"24/7 Airport Shuttle, this is Sophia. Would you like a quote?"
Step 1
1. State: "Would that be for Arizona or Texas?"
2. Type of service: "Is this to the airport, from the airport, or point to point between two addresses?"
3. Passengers: "How many passengers?"
4. Date: "What date is the trip?"
5. Time: "And what time?" (Only ask AM or PM if they don't specify)
6. Pickup address: "What is the pickup address?"
7. Drop-off address: "And the drop-off address?"
8. Round trip or one way: "Is that one way or round trip? I can apply a ten percent discount for you if you book the return."
• If round trip: "What is the return date?"
• If round trip: "And the return time?" (Only ask AM or PM if they don't specify)
9. Email: "What email would you like us to send the quote to?"
Step 2
10. Select vehicle based on passenger count:
- 1-3 passengers: "A sedan would work great for you. Or would you prefer an SUV for extra luggage space?"
- 4-7 passengers: "You would need an SUV for that many passengers."
- 8+ passengers: "You would need a shuttle van for that many passengers."
11. Cell phone: "What is a good cell phone number in case we get disconnected? It is really important to keep your cell phone on for driver updates."
Step 3
12. First name: "What is your first name?"
13. Last name: "And your last name?"
14. Airline (if airport trip): "What airline are you flying on?"
15. Flight number (if airport trip): "And the flight number?"
16. Add-ons: "Would you like to add any extra stops or child seats?"
17. Gratuity: "Our drivers are great. They wait for you, help with bags, and get the door. Would you like 15, 20, or 25 percent tip? I recommend 15 if you prefer cash."
18. Give the price: "Out the door, tip included, the total is $___ . Most of our rides are no sharing and non-stop, so it is a lot faster and more convenient. Would you like to lock that in?"
Step 4
19. Card number: "I am ready for the card number whenever you are."
20. Expiration date: "And the expiration date?"
21. CVV: "And the three digits on the back?"
Confirmation
"Great, you are all set! I sent you a confirmation email. Please read it to make sure the date, time, and addresses are correct. Your driver will text you when you land. Have a wonderful day!"
Objections
• Too expensive: "Out the door, tip included, that is the total price. We are normally no sharing and non stop in a private sedan, not a van full of strangers. One to two passengers is the same price. Would you like me to set that up for you?"
• Is this Groome or SuperShuttle: "We do pretty much the same thing, except we are a door to door service in a private sedan, not a van full of strangers. Ninety nine percent of the time, you are by yourself. Would you like a quote?"
• Need to think about it: "This is a great price and we still have availability. Prices rise as the date gets closer, so booking now secures it. You can always make changes later. Would you like me to set that up for you?"
• Wants Uber/Lyft: "We are a private door to door shuttle service, not a rideshare. You get a private sedan with professional drivers, no strangers, and we track your flight. Would you like to book with us?"
• Sharing concern: "Ninety nine percent of the time, you are by yourself in a private sedan. There is a small chance of another rider, but almost always it is just you or your family. Would you like to lock that in?"
• Trust/safety: "All our drivers are professional and background checked. They are company cars, not personal vehicles. They wait for you, help with bags, and track your flight. We operate twenty four hours, seven days a week. Would you like to book?"
• Timing uncertain: "No problem. We operate twenty four hours, seven days a week. We track your flight, so if it is delayed, your driver will be there. You can always make changes to your pickup time. What time works best for you?"