If a guest resides in a GREEN state, will they receive a hooked or unhooked sales package?
Hooked
100
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.
is not licensed
100
If a guest is registered on the DNC list, what is the only exception to when we can call them?
Non-telemarketing purposes
200
What is our philosophy?
We Love to Say Yes
200
What does DNC stand for?
Do not call
200
Member: receives an annual allotment of ___________________________________ within a collection of branded or affiliated resorts in THE Club® portfolio.
Points
200
What are three phone etiquette rules?
Use guest's name, focus on call, do not interrupt
200
What does VAPE stand for?
Verify Address, Phone Number and Email address
300
What do you do if your hold time will be longer than two minutes?
See if they want to continue holding or schedule a call back.
300
If a guest requests a COPY of the DNC POLICY, and a manager IS available, what should you do?
1.
2.
1. Confirm we have a policy, 2. Have manager T.O.
300
What are two attractions to Palm Springs, CA?
110+ Golf Courses and Aerial Tramway
300
If a guest travels to Avila Beach/San Luis Obispo, CA, where do they tour?
San Luis Bay Inn
400
What are two ways in which you can personally practice We Love to Say Yes?
1.
2.
1. One Call resolution; 2. Be happy to help
400
What is the proper hold procedure?
R
I
G
H
T
Request Permission, Indicate time and reason, Get consent, Hold time kept to two minutes, Thank guest by name for holding
400
How do you close a call?
1. Summarize transactions; 2. Offer further assistance; 3. Thank guest
400
Name the off-site property in Lake Tahoe, CA and provide two features.
Forest Suites Resort; Complimentary Breakfast and Restaurant
400
What are two ways a coaching could be scored as a fail?
1. Account not verified; 2. Account not documented
500
What are the required legal disclosures for outbound calls?
1. Legal Name
2. Company Name
3. Location
4. Phone Number
5. Call is recorded and permission
6. Reason for Call
500
____________________________________________ are authorized to:
• Make new reservations on the account
• To make changes to existing reservations
• To make changes to contact information
People listed on account
500
If a guest is staying at Bell Rock Inn, in which destination are they?
Sedona, AZ
500
What are two attractions to Lake Tahoe, CA?
Lake and Snow activities
500
Escalated concerns are forwarded where for escalation?