What are two attractions to Capistrano Beach/Dana Point, CA?
Ocean Institute & Dana Point Harbor
100
What does VAPE stand for?
Verify Address Phone Number and Email address
100
What are two attractions to Palm Springs, CA?
110+ Golf Courses & Aerial Tramway
100
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
100
Diamond Resorts International® will not tolerate ________________________________________.
rude / discourteous behavior
200
If a guest resides in a GREEN state, will they receive a hooked or unhooked sales package? (CIRCLE ONE)
hooked
200
Name the off-site property in Lake Tahoe, CA and provide two features.
Forest Suites Resort; free breakfast and restaurant
200
What do you do if your hold time will be longer than two minutes?
Ask them if they want to continue holding or schedule a call back
200
What are two ways a coaching could be scored as a fail?
Not verifying the account; guest mishandling
200
What is VIPERS?
Vocal quality; Inflection; Posture; Energy; Rhythm and Silence
300
Member: receives an annual allotment of ___________________________________ within a collection of branded or affiliated resorts in THE Club® portfolio.
points
300
What are two attractions to Lake Tahoe, CA?
Lake & snow activities
300
What are two ways in which you can personally practice We Love to Say Yes?
One call resolution & return messages within 24 hours
300
Escalated concerns are forwarded where for escalation?
Supervisor
300
Name the off-site property in Capistrano Beach/Dana Point, CA and provide two features.
DoubleTree Suites; restaurant & yards to Doheny Beach
400
What are three phone etiquette rules?
Use guest's name, focus on the call & never say no
400
If the guest is in Lake Tahoe, CA, where do they tour?
Lake Tahoe Vacation Resort
400
How do you close a call?
Summarize Call; Offer further assistance; thank guest
400
What are the required legal disclosures for outbound calls?
Legal Name; Company Name; Location; Phone Number; Call is recorded & permission; Purpose of Call
400
If the guest is in Capistrano Beach/Dana Point, where would they tour?
Riviera Beach and Spa Resort
500
What is the proper hold procedure?
R-equest permission
I-ndicate time and reason
G-et consent
H-old up to 2 minutes
T-hank guest by name
500
If a guest travels to Palm Springs, CA, where do they tour?
Palm Canyon Resort
500
If you are not sure of how to pronounce the guest’s name, what should you do?
Ask them
500
____________________________________________ are authorized to:
• Make new reservations on the account
• To make changes to existing reservations
• To make changes to contact information
Only people on the account
500
Name one property in Palm Springs, CA. What are two features?
Marquis Villas Resort; 1000 sq ft 1br & massage services