What could the agent have done differently to start building good rapport with the customer? Customer: Hi, I'm checking to see if you have a vehicle to accommodate my entire family. We are going on a trip to Lake Tahoe. Agent: "What date and time will your flight arrive?" Talk extensively about his trip to Lake Tahoe last year. Ask if an F class will work for the family. Acknowledge the customer's excitement about the trip and get the customer's last name. The agent shouldn't change anything. 2 ?