wayground logo

Free Printable Worksheets

Font size

S
M
L
XL
Worksheets

Open-Ended VS Close-Ended

Total questions: 11

Worksheet time: 8mins

Name
Class
Date
1.

Navigators should use _____________ when asking discovery questions.

a)

Open-ended questions

b)

Close-ended questions

2.

Close-ended questions are answerable by "Yes" or "No".

a)

True

b)

False

3.

Which are examples of open-ended discovery questions?

a)

Are there any special occasions that you will celebrate onboard?

b)

What special occasion will you be celebrating during your cruise?

c)

Do you like attending formal night gatherings?

d)

How do you prepare if there are formal night gatherings that you need to attend?

4.

Scenario: The agent asked the guest, "What special occasion will you be celebrating on board?", and the guest responded, "None". The agent asked a follow-up question, "What kind of souvenirs are you fond of collecting every time you travel?", and the guest responded, "I don't collect souvenirs".

Question: If these are the responses of the guest, does the agent needs to ask more follow-up questions?".

a)

YES

b)

NO

5.

Which of the following are close-ended questions?

a)

Do you like extreme activities?

b)

May I know your reason for booking this cruise?

c)

Are you a nature-lover?

d)

Is there any specific cuisine that you would like to try?

6.

When pitching an upsell, agents should use close-ended questions.

a)

TRUE

b)

FALSE

7.

If the guest confirms that they love beaches, what upsell item/s should the agent offer?

a)

Specialty Dining

b)

Shore Excursions

c)

Stateroom bottled water

d)

Spa Reservation

8.

Which of the following are using open-ended questions when pitching an upsell?

a)

Would you like to add Transfers from airport to ship, and ship to airport?

b)

For a hassle-free transportation from airport to ship, and ship to airport, how about adding Transfers to your booking?

c)

I highly recommend adding the Princess Vacation Protection to your booking because (discuss features and benefits). How would you like to proceed?

d)

Do you want to add Princess Vacation to your booking?

9.

SCENARIO: The agent said, "Will you consider adding a spa reservation to your booking?".

How are we going to tag "Upsell" in CXOne and Clearview?

a)

CXOne: Yes

Clearview: Yes

b)

CXOne: Yes

Clearview: NA

c)

CXOne: No

Clearview: No

d)

CXOne: Yes

Clearview: No

10.

Open-ended questions should start with:

a)

Does, Do, Is, Are

b)

What, When, Where

c)

Why, Which, How

d)

Will, Would, May, Can

11.

When providing suggested verbiage for discovery questions and upsell offers, our examples should be in an "open-ended" form.

a)

TRUE

b)

FALSE