Thank you for calling the Reserve California reservation center. This is _____ (first name). How may I help you today?
Thank you for calling the Reserve California reservation center. This is _____ (first name). How may I help you today?
Embedded Files
Probing
Probing
To MAKE a LODGING reservation:
I'd be happy to help you with that today? (Positive Initial Response)
Which state park would you like to visit?
What is your desired arrival date? [refresh]
How many night would you like to stay?
If units are available:
Here are the available units. <list> Which would you prefer?
If NO units are available:
Unfortunately, those dates are not available; would you like me to check other dates or another park?
Verify
Verify
May I have your last name, then first name please?
If a customer with that name, phone number or e-mail address is already in the system:
It looks like you are in our system. Please verify your mailing address and phone number to ensure I have the correct customer selected.
If the customer is not in the system:
It looks like we don't have you as a customer yet. Let me get you set up.
Collect: First and Last Name
Address
Phone
Unit Pre-Cart
Unit Pre-Cart
Will you be the main occupant?
If NO
Who would you like to list as the main occupant?
Camping fees include entry for 1 vehicle and 1 legally towed vehicle or trailer, additional vehicles will be charged per night at the park. [Vehicle Parking]
Reverse Verify
Reverse Verify
For verification purposes, please repeat for me the name of the park, your unit number, and your arrival and departure dates.
The cancellation policy and terms and conditions you accepted earlier are effective at the conclusion of this call.
Are there any other reservations you would like to make today?
Your total today is $_____.
[Describe breakdown of nightly fees, reservation fees, and taxes. Then restate the total]
Payment Process
Payment Process
I'm going to Secure our Line and Pause the Recording
Whose name appears on the card?
What type of card is this?
What is the card number?
What is the expiration date?
What is the CVV code?
*Resume Recording*
Closing
Closing
Your confirmation number is ______________. I am sending your confirmation letter, which outlines important information regarding your stay, to the email address on your customer account. You should see it within 24 hours. Please check your spam folder if you don’t see it.
Is there anything else I can help you with today?
Thank you for calling Reserve California
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