1. Caribbean Cruise Line Training Guide

2. Training Guide Overview 2  This document will provide you with overview and background information on the Caribbean Cruise Line Call Transfer program, the most promotional Call Transfer offering in the entire industry!  We will also provide you with an overview of the script and show you how to address standard rebuttals or questions.  Caribbean Cruise Line’s magical vacation getaway was named the best Caribbean cruise experience by Porthole Magazine, the leading publication for the cruise industry.  It is one of the easiest “transfers” your reps will ever have – because you are effectively giving a world class vacation getaway to the customer for FREE.  Caribbean Cruise Line is a division of the world’s 4 th largest vacation ownership company. You can be proud to be associated with this world class organization.

3. Vacation Summary 3  Offer your customers a Two (2) Night Caribbean/Bahamas Cruise with Caribbean Cruise Line – the only two-night cruise from Ft. Lauderdale to Nassau/Paradise Island. It is the perfect weekend or mid-week getaway! The FREE cruise is for two people.  This is a new 9-story cruise ship. The cruise features:  FREE unlimited fine dining in its four spectacular restaurants, including a Brazilian steakhouse.  Two swimming pools on the top deck with a 180 foot long waterslide  Free live shows  A luxurious spa  A new health club  A two -story nightclub appropriately named The View  The largest casino of any cruise ship  The customer’s only expense is the actual port taxes charged by the government, which is a total of $99 for two people.

4. Pictures from the Cruise! 4

5. More Background Info 5  Please visit the website below. It features their celebrity spokesperson Carmen Elektra giving a video tour of the ship! http://www.caribbeancl.com/

6. Transfer Script 6 Sales and Inquiry Calls: "As a thank you for interest in {SAMPLE PRODUCT}, you will be receiving a FREE 2 night Bahamas cruise. Even the food is 100% free! Your only responsibility is port fees. May I connect you for details?" Customer Service calls (a few versions here depending on the nature of the call): "Okay, to confirm then Mr(s)_______, your cancel is confirmed and please watch your next credit card statement for your refund of $____. And, Mr(s)______, to thank you for your time today, I am authorized to provide you with a FREE 2 night Bahamas Cruise. Even the food is 100% free. Your only responsibility is port fees. May I connect you for details?” (Please listen for confirmed yes prior to transfer) "Okay, to confirm then Mr(s)_______, your cancel is confirmed and please watch your next credit card statement for your refund of $____. And, Mr(s)______, to show you our appreciation for your patience with us while we resolved your issue today, I am authorized to provide you with a FREE 3-day Bahamas Cruise. Even the food is 100% free. Your only responsibility is port fees. May I connect you for details?” (Please listen for confirmed yes prior to transfer)

7. Standard Rebuttals/Questions  As a general rule, you will want to defer to the Caribbean Cruise team on all questions regarding the vacation package. This prevents you from having to answer specific questions on the vacation packages or getting into situations where you do not have the answer. (and you don’t need to!) Therefore, rather than say “I don’t know,” the best way to answer questions is to say one of the following:  “That’s a great question. Mr/Mrs. Smith, let me transfer you to a Caribbean Cruise Line agent who can answer that question and any others for you right now.”  “You know, the details of this offer are constantly being updated to provide a better package for you. Rather than possibly giving you incomplete information, I am going to transfer you to a Caribbean Cruise Line agent who can give you all of the details of this offer.”