WorksheetsService Call Handling Quiz
Total questions: 50
Worksheet time: 25mins
What are the key components of a proper greeting when assisting a guest?
Saying hello and introducing yourself
Asking for the guest’s issue immediately
Assuring the guest of your assistance
Saying hello and introducing yourself and Assuring the guest of your assistance
Why is it important to reconfirm the guest’s issue?
To ensure clarity and show empathy
To speed up the process without listening to the guest
To avoid assisting the guest
None of the above
What should the agent do first when a guest requests cancellation due to a change in plan?
Ask for the Booking ID and verify details
Approve the refund immediately
Tell the guest they cannot cancel
Ask the guest to rebook before canceling
What should the agent do if a guest requests cancellation for a booking made through an OTA?
Cancel the booking directly in CRS
Inform the guest that cancellations must be done through the OTA
Ignore the request since it is an OTA booking
Tell the guest that refunds are not possible
When a guest has duplicate bookings for the same date, what is the refund policy?
Both bookings must be paid for
Only one booking is eligible for a refund after the first booking is checked out
The guest must cancel both bookings to get a refund
Refunds are not possible for duplicate bookings
What is required from the guest to process a refund in case of a medical or family emergency?
A verbal confirmation of the emergency
A supporting document verifying the emergency within the booking period
A call from a family member
No proof is required
What is the correct process when a guest requests a cancellation due to a contingency like a riot, flood, or lockdown?
Immediately process the refund without verification
Collect the Booking ID, verify details in CRS, and check with the Property Manager
Deny the refund request and ask the guest to rebook
Tell the guest to contact the hotel directly without taking further action
What should an agent do first when a guest requests a booking voucher or status confirmation?
Ask for the Booking ID (BID) and check the status in CRS
Immediately resend the voucher without verification
Tell the guest to wait without checking the system
Ask the guest to rebook their stay
If the guest’s Booking ID (BID) is not reflecting in CRS, what should the agent do?
Provide the guest with the Malaysia escalations email and request the booking voucher
Ask the guest to book again without further checking
Close the ticket immediately without taking action
Tell the guest that nothing can be done
What should the agent do first when a guest requests to modify their booking duration?
Check and validate if the booking is modifiable in CRS
Modify the booking immediately without checking
Tell the guest to cancel without checking the system
Deny the request without further action
How can a guest change their registered name on a booking?
Contact OYO customer support for manual changes
Modify it through the OYO app only
Make a new booking with the correct name
Name changes are not allowed under any circumstances
If a guest requests to change their room category, what should the agent do first?
Check and validate room category availability in CRS/Lifeline
Modify the booking without checking room availability
Inform the guest that changes are never possible
Check and validate room category availability in CRS/Lifeline and Tell the guest to check directly with the hotel
What should the agent do if a guest wants to increase the occupancy but the booking is non-modifiable?
Inform the guest that the booking is not modifiable and suggest canceling and rebooking
Increase the occupancy without informing the guest
Tell the guest that occupancy cannot be changed and leave it unresolved
Ignore the request and proceed with the current booking details
If a guest wants to reschedule their check-in date, what should the agent do?
Check availability in CRS/Lifeline and modify if possible
Inform the guest that rescheduling is never allowed
Ask the guest to book a new stay without checking the system
Automatically cancel the booking without guest approval
What is the correct response when a guest requests to change their hotel?
Inform the guest that hotel changes are not possible and advise them to cancel and rebook
Modify the booking to a new hotel immediately
Ask the hotel to accept the change manually
Tell the guest that hotel changes require extra fees
If a guest complains that an amenity is missing at the property, what should the agent do first?
Check the property listing on OYO Web/OTA and verify if the amenity is listed
Immediately process a refund without verification
Ask the guest to ignore the issue and continue the stay
Tell the guest to contact the property manager directly
If a guest complains that the room does not match the pictures shown during booking, what should the agent do?
