Kevin Rose · Jun 25, 2026 · 5:37 PM
Inbound · 07:37 · Planner: Pam Chavez · +17752246283
“Yeah, if you wanna just put a deposit down on that and we'll get that squared away.”
Confirm deposit amount and payment timing for the October Viking River tour, then follow up in early December to discuss and lock in first-class airfare options through Iceland and finalize Africa safari visa/tour-director guidance before booking.
Full analysis
What happened
Kevin called to finalize a Viking River tour booking for October (14–15 months out) that his wife has been planning. Early in the call, he agreed to add trip insurance and discussed Pavlus's new price guarantee. Kevin then researched Oceana cruise lines as a possible alternative for a Vancouver-to-Tokyo positioning cruise that would sync with his Viking itinerary. Pam shared her personal experience on Oceana ships and addressed his concern about expensive excursions. Kevin expressed interest in exploring first-class airfare options through Iceland but deferred those details to December when booking is closer. He also asked Pam to check with her sisters for Africa safari tips (a separate trip the family is planning). At the end, Kevin explicitly asked Pam to 'put a deposit down' on the tour, and both parties confirmed next steps: Pam will verify visa requirements for Africa and provide recommendations.
Emotional read
Kevin is confident, enthusiastic, and talkative—he volunteers details freely and engages deeply in research (browsing website during call). He is knowledgeable about cruises and somewhat deferential to Pam's expertise on specific lines. His tone shifts to slightly frustrated when discussing airline food quality on a prior Viking flight, but this doesn't dampen his overall positive mood or willingness to proceed.
Emotional arc through the call
Kevin remained upbeat and engaged throughout; no significant shift. He moved seamlessly from researching new information to committing to the deposit without hesitation or anxiety.
How customer sees Pavlus
- positive · praised Pavlus's new price guarantee: 'I never knew you did that but I know you guys got a good prices'
- positive · approved of redesigned website: 'before the emails were kind of crappy... I can do this stuff a lot better here'
- positive · confirmed Pavlus books many Oceana cruises: 'We book a ton of them'
- positive · valued Pam's personal ship experience: Pam mentioned 'I've actually been on one of their ships just to look at the ships'
Value perception
Kevin implied confidence in Pavlus's pricing and process when he mentioned the price guarantee and browsed their new website 'because I can do this stuff a lot better here.' He values Pam's first-hand experience on Oceana ships and willingness to check with colleagues for recommendations, suggesting he sees Pavlus as a trusted advisor rather than merely transactional.
Customer behaviors
actively researching cruise lines and comparing options on website during callleveraging agent expertise to validate his own research and concernsdeferring airfare details to a later date (December) despite immediate interestplanning multi-trip itinerary (Viking river tour + Oceana positioning + Africa safari) across 14+ monthsrequesting referrals and insider tips from agent's personal networkready to commit and asking agent to process deposit
Closing technique
Attempt: soft Outcome: deferred_commitment Payment: discussed
Close language used:
- “Yeah, if you wanna just put a deposit down on that and we'll get that squared away.”
Signals the agent didn't act on:
- customer said 'put a deposit down' (clear commitment) but agent never confirmed deposit amount, due date, or payment method in the call
Topics & signals
| Topics | Viking River cruisesOceana cruise lines comparisonVancouver to Tokyo positioning cruiseIceland stopover air travelAfrica safari tour planningFirst-class airfare optionsTrip insurancePrice guarantees |
|---|---|
| Destinations | VancouverTokyoIcelandAfricaPortland |
| Cruise lines | VikingViking River CruisesOceanaANA |
| Buying signals | agreed to add trip insurance to the booking without hesitationasked Pam to put deposit down on the tour, indicating readiness to commitmentioned specific October travel dates and existing family travel plansrequested follow-up information on Africa safari to finalize that trip component |
| Objections | uncertain whether to switch from familiar Viking to Oceana for positioning cruisehesitant about 25-day transatlantic crossing when flying may be simplerconcerned about Oceana's expensive excursion pricing compared to Vikingwife wants first-class air for kids; worried about timing and cost of booking now |
Analyzed 2026-06-26 11:01:05 by claude-haiku-4-5-20251001. Confidence 0.72.
