Voicemail Example :

Hello Richard (Customer’s name). I see you are looking for an airline ticket and I believe I can
help you with that. We’ve got some fantastic new contracts form our Airline partners and I’m
sure this can help you with your travel plans.
My name is Tom ( Agent’s name) from ASAPtickets. If you are interested in getting some fresh
discounted quotes, reach me out at 877-553-8523 ( agent’s direct pn) and don’t forget to check
your email, I’ve already sent a few quotes there (options to be with discounted price, compared
to previous offers).

Outgoing call (If Answered) :

"Hi, am I speaking to Richard? (customer’s name) My name is Tom, from ASAPtickets, I see
that you were looking for a flight to Paris ( destination city) and I believe that we can still find a
suitable option for you, because recently we received a few price drops that can be applied to
your request. Are you interested in that?"

Case 1: If the customer says that they are not looking for the flight ticket anymore, specify what
is the reason and close the request appropriately.

Case 2: If the customer is still looking / checking for an airline ticket, then follow the below
script.

Agent : Great! Once again, my name is Tom and from now on I will be taking proper care of your trip
and find options matching your desires.
I have your trip details in front of me and I would like to double check it with you, just to make sure
nothing has changed since your previous search. Can I do that with you, please? (wait for the
answer). Thank you !
As far as I can see, you were looking for a round trip for 1 Adult, departing from New York city to
Paris, France. The dates would be May 5th to May 25th, is everything correct?

Case 1: No. There are some mistakes or customer changed something

Agent : Okay, please provide me with the new details. ( don’t forget to edit details in the CMS
request. In case you cannot do it, address to your Supervisor) . Process to Case 2 Agent script.

Case 2: Yes. Details are correct

Agent : Perfect. With this basic information in hand, I will start my search right now. Normally it
takes about 3 to 5 minutes. We highly value your time and would appreciate it if you can dedicate it
to stay with me on the line, since from the responses you will provide, will depend the accuracy of my
search. Can you do that?
Case 1: No. Customers cannot stay on the line.

Agent : Sure, I totally understand. In this case, can you please briefly provide me with all your
preferences? Simply describe for me how a perfect flight option looks for you…. ( actively listen+ask
clarifying questions if needed. Just keep in mind - the customer is in a hurry, so don’t keep him too
long on the line) …
Thank you so much! Sorry for holding you on the line, appreciate your time. I’ll get back to you within
1 hour, if that is okay for you…( get customer’s agreement). Hear you soon!

Case 2: Yes. Customers can stay on the line.

Agent : Thank you! While I'm searching, please share your preferences with me. What would
your perfect flight option look like? (While the customer is providing the preferences, make sure
to actively listen and ask open-ended clarifying questions. Example: Tell me more about your
decision to avoid this airline? OR :May I ask why are your dates fixed? OR : You mentioned the
number of stops or layover doesn’t really matter for you, can you please elaborate on it?.
Clarifying questions will help you a lot understand real reasons behind their preferences, or
even what will be your selling points)

IMPORTANT NOTE - While customers are providing you their preferences, search in ProQuote
for an option matching those preferences. Use Filters.

Flight Offering pitch :

Thank you so much for your time and shared preferences. Meanwhile I am ready to present to
you the 1st option.
This is the first option I found so far, matching all the preferences you have. So, as you
mentioned that you prefer Air France as your operating carrier, that is from where I started. This
is a flight operated by Air France, with the departure from JFK on May 5th at 11.30PM and
arrival to Paris Charles de Gaulle airport, at 12.40 PM, on the next day. On the way back, the
departure from Paris will be on May 25th, at 11.30 AM, arriving back to JFK at 3.15 PM, on the
same date.
Besides your preferred airline, this flight is also offering another great benefit, which is - No
stops in between. More than that, it also has a check in bag for up to 50 pounds included. This
is a kind of flight we call - Comfort all the way (smile).
What do you think about this option so far?

Case 1: Looks perfect. Let’s book it!

Agent : I was sure you were gonna like it. The price for this option with all of those great benefits
and all taxes and fees included, is just $1478. Please provide me your name as in the traveling
document, for the reservation. (proceed with Booking)

Case 2: How much is it?

Agent : I’m waiting for the prices to be displayed right now. Meanwhile, how do you feel about the
itinerary itself?
*The idea is to get customer’s real feedback on the itinerary, not being influenced by the price.

Case 3: What else do you have?

Agent : We have a lot of other options and I would gladly present it to you. But before I do so, can
you please share with me your thoughts on this itinerary? The reason I’m asking is because I want to
pick the next option which will bring value and cover your needs. I will not be able to do so as long as
I don’t know the reasons which are holding you back from this option, right? Let’s discuss it…

IMPORTANT NOTE - While customers are providing you their feedback, you have to start
Dealing with objections. At the same time, note customers' concerns, so that later on you can
provide suitable options.
Find 1,2 more options and repeat the Flight presentation script + Dealing with objections.
If dealing with objections and all provided options still doesn't work out, don't give up on that
customer yet, We have a dedicated department called Expert (They can always check if there
are any options better than the ones you offered to the customer) All you need to do is ask 1
hour time to the customer to check for better options like they preferred. Get their best number
to reach back and provide your direct phone number to the customer.

Now lets send to an expert with a detailed explanation on what exactly the customer is looking
for. It should include Flexibility, Airline preference, No of stops required, Budget of the customer
and if any other particular requirements. NEVER SEND A REQUEST WITHOUT PROPER
FEEDBACK.

Correct Format examples on how to send to Expert Q :

-Client is Flexible +- 2 Days, He would like to fly with DL/ UA or LH. Maximum stops - 1. Market
is around 2k, client is looking something around 1700-1800$ Range

--Client is + - 1 Day Flexible, Client Prefers DL/UA. Maximum 1 stop and short layovers. Market
is about 1500, Clients looking for around 1100

-Client is not Flexible, Looking for only AA with one stop with short layover or nonstop flight.,
Market is about 1.5k, he wants the cheapest.
Wrong Format examples on how to send to Expert Q:

- Please update

- Customer wants cheaper

- Add options

Follow up Call Script :

Hi Richard (Customer name), This is Tom (Agent name) from Asap tickets, we just spoke an
hour about your flight request to Paris (Destination Airport). As promised, our best experts worked
on your preferred flight and we found exactly what you were looking for. However the options found
by our experts are taken from very limited offers, as those are exclusive deals. Please return my call
as soon as possible so we don’t lose this great opportunity. Once again, this is Tom (Agent name) ,
and my direct phone number is - 877-553-8523 (agent’s direct pn).