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MOCK CALL (Applicant's Guide)

This document outlines the steps and guidelines for a mock call between an applicant and a travel agent. It includes greeting the caller, verifying travel details, building rapport by asking questions, presenting room options and rates, obtaining payment information, recapping the booking details, closing the call, and providing a confirmation number. The goal is to book a hotel reservation through role playing different scenarios and using the proper procedures at each step of the interaction.

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Lee Robert Olivar
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43 views4 pages

MOCK CALL (Applicant's Guide)

This document outlines the steps and guidelines for a mock call between an applicant and a travel agent. It includes greeting the caller, verifying travel details, building rapport by asking questions, presenting room options and rates, obtaining payment information, recapping the booking details, closing the call, and providing a confirmation number. The goal is to book a hotel reservation through role playing different scenarios and using the proper procedures at each step of the interaction.

Uploaded by

Lee Robert Olivar
Copyright
© © All Rights Reserved
We take content rights seriously. If you suspect this is your content, claim it here.
Available Formats
Download as DOCX, PDF, TXT or read online on Scribd
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MOCK CALL: Applicant’s Guide

Agent Name: ___________________________ Date: ____________ Score: ___________


• GREETING
• VERIFY TRAVEL INFORMATION 
- Restate all the information gathered.
✓ Full Destination City/State and Country (if outside of the U.S.) 
✓ Full Check in Date & Day of the week (month, date & day of week) 
✓ Full Check out Date & Day of the week (month, date & day of week) 
✓ How many rooms?  
✓ How many adults & children will be travelling? (If children will be there, ask for their ages) 

• URGENCY STATEMENT 
"This is one of the best-selling properties within the area, let me check if I still have a room left for you."

• BUILDING RAPPORT 
“While waiting for the inventory to load up, if I may ask … (ask the following)
Location = Is this your first time travelling to this location?
Price = Do you have a particular room rate in mind?
Amenities = Are there any amenities you need?

*Building Rapport / Presenting property (Offer the room)


B – Bedroom (we don’t guaranty bed types) 
A – Amenities (at least 2) 
R - Rate 
✓ SINGLE night – Provide GRAND TOTAL including tax recovery charges and service assessment fees. 
✓ MULTIPLE night – Provide the average nightly Rate. 

• ASK FOR THE SALE (within 2 sec. after quoting the rate)
What is your email address so we can lock this in?

•REBUTTALS 
Scenario 1. If there are objections.
NOTE: Provide appropriate rebuttals in every objection and immediately ask for sale afterwards. 

Scenario 2. If there are no objections.


✓ Ask for the guest’s email address and name Phonetically spell both details. 
✓ Ask for a contact no.
✓ Ask for the card details (preferably VISA).  
✓ Ask for the Billing Name and address.

•RECAP. After gathering all info.


✓ Repeat hotel name & full address.
✓ State the Room type, How many adults, how many children and the age.
✓ State the full (and correct) dates of travel, including day of week, month and year. 
✓ Quote the “Grand total including tax recovery charges and service/assessment fees is $___.” 
✓ Read the cancelation policy verbatim. 
✓ Read the terms & conditions to caller. (reconfirming the cancellation policy and then  
stating that the card will be charged in USD) 
✓ Wait for the caller to accept the terms & conditions before making the booking.

• CLOSING THE CALL 


Your confirmation number is R123456789, please be sure to have a valid photo ID upon arrival and credit card for any incidental charges you may
have. Are there any future reservations I can assist you with?
Thank you for calling reservations. Have a nice day!

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