PROSERVE MAIN EXAM SCRIPT 2025/2026 QUESTIONS
AND ANSWERS RATED A+
✔✔In this program, duty of care means - ✔✔that you have a responsibility to your
customers to make sure liquor is sold or served in a safe and responsible way. You
must make sure that no one is hurt because of the way you've done your job. Think of
duty of care as your duty to care about your customers.
✔✔courts of law expect workers in the liquor service industry to - ✔✔sell and serve
liquor safely. Insurance companies may also expect workers and volunteers to take
responsible liquor service training.
✔✔People who buy and drink liquor sometimes drink so much that they are not in
control of what they say and do. They may make poor choices that could cause them to
hurt themselves or other people, or to put themselves in dangerous situations. -
✔✔Because of this, servers, retailers, managers and owners are expected to do what
they can to protect their customers and guests from drinking too much liquor and
making poor choices that could cause harm to themselves or someone else.
In law, this is called a duty of care.
✔✔As a manager, supervisor or special event host, how will I know when I have a duty
of care? - ✔✔When following laws and policies to do business or have an event.
When servers report a problem with someone who may be intoxicated by liquor or a
drug.
To help staff or volunteers to slow service when needed, or to say "No" (stop service) to
people who appear to be intoxicated.
To help staff or volunteers manage problem customers or guests who may be
intoxicated.
To help deal with a customer or guest who may be intoxicated, but insists on driving.
Training staff to make sure that liquor is not sold, served or given to minors.
✔✔As a manager, supervisor or special event host, how can I do my duty of care when
I am at work? - ✔✔Work with other staff to make house policies for safe service. Make
sure these policies are followed during all hours of operation.
Working in less crowded areas and having enough staff on shift means it is easier to
watch how much customers or guests have had to drink. This helps staff notice when
someone appears to be intoxicated by liquor or a drug, so problem situations can be
dealt with quickly and safely.
,I can have a plan to help people who appear to be intoxicated by liquor or a drug get
home in a safe way. Help all workers know what to do before their shift starts.
I can help new workers to do their duty of care when a customer who appears to be
intoxicated comes in.
I need to make sure all workers are trained to check ID and know how to stop selling or
serving to guests who are intoxicated but want to buy liquor.
✔✔As a worker, how will I know when I have a duty of care? - ✔✔When a customer or
guest who appears to be intoxicated enters your place of work or comes to the special
event you're volunteering at.
When you have to stop liquor service to a customer or guest.
When a customer who appears to be intoxicated leaves your place of work or special
event.
When a guest who appears to be intoxicated tries to buy liquor or asks another guest to
buy or order liquor after service was stopped.
When an underage guest asks for a drink, tries to buy liquor from you, or accepts
delivery of liquor for someone else.
When you need to ask a customer who may be intoxicated to leave your event or place
of work.
✔✔As a worker, how can I do my duty of care when I am at work? - ✔✔I should think
about how my customers will get home safely at the end of the evening. I can be ready
to help them get a cab or other safe way home.
I need to know how to stop liquor service or sales to customers who appear to be
intoxicated and want to buy liquor.
I need to be aware of how much my customers have had to drink, and watch for signs
that they may be intoxicated.
I need to know how to ask for and check ID.
I need to know and follow house policies at work. Working with my co-workers, as a
team will help make the night safe and fun for all.
✔✔Whether you are an employee or someone who sells liquor as part of a fundraiser,
you are responsible to look after customers in the best way you can to make sure that
they do not cause any harm to themselves, to anyone else, or to property.
,If you do not do your duty of care to your customers, you can be - ✔✔legally
responsible for any harm or damage they may cause.
You can exercise duty of care to your customers by:
Preventing them from getting intoxicated.
Keeping them safe from harm and preventing them from doing harm to other people.
✔✔Intoxicated - ✔✔Alcohol is an intoxicant and it is in liquor beverages like wine, beer,
spirits, liqueurs, coolers and ciders. When a person drinks liquor, the alcohol goes into
their body. If a person drinks liquor faster than their body can get rid of the alcohol, they
will become intoxicated. People who are intoxicated behave and think differently than
they normally would. (People often use the word 'drunk' in place of the word
intoxicated.)
✔✔When you are at work, you must prevent your customers or guests from becoming
intoxicated. You must also do your best to keep customers or guests from hurting
themselves or from hurting others. - ✔✔Intoxication and signs of intoxication will be
discussed in detail later in this course.
You must also do what you can to make sure no foreseeable harm comes to anyone.
✔✔Foreseeable harm is - ✔✔any sort of danger that you can reasonably expect or
imagine happening because of what is going on now.
An example of this would be when a customer drives while intoxicated, and then causes
a car accident. Another example would be if a customer who's intoxicated bumps into
another customer, hurting one or both of them.
