WorksheetsNew Hire | Day 1 Week 2
Total questions: 10
Worksheet time: 17mins
Maggie is calling to change her Hot Rate car since realized the pickup date was wrong, she paid $237.00 total, and she is calling us to make the change three days after it was booked. What would you do in this interaction?
Help the customer as one time exception for the changes
Advice TOU
Rebook the new reservation then process refund
Place the reservation in pending status
Charlie is calling to change his Standard reservation he booked for PTY (Panama City, Panama Airport) and it should’ve been at ECP (Panama City, Florida Airport), and he realized one week after it was booked. How would you proceed on this conversation?
Rebook the new reservation for right dates then cancel original one
Advice TOU
Rebook the new reservation for the right dates then process the refund for original one
Place the reservation in pending status
I’m looking to cancel the reservation because my father passed away yesterday, I’m unable to travel anymore. I’m hoping you guys can refund my reservation I really need the money back. Hot Rate deal.
Advice TOU
Offer to rebook then cancel the original reservation
Provide information to submit the documents via email then place the reservation in pending status
Provide information to submit the documents via email then cancel the reservation with normal policies
Sandra is calling to cancel her Standard rate car rental because her son is hospitalized due to a surgery, she’s looking to get a refund since she will not be able to make it anymore.
Advise TOU
Offer to rebook then cancel the original reservation
Provide information to submit the documents via email then place the reservation in pending status
Provide information to submit the documents via email then cancel the reservation with normal policies
Jeffrey is calling to cancel his Hot Rate car reservation, because his father is hospitalized. He purchased the car rental insurance.
Advise TOU
Refer the customer to Allianz Global Assistance to file the claim then place the reservation in pending status
Advice the customer to send the documentation for review then place the reservation in pending status and refer customer to Allianz Global Assistance to ask for refund of the insurance.
Cindy is calling because Delta cancelled her ticket then she will be arriving to SFO (San Francisco) one day later and, now she’s looking to change her Hot Rate car reservation one day later and add one more day. How would you proceed?
Advise TOU
Validate schedule change then offer to rebook and refund the original reservation
Advice customer the reservation will be held for 24 hours
When rebooking a new reservation due to a schedule change the reservation details and disclosures should not be advised again because they were disclosed at the time of booking for the original reservation.
True
False
What information should you ask to the customer when there’s a schedule change?
Flight number
Record Locator
Carrier
All of the ones mentioned
Margaret is calling to change her standard car reservation because her daughter is hospitalized and needs to take care of her, she’s looking to move the reservation one week later.
Guide the customer for docs need to be sent then place the original reservation in pending status then rebook
Guide the customer for docs need to be sent then place the original reservation in pending status then refund.
Guide the customer for docs need to be sent, then cancel the original reservation then rebook.
Offer to rebook and cancel the original reservation
Select which ones are considered Tier 2 companies that have restrictions for local renters
Ace
Thrifty
Alamo
Advantage
NU
