Description
Question 1 of 25
You don’t need to be the best salesperson to be the best coach.
Option A
True
Option B
False
Question 2 of 25
Dialogues are used when speaking to your guests, monologues should be
used when speaking to your team.
Option A
True
Option B
False
Question 3 of 25
Which is not one of the 3 core elements?
Option A
Positive Attitude
Option B
Personal Relations
Option C
Product Knowledge
Option D
Presentation Style
Question 4 of 25
Which is the most effective way to increase product knowledge and
engagement in your team?
Option A
Running contests
Option B
Posting flyers in the back office
Option C
Conducting room tours
Option D
Sending regular surveys
Question 5 of 25
What is a universal way of greeting guests?
Option A
Wave
Option B
Smile
Option C
Handshake
Option D
Thumbs-up
Question 6 of 25
According to many studies, how long does it take to make a first impression?
Option A
1 minute
Option B
30 seconds
Option C
10 seconds
Option D
7 seconds
Question 7 of 25
Which is not one of the 4C’s for making a connection?
Option A
Compliment
Option B
Commonality
Option C
Congratulate
Option D
Congeniality
Option E
Creating Consensus
Question 8 of 25
You still need to introduce yourself to the guest if you are wearing a nametag.
Option A
True
Option B
False
Question 9 of 25
What is the main reason behind Fact Finding?
Option A
To make small talk with the guest
Option B
To discover the guest’s needs
Question 10 of 25
What type of questions should you ask your guests when you are fact finding?
Option A
Close-ended
Option B
Open-ended
Question 11 of 25
Which of the following is not an example of an open-ended question?
Option A
What brings you to our property?
Option B
What are your plans while you’re visiting us?
Option C
Are you checking in?
Option D
Where are you visiting us from?
Question 12 of 25
Which word should agents use to evoke an image of value for
the guest?
Option A
Upgrade
Option B
Upsell
Option C
Enhancement
Next
Question 13 of 25
Which is true when it comes to making an offer to the guest in Step 3?
Option A
Always make an offer that makes sense
Option B
Always offer the largest room
Option C
Always mention convenience as a benefit
Option D
Both A & B
Question 14 of 25
Something you can touch or see is a _____.
Option A
feature
Option B
benefit
Question 15 of 25
Which of the following is NOT an example of a benefit?
Option A
Comfort
Option B
Convenience
Option C
Peace of Mind
Option D
Fun
Option E
Larger Space
Option F
Luxury
Question 16 of 25
Which is not one of the 3 Mechanics of the Sale?
Option A
Assumptive Close
Option B
Overcoming Objections
Option C
Confident Opening Phrase
Option D
2 Features & 2 Benefits
Question 17 of 25
Using the word _____ legitimizes your offer in your confident opening phrase.
Option A
recommend
Option B
since
Question 18 of 25
Using the word _____ in your confident opening phrase sets yourself up as
the expert.
Option A
since
Option B
recommend
Question 19 of 25
Which is an example of an Assumptive Close?
Option A
If you’d like those additional amenities, we have some room available.
Option B
It’ll be a perfect choice for your stay.
Option C
Do you want to upgrade to that room?
Question 20 of 25
When making a secondary offer to a guest, what is true about the benefits?
Option A
They should be the same as your original offer, so the offer will still make sense to the guest [Read Less]
Option B
They should be different from your original offer, so the guest has a reason to change their mind and say yes [Read
Less]
Question 21 of 25
Overcoming objections is really about trying to convince the guest of
something.
Option A
True, you are trying to convince the guest to change their mind and agree to the upsell [Read Less]
Option B
False, it’s more about answering questions showing the guest the value of the offer [Read Less]
Question 22 of 25
Which is the most effective universal benefit to use during Step 5?
Option A
Comfort
Option B
Convenience
Option C
Peace of Mind
Question 23 of 25
It is not possible to make a recommendation to an affinity guest that already
received an enhancement through their membership rewards.
Option A
True
Option B
False
Question 24 of 25
A positive close is only necessary for the guests that upgraded.
Option A
True
Option B
False
Question 25 of 25
The acronym C.A.R.E. stands for Comment About a Relevant ______.
Option A
Experience
Option B
Excitement
Option C
Enhancement
Option D
Encouragement
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You don’t need to be the best salesperson to be the best coach.