Check the booking voucher and property listing for verification
Assume the guest is mistaken and deny the complaint
Process a refund immediately without verification
Ask the guest to accept the room as is
What should the agent do if a guest claims they were given a smaller room or a different category than booked?
Validate the claim by checking the CRS and property listing
Tell the guest that all rooms are similar and deny their concern
Process a refund without verification
Advise the guest to book a different hotel
If an amenity mismatch is confirmed and the PM agrees to resolve the issue, what should the agent do?
Inform the guest that the issue will be resolved
Immediately refund the full amount without informing the PM
Tell the guest to find another hotel without resolving the issue
Ignore the request since the guest has already checked in
If the PM is not contactable after 3 attempts within 6 hours, what should the agent do?
Refund in the guest's favor and inform the PM
Wait indefinitely for the PM’s response before taking action
Tell the guest that nothing can be done without PM confirmation
Advise the guest to contact OTA directly without further assistance
If a guest has already used the room and requests a refund due to a service issue, how is the refund calculated?
Based on the percentage refund policy according to usage
Full refund is given regardless of usage
No refund is possible after check-in
The refund amount is decided randomly by the agent
What is a floor price breach in the OYO booking system?
When the guest books a room at a price lower than the agreed minimum price set by the owner.
When the owner wants to charge more than the listed price.
When the guest refuses to check in due to high room rates.
When the guest pays extra for premium services.
If a guest complains about being denied check-in due to a tariff issue, what should the agent do first?
Apologize and confirm the guest's concern.
Ask the guest to leave and book another hotel.
Offer a refund immediately.
Tell the guest that nothing can be done.
How does an agent verify a floor price breach complaint?
Check the booking price and floor price on the CRS booking page.
Ask the guest to call the property manager directly.
Cancel the booking without verification.
Ask the guest to pay extra to match the floor price.
If a guest is denied check-in due to a floor price issue, what is the first step in contacting the PM?
Call the PM/Owner using the hotel contact details available in CRS.
Ask the guest to find another hotel.
Tell the guest that OYO cannot help in this situation.
Offer a refund immediately without checking with the PM.
If the PM is not reachable after multiple attempts, what should the agent do next?
Contact the RM (Regional Manager) for assistance.
Close the case and inform the guest that nothing can be done.
Ask the guest to escalate the issue to another department.
Offer the guest a free meal as compensation.
If the guest refuses to shift to another property, what should the agent do?
Initiate a refund as per the policy.
Tell the guest to book another hotel at their own expense.
Convince the guest to stay at the original property.
Charge the guest extra to match the floor price.
Where should an agent check for hotel policies related to occupancy, unmarried couples, age restrictions, and nationality restrictions?
The property page on the OYO website.
The guest's booking confirmation email.
The OTA's general website.
The hotel manager’s verbal confirmation.
If a guest booked through an OTA (Online Travel Agency) and has questions about the cancellation policy, what should the agent do?
Ask the guest to check the cancellation policy on their booking voucher or contact the OTA call center.
Modify the cancellation policy without checking.
Tell the guest OYO has the same cancellation policy for all bookings.
Ask the guest to contact the property manager directly.
Where can an agent find hotel amenities information for a specific property?
The amenities section on the CRS property page (Bottom Left section).
The hotel's social media pages.
Only by calling the property manager.
By asking the guest to visit the property and check.
How should an agent provide location details to a guest?
Open the property page on CRS, check the location section, and inform the guest about nearby landmarks.
Ask the guest to look up the property address on Google Maps.
Tell the guest that location details are only available after check-in.
Advise the guest to contact the property manager for directions.
How can an agent send property directions to a guest?
Send an SMS and email via CRS through the booking page.
Call the guest and describe the location verbally.
Ask the guest to navigate using a taxi app.
Ask the guest to visit the nearest OYO office for directions.
If a guest asks for the hotel's contact details, what should the agent do?
Try to resolve the query directly first and, if necessary, guide the guest to use IVR to contact the property.
