MCCCD Program Description

Advanced Reservations/Sales Training

Course: AIR110

First Term: 2000 Summer I

Lec + Lab 2 Credit(s) 4 Period(s) 3.4 Load
Subject Type: Occupational
Load Formula: S

Description: 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

MCCCD Official Course Competencies
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)
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. Ticketing Procedures C. Vacation Package D. Fare Quote E. Subject to Change Until Purchase F. Boarding Procedures 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

MCCCD Governing Board Approval Date: 4/25/2000

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.