TAM CARD

What is the legal age to sell alcohol in NV?

21

Nevada's IDs have:

2D barcode Digitalized image and signature Under 21 is vertical with bright yellow bar

80 proof ethanol=

40% alcohol

A 12 ounce beer is equivalent to:

A 5 ounce glass of wine, 1.5 ounces of 80-86 proof liquor

What is a diligent inquiry?

A truly dedicated effort to establish beyond doubt that the potential customer is of legal age to purchase, possess, or consume alcohol beverages.

BAC is always changing because:

Absorption, Distribution and Elimination all happen at the same time.

The federal Alcohol and Tobacco Tax and Trade Bureau is involved in what?

Alcohol production and taxation of tobacco

12 oz beer, 5 oz wine, 1.5 oz liquor

All have approximately same amount of pure alcohol, 1/2 oz.

Blood Alcohol Level (BAC)=

Amount of alcohol in bloodstream.

What does sizing up the customer mean?

Approach them and greet with a smile, take a good look at the person, size up the individual. Is the customer of age? Sober? Gender? Fat? Small? Muscular?

If the birthdate and expiration date are correct, what should you do if the person looks under 21?

Ask for another piece of identification

After you have made it clear to the intoxicated customer that you are in control, he is still questioning why you cannot sell him alcohol. What do you do?

Assert the law and your establishment's policy. You should let your customers know that you care about their safety and want them to return in the future.

Pointers in M.A.A.M:

Be assertive but friendly, like you want their future business Never touch the customer when you are removing drinks from sight Move on but keep the customer out of the corner of your eye. Do not make them feel that you are trying to insult, cause an argument, or put you in danger. If customer has other items, ring them up and complete the sale quickly so they can move on with dignity.

Which organs can be damaged by excessive alcohol use over a long period of time?

Brain, Liver, Stomach, Heart

After checking the birthdate on an ID what do you do next?

Check the expiration date

Alcoholism includes four symptoms:

Craving, Loss of control, Physical dependence (nausea, sweating, shaking, etc.), Tolerance

Post occurrences in daily log:

Date and time, Description of person, What happened, Actions taken + Results, Possible witnesses

Alcohol is a:

Depressant

Observe details in S.T.O.P

Description of customer, Time of occurrence, Information from ID that might have been presented

Stay in the establishment:

Do not go after customer

In order to calm a potentially violent customer:

Do not raise your voice, Do not become involved in the argument, Do not take sides, Be firm, Apologize for anything that might have upset the customer, Remove all glass/potential weapons

How to handle abusive customers:

Do not raise your voice, Refer customer to manager, Dont interfere if they commit criminal act, Write down details in log, Notify management or police

What are some ways to avoid physical violence or customer disturbances in your establishment?

Eavesdrop on conversations, Don't offer specials that encourage excessive intoxication, Pay attention to everything going on, Dont serve customers to the point of intoxication

What does rating the customer mean?

Establishing pace of drinking that prevents customer from becoming intoxicated.

When refusing someone who might be underaged:

Explain to them you could lose your job/it is against the law. Offer a non alcoholic beverage. Be nice, but firm. Notify others in the establishment of the underaged person and your decision. Record it in the log.

In Nevada, a server can be held liable in a civil court for injuries inflicted by an intoxicated person over the age of 21 whom they served.

False

What affects the rate of absorption of alcohol?

Food, Carbonated beverages, Anxiety, Dehydration

The length of time it takes to eliminate alcohol depends on:

How much alcohol and how fast someone consumed it. Nothing can speed up the process of eliminating alcohol.

M.A.A.M is:

How to solve issues quickly, quietly, and legally without embarrassing or concerning other customers, disrupting business, or leaving you open for trouble.

Questions to ask:

Hows your luck today? What have you been doing today? See any good shows / go to any good restaurants?

Broken-record method:

Repeat your goals until they are completed. "Yes I apologize for the inconveniences, but can we move our way to the door please."

The girl who looks under 21 has proper identification, she signed the correct signature and everything matches up. What now?

Ring up the purchase. As long as she is not intoxicated, it is okay to sell her the alcohol because you did everything you could to make sure she was of age.

What do you see as the biggest concern facing sellers of beverage alcohol?

Sales to underage persons, Sales to intoxicated persons, Disturbances

Ways to make sure birthdate is correct on ID?

See if it matches the rest of the writing on the ID

Verification of age is whose responsibility?

Seller/Server

What is S.I.R?

Size up the customer, Interview before every drink order, Rate before serving

The majority of alcohol is consumed through the:

Small intestine

Temper control:

Stay calm, Never touch the customer, Avoid insults and arguments, State the law, Remember your limits and limits of your authority

What is S.T.O.P?

Stay in the establishment, Temper control, Observe details, Post details in the daily log

What to do when a customer is in the red zone?

Stop service and remove drinks

Before an argument starts:

Tell customers loud screaming, fighting, etc. is not allowed in the establishment and they will be monitored from now on and later removed from the restaurant if it continues.

Tolerance is:

The ability to mask outward signs of intoxication

How can you sober up an intoxicated person?

The only thing is time

Alcohol affects older people quicker because:

There is a decrease in lean body mass versus total volume of fat. Decrease in total body volume increases distribution of alcohol.

