SCRIPT: Transfer/Modify
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Modification & Cancellation Policy
A tour can be modified or cancelled up to one hour before the start time.
Changes to tour date or time: no additional charge if made in advance. A non-refundable registration fee ($5.50) per ticket will be charged for cancellations.
Opening & Probing
Opening & Probing
To TRANSFER/MODIFY a HEARST CASTLE TOUR reservation:
(Use empathy statement, if applicable)
I’d be happy to help you with that!
May I have your confirmation number?
If the customer does not have the confirmation number available:
What is the name <or> phone number on the reservation?
Verify
Verify
Please confirm your name, phone number, and email address for me.
You currently have a reservation for (tour type) on (day/date/time) for (total number of tickets, adult/child). Is this correct?
What would you like to change?
Unit Pre-Cart
Unit Pre-Cart
IF ARRIVAL IS EARLIER THAN 1 PM OFFER TO BOOK AN ADDITIONAL TOUR
Many customers decide they would like to take additional tours once they are at the Castle and are disappointed when they are turned away because the tours have sold out for the day.
Would you be interested in Mr. Hearst’s private suite and library, or the Cottages and Kitchen?
IF YES, CHECK AVAILABILITY
TICKET ORDER DETAILS: Will your information remain the same?
>once you've made the requested change but BEFORE processing payment/refund<
Reverse Verify
Reverse Verify
To ensure I have everything correct, can you please repeat the name of the tour(s) we have changed? (Customer to provide answer)
And what is the new date and start time for your tour? (Customer to provide answer)
Thank you! Next is a quick agreement I need to read to you before we continue with your payment.
**Review & Acknowledge Waiver Agreement with guest**
Your total fee for this change is $_____. > Breakdown charges. <
or
Your refund for this change is $_____. >pause and ensure guest accepts refund amount before processing refund<
This amount will be refunded back to the credit card you used for your original payment. Please allow 3-5 business days for the refund to appear back on your account.
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 ______________. To pick up your tickets, you must bring this number 20 minutes before your tour time to the Visitors Center’s Ticket Office Window.
Is there anything else I can help you with today?
Thank you for calling Reserve California
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