1. Page 1 Key:- Step not always applicable Key to quality Tip
Further instruction
Department: Connected Service
Owner: Connected Service
Time: 25 Minutes
SOP type: Excursion Sales
System: Not Applicable
Date of last revision and version number:
Step
Instruction
Illustrations / Quote
Comments
Time (sec) 1.
Listen and collect data
Answer phone under SLA guidelines
Customer expresses an interest in booking an excursion
Listen to what the customer’s requirements are
Ask customer for holiday booking details
Reservation number
Lead name
Name of the hotel
Room number
Always use customer’s name
5 mins
SLA
Answered in three rings
With a positive can do-attitude
Hello welcome to the Connected Service
You are speaking with…
Ask the customer if they have an idea of what excursion they would like to go on.
If yes, confirm in NanoRep the day of the week the excursion runs, the price and an outline of the excursion
You can find this information by either typing the name of the excursion or by typing (Destination) - Event Planner – (Resort name) – (Source market) in the search box
Reply the information to the customer
Ask the customer how they would like to pay for the excursion
If customer would like to book the excursion confirm in NanoRep the options of booking excursion in the destination (this info will be available in the event description)
If customer would like to book go to step 3
If customer does not want to book offer car hire, go to SOP car hire sales
10 mins 2.
Investigate and advise
Page 1

2. “How would you like to receive your excursion confirmation ”
Key:-
Step not always applicable
Key to quality
Tip
Further instruction
Department: Connected Service
Owner: Connected Service
Time: 21 Minutes
SOP type: Excursion Sale
System: Not Applicable
Date of last revision and version number:
Step
Instruction
Illustrations / Quote
Comments
Time (sec)
If customer does not have an idea of which event they would like to go on, the event planner will provide information on what events are available to them, offer to either read over the telephone the information or this to the customer directly to read at leisure and arrange for a suitable time to contact the customer again to book. Follow step 3 when applicable.
Once you have confirmed how the excursion can be booked either:
Book in system with credit card
Book in system with cash for customer to pay directly on excursion bus
Closest hotel for the customer go and see a rep and book the excursion with the rep
Book an appointment with Rep on Request.
Don’t forget that some excursions need to be booked directly with the supplier before booking the excursion on the system – see NanoRep for more details 3.
Book Excursion
Don’t forget to ask the customer to stay on the line and answer the 3 survey questions at the end of the call.
5 mins
Never write the customer’s credit card number down and don’t repeat it whilst on the phone with the customer - always input straight from the phone to the website
“How would you like to receive your excursion confirmation ”
4. Send confirmation to customer and complete logs
5 mins
/ Efax confirmation of booking
Complete sales tracker
Include some Top Tips for the excursion for the customer in their booking confirmation.
“I will the hotel with all the relevant information for your attention”
Page 2