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Service Expectations
Definitions
Definitions 2
Lake Tahoe, CA
Palm Springs, CA
100
What does VAPE stand for?
Verify address, phone number, and email address.
100
NMC_________________________: Marketing and call center that provides quality tours to sales sites around the country.
National Marketing Center
100
Off-site: _________________________that is not a branded or affiliated resort or hotel property
Contracted hotel
100
What are two attractions to Lake Tahoe, CA?
Snow and Lake activities
100
What are two attractions to Palm Springs, CA?
Aerial tramway and 110+ Golf Courses
200
What are three phone etiquette rules?
Use the guest's name, focus on the call, use proper grammar
200
Market Key Code: A code that identifies a specific ______________________.
marketing package
200
Member: receives an annual allotment of ________________ within a collection of branded or affiliated resorts in THE Club® portfolio. Members will receive upgrade offers to purchase additional points. Point level categories are Standard, Silver, Gold and Platinum. Members in each category above Standard receive added Member Benefits.
points
200
What is the off-site in Lake Tahoe, CA?
Forest Suites Resort at Heavenly Village
200
What is the off-site in Palm Springs, CA?
Palm Mountain Resort and Spa
300
What are two reasons a coaching could be scored as a fail?
1. Compliance issues 2. Not verifying the account
300
Owners: hold a deed or title to a _______________________________. Many were grandfathered in through company acquisitions. They are not full members of THE Club®, but will be offered opportunities to trade in their week for points or to add membership on top of their week. DRI no longer sells traditional week ownership.
traditional week ownership
300
Hands Off State/Province: A state or province in which Diamond Resorts International® is not licensed to __________________________________ over the telephone. We cannot call or offer packages or tours to residents of hands off states or provinces.
collect money
300
Where would the guest tour in Lake Tahoe, CA?
Lake Tahoe Vacation Resort
300
FREE POINTS
:D
400
What are the steps to close a call?
1. Summarize transactions 2. Offer further assistance 3. Thank guest by name
400
Red State/Province: A state or province (Canada) in which Diamond Resorts International® _____________________ to solicit timeshare over the telephone. We can sell packages but cannot offer or hook tours over the phone to residents of red states or provinces.
not licensed
400
Green State/Province: A state or province (Canada) in which Diamond Resorts International® is licensed to solicit _______________________________ over the phone. We can offer and hook tours over the phone to residents of green states or provinces.
timeshare or money
400
What are two features of the Forest Suites Resort at Heavenly Village?
100 feet from Heavenly Village and Complimentary Breakfast
400
Where would the guest tour in Palm Springs, CA?
Palm Canyon Resort
500
What is the proper hold procedure?
R? I? G? Hold time kept to two minutes Thank guest by name for holding
500
RIMS: __________________________________________________. Computer program available on the Diamond Resorts International® intranet that provides extensive and up to date resort information including alerts, maps, resort amenities and contact information.
Resort Information Management System
500
Disposition: Management of a lead to report the outcome of a __________________________ to a customer by entering specific identifying codes into I-3.
phone call
500
What is the resort in Lake Tahoe, CA, and what are two features?
Lake Tahoe Vacation Resort; indoor/outdoor pools and lakeside property
500
What are two features of the Palm Mountain Resort and Spa?
Spa and Location