Customers
Where can customers view their eCredits?
In their SkyMiles account on delta.com or the Fly Delta app
True or False: When quoting a fare to a customer, you must include the phrase, “including all taxes and carrier-imposed fees.”
a. True
b. False
a. True
Which of the following are part of Delta’s partnerships and joint ventures? (Select all that apply)
a. Air France
b. Air New Zealand
c. Korean Air
d. KLM
e. AeroMexico
f. Virgin Atlantic
g. Spirit Airlines
a. Air France
c. Korean Air
d. KLM
e. AeroMexico
f. Virgin Atlantic
How often should you check My Division?
a. Until you feel comfortable with the system
b. For your first six months
c. Daily for real-time updates
c. Daily for real-time updates
Which Delta Product’s benefits include lie-flat bed seating, noise canceling headphones, and Sky Priority service? (Select the best option).
a. Delta Comfort+
b. Delta Premium Select
c. Delta One
c. Delta One
What does the acronym HVC stand for?
a. Helping a Variety of Customers
b. High Value Customers
c. High Value Comfort
b. High Value Customers
To be DOT compliant, quote fare rules after you collect credit card information.
a. True
b. False
b. False
What function does the "green dollar sign" icon in iNotes icon do when you select it?
Open Shopping
Where should you go to find the most up-to-date policies and procedures.
a. SkyHub
b. KM
c. Delta.com
b. KM
Which Delta Product’s benefits include increased leg room within the main cabin, Sky Priority boarding and dedicated overhead bin space?
a. Main Cabin
b. Delta Comfort+
c. Delta Premium Select
b. Delta Comfort+
Which of the following is the best option when making an apology?
a. Saying “I’m sorry” to the passenger is enough. You’d like to get to solving their problem directly.
b. Apologize, acknowledge what the customer is feeling, and validate those emotions. Then find options for solving their problem.
c. Saying “I’m sorry” and reiterating Delta’s position is best so the customer knows the correct policy.
b. Apologize, acknowledge what the customer is feeling, and validate those emotions. Then find options for solving their problem.
Which of the following are forms of payment that Delta accepts?
a. Credit Card
b. Miles
c. eCredits
d. Gift Card
e. All of the above
e. All of the above
Among a customer’s relationships, which of the following does not qualify for a medical emergency fare?
a. Friend
b. Parent
c. Sister
d. Grandchild
a. Friend
iNotes labels can be changed by selecting the label drop down and choosing another available option.
a. True
b. False
a. True
Which of the following is the most restrictive fare?
a. First Class
b. Comfort+
c. Main Cabin
d. Basic Economy
d. Basic Economy
What information is required when creating a SkyMiles account? (Select all that apply)
a. First/Last Name
b. Date of Birth
c. Address
d. Email Address
e. Phone Number
f. All of the above
f. All of the above
What code would you enter into the Account/Designator box when pricing out a domestic bereavement fare?
a. RX01
b. BRVM
c. BRV1
c. BRV1
Which of the following scenarios does not have a type of special fare?
a. Travel for a medical emergency of a parent
b. Traveling to a funeral of a grandparent
c. Travel to a family members wedding
d. Military Leisure travel
c. Travel to a family members wedding
Where would you go to learn more about the guidelines for special fares?
a. OmniPro
b. KM
c. My Division
b. KM
What function does the "blue rectangle" icon in iNotes do when you select it?
Retrieve SkyMiles Account
What is the accurate way to quote a codeshare flight?
a. Delta flight 9357 is operated by KLM, departing August 22nd from JFK at 5:30pm and arriving the following day in Amsterdam at 6:45am.
b. Delta flight 9357 operated by Delta Connection KLM, departing August 22nd from JFK at 5:30pm and arriving the following day in Amsterdam at 6:45am.
a. Delta flight 9357 is operated by KLM, departing August 22nd from JFK at 5:30pm and arriving the following day in Amsterdam at 6:45am.
Upon customer request for general baggage fee information you must quote the allotment and fees for:
a. Carry-on baggage as well as the first and second checked baggage
b. The first and second checked baggage
c. Carry-on baggage and the first checked baggage
a. Carry-on baggage as well as the first and second checked baggage
When a passenger books a ticket, whose baggage policy for checked baggage applies throughout the itinerary?
a. Whichever carrier the passenger is currently on
b. The passenger’s choice
c. The marketing carrier’s
d. The country of origin’s
c. The marketing carrier’s
What is the purpose of the Shopping tab?
a. Search for flight options and quote the lowest possible fare that meets the customer’s needs
b. Display SkyMiles accounts
c. Review the Passenger Type Code Column and & Entry field
a. Search for flight options and quote the lowest possible fare that meets the customer’s needs
What function does the "lightning bolt" icon in iNotes icon do when you select it?
Retrieve Electronic Ticket