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Practice Final Assessment: Written CO

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Practice Final Assessment: Written CO
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20 questions

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1.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

A guest asks, “When you say residency, do you mean where I currently live or where I was born? I was born in Syria, and my passport is from there. However, I have asylum status in US, along with a green card and a driver’s license.”

What is the appropriate action to take in this case?

Inform the guest that we cannot process reservations for citizens of Trade Sanctioned countries and apologize for any confusion.

Proceed with the booking, but do not take payment, and warm transfer the call to the appropriate department.

Create the booking as usual and process payment without restrictions.

Complete the booking, accept payment, and then transfer the call to the proper department.

2.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Scenario:
A guest asks, “If I book my airfare through you, will my transportation from the airport to the cruise port be included in the airfare price?”

Complimentary round-trip transfers are always included; just print your vouchers.

Transfers are not included in the airfare and must be booked separately

Transfers are included only if you book your airfare and transfers at the same time.

3.

MULTIPLE CHOICE QUESTION

30 sec • 1 pt

Scenario:
Daniel calls and says, “I’d like to transfer $300 from my parents' booking to mine. Both bookings are for the same ship and sail date, and I have both booking numbers.”

True or False: A Funds Maintenance Transfer can be processed between two reservations as long as the caller provides both booking numbers, with no further verification required.

False
True

4.

DROPDOWN QUESTION

1 min • 1 pt

Media Image

Fill in the Blank Question:

When performing a funds maintenance transaction, how should you enter $200 in the Total X-Referenced field? ​ (a)  

20000
$200.00
200.00
200

5.

DROPDOWN QUESTION

1 min • 1 pt

Scenario: A guest asks, “I’m unsure about adding your travel protection now. If I change my mind later, can I call back and have it added to my booking?”

Complete the response: “We can add travel protection to your reservation anytime (a)   final payment.” ✅

after
7 days after
7days before
on or before

6.

DROPDOWN QUESTION

1 min • 1 pt

Michael and his family booked a 10-Night Alaska Cruisetour, but their plans changed, and they can only take the cruise portion. The Cruisetour is scheduled to begin in 40 days. You advise that converting their reservation to a cruise-only booking will result in a ​ (a)   ​​cancellation charge per person and the rates will be updated to the current pricing.​

$1,300
$1,000
$850
$1,500

7.

MULTIPLE SELECT QUESTION

45 sec • 1 pt

Question:
Which of the following self-service features are available in the Partner Express tool on CruisingPower? (Select all that apply)

Best Price Guarantee requests

Purchase and manage Onboard Credits

Request a Future Cruise Credit

Transfer a Future Cruise Credit

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