| 1 | Be able to take customers orders | 1.1 | Deal with customers in order of arrival where possible |
| 1.2 | Maintain focus on the customer and their needs |
| 1.3 | Offer customers accurate information on available drinks |
| 1.4 | Take the opportunity to maximise sales through up-selling in line with current best practice and or legislation |
| 1.5 | Identify customer requirements accurately and offer them drink accompaniments appropriate to the type of drink |
| 1.6 | Provide alcoholic drinks to permitted people only |
| 1.7 | Deal with customer incidents effectively and inform the proper person where necessary |
| 2 | Understand how to take customers orders | 2.1 | State the Licensing Objectives relevant to the country working within |
| 2.2 | State current relevant legislation to licensing and weights and measures |
| 2.3 | State why it is important to check glassware for damage |
| 2.4 | Explain why drinks should be stored at the correct temperature |
| 2.5 | Describe how to deal with violent/disorderly customers |
| 2.6 | Explain why it is important to offer customers accurate information e.g. about strength of drinks and their basic characteristics |
| 2.7 | State why it is important to offer customer accurate information about special offers and promotions |
| 2.8 | State what legal measures must be used to serve alcohol and why they must be used |
| 2.9 | State what law is in relation to serving underage drinkers and how this affects the bar staff |
| 2.10 | State what law is in relation to the times of day/night that alcohol may be served |
| 2.11 | Describe symptoms that indicate when a customer has drunk excessive amounts and what are the legal responsibilities are in relation to this |
| 2.12 | State under what circumstances customers must not be served with alcohol |
| 2.13 | Describe how to respond to signs that someone might be under the influence of drugs or buy/selling drugs |
| 2.14 | Describe what procedures to follow in response to people smoking in a no smoking area |
| 2.15 | Describe the type of non-routine needs that customers may have and how to deal with them |
| 2.16 | Describe organisations’ standards for customer service |
| 2.17 | Describe different service styles within organisation |
| 2.18 | Describe why customers should be dealt with in order of arrival where possible |
| 3 | Be able to serve alcoholic and non-alcoholic drinks | 3.1 | Select a glass in which to serve the drink according to organisations’ procedures and customer requirements |
| 3.2 | Check that the glass is clean and undamaged |
| 3.3 | Pour drink according to the product that is being served |
| 3.4 | Ensure that the drink is at the correct temperature before serving |
| 3.5 | Promote additional products to the customer as appropriate |
| 4 | Understand how to serve alcoholic and non-alcoholic drinks | 4.1 | Describe the correct way to open capped, screw top and corked bottles and how to use the appropriate equipment |
| 4.2 | State why the bottle should be left facing the customer |
| 4.3 | Describe the correct way to pour and serve different draught drinks |
| 4.4 | Describe the correct way to pour and serve different drinks for free or optic pouring |
| 4.5 | Describe types of glasses available to serve drinks and which ones to use according to organisations procedures and customer requirements |
| 4.6 | State correct temperature for different types of drinks |
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