E-TECH TRAVEL AND TOURS

GOING BEYOND YOUR EXPECTATIONS

FLIGHT BOOKING
ROUTE: OHIO TO NEW YORK ROUTE: NEW YORK TO OHIO

PACIFIC WEST AIRLINES AMOUNT FLIGHT SCHEDULE

AVAILABLE
ECONOMY • $35.33 • 0700H
Includes Travel insurance • 1300H
• $40.30
With travel insurance. With food menu.
PREMIUM • $42.15 • 0730H
Includes 7 Inches extra legroom, wider seat, • 1030H
more space recline. Also includes food menu.
Includes Travel Insurance
BUSINESS • $60.95 • 0830H
Wide sitting capacity. Served with food. • 1400H
Unlimited drinks. Includes Travel Insurance.
FIRST CLASS • $80.55 • 1145H
Includes private car to the airport. A private • 0645H
lounge at the terminal. Caviar and champagne on
the flight. Lie flat seat and a bed. Unlimited Food
and drinks. Includes travel insurance.
FLIGHT BOOKING
ROUTE: OHIO TO NEW YORK ROUTE: NEW YORK TO OHIO

MOUNTAIN INTERNATIONAL AMOUNT FLIGHT SCHEDULE AVAILABLE

AIRLINES
ECONOMY • $32.10 • 0800H
Includes Travel insurance • 1100H
• $39.99
With travel insurance. With food menu.

PREMIUM • $40.00 • 0800H

Includes 7 Inches extra legroom, wider seat, more space • 1300H
recline. Also includes food menu. Includes Travel
Insurance

BUSINESS • $65.00 • 0900H

Wide sitting capacity. Served with food. Unlimited drinks. • 1130H
Includes Travel Insurance.

FIRST CLASS • $79.99 • 1400H

Includes private car to the airport. A private lounge at the • 0600H
terminal. Caviar and champagne on the flight. Lie flat
seat and a bed. Unlimited Food and drinks. Includes
travel insurance.
 HOTEL BOOKING
HILTON NEW AMOUNT AND INCLUSION LA VISTA AMOUNT AND INCLUSION
YORK HOTEL HOTEL

STANDARD ROOM •
•
Good for 2 Persons
Queen/King bed or 2 Separate beds
STANDARD •
•
Good for 2 Persons
Queen/King bed or 2 Separate beds
• Free Breakfast for 2 ROOM • Free Breakfast for 2
• With Hot and Cold shower • With Hot Tub
• Free Wifi • Free Wifi
$79.99 $71.00

DELUXE ROOM •
•
Good for 2-4 Persons
2 Queen/King Bed
DELUXE ROOM •
•
Good for 2-4 Persons
2 Queen/King Bed
• Free Breakfast and lunch • Free Breakfast and lunch
• With hot and cold shower • With hot and cold shower
• With Hot Tub • With Hot Tub
• Free Wifi • Free Wifi
$99.99 $95.00
SUITE ROOM •
•
Good for 6-8 Persons
3 Queen/King Bed
SUITE ROOM •
•
Good for 6-8 Persons
3 Queen/King Bed
• With Kitchen • With Kitchen
• Free Breakfast • Free Breakfast
• With hot and cold shower • With hot and cold shower
• With Jacuzi • With Jacuzi
• Free Wifi • Free Wifi
$150.00 $162.00
 QUESTIONS TO ASK FROM CUSTOMER

1. ROUTE – ask your customer if it’s ONE WAY or ROUND TRIP (if round trip, don’t forget to multiply the base fare)
2. PLACE TO TRAVEL – Ohio to New York, New York to Ohio
3. Number of Passengers – If more than 1, don’t forget to multiply the base fare
4. Preferred TIME or AIRLINE
5. Departure Date – If round trip ask for the RETURN DATE
6. FULL NAME
7. COMPLETE ADDRESS
8. CONTACT NUMBER
9. Birthdate
10. SSN – ask only for the last 4 digits (Social Security Number)
11. EMAIL ADDRESS
 PAYMENT PROCESS/METHOD

We only accept CREDIT CARD Payment

Credit Cards accepted: VISA, MASTER CARD, AMERICAN EXPRESS, DISCOVER
Ask your Customer the following:
1. 16 Digit Credit Card Number
2. Expiration Date
3. CVV # (Credit Verification Value) – 3 Digit Number located at the back of the credit card
 REMIND YOUR CUSTOMERS

