| 1.
|
Match current airline products to customer needs by asking questions.
(I)
|
| 2.
|
Use product selling skills to overcome customer objections. (I)
|
| 3.
|
Describe appropriate language and phrases to ensure professionalism.
(I)
|
| 4.
|
Apply skills to build rapport and trust from customers. (I)
|
| 5.
|
Examine emergency communication procedures in the event of an air
disaster. (I)
|
| 6.
|
Interpret different personality types and their communication styles.
(I)
|
| 7.
|
Explain relationship between high level of customer service and
customer loyalty. (II)
|
| 8.
|
Review benefits for customers to join a frequent flyer club. (II)
|
| 9.
|
Practice customer retention skills. (II)
|
| 10.
|
Determine goals to maintain high level of work performance. (II)
|
| 11.
|
Arrange reservations for airline employees. (III)
|
|