The employer wants to see if you can protect the agency's value against do-it-yourself sites, because clients routinely compare prices online before calling and the consultant must convert that inquiry.
Acknowledge the customer's concern, then compare like for like. Focus on risk reduction and after-sales support that a booking site cannot always provide.
Start by thanking the customer for doing their research, then say plainly that the online price may be real but ask what exactly it covers. Explain that you will check the fare rules, baggage allowance, seat selection, and hotel inclusions so you are comparing like for like, not just the base number. From there, walk them through the protection they get with you: a real person who handles cancellations, rebooking, and schedule changes, especially when a typhoon or a flight disruption hits, which happens often in the Philippines. Mention that airlines and hotels often give you better terms through an accredited agency, and that you can sometimes match the price or add value like free breakfast or travel insurance. Say you will also follow up after the trip if anything goes wrong, something a booking site will not do. Keep your tone warm and confident, in Taglish if the customer is comfortable with it, and end by asking if you can check the exact deal they saw so you can give them a clear comparison and a decision they feel safe making.
A common mistake is answering, 'Ay, mas mura po sa online, doon na lang kayo mag-book.' That turns away business. Instead say: I would confirm what is included in the online price, then explain our cancellation and rebooking support.
Situation
During my practicum at a travel agency, a walk-in client showed me a screenshot of a flight and hotel package from an online booking site that was about 8 percent cheaper than our quote.
Task
I had to address the price difference without simply discounting our package, because I was not authorized to change rates, and I needed to keep the client's trust.
Action
I acknowledged the lower online price and asked about the booking's inclusions. I then compared cancellation terms, rebooking support, and after-hours assistance side by side with our package. I also explained that our agency offered one contact person for any disruption and pre-departure document checks.
Result
The client realized the online option did not include the same change flexibility and booked with our agency. My supervisor said the response was calm and consultative.
Defend value with specific inclusions, not by criticizing the customer.
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