Onboarding day 4

Select the correct workflow for hotel assistance.

• - Ask if they are interested in a hotel booking

  - Collect the preferences

  - Advise the customer to book it online

• - Collect customer's preferences

  - Advise them to book a hotel online

• - Ask if they are interested in a hotel booking

  - Collect the preferences

  - Run a search, and return to the customer with hotel quotes

• Redirect them to the supervisor or support team.

The hotel product can be added to a BOOKED or SOLD lead.

• Yes

• No

• Only the supervisor can do it

It is mandatory to mark-up hotel options.

• Yes

• No

How many departments do the sales agents interact with?

• 5

• 7

• 6

• 8

Customer Service is important for:

• ensuring that money is made.

• ensuring that customers are satisfied.

• helping business to become popular.

• helping travel agents with price quotes.

When a customer has check-in issues (where and how to check in), he/she is transferred to:

• Customer Support

• Sales Department.

• Exchange

• Ticketing

Fraud Preventions deals with:

• Refunds

• Adding more people to reservation

• Payment transactions, small amount confirmation, CC declined (not issued ticket).

• Exchanging tickets

Identify the department that changes the details (date, time, routing) in the reservation after 24 hours.

• Schedule Change

• Sales Department.

• Suport team

• Experts

Who is responsible for offering Alternatives?

• Sales Agents

• Experts

• Ticketing Department

• VIP team

What is the role of QA Department?

• Offering Alternatives.

• Listening to calls and checking if

  everything is done by the Rules.

• Closing or Rejecting the lead in

  Back Office.

• Sending the confirmation emails if

  the customer didn't receive one.