Notes

SALES CALL FLOW:
Greetings: Hi, thanks for calling Reservation Stays. This is Ice. What can I help you book today?

Wait for cx

3A's: Sure, I’ll be more than happy to check that for you.

Verification: Hotel name and address Just to confirm the hotel name is _ and it is located at _.

Wait for cx

Get other itineraries: May I ask for the (Check-in and out dates, and number of guests including children)?

Wait for cx

Just to confirm your check in date will be on April 15th, 2022, Friday and your check out date will be on April 16th, 2022, Saturday – good for XX nights and this is for 2 guest, correct?

Wait for cx

Appreciate you verifying that. Let me check the availability here for you. While the system is loading, may I ask for your name so I can address you properly?

Ask for the intent: Is there anything special going on with this trip? I hope you have a good stay with this hotel.


Ask for the # of beds:
Do you have any preferred bed? Would you want a 1 bed or 2 beds?

Wait for cx

Alright, that is noted.

When offering the property:
We have the availability for (mention deals that you on screen using the hierarchy of details):
Room Type
Bed Type
Cancellation policy
Add on
Rate before taxes and fees

Shall we go ahead and book this room?

Wait for cx

Note: Duplicate the RS website before you click the "Reserve" button. Go check the duplicated window and go to About section then ask the guest the following:

Would you like to check the basic amenities?

Just a reminder that the check-in time is at _: PM and check out time is at _: AM

If there's a Mandatory fee in the website:
Please be advised that there are mandatory fees - $__ for deposit and $__ for the resorts fee.Please be advised that there are mandatory fees - $__ for deposit and $__ for the resorts fee. In addition, don’t forget to bring a valid credit card upon check in for any hotel mandatory fee and a valid photo ID for security purposes.

Note: Go back to the 1st tab.

Recap process: Just to verify if we're on the same page, the hotel you're going to is.. (proceed stating the information below)
1. Hotel name
2. Address
3. Bed type
4. Check in & Check out
5. No. of nights and No. of guest
6. Grand total
7. Saves: Good news! You saved USD 47.26 in making this booking
8. Cancellation policy:
If refundable: This booking can be cancelled for a full refund anytime before ____(Date)_____11:59 pm hotel local time.

If non refundable: This reservation is non-refundable and you will not receive a refund if you choose to cancel this reservation after booking nor if you leave your stay early.

Confirming they agreed to the terms and condition
-In booking this reservation you agree to the terms and conditions and the cancellation policy, am I ok to proceed with booking the room?

Get the booking details:
Let us now proceed to the guest details. Can I have the.. (ask for each information)
Primary Guest Name: Trisha Smith (verify using Phonetics)
Email address: [email protected]
Phone number: 8777782624
Special request: Is there any special request?

Thanks so for the information. We will be needing your credit card details.

May I have the... (ask for each information)
Credit card #: (have them verify it themselves)
Exp date: 0104
CVV: 123
Billing Address: 143 S LasVegas Blvd. NV

Note: Fill out the other tabs such as the City, State, Country, Country code.

Advise the guest about the charge:
Upon, confirming this reservation you will be charge on your card immediately. Please prepare a pen and paper so that I can provide you the confirmation number once this has been completed.

Putting the guest on hold: While I'm processing this booking for you, may I please place this call on hold for a min or two?

Wait for cx

Return to the guest after holding:
Thank you for patiently waiting. Congratulations! I successfully processed your reservation. Your booking confirmation number is B_1234. (Repeat the order number if needed)

Proceed saying:
Your card has been charge. It will appear on your statement as reservations in 3-5 days. You will receive a confirmation email shortly. Please check your inbox or junk folder. Should any questions or issues arise, you can reach out to our support by finding the contact information in the email, or you can call this number back. Would there be any future reservation that I can help you book today?

Ask for CSAT
Thank you for calling Reservation Stays, and by the way would you like to take 30 seconds Customer Satisfaction Survey at the end of this call?

Wait for cx

Closure
Thank you once again for calling Reservation Stays, always happy to help you save money on hotels!