Maricopa Community Colleges  AIR108   19912-19915 
Official Course Description: MCCCD Approval: 11/27/90
AIR108 19912-19915 LAB 3 Credit(s) 9 Period(s)
Reservations/Sales Training Practicum
Practical experience attending to passenger needs by answering "live" phone calls in a laboratory setting. Includes The Sales Effort, Mandatory Parts of a Call, Phone Etiquette, and Building the Passenger Name Record. Prerequisites: AIR106.
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MCCCD Official Course Competencies:
 
AIR108   19912-19915 Reservations/Sales Training Practicum
1. Differentiate a sales telephone call from an information telephone call. (I)
2. Demonstrate appropriate sales effort. (II)
3. Offer sale to the caller in a timely manner. (III)
4. Make special offers to the caller when required. (III)
5. Provide accurate fare information to the caller. (III)
6. Use correct verbiage throughout the telephone call. (IV)
7. Display professional voice image throughout the telephone call. (IV)
8. Build an accurate itinerary using availability and shoppers (fare display). (V)
9. Enter passenger information fields (name, phone, and retrieved from) correctly. (V)
10. Figure, quote, and enter ticketing time limits with accuracy. (V)
11. Figure, quote, and enter fares and restrictions with accuracy. (V)
12. Correctly review itinerary and record locator number with caller. (V)
13. Provide airport check-in and ticket purchase information to caller. (V)
14. Demonstrate effective use of the Direct Reference System. (V)
15. Relay accurate passenger boarding totals and flight information to the caller. (V)
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MCCCD Official Course Outline:
 
AIR108   19912-19915 Reservations/Sales Training Practicum
    I. Type of Telephone Call
        A. Sales
        B. Information
      II. Sales Effort
          A. Call Control
          B. Qualifying Needs of Passenger
          C. Listening Skills
          D. Overcoming Objections
          E. Return Inquiry
          F. Linking Features and Benefits
        III. Mandatory Parts of a Call
            A. Timely Sales Offer
            B. Ticket by Mail Offer
            C. Vacation Package Offer
            D. Fare Quote Entries
            E. Subject to Change Until Ticket Purchase
            F. Appropriate Advance Seat Assignment
          IV. Phone Etiquettte
              A. Greeting the Caller
              B. Using Callers' Name
              C. Voice Image and Professionalism
              D. Handling Pauses During the Telephone Call
              E. Avoiding the Use of Jargon During the Telephone Call
              F. Using Appropriate Verbiage (We vs. I)
              G. Proper Closing/Other Reservations
            V. Building the Passenger Name Record
                A. Effective Use of Availability
                B. Effective Use of Shoppers (Fare Display)
                C. Correct Entry of Name Fields
                D. Correct Entry of Phone Fields
                E. Correct Entry of Received From Fields
                F. Correct Quotes and Entry of Ticketing Field and Time Limits
                G. Correct Quotes and Entry of Fares and Restrictions
                H. Itinerary Recap
                I. Airport Check-In/Ticket Purchase Information
                J. Record Locator Number
                K. Effective Use of Direct Reference System
                L. Relay Passenger Boarding Total
                M. Relay Flight Information
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