Option A
True
Option B
False
Question 2 of 25
Dialogues are used when speaking to your guests, monologues should be
used when speaking to your team.
Option A
True
Option B
False
Question 3 of 25
Which is not one of the 3 core elements?
Option A
Positive Attitude
Option B
Personal Relations
Option C
Product Knowledge
Option D
Presentation Style
Question 4 of 25
Which is the most effective way to increase product knowledge and
engagement in your team?
Option A
Running contests
Option B
Posting flyers in the back office
Option C
Conducting room tours
Option D
Sending regular surveys
Question 5 of 25
What is a universal way of greeting guests?
Option A
Wave
Option B
Smile
Option C
Handshake
Option D
Thumbs-up
Question 6 of 25
According to many studies, how long does it take to make a first impression?
Option A
1 minute
Option B
30 seconds
Option C
10 seconds
Option D
7 seconds
Question 7 of 25
Which is not one of the 4C’s for making a connection?
Option A
Compliment
Option B
Commonality
Option C
Congratulate
Option D
Congeniality
Option E
Creating Consensus
Question 8 of 25
You still need to introduce yourself to the guest if you are wearing a nametag.
Option A
True
Option B
False
Question 9 of 25
What is the main reason behind Fact Finding?
Option A
To make small talk with the guest
Option B
To discover the guest’s needs
Question 10 of 25
What type of questions should you ask your guests when you are fact finding?
Option A
Close-ended
Option B
Open-ended
Question 11 of 25
Which of the following is not an example of an open-ended question?
Option A
What brings you to our property?
Option B
What are your plans while you’re visiting us?
Option C
Are you checking in?
Option D
Where are you visiting us from?
Question 12 of 25
Which word should agents use to evoke an image of value for
the guest?
Option A
Upgrade
Option B
Upsell
Option C
Enhancement
Next
Question 13 of 25
Which is true when it comes to making an offer to the guest in Step 3?
Option A
Always make an offer that makes sense
Option B
Always offer the largest room
Option C
Always mention convenience as a benefit
Option D
Both A & B
Question 14 of 25
Something you can touch or see is a _____.
Option A
feature
Option B
benefit
Question 15 of 25
Which of the following is NOT an example of a benefit?
Option A
Comfort
Option B
Convenience
Option C
Peace of Mind
Option D
Fun
Option E
Larger Space
Option F
Luxury
Question 16 of 25
Which is not one of the 3 Mechanics of the Sale?
Option A
Assumptive Close
Option B
Overcoming Objections
Option C
Confident Opening Phrase
Option D
2 Features & 2 Benefits
Question 17 of 25
Using the word _____ legitimizes your offer in your confident opening phrase.
Option A
recommend
Option B
since
Question 18 of 25
Using the word _____ in your confident opening phrase sets yourself up as
the expert.
Option A
since
Option B
recommend
Question 19 of 25
Which is an example of an Assumptive Close?
Option A
If you’d like those additional amenities, we have some room available.
Option B
It’ll be a perfect choice for your stay.
Option C
Do you want to upgrade to that room?
Question 20 of 25
When making a secondary offer to a guest, what is true about the benefits?
Option A
They should be the same as your original offer, so the offer will still make sense to the guest [Read Less]
Option B
They should be different from your original offer, so the guest has a reason to change their mind and say yes [Read
Less]
Question 21 of 25
Overcoming objections is really about trying to convince the guest of
something.
Option A
True, you are trying to convince the guest to change their mind and agree to the upsell [Read Less]
Option B
False, it’s more about answering questions showing the guest the value of the offer [Read Less]
Question 22 of 25
Which is the most effective universal benefit to use during Step 5?
Option A
Comfort
Option B
Convenience
Option C
Peace of Mind
Question 23 of 25
It is not possible to make a recommendation to an affinity guest that already
received an enhancement through their membership rewards.
Option A
True
Option B
False
Question 24 of 25
A positive close is only necessary for the guests that upgraded.
Option A
True
Option B
False
Question 25 of 25
The acronym C.A.R.E. stands for Comment About a Relevant ______.
Option A
Experience
Option B
Excitement
Option C
Enhancement
Option D
Encouragement
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