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SIA Door Supervisor Licence (Level 2 Award exams)

Door supervision scenarios: practice questions

Our SIA Door Supervisor bank has 28 questions on this topic. Here are 5 of them with answers; the full mock exam draws from every topic, like the real one.

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Question 1

A customer is aggressive at the point of entry. What is the best response?

  1. Refuse entry calmly, keep a safe distance, and get support if needed
  2. Match their aggression
  3. Let them in to calm them down, then watch them closely inside
  4. Turn your back on them
Show the answer

A. Refuse entry calmly, keep a safe distance, and get support if needed — Aggressive people are not suitable to admit. Stay safe and use colleagues or the police if needed.

Question 2

A customer argues with bar staff about wrong change. What is the best approach?

  1. Take the customer's side straight away without checking anything
  2. Listen to both sides and ask a manager to check the till
  3. Eject the customer straight away
  4. Tell the customer they are lying
Show the answer

B. Listen to both sides and ask a manager to check the till — Neutral problem solving often resolves complaints without escalation.

Question 3

When ejecting a customer, what helps reduce the risk of conflict?

  1. Taking their drink and pouring it away in front of them
  2. Grabbing them without speaking
  3. Speaking to them privately and allowing them to leave with dignity
  4. Announcing the ejection loudly so other customers learn from it
Show the answer

C. Speaking to them privately and allowing them to leave with dignity — Private, respectful handling avoids humiliation, which is a common trigger for aggression.

Question 4

A customer who was warned about their behaviour carries on. What should happen next?

  1. Pretend you didn't see it
  2. Follow through on the warning, such as asking them to leave
  3. Give them another warning, and then another, until closing time
  4. Shout at them across the venue
Show the answer

B. Follow through on the warning, such as asking them to leave — Following through consistently keeps your authority and fairness.

Question 5

Why should door supervisors treat refused customers consistently?

  1. So they can let friends in
  2. Consistency makes no difference, as long as each decision is polite
  3. Inconsistency feels unfair and can trigger conflict
  4. Because it shortens the queue
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C. Inconsistency feels unfair and can trigger conflict — Applying rules the same way to everyone is fair and lawful.

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