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.

• BKTOCX_

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

• CPGN_WEBCXHOLD

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

• CTI_SHOPPING_CCI

• A reservation with payment that has cancelled.

• CX_CCI

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

• 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.

Match the Lead Dispositions with the appropriate actions:

• AM - Left Message

• Invalid Lead source such as Referral

• Invalid/ Disconnect

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

• Repeat Lead

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

• Reached Live

• Left a voicemail.

• No Answer

• Voicemailbox is full

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