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WorksheetsOnboarding day 3/Updated
Total questions: 15
Worksheet time: 60secs
Identify the best option for informing the customer about the original agents' schedule.
As far as I can see, the agent has 2-3 days off. Do you need urgent assistance?
Your agent’s shift is over, I don't know when he/she is available.
The agent just left the office. Would you like to continue working with the original agent?
They just left the office. Are you in a rush?
If the original agent was not available at the time of transfer, he/she is still eligible for a ______.
50/50 split
100 % company
100 % original agent
100% to QA
When is an agent allowed to disconnect or transfer the call to another agent?
If the consumer requires assistance and the current agent's shift is about to finish.
When there is no time for the agent to process the lead properly.
In case an agent wants to interfere with better options.
At the supervisor's or the client's request in order to be assisted by another agent.
What penalty applies for completing the Payment Form on behalf of the clients/collecting CC information?
No penalty
Notification
Warning
$50 NET penalty/immediate termination
Agents are not allowed to drop the profit knowing that:
client discussed the options with another agent.
client has the same offer from another agent from our company.
client has already booked with another agent.
client has a different offer from another agent from our company.
What department informs the customer about Credit Card being declined?
Support Team
Experts
Quality Assurance
Verification Team
Choose the correct closing reason. The customer says: "Take me out of your call list. I don't want to be bothered any more."
Client needs no Sales assistance.
Booked with another agent from our company.
Client asked not to be contacted again.
The customer got upset with us.
Choose the correct closing reason. "The customer states that due to certain circumstances he canceled the trip."
Client needs no Sales assistance
Canceled Trip
Client asked not to be contacted again
Purchased Elsewhere
Choose the correct closing reason. "I'm not interested in this flight any more" / "I'm all set, sorry" / "General Questions."
Client needs no Sales assistance
Booked with another agent from OUR Company
Competitor has a better contract
Purchased Elsewhere
Choose the correct closing reason. The customer confirms that this is a wrong number / He intended to call a different company / An invalid number.
Client needs no Sales assistance
Booked with another agent from OUR Company
Client asked not to be contacted again
Invalid/Wrong Number/Spam
Choose the correct description for "Competitor has a better contract" closing reason.
Applies only to cases when the client has purchased the tickets with another agent from our Company.
These are the requests, where clients found lower prices Online and we are not able to match them.
All the leads created to process an alternative; Failed Bookings.
There is a processing Lead under the same customer.
Choose the correct description for "Booked with another agent from OUR Company closing reason."
Applies only to cases when the client has purchased the tickets with another agent from our company.
These are the requests, where clients found lower prices online and we are not able to match them.
All the leads created to process an alternative; Failed Bookings.
Applies only to cases when the client says, that already purchased his/her tickets elsewhere.
Choose the correct description for "Purchased Elsewhere."
Applies only to cases when the client has purchased the tickets with another agent from our Company.
These are the requests, where clients found lower prices Online and we are not able to match them.
Applies only to cases when the client says, that he already purchased his/her tickets elsewhere.
There is a processing Lead under the same customer.
Identify the correct situation for "Duplicate"
There is a sold Lead under the same customer.
There is a processing Lead under the same customer.
There is a processing Lead under the other customer.
There is a processing Lead to check out the agents attention.
When should the agent inquire about the hotel assistance?
Before collecting the flight details.
Every time a customer agrees to purchase the flight tickets/at the end of the discovery part.
Before presenting the flight options.
Before the customer completes the booking form.
