What is the maximum number of minutes it should take to reply to an e-customer so our chance of conversion is doubled!
100
24/7 Customer Assist Line
What is a benefit of booking with Flight Centre?
100
2
What is the number of options you should offer your customers?
100
Using a name and showing enthusiasm for the destination.
What is some examples of building a connection?
100
1981
What is the year Skroo established Flight Centre in Australia?
200
10,000
What is the number of e-customer enquiries we receive in a month in WA?
200
"I've been to Bali a few times so once everything is booked in Sarah I would love to give you some tips on great places to eat with kids"
What is a benefit of booking with you?
200
Hotels, carhire, day tours, stopovers.
What land options we should include/talk about in our e-customer responses?
200
"I can hold all this in for you today with a deposit of $200 per person."
What is working towards an outcome?
200
Mike Friend
What is the name of our new Nation Leader?
300
8 hours
What is average amount of time a customer spends googling when planning a holiday?
300
To set us apart from the internet.
Why is it important to highlight the benefits of booking with FC and you?
300
"If you are happy with what I have put together for you all I need is your names as per Passports and dates of birth to get all this locked away for you"
What is an assumptive statement about booking?
300
Emotion
What makes people want to buy?
300
New York, London, Cape Town, Sydney, Toronto
What are some of the places we have Flight Centre stores?
400
30 minutes
What is the amount of time an enquiry stays in our Area queue?
400
We won't be beaten on price which means you'll always get the best deal possible.
What is our pricebeat guarantee? (and a benefit of booking with Flight Centre)
400
"If I haven't heard back from you by close of business tomorrow I will give you a call to follow-up."
What is a precise follow-up plan?
400
Two way conversation
What is the difference between booking with us as opposed to booking on the net?
500
20%
What is the percentage that Webjet & Expedia have grown their marketshare in the last year?
500
Seats, meals, visas & Passport check
What is a benefit of booking with a travel agent?
500
65%
What is the minimum score you need to get when SWOT is scoring your online responses?
500
"Thankyou for giving me the opportunity to put this all together for you. I am looking forward to taking care of everything so you can just focus on having a great holiday!"
What is the way you show your customers you care/value them?
500
33
How many brands does Flight Centre Travel Group consist of?