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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