Client Relationship & Account Management Flashcards

A client traveling internationally for the first time asks about travel insurance. What is the consultant's most professional approach?

Answer: Explain coverage options and recommend appropriate protection based on the trip profile

Educating clients on coverage options and tailoring recommendations to the specific trip demonstrates professional duty of care.

Which CRM practice best supports long-term client retention in travel consulting?

Answer: Maintaining detailed profiles with preferences, anniversaries, and past travel history

Comprehensive, continuously updated profiles enable personalized service that reinforces client loyalty over time.

A leisure client wants to book a honeymoon but has a tight budget. What is the best account management strategy?

Answer: Present a range of options within budget while highlighting value-added inclusions

Balancing budget constraints with value-added options builds trust and demonstrates the consultant's expertise and client-first orientation.

When onboarding a new corporate travel account, what is the most important document to obtain from the client?

Answer: The company's travel policy and approval workflows

The travel policy and approval workflows define how bookings must be made, ensuring compliance from the first transaction.

A consultant receives feedback that a client found the booking process confusing. What is the most appropriate response?

Answer: Acknowledge the feedback and simplify or walk through the process with the client

Acknowledging friction and actively simplifying the experience shows responsiveness and strengthens the client relationship.

What does 'duty of care' mean in the context of corporate travel account management?

Answer: The employer's legal and moral obligation to keep travelers safe and informed

Duty of care obligates employers—and their travel management partners—to monitor traveler safety, communicate risks, and provide emergency support.

A client frequently books travel outside the agreed corporate program. What is the most productive first step for the consultant?

Answer: Identify the reasons for non-compliance and work with the travel manager to address them

Understanding the root cause of non-compliance—such as booking tool friction or lack of awareness—enables targeted solutions that improve program adoption.