Onboarding day 2

The Driver customer is known for his/her:

• annoyance at the start of the conversation.

• anger that explodes as soon as the sales agent disagree with them.

• poor listening skill, habit of interrupting and desire to be listened to.

• patience and indirect comments.

How to sell to Analysts?

• Don't focus on details, analysts don't value details.

• Put much pressure on them since they tend to be indecisive.

• Be polite and make them feel that you will give them the needed answers.

• Expect a short sale process. They are fast decision-makers.

How to handle Driver customers?

• Push them and prove they're wrong.

• Be calm and indifferent throughout the call.

• Assure the customer you'll help them to achieve their goals and provide a quick solution.

• Act the same way the customer is acting.

What type of customers love to form partnerships with people they trust?

• None

• Drivers

• Analysts

• Expressive

Where could the customers find the promotional price ?

• In advertising on TV.

• On our websites.

• The supervisor can give access to it.

• The customers can come up with his own promotional price.

The Promotional Price is:

• a sales promotion technique that involves reducing the price of the product or services in order to attract more customers & increase the sales volume.

• actually not a real price, it is a trap for the customers to come and ask for a flight.

• a kind of advertisement used by agencies to give the agents possibility to have a continuous job.

• a discounted price that is available only for return customers.

How should agents inform customers about Visa and Passport issues on international flights?

• As a Travel Agency, we are not responsible for any document-related issues at the check-in.

• Travelling may be restricted. If you are travelling on a one-way ticket, it is your responsibility to make sure you are eligible.

• Dear Customer, our company takes no responsibility for any visa or passport issues. Kindly make sure your travel documents are up to date and ready to use.

• The fare is non-refundable and non-exchangeable free of charge.

For Cancel For Any Reason the cancelation request must be made:

• at least 12 hours before the first scheduled departure.

• at least 24 hours before the first scheduled departure.

• at least 36 hours before the departure.

• at least 8 hours before the departure.

What should an agent keep in mind when selling a promotional price?

• That he is going to have a lot of return customers every day.

• That promo prices are not convenient for us and not our main intent for the PAX to actually book it since the company usually goes in minus when selling such a deal!

• That he is going to have a good conversion this month and he will earn a lot of money selling promotional prices deals.

• That he/she will have to cover the price difference between the standard fare and the promotional fare.

CRM: In the User group field you will find information about:

• The team you are assigned to.

• The project you have access to.

• The department in which you operate.

• your birth date