FLIGHT REMINDERS HOTEL REMINDERS

1. Check in time is 1 hour before departure 1. All rooms are not Pet Friendly
2. Present 2 Valid ID’s upon check in 2. All rooms are non smoking
3. Cancellation is not allowed 2 Days before 3. Check in time is 2:00PM
departure 4. Check out time is 12:00Noon
4. Please check your email address provided as we 5. Cancellation is not allowed
have already emailed you your E-ticket. 6. Please check your email address provided as we
have already emailed you your hotel
confirmation.
 E-TECH TRAVEL & TOURS
SPIEL
 OPENING SPIEL
“Thank you for calling E-Tech Travel and Tours my name is _________________, how may I help you?
 EMPOWERMENT STATEMENT/EMPATHY STATEMENT
“Sure, I am very willing to assist you.”
 VERIFICATION AND GATHERING OF INFORMATION
“Before I go ahead, may I please ask some information so that we can proceed with your request?”
 PROCESSING REQUEST/TROUBLESHOOTING
Booking and Payment Process
 RECAP
Recap the request of your customer, total payment and reminders
 CLOSE THE CALL
“Thank you for choosing E-tech Travel Tours, my name is _____________________. You have a great day. Goodbye!
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

AGENT: Thank you for calling E-Tech Travel and Tours, my name is ___________________________
How may I help you today?
CUSTOMER: Hi, I would like to book a flight pls.
AGENT: Sure Mam/Sir, I am very willing to assist you with that. Do you already have a preferred
time or Airline?
CUSTOMER: Can you please check your earliest flight please?
AGENT: Under Pacific West Airlines, earliest flights are,
Ecomony, 7:00 in the morning that will cost you $35.33 (mention the inclusions of the flight)
Premium, 7:30 in the morning that will cost you $42.15 (mention the inclusions of the flight)
Business Class,8:30 in the morning that will cost you $60.95 (mention the inclusions of the flight)
First Class, 6:45 in the morning that will cost you $80.55 (mention the inclusion of the flight)
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

AGENT: Under Mountain International Airlines, earliest flights are,\

Ecomony, 8:00 in the morning that will cost you $32.10 (mention the inclusions of the flight)
Premium, 8:00 in the morning that will cost you $40.00 (mention the inclusions of the flight)
Business Class, 9:00 in the morning that will cost you $65.00 (mention the inclusions of the flight)
First Class, 6:00 in the morning that will cost you $79.99 (mention the inclusion of the flight)
CUSTOMER: Please book me under Mountain International Airlines, 6:00 in the morning pls.
AGENT: Sure, that will cost you $79.99. Is that from New York to Ohio, or from Ohio to New York?
CUSTOMER: Ohio to New York
AGENT: One way of Round trip?
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

CUSTOMER: That’s one way only

AGENT: How many will be travelling? And the Departure Date please?
CUSTOMER I will be travelling alone and the Departure date will be on September 15, 2021.
AGENT: Thank you very much. Before I proceed with your request, May I ask some information
so that we can proceed with the booking of your flight?
CUSTOMER: Sure!
AGENT: May I please ask for your First Name?
CUSTOMER: My name is Anne Smith
AGENT: What about your complete address?
CUSTOMER: 966 Big Elm Bantry North Dakota
AGENT: And your birth date?
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

CUSTOMER: October 1, 1983

AGENT: Contact number please?
CUSTOMER: 816-836-7308
AGENT: Your Email Address?
CUSTOMER: annesmith@gmail.com
AGENT: Thank you for that. Please take note that we will be sending your E-Ticket in a while on
the email address that you provided.
CUSTOMER: Copy that
AGENT: Lastly, the last 4 digits of your social’s pls?
CUSTOMER: 1876
AGENT: Thank you very much for that information.
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

AGENT: I will now proceed with the payment process.

We only accept credit cards. May I ask what kind of credit cards are you going to use?
We only accept, Visa, Master Card, American Express and Discover.
CUSTOMER: I’m going to use my Master Card.
AGENT: May I have the credit card number please?
CUSTOMER: 511-705-088-005-3222
AGENT: For verification and security purposes, can you please repeat your credit card number?
(Take note, that Agents/Customer Service Rep are not allowed to repeat the credit card number)

CUSTOMER: 511-705-088-005-3222
AGENT: What about its expiration date?
CUSTOMER: July 2022
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

