Roger Dooley · Jul 22, 2024 ยท 3:07 PM
Outbound · 05:22 · Planner: Rachael Taylor · +15128529491
“I figured you guys were big and you know that if anybody had a discount, you would.”
Follow up within 24 hours with confirmation of whether Regent approved the price match. If approved, send a comparison breakdown showing the matched price plus the $1,400 Pavlus discount (total savings vs. competitor), and provide clear cancellation instructions for the competitor hold so the customer can rebookimmediately with cabin 934 secured.
Full analysis
What happened
Roger called back after previously discussing a Regent cruise. He had placed a temporary hold with another agency when he learned they offered a lower price ($15,406.52 for category D, cabin 934). Rachel confirmed she contacted Regent directly, explained the competitive pricing, and secured a price-match agreement pending Regent's internal approval within one day. The customer expressed relief that Pavlus might also provide an additional $1,400 cash-back discount on top. Roger acknowledged his panic-driven booking with the competitor but indicated he would cancel if Pavlus matched or beat the price. The call ended with Rachel agreeing to follow up once she hears from Regent, leaving the decision to switch back to the customer.
Emotional read
Customer started anxious and slightly defensive about booking elsewhere out of fear of losing availability. Warmed noticeably after the agent explained the price-match effort and Pavlus discount potential. Ended the call appreciative and relieved, apologizing for the 'panic' decision to book with a competitor.
Emotional arc through the call
Customer moved from anxious and apologetic about the competitor booking to calmer and appreciative after Rachel explained the price-match strategy and Pavlus discount opportunity.
How customer sees Pavlus
- positive · called Pavlus 'big' and assumed they would have access to best discounts available: 'I figured you guys were big and you know that if anybody had a discount you would'
- positive · expressed appreciation for agent's effort to contact Regent directly and negotiate: thanked Rachel by name at end of call
- neutral · felt bad for booking elsewhere but prioritized securing the cabin: 'I feel bad for you guys but I pan, I didn't want to lose it'
Value perception
Customer believes Pavlus has negotiating leverage and access to promotional rates others may not have due to agency size. Sees additional value in Pavlus's cash-back discount ($1,400) on top of price matching, which could make rebooking worthwhile despite the friction of switching.
Customer behaviors
panic-booking with competitor to lock in cabin availabilitycomparison-shopping across multiple agencies for same cruisenegotiating for price match plus additional agency discountdeferring final booking decision pending price confirmationready to switch agencies if terms improve
Topics & signals
| Topics | price matchingcabin category selectiondiscount negotiationhold vs bookingmulti-agency comparison |
|---|---|
| Cruise lines | Regent |
| Buying signals | already placed temporary hold on competing agency bookingspecified cabin category D and room number 934confirmed specific pricing figure of $15,406.52willing to switch if Pavlus matches price and adds Pavlus discount |
| Objections | concerned about losing cabin availability if not booked immediatelyskeptical Pavlus could match competitor's promotional rate initially |
Analyzed 2026-05-25 20:30:13 by claude-haiku-4-5-20251001. Confidence 0.78.
Transcript (4,691 chars)
Customer: Oh, calls to this number are being screen by smart call blocker. Please say your name after the tone then press pound. Agent (Rachael Taylor): Rachel Taylor with pads travel. Customer: Please wait a moment while your call is connected. Customer: Hello. Agent (Rachael Taylor): Hi, this is Rachel with pales travel. Customer: Yes. Agent (Rachael Taylor): Hi, okay, so, I called regent and explain the situation to her and I did not say the name of the other agency. I just told her that the other agency was offering the same cruise for that price, so she dug a little bit and sure enough, I guess there were some promotional rates that were sent out to a couple of agencies, and so they could offer it at that price. So, I asked her if they could honor that price for us. So we put together a booking and she's gonna try to honor that price for you and she's gonna let me know within a day if they can knock it down to that price for you. So I have the reservation on hold and then they're gonna see if they can price match that for us. Customer: You know what? I did, I put it on hold with the other person cause I was afraid it was gonna Lea, it was gonna go away. So I did, so I did put it on a hold, a temporary hold I mean you know a book. Agent (Rachael Taylor): So do you want me to cancel? Agent (Rachael Taylor): Okay. And that was with a with a G. or H. category. Customer: A D. wait, what would we want with the, we went higher on the concierge. Agent (Rachael Taylor): Oh, a. D. Agent (Rachael Taylor): Okay. And so what was the price of the D. category? Customer: For 215406. Agent (Rachael Taylor): Yeah. Customer: We pick the room. Agent (Rachael Taylor): So do you want me to continue on with this and try to get it or you? Customer: Probably not because and yeah, I've already done it well, a temporary. I feel bad for you guys but I pan, I didn't want to lose it. Customer: At that, but no. Agent (Rachael Taylor): Okay. Well, did you already put a deposit down with them? Okay. You can probably cancel on their end if you because so if we're able to honor that price then you also get the Padlet discount on top of that. Customer: No. Customer: Right. Agent (Rachael Taylor): So, it's completely up to you how, however you'd like to proceed forward. Customer: I know, oh. Agent (Rachael Taylor): When do you have to make a deposit with them? Customer: I don't know, didn't even get that far. Agent (Rachael Taylor): Okay. Customer: But. Agent (Rachael Taylor): Let's see. Okay, well, how about this, I will, once I hear back from them and see if they can honor that price. Then then I'll just let you know and if you can cancel with them and you can come over with us, so you can get the discount or you can stay with them, it's completely up to you. Customer: Okay. Alright. And the Pavlis discount would be according to the price or we don't know. Agent (Rachael Taylor): Hold on, let me tell you what the discount would be. One moment here. Let's see. Agent (Rachael Taylor): So we said it was 15406552. Customer: 7703. Agent (Rachael Taylor): So, it's about, it's about $1,400 in a cash back check that you would get from us. Customer: Okay. Agent (Rachael Taylor): So, like I said, I'll just wait to hear back from them if they can honor the price, I'll move it into the D. category and then I'll let you know and if you want to just cancel with them and you want to come with us, that's great. If you want to just stay with them that's fine too and we'll just, I'll cancel it on my end. Customer: Okay. Customer: Right. Customer: Do they let you like if we have a particular cabin, you know, and I cancel it and have you rebook it the same, I mean, it's not booked yet, it's temporarily held. Do they allow that? Agent (Rachael Taylor): Do you have, do you have a room already? But what's the room number? Customer: Yes. Customer: 9:34. Agent (Rachael Taylor): 934 yeah, so, I mean, it would have to be canceled on their end for us to be able to grab that room. Yeah. Customer: Cancel. Customer: Okay. Customer: Sorry I would I panic. Agent (Rachael Taylor): That's okay. That's okay. I mean, it's kind of a strange, strange situation you know that they would offer that to one agency but not another. So I'm not, she didn't really, couldn't really explain why but yeah, okay. Customer: Right, and that's why I figured you guys were, were big and you know, that if anybody had a discount, you would and I was surprised, which, which is why I called you but, alright, thank you, Rachel. Okay, okay, okay, bye. Agent (Rachael Taylor): Yeah, mm-hmm. Agent (Rachael Taylor): Yeah. Oh, okay, well, I'll let you know what they say. You're welcome, okay? Bye-bye.