✔✔Foreseeable harms can happen when someone who is intoxicated hurts
themselves, others or causes property damage. This is because it is reasonable to
expect that the person who is intoxicated could hurt someone, themselves and/or cause
damage to property because they are unable to make good choices or control what they
do. - ✔✔Foreseeable harms can be prevented if workers take care to sell and serve
liquor in safe and responsible ways.
✔✔Everyone who works in a place that sells or serves liquor has a duty of care to their
customers and guests who are intoxicated. - ✔✔You must do what you can to prevent
foreseeable harm to the customer who's been drinking and to the people around them,
even after they leave. The point at which your duty of care ends is not defined, and is
something you may want to discuss with a lawyer.
, ✔✔Things that you can do to keep yourself, your co-workers, customers and others
safe are called - ✔✔preventative or proactive steps.
✔✔Here are some proactive steps that you can take to protect yourself, co-workers,
customers and others from foreseeable harm and carry out your duty of care if you work
in a liquor store, or if you're in a management or supervisor position.
If you are a liquor store retailer, - ✔✔Say "No" to customers who appear to be
intoxicated, but try to buy more liquor.
Offer to call a taxi, a sober friend of the customer or a family member to come and pick
up customers who appear to be intoxicated.
Call the police if a customer who seems intoxicated insists on driving. Give the model,
colour and licence plate of the vehicle, and the direction it is traveling in.
Always ask customers to show ID if they appear to be under 25 years of age. Never sell
liquor to minors or adults who you think may be buying liquor for minors.
Do not allow minors to be in a Minors Prohibited licensed area unless they are with their
parent, guardian or spouse who is over 18 years of age.
Tell your manager about any of these situations. Fill out an incident report.
✔✔Here are some proactive steps that you can take to protect yourself, co-workers,
customers and others from foreseeable harm and carry out your duty of care if you work
in a liquor store, or if you're in a management or supervisor position.
If you are a manager, supervisor or special event host - ✔✔Make sure your house
policies show duty of care to customers, guests, staff and the general public.
Train new workers and supervise them as they work.
Always ask for ID from customers who appear to be under 25 years old.
Don't allow minors to be in a Minors Prohibited licensed area.
Support workers' decisions to stop service or say "No" to customers who do not seem
sober when they try to order or buy liquor.
Help customers who appear to be intoxicated to call a cab, a sober friend or a family
member to get them home safely.
Help workers deal with problem customers or customers who appear intoxicated.
Call the police if a customer refuses to leave your event or place of work after being
asked to do so, or if the customer becomes violent.
AND ANSWERS RATED A+
✔✔In this program, duty of care means - ✔✔that you have a responsibility to your
customers to make sure liquor is sold or served in a safe and responsible way. You
must make sure that no one is hurt because of the way you've done your job. Think of
duty of care as your duty to care about your customers.
✔✔courts of law expect workers in the liquor service industry to - ✔✔sell and serve
liquor safely. Insurance companies may also expect workers and volunteers to take
responsible liquor service training.
✔✔People who buy and drink liquor sometimes drink so much that they are not in
control of what they say and do. They may make poor choices that could cause them to
hurt themselves or other people, or to put themselves in dangerous situations. -
✔✔Because of this, servers, retailers, managers and owners are expected to do what
they can to protect their customers and guests from drinking too much liquor and
making poor choices that could cause harm to themselves or someone else.
In law, this is called a duty of care.
✔✔As a manager, supervisor or special event host, how will I know when I have a duty
of care? - ✔✔When following laws and policies to do business or have an event.
When servers report a problem with someone who may be intoxicated by liquor or a
drug.
To help staff or volunteers to slow service when needed, or to say "No" (stop service) to
people who appear to be intoxicated.
To help staff or volunteers manage problem customers or guests who may be
intoxicated.
To help deal with a customer or guest who may be intoxicated, but insists on driving.
Training staff to make sure that liquor is not sold, served or given to minors.
✔✔As a manager, supervisor or special event host, how can I do my duty of care when
I am at work? - ✔✔Work with other staff to make house policies for safe service. Make
sure these policies are followed during all hours of operation.
Working in less crowded areas and having enough staff on shift means it is easier to
watch how much customers or guests have had to drink. This helps staff notice when
someone appears to be intoxicated by liquor or a drug, so problem situations can be
dealt with quickly and safely.
,I can have a plan to help people who appear to be intoxicated by liquor or a drug get
home in a safe way. Help all workers know what to do before their shift starts.
I can help new workers to do their duty of care when a customer who appears to be
intoxicated comes in.
I need to make sure all workers are trained to check ID and know how to stop selling or
serving to guests who are intoxicated but want to buy liquor.
✔✔As a worker, how will I know when I have a duty of care? - ✔✔When a customer or
guest who appears to be intoxicated enters your place of work or comes to the special
event you're volunteering at.
When you have to stop liquor service to a customer or guest.
