WorksheetsScript Call 1 Prove Yourself
Total questions: 12
Worksheet time: 6mins
Why should the agents use scripts?
Allow the agents to engage easily in a conversation.
Increase stress and help in building rapport.
Increase stress and keep the conversation going on.
Help improve the vocabulary.
Identify the correct way how an agent must introduce the company.
Hello, this is Angie.
Hello, this is Angie with Wowfare (or a different project).
Hi, you're speaking to Angie from Riverum.
Hello, you reached to Ovago my name is (agent's real name).
How many times should the agents repeat their name to make the customer remember it for future requests?
1 time
3 times
2 times
It doesn't matter.
What expression helps with collecting information from the customer?
Hello, this is John with Wowfare (or a different project), how can I help you?
Sir/Ma'am I will be your personal travel expert today.
Sir/Ma'am, all the personal information that I will collect from you is subject to our privacy policy. Is that okay?
Thank you for choosing our company for your needs.
During the discovery part the agents find out:
Customer's booking number.
The right answer for the common questions.
How to focus on making customers more comfortable to share their issues.
Customer's needs, wants and preferences.
What are the main parts of a flight request that must be collected during the discovery part?
- Departure and destination city
- Travel Dates
- Client's past experience traveling to that destination
- Budget
- Budget
- Destination city/airport
- Travel dates
- Number of passengers
- Name
- Travel dates (including flexibility)
- Departure/destination airports
- Departure city/airport
- Destination city/airport
- Travel dates (including flexibility)
- Number and type of passengers
How do the agents collect the customer's preferences?
Use surveys and questionnaires.
Use interactive techniques and methods.
Use Follow up Emails after a purchase.
Use a well-structured script that helps to collect the customer's preferences.
What are the reasons for asking the client about flexibility?
It gives the possibility of having a wide range of PQs to choose from.
It helps the potential client build trust.
It demonstrates the agents' care and responsiveness.
It improves the customer's experience.
Identify the cliché that pushes the client to make quick decisions.
Do you want the most convenient itinerary or the lowest possible price?
Shall I call you tomorrow?
Can you call me back when you'll make the decision?
What else should I keep in mind while searching for the options?
Why is budgeting important?
It helps the clients build trust.
It helps the agent slow down the sale process.
It helps the agent build a picture of what the clients need and what they want.
It helps the client plan his time productively and strategically.
Discover the reason for recapping the information during the discovery:
It allows the agent to catch errors and avoid misunderstandings.
It helps the potential client remember next steps.
It demonstrates the agents' effectiveness and responsibility.
It improves the customer's experience.
Identify the benefits of an appointment during a sale.
Slow down the possibility of purchasing.
Increase the opportunity of miscommunication.
Setting a time reduces the risk of the losing of everything achieved from the client.
Save time and money.
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