Thank you for Calling [BRAND NAME].

How may I help you (Today)?

Of course, if i can ask you a few questions to transfer you to the right agent?

Is this number that you are calling us from the best number to reach you back on

May I get a First and Last name plz?

May I get the pickup date for this event plz?

Thank you for this information.

We’re now part of the CharterUP network and all of our reservations are
managed by their agents. If you stay with me for just a moment, I’ll transfer you
to the next available agent.

¡Have yourself a wonderful day!

Types of Buses:

* MotorCoach,Charter Bus/ Tour Bus: large buses with capacity of 55 passengers

* Coach Bus: Large buses with capacity of 56 PAX. Some of them may include a
restroom

*Mini Bus: multiple sizes offered: 35, 25, 15 passengers

* Sprinter: Fords or Mercedes vans. 12-14 passengers

* Party Bus/Limousines: 12-15 passengers

* School/yellow Bus: 25-30pax

*Sleeper Bus
* Entertainment Bus
* ADA Bus: Wheelchair bus with either ramp or lift (Coach/Mini/School)

Spanish pitch Spanish:

Thank you for Calling (BRAND NAME).
How may I help you today?/¿Cómo le puedo asistir?

Puedo hacerle algunas preguntas para poder transferirlo al agente adecuado?

Solo para asegurarme. ¿Usted busca un autobús con conductor o sin conductor?
En caso de que nos desconectemos, ¿sería este número el adecuado para
regresar esta llamada?
¿Me puede dar su nombre y apellido?
Gracias por su información
Tenemos un par de agentes que hablan español.
PITCH
Ahora somos parte de la red de CharterUP y todas nuestras cotizaciones y
reservaciones son manejadas por sus agentes. Por favor, permanezca conmigo en la
línea mientras le transfiero al siguiente agente disponible.
Que tenga un buen dia

When they ask for you to give them a quote instead of charter up Team:
In order to provide you with a Quote, I may need to connect you with our sales
agent. Can I ask you some basic info to transfer you to their team?

when they ask if we are a broker: always no,

we do the actual physical bus work
1`2
our agents might be busy assisting other callers at this time" If i can take your
basic information and ill try transfering once again if all fails tell them you
will have an agent call you back

Dont mention charter up network if the caller is a spammer

Call Back if answered

• Hi, this is Mike with <BRAND NAME>. We had a missed call from this number and we
were just giving you a call back.
• We are a charter bus company, were you trying to charter a bus?
• If so, Use Script
-----------------------------------------------------
CHARTER SALE REPS:
Anton Matulic,Brandon Fagan,Edward Munk,Evan Downton,Joshua Fowler,Kieth
Bohanon,Naz Ottman, Paul McGovern(spanish speaker),Po-Ying Wu, Sarah Nelson,Tyler
Hammerand,Walker Bright,Winzer Clairzie,Customer Success:Ninma,Aaro,Evan,Joe
Maas,Keith,Loki Aguilera,SaeminYoon,Sarah,Winzer

Response: <Name of person> must be a part of the charterup team. Let me get some
basic information from you so I can transfer you to their team. Any member of the
CharterUP team will be able to help you with your quote or reservation.
• Use Script
• Transfer to “Reservations” queue
Sales calls asking for sales Halal, Armir, Tony, Fariq
where caller is trying to sell product or service to [Brand]
• If they ask for the names above , it’s a Sales call and follow
the procedure for Sales Calls (Spam)

Sales Calls: caller is attempting to sell some sort of service or product.

Liten to them and identify that they are a sales call... Be polite and say that at
the moment you have no one to transfer them to.

{JOB Inquiries:Be polite and tell them that at the moment they are not hiring.

If they insist "When we have openings, we will post ther job in career section of
our website"
IF they ask what is the website: say unfortunately you were not provided with one}

[bus companies call to charter a bus: we take information and we pause for a little
to tell them we dont have availability(all busses are booked)

calling for mechanic or dumping:(Sorry at the moment we dont have anyone on the
facility to do that)]

Missed Calls
▪ If Answered::
Hi, this is TRAVIS with <BRAND NAME>. We had a missed call from this number and
we were just giving you a call back, We are a charter bus company, were you trying
to charter a bus?
• If so, Use Script
▪ If Not Answered
Leave a VM
Hi, this is TRAVIS with <BRAND NAME>. We missed a call from this number and we are
calling back.
• If you are inquiring about a charter bus service, you can call us back to the
same number.

▪ IF Sales/Spam
*As soon as you recognize the recording is a Sales Call, hang up the phone

Specially for Spanish speaking clients, always ask if they are looking for
individual tickets or to charter the whole bus.
-----------------------------------------------------
• Common Questions by Client
◦ Is this a charter bus company?
▪ Yes
◦ Are you the operator/[brand]?
▪ Yes, we are the operator/brand
◦ Are you and CharterUP the same company?
▪ No, we are not. This is [brand]
◦ What is CharterUP then?
▪ CharterUP is a network that manages our quotes and reservations.
▪ CharterUP is a marketplace for bus companies in the area. If you
would like to get more information, would you like me to connect you to a CharterUP
agent to further explain this to you?
CharterUP manages all of our quotes and reservations. We own and operate
the buses and execute the actual physical bus work.
◦ What is your DOT (department of transportation) number?
▪ Once i transfer you to an agent, they can provide you that
information
◦ Do you have an insurance that covers $100M damage/collision?
▪ Yes
◦ Do you charter individual seats or the entire bus?
▪ Only the entire bus
◦ Do you offer “Hourly”, “Daily”, “Deadhead”, “Shuttle service”?
▪ Yes
◦ Do you have “Coach Buses”, “Mini Bus”, Sprinter”, “School Bus” vehicles?
▪ Yes
◦ Do you offer ADA buses?
▪ Yes
◦ Do you own buses?
▪ Yes
◦ Are you a Broker or a 3rd party?
▪ No
◦ WIFI on your buses
▪ Yes for most of our buses. You would need to talk to a agent to
confirm
◦ Bathroom on your buses
▪ Coach buses have a bathroom
◦ Do you travel to every state?
▪ Yes, our vehicles operate nationwide and can go to any state
◦ Do you travel to Canada or Mexico?
▪ USA to USA? Yes
▪ USA to Canada/Mexico? Yes
▪ Canada to Canada? Yes
▪ Canada to the USA? Yes
▪ Mexico to the USA? Yes. Super rare and limited
▪ Mexico to Mexico? NO
◦ If there is something you don’t know or need clarification on:
 ▪ Ask Tim/Alonso via slack
◦ Are you located in “City Name” City?
▪ Yes, we are local in the “City Name”
◦ Are you GSA (General Services Administration, which is a procurement
department for the US government) approved?
▪ Yes, we have the certification
◦ Do your buses have seatbelts ?
▪ We have some buses that do have seatbelts
◦ Do you allow alcohol on the bus?
▪ Yes but mention that Sales Agent is able to assist further with the
question
◦ Does the price include gratuity or lodging for the driver?
▪ No. Also, drivers requires a room in at least a 2-star hotel
◦ Do you offer tour buses/tour service
▪ Yes
◦ I need a bus at the last minute. Do you have one available?
▪ I do show availability but it’s limited... Transition to SCRIPT

questions for drivers?

we have a pool of certified drivers that rotate regulaly basis