When a customer who appears to be intoxicated leaves your place of work or special
event.
When a guest who appears to be intoxicated tries to buy liquor or asks another guest to
buy or order liquor after service was stopped.
When an underage guest asks for a drink, tries to buy liquor from you, or accepts
delivery of liquor for someone else.
When you need to ask a customer who may be intoxicated to leave your event or place
of work.
✔✔As a worker, how can I do my duty of care when I am at work? - ✔✔I should think
about how my customers will get home safely at the end of the evening. I can be ready
to help them get a cab or other safe way home.
I need to know how to stop liquor service or sales to customers who appear to be
intoxicated and want to buy liquor.
I need to be aware of how much my customers have had to drink, and watch for signs
that they may be intoxicated.
I need to know how to ask for and check ID.
I need to know and follow house policies at work. Working with my co-workers, as a
team will help make the night safe and fun for all.
✔✔Whether you are an employee or someone who sells liquor as part of a fundraiser,
you are responsible to look after customers in the best way you can to make sure that
they do not cause any harm to themselves, to anyone else, or to property.
,If you do not do your duty of care to your customers, you can be - ✔✔legally
responsible for any harm or damage they may cause.
You can exercise duty of care to your customers by:
Preventing them from getting intoxicated.
Keeping them safe from harm and preventing them from doing harm to other people.
✔✔Intoxicated - ✔✔Alcohol is an intoxicant and it is in liquor beverages like wine, beer,
spirits, liqueurs, coolers and ciders. When a person drinks liquor, the alcohol goes into
their body. If a person drinks liquor faster than their body can get rid of the alcohol, they
will become intoxicated. People who are intoxicated behave and think differently than
they normally would. (People often use the word 'drunk' in place of the word
intoxicated.)
✔✔When you are at work, you must prevent your customers or guests from becoming
intoxicated. You must also do your best to keep customers or guests from hurting
themselves or from hurting others. - ✔✔Intoxication and signs of intoxication will be
discussed in detail later in this course.
You must also do what you can to make sure no foreseeable harm comes to anyone.
✔✔Foreseeable harm is - ✔✔any sort of danger that you can reasonably expect or
imagine happening because of what is going on now.
An example of this would be when a customer drives while intoxicated, and then causes
a car accident. Another example would be if a customer who's intoxicated bumps into
another customer, hurting one or both of them.
✔✔Foreseeable harms can happen when someone who is intoxicated hurts
themselves, others or causes property damage. This is because it is reasonable to
expect that the person who is intoxicated could hurt someone, themselves and/or cause
damage to property because they are unable to make good choices or control what they
do. - ✔✔Foreseeable harms can be prevented if workers take care to sell and serve
liquor in safe and responsible ways.
✔✔Everyone who works in a place that sells or serves liquor has a duty of care to their
customers and guests who are intoxicated. - ✔✔You must do what you can to prevent
foreseeable harm to the customer who's been drinking and to the people around them,
even after they leave. The point at which your duty of care ends is not defined, and is
something you may want to discuss with a lawyer.
, ✔✔Things that you can do to keep yourself, your co-workers, customers and others
safe are called - ✔✔preventative or proactive steps.
✔✔Here are some proactive steps that you can take to protect yourself, co-workers,
customers and others from foreseeable harm and carry out your duty of care if you work
in a liquor store, or if you're in a management or supervisor position.
If you are a liquor store retailer, - ✔✔Say "No" to customers who appear to be
intoxicated, but try to buy more liquor.
Offer to call a taxi, a sober friend of the customer or a family member to come and pick
up customers who appear to be intoxicated.
Call the police if a customer who seems intoxicated insists on driving. Give the model,
colour and licence plate of the vehicle, and the direction it is traveling in.
Always ask customers to show ID if they appear to be under 25 years of age. Never sell
liquor to minors or adults who you think may be buying liquor for minors.
Do not allow minors to be in a Minors Prohibited licensed area unless they are with their
parent, guardian or spouse who is over 18 years of age.
Tell your manager about any of these situations. Fill out an incident report.
✔✔Here are some proactive steps that you can take to protect yourself, co-workers,
customers and others from foreseeable harm and carry out your duty of care if you work
in a liquor store, or if you're in a management or supervisor position.
If you are a manager, supervisor or special event host - ✔✔Make sure your house
policies show duty of care to customers, guests, staff and the general public.
Train new workers and supervise them as they work.
Always ask for ID from customers who appear to be under 25 years old.
Don't allow minors to be in a Minors Prohibited licensed area.
Support workers' decisions to stop service or say "No" to customers who do not seem
sober when they try to order or buy liquor.
Help customers who appear to be intoxicated to call a cab, a sober friend or a family
member to get them home safely.
Help workers deal with problem customers or customers who appear intoxicated.
Call the police if a customer refuses to leave your event or place of work after being
asked to do so, or if the customer becomes violent.
