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WorksheetsOnboarding day 4
Total questions: 25
Worksheet time: 13mins
Select the correct workflow for hotel assistance.
- Ask if they are interested in a hotel booking
- Collect the preferences
- Advise the customer to book it online
- Collect customer's preferences
- Advise them to book a hotel online
- Ask if they are interested in a hotel booking
- Collect the preferences
- Run a search, and return to the customer with hotel quotes
Redirect them to the supervisor or support team.
The hotel product can be added to a BOOKED or SOLD lead.
Yes
No
Only the supervisor can do it
It is mandatory to mark-up hotel options.
Yes
No
How many departments do the sales agents interact with?
5
7
6
8
Customer Service is important for:
ensuring that money is made.
ensuring that customers are satisfied.
helping business to become popular.
helping travel agents with price quotes.
When a customer has check-in issues (where and how to check in), he/she is transferred to:
Customer Support
Sales Department.
Exchange
Ticketing
Fraud Preventions deals with:
Refunds
Adding more people to reservation
Payment transactions, small amount confirmation, CC declined (not issued ticket).
Exchanging tickets
Identify the department that changes the details (date, time, routing) in the reservation after 24 hours.
Schedule Change
Sales Department.
Suport team
Experts
Who is responsible for offering Alternatives?
Sales Agents
Experts
Ticketing Department
VIP team
What is the role of QA Department?
Offering Alternatives.
Listening to calls and checking if
everything is done by the Rules.
Closing or Rejecting the lead in
Back Office.
Sending the confirmation emails if
the customer didn't receive one.
Identify the elements of a professional email:
Greeting, Body, Closing, Sign offs
Subject line, Greetings, Opening, Body, Closing, Sign offs
Opening, Body, Closing.
Greeting, Subject, Closing .
In case you don't know the recipient's name, always open your email with a greeting such as:
Dear Sir/ Madam
Hi, X!
Hello!
Dear Mister X.
In a formal email, is typing in all capital letters acceptable?
No, it appears that the sender is angry and is shouting.
The size of the letters doesn't matter.
Yes, it makes it easier to read.
Yes it is a sign of politeness
The body of the email should:
Not be included.
Be as long as possible.
Develop main points in themed paragraphs.
Be long and with a lot of descriptions.
While setting up an appointment by email, the agent should:
Recommend a date / time and request confirmation.
Never mention the date and time.
Leave it open-ended.
Send it one month before.
What Sales Technique makes the buyer think positively, so in the end, they
feel they made the decision on their own.
SNAP
SPIN
Consultative Selling
Challenger Selling
A sales technique is used to:
Generate more leads.
Define personality type.
Know when to say "No".
Help the agent sell more effectively.
Spin Selling technique helps the agent:
Tell stories to the client.
Push the clients and make the sale.
Understand the clients' issues and check if their offers can serve their needs.
Talk slowly.
Snap Selling consists of:
Smiling on a call can translate into positive energy.
Making the buyer think positively and help him/her make a decision.
Manipulating to close a deal.
Talking about the agent's private life.
On how many principles is the Consultative Solution Selling based?
4
5
6
3
When the sales people make a call and the customers are impolite, they should...
Apologize for taking their time and move to another call.
Sell them the worst product.
Keep talking as if they didn't notice their rudeness.
Hung up on the client.
What technique is Consultative Selling?
Argue with the customer.
Challenge the customer.
Create arguments to show who is dominant in the conversation.
Diagnose and act as an expert.
What sales technique is referred to in the following questions? : What issues do you have with this option?
What were you doing to overcome difficulties when you were buying with another company? (The agent is focused on negative impact of issues).
Suggestion Selling
Solution selling
Spin Selling
None of the above.
What is meant by Consultative Selling?
Offering customers discounts.
Selling by offering alternatives.
Offering customers promotional prices.
Selling by first understanding the customer's needs and offering solutions.
The Challenger sell focuses on:
Aggressive Selling
Games
Risk
Teaching, tailoring and taking control of a sale experience.