Transcript (9,480 chars)
Agent (Pam Chavez): Hi Kevin. Agent (Pam Chavez): I'm doing okay, thank you. How are you? Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Yeah. Do you want the insurance first off? Customer: Yeah, explain that to me. It means you can cancel it with no questions, is that what it is? Agent (Pam Chavez): You can cancel up to 24 hours prior, cause this is a land tour. You can cancel 24 hours prior and get a full refund except for the, except for the re insurance of course. Customer: Yeah. Customer: Yeah, you're. Agent (Pam Chavez): Mm-hmm it's very, very true. Alright. Alright, I will do that and uh-huh. Customer: Yeah. Yup, okay, yeah, put it on there, you just never know what's gonna happen when you stuff happens. Mm-hmm yup. Cool. Hey, when did, I, I'm actually reading your email which you know some people that were read and now you guys are coming out with a pal price guarantee. I never knew you did that but I know you guys got a good prices. Okay. Agent (Pam Chavez): Oh, yes, that's always done. Hey, hey, have you seen our have you seen our new website? Agent (Pam Chavez): Yeah. Customer: No, but I'll do it while we're talking cause I'm on my computer. So I'm gonna go there right now and look at that and before the emails were kind of crappy cause it would say, click on the special and you click on it and it really did, didn't do much for you. It's kinda like, yeah, okay. I can do this stuff a lot better here. You can you travel well after 65? Wow, after we that. Agent (Pam Chavez): Right. Agent (Pam Chavez): Uh-huh. Agent (Pam Chavez): Didn't have anything? Yup, mm-hmm. Agent (Pam Chavez): What is, what did you see that? Oh, oh, okay. Yeah, yeah. Oh, oh, how weird. Okay. Customer: Okay. Yeah, yeah, no. I just put the pat travel and it says feature can you travel well after 65? Yes, so somebody wrote some kind of article or some shit. Well, I do it all the time. Yeah, cool! I mean there's yacht cruises, I'd be interested in the Yad have you ever heard of yeah, it's a better, yeah, like a guided vacations river expedition that's a lot better than, than the old one. Look like here's the question for you, have you guys have any experience with Oceana cruise lines? Agent (Pam Chavez): Of course, you can. Hello. Yeah. Agent (Pam Chavez): This looks this. Agent (Pam Chavez): Right. Agent (Pam Chavez): Oh, yeah. It's uh-huh. Agent (Pam Chavez): Oh, yeah. We book a ton of them. Agent (Pam Chavez): Mm-hmm. Customer: Cause I've been reading articles about them and some people say they're, they're more colony cause they tried to compare them to Viking is that it cruise credit conversion to Vikey. And then I said biking does this, but these guys is, it's kind of a different, I know what your take on it was. Agent (Pam Chavez): Yeah, I've got, I've actually been on one of their, on one of their ships just to look at the ships, and the new ones. I think it was the, I can't even remember the name of it. I actually did that and it was it pretty ships and stuff. And I think they do pretty good. The only thing that I would say their excursions are expensive but right now. Customer: Oh, okay. Customer: Yeah. Customer: Yeah, they got a couple of new ones. Yeah. Yeah. Agent (Pam Chavez): No. Customer: That's what the, that's what people complain about. They're saying, they really pricey on their excursion. That's exactly what they said. Yeah, interesting. Agent (Pam Chavez): Yup! They but they I mean, they're very, they're very good cruise line also. That would be, I think what a lot of people complain about, but right now they also have an offer. So it's one or the other you get the beverage package for lunch and dinner or you get a, a sake Chur and credit. So I guess whichever is most important. Customer: Yeah. Customer: Yeah. Customer: What can, yeah, okay, because I was actually looking at their cruises on I was saying I could deal reposition from Vancouver to Tokio ensure Shi these guys got one that goes from Vancouver to Tokio and it rolls in on the day where the biking rolls out 730 I could get off of one and, and get on the other and I just didn't know yeah, it, you know I was reading about them and I don't know what I wanna, yeah sometimes you're kinda Larry about changing stuff that you already know I like Viking obviously and cause they don't be Nico dies sheet they help you know they help. Agent (Pam Chavez): Yeah, I exactly, yeah. Agent (Pam Chavez): Right. Agent (Pam Chavez): Right. Customer: Tell you, crap, no, casinos. No, you know, free tour and Respot. I'm not 109, you know, not here. Yeah, yeah, yeah, cool, alright, well, yeah, I was like I said, I was looking just to see if there's a, a, a crossing for candidate to, to Japan to see if I could sync up but I can, I'll probably just fly over there cause I don't know if I want to do like a 25 day cross, it just to get, the. Agent (Pam Chavez): Right. