CTA Client Needs & Travel Solutions 2 — Questions and Answers
Question 1: A client mentions they have mobility limitations and uses a wheelchair. Which is the MOST important first step when booking their travel?
- Book the cheapest available option and note the disability later
- Verify accessibility features at every point of the journey, including hotels, transport, and attractions (Correct answer)
- Assume major hotels are always fully accessible without confirming
- Recommend they travel only domestically to avoid complications
Correct answer: Verify accessibility features at every point of the journey, including hotels, transport, and attractions
Confirming accessibility at every touchpoint ensures the client's needs are fully met and prevents unpleasant surprises.
Question 2: During a needs assessment, a client says 'I just want to relax.' What is the best follow-up question?
- What is your total budget?
- Would you prefer a beach resort, a mountain retreat, or a spa destination? (Correct answer)
- Have you traveled internationally before?
- Do you have a frequent flyer number?
Correct answer: Would you prefer a beach resort, a mountain retreat, or a spa destination?
Probing with destination-type options helps the agent understand what 'relaxation' means to that specific client.
Question 3: A couple is celebrating their 25th anniversary and wants a memorable trip. Which approach best reflects consultative selling?
- Offer the lowest-priced package to stay within budget
- Ask about their favorite travel memories and preferred experiences before recommending anything (Correct answer)
- Book the most popular honeymoon destination automatically
- Send a generic brochure and let them decide
Correct answer: Ask about their favorite travel memories and preferred experiences before recommending anything
Learning about past experiences and preferences allows the agent to personalize a truly meaningful recommendation.
Question 4: A client traveling with an infant asks about airline policies. What should a CTA-prepared agent advise?
- Infants always travel free on all airlines worldwide
- Lap infant policies, age limits, and fees vary by carrier and should be confirmed directly with the airline (Correct answer)
- Car seats are never allowed in aircraft cabins
- Infants must always have their own seat on international flights
Correct answer: Lap infant policies, age limits, and fees vary by carrier and should be confirmed directly with the airline
Infant policies differ significantly between carriers, so agents must verify specifics rather than make blanket statements.
Question 5: A client requests a gluten-free meal on a cruise. When is the best time to submit this request?
- At the pier on embarkation day
- At least 48 hours before departure, or at booking if possible (Correct answer)
- Only after boarding when speaking with the dining staff
- Gluten-free is always available without pre-arrangement on cruises
Correct answer: At least 48 hours before departure, or at booking if possible
Special dietary requests require advance notice so the cruise line can source appropriate ingredients and prepare kitchen staff.
Question 6: Which technique is MOST effective when a client is undecided between two destination options?
- Choose the cheaper destination for them
- Use a comparison approach, outlining the key benefits of each based on the client's stated priorities (Correct answer)
- Tell them both are equally good and let them flip a coin
- Book the destination with higher commission for the agency
Correct answer: Use a comparison approach, outlining the key benefits of each based on the client's stated priorities
Comparing options against the client's own priorities helps them make an informed, confident decision.
Question 7: A solo female traveler asks about safety at her chosen destination. What is the best agent response?
- Tell her all destinations are equally safe and not to worry
- Provide destination-specific safety information, recommend reputable accommodations in central areas, and suggest travel insurance (Correct answer)
- Discourage solo female travel to unfamiliar destinations
- Refer her to a general internet search
Correct answer: Provide destination-specific safety information, recommend reputable accommodations in central areas, and suggest travel insurance
Providing tailored safety information and recommending protective measures demonstrates professional care and builds client trust.
CTA Client Needs & Travel Solutions 2
A client mentions they have mobility limitations and uses a wheelchair.
Which is the MOST important first step when booking their travel?