Script Call 1 Prove Yourself

Why should the agents use scripts?

• Allow the agents to engage easily in a conversation.

• Increase stress and help in building rapport.

• Increase stress and keep the conversation going on.

• Help improve the vocabulary.

Identify the correct way how an agent must introduce the company.

• Hello, this is Angie.

• Hello, this is Angie with Wowfare (or a different project).

• Hi, you're speaking to Angie from Riverum.

• Hello, you reached to Ovago my name is (agent's real name).

How many times should the agents repeat their name to make the customer remember it for future requests?

• 1 time

• 3 times

• 2 times

• It doesn't matter.

What expression helps with collecting information from the customer?

• Hello, this is John with Wowfare (or a different project), how can I help you?

• Sir/Ma'am I will be your personal travel expert today.

• Sir/Ma'am, all the personal information that I will collect from you is subject to our privacy policy. Is that okay?

• Thank you for choosing our company for your needs.

During the discovery part the agents find out:

• Customer's booking number.

• The right answer for the common questions.

• How to focus on making customers more comfortable to share their issues.

• Customer's needs, wants and preferences.

What are the main parts of a flight request that must be collected during the discovery part?

• - Departure and destination city

  - Travel Dates

  - Client's past experience traveling to that destination

  - Budget

• - Budget

  - Destination city/airport

  - Travel dates

  - Number of passengers

• - Name

  - Email

  - Travel dates (including flexibility)

  - Departure/destination airports

• - Departure city/airport

  - Destination city/airport

  - Travel dates (including flexibility)

  - Number and type of passengers

How do the agents collect the customer's preferences?

• Use surveys and questionnaires.

• Use interactive techniques and methods.

• Use Follow up Emails after a purchase.

• Use a well-structured script that helps to collect the customer's preferences.

What are the reasons for asking the client about flexibility?

• It gives the possibility of having a wide range of PQs to choose from.

• It helps the potential client build trust.

• It demonstrates the agents' care and responsiveness.

• It improves the customer's experience.

Identify the cliché that pushes the client to make quick decisions.

• Do you want the most convenient itinerary or the lowest possible price?

• Shall I call you tomorrow?

• Can you call me back when you'll make the decision?

• What else should I keep in mind while searching for the options?

Why is budgeting important?

• It helps the clients build trust.

• It helps the agent slow down the sale process.

• It helps the agent build a picture of what the clients need and what they want.

• It helps the client plan his time productively and strategically.