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Mock Call Details and Guidelines: Pacific West Airlines Mountain International Airlines

This document provides guidelines and details for a mock call assessment being conducted by E-Tech Global Training Academy. It includes information on flight and hotel booking like company names, flight and room details, rates, and amenities. It also lists the information to gather from customers, payment process, things to remember during the assessment, and the assessment criteria. The criteria include opening spiel, gathering customer information, problem solving, product knowledge, and rapport. Representatives will be scored based on these criteria with the total possible points being 100.

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61 views5 pages

Mock Call Details and Guidelines: Pacific West Airlines Mountain International Airlines

This document provides guidelines and details for a mock call assessment being conducted by E-Tech Global Training Academy. It includes information on flight and hotel booking like company names, flight and room details, rates, and amenities. It also lists the information to gather from customers, payment process, things to remember during the assessment, and the assessment criteria. The criteria include opening spiel, gathering customer information, problem solving, product knowledge, and rapport. Representatives will be scored based on these criteria with the total possible points being 100.

Uploaded by

Turtle Art
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

DETAILS AND GUIDELINES


E-TECH GLOBAL TRAINING ACADEMY INC.

Product and Service: Flight and Hotel Booking


Company Name: E-tech Travel and Tours

FLIGHT DETAILS
PACIFIC WEST AIRLINES MOUNTAIN INTERNATIONAL AIRLINES
Economy Economy
TIME: 0700H TIME: 0800H
$35.33 $32.10
- Includes Travel Insurance with Snacks - Includes Travel Insurance
and Drinks
Economy Economy
TIME: 1300H TIME: 1100H
$40.30 $39.99
-With Travel Insurance and Food Menu to - With Travel Insurance
choose from - With Food Menu
Premium Premium
TIME: 0730H TIME: 0800H
1030H 1300H
$42.15 $40.00
- Includes 7 Inches extra legroom, - Includes 7 Inches extra legroom, wider
wider seat, more space reclines. Also seat, more space reclines. Also includes
includes food menu. Includes Travel food menu. Includes Travel Insurance
Insurance and free neck pillow.
Business Business
TIME: 0830H TIME: 0900H
1400H 1130H
$60.95 $65.00
- Wide sitting capacity. Served with -Wide sitting capacity. Served with food.
food. Unlimited drinks. Includes Travel Unlimited drinks. Includes Travel
Insurance. With travel give aways. Insurance.
First Class First Class
TIME: 1145H TIME: 1400H
0645H 0600H
$80.55 $79.99
- Includes private car to the airport. A -Includes private car to the airport. A
private lounge at the terminal. Caviar private lounge at the terminal. Caviar and
and champagne on the flight. Lie flat champagne on the flight. Lie flat seat and
seat and a bed. Unlimited Food and a bed. Unlimited Food and drinks. Includes
drinks. Includes travel insurance. With travel insurance.
travel give aways.

Flight Reminders:
1. Check in time is one hour before departure.
2. Present 2 Valid IDs upon check in
3. Cancellation is not allowed 2 days before departure
4. After this call, kindly check the email address you have provided as we will send you
your E-ticket.
MOCK CALL
DETAILS AND GUIDELINES
E-TECH GLOBAL TRAINING ACADEMY INC.

HILTON NEW YORK HOTEL LA VISTA HOTEL


STANDARD ROOM STANDARD ROOM
$79.99 $71.99
- Good for 2 persons - Good for 2 persons
- Queen Bed (changeable to 2 separate - King Bed
beds - With breakfast for 2
- With breakfast for 2 - With hot and cold shower
- With hot and cold shower - Free Wifi
- Free Wifi
DELUXE ROOM DELUXE ROOM
$99.99 $95.00
- Good for 2 to 4 persons - Good for 2 to 4 persons
- King Bed - King Bed
- Free Breakfast and Lunch - Free Breakfast and Lunch
- With hot and cold shower - With hot and cold shower
- With hot tub - With hot tub
- Free Wifi - Free Wifi
- With overflowing coffee (for free)
SUITE ROOM SUITE ROOM
$150.00 $162.00
- Good for 6-8 persons - Good for 6-8 persons
- 4 King Beds - 4 King Beds
- With kitchen - With kitchen
- Free Breakfast and Lunch - Free Breakfast and Lunch
- With Jacuzzi - With Jacuzzi
- With hot and cold shower - With hot and cold shower
- Includes private car from Airport to the - Includes private car from Airport to the
hotel hotel
- Free Wifi - Free Wifi
- With overflowing coffee (for free) - With overflowing coffee (for free)
- Wine and Champagne for Free during
Dinner

