The best way to uphold the law is to ask for I.D., if you have any doubts about your customer's age.

Here's a good rule to go by: ask yourself if the customer looks at least 25 years of age. If not, ask for photo I.D.

If the customer does not have photo I.D., you should politely, but firmly, refuse the sale.

"Fake I.D. - I got that from school. You can write whatever age you want on it. I use that a lot and there are no questions asked."

16-year-old customer

Acceptable I.D. includes:

• Driver's licence
• Passport
• Certificate of Canadian citizenship
• Canadian permanent resident document
• Canadian Armed Forces I.D. card
• Also acceptable are any documents issued by a federal or provincial authority which contain a photo, date of birth and a signature.

In Ontario only, valid I.D. is:

• A driver's license issued by the Province of Ontario with a photograph of the person to whom the licence is issued
• A Canadian passport
• A Canadian citizenship card with a photograph of the person to whom the card is issued
• A Canadian Armed Forces identification card
• A photo card issued by the Liquor Licence Board of Ontario

THERE ARE SEVERAL "WARNING SIGNS" THAT A CUSTOMER'S I.D. MAY NOT BE LEGAL:

• Photo does not look like customer
• Birthdate looks as though it has been changed
• Card lamination is damaged or peeling
• Card has expired

If the customer cannot provide a second I.D., refuse the sale.

HOW TO BE POLITE, BUT FIRM.
Young people who are properly refused service today can remain valued customers now and in the future. That's why it's important to be calm, polite and respectful,
but firm.

When you handle each young person in the same way, stating store policy and asking for I.D. becomes a non-judgmental, non-threatening routine, easily understood by customers.

NEVER BECOME INSULTING OR ABUSIVE.
Remember to always wear your "public relations hat". Customers who are dealt with politely and respectfully are less likely to take your refusal personally or start an argument. They're also more likely to remain customers of your store.

IF A CUSTOMER BECOMES IRRITATED, DON'T LOSE YOUR COOL.
Simply state that it's against the law and the store's policy to sell tobacco to minors, and that you could lose your job if you do.

If a customer starts shouting at you, or becomes abusive or threatening, stay calm. If your supervisor is in the store, ask for help.

EXCUSES YOU MAY HEAR FROM YOUR CUSTOMERS:

• "I left my I.D. in the car."
• "I lost my I.D."
• "I'm old enough - look, I have a tattoo!"
• "My parents sent me to buy cigarettes for them. I have a note."

"Sometimes kids ask an adult entering the store to buy cigarettes for them. What should I do?"

Store employee

It's illegal for adults to purchase tobacco products for minors. If you suspect this is happening, you should refuse to make the sale to the adult. Although it can be hard to spot situations like this, there are two warning signs that should make you suspicious:

• You notice minors approaching an adult outside of the store.
• The adult customer asks to buy more than one brand of cigarettes.

If you have reason to believe the adult is buying for minors, you should refuse the sale.

"Some adults send their kids to buy cigarettes for them. Sometimes they even have a note! Is it okay to make the sale under these circumstances?"

Store employee

Occasionally, a youngster may come into your store to buy cigarettes for an adult. They may even have a note.

Minors cannot buy tobacco products under any circumstances. No exceptions.

Refuse the sale and tell the youth that the adult must come in him or herself. If the adult complains, politely say that it's the law, that your store could face stiff penalties under the law if it makes the sale, and that the store employee could lose her or his job.

"What should I do if one of my underage friends tries to buy tobacco?"

Store employee

It's especially hard to refuse a sale to a member of your peer group. Nonetheless, if you're a store employee, it's your responsibility to stick to the law. Not doing so could cause you and your employer to be charged and you to lose your job.