QA Team Calibration - May 10th

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You can justify dead air by explaining what you are doing.

You MUST use the customers name at the very beginning of the call at all times.

Handling an objection is all about urgency and making the caller aware of the consequences if they do not take a specific product.

An open-ended question is any type of question that will get more information from a passenger that will help you with confirming a sale

Verifying if a caller needs anything else at the end of the call is a good way of preventing a call back.