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WorksheetsOnboarding day 2
Total questions: 18
Worksheet time: 10mins
The Driver customer is known for his/her:
annoyance at the start of the conversation.
anger that explodes as soon as the sales agent disagree with them.
poor listening skill, habit of interrupting and desire to be listened to.
patience and indirect comments.
How to sell to Analysts?
Don't focus on details, analysts don't value details.
Put much pressure on them since they tend to be indecisive.
Be polite and make them feel that you will give them the needed answers.
Expect a short sale process. They are fast decision-makers.
How to handle Driver customers?
Push them and prove they're wrong.
Be calm and indifferent throughout the call.
Assure the customer you'll help them to achieve their goals and provide a quick solution.
Act the same way the customer is acting.
What type of customers love to form partnerships with people they trust?
None
Drivers
Analysts
Expressive
Where could the customers find the promotional price ?
In advertising on TV.
On our websites.
The supervisor can give access to it.
The customers can come up with his own promotional price.
The Promotional Price is:
a sales promotion technique that involves reducing the price of the product or services in order to attract more customers & increase the sales volume.
actually not a real price, it is a trap for the customers to come and ask for a flight.
a kind of advertisement used by agencies to give the agents possibility to have a continuous job.
a discounted price that is available only for return customers.
How should agents inform customers about Visa and Passport issues on international flights?
As a Travel Agency, we are not responsible for any document-related issues at the check-in.
Travelling may be restricted. If you are travelling on a one-way ticket, it is your responsibility to make sure you are eligible.
Dear Customer, our company takes no responsibility for any visa or passport issues. Kindly make sure your travel documents are up to date and ready to use.
The fare is non-refundable and non-exchangeable free of charge.
For Cancel For Any Reason the cancelation request must be made:
at least 12 hours before the first scheduled departure.
at least 24 hours before the first scheduled departure.
at least 36 hours before the departure.
at least 8 hours before the departure.
What should an agent keep in mind when selling a promotional price?
That he is going to have a lot of return customers every day.
That promo prices are not convenient for us and not our main intent for the PAX to actually book it since the company usually goes in minus when selling such a deal!
That he is going to have a good conversion this month and he will earn a lot of money selling promotional prices deals.
That he/she will have to cover the price difference between the standard fare and the promotional fare.
CRM: In the User group field you will find information about:
The team you are assigned to.
The project you have access to.
The department in which you operate.
your birth date
CRM: In most of the cases you will use ______________ when searching for the leads.
ID, Client email and phone fields.
Client ID and destination.
Client name, departure and return date.
Client passport codes.
CRM: Bonus is a place that stores leads that have the status of:
Processing
Snooze
Follow up
Trash
Every shift the agent must :
Call the customer in accordance with the agents' local time.
Take a break whenever he/she feels like it.
Take leads and collect information.
Ask permission from the supervisor to accept calls.
CRM: What flight details should be inserted in the Flight Request field?
Departure, Destination, Flexibility, Number of passengers
Client contact information.
Destinations and timings.
Price and the clients' IP address.
CRM: How many quotes should be added into the CRM?
at least 3
2
at least 1
5
How many times the agent must double check the information during the work process with a client?
at least 1 time
2 times
at least 4 times
3 times
What should an agent do before sending PQ to the customer?
Call the customer to see if he is doing well.
Send the PQ to his supervisor to see if they are good.
Add markup and look at the details.
Write a letter of request to the customer.
What can an agent offer the customer except TP/CFAR?
A discount of 50% for every flight.
A coupon of a returned client for the future use.
Offer Our Products for Internal Projects.
Unlimited quantity of luggage for the next flight.
