EN -Scripts

PRIME retention

ISSUE DATE: January 2024

CONFIDENTIAL – NOT INTENDED FOR UNAUTHORISED DISTRIBUTION

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For further information please contact:

Group CS Training & Development: cs-training-development@edreamsodigeo.com

Doc Ref: EN-Scripts-Renewal Induction REVAMP

Scripts

PRIME Trainer’s Guide 1

 1. Call introduction

**Agent**:

Alright, I've noticed that you recently had a flight experience on (date) from (origin) to (destination),
and you also made a booking for accommodation.

As a Prime Member, you benefited from a significant discount totaling (amount) on this booking alone.
With that in mind, could you please share the primary reason you're considering cancelling your
membership?

**Customer**: I don’t travel enough.

2. Offering Benefits + 19,99 subscription + vouchers

**Agent**:

I completely understand, [Customer's Name], It's important to consider what aligns best with your
current needs.

However, Our subscription offers an array of benefits beyond the frequent traveler, making it a valuable
choice even for those with sporadic travel plans. Your membership remains active for a year, allowing
you to tap into the discounts whenever the wanderlust kicks in. Think of it as having your travel savings
account ready for your next adventure.

Prime members often find value in the unexpected—life's unpredictable nature makes our discounts a
great safety net for those sudden opportunities that come your way.

Let me highlight a particular benefit: as a Prime member, you're entitled to book up to 2 flights a year
without additional fees, and if plans change, you'll receive an 80% refund. It's that peace of mind even
occasional travelers appreciate.

Would you like to explore further and see how these benefits could suit your needs?

**Customer**: Not sure.

PROMOTIONAL PRICE 19,99

Option 1 : Customer has not been charged yet:

PRIME Trainer’s Guide 2

 **Agent**:

Alright, let's explore another option together. Today, I've got a special deal just for you: you can access
our Prime membership for a promotional price of 19.99 (currency) for an entire year. This upgrade
ensures you enjoy all our discounts on your upcoming reservations.

When you consider that the Prime Plus subscription is priced at X (currency) and the free trial is a
one-time offer, would you like to take advantage of this exclusive offer?

**Customer**: Not sure/Not interested

Option 2 : Customer has already paid the subscription and we offer them 19,99 (partial refund to
apply)

**Agent**:

Certainly, let's explore another option together. I've got an exclusive deal tailored just for you: you can
renew your Prime membership at a special price of 19.99 (currency) for the upcoming year. This
upgrade ensures ongoing access to discounted rates on all your reservations throughout the entire
year.

Considering your initial investment in the Prime Plus subscription at price X, I'm ready to promptly
refund you the price difference. Would you like to consider taking advantage of this special offer to
continue your subscription?

**Customer**: Not sure/Not interested

VOUCHERS OFFERING

**Agent**:

Alright, [Customer's Name], here's an even more exclusive offer just for you, but it's limited: along with
this, I can also provide you with two discount vouchers for your upcoming reservations.

These vouchers offer a 70 (currency) discount on flights and a 100 (currency) discount on flights and
accommodation. They are valid for 1 year, and you can use them for any reservation of the same
amount or higher.

For example, if you book a flight with us priced at 71 (currency), you'll essentially fly for 1 (currency).

Doesn't this unique offer sound like a compelling opportunity for you?

3. Not refundable subscription - Offering Benefits + vouchers + 19,99 subscription

**Agent**:

PRIME Trainer’s Guide 3

 I understand, [Customer's Name], that your travel plans might not be as frequent at the moment.

However, our service provides flexibility, allowing you to utilise your discounts whenever you choose to
travel, even if it's infrequent. The subscription is valid for an entire year, ensuring you can keep your
membership and take advantage of our discounts whenever you plan your next trip. It's like having
savings ready in your pocket for whenever you're ready to explore.

I'm sharing this information with you because, in many cases, our Prime members choose to extend
their membership beyond the free trial period, even when they don't have immediate travel plans. They
recognize that life can be unpredictable, and our discounts prove beneficial whenever unexpected
travel opportunities arise.

Let me highlight one of these benefits: as a Prime member, you can select up to 2 flights a year at no
extra cost, and if you need to cancel them, you get 80% of your money back. It's a feature that
provides peace of mind, even for infrequent travellers.

I'm confident, (client name), that considering these benefits, you see the potential for significant value
throughout this year, don't you?

**Customer**: Not sure.

**Agent**:

I want to emphasize that despite the refund request period being over as per our terms and conditions,
I encourage you to take advantage of the benefits offered by the subscription.

VOUCHERS OFFERING

But what I can do for you today is provide you with 2 discount vouchers for your next reservations.

These vouchers offer a 70 (currency) discount on flights and a 100 (currency) discount on flights and
accommodation. They are valid for 1 year, and you can use them for any reservation of the same
amount or higher.

For example, if you book a flight with us priced at 71 (currency), you'll essentially fly for 1 (currency).
I'm confident you'll find this unique offer compelling.

**Customer**: Not sure/Not interested

**Agent**:

I've got an exclusive deal for you today. In our effort to have you continue as a Prime member, we're
offering to extend your subscription at a special price of 19.99 (currency) for the next year. By opting
for this upgrade, you'll enjoy discounted rates on all your upcoming reservations throughout the entire
year.

Given that you initially paid X (currency) for the Prime Plus subscription, I'm prepared to promptly
refund you the price difference.

PRIME Trainer’s Guide 4

 4. Offering Benefits (PAID member calling before 30 days of next withdrawal)

**Agent**:

I understand (name of the customer) that you're not travelling as much right now. Our service offers
flexibility, allowing you to use your discounts whenever you decide to travel, even if it's infrequent.
It's like having savings in your pocket for whenever you're ready.

(Name of the customer) I'm sharing this information with you because, in most cases, our Prime
members choose to extend their membership beyond the yearly subscription, even when they don't
currently have travel plans. This is because they understand that life can be unpredictable, and our
discounts can be quite advantageous whenever an unexpected travel opportunity arises.

Can you share your thoughts and experiences with our service so far, (name of the customer)?
We're eager to hear what aspects you find most valuable and how we can further enhance your
membership.

**Customer**: Not really, I just booked with you once, I just noticed a discount in my reservation.

**Agent**:

Indeed, you've already had a taste of the discounts on flights, which saved you X (currency)
amount. Prime members enjoy discounts on all flights booked with us.

Typically, do you make hotel reservations when you travel?

Well, Prime members can enjoy hotel rooms at up to half the regular price, potentially saving
you up to 270 (currency).

And very importantly: By reserving your accommodations with us, you can have peace of mind
knowing that if your flight encounters any disruptions, such as delays, cancellations, or other
issues, we will provide you with a range of options to ensure you get the most out of your
travel experience. With a dedicated customer service line available 24/7 and expedited refund
process in case you need. After all, who wants to wait around for a refund, right?

And let me highlight one of these benefits: as a Prime Plus member, you can select up to 2
flights a year at no extra cost, and if you need to cancel them, you get 80% of your money
back. It's a feature that provides peace of mind, even for infrequent travellers.

Given all the advantages of our Prime membership, does it make sense to continue enjoying
these exclusive benefits on your future travels?

PRIME Trainer’s Guide 5