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WorksheetsNew Hire | Day 4
Total questions: 10
Worksheet time: 22mins
Selena calls in requesting to cancel her hot rate reservation, she was traveling with her boyfriend to Disneyland, but she broke up with him. She claims this is something out of her control, therefore, she has to get the full refund. What would you advise to Selena?
Advise customer to call car rental to get the refund approval
Process a one-time-exception refund
Advise TOU
Hi, I am traveling to south beach for the first time and I really don't know the city. I’m looking to add GPS Service to my car. Can you help me?
Sure thing, the price for adding an a GPS unit is $50, I can call the car rental and request it for you, keep in mind you will pay for it at the counter.
GPS unit can be requested directly at the Car Rental Counter and is subject to availability, I will provide you with the phone number of the Car Rental Company in case you’d like to check directly about the service.
Karen is traveling with her three-year-old son, and she wants to request a child seat. What process should you follow in c3 to help Karen?
To send an email to car rental requesting to add the child seat in Karen's reservation.
Cancel and rebook, this time adding the special request in Karen's reservation.
You can provide a rough estimate of the charges Karen may pay. Advise her the supplier phone number and direct to call - offer to transfer.
William is calling to cancel the Hot Rate car reservation he booked for the following week. Because the job meeting got cancelled, he won’t be able to travel anymore. What would you advise to your customer?
Help the customer with the refund since he’s calling 5 days in advance
Advise TOU
Help the customer with the refund as one time exception
I booked a hot rate car and I scheduled the pick up at 10:00 am, but I was planning to change the pick up time to 11:30 am as I think I will take long to get my baggage, can you change the times?
After looking at the reservation, it appears one of our more restrictive rates was purchased. It does not qualify for changes or cancellation.
I will not escalate your case with my research team so they can get a hold of the rental company and help us with the change.
The type of reservation you have does not allow for me to modify the pick-up time. However, your Hot Rate reservation is guaranteed for 24 hours. The car rental company will hold the car for this time period so you should be good to go
Christopher is calling to get the refund for his Hot Rate Car because his vacation got cancelled, he tells you that he called the car agency and the agency told him to contact Hotwire because he booked through us, how would you proceed?
Process a refund since supplier advised the customer to call Hotwire
Advise TOU
Create WFE
Customer has been trying to cancel his Dollar prepaid car booking several times, he always get the same answer and is requesting to speak to a supervisor. What would you say?
Yes, let me transfer you with my supervisor.
Since Dollar charged you for the reservation, you need to contact them.
Keep in mind that we all work with the same policies and the answer will be the same.
David is calling to cancel his retail car reservation with Alamo, his daughter was supposed to be in spring break but she will go to a different state with her mom so he won’t be able to make it.
Advice TOU
Cancel free of charge with full refund
Cancel free of charge since customer did not pay for the reservation
Process full refund only
Patrick is calling to cancel his prepaid car reservation with Hertz, he was trying to do it at Hotwire.com but he could not. He said that has a job interview and there’s no way for him to make it. What would you do?
Process the cancellation free of charge
Refer customer to Hertz.com to process the cancellation
Advice TOU
Customer agrees on cancelling reservation and get charged for the full amount.
Cancel reservation by clicking the cancel button.
Cancel the booking, and advise customer that he would be paying the full amount.
Advise customer the reservation cannot be cancelled, but he wont be charged any extra fee.
