Salesforce Test Review
Referral code - REF:
Referral
What are the 9 steps you would take when working your contact list and you're ready to qualify? (when they answer the phone)
1. Click on "Name" 2. Select Direct Opp- NCL; Create a new DO 3. Click "Save" 4. Open DO by clicking on the green banner 5. Qualify guest using the recipe 6. Disposition the call 7. Select the stage based on outcome 8. Change the call date (if necessary) 9. Save it!
An ___ is how we group contacts together in Salesforce that live in the same household.
Account
Explain how the call date works.
Call dates will automatically be pushed back to the end of the selected stage
Referral code - CTC:
Click to call
What is the difference between Closed Booked and Closed Lost?
Closed booked - booked for a cruise; reservation number required Closed lost - no longer a viable DO
On Retry 4, which call result will remove the DO out of the retry cycle?
Contact Made - call result Closed lost/no response - call stage
In Salesforce, all guests are referred to as ______.
Contacts
What are the different types of coupons you may see under the coupons tab?
CruiseFirst CruiseNext Peace of Mind (POM) Future Cruise Credit (FCC) Claims Credit Certificates Cruise Credit Certificate
What are the different types of accounts
Customer - previous NCL cruiser Prospects - Have not sailed with NCL but may be booked on a future sailing
_________ is an opportunity to make a booking
Direct opportunity (DO)
Which opt out definition is this: Guest does not wish to be contacted via phone.
Do no call
Which opt out definition is this: The guest does not want to be contacted via any method and the account will be removed from the database.
Do not Contact
What are the different ways we can remove contacts from our database?
Do not contact/Opt outs Transfer them out Answering yes to working with a travel agent during the recipe/also under the qualifying info in the DO
Which opt out definition is this: Guest does not wish to receive emails.
Email opt out
T or F: Selecting invalid contact info will remove the contact.
False - bc we can always update the information
What are the 6 different reservation calls?
Final Payment Bon Voyage Welcome Home Stay in Touch 1 Stay in Touch 2 Stay in Touch 3
What fields are required when completing a referral?
First Name Last Name DOB, Email, or Address Home phone number
What are the different activity rating flags in Salesforce and what do they mean?
Green - has not been contacted in 90 days Blue - 91 days-9 months Yellow - 9 months and beyond Red - never contacted since added to Salesforce
Referral Code - IB:
Inbound
What call result will move your DO into the retry cycle?
Left Message, No Answer, Busy (anything that indicated no contact made)
What are buckets?
Lists created to target specific guests within the database
Which opt out definition is this: Guest does not wish to receive mail.
Mail opt out
Explain what you will see in the "New" Bucket under Direct Opportunities
New leads (fresh meat)
What are some things you'll see under the related tab on the contact screen?
Notes and files Reservation History Coupons Activity history
If the guest responds that they are in face working with a TA at the beginning of the recipe, how do you respond VERBATIM?
Refer them back to their agent - "I will be happy to assist you with any general questions, however, since you are already working with one of our travel partners, all future correspondence will need to go through your travel agent"
What info is required in order to have a valid DO?
SSI - Ship, sail date, itinerary Call result and Stage
With Salesforce and Seaweb, who communicates to who?
Seaweb talks to Salesforce, but Salesforce does NOT talk to Seaweb e.g., if guest has a reservation in Seaweb, you should be able to see that in Salesforce
What is the importance of Stay in Touch 1, 2, and 3?
Stay in contact with the guest and build rapport. Maintain the relationship
T or F: The enhanced Global Search keeps track of which objects the user interacts with and arranges the results accordingly.
True
T or F: You can send emails through coupons.
True
True or False: There is no need to create a new DO if a guest hangs up immediately.
True
T or F: When you are working your coupons, it is not necessary to create a new DO
True bc the coupon is a DO
What is required when submitting a discrepancy?
Valid DO, reservation number, a business rule, account ownership, contact made within the last 90 days
Referral code - WLF:
Web long form
Referral code - WSF:
Web short form
When do DOs appear in the afternoon bucket?
When no contact is made with a new DO (do not disposition from the afternoon bucket)