1 community alcohol partnership age-restricted sales training & support
TRANSCRIPT
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<Area> Community Alcohol Partnership
Age-Restricted Sales
Training & Support
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Today’s Training Session
1. Introductions – sharing our experiences2. Short film and discussion3. What the laws says4. Challenge 25 – No ID No Sale Scenarios5. Customer Handling – hints & tips6. How to further protect your business7. Question & Answer
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Why We’re Here
1. 45% of 11-15 year olds drink alcohol2. In 2001, 26% of 11-15 year olds drank alcohol in the
last week3. By 2011, that had fallen to 12%4. Of 15 year olds who drink, 24 % say they bought from
off-licenses, 17% from shops or supermarkets and 10% from pubs or bars
5. But Friends (24%) or Parents (22%) are the biggest source
6. <Insert any local relevant stats – ASB etc>
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Why We’re Here
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Why We’re Here
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Why We’re Here
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What the law says
It is a criminal offence to sell alcohol to a person who is
under 18
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What the law says
The physical seller, the premises license holder and the owner of the business may all be criminally liable
for any illegal sale
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What the law says – physical sellers
It is a defence if all reasonable steps had been
taken to establish the purchaser’s age
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What the law says – PLH / Owners
It is a defence if all due diligence had been
exercised to prevent the underage sale
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What the law says – sales by proxy
It is a criminal offence to buy or attempt to buy alcohol for a
person who is under 18
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What the law says – under 18s
It is a criminal offence if a person who is under 18 buys or attempts to buy alcohol
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Take a guess…
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But what if you guess incorrectly…?
17 14 15 18 16
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Challenge 25 - dealing with difficult
situations•Refusing a sale or asking someone for ID can be difficult and can put you and the customer under pressure
•People sometimes react in ways they wouldn’t normally because they’re under stress
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Stress
How might customers react if we refuse their alcohol sale?
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Stress
How might we be behaving when we refuse a sale?
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Tips on how to deal with refusing a sale
• Listen to the customer and don’t interrupt• Take a deep breath, keep calm and give
yourself a chance to think• Show you care - put yourself in their situation• Tell them what’s going to happen and why• Offer a solution • If you do not feel in control of the situation, calmly but firmly ask the person to leave
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Confident communication
•Remember the importance of first impressions and assumptions.
•Underage customers will be able to pick their “preferred” sales person just by reading your body language as you stand at the till.
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Confident communication
It is important to communicateconfidently if we need to refuse a sale:
• What type of words should we use ? • What tone should we use?• What type of body language?
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Make sure you
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How to………………….
1. Check the Hologram – is it genuine?2. Check the Photograph – is it of the customer?3. Check the Date of Birth – is the customer over
18?4. Check the Card – has it been tampered with?5. Are you satisfied?
Make the Sale
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Serve?or
Refuse?
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Serve?or
Refuse?
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Serve?or
Refuse?
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Quiz