Clients frequently compare agency quotes with online booking sites, so the employer wants a consultant who can sell value, handle price objections calmly, and not damage the brand by insulting competitors.
Stay composed, ask a diagnostic question about inclusions, compare like for like, and offer a small adjustment or follow-up. Show that you can hold a consultative conversation rather than immediately cutting the price.
Start by acknowledging the price difference openly, because dismissing it makes you sound evasive and pushes the client further toward the online site. Say plainly that you understand the appeal of saving money, then pivot to what the quoted price actually covers. Ask the client to walk you through the inclusions on the online listing, and explain that your agency's package may already bundle things like airport transfers, daily breakfast, or a licensed tour guide, which the online base rate often excludes. Walk them through the math out loud, showing that once those add-ons are purchased separately, your price is likely equal or better. Then shift to the service layer that a website cannot offer, such as a local contact person who can rebook a flight or adjust a tour if a typhoon disrupts plans, or someone who can handle a DOLE-mandated refund if the trip is cancelled. Offer a small concession, like a free airport pickup or a meal credit, to show flexibility without slashing the price. Close by asking if they would like you to hold the slot for twenty-four hours, which keeps the conversation moving toward a decision.
Avoid saying, 'Eh sa online po, baka scam yan or hidden charges po yan.' That can sound defensive and unprofessional. Say, 'That is a fair comparison. May I check whether transfers and breakfast are already included in the screenshot? I want to make sure we are comparing the same items.'
Situation
In this role-play, I am seated with a client who shows me a screenshot of a similar Cebu tour package from an online booking site and asks why the agency price is higher.
Task
I need to keep the conversation respectful, avoid criticising the online site, and give the client a clear reason to book with us now.
Action
I would first acknowledge the client's concern and ask which inclusions are shown on the screenshot, such as hotel breakfast, transfers, or travel insurance. Then I would place our printed itinerary beside it and point out the items that are already included in our package but may be optional or separately charged online. I would offer to match the value by checking if a non-peak date or a similar hotel in the same area could bring the price closer. I would also mention that if anything changes before departure, the client can call our office directly instead of dealing with an automated chat or waiting on hold.
Result
The goal is not to force the booking but to reduce the client's anxiety about being overcharged. By the end of the role-play, the client can see that the agency package includes transfers and a local coordinator, while the online price may require separate taxi bookings. If the client still wants to compare, I would ask permission to follow up by phone the next day.
Do not compete only on the lowest price; make the total trip value and direct support visible.
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