Richard Kaban · Jan 3, 2024 · 11:25 PM
Outbound · 02:26 · Planner: Susan Bender · +19177713461
“I'm gonna think about it. I have the information that we looked at... let me take it over and look at the numbers again”
Send Richard a side-by-side comparison document clarifying which 2024 brochure promotions apply to his specific itinerary, and confirm current room availability and exact all-in pricing with and without the $999 airfare per person. Follow up Monday or later in the week when he has reviewed the numbers.
Full analysis
What happened
Susan called Richard to inform him that the cruise line is not offering complimentary airfare on the specific itinerary he was considering, despite the brochure stating otherwise. Richard noted the discrepancy—his brochure lists the promotion for an 8-day cruise—and questioned whether the promotion is only valid for 2024 bookings. Susan quoted $999 per person airfare from New York as an alternative. Richard decided to review the numbers and room availability before deciding whether to proceed with a deposit, and asked about Susan's availability to follow up.
Emotional read
Richard remained calm and pragmatic throughout, though mildly frustrated by the discrepancy between the printed brochure promotion and what the cruise line actually offers. He was businesslike and analytical, focusing on numbers rather than expressing enthusiasm. No anxiety or urgency detected.
Emotional arc through the call
Richard started mildly puzzled by the airfare discrepancy, remained measured throughout, and ended in a deliberative posture—willing to continue but not yet sold.
How customer sees Pavlus
- neutral · Richard asked if Susan works Monday through Friday and seemed accepting of her scheduling; no criticism of Pavlus processes or service quality surfaced
Process friction
- brochure promotion language appears to differ from what cruise line is currently offering, creating customer confusion
Value perception
Not explicitly stated. Richard did not comment on Pavlus's value relative to booking direct or through competitors.
Customer behaviors
analyzing discrepancy between marketing materials and actual offerdeferring booking decision pending detailed pricing reviewcomparison-shopping based on total cost including airfareplanning to call back after re-evaluating numbers
Topics & signals
| Topics | complimentary airfare availabilitycruise itinerary selectionpricing and depositsbrochure discrepancies |
|---|---|
| Destinations | EuropeNew York |
| Cruise lines | Provus |
| Objections | conflicting information between brochure and what airline actually offersuncertain whether to book given airfare add-on cost of $999 per personneeds to review pricing and room availability before committing |
Analyzed 2026-05-27 04:32:35 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (2,502 chars)
Agent (Susan Bender): Hi Richard, it's Susan. Sorry, sorry to call you so soon to bug you so soon but I wanted to let you know. I just spoke with biking I can't get the free air on this itinerary. They said they're not offering it on this itinerary. They are offering it on the European soldier and I think the $1,000 there's couple of itineraries that they're longer, longer cruises but not on this one, not on this one. Customer: Yeah, hi, Susan. Customer: Oh. Customer: Oh, I see. That's weird because like we own Provus eight days in they're offering that brochure too. Okay. Agent (Susan Bender): Well, I'm sorry but that's what they told me this. Customer: I know. I know. I understand. Customer: And maybe that's speaking, you know what? That's because I'm looking at the bross for now. In other words that you have to book is a. For 2024 it that it says right on the brochure that I have which is year end sale international air but it's, it doesn't say going forward that okay, I don't know maybe we should, I don't know if I should book that, I'm not sure because now I have to, I have to consider what the af to as well. Agent (Susan Bender): Yeah. Agent (Susan Bender): Uh-huh. Agent (Susan Bender): So I didn't know if he's you still wanna pay your deposit or not. Agent (Susan Bender): The airfare I can tell you what that is. That is $999 per person from New York. Customer: Yeah, there's $1,000 yeah, you know, I, I'm gonna think about it. I have the information that we looked at I think there's a couple of rooms probably still left. You know, I don't think it when you look. So, let me, let me take it over and look at the numbers again and then we'll see. I'll get back to you. Are you in only Monday through Friday now? Is that, you do work? Okay, okay, alright, I mean, that's enough date for you to be working. I'm not saying you wish, should work Saturday actually. Agent (Susan Bender): Okay. Agent (Susan Bender): Yeah. Agent (Susan Bender): Sure, let me know. Agent (Susan Bender): Yes, Monday through Friday. Alright, thank you. Agent (Susan Bender): Thank you, Richard. Customer: No, sometimes you work on Saturday when you take-off Tuesdays or something, what? Agent (Susan Bender): Yeah. Yeah, yeah, yeah. Sometimes I do day trades with people if I need a day off during the week, you know whatever. Customer: Yeah, yeah, alright, I'll get back to you thanks, bye-bye. Agent (Susan Bender): Okay, sounds good. Thank you, Richard. Uh-huh bye-bye. Customer: Thank you, bye.