AGENT: Lastly, the CVV Number or the 3 digit number located at the back of your credit card?
CUSTOMER: It’s 334
AGENT: Thank you very much. Can you please stay on the line for 2-3 minutes while I process your
request?
CUSTOMER: Sure, not a problem.
AGENT: Thank you very much for patiently waiting. I have now successful process you flight booking.
Before we end this call is there anything else you would like to add.
CUSTOMER: None at all. I think that’s it.
AGENT: Great! Before we end, let me just recap what we did, you called to book a flight under
Mountain International Airlines at 6:00 in the morning and that costs you $79.99.
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - FLIGHT

AGENT: Please also take note that, check in time is 1 hour before departure. Present 2 Valid ID’s upon
check in. Cancellation is not allowed 2 Days before departure and also please check your email address provided as
we have already emailed you your E-ticket.
CUSTOMER: Okay, thank you very much for your help.
AGENT: Always a pleasure. Is there anything else I can help you with?
CUSTOMER: None so far. Again, thank you so much!
AGENT: Thank you for choosing E-tech Travel and Tours, you have a great day ahead. Goodbye!
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - HOTEL

AGENT Thank you for calling E-Tech Travel and Tours my name is ________________________ how may I
help you today?
CUSTOMER Hi, I would like to book a room please for my family.
AGENT Sure I am very much willing to assist you. Do you already have a preferred room and hotel?
CUSTOMER For the Room, I would like to check the Deluxe Room. For the hotel not yet.
AGENT We have 2 Hotels with available Deluxe room for you and your family. At Hilton New York Hotel, Deluxe
Room will cost you $99.99, good for 2-4 persons, 2 Queen or Kind Bed, Free Breakfast and Lunch, With Hot
and cold shower, With Hot Tub and a Wifi. While in La Vista Hotel, Deluxe Room will cost you $95.00, same
its also good for 2-4 persons, 2 Queen or Kind bed, Free Breakfast and lunch, With hot and cold shower, with
hot tub and a wifi. Which one do you prefer?
CUSTOMER Please book me under La Vista Hotel.
AGENT For how many Days?
CUSTOMER For 2 Days please
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - HOTEL

AGENT Your check in Date?

CUSTOMER September 15, 2021
AGENT This is noted. Before I proceed with your request, May I please ask for some information so that I can
proceed with the booking of your room?
CUSTOMER Sure, not a problem.
AGENT Thank you! May I start by your full name?
CUSTOMER Joann S. Peris
AGENT Complete Address and Birthdate please?
CUSTOMER 2199 Berkley St. Mobile, Alabama, my birthdate is August 16, 1980
AGENT: Your contact number please?
CUSTOMER: 484-836-7308
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - HOTEL

AGENT May I also ask for the last 4 digits of your socials?
CUSTOMER 8978
AGENT Lastly your email address pls?
CUSTOMER joannperis@outlook.com
AGENT Thank you very much for that. I will not proceed with the payment process. We only accept credit cards.
May I ask what kind of credit cards are you going to use? We only accept, Visa, Master Card, American
Express and Discover.
CUSTOMER I will be using my VISA Card
AGENT May I please ask for the credit card number?
CUSTOMER 448-525-971-178-9860
AGENT: For verification and security purposes, can you please repeat your credit card number?
CUSTOMER: It’s 448-525-971-178-9860
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - HOTEL

AGENT How about the expiration date?

CUSTOMER August 2023
AGENT May I also ask for the CVV number or the 3 digit number located at the back of your credit card?
CUSTOMER Sure it’s, 867
AGENT Thank you very much for that information. Would it be alright If I place you on hold for like 2-3 minutes
while I process the booking of your room?
CUSTOMER Sure, take your time.
AGENT Thank you very much.

Thank you very much for patiently waiting. I have now successfully process the booking of your room.
Before we end this call is there something else you would like to add up?
CUSTOMER None at all. Thank you very much for your help.
 E-TECH TRAVEL & TOURS
SAMPLE SCRIPT - HOTEL

AGENT Before we end this call, let me just recap what we did. You book a room for 2 nights under La vista
hotel under Deluxe Room for $95.00 per night. The Total cost of your payment is $190.00. Please also
be reminded that all rooms are not pet friendly. Check in time is 2:00PM, Check out time is 12:00NN.
Cancellation is not allowed. Please also check your email as we have already sent the confirmation of
your booking. So is there anything else I can help you with?
CUSTOMER Non so far, thank you very much for your help.
AGENT Always a pleasure. Thank you for choosing E-Tech Travel and Tours you have a great day ahead. Goodbye!