Roger Dooley · Jul 22, 2024 ยท 3:07 PM
Outbound · 05:21 · Planner: Rachael Taylor · +15128529491
“I figured you guys were big and you know, that if anybody had a discount, you would and I was surprised, which is why I called you.”
Follow up with Roger within 24 hours with Regent's final pricing decision and cabin 934 availability confirmation. If approved, send him a single clear instruction to cancel the competitor hold and provide rebooking link or next step to secure the cabin.
Full analysis
What happened
Roger called back after Rachel had negotiated with Regent to price-match a competitor's offer. He had already placed a temporary hold on a D-category cabin (934) at $15,406 with another agency out of fear of losing it. Rachel reported that Regent confirmed promotional rates exist and agreed to attempt matching the price, plus layering on a ~$1,400 Pavlus cash-back discount. Roger expressed relief and willingness to cancel the other hold and rebook with Pavlus if the price match comes through. Rachel committed to confirming within a day and letting him know next steps.
Emotional read
Roger started anxious and defensive about having placed a hold elsewhere, apologizing multiple times ('I feel bad for you guys', 'Sorry I would I panic'). He warmed considerably after Rachel explained the price-match effort and discount value, ending the call appreciative and thanking her by name.
Emotional arc through the call
Started anxious and apologetic about hedging bets with a competitor, then grew confident and grateful after learning Rachel had already negotiated and would add $1,400 in cash back.
How customer sees Pavlus
- positive · assumed Pavlus, being big, would have access to better discounts than smaller agencies: 'I figured you guys were, were big and you know, that if anybody had a discount, you would'
- positive · expressed gratitude to Rachel by name at the end of the call: 'alright, thank you, Rachel'
- positive · appreciated Rachel's proactive negotiation with Regent on his behalf and her willingness to let him choose to stay or switch
Value perception
Roger believes Pavlus's size and agency relationships give them access to promotions and discounts competitors can't offer, and he values the ability to get both price parity plus an additional loyalty cash-back on top.
Customer behaviors
comparison-shopping against competitor agencyplaced temporary hold with competitor out of urgencyevaluating price-match offer and discount mathdeferring final booking decision pending price confirmationexpressed cabin-specific loyalty (wanted to keep cabin 934)
Topics & signals
| Topics | price matchingcabin selectionbooking holdsagency discountRegent cruise line coordination |
|---|---|
| Cruise lines | Regent |
| Buying signals | already placed temporary hold on D-category cabin 934asked about Pavlus discount amount and termswilling to cancel competitor booking if Pavlus matches price |
| Objections | concerned about losing the cabin if he didn't act quickly with competitoruncertain whether Pavlus could match competitor's promotional pricingworried about rebooking same cabin after canceling temporary hold |
Analyzed 2026-05-25 20:30:24 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.