Practice by profession
Practise travel agent calls from first enquiry to a confident booking
Holiday enquiries are emotional, personal and rarely as simple as "somewhere sunny". Practise listening for the real brief and guiding a decision with an AI client.
Who this is for
You sell holidays, tours, flights or business travel by phone, to people who are also searching online. Customers want advice, reassurance and someone to sort out problems. Peak booking periods and school holidays shape the volume and the urgency.
The five hardest moments in the call
In the order they usually appear. Find the one where you tend to lose the customer.
- Opening a vague enquiry. "Somewhere warm in summer" is a start, not a brief. Ask open questions about who is travelling and what a perfect trip would feel like.
- Learning the real constraints. Budget, dates, mobility, children and past trips all matter. Ask gently, one question at a time, so it feels like a conversation, not a form.
- Presenting two or three options. Too many choices overwhelm. Offer a few, explain why each fits what they said, and ask which feels closest.
- Responding to "I found it cheaper online". Compare what is included, such as protection, transfers and support. Be honest where the online option is genuinely the same.
- Moving from interest to booking. Hesitation is normal for a big purchase. Ask what they need to feel sure, answer it, and explain the next step and any deadlines honestly.
Three objections and strong answers
Example wording to adapt. Use your own words and the facts of the conversation.
- The customer says: I found the same holiday cheaper online.
- A strong answer: It is worth checking. Could you read me what it includes, such as flights, transfers and baggage? Then we can compare like for like. If it is genuinely the same, I will say so, and if not I will point out the differences.
- The customer says: We need to think about it and talk to the family.
- A strong answer: Of course, it is a big decision. What do you think each person will want to know? I can put the details in an email now and ring you in a couple of days, if that would help, and tell you when prices might change.
- The customer says: I am worried something will go wrong while we are away.
- A strong answer: That is a sensible thing to think about. Let me explain what support we provide before and during the trip, and what is in the booking terms, so you know who to contact. Which part worries you most?
A 30-second opener
Replace the [placeholders], then say it out loud. It should take about thirty seconds.
Hello [name], it is [your name] from [agency]. Thank you for getting in touch about your trip. Before I suggest anything, I would love to hear a bit about it. Who is going, roughly when, and what would make it feel like a really good holiday for you? Once I know that, I will give you two or three options to react to.
A five-minute practice drill
Do this out loud, not in your head.
Set-up: Ask for an AI client who wants a family holiday, is unsure of the destination and has seen something cheaper online.
Steps:
- Ask open questions about who is going and what a good trip feels like.
- Offer two or three options and explain why each fits.
- Compare the online price like for like, then ask what they need to decide.
How to tell it worked: The client described their ideal trip in their own words and you did not offer more than three options.
Educational conversation training. It is not legal, financial or medical advice and it promises no results. Always follow your company’s rules and the applicable regulations.
Practise this call out loud
Talk to an AI client who plays your customer and read in the report which sentence helped and which to say differently.
Questions about this role
How do I handle customers who browse online first?
Ask the AI client to arrive with a printout or a price from a website. Practise welcoming it, comparing what is included and being honest where it matches. The feedback looks at whether you stayed helpful instead of defensive.
Can I rehearse a business travel call?
Yes. A business traveller or PA wants speed, flexibility and clear change terms rather than a dream destination. Ask for that client and practise confirming details precisely and explaining fares and changes in plain words.
How do I practise calming a worried customer?
Set the AI client up as a nervous first-time traveller who keeps asking "what if". Rehearse acknowledging the worry, explaining support clearly and pointing to the written terms, without brushing the concern aside.