Washington MAST (Mandatory Alcohol Server Training) Practice Exam

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When refusing service, you should:

Use 'I' statements and focus on the law
Use 'you' statements and focus on personal opinions
Ignore the customer until they leave
Provide unsolicited advice

The correct answer is: Use 'I' statements and focus on the law

When refusing service, it is important to use "I" statements in order to avoid conflict and confrontation. Focusing on the law instead of personal opinions also helps to maintain a professional and objective approach. Using "you" statements may come across as accusatory or confrontational, leading to a potentially negative interaction with the customer. Ignoring the customer until they leave or providing unsolicited advice is not appropriate or professional when refusing service. Instead, use "I" statements and explain the reasons for refusing service in a calm and respectful manner.