What are the signs someone is trying to use a fake ID?

They are overly confident/friendly, They cannot look you in the eye, They say they have no other form of ID but have a large wallet, They are nervous

1/2 oz. of Vodka, 1/2 oz. of Rum, 1-1/2 oz. of triple sec, Mix, juices, etc. =

Three drinks

24 oz. draft of Beer=

Three or more standard drinks

Long Island Iced Tea: 1 oz. Vodka, 1 oz. Rum, 1 oz. Tequila, 1 oz. Gin, 1 oz. Triple Sec=

Three or more standard drinks

BAC=

Total number of drinks X Effect by Weight - Elimination of HoursXEffect / 100

Any medications can interact with alcohol, leading to increased risk of illness, injury, or death.

True

DRAM shop liability compensates third-party victims injured or killed by intoxicated persons

True

Even common medications like Aspirin can cause a bad reaction to alcohol

True

Food, anxiety, and dehydration can speed up or slow down alcohol consumption

True

Higher percentage of body fat causes alcohol to be absorbed into the blood, whereas higher percentage of muscle causes alcohol to be absorbed out of the bloodstream.

True; fat people get drunk quicker

6 oz. Port Wine (20% alch. by volume)=

Two drinks

Bloody Biker: 3 oz. Vodka, ect. =

Two drinks

Classic Martini: 2 1/2 oz. of Gin, 1/4 oz. dry vermouth, ect. =

Two drinks

Serving an intoxicated individual is:

Unethical and illegal

Alcohol crosses into the bloodstream with:

Water

How to establish trust:

When speaking, ask questions that lead to conversation, not yes or no answers, Look directly in the eye, Listen, Has person had anything to eat? If so, what and how long ago?

Do women become intoxicated faster than men?

Yes

Is it possible to affect your heart rate by drinking a great deal of alcohol over a long period of time?

Yes

Licensees are responsible for everything an employee does on the premises?

Yes

Does everyone eliminate alcohol at the same rate?

Yes, approximately 1 drink per hour. People consume at different rates.

Alcohol regulations vary from state to state?

Yes.

Can a person's mood affect the consumption of alcohol?

Yes. Stress/anxiety slow it down, while happy/upbeat people appear intoxicated quicker.

Attitude in M.A.A.M:

must be friendly and fun

Move in M.A.A.M:

the alcohol out of customers reach in smooth, calm manner

Assert in M.A.A.M:

the law and store policy

Move on in M.A.A.M:

to other customers or other work and possibly Manager notification. Let them feel that it is a final decision and that you are busy.

DRAM is:

"Duty of care" to not sell beverages to underage or intoxicated persons, as well as responsibility of patron to not drive while intoxicated or attempt to purchase/consume alcohol when intoxicated

Signs of alcohol poisoning:

-Mental confusion -stupor -coma -person cannot be roused -vomiting -seizures -slow breathing -hypothermia -paleness or bluish skin color

Which part of the body stays closed and keeps alcohol from passing directly into the intestines while food is being digested?

Pyloric Valve

What does interviewing the customer mean?

If person is under 30, ask for identification

What to say to prevent disturbances when refusing customers:

Im sorry, its against the law, I can be fined and lose my job, Is there anything else I can get for you, I'd be happy to hold onto this while you go get your ID

The customer notices you have slid the alcohol away from him and out of reach. He starts to question why you are doing this. How do you respond?

In a calm, but firm professional manner, tell him that it is not a good idea for him to purchase more alcohol.

What should you do if customers start an argument?

Intervene as soon as possible

An ID is probably fake if:

It says ID Card instead of Identification Card

What should you do to achieve establishment safety?

Know procedures for dealing with situations when they do occur, Avoid potentially harmful situations by not overseeing customers

How to ensure relationship with customer:

Know which beverages pair well with food, Know tastes, preparation, and pronunciation of menu items, Know ingredients of beverages, Ask questions and actively listen to customers to guide them towards proper choices, Practice suggestive selling, Suggest premium brands when possible, Make eye contact with customer, thank them for coming, invite them to return.

What is the first sign of intoxication?

Lowered inhibitions

Hospitality is:

Making sure your customers feel accommodated, safe, and welcomed

Whose responsibility is it to define policies and procedures?

Management

Alcohol affects men differently because:

Men have more body water content, so women have higher alcohol content circulating in bloodstream.

What obligation do staff and management have at protecting the safety of their customers?

Moral and legal obligation

The intoxicated customer is standing at the checkout hoping to convince you that he is okay to purchase alcohol. What do you do next?

Move on to other work.

Is a student ID a valid form of identification to purchase alcohol?

No

How do you know a customer is okay to sell alcohol to?

Of legal age, Not intoxicated, Not selling to minors off premises No time or day restrictions in effect on alcohol sales

Ways to stop people from becoming more intoxicated:

Offer food, Slow down service, Suggest non-alcoholic services

What differentiates DRAM liability from general liability?

Offers compensation for third party victims involved in accidents by intoxicated persons/minors. Criminal penalties imposed upon establishment's owner and you.

Bloody Mary 1 1/2 Vodka, etc. =

One drink

12 oz. beer=

One standard drink

The best way to prevent disturbances:

Prevent intoxication Use S.I.R. constantly