Discovery Structure

What questions should become top priorities when you take a lead?

• What type of personality is the customer?

• What do my customers believe, want, and feel?

• What are the customer's plans?

Select the professional explanation for the difference between business and economy departments.

• We're not allowed to assist the customers that need a business class ticket.

• The difference between our business and economy departments is that each team has their dedicated professionals and for both classes, there are different contracts.

• Business team is more professional, so they can assist better.

• Business department can help you get a discounted deal.

Why should agents ask about flexibility?

• Flexibility can help save money on the flight.

• To be aware of the customers' plans.

• Agents will have a wider range of PQs to choose from.

What characteristics define a "child" passenger?

• Turns 12 during the trip

• 12+ y.o

• 2 y.o - 12 y.o

• No need in a separate seat during the flight.

In which case customers may save several hundred dollars?

• If the book themselves.

• If they travel alone.

• If their travel dates are flexible.

• If they choose basic economy.

In order to avoid issues with the type of ticket, the agents should:

• Specify the budget.

• Find out the child's age.

• Inquire about the meal preferences.

• Collect the preferences in details.

What should agents ask if the customer is flying to a city with multiple airports?

• Your arrival city is going to have 3 airports. Which one did you previously fly to?

• Your arrival city also is going to have 3 airports, Which one do you like the most?

• Which airport is the busiest one?

• Who will be waiting for you at the airport?

What is the right question to ask when doing qualifying?

• Will you reccomend our services to other people?

• Are you willing to pay some extra dollars and get a good deal?

• I feel I will find a great deal for your request. Are you ready to book it today?

• How often do you fly to this destination?

What details must be inserted correctly in the CRM?

• Departure/Destination cities and dates.

• Cities, dates, stops and budget.

• Departure/Destination cities and dates, client's preferences.

• Departure/destination airports, travel dates, stopovers, budget, number and type of passengers, class of service.

Is it important to do the recap?

• The agent doesn't have to do the recap.

• The agent should recap only in case he is not sure about the customer's dates and flexibility.

• Yes, it's important to reconfirm everything is good, and for the agent to establish the whole workflow.

• The agent can skip this part and move on to the flight search.