If you do not know how to pronounce the guest's name, what should you do?
Ask them!
100
What does DNC stand for?
Do Not Call
100
Calls are recorded for ________________ __________________ and training purposes.
quality assurance
100
If the guest travels to Branson, MO, where should they tour?
Suites at Fall Creek
100
What is the resort in Lake Tahoe, CA?
Lake Tahoe Vacation Resort
200
What do you do if the hold time will be longer than two minutes?
Get back on the line and see if the guest would like to continue holding or schedule a call back.
200
If the guest requests a copy of the DNC Policy and a manager IS available, what should you do?
1. Confirm we have one.
2. Get a manager/supervisor to TO.
200
Which consent must be obtained on every call unless we already have it?
Consent to call mobile
200
What are two attractions to Branson, MO?
70+ Live shows and Branson Landing
200
If the guest travels to Lake Tahoe, CA, where should they tour?
Lake Tahoe Vacation Resort
300
What does VAPE stand for?
Verify
Address
Phone
Email
300
If the guest requests a copy of the DNC Policy and a manager is NOT available, what should you do?
1. Confirm we have one.
2. Collect contact info.
3. Email to supervisors.
300
If a guest declines consent to be recorded, what should you do?
Politely and immediately terminate the call
300
What is the off-site in Branson, MO?
Clarion Hotel at the Palace
300
What are two attractions to Lake Tahoe, CA?
snow and lake activities
400
What are three phone etiquette rules? (DOUBLE POINTS IF VIPERS IS GIVEN INSTEAD!)
1. Focus on the call
2. Do not interrupt the guest
3. Use proper grammar
Voice quality
Inflection
Posture
Energy
Rhythm
Silence
400
If a guest is placed on the DNC list, are there any exceptions for when DRI can contact them by phone? If so, what is the exception?
Yes; in regards to an existing ownership/membership.
400
If a guest requests a copy of the DNC Policy and they do not want to provide their name, can we still mail it to them? What is the requirement for the address?
Yes. The only requirement is it be a physical address and not a PO box due to a signature being required.
400
What are two features of Clarion Hotel at the Palace?
Restaurant & free breakfast
400
What is the off-site in Lake Tahoe, CA?
Forest Suites Resort at Heavenly Village
500
What is the proper hold procedure?
Request permission
Indicate time and reason
Get consent
Hold time kept to two minutes
Thank guest by name for holding
500
What are the steps to place a guest on the internal do not call list?
1. Advise the guest it is permanent.
2. Let them know it could take up to 30 days but will be done ASAP.
3. Submit completed DNC form to supervisor.
4. Disposition as DNC
500
What are the required legal disclosures?
1. Full name
2. Company name
3. Location
4. Phone number
5. Call is monitored/recorded & permission to continue
6. Purpose of the call
500
What is the resort in Branson, MO? What are two features?
Suites at Fall Creek; indoor/outdoor pool & lakeside property
500
What are two features of the Forest Suites Resort: Lake Buena Vista?