate signage about responsible drinking in the venue by pointing out signage. Explain to the customer that they are welcome back another time You can offer a non alcoholic drink And finally, use conflict resolution skills and refer this difficult situation to an appropriate person in the venue. This might be your manager, security staff or senior member of staff working along side you.Please practice and rehearse what you would say and when you are ready click the record button below to start your recording:
Give Your Answer
Click the "Start Recording" button below once you see your video feed in the box below.Don't see a video feed below? Click our "Helpful tips" link at the top of this page for instructions on how to get your camera working.
... You are now recording. Click Stop when you are done.