Closing Request
1.Which of these situations does not count as "worked on the request"?
a. Agent confirms customer's travel details from Las Vegas to Chicago.
b. Customer replies to a follow-up message, stating our prices are too expensive.
c. Agent explains how our advertised fares work to a customer inquiring about a promotion.
d. CAC. During initial contact, the customer mentioned right away that they already
purchased tickets
2. How should agents conduct a follow-up if there are 15 phone numbers and 9 email
addresses in the request?
a. Agents should follow-up for only the first email and phone number.
b. Agents should follow-up for 3 emails and 3 phone numbers.
c. Agents should not conduct a proper follow-up and should just close this request with "Other
specific situations."
d. Agents should follow-up for all emails and phone numbers.
3. What occurs if QA rejects your closing requests?
a. After rejection, agents will no longer be able to use that closing reason, ever again..
b. Nothing will happen, QA will simply send an email regarding the mistake.
c. Different types of bans are imposed based on the specific closing reasons.
d.After the third mistake, agents will receive a 30-day ban for all closing reasons.
4. Mark the situations that count as “Client needs no sales assistance”: (multiple answers)
a. The client purchased elsewhere before agent reached them;
b. The client is no longer interested in our services by the time you get in touch with them;
c. The client is inquiring about additional post-sale services or is seeking for CS assistance;
d. The person, who answers the phone, says that the phone number is wrong and there is no
way to reach the customer (no email address in request);
e. Customers don't speak English or the available closing reason languages
(Tagalog/Spanish), prompting agents to send a message to ITNMAIL.
5. In case the agent clicks on a take request, before the customer answers the phone, will he
be able to close it and remove it from conversion?
a. They can conduct a proper follow-up and close the request with the reason "Other
Specific Situations".
b. They can conduct a proper follow-up and close the request with the reason "Cannot
reach client (proper follow-up done)".
c. In this situation, they will not be able to close the request with any reasons, since the
agent manually took the request.
6. How can agents identify if they can handle requests and mark them as "Free leads"?
a. They will be notified via email by a manager or supervisor about these promotions.
b. "Free leads" days occur on the last three days of each month and agents can handle them.
c. "Free leads" promotions occur every second Friday, but you will be reminded by your
manager.
7. What happens if an agent uses the "Client needs no Sales assistance" closing reason and is
rejected by QA two or more times in the last 30 days?
a. The agent will receive a warning and will be assigned additional training.
b. The agent's sales commission will be reduced for the next month.
c.The agent will be banned from using the "Client needs no Sales assistance" option for the
next 14 days.
8. What are the actions that need to be done to close the request with “Close as Spanish
Speaker Needed”? (multiple answers)
a. Agent should Transfer the call;
b. Agent should select request marker- “Close as Spanish Speaker Needed”
c. ;In the comment section add Call ID(if it applies) or forward the email to QA(if it applies)
with evidence;
d. Save the changes;
9. What is considered “Only CAC”?
a. applies only to special promo leads.any
b. fresh requests.
c. only fresh requests, incoming calls from the general line.
d. only fresh requests contacted through autodialer.
10. GL. Client requested a trip with travel dates of more than 13 months ahead. How can you
close this request and remove from conversion?
a. Use "Client needs no Sales Assistance
b. "Use "Move to BQ"
c. Use " Not ready yet Q" and handle the request accordingly. Such requests cannot be
removed from conversion at this point
