MCCCD Program Description

Reservations/Sales Training Practicum

Course: AIR108

First Term: 1991 Fall

Laboratory 3 Credit(s) 9 Period(s) 7.2 Load
Subject Type: Occupational
Load Formula: S

Description: 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

MCCCD Official Course Competencies
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)
MCCCD Official Course Competencies must be coordinated with the content outline so that each major point in the outline serves one or more competencies. MCCCD faculty retains authority in determining the pedagogical approach, methodology, content sequencing, and assessment metrics for student work. Please see individual course syllabi for additional information, including specific course requirements.

MCCCD Official Course Outline
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 Etiquette 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

MCCCD Governing Board Approval Date: 11/27/1990

All information published is subject to change without notice. Every effort has been made to ensure the accuracy of information presented, but based on the dynamic nature of the curricular process, course and program information is subject to change in order to reflect the most current information available.