Scenarios
If Ledo wants to go on a Caribbean cruise in June. But wants a call back tomorrow. How do you disposition? (2 part question)
Future Potential, change the call date to tomorrow.
Where do you go to prospect?
Call Campaigns
What are the 5 ways to disposition a Direct opportunity?
Close Lost, Close Booked, Hot, Meaningful, Future Potential
What is the minimum past dues to remain on lead assignment?
Under 50
What List View, can you find your Call Campaigns?
Task List View
Teshanna, Amy, Catherine and Sam are going on a girls cruise. They want a Balcony stateroom, on the Norwegian Aqua for April 17th. They want a call back next month. How do you disposition? (two part question)
Meaningful Conversation, do not change the call date.
Which list views are in the Intro stage of the 5-step sales process?
New, Past Due, Retry Cycle, Call Campaigns
If you close out a DO and the lead expresses interest again it will generate what?
A "New Lead" as opposed to a "Recurring Lead".
Once off lead assignment what is the maximum amount of past dues you can have to get added back on?
If cruise cancelled inside of final payment with funds still in house, and guest is calling in to reinstate reservation. What is the protocol?
Contact RD for approval to reinstate. If approved move forward, if denied make a new reservation. And ADD notes in both cases.
Cathy wants to book an H2 on the Norwegian Encore, sailing August 10th out of Seattle for an Alaskan cruise. The price of the cruise was $13,400. She wants a call back next month. How do you disposition? (two part question)
Hot lead, change the call date to a month.
What is the 5 step sales process?
Intro, Qualifying, Presenting, Overcoming Objections, Closing
How many new Direct Opportunities should you be creating as a Hot, Meaningful, Future Potential daily?
10-20 New Hot, Meaningful, Future Potential
Where can you find all your Future Hot, Meaningful, and Future potential leads?
Future Pipeline
What does your D.O. need to have to file a Discrepancy? (6 part answer)
Current/Future Call Date
Contact Made/Ship/ Sail/ Itinerary
If an already booked guest that is outside of final payment, calls in to take advantage of Cruise First. What is the protocol?
Cancel reservation
Rebook with CF
Do an OBhelp desk case
What are the Non- Negotiable List Views? (6)
New, Past Due, Recurring, Hot, Meaningful, Future Potential
Why should your DO never have an expired call date?
Because the Direct Opportunity will be expired, and you would not be protected against someone else booking this guest.
How are BAC leads different than any other lead source?
BAC leads have a code/link for NCL LIVE, that pulls up what the guest was searching online.
Group space color is showing "white", what does that mean?
Book up to 25 Cabins
Catherine wants to book a 14-day Africa cruise in a Suite. She asked for a call back tomorrow. How do you disposition?
Future Potential, change the call date
Should you call your retry cycle at different times every day? True or False
False- same time every day because every day you have new guests in each retry list view
How do you determine what is a "New Recurring Lead" when you're in your Recurring List View?
Filter by Recurring Date. The recurring date is newer than the last activity date.
What is a recurring lead? Where does it show up? (2 part answer)
A Recurring Lead is an opened DO where the guest shows renewed interest online. This lead will pop up in your Recurring Leads list view.
How do you qualify for the $100k contest, where this week you can win one of 4 thousand dollar bonuses.
Must meet productivity metric of 175 or 5:45 TT. On both Cliff days (Tuesday and Friday) and Sign-up for BOTH weekend days. No missed productivity.