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WorksheetsDay 2- Cross Selling Recap
Total questions: 17
Worksheet time: 12mins
Identify where the leads are located before being assigned to any agent.
New Cases Queue
Pending Queue
CS Pending Q
My Inbox Queue
Identify which department takes care of assigning extra services.
Exchange Department
Ticketing Department
Experts Department
Quality Assurance Department
Type your answer to the question:
Why is it important for an agent to use the script?
Identify the option that is NOT one of our cross-selling products.
Travel Protection Plan
Seat Assignment
Travelling with Pets
Additional Baggage
Identify if the statement is True or False
Travel Protection costs 5.7% out of the ticket price.
True
False
Identify which of the following is NOT a benefit of Travel Protection.
Assistance with a refund in case of hospitalization, sickness and emergencies.
Priority concierge services.
Cancel for any reason.
Free ticket exchange in case of missed flight or connection.
The hotel presentation should include:
The hotel's name and the price.
The location of the hotel, it's name and the price.
The hotel's name, location, ranking, amenities, available rooms and the price.
The hotel's location, ranking and price.
We as a travel agency are NOT responsible for any denied boarding due to Visa or Passport issues for international flights.
True
False
Flexible Ticket lets the customer make changes to the booked flight departure date and time without being overcharged by airlines.
True
False
What is the standard Follow-up for x-selling agents?
- 3 follow-up calls (minimum 2 h difference)
- 1 email
- 1 SMS
- 2 follow-up calls
- Follow-up SMS
- 3 follow-up calls (minimum 1 h difference)
- Follow-up SMS/email
- 2 follow-up calls
- 1 follow-up email
- Introduction SMS
How many cases should a cross-selling agent have in the My Inbox Queue?
20
no limit
15
30
Smart Search is a tool to access GDS.
True
False
What is a Discounted Fare?
Fares that have an age requirement.
Fares sourced from online sources and from airlines' websites.
Options that can be presented to customers only with supervisor's approval.
Private deals that are cheaper than the published prices.
Before booking the ticket the agent must inform the customer that the ticket is non-refundable and non-exchangeable, free of charge.
True
False
The agent can collect the Credit Card information and complete the Booking Form by themselves.
True
False
What extra product is mandatory to be offered to the customer?
Flexible Ticket
Price Drop Protection
Travel Protection
Support Bundles
There is no need to double check the itinerary before the customer starts filling out the Booking Form.
True
False
