BuyATour Show

Amendment

100

What is the booking status if we are going to amend an On Request tour? 

Pending Amendment

200

Name 3 One Click Option for Amendments

Change Travel Date

Update Traveler Name

Change Pick up location

Update Passenger Weights

300

True or False

Amend - Amendment Complete -OR is the correct template that we will send to our customer if the booking is a Free Sale tour. 

False

This is for an On Request tour

400

The customer would like to amend the booking to a different date. However, you noticed that there is an additional charge of 3 USD. The customer asked if it can be waived. What are you going to advise/do?  

Advise the customer that we cannot waive the fee.

Ask if they will proceed with the amendment. 

500

What are the 3 things that you need to check before processing an amendment. 

Sales Types

Travel Date

Terms and Conditions

Cancellation

100

True or false

Duplicate bookings happens when both bookings are the same product for the same travel disregarding the name of the travelers.

False. 

We need to consider the names. 

200

True or Fase

Under Moderate T and Cs 

Bookings may be canceled without penalty up to 7 full days before the experience's start time

Strict

300

True or False

We cancel a booking even though it can be amended as long as it can generate revenue. 

False. 

Company policy requires that reservations that can be amended MUST be amended.

400

True or false

"Hospitalization" means that a traveler or immediate family member must have been seen at / admitted to the hospital.  This includes people who have simply gone to a doctor or don't feel well.

False

They should be admitted.

500

True or False

We do not send a manual email if we are going to use the Modify Itinerary to cancel the booking. 

False. 

This is a manual process.

Refunds

100

For Supplier No Show, what are the things that we should check to confirm if there are conflicting information. 

1. Conflicting information provided through CLC
2. Conflicting or inaccurate information on the PDP or ticket
3. Conflicting or inaccurate information supplier communications

200

The supplier can also use the _______  to communicate with the customer directly.

CLC or Closed Loop Communication

300

True or False

If there is no verifiable discrepancy and the supplier denied the refund we should escalate the case to T4. 

False. T3

400

If the supplier cannot accommodate the originally requested tour/tour-grade, but offers an alternate date/time / tour, but the customer is not able to accept the alternative offered, we should

• Process a full refund and recovery
• Send the customer a refund approval (Ref – Refund Processed_en)
• Send the supplier a refund notice (R – Refund notice to supplier_en)
• Select the appropriate demand drivers
• Resolve the case

500

Give at least 3 valid proof that the supplier can submit to prove their claims for the Supplier No Show refund situation. 

• Communication between the supplier and the customer outside of the Viator/ Tripadvisor platform 
• Signed customer vouchers, tickets, or waivers
• CCTV images of the customer on the tour
• Supplier passenger manifests confirming that other travelers were picked up from the departure point on the same day and time
• Proof of customer feedback on the day of the experience

DP

100

True or False

DP Stands for Dynamic Performance

False

Dynamic Partner

200

True or False

Viator guarantees a response/acknowledgement within four (5) hours for all English language requests or 24 hours for all foreign language requests. 

False

4 hours only. 

300

True or False. 

Though we are the merchant of records for DP booking, our fraud department can assist the DP customers. 

False.

We are not the Merchant of Records.

400

If the DP pushes back on a previously denied refund, we should? 

Deny the refund and send DPT – Refund denied FINAL_en' and resolve. 

500

True or False

For DP Bookings, as we are not the Merchant of Records the supplier cannot ask us to cancel the booking. We need to ask for the DP request before processing it. 

False. 

Supplier request should be honored always. 

Random

100

True or False

We should always leave case comments for every Sales Contacts

False.

Customer Care Contacts.

200

I should use my _____ in order to log in to Incontact and Salesforce

SSO Credential

300

In this section while handling chat, we can determine the customer's concern. 

Chat Request Summary

400

Create a knock knock using the word Salesforce. 

You do you :) 

500

Create a slogan using the word Cancellation

You do you :)