Compendium

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Across
  1. 1. Takes ownership
  2. 9. Most up to date protocols on NCL.com
  3. 10. Meeting callers expectations
  4. 11. Sends the correct contract with terms and conditions
  5. 12. Verification
  6. 13. Answers callers questions
Down
  1. 2. Product knowledge
  2. 3. Beginning, Middle,& End
  3. 4. Offer before final payment
  4. 5. Use paraphrase techniques & acknowledgement statements to let caller know you're on the same page
  5. 6. Qualifying
  6. 7. Promote brand and foster goodwill
  7. 8. Accurately placed on reservation