Hotel Reminders:

1. All rooms are not Pet Friendly


2. All rooms are non-smoking
3. Check in time is 2:00PM
4. Check out time is 12:00Noon
5. Cancellation is not allowed
6. Please check your email address provided as we have already emailed you your hotel
confirmation.
MOCK CALL
DETAILS AND GUIDELINES
E-TECH GLOBAL TRAINING ACADEMY INC.

WHAT INFORMATION TO GATHER ON YOUR CUSTOMERS?

1. Full Name:
2. Birthdate:
3. Complete Address:
4. Contact Number:
5. Email Address
6. Last 4 digits of their SSN (Social Security Number):

Note: If you were not able to get the spelling of the name of your customer, ask kindly your customer to repeat it for
you. Second option is to spell it out for them. (Use your phonetics if necessary). Same goes with the address, contact
number and email address.
Do not forget to say thank you right after the customer has given you all of his/her information. Do not use the word
Ms, Mam, Sir. Call your customer by their first name, or by their last name. Example: Mr.Smith, Ms.Brown.

(If flight booking)


1. Way: One way
Round trip
2. Route: Ohio to New York
New York to Ohio
3. How many passengers
4. Preferred Departure Date
5. Return date if roundtrip
6. Preferred Time:
7. Total amount

Note: If the flight booking is roundtrip, do not forget to multiply the amount to two. Do not forget as well the return
date.

(If Hotel booking)


1. Check in Date:
2. Check out Date:
3. How many will check in:
4. How many rooms:
5. Total amount:

Note: Do not forget to multiply the amount indicated to the number of stay of your customer.

PAYMENT PROCESS
Our Services only accepts the following credit card below:
Visa, Master Card, American Express and Discover

1. Ask your customer what credit card he/she will be using:


2. Credit Card Number (16-digit number):
3. Expiration Date:
4. CVV (Credit Verification Value – 3-digit number located at the back of the credit card):

Note: Credit card number is 16-digit number. If you were not able to get the credit card number, let your customer
repeat it for you. Please also take note that the credit card should not sbe expired.
MOCK CALL
DETAILS AND GUIDELINES
E-TECH GLOBAL TRAINING ACADEMY INC.

THINGS TO REMEMBER DURING MOCK CALL ASSESSMENT

1. Print or write down all necessary details needed on your mock call
2. Save all the details given by your customer, details will be
Encoded on your GNOMIO
3. Do not forget to get a screenshot during your Mock Call Assessment, will be uploaded
on your GNOMIO.
4. When you enter the google meet, immediately start with your opening spiel
5. Use headset, if possible, to have a better audio.
6. Listen to your Customer properly.
7. Sound like your smiling
8. Be confident and study
9. Open your camera during the assessment
MOCK CALL
DETAILS AND GUIDELINES
E-TECH GLOBAL TRAINING ACADEMY INC.

ASSESSMENT CRITERIA

CRITERIA ASSESSMENT SCORE


1. Opening Spiel 5 POINTS
2. Empathize, Apologize, 10 POINTS
Assure
3. Gathering Information 20 POINTS
from the
Customers/Confirmation
of Customers Account
4. Probing (Asking 5 POINTS
relevant questions)
5. Solving the problem or 20 POINTS
answering the question
of the customer
6. Offer Additional 5 POINTS
Assistance
7. Close the Call 5 POINTS
8. Product Knowledge 20 POINTS
9. Hold procedure 5 POINTS
10. Rapport 5 POINTS
TOTAL OF 100 POINTS

REMARKS: (pronunciation, sentence construction, intonation, grammar)

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