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Official Course
Description: MCCCD Approval: 11/26/96 |
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AIR102 19972-99999 |
LEC |
3 Credit(s) |
3 Period(s) |
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Reservations/Sales Training I |
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Basic orientation to Reservations/Sales Training. Includes overview of product knowledge, computer familiarization, the Passenger Name Record, sales, and fares. Prerequisites: None. |
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Go to Competencies Go to Outline
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MCCCD Official Course Competencies: |
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AIR102 19972-99999 |
Reservations/Sales
Training I |
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1. |
State the importance of product knowledge from the customer service standpoint. (I) |
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2. |
List selected cities by state and their codes. (I) |
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3. |
Identify airline industry codes. (I) |
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4. |
Define and explain terms related to product knowledge. (I) |
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5. |
Define and explain terms related to the computer keyboard/screen. (II) |
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Demonstrate proper sign in/out procedures. (II) |
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7. |
List and define common computer responses when signing in or out. (II) |
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Define and explain terms related to Passenger Name Record. (III) |
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9. |
Identify each portion of an example Passenger Name Record. (III) |
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10. |
Write and perform entries required to build a passenger name record. (III) |
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Define and explain terms related to basic sales concepts, the sales game, and sales analysis. (IV) |
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Demonstrate proper telephone etiquette using appropriate telephone verbiage. (IV) |
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13. |
Define and explain terms related to fares in the airline industry. (V) |
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List and identify the fare basis elements. (V) |
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Write and perform entries related to fares. (V) |
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16. |
Select the lowest available one-day and round-trip fares for specific itineraries on a given display. (V) |
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MCCCD Official Course Outline: |
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AIR102 19972-99999 |
Reservations/Sales
Training I |
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I. Product Knowledge A. Importance of Product Knowledge B. Route Structures C. Airline Industry Codes D. Miscellaneous Information II. Computer Familiarization A. Screen Familiarization B. Keyboard Familiarization C. Sign In/Out Procedures D. Problems When Signing In III. Passenger Name Record A. Components 1. Phone Field 2. Received From Field 3. Itinerary 4. Name Field 5. Ticketing/Time Limit Field 6. Fare Quote B. Entries 1. Basic Availability Display 2. Additional Availability Entries 3. Passenger Information Fields 4. Connecting Flights IV. Sales A. Basic Sales Concepts 1. Public Needs a. Need to Travel b. Need to Confirm a Decision c. Need for Information 2. Advertising a. Media b. Repeat Business c. Word of Mouth B. The Sales Game Rules 1. Asking Open-Ended Questions 2. Controlling the Conversation C. Sales Call Analysis 1. Sales Call a. Potential Passengers b. Action Passengers 2. Information Call D. The Basic Sales Call V. Fares A. Fare Structure B. Global Pricing 1. Shoppers Display 2. Auto-Pricing |