Telephone Etiquette Fundamentals for VIP Services

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• 1. Quiz: The “Hold” Trap A VIP guest says: “Can you hold on for a second? I just need to check something.”
• 2. Quiz: Sounds Polite, But Is It? A guest asks for information you are not completely sure about. Which response BEST follows VIP service standards?
• 3. Quiz: You need to contact another department to verify a guest's request. Which sequence is CORRECT?
• 4. Quiz: Active Listening Trap A guest says: “I booked my airport transfer for 3:00 PM, but my flight was moved to 5:00 PM. Can you change my pickup time?” Which response BEST demonstrates active listening?
• 5. Quiz: The Almost-Perfect Greeting Which greeting BEST meets the complete VIP telephone greeting standard?