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WorksheetsWritten Final Assessment RSS
Total questions: 23
Worksheet time: 12mins
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 royalcruisetours@rccl.com 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
A Direct Guest calls to inform us that his sister has passed away. Aside from a full refund, what are other offers you can make to accommodate the guest?
To rebook the guest on a future sailing or a Future Cruise Certificate
RCCL error, Verbal Misquote, Death of an extended family member, Call to Active Duty
To rebook the guest on a future sailing, or offer a Letter of Credit
RCCL error, Day of booking, Death of guest/immediate family, Call to Active Duty, Duplicate Booking
When remarking LegaSuite for accessible price protection the correct two digit remark code is AU.
True
False
Will the example of stateroom configuration shown below meet the minor's policy?
Stateroom 1018
Heidi Lawson 46- Marie's mother
Olive Wagner 18- Marie's friend
Stateroom 1016
Marie Lawson 19- Heidi's daughter
Jordan Flemming 18- Heidi's nephew
Does meet the policy
Does NOT meet the policy
What does the circled entry mean?
Amenity was refunded to VA ending in 2815
Refund for cancelled shore excursion has been issued to VA ending in 2815.
Shore excursion has been paid with VA ending in 2815
What are two types of documents that Cuban citizens can provide after creating a booking?
Cuban Passport
National Identity Card e.g. Driver's license (from the new country of permanent residence)
Permanent Resident Alien Card (from the new country of permanent residence)
Work Visa (from the new country of permanent residence)
The caller’s perception of your attitude is largely based on the tone of your voice.
True
False
General policy states that Name Changes are permitted prior to what date?
Any time before the day of sailing.
Any time before final manifest has been sent.
Any time before preliminary manifest has been sent.
When evaluating whether to waive a cancellation penalty, what should you do first?
Transfer the call to your supervisor
Let the caller know when we make exceptions.
Nothing, we do not make any kind of exceptions
Check to see if they have Travel Protection purchased on the booking or travel protection with any other outside company.
If the guest is a "no show" to the cruise, then the shore excursion portion would be refunded.
True
False
When a sailing is redeployed it is okay to offer more compensation than what has been communicated to the call center for extreme situations.
True
False
Refunds in _____ status cannot be stopped/redistributed.
requested
approved
posted
Please choose the options that include all the requirements that makes an accessible stateroom reservation eligible for a price protection, per the DOT regulations 49 CFR Part 39. Choose all that apply.
USA Citizen, USD, QN 01/19/24, 3 Night Sampler Cruise departing out of Brisbane
USA Citizen, CAD, AL 10/08/22, 7 night Western Caribbean & Perfect Day Cruise
CAN Citizen, USD MA 9/24/22, 5 night Eastern Caribbean & Perfect Day Cruise
USA Citizen, USD, FR 07/03/23, 4 night Bahamas & Perfect Day cruise
What is Josue Soto's Date of birth?
12/21/1992
10/08/1990
08/01/1994
03/02/1989
