Written Final Assessment RSS

When is it NOT appropriate to Special Fare?

• Correcting a Royal Caribbean Error 

• Reapplying a promotion that has fallen off.

• Honoring an e-quote from a previous Inbound Sales call.

True or False: When special faring a reservation to a previous rate, it is important that all affected components are special fared back to the original amounts. 

• True

• False

What package item is not available to pre-reserve on an Interport sailing?

• Shore Excursions

• Spa Treatments

• Travel Protection

Which of the below listed would be the correct procedure to follow when adding an additional Hotel Room for a Family booking on an Alaskan Cruisetour? 

• Book the reservation then send an email to [e-mail] with the booking information so the Cruisetour department can manually add the additional hotel room price.

• Book the family stateroom as normal, and Special Fare the 5th guest DOWN to reflect the additional hotel room charge.

• Book the family stateroom as normal, and Special Fare the 5th guest UP to reflect the additional hotel room charge, using the SGF1 option code.

• Book the family stateroom as normal, then add a hotel package to the second reservation.

A part of good communication is active listening. Active listening includes doing what?

• Ask probing questions and acknowledge what the caller has said.

• Ask closed questions and offer compensation.

• Make sure you always speak before the guest does, so you can maintain control of the call.

What FCC’s are eligible to be applied via Real time Redemption?

• CWC

• GSS

• NRD

• Goodwill/Incident

  
  

• All of the Above

Which of the below Overpayment statuses mean that both Resolutions and Leadership are unable to reject the original overpayment? [Select all that apply]

• Authorized

• Requested

• Posted

The circled entry indicates that we withheld $121 in penalty on this booking.

• True

• False

What is the correct procedure for canceling the land portion of a Cruisetour? (Guests will still be going on the cruise)

• Cancel the Cruisetour reservation and then rebook a new C/O reservation because once a cruisetour is booked we cannot make changes to the package code.

• Check to see if a partial tour cancellation penalty is applicable. Then change the package code back to the C/O package code and remove the price code before updating the booking.

• Change the package code back to the C/O package then remove the price code before updating the booking.

• Only Revenue can do this, so the call will need to be transferred to them so that they can handle the cancellation process.

For what reasons are you able to offer a cancellation charge waiver and refund?

• RCCL error, Day of booking, Death of guest/immediate family, Call to Active Duty, Duplicate Booking

• To rebook the guest on a future sailing or offer a Future Cruise Certificate

• To rebook the guest on a future sailing, or offer a Letter of Credit

• RCCL error, Verbal Misquote, Death of an extended family member, Call to Active Duty