MEMBER SERVICES
A good customer service representative will always_____ before answering a members question?
What is Listen
How far in advance can an advantage member make a reservation?
What is up to 2 months ahead of time.
What is the proper way to answer an incoming call:
What is: Good morning or afternoon thank you for calling OAI & VOR how may I help you? Or OAI & VOR how may I help you? Both are acceptable.
What types of cases resort in high priority?
What are: Sales Misrep, BBB, & AG
What is the best way to get to the root of a members problem?
What is; Ask Questions
How many Buy out weeks do Pinnacle members get at each resort per year?
What is : 1 per year per resort
If a member calls in and does not have a member number, what are the requirements we need to verify who they are and how many do you need to verify?
Can I please have a good phone number associated with the account?
Can you verify your email on file?
Please let me know your first and last name.
All of the above
When paperwork is sent to a member to be returned what should the status be?
What is: Waiting for Customer
You have an angry member on the phone what is the best way to handle this situation?
What is: Stay Calm
How many open reservations can a Horizon Silver member have at one time.
What is: 5
When a member rents a Fixed Lodging or Golf Cart we let them know a confirmation will be sent and a rental agreement is attached?
What is: True
Which Department requires a location addressed to be picked?
What is : Resort Ops
Ehen speaking to a member on the phone what a few elements of an impactful greeting?
What are:
Be present & listen
Ask good questions and do not interrupt
Use their name
How many times can an afm of a Pinnacle stay per year?
What is 3 time
When booking a reservation what are all the details you must go over?
What are: Resort, Dates, Site Number, Width & Length, Verify Email
What is the name of the field required for Sales Misrep Cases?
What is Opportunity Name
We are a multi-generational family business committed to providing fun & unique outdoor experiences for families to create memories that will last a lifetime!
What is: True/If you can also name what this is you will get an extra 100 bonus points OAI Mission statement
How Much would a 3 day stay on a campsite cost a AFM that is on a Pinnacle plan?
What is: $60
When talking to a member, how often should you try to use the member's name:
What is: Beginning, Middle and End
If a member wants out of their membership, what type of case should be selected?
What is: Termination Inquiry