Spring Refresher Training Check

 

Section 1 - For this question, please look at the pictures and draw a line from the name and job description to the picture of the person described. On the blank provided, please write down the name of the department where each person works. Abbreviations are acceptable. 

                                                           

 

 

Myrne Watrous      Paul Barker             Trudy Miller            Diana Hakenholz   Tina Cochran        Janice Lind            Terry Gimbel          Brett Bruyere

Downtown Visitor  Professional          Admin Assistant    Senior Sales          Guest Services      Development         Trails                      Director

Center Manager     Engineer                                                                Manager                 Membership           Assistant                                Coordinator

____FCCVB__        _CSP_____             ___ELC_______     _FCCVB________  _____FCCVB___    __CSP______         __CSP______         _ELC______

 

 

Section 2 - For the questions below, please circle the most appropriate answer. There is only one correct answer for each question.

  1. When is it okay to interrupt another travel counselor?
    1. You should never interrupt another travel counselor.
    2. Only when they are giving obviously misleading or incorrect information or seem to be unsure of where an item may be.
    3. You can interrupt whenever you want.
  2. What is the most polite way to interrupt another travel counselor?
    1. There is no polite way to interrupt – just don’t do it.
    2. Find what they are looking for and politely hand it to them or lay it on the counter near them and let them continue with the visitor.
    3. Tell them that they are wrong and take over for them with the visitor.
  3. Study Trip Behavior – Which of the following displays appropriate Study Trip Behavior?
    1. Always wear your nametag.
    2. Always pay your driver for gas.
    3. Always thank your host.
    4. If something is not to your standard, you keep it to yourself.
    5. Always stay with the group, whether walking, riding, driving, etc.
    6. All of the above
  4. What is the best way to avoid recommending but still answer a visitor’s question?
    1. Tell the visitor that they must go to a specific restaurant, hotel, or attraction.
    2. Ask the visitor what they are looking for and using the visitor’s guide, help them narrow the choices to two or three restaurants, hotels, or attractions.
    3. Give the visitor a visitor guide and let them narrow the choices for themselves.
  5. Where is the lost and found in the Welcome Center?
    1. Under the back counter where the road conditions computer is kept.
    2. In the manager’s office.
    3. In the back brochure room on the top shelf.
  6. What should you do when a large group or bus comes in?
    1. Have each person sign the register, give everyone who asks a map, and check the bathrooms before/after.
    2. Have each person sign the register, give the bus driver/tour group leader a map, and check the bathrooms before/after.
    3. Have only the bus driver/tour leader sign in; give up to a maximum of 1 official state map and 4 supplemental state maps, and check the bathrooms before/after.
  7. How do you handle bookstore refunds and soda refunds respectively?
    1. We do not do any refunds. Visitors need to contact the distributor/bookstore individually.
    2. Managers handle any bookstore refunds and the soda refund money is in the drawer to the far right.
    3. Managers handle any refunds no matter the reason.
  8. Who should you direct people to if they have a business in Fort Collins and they want to put their brochures on display at the center?
    1. Tina Cochran
    2. Heather Clark
    3. Sandy Sandland
  9. If someone comes in asking about information because they are planning an event, such as a reunion, wedding, conference, or convention, what should you do?
    1. Answer their questions and direct them to the Convention & Visitors Bureau or have them fill out a sales packet, and turn the form in to Diana or DeeDee.
    2. Answer their questions, give them brochures and send them on their way.
    3. Answer their questions, give them brochures and direct them to Heather.

Section 3 - For the questions below, please circle either True or False. For each FALSE answer, please write in the correct answer, one has been done as an example.

18. All of the coffee supplies are kept in the atrium.

a.      True

b.      False. Some supplies are kept in the atrium, but the majority is in the brochure storeroom, conference room and in the manager’s office.

19. Shorts, short skirts, white pants and sandals are okay to wear on shift at the center.

a.      True

b.      False_______Sandals are okay_____________________________________

20.  The large brochures, such as Estes Park, Summit County, and Denver are now kept out in the shed only.

a.      True

b.      False _Both were correct depending on how you read the question.________

21. Brochures that need to be ordered or restocked need to be placed in the black bin on the eastern wall of the brochure storeroom.

a.      True

b.      False ___________________________________________________________

 

22.  The Welcome Center does not provide a place for a visitor to drop off mail.

a.      True

b.    False ______________A basket is provided.___________________

23. Offering relocation advice is never allowed at the center and the proper way to handle a relocation question is to direct the visitor to the chamber of commerce.

a.      True

b.      False __________________________________________________________

24. Colorado State Parks does not sell Colorado Hiking permits.

a.      True

b.      False __They do see. Pass now called Outdoor Search and Rescue.

25. When a visitor comes into the center and starts picking up guides they can have as many as brochures as they want until they ask for a specific amount. At that time, they are limited to five copies of each brochure only.

a.      True

b.      False ______________________________________________________________

26.  The main purpose of the binders is to provide extra information to special travelers when they ask and it is okay to give out that information to them.

a.      True

b.      False ________Both were correct depending on how you read the question. Key to this is the information is desk copy only and can only be given out verbally.

27. The Who’s Who for the building and The Manager’s Phone Number is always on display in order to help you when you need it to answer questions or to ask the manager a question respectively.

a.      True

b.      False _____________________________________________________________

Prizes will be given out for the top five scores!

 

Thank you for coming and prizes will be announced in the June Newsletter!

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