Testing Your Knowledge

During the call

100

What is the introduction we should be using?

Thank you for calling Celebrity Cruises, my name is ___________. How can I assist you in planning your guests next vacation?

200

What questions must be asked during the call?

Agency Phone Number

Ship/Sail Date

Number of guest

Firefighter, Military or Police

55+

Residency

Stateroom or Suite category

Promotion

Dining Time / Table Size 

Zipcode

Credit Card

300

What are the 3 ways we should ask for the sale?

1. Which credit card will we be using?

2. Building urgency (space is limited, pricing will increase).

3. Offer courtesy hold.

400

T/F - If the Travel Partner does not know/confirm their agency phone number and you are servicing the call, this will lead to a critical impact?

True

500

Direct Guest Lisa called in to book shore excursions on her booking she made online. Can we assist? Yes or No?

Yes

What ship am I?

100

I am the first in my series. I have a destination gateway on deck 2.

Celebrity Edge

200

I am the first ship with Le Voyage by Daniel Boulud.

Celebrity Beyond

300

I am the ship that has a few more suites that my sister ships. One of the suites is called a Signature Suite. I also still have Michael's Club.

Celebrity Reflection

400

I have AquaClass staterooms on deck nine, none on 10 and a few on 11. I was also built in 2000.

Celebrity Millennium 

500

I was recently the biggest Celebrity Cruise Ship until my bigger sister came into the picture. Who am I?

Celebrity Apex 129,500 gross tons 

Celebrity Beyond 140,600 gross tons 

Where do we travel to?

100

Usually a first stop on a 4-night sailing out of Miami. Celebrity SI has been stopping here frequently. I am famous for a buoy.

Key West, Florida

200

Famous for it's Leaning Tower of Pisa and Ponte Vecchio. Which port(s) am I?

La Spezia and/or Livorno.

300

Known for flying up in a helicopter and go dogsledding on top of glaciers. 

Juneau, Alaska.

400

Known for the famous Atlantis Resort and Casino.

Nassau, Bahamas.

500

Known for it's rich history, much sightseeing. You can find the Coliseum, Spanish Steps and Vatican.

Rome, Italy (Civitavecchia)

Celebrity Revolution

100

Which was the first ship to become revolutionized?

Celebrity Millennium (ML) 

200

T/F - Celebrity Reflection is revolutionized.

False, Celebrity Reflection received its blue hull but has not been revolutionized.

300

What are the redesigned venues on the Celebrity Millennium and Summit?

Redesigned Venues on ML & SM

• Main Restaurants
  • Additional Seating
  • New fixture and finishes
• Oceanview Café
  • Transformed with an open, airy marketplace-inspired design offering island after island of international delicacies and increased seating options
• Rendezvous Lounge
  • Newly enlarged bar
  • Quiet reading nook for curling up with a book
• Le Petit Chef experience
  • Created by world-famous artists of Skullmapping
  • Available fleetwide
• Sunset Bar
  • Redesigned venue featuring a variety of seating options for alfresco dining or cocktails with a view
• Modernized Casino

400

T/F - Michael's Club can be found on Celebrity Apex.

False

500

T/F - Celebrity Revolution is designed by Kelly Hopkins.

True.

Assist or Transfer

100

A guest is calling with questions on a previous sailing.

Transfer to:

Celebrity Engagement 

200

Direct guest Jennifer is calling to pay for her hold she made yesterday with a CVP agent.

Transfer to: 

Celebrity CO Service.

300

A Spanish speaking guest/Travel Partner is calling in to make dining reservations.

Assist: 

Our line is for both English and Spanish.

400

A guest is requesting to speak to a supervisor.

Transfer to:

Celebrity Resolutions

RRS - Travel Partner Bookings

RSS - Celebrity Direct Bookings

500

Miriam is calling in because she wants to renew her vows on one of our ships. 

Transfer to:

Weddings and Vow Renewals

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