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Sample answer:
Yes, I do have a lot of experiences in handling those kinds of callers. I’ve got used to it and now
it’s just easy talking to them.

1. Working as a hotel receptionist for Classic Parc Des Expositions is your first
office job. Today is your first day at work. You’ve finally answered your last
caller who’s inquiring for reservation.

Sample answer:
Classic Parc Des Expositions, good morning this is Lovely Schultz speaking. May I help you?
Hi Miss Chui, how do you do? I’m sorry but my boss is on his out of town trip. Do you have
an appointment with him, or would you like to leave a message for him? Ma’am, so you just
want to inquire about the reservation policy? Full payment is due at the time of booking for all
reservations made within 30 days of the occupancy date; thus, a 50% deposit is required upon
booking, and a full 30 days prior to arrival payment is due in on all reservations as well. What
type of room do you prefer, so I could let you know the price? How many are you? Well, prices
are based on double occupancy for each bedroom. Children 12 and under are free of charge,
and we allow an additional occupant per unit, but at an extra charge of $20 per night for adults
above 18 while $10 extra per night for teenagers 13-18. What type of credit card are you go-
ing to use, Madam. Credit cards will be charged in Belize dollars. Exchange rates fluctuate, so
your credit card company may bill an additional charge on you. Thus, a service charge and/or a
charge for the currency exchange could also be billed to you by your local bank. Would that be
all, Ma’am? Thank you for calling Classic Parc Des Expositions and have a nice day!

2. You are working as a customer service representative in Nitrox SCUBA Div-
ing Travel Company. You have your first caller on the line:

Sample answer:
Hello, good morning! Nitrox SCUBA Diving Travel Company, this is Louise your agent for today,
what can I do for you? I’m afraid Miss Sheryl is already on the night shift, Ma’am. You could try
calling her around 10pm later this evening if you wish, or you would like to leave her a message.
Oh, is that so Mr. Leslie Go, in that case you are just inquiring about our Endless Summer Diving
Package, right? Sir, I can help you out with that. It’s worth $1149 per diver plus Tax, a 7-Night
Package that includes: Roundtrip Airfare from Houston or Miami on Taca Ocean Front, airport
transfers, an air conditioned hotel accommodation at CoCo View Resort at Roatan Honduras, a
complimentary welcome cocktail party, 3 full meals daily: breakfasts to order, full lunch, dinner
buffets with salad bar and choice of entrée. It also includes a picnic, BBQ and entertainment
party during private days, 2 dive trips daily, up to 4 boat tanks/day only at the islands, a 24 hour
a day unlimited beach diving on barrier reef walls, at the wreck of the Prince Albert, and night
diving is allowed, plus a Nitrox Bonus for clients paying in full. How do find it Sir? Would you
like to make the reservation now? What’s your credit card number anyway? Ok, we’ll just wait
for your visit here on the 26th of August. Yes, I’ll be sending Miss Sheryl your regards. I’m glad to
close a deal with you Sir. Again, this is Louise. Thank you very much and enjoy your weekend!

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