Maricopa Community Colleges  AIR162   20012-99999 
Official Course Description: MCCCD Approval: 05/28/02
AIR162 20012-99999 LEC 3 Credit(s) 3 Period(s)
Airline Booking Procedures I
Travel customer booking procedures. Includes communication skills, fare quotes and sale closure. Also covers special services and shipping procedures. Prerequisites: None.
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MCCCD Official Course Competencies:
 
AIR162   20012-99999 Airline Booking Procedures I
1. Explain the sales process. (I)
2. Explain the importance of using proper grammar and vocabulary in the sales process. (I)
3. Define effective listening skills and conversation control techniques. (I)
4. Explain information gathering techniques. (I)
5. Review fare rules and regulations. (II)
6. Differentiate between various fare determining options. (II)
7. Identify the fare protection statement and its use. (II)
8. Explain procedures for closing the sale. (III)
9. Explain techniques for handling customer objections. (III)
10. Identify procedures for making seat assignments. (IV)
11. Differentiate between trip and cancellation insurance. (IV)
12. Summarize regulations concerning the travel of unaccompanied minors. (IV)
13. Explain responsibilities of the Help Desk and the Hold Desk. (IV)
14. Explain frequent flyer program and its use. (V)
15. Explain Travel Club benefits and restrictions. (V)
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MCCCD Official Course Outline:
 
AIR162   20012-99999 Airline Booking Procedures I
    I. Sales Process/Communications
        A. Greeting
        B. Voice/Image
        C. Grammar and Vocabulary
        D. Acknowledgment
        E. Verification
        F. Need Determination/Information Gathering
        G. Listening
        H. Conversation Control
        I. Efficient Time Usage
      II. Fare Quotes
          A. Rules
          B. Regulations
          C. Lowest Possible Fare
          D. Options
            1. Class of Service
            2. Dates
            3. Flights
            4. Airlines
            5. Airports
          E. Fare Protection
            1. Definition
            2. Statement
          F. One-Way Fares
        III. Sale Closure
            A. Request Reservation
            B. Pursue Sale
            C. Handle Objections
            D. Resolve Concerns
            E. Close Sale
            F. Verify Data
          IV. Special Services
              A. Seat Assignments
                1. Preferences
                2. Procedures
              B. Fax/E-Mail
              C. Special Meals
                1. Children
                2. Diet
              D. Insurance
                1. Cancellation
                2. Trip
              E. Unaccompanied Minors
                1. Regulations
                2. Fees
              F. Help Desk
                1. Cancellations
                2. Problem Resolution
                3. Voids
                4. Questions
                5. Schedule Changes
                6. Reconfirmation
              G. Hold Desk
                1. Payment Collection
                2. Record Changes
                3. Name Change
            V. Special Programs
                A. Frequent Flyer
                  1. Benefits
                  2. Restrictions
                B. Travel Club
                  1. Benefits
                  2. Restrictions
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