Customer Needs Assessment Flashcards

A client mentions they have a fear of flying. How should a CTC consultant adjust the needs assessment?

Answer: Explore alternative transportation options and duration tolerances

Exploring alternatives and duration limits allows the consultant to build an itinerary that respects the client's anxiety.

What does the acronym FRAT stand for in the context of travel client profiling?

Answer: Frequent traveler, Route flexibility, Activity level, Time availability

FRAT profiles help consultants quickly categorize a traveler's style and tailor recommendations accordingly.

A client books a trip to Japan but has never traveled internationally. What need is most important to address?

Answer: Passport validity, visa requirements, and cultural orientation

First-time international travelers often have documentation and cultural adaptation needs they may not know to ask about.

Which questioning style is most effective when a client seems unsure about their vacation preferences?

Answer: Open-ended questions that encourage storytelling about past travel experiences

Open-ended questions about past experiences reveal genuine preferences and help undecided clients articulate what they enjoyed.

A client says, 'I want to do what everyone else does in Paris.' What does this reveal about their traveler type?

Answer: They are a safety-seeking, mainstream traveler who prefers validated experiences

Clients who seek 'what everyone else does' typically prefer curated, well-reviewed, lower-risk mainstream experiences.

During needs assessment, a client reveals they are traveling for a work retreat for 20 employees. What shifts in the consultant's approach?

Answer: Group logistics, meeting room requirements, team-building activities, and per-person budgeting become priorities

Corporate group travel introduces logistical complexity and stakeholder management that differs significantly from leisure travel.

A client returning from a trip reports they were unhappy with their resort. What should a CTC consultant do during the next booking's needs assessment?

Answer: Document the feedback and ask targeted questions to identify what went wrong and what would be better

Post-trip feedback is valuable data that refines the client profile and prevents repeating mismatches.