Maricopa Community Colleges  AIR110   19952-19966 
Official Course Description: MCCCD Approval: 11/22/94
AIR110 19952-19966 L+L 2 Credit(s) 4 Period(s)
Advanced Reservations/Sales Training
Emphasis on attending to passenger needs by answering "live" phone calls in a laboratory setting. Includes sales, mandatory parts of a call, phone etiquette, and information retrieval. Prerequisites: AIR106.
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MCCCD Official Course Competencies:
 
AIR110   19952-19966 Advanced Reservations/Sales Training
1. Identify the different types of phone calls. (I)
2. Demonstrate appropriate sales techniques. (II)
3. Offer sale to the caller in a timely manner. (III)
4. Make special offers to the caller when required. (III)
5. Identify accurate fare information. (III)
6. Use correct verbiage throughout the telephone call. (IV)
7. Demonstrate professional voice image throughout the telephone call. (IV)
8. Create an itinerary using availability and shoppers (fare display). (V)
9. Enter passenger information fields into the Passenger Name Record (PNR). (V)
10. Use the PNR to figure, quote and enter ticketing time limits, fare and restrictions. (V)
11. Review itinerary and record locator number. (V)
12. Provide airport check-in and ticket purchase information to caller. (V)
13. Demonstrate effective use of the Direct Reference System. (V)
14. Relay passenger boarding totals and flight information to the caller. (V)
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MCCCD Official Course Outline:
 
AIR110   19952-19966 Advanced Reservations/Sales Training
    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
            C. Vacation Package
            D. Fare Quote
            E. Subject to Change Until Purchase
            F. Advance Seat Assignment
          IV. Phone Etiquette
              A. Greeting the Caller
              B. Using Callers' Name
              C. Voice Image and Professionalism
              D. Handling Pauses
              E. Avoiding Jargon
              F. Using Appropriate Verbiage
              G. Proper Closing/Other Reservations
            V. Passenger Name Record
                A. Availability
                B. Shoppers (Fare Display)
                C. Entry of Name Fields
                D. Entry of Phone Fields
                E. Entry of Received From Fields
                F. Ticketing Field and Time Limits
                G. 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. Passenger Boarding Totals
                M. Flight Information
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