QA Quiz

Of the following examples, which is not showing a willingness to help:

TA: “Can you open my booking number please” SW: “I can look into that for you”

TA: “Can you open my booking number please” SW: “How are you doing today?, What’s the number?”

TA: “Can you open my booking number please” SW:” Yes, let me help you out with that, what’s the number?”

TA: “Can you open my booking number please” SW:” I can definitely help you with that”

Does the following call ending verify if further assistance is needed: “Okay Jenny so before I let you go, I just want to confirm that your deviation Trigger number is 345811. It should take 3-5 business days to come in. Do you have any other questions for me today? Well I hope you have a great day and thank you so much for calling Sunwing. Bye”

True

False

Does the following definition fit our current guidelines for building rapport with the caller: I showed interest in the caller to build rapport (e.g. Asking how their day is going or asking how their weekend was); I showed genuine empathy in both positive and negative situations and matched the tone of the caller (e.g. "You must be so excited for your vacation!" Or "I'm so sorry that happened to you!"); I used an expressive, helpful and positive tone, engaging the caller by being friendly and natural. I built trust with the caller by displaying a caring and supportive attitude, coupled with the best possible advice. I put the customer's interests ahead of my own. (e.g. Offering a room upgrade for a DC's honeymoon)

Yes

Which of the following situations is it appropriate to ask for the caller’s name and use it:

A booking Call

A change call that turned into an escalation

A call looking to add ancillary

An escalation where the caller is asking for your Supervisor right after you answer the call

All of the above

What information must be reviewed before applying payment?

The entire empowerment chart, Sunwing.ca T&C’s, and passport validity

Ask if they are Canadian citizens, passport validity, and the entire empowerment chart

TTS mandatory remarks, if they are Canadian citizens (eTA), and Sunwing.ca T&C’s

Passport validity, the entire empowerment chart, and TTS mandatory remarks

When a caller asks a question and you are not sure of the answer, out of the options below, what is the best way to handle this situation?

Say “I’m not sure, but I think I can find the answer for you…”

Say “I don’t know, if never been asked that question before…”

Say “let me put you on hold and find out”

Say “That’s a good question; let me find out for you”

The Travel Agent has called to book a vacation and you offer the Premium package however the TA declines. How do you handle the objection?

Provide features and benefits for the product to entice the caller to take it.

Try offering a regular seat selection as the Premium Package is probably too expensive

In a warning tone you can say “do the passengers know they won’t have priority boarding? The wait in line can be long sometimes… “

Both A and C are acceptable

What is the correct way of quoting prices?

Base + Tax per person

Total price per person

Base + Tax = total price per person

Both B and C are acceptable

What scenario is considered the best option for an open ended question

How are your passengers protecting their investment, would they like to add one of our insurances?

How are you planning on protecting your investment?

Would you like to add our cancellation insurance or platinum insurance?

Which one is not an added value to a call?

Walking through a TA on their sunwingportal/ giving them details on what they can do on their portal

Asking the public to like/follow Sunwing and Signature on social media

Letting the caller know that they can go on Sunwing.ca for edocs

Explaining to the caller what a trigger is and why you are using it

What are the following ways you can use to minimize dead air

Put the person on Hold by asking the caller if its ok to put them on hold/not longer than 2 minutes and thank the caller for waiting

Building rapport with the caller by asking for example how their day Is going

Justifying the dead air to the caller by explaining what you are doing and around how long it would take

All of the above

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