Give the personal number of the property manager.
Refuse to provide any contact details.
Ask the guest to visit the property in person.
If a guest reports that they were charged twice for the same booking, what is the first step an agent should take?
Ask for the guest’s Booking ID, registered phone number, or email for verification.
Immediately process a refund without checking the system.
Ask the guest to wait for 7 days before raising any concern.
Tell the guest that double payments cannot happen.
A guest claims they have paid, but the payment is not reflecting in the system. What should the agent do?
Create a seek OD ticket for the tech support team with all relevant details.
Ask the guest to make another payment immediately.
Tell the guest to wait for one week before contacting support again.
Direct the guest to the hotel manager to resolve the issue.
If a guest is unable to make an online payment, how should the agent assist them?
Inform the guest to try another payment method or use cash at the property if applicable.
Tell the guest to cancel their booking if they cannot pay online.
Redirect the guest to third-party payment apps without checking OYO’s system.
Ask the guest to wait until the issue resolves on its own.
If a guest reports that the property charged them extra, what should the agent do first?
Validate the booking price in CRS and check if the property has charged the guest correctly.
Immediately process a refund without checking.
Ask the guest to contact the property manager on their own.
Tell the guest that extra charges are non-refundable.
A guest has made a payment, but their booking is not confirmed due to a system issue. What should the agent do?
Raise a seek OD ticket for the tech support team and assure the guest that the issue will be reviewed.
Ask the guest to make another payment to create a new booking.
Direct the guest to wait 7 days before taking any action.
Inform the guest that they will not receive a refund if the booking is unprocessed.
If a guest is unable to use or receive their referral, cashback, or coupon discount, what should the agent do?
Ask for the guest’s Booking ID, registered phone number, or email, then create a seek OD ticket for tech validation.
Tell the guest that all promo codes are non-refundable.
Suggest that the guest try a different code without checking their eligibility.
Ask the guest to pay full price and raise a dispute later.
A guest has received a partial refund and is asking why they did not get a full refund. What should the agent do first?
Verify the Booking ID and registered email/phone number and check the refund status details in CRS.
Immediately process the remaining refund without checking eligibility.
Tell the guest that partial refunds cannot be reviewed.
Ask the guest to reach out to the property directly.
A guest’s refund request has been declined. What should the agent do next?
Check CRS details to validate the reason for rejection.
Assure the guest that the refund will be processed soon.
Ask the guest to wait for another 7 days before contacting again.
Process the refund manually without validation.
A guest's refund request is still pending, and they want an update. What is the correct process?
Verify the Booking ID and registered details, check CRS for refund status, and manually initiate the refund if eligible.
Tell the guest that pending refunds are irreversible.
Ask the guest to
When can an agent process a refund for a guest?
Only after validating eligibility through CRS.
Anytime a guest demands it.
Without verification, as long as the guest has a Booking ID.
Only if the guest escalates the issue to OTA.
If a refund is approved, which methods can be used to raise the refund request?
Manual Process or OREO System
Refunds cannot be raised manually.
Only through OTA escalation.
Guest must raise a new ticket themselves.
Which application is used for calling?
OYO Seek
Cerebrum
OYO Desk
C-Zentrix
Which tool is used to create a booking ticket?
OYO Seek
Lifeline
OYO Desk
What is the minimum age required for a customer to make a new booking?
16 years
17 years
15 years
18 years
What should be the disposition if a booking is successfully created with an upfront payment?
Booking Created with Cash at Hotel
Booking Created with Prepayment
Booking Lost - Enquiry Tariff
Information Provided
What disposition should be used when a customer inquires about room rates but does not book?
Booking Lost - Due to Price Disparity
Booking Lost - Enquiry Tariff
Booking Lost - Want to book from Hotel
Relevant_Call_disposition_not_available
Which of the following is NOT allowed on a customer service call?
Using professional language
Providing accurate and complete information
Using slangs or abusive words
Being attentive and polite
