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OUTBOUND SPIEL FOR CUSTOMER

*Opening Spiel: Hi my name is Jessica, and I'm calling from Expedia and I am looking for Tyler Bradway

*Building Rapport -Hi,Tyler - How's your day doing today?

*Reason for Calling: I'm calling in regards on your reservation that you have booked with us. Do you have time to talk about the changes?

*Call Recording Closure: Before we proceed, please be reminded that this call maybe monitored or recorded for quality assurance purposes. And for the security of your reservation, may you please verify the email address used in the booking.

*Concern and Flight Available Again I'm calling in regards on your reservation that you have booked with us because unfortunately there was an airline schedule change and what we can do here on our end is to offer you an alternative flight that will also fit your preference. May I discuss it with you?

Check the flight availability AN(FLIGHT DATE)(CITYPAIR)/A(AIRLINE CODE)/C(SEAT)

Tyler, the best possible flight that matches your preference is of course with Delta Airline with flight number 5215, you will depart from SEE-RAH-KYOOS on 12:59PM and you will arrive to DUH-TROIT on 2:43PM, does that sounds good to you?

*IF NO, OFFER ANOTHER FLIGHT Depart from DTW on 3:50pm, will arrive at LAX on 6:08pm Depart from SYD on 11:05am, will arrive at LAX on 6:00am Depart from LAX on 9:30am, will arrive at JFK on 5:55pm

Okay perfect! I will process it for you right away.

Price the new flight Delete TQT first- tte/all Proceed to sell in the new flight AN(FLIGHT DATE)(CITYPAIR)/A(AIRLINE CODE)/C(SEAT) -ex:SS1J1 Price the new fare -ex: TQT then FXP

Offer customer the flight and if customer agreed proceed to price the new flight So, (Customer name) I already process your new flight here and the details of your new flight is, you will be flying with (Insert Airline) with flight number (Insert number) you will depart from (Insert departure city) on (Insert time) and you will arrive to (Insert arrival city) on (Insert Arrival time).

Discuss the changes in price of flight if there is any. The new fare will be (Insert new grand total amount) this is including the taxes and fees If no fare changes The fare in this new flight will still be the same (Insert grand total amount) this is including taxes and fees

*Ask the customer if they are okay with the new price of the flight Okay, (Customer name) are you okay will all these changes? Would you like to confirm and proceed to this new flight?

Okay that's great! *Closing Before we end this call I just wanted to give you a quick recap so that we can be can be assured that we are on the same page and clear with everything. I called in regarding your current reservation with us that has been (Insert tkt reject reason) and we (summarize all the process you did with the reservation) Is that correct? I think, that's all.

“Thank you for taking this call, Tyler ! Have a great one.