Refresher Training 2018

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Outbound flight is more than 6hours flight and Inbound flight is less than 6hours. Should I book Business or Economy class?

Correct Answer:

- Book Business mixed with Economy.

- But if 2 way Business is lower than mixed class, please book Business and informed traveler of the 2 fare comparison and get manager’s approval.

Correct Answer:

- Book Business mixed with Economy.

- But if 2 way Business is lower than mixed class, please book Business and informed traveler of the 2 fare comparison and get manager’s approval.

There are promotional and MSD corporate fares available in the GDS. Which fare should I quote to traveler?

Correct Answer:

- Check if traveler’s dates are firmed and quote lowest fare accordingly.

- In case if traveler is unable to take the lower fare, record it as Decline due to Restrictions.

- Always take the initiative to understand the needs of your travelers in order to offer the best value.

Correct Answer:

- Check if traveler’s dates are firmed and quote lowest fare accordingly.

- In case if traveler is unable to take the lower fare, record it as Decline due to Restrictions.

- Always take the initiative to understand the needs of your travelers in order to offer the best value.

Intercontinental Hotel standard room is sold out but available on Premium room. Should I proceed to book the Premium room?

Correct Answer:

- Offer traveler another MSD preferred hotel which has standard room.

- Advise traveler that approval from his manager is required to book the Premium room as its out of travel policy guidelines.

- Inform LAM/Regional on the properties that is offering squatter rates.

Correct Answer:

- Offer traveler another MSD preferred hotel which has standard room.

- Advise traveler that approval from his manager is required to book the Premium room as its out of travel policy guidelines.

- Inform LAM/Regional on the properties that is offering squatter rates.

There is a promotional rate that is approx. USD20/- lower than MSD’s corporate rate. Should I offer to traveler?

Correct Answer:

- Compare the rate inclusions and inform traveler on the savings opportunities. Be very clear on the conditions of the rates especially on the cancellation policy.

- Capture this as operational savings if traveler accepted.

Correct Answer:

- Compare the rate inclusions and inform traveler on the savings opportunities. Be very clear on the conditions of the rates especially on the cancellation policy.

- Capture this as operational savings if traveler accepted.

If a HCP attendee is requesting an upgrade from his/her current itinerary from Economy to Business for a Merck or MSD meeting.

Correct Answer:

- Advise that this is not consistent with Merck’s Travel Policy, and advises the HCP he/she can pay for any additional costs at his/her own expense, with own form of payment. If the HCP still insists, please reach out to Regional MAC requesting this deviation. Regional MAC will take this request to the appropriate Merck or MSD stakeholder to review and either approve/deny. If approved by Merck or MSD, the appropriate reason code must be chosen in the GDS (travel system).

Correct Answer:

Mike has called in and requested for a Sydney–Singapore – Sydney ticket. You have informed Mike that he can purchase it through OBT but he has refused to as he faces some challenges/system errors when attempting.

What would you do as a consultant?

A. Listen to Mike’s instruction and book offline.

B. Offer to guide Mike through the OBT to help him complete the booking online.

C. Proceed to book offline and advise Mike to log a case to the online team.

Correct Answer:

B. Offer to guide Mike through the OBT to help him complete the booking online.

and / or

C. Proceed to book offline and advise Mike to log a case to the online team.

Correct Answer:

B. Offer to guide Mike through the OBT to help him complete the booking online.

and / or

C. Proceed to book offline and advise Mike to log a case to the online team.

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