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