Relationship & Professionalism
Mention the correct verbiage for the following words
1. cabin 2. boat 3. Back of the ship 4. Left side of the ship 5. Passenger
1. stateroom 2. ship 3. aft 4. port side 5. guest
When creating a booking for a sailing which includes a non-refundable fare, what do we need to adv the caller?
If a change is made to the ship and/or sailing date, guests must pay a $100 USD/CAD per person, per change fee; and Cancellation policies before and after FPD.
When can I release call if the caller put me on hold during the call?
After 3 mins. and must provide release speech.
If they are calling to cancelling a booking, what option can be offer to cover revenue generation?
A change of ship and sailing date prior to cancellation.
Mention 5 examples of Unknowns
• Citizenship • Date of birth • Table size preference (excluding Select, Blue & Luminae) • Loyalty number** – SEE LOYALTY NOTE BELOW • Bedding configuration • Zip Code (Guest Detail tab>Guest Contact tab>Home box>Zip field) • Promo Eligibility (only necessary if a promotional price will be applied) • Missing date of birth or place holder date of birth (Employees who enter a place holder date of birth are required to advise the caller that they must call back to provide an accurate date of birth) • Pre-Cruise Guest Contact Phone Number (Guest Detail tab>Booking Contact Tab>Alternate Phone field) ***Numerical characters only. Do not include spaces, dashes, letters, parenthesis or asterisks*** • Pre-Cruise Guest Contact Email (Guest Detail tab>Booking Contact tab>PreCruise Email)
True or false? Not apologizing when a guest is experiencing difficulties in the app/ website will earn a missed target
True.
When creating a booking with TBA as the names, what we do not need to ask to the callers?
The employee does not have to ask for the rest of the guest booking information; this will be considered unknown at that time.
After how many minutes I need to refresh the call when putting a caller on hold?
2-3 mins
Where will be the option to offer a Travel partner if they are looking to buy OBC?
In addition to providing our assistance and the website. TP have the option to make the transaction in Partner Express.
What does a remark in the booking must include?
Including statements that are factual and pertinent to the interaction and/or the booking itself. Remarks must reflect only what was actually shared or processed during the call; caller's name; who is calling TP/DG.
True or False? Using the title and last name builds rapport between you and the caller with pure professionalism.
True.
When do we need to ask for this information Zip/Postal code, Pre-Cruise Contact # and Pre-Cruise Email?
At the time of booking creation, deposit payment and final payment (all other service calls are excluded)
Where can I look for shorex specific information?
KD > Shorex Information - CEL > Tour content worksheet
Can TPs cancel flights reservation using Flight Finder?
Yes, we have a new update in Flight finder that allows the travel partner to modify and cancel flight reservations.
Failing to obtain call back number will result in a critical impact or missed target?
Missed target
What is the proper closure we need to provide in a service call?
Offer further assistance and thank them for calling.
What do we need to verify in a booking when a DG is calling?
- Bk number
- Full name of the caller, must match one name in the booking
- Full names of all the guests in the booking
What would be the exceptions to release a call?
Dead air for more than 60 secs or hold music upon receipt a call.
Caller is being verbally abusive or harassing after warning the behaviour continues.
When placed on hold or left idling for longer than 3 minutes when calls are in queue or 5 minutes when there are no calls in queue.
In the case of an evacuation
When creating a booking what can be considered as part of the revenue generation?
Overcome objections, try to make the reservation, try to upsell the booking, and try to collect deposit.
Failing to obtain call back number will give you a missed target in which category?
Policy and procedure
What is the proper closure we need to provide in a sales call?
CLOSING - If you get a positive response to pricing, assume the close, and ask the question below
OR
IF They object, move to buying hesitation
Before knowing the call driver, what we must ask in every call?
Call back number
Where can we redirect a TP if they are looking for policies and procedures, news, ships information?
Celebrity Commitment.
What is Nate's and Karla's favorite color?
Nate's - black
Karla's - blue