1. Tip Further instruction Key to quality Step not always applicable Time (sec)Step InstructionIllustrations / Quote Comments Page 1 Key:- 1. Listen and collect data Answer phone under SLA guidelines Customer expresses an interest in hiring a car Listen to what the customer’s requirements are Ask the customer the following: ?Holiday booking details ?Reservation number ?Lead name ?Name of the hotel ?Room number ?Which day would you like the car hire to start from? ?For how many days would you like the car hire for? ?Car category ?Insurance cover ?Extras needed.. e.g. GPS, baby seat ?Contact details of the customer Find details in system and reconfirm with customer 3 mins Department: Connected Service Owner: Connected Service Time: 21 Minutes SOP type: Car Hire booking System: Not Applicable Date of last revision and version number: 2. Inform Transfer Department Find car hire company and prices on NanoRep for the resort the customer is staying in and advise To find this information type (Destination) - Car Hire – (Car Hire Supplier if known (Resort) Advise customer about the delivery and collection of the car Ask the customer if it is the first time in the holiday destination and if they would like to have some tips where to go If customer would like to book go to step 3 If customer does not want to book offer an excursion, go to SOP excursion sales SLA Answered in three rings With a positive can do-attitude Hello welcome to the Connected Service You are speaking with… “Let me recap …” Always use customer’s name To reduce the amount of phone calls between yourself the customer and the supplier - ask the question “if the car is available I will confirm the booking for you and send you the confirmation details” 5 mins Don’t forget to ask the customer to stay on the line and answer the 3 survey questions at the end of the call. If customer would like to book child car seat / booster chair make sure you ask how old the child is Remember some destinations have many car hire suppliers and so you may have to read through different answers until it is clear what car hire to book for the specific source market

2. TipFurther instructionKey to qualityStep not always applicable Time (sec)Step InstructionIllustrations / Quote Comments Page 2 Key:- 3. Enquire with supplier Call supplier to check availability Is the car available? If yes follow the below: Confirm what time the car will be delivered to hotel Reconfirm price and insurance included If the price is very different to originally discussed with customer – call customer back to reconfirm If no availability call the customer back and inform, suggest booking an excursion instead 5 mins Department: Connected Service Owner: Connected Service Time: 21 Minutes SOP type: Car Hire Booking System: Not Applicable Date of last revision and version number: 4. Confirm booking with supplier Book car hire Inform car hire agent of Connected Service’s booking number Confirm all customer’s details Ask car hire supplier if there are any special offers or if the customer can receive a free upgrade Always advise the customer by telephone if car hire is not available “How would you like to receive your car hire confirmation ” Email / Efax confirmation of booking to customer Complete sales tracker Inform resort about sale if hotel is repped Include some driving routes and places of interest in the booking confirmation. Also include ticket only attractions and advise customer to contact the Connected Service to book these. 5 mins Be realistic when advising when the confirmation of the booking/update will be sent – remember siesta times for some suppliers 5. Send confirmation to customer and complete logs “I will email the hotel with all the relevant information for your attention” “The car hire office will be closed until 5pm so please check with your reception at 6pm for email confirmation of your reservation” 3 mins