PROBING QUESTIONS TO HANDLING ABG SALES CALLS

MAKING A RESERVATION:
LOCATION:
- “Can you spell the name of the city for me?”
- or zip code: “Do you have a zip code, to find the nearest location for you?”
- For airport locations, if the cust (customer) ask how to go to the counter, ask if is flying-in or if is
local, to provide the right directions.

DISCOUNTS:
- Do you have a profile or any discounts to apply to the rental?
- Do you belong to any association, wholesale store or warehouse club?
- Do you have a small business or are you a self-employee?

If cust ask for airline/insurance discount:

- Do you work for the company or have a membership with them (ex. frequent flyer account)?
For airline discount, enter the following on DISCT PROMPT to find the right one:
- PAL – If work for an airline.
- FFD – If have a frequent flyer account.

If ask for a corporate/government/military discount:

- Are you traveling for business or leisure/personal reasons?
- Remind the cust that need to show at the counter, a business ID or badge, to prove that work
for the company, if are traveling for business.

If the cust have a profile:

- Ask them to confirm under what name is the account, and 2 other security questions (ex. ask to
confirm email, date of birth). DO NOT PROVIDE ANY INFORMATION TO THE CUST, UNTIL THE
SECURITY VERIFICATION IS SUCCESSFULY COMPLETED.

IF THE LOCATION IS SOLD-OUT:

- Check ONLY TWO MORE OPTIONS to be able to offer availability to the cust, ex: different
location/dates, different vehicle. If still cannot find what the cust needs, apologize for the
inconvenience, and finish the call. Remember that we not always be able to help them. This is to
have our AHT under control (lower then 350).
- If you are checking for locations around an area, your limit will be 5 – 10 miles from the original
point, do not look further than that, because may not be convenient to the cust.

OFFERING THE VEHICLE:

- Featured vehicle as a first option, if cust is not interested, ALWAYS downgrade to a FULL SIZE.
- If the cust is asking for a TRUCK, ask if need PICK-UP TRUCK or MOVING TRUCK. If need a
Moving truck, transfer the cust to Budget Trucks. If need a PICK-UP TRUCK, it is mandatory to
have a Major credit card to be able to rent it.
OFFERING THE SALE:
- Pay now price as a first option: “If you willing to pay now…”
- If cust ask for small/cheap vehicle as a first option, check if can offer an upgrade.
- If cust do not like the rate, or not have the cc info, check if can add a Closing Discount/Coupon,
and offer the pay at the counter rate, mention that can book it with name and phone number
and ask for email, and can call back at any time, if need to make any CHANGES on it.

PAY NOW METHOD:

- Do not forget to use AIM, for credit card information.
- Asking for billing address: “May I have the address WHERE YOU RECEIVE YOUR BANK
STATEMENT?”
- Or: “May I have the address that is linked to your credit/debit card?”

CLOSING THE SALE:

- “I will send you an email to confirm the reservation ALONG WITH A SURVEY, to evaluate me
during this call, I DO APRECIATE IF YOU LEAVE YOUR COMMENTS ABOUT MY SERVICE TODAY.”
- “Are there other RESERVATIONS that I may help you with?”
- If the cust do not receive the email confirmation, ask to check on SPAM, or assist them to look
up on the website:
- Go to the main page, on the top will see an option that say RESERVATIONS, click on it, and
select the option VIEW/MODIFY/CANCEL, enter the last name and the CNF# (Confirmation
number), and will show up. Also have the option to send an email from there or download it on
PDF.
- DO NOT FORGET TO OFFER MARRIOT AT THE END OF THE CALL.

If the cust ask where you are located:

- This is an International Call Center for Reservations.
- If the cust insist on knowing your exact location, you can say that you are located on Mexico
City.
- In case that the cust ask for your name/employee number, provide the name that you’re using
on your calls, and/or provide your XVR number.

MODIFICATION/EXTENSION:

IDENTIFYING THE CUST NEEDS:

Cust say that wants to change a reservation. Ask them FIRST if have the vehicle already:
- YES: “May I have the RA Number/MVA number?”
- NO: “May I have the CNF#r?”
- If does not have any of them, pull up the reservation by PUL, PUD, NAME, or phone number, if is
a rental extension, take the RA number from the CNF#.
- If cust rent from a LICENSEE location, will need to contact the counter, for assistance.
When the information has been found:
- Reservation: “Can you confirm the name on the reservation for me?”
- Extension: “May I have your name please?”
- If cx does not have the CC information, check if you can take it from the reservation or from the
profile (if apply).
 - CONFIRM the information BEFORE completing the changes.

BILLING ISSUES/CHARGE DISPUTE:

PREPAID RESERVATION:
Now we can process the full refund to the cust, ONLY on specific situations, look for the QA Flash
Discounts Prepaid Refund, on the Shared Folder, to verify how the process works.

REGULAR RESERVATION:
If cust have billing issues, ask FIRST if still have the vehicle:
- YES: Cust need to check with the counter.
- NO: Explain that need to pass 72 hours, to reflect the final bill of the rental, if is that the case,
transfer to Customer Service.
- If cust mention that have already a Case Number, transfer to Customer Service.
- If is a cancellation for a prepaid reservation, pull up the reservation, and verify when the refund
was processed. The cust needs to wait 3 to 10 business days, to reflect the refund on their
account.

ISSUES DURING THE ROAD:

- if the car has a mechanical issue (broke down, battery dead, flat tire, check engine light, etc.),
ask the cust if can drive to their nearest location, if is not able to drive it, transfer the call to
Roadside Assistance.
- If wants to report the conditions of the vehicle (broke item, dirty, stinks), transfer the call to
Customer Service.
- If cust realize that receive the vehicle with the tank of gas not full, ask them to take a picture of
the dashboard, showing the gas gauge, fill the tank, keep the picture and the gas receipt, and
show it at the counter, with the tank of gas on the same way that receive it.

Please verify Help – ERS document on the Shared Folder, to look for more assistance on another vehicle
issues.