THE SILVERSEA WAY
What are the 3 Pillars of Silversea Way?
Personalized
Genuine
Consistent
What is Silversea's first destination-built ship?
Silver Origin (OR)
Booking Master is used to view bookings in which status?
Which KD article provides information about onboard dining venues, whether they are complimentary or require a reservation fee, and whether they offer open seating or require reservations?
Dining Venues - SIL
What are the two ports Silversea uses for embarkation and debarkation on its Alaska voyages?
Seward and Vancouver
What are the five steps of the sales process (in order)?
Greet
Qualify
Present
Address Concerns
Close
What are the 2 letter codes for each suite category?
Superior Veranda Suite
Deluxe Veranda
Classic Veranda
Medallion Suite
Junior Grand Suite (1 bedroom)
SV
DX
CV
ME
JG
What are the Personal Identifying Information will be anonymized for GDPR compliance?
Bookings for the Silversea Upgrade Program must be what currencies to be eligible?
USD, AUD, CAD, GBP & EUR
TRUE OR FALSE: For Galapagos, guests can purchase packages and Park / Immigration Fees independently.
FALSE
What are the 4 Pillars of Hospitality?
Knowledge
Care
Guest Delight
Planning and Anticipation
Provide the Guest Capacity of each ship with the following ship code:
SL
SS
SM
RA
DA
SL - 636
SS - 392
SM - 632
RA - 728
DA - 596
Where in Booking Master can Service Emails sent to guests be viewed? (Answer should be complete steps)
Detail > Documentation > Service Email
When performing proper verification, what information must the caller provide for you to access the guest's booking?
Booking Number
Last Name/First Name (As it appears on the booking)
Ship and Complete Sail date including the year OR Itinerary (from/to)
What are the five major oceans in the world?
Pacific Ocean
Atlantic Ocean
Indian Ocean
Southern Ocean (Antarctic Ocean)
Arctic Ocean
Define the difference of Hospitality Vs. Service?
Trainer will decide if the answer is acceptable.
Which ships feature all suites with verandas and do not have VI and PA?
Silver Endeavour, Silver Origin, Silver Nova and Silver Ray
Which tool do you use to view and/or resend communications to guests for redeployment sailings?
Booking Master
Guests who book onboard can take advantage of an exclusive discount of what percentage?
5%
Which indigenous culture is prominent in New Zealand?
Maori
It is a pillar of hospitality that shows an agent being competent, reliable, courteous, and excellent communicators; Being genuinely interested in what they have to say and provide a personal touch; Expressing friendliness and creating a positive and inviting atmosphere
Guest Delight
What process should guests follow to order their complimentary gear for Arctic and Antarctic Expedition cruises? (complete answer)
Visit Silversea.shiptoshoretraveler.com > Order Complimentary Gear/Quick Reference Guide
Which two functions in Booking Master allow agents to access a guest's My Silversea account?
Which fare codes are eligible for the Silversea Upgrade Program?
S3, U3, UL, 03, K3, TA, T5, FF, or RR.
What are the 2 types of itineraries being offered in Galapagos and what's the difference between the 2?