
Automatic zeros flashcardziz

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15 questions
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1.
FLASHCARD QUESTION
Front
Which of the following errors can result in an automatic zero?
a) Providing incorrect suite amenities information
b) Using industry jargon when speaking to a guest
c) Forgetting to offer an upsell opportunity
d) Asking the caller to hold for 10 seconds
Back
Providing incorrect suite amenities information
2.
FLASHCARD QUESTION
Front
If incorrect information is given but corrected during the same call, will it always result in an automatic zero?
Back
No
3.
FLASHCARD QUESTION
Front
Which of these financial errors can lead to an automatic zero?
a) Offering to lower the rate without being prompted
b) Forgetting to apply a discount code
c) Quoting a slightly lower price to secure a booking
d) Not mentioning all available promotions
Back
Offering to lower the rate without being prompted
4.
FLASHCARD QUESTION
Front
What is required when making an outbound call or conferencing?
Back
Inform the caller that the call is being monitored or recorded.
5.
FLASHCARD QUESTION
Front
If an agent modifies a reservation without obtaining the required password or access, what type of violation is this?
Back
Security breach leading to an automatic zero
6.
FLASHCARD QUESTION
Front
When should an agent transfer a call to another department?
Back
Only when necessary and when they cannot resolve the issue themselves.
7.
FLASHCARD QUESTION
Front
What is considered an improper call release? Options: a) Ending the call 10 seconds after the conversation concludes, b) Releasing the call before the caller acknowledges the conclusion, c) Allowing the call to go silent for 5 seconds before ending, d) Transferring the caller to the appropriate department
Back
Releasing the call before the caller acknowledges the conclusion
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