Voicemail Example :

Hi XXXXXX,

My name is XXXXX (your nickname) and I am calling you from asaptickets regarding your flight
request to XXX (destination). The reason I am calling is because we just received some price
drops to XXX (destination) and these are applicable for your dates. Prices start from $800
(depending on the case) within the dates you have requested. I have also sent you 2 quotes to
the following email: [email protected]. Please give me a call if you are still interested in
booking the tickets for reasonable prices. My direct number is XXX-XXX-XXXX and my name is
XXXX (your nickname) ! Waiting for your call! Thank you!

Outgoing call (If Answered) :

Agent : Hi, Am I speaking to XXXX ? This is XXXX from Asap tickets, I am calling you regarding
your flight request. Are you still looking for any flight ticket?

1.​ Customer : If the customer says that they are not looking for the flight ticket anymore
means close that lead with proper reason.

2.​ Customer : If the customer is still looking / checking for the flight ticket, then follow the
below script.

Agent : In that case I'm more than happy to assist you. So let me check your flight request.

-​ I can see that you wanted to depart from XXX (Airport) to XXX (Destination Airport), Is
that right?
-​ Ok, perfect. So please confirm me your Travel dates?
-​ Can I know how flexible are you with the dates? Is it fixed dates or can it be flexible?
-​ How many passengers are going to travel?
​
Perfect,Now let me summarize the flight details. You want to depart from XXX (Airport) to XXX
(Destination Airport) on the dates of XXX (Departure date) to XXX (Return date). You are +-
XXX (Number of Flexible dates) on the way going and fixed dates on the way back. Number of
passengers going to travel are XXX (Number) Adult, XXX (Number) Child and XXX
(Number)Infant. Is that right?

Awesome, now let me check for the best options on your provided dates. This might take 2 to 3
minutes and I wanted you to hold on to the line while I search for the flight options.

-​ Do you also require Car rental / Hotel accommodations? We have discounted rates on it.
 -​ Do you have any Airline preference? (For example : United airlines, Air france ,
Lufthansa , Philippine airlines, Ethiopian airlines)
-​ How many stops do you prefer? (1 stop / 2 stops )

Offering Flight options :

XXX (Customers name) Thank you for holding on to the line. I have found the best option as per
your preference. Let me tell you about the flight details.

Flight Offering pitch :

So you will be departing on May 7th at 5.15pm from San Diego airport (Departure airport) and
you will reach London Heathrow airport (Destination airport) the next day on May 8th at 1.30pm
in the afternoon. In between, you have 1 stop which is in Salt lake city (Layover airport) for the
layover of 55 mins. Total duration will be 12 hours and 15 mins. So you just have only 1 stop on
the way going and you will be flying with Delta Airlines. On the way back, you will be departing
from London Heathrow airport on May 28th at 12pm in the afternoon and you will reach San
Diego airport on the same day at 11.53pm. In between, you have just 1 stop which is New York
for the layover of 5 hours. Total duration will be 19 hours and 53 mins. So in this entire trip you
will be traveling with Delta Airlines.

The cost of this flight is 581 dollars including 1 check in luggage and this price includes taxes.

What do you think about this option?

Answer 1 : If the option you offered to the customer is rejected then ask what exactly the
customer didn't like from the option you offered him/her?

Sure, I can check for better options but please confirm on what exactly you didn't like in this
option?

Offer 2 other options accordingly. If all 3 options are rejected, then it's time to Handle objections
(https://docs.google.com/presentation/d/112QWLSmo9VK3tRsJjKXoz8EZZjXvyIRn7UYtdKNWz
uw/edit#slide=id.gb757864037_1_920) Please go through this ppt on how to deal with different
objections.

If dealing with objections still doesn't work out means 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.

Few 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 flight.
Market is around 2k, client is looking something around 1700-188$ 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.

Answer 2 : This option looks good but please check if there are any other better options?

Sure, Let me check if any better options are available, hold on to the line for 2 mins.

Answer 2 is already a positive sign that the customer likes this option but still needs better. You
know that it's the best available option in the proquote. Many agents used to give up on the
customer at this moment by arranging a callback which is a very huge mistake and didn't realize
that they had a chance to make a sale. Note : Everyone wants to buy the best of best in
everything (It goes for all products) and all we need to do at this point is to make the customer
realize that they are getting the best option and make them feel that you have checked all other
options but this is the best of best option as they preferred. You cannot just push the customer
by offering just 1 option so that's the reason for this 2 mins hold making them feel that you are
putting all the efforts to find the best option for them.

Now it's time to reveal that you have checked all the options closer to the date and this is the
best and also you need to highlight value of the best option offered before + Create urgency
(https://docs.google.com/presentation/d/1AFwfu2IiQfKo_g7L4_rkNnZl1HdifuybZG2d8PW0qek/e
dit#slide=id.g27cd0b9c077_0_147) for that flight they like (Fear of missing out will push the
customer to book it right away)

Thank you for staying on the line, XXXX (Name) I have checked all the options in your flexible
dates but all other options are 400 dollars more expensive than this option. So this is the best
option and it has only the last 2 seats available at this price. If we miss this seat then we
probably need to book the next best option which is gonna cost 400 dollars more than this flight.

Give 2 seconds pause = Sometimes Silence is the best thing to do after you say the information.
You need to hear the customer out for the information you told her. Is she convinced to book or
not yet? Need to add more urgency according to customer reply.
I would suggest you to book this flight right away because I'm sure that we will lose this seat any
time now. Also if you check anywhere in the market, this same flight I'm offering is costing you
780 dollars which is 200 dollars more expensive and we are getting the discounted price. So
can we go ahead to book this ticket before it runs out? I just need your full name as per your
passport to make a reservation (Ask for a sale)

Follow up Call Script :

Hi XXXX (Customer name), This is XXXX (Agent name) calling you from Asap tickets, we just
spoke before an hour about your flight request from XXXX (Departure Airport) to XXXX
(Destination Airport). I have an amazing flight option for you just as you requested. Let me tell
you about the flight details.