Automatic zeros flashcardziz

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

Front

If incorrect information is given but corrected during the same call, will it always result in an automatic zero?

Back

No

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

Front

What is required when making an outbound call or conferencing?

Back

Inform the caller that the call is being monitored or recorded.

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

Front

When should an agent transfer a call to another department?

Back

Only when necessary and when they cannot resolve the issue themselves.

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

Front

What action should an agent take if the caller becomes verbally abusive? Options: a) Immediately disconnect the call, b) Warn the caller and advise them to stop the behavior before ending the call, c) Stay silent and let them vent, d) Argue back to defend the company's policies

Back

Warn the caller and advise them to stop the behavior before ending the call.

Front

Which of the following financial actions can result in an automatic zero?
a) Processing a refund request within 48 hours
b) Forgetting to send a confirmation email
c) Storing or copying/pasting a credit card number
d) Offering a future cruise credit for a canceled booking

Back

Storing or copying/pasting a credit card number

Front

Failing to acknowledge and react appropriately to a tragedy (such as death or serious illness) on a call can result in:

Back

An automatic zero