Learn the answers to some commonly asked questions about the Smart Serve Training Program.
- Can I return the workbooks and test if I purchase too many?
- We do not accept returns. We recommend that you purchase a couple of extra workbooks and tests so that you have a
supply on site for training new staff as soon as they start working.
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- Does my staff need to be re-certified every year?
No. But we strongly recommend that you have your staff review the material annually. Reviewing the course
material annually is proactive. It promotes responsible service, which minimizes risk to your patrons while reducing liability to
you, your employees and your business.
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- How does testing work?
Why can't I just write the test? Why do I need to watch the video and work through the book?
The only way to understand your legal responsibilities and implications of liability is through the training program as shown on the
video and by using the workbook. Just writing the test does not ensure you have the knowledge required to operate responsibly under
a liquor license, and could result in situations of liability for your establishment.
What happens if someone fails the test?
We will allow one retake at no extra cost. The re-take test is sent back to you with the person's name. They should
rewrite the test and return it to our offices for processing. We recommend that they review the video before rewriting. If
they are not successful a second time, a workbook/test must be purchased and they would have to go through the program again.
My employees wrote their tests yesterday. Where do I mail them, how long before they receive their certificates and how will
I know if they passed?
Mail the tests to our office in Toronto. It normally takes about 3-4 weeks to process the tests and issue certificates.
All certificates will be sent back to you at your establishment. It is then your responsibility to distribute the wallet size
cards and lapel pins to the successful employees. You should also keep a record of the certificate numbers, and names of all staff,
who have been certified at your establishment.
Can I fax my test to you for processing?
No. We only accept original tests.
Can I copy the test for future employees?
No. We only accept original tests. The tests must be written after viewing the video and completing the workbook.
The workbooks are then kept for reference by the person who has written the test. Any tests received that have been photocopied
will not be marked.
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- How does training work?
Do all my staff need to be trained?
All staff who work in the area where alcoholic beverages are served should be trained. This includes security and door staff.
If you operate a golf course, and have received a golf course endorsement, then, in addition to the staff serving from the cart, course
marshals must also be trained.
Does my manager have to take the program?
If training is a condition of your license, management must also be trained. There are two extra modules at the end of the video
for management staff, but the test is the same for staff and management.
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- How long do I have to wait to receive my order?
You should allow 7-10 working days for delivery. We can process your order as "rush", but there will be an
additional handling and courier fee of $ 25 plus PST/GST.
I need the kit right away. Can I pick up the order and save the handling fee?
Sorry, we do not stock the kits at our offices. All orders received by 3 pm are shipped the next day via Canada Post.
Large and rush orders are sent by courier.
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- I'm not a teacher. How can I teach Smart Serve?
- This program was developed so that is can easily be used by individuals or groups of trainees. We recommend that for
groups, there be a facilitator to help with the program. Everything is explained in the facilitator's guide that comes with the
training package. Of course, it is helpful (and smart) if the facilitator is already Smart Serve certified.
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- Why can't I just borrow the video and workbook from someone else?
There are important reasons why you should have your own training kit.
We are required to keep records of all purchases of training and certification kits, and notify the AGCO of these purchases. If
the AGCO has asked that your staff be trained, the only means we have of advising the AGCO is through our records of purchases.
Also, like computer software, Smart Serve is for the exclusive use of the purchaser, and cannot be borrowed, resold or copied.
If you have a question not listed here, or if you would like to see a question added to the FAQs list, email us at
general@smartserve.ca
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- Why will training my staff and having a training kit on site lower my liability?
In a number of lawsuits involving over service and alcohol abuse, the courts have taken into consideration when an
establishment has had their staff trained in responsible service of alcoholic beverages. Insurance companies are also asking that
training be in place in order to obtain insurance coverage.
Training staff in Smart Serve and having a kit on site to offer new staff training, and review of the program as required, shows that
you are operating with due diligence and are practicing good risk management.
