Elements and Performance Criteria
- Source information on cruise operations and trends.
- Develop knowledge of cruise destinations.
- Identify and access information sources for current and accurate information on domestic and international cruise regions and destinations.
- Source information on cruise lines and product diversity within regions, and identify appeal for a diversity of customer types.
- Obtain information on key operational features of cruise destinations.
- Source information on features and benefits of key ports of call of cruise destinations.
- Obtain information on features of turnaround ports for cruise destinations.
- Develop knowledge of cruise itineraries.
- Obtain and interpret information on cruise itineraries to meet different customer needs.
- Source information on features and benefits of shore excursion options for specific cruises.
- Identify shore excursions operated by cruise line or local agent and evaluate merits of each in meeting the needs of diverse customer types.
- Obtain and interpret information on pre- and post-cruise transportation, accommodation and touring options and packages.
- Interpret jargon or specifications in product information and accurately apply them to sales and booking activities.
- Research aspects of on-board ship life.
- Identify features and benefits of on-board accommodation options, including location and categories.
- Seek information on food and beverage venues and options, including pre-purchased packages.
- Obtain information on facilities and services available on board.
- Evaluate on-board activities and entertainment options for different types of cruise customers.
- Anticipate customer questions and establish scope of information to service diverse customer types.
- Provide information and advice on cruise options.
- Accurately identify the specific information and advice needs of the customer.
- Use information when selling to provide targeted advice on features and benefits of cruise products and destinations to promote a positive image of cruises and counter customer purchasing objections.
- Provide appropriate scope and depth of information to meet customer needs.
- Refer customers to current sources of health, safety, visa and regulatory information.
- Update knowledge of cruise destinations and products.