Bonvoy Basics
What is the name of Marriott’s loyalty program?
What is Marriott Bonvoy?
What should you ask for right after learning the callers reason for call?
What is their Bonvoy member or email and ZIP code?
“I’ll go ahead and get that set up for you now” is an example of what?
What is assumptive language?
Can a caller enroll if they are calling for someone else?
What is yes, if they enroll themselves?
DO or DON’T: Offer enrollment on every eligible call.
A: What is DO?
How many Marriott brands are part of Bonvoy?
What is over 30?
When should you offer Bonvoy enrollment?
What is every time the caller is not a member?
What’s a stronger alternative to “Would you like to enroll?”
What is “I’ll get you enrolled so you can unlock exclusive member rates right away”?
Can a travel agent calling for a guest be enrolled?
What is yes, the agent can enroll themselves?
DON’T forget to mention what before ending the call?
What is thanking the caller time/business?
How many points does a member typically earn per dollar spent?
What is 10 points per dollar?
What should you ask for before enrolling someone?
What is their permission?
True or False: It’s okay to skip the enrollment if the caller seems busy.
What is False?
Can a spouse calling to check on a reservation be enrolled?
What is yes, if the spouse is not already a member?
DO or DON’T: Enroll someone without their permission.
What is DON’T?
Name two ways Bonvoy members can redeem points.
What are free hotel stays and experiences?
What must you do after completing an enrollment?
What is confirm the membership number?
Turn this into assumptive language: “Do you want to join the program?”
What is “Let’s get you enrolled so you can enjoy the perks.”
If a parent is calling for their child’s stay, can you enroll the parent?
What is yes, enroll the parent if they are not a member?
What’s a DO when using the member’s name during the call?
What is using their last name professionally (e.g., Mr. Smith)?
Name three benefits of joining Marriott Bonvoy.
What are exclusive member rates, free Wi-Fi, and mobile check-in?
What’s one way to naturally introduce Bonvoy during a service call?
What is tying it to a benefit like exclusive member rates, earning points or getting free Wi-Fi?
Name one benefit-focused phrase that encourages enrollment.
What is “This will ensure you get credit for your stays and start earning rewards”?
Who is the only person you can enroll during a call?
What is the caller themselves?
DO or DON’T: Skip the call flow if the call is short or feels rushed.
What is DON’T?