Review Celebrity OB

What tab do you navigate to in order to download your leads? 

• Guest Tab

• Reached Live

• Download Tab

• Activities tab

You dial out to a guest and receive a fast busy signal. What disposition do you use? 

• No Answer

• Invalid Phone/Disconnect

• AM Left Message

• Reached Live Person

You download a lead and identify that the guest has a booked cruise listed in their cruise preferences and quotes. What disposition should you use? 

• Never Called

• AM Left Message

• Already Booked

• No Answer

You download a BKtoCX lead and in review of the service history you identify that the guest has cancelled due to a hardship in their family. You should still call this guest and try to recover the sale. 

• Yes

• No

There are multiple reasons an agent would need to send an email: (Select all that apply)

• A guest made a reservation online and requested additional info about their cruise

• A guest has indicated that they prefer to be contacted via email 

• A guest that called our inbound call center but did not convert on their initial call

• A guest who booked a courtesy hold on our website but did not push through with a payment

• A guest cancelled a booking due to hardship or complaint

After a new activity is created, what disposition do you use to access your split screen and embedded Legasuite?

• AM Left Message

• Reached Live Person

• No Answer

• Already Booked

Match the following.

• OF_CCI

• A guest who booked a courtesy hold on our website but did not push through with a payment, which resulted to the cancellation of the booking.

• CTI_SHOPPING_CCI

• A guest that made a courtesy hold booking through our inbound call center but did not make a deposit.

• CPGN_WEBCXHOLD

• A guest that called our inbound call center but did not convert on their initial call.

• CX_CCI

• A reservation with payment that has cancelled.

• BKTOCX_

• A booking that did not have a payment and was then cancelled

Match the Lead Dispositions with the appropriate actions:

• Invalid/ Disconnect

• Invalid Lead source such as Referral

• Reached Live

• Voicemailbox is full

• Repeat Lead

• Business establishments with a hold music and no one answers after a minute

• AM - Left Message

• Left a voicemail.

• No Answer

• The disposition that we use when we reached the person or related person.

Your guest has just requested that we do not call them again. What are the appropriate steps for you to take to help this guest?

• Be empathetic and advise the guest that we will remove their number and Disposition as Do Not Call. The system will remove the guest from future contacts.

• Do nothing, there is no way to remove a guest from our lists.

• Be empathetic and advise the guest that we will remove their number. Take note of the number and immediately send a request to your leadership to remove the guest. 

You dial out to a guest and reach their secretary. The guest is unavailable to come to the phone. What disposition should you use? 

• No Answer

• Receptionist

• Invalid Phone/Disconnect

• Already Booked