Premium Sales and Service Crossword

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Across
  1. 3. Asking open-ended questions
  2. 6. What is necessary to have before requesting upgrade
  3. 7. Upbeat, warm, clear (3 words)
  4. 11. Highest class of service on AF for global upgrade (2 words)
  5. 12. What OSI remark is needed to start process for Global Upgrade (2 words)
  6. 13. Highest Medallion Status
  7. 14. Program to use miles for ASC fee (3 words)
  8. 15. If upgrade with miles/certificate not available
  9. 17. The only fare not eligible for upgrade (2 words)
Down
  1. 1. What AMEX card is a tie-breaker
  2. 2. Four Million Mile Lifetime
  3. 4. Balancing the interest of Delta and customer
  4. 5. Added perks for PM/DM (2 words)
  5. 8. What tab in SM account will you find upgrade certificates (2 words)
  6. 9. Name, Account#, Address, Birthdate (2 words)
  7. 10. Travel Experience for HVC's (2 words)
  8. 16. Taking Ownership