Customer Service Refresher Program

PL Service is pitched to a customer but they look reluctant with the price of the service. How do you respond to objections based on price?

•  Emphasize the benefits of the service

•   Focus on selling the value & use ABC model of objection handling

•   Negotiate until the sale is closed

From the below options, that are part of the ABC model of pitching choose the most suitable pitch? 

• Most applicants buy this service because, 

• You have to buy this service because its mandatory or

• These are all the features of this service 

How would you manage to sell to a customer who is complaining about a VAS they bought last time?

• Acknowledge & assure correction for a better experience this time, 

• Explain to the customer that this was a peak season and a downtime happened or

• Continue to explain the benefits of the service to the customer 

What is Cross Selling ?

• Selling a higher priced product to the applicants

• Selling a service which compliments another service that you have just sold providing additional benefits to the applicants 

• Informing applicants about additional VISA's that we offer

If you see an applicant waiting for a long time at the VAC, how will you deal with the same?

• Pitch for the Premium Lounge Service

• Explain the customer that this a peak season and inform that they will have to wait.

• Greet, Smile & Introduce yourself to the applicant, acknowledge the long waiting time and listen to their concern before pitching VAS

How do you handle Angry Customers?

• Escalate the same to the Senior Managers

• Empathise and answer their concerns camly

• Giving them excuses for their concerns

At the Front Desk Security Counter,the customer has a document missing. How will you deal with the situation?

• Insist upon the customer to go away

• Let the Customers In

• Make the customer understand the reason that their application documents are not complete, highlight the missing document and ask them to bring It before the VAC closes and the application will still get processed

How important is to make a first impression on the applicants?

• Not important as long  as they opt for PL

• It's the first step to create a rapport with the applicants and build trust

• It is important as they will be paying us money for VISA processing

How can you Upsell a service  that an applicant doesn’t know about?

• Use ABC model of pitching

• Inform them that you need to close this as per your daily target

• Show them that it is the best in the world

I’m including the courier service to your application as it’s a mandatory service that we offer during Pandemic times to ensure our customers wellbeing and safety

• Ethical

• Non-Ethical