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Knowledge Check #1 Flashcards | StudBud
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Knowledge Check #1
Knowledge Check #1
19 terms
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StudBud Administration
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LETS REVIEW
Flashcards
19 cards
F
Practice quiz
P
Host live
L
Questions
19
Answers
1
The property account page includes the hotel’s phone number?
True
False
2
“Listens and Sets Expectations” is a key driver of which Customer Service Standard?
Drive and Celebrate Loyalty
Make it Effortless
Personalize
Know our Hotels and Promote Sales
3
Accurately updates account information and advises Guest, as needed is a key driver of which Customer SercviceStandard?
Personalize
Drive and Celebrate Loyalty
Know our Hotels and Promote Sales
Make it Effortless
4
Listening attentively is someone, paraphrasing what is being said, and withholding judgement, opinion,or bias.
False
True
5
Which piece of information is NOT included in the Guest Profile Summary?
Future reservations
Floor preference
Loyalty account information
Points balance
6
Which view in Knowledge provides updated information regarding policy changes and urgent anouncements?
Job Aids
Today’s Trending Topics
Published – English
Policy Updates and Announcements
7
Which tab should you select in the Guest Lookup tool to search by aMarriott Bonvoy number?
Guest Info
Loyalty #
Prop/Res Info
8
You must provide at least three characters for the first name
and
how many characters for the last name?
3
4
1
2
9
The four CEC Customer Service Standards are:
Welcome & Farewell, Promote Loyalty, Personalize, Encourage Sales.
Make it Effortless Drive and Celebrate Loyalty Personalize Encourage Sale.
Welcome Guests, Promote Loyalty, Personalize the Experience,Promote Sales.
Effortless, Drive & Celebrate Loyalty PersonalizeKnow Hotels Promote Sales
10
Using the image, where would you click next to navigate to the Knowledge screen?
D - Click the Question Mark icon
B -Drop-down arrow next to Contacts, then select Knowledge
A - Drop-down arrow next to Recenly viewed, then select Knowledge
C - Type Knowledge into search bar
11
What should you select from the filter drop-down to limit theUniversal Search results to show only Contact Records?
Guest Records
Contacts
Contact Records
Account Records
12
What are the two different type of Accounts?
Guest Accounts and Case Accounts
Property Accounts and Business Accounts
Business Accounts and Contact Records
Property Accounts and Guest Accounts
13
“Delivers tailored response” is a behavior in which Customer Service Standard?
Drive and Celebrate Loyalty
Personalize
Make it Effortless
Know our Hotels and Promote Sales
14
Which option should you use to update a guest’s email address?
Contact Record
Maintentance button
Guest Profile Summary
15
Which of the following is NOT one of the Five Human Truths discussed in Taking Ownership?
Feel Special
Belong
Be Engaged
Understood
16
HEART is an acronym for which of the following?
Helpful, Empathy, Attentive, Resolutions, Trust
Hearing, Empathy, Attentive, Resources, Tools
Helpful, Engaged, Acknowledge, Rapport, Trust
Helpful, Effective Questioning, Active Listening, Resolutions, Trust
17
The CEC Call provide suggestions for how a typical call flow may occur when assisting a guest. It is not a requirement.
True
False
18
Cases that are linked to a guest’s account can be found on what tab?
Related
Activity
Details
Chatter
19
“Minimizes dead air” is a behavior in which Customer Service Standard?
Make it Effortless
Drive and Celebrate Loyalty
Know our Hotels and Promote Sales
Personalize