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): Yeah, that's true, that's true but then you wouldn't have, you wouldn't have to include any, any air. Yeah, you just have to drive up. Customer: Yup, cool. Customer: Yeah, but it was I was looking at the prices and it's, yeah, yeah, it's if I can flo on A-N-A or just ten of the air they not seem to hose. You should block be the prices in united but it's a long ways away, right? Agent (Pam Chavez): Oh, yeah. Customer: Yeah, now, my wife has been bugging me. We're doing, we're doing this C-I-E tour overnight, even doing it till next year or next October. So that's why 1415 months she's always bugged. She's already bugging me about air fair cause she wants the buyer kids, air fair and I said, we'll worry about that liking December or something, because it's way too early to even think about it. Yeah. Yup, yeah, and she first, and she wants for them to be able to fly first-class for one. So, I know island has a, a pretty good deal, cause we're gonna stop in island on the way back, so we might as well fly, fly over there. Yeah. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Oh, yeah. Well. Agent (Pam Chavez): But for October yeah it'd be late November, early December to be able to open. So. Agent (Pam Chavez): Oh. Agent (Pam Chavez): Right and what was I gonna say, I think and I before I didn't, I didn't think that Iceland had like actual true business class seats but I believe on a lot of their or some of their carriers they do. Customer: Yeah, they do, yeah, when we did the Viking cruise a couple of years ago were, flew first-class from Portland and do a relab and they call a cale, same dam airport. And it, they replying at the same, they were flying at 7:57 with the, you know, the business class up front where the big white seats. So they just switched out to, I think they're Airbus now but they did have they have a business class, you know, it's gonna be two people across as opposed but there's no Lo seats, but need to deal with that, it's no big deal, but your food suck, I mean, oh, god, it was terrible. Agent (Pam Chavez): Mm-hmm. Mm-hmm. Mm-hmm. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Mm-hmm. Agent (Pam Chavez): Yeah, yeah. Agent (Pam Chavez): Yeah. Agent (Pam Chavez): Oh, my gosh, it's funny. Customer: I need the beat candy bars and I'm not lying and I had really good candy bars and the food service was just some shit. I didn't want to eat park my French here so I just said give me a, give me a beer in about five candy bars and that not lying. Agent (Pam Chavez): Interesting. Agent (Pam Chavez): So, so. Agent (Pam Chavez): Exactly, so give me the can be, we'll be good. Cool. Customer: Yup, yup. So that's it. Alright, cool. Yeah, if you wanna just put a deposit down on that and we'll get that squared away. Cool! Alright, appreciate it Pam and you're gonna have to let me know how the tricks of this cruise. Hey sometime let me know what if your sisters have any recommendations for Africa at the tow essence of that? Agent (Pam Chavez): I will do that. Agent (Pam Chavez): Alright. Agent (Pam Chavez): Absolutely. Agent (Pam Chavez): Well, they're doing the same with the same, oh, what you mean for the tour you mean, I mean for the actual winds are going on. Customer: They did, they did, they did it last year, right? The Africa safari. Yeah. Agent (Pam Chavez): Yeah, they did. So the L sales egan adventure. Yeah, they did. Customer: Yeah, that's what we're doing and I just didn't know if they had any, you know, tip of the trade, like you might not want to do this or do this or yada yada yada. Agent (Pam Chavez): Okay, I will have to, I can check with them. Yeah. They're, they have their own. Customer: If you ever get a chance to ask him, yeah, no big deal because the account says you're supposed to get a visa first and baby. But some people say the to director get you and we'll do it when you get this South African not to worry about it you know just crack like that. Agent (Pam Chavez): It will say that, but I have to verify what was happening. Yeah. Customer: Yeah, that's cool, cause Cox says to get it, but then I went to their website and a lot of people are saying, what the tour director do it, they know to do it a lot better, so. Agent (Pam Chavez): And that's just easier when you don't have to do that but I'll verify that right. Okay. Alrighty. Thanks for. Thanks, Kevin. Have a good day. Thanks, bye. Customer: Yeah, and it says they pay for it, so, no, that's cool, alright, alright, cool. Alright, appreciate it Pam. Talk to you later. Bye-bye, you too.