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Hotel invoice example for Technical Support

one two three ring hey excuse me for a minute before we begin i want you to please please please read the product knowledge of this mock call do not skip to the mock call without reading the product knowledge i promise you fifty percent of your success in passing your mock call test depends on your ability to comprehend the product knowledge before the mock call so please do yourself a favor and take a minute or two to read and understand this mock cost product knowledge okay so here it goes hi thank you for calling hotel california this is candice how may i help you hi candice this is steven i'd like to book for four people please and that would be for august 18th sure stephen i'd be happy to help you with that so which room do you have in mind actually i gotta tell you first that i am super busy so i haven't been able to browse through your website and i don't know i don't really know the rooms you have right now but i could give you my requirements and then you suggest the best rooms for me could we do that absolutely what do you need so there are four of us including me and we need something with a wi-fi and maybe a swimming pool got it will you four be staying in one room or separate rooms oh sorry i forgot to tell you um that would be separate because you see we're two couples so we need two rooms i see so in that case i recommend two deluxe kings each room has a king-sized bed which fits two people a wi-fi and access to a swimming pool and free lunch and breakfast all of these for two hundred dollars each and that's gonna be four hundred dollars for for two rooms how does it sound oh that is a bit too much that's a bit expensive actually do you maybe have something more affordable than that it's just not now that i think about it i remember there's a beach close to your hotel so we will probably just take a trip there and you can take out the swimming pool is that possible sure let me see your options here so if you want to take out the swimming pool and just have the wi-fi then we certainly have a room for that and that is the classic king for 125 each which is 250 for two rooms as opposed to 400 and you're still gonna get the king-size bed and the wi-fi but i have to tell you steven aside from having no swimming pool you will also only get a free breakfast instead of lunch and breakfast is that okay with you perfect perfect candice that's exactly what we need we'll be having lunch at the beach anyways so we won't be eating at the hotel so two classic king it is uh do you need my credit card number or what do you need uh for security purposes we don't really take credit card info over the phone but what i need from you instead is your email address where i can send you a link where you can securely pay and enter your card information okay cool you can send it to steven underscore 182 at gmail.com thank you how do you spell stephen by the way is that a steven with a v or a steven with a p that's with a p for pepper thank you so just to make sure let me just spell that out for you that is s for sierra t for tango e for echo p for peter h for hotel and for nancy underscore 182 at gmail.com yep that's correct okay perfect so just to recap you will be booking two classic kings for this august 18th 2020 and the total amount is 250 dollars for two rooms are all of these correct yep all correct thank you steven so after this call you should receive an email from booking at calihotel.com and that email is a secure link where you can click and enter your full name and card info i also want to remind you not to click any of the email that is not from booking calihotel.com because we only take payments through this one email all right gotcha so is there anything else that i can help you with today nope you've been very helpful candace thank you so much you're most welcome steven thank you for calling hotel california you have a great day have a great day candice bye if you want a detailed explanation of what is said during the call and the call flow from start to middle to finish check the description below because i have attached the link of the video where i included a detailed explanation of what was going on during this muck call this is especially important if you are a call center newbie this could really be a lot to take in and the explanation in the video will help you make sense of everything that goes on in the makkal so that's it if you like this video consider subscribing and liking this video bye thank you for watching