Definitions
CS Category
Legal
Mixed Review
Mixed Review 2
100
Activation: ________________ for a guest with a promotional package that was open dated.
Reserving dates
100
If you don't know how to pronounce the guest's name, what should you do?
Ask them
100
What does DNC stand for?
Do Not Call
100
What consent must be obtained from every guest?
Consent to call wireless/mobile/cell phones
100
What do you do if the hold time will be longer than two minutes?
Get back on line and see if they want to continue holding or schedule a call back
200
Attraction: Activity such as a theme park, museum, show, tour that can be ________________________ at a destination.
experienced
200
What does VAPE stand for?
Verify Address Phone Number Email Address
200
If a guest requests a copy of the DNC Policy and a manager is available, what are your steps?
1. Confirm we have a policy 2. Get a manager to Take Over/ T.O.
200
What are two ways you can practice We Love to Say Yes?
One call resolution Return messages within 24 hours
200
9. Diamond Resorts International® will not tolerate ____________________________.
rude and/or discourteous behavior
300
Blackout dates: Specific dates that are ______________________ to book a reservation or tour.
not available
300
___________________________ are authorized to: 1. Make new reservations on the account 2. To make changes to existing reservations 3. To make changes to contact information
Only people listed on the account
300
If a guest requests a copy of the DNC Policy and a manager is not available, what are your steps?
1. Confirm we have a policy 2. Collect the guest’s mailing address (no P.O. box) 3. Email contact info to your supervisors
300
Escalated concerns go where for resolution?
Supervisor
300
DOUBLE POINTS: What is VIPERS?
Vocal Quality Inflection Posture Energy Rhythm Silence
400
Green State/Province: A state or province (Canada) in which Diamond Resorts International® is licensed to___________________________ over the telephone. We can offer and hook tours over the phone to residents of green states or provinces.
solicit timeshare and money
400
What are three phone etiquette rules?
• Use proper rate of speech- try to mirror guest, and to not use extremes • Use the guest’s name • Prefer warm transfer to cold transfer • Verify the account • Only speak with authorized people regarding account and reservations • Proper grammar • No slang / jargon • Do not interrupt guest • Exhibit responsiveness
400
What are the steps to place a guest on the internal DNC List?
Make sure the guest knows it is permanent. Advise the guest that the request will be processed as soon as possible, but it may legally take up to thirty (30) days to be fully implemented. Submit a completed DNC Form to your supervisor Disposition the call in i-3 as DNC (under Bad Number).
400
What are steps to close a call?
Summarize Transactions Offer Further Assistance Thank guest for Calling
400
Painting a Picture: Presenting features and benefits of a resort and destination to create__________________________.
excitement and emotional need
500
Red State/Province: A state or province (Canada) in which Diamond Resorts International® not licensed ________________ over the telephone. We can sell packages but cannot offer or hook tours over the phone to residents of red states or provinces.
to solicit timeshare
500
What is the proper hold procedure?
R – Request permission to place guest on hold. I – Indicate the approximate time for holding and reason why. G – Get agreement from guest before placing them on hold. (Don’t ask and do it regardless of their answer) H – Hold time is kept to two minutes. T – Thank the guest by name for holding when you return to the line.
500
What are the required legal disclosures for outbound calls?
Legal name Company Name Location Phone number Call is being recorded and permission to continue Purpose of the call
500
What are two reasons a coaching could be failed?
Not verifying account Cursing at guest
500
Member: _____________________________________ within a collection of branded or affiliated resorts in THE Club® portfolio. Members will receive upgrade offers to purchase additional points. Point level categories are Standard, Silver, Gold and Platinum. Members in each category above Standard receive added Member Benefits.
receives an annual allotment of points
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