Customer Service & Sales Techniques Flashcards
7 cards from real CTC practice questions. Tap to flip, then mark Knew It or Still Learning — missed cards come back until you master them.
Read the first 7 Customer Service & Sales Techniques flashcards as text
When using the 'trial close' technique, what is the consultant attempting to determine?
Answer: The client's level of interest and readiness to make a decision without forcing commitment
A trial close gauges how close a prospect is to buying, allowing the consultant to address remaining objections before the final close.
A client asks for a river cruise but has a budget 20% below typical pricing. What is the MOST professional approach?
Answer: Explore value-season dates, shorter itineraries, or inland cabin categories that fit the budget while preserving the experience
Creative alternatives that preserve the client's core desire while meeting budget constraints demonstrate consultative expertise.
Which communication style is MOST effective when a client uses emotional language about their dream vacation?
Answer: Mirror their emotional enthusiasm while weaving in practical details to guide the decision
Matching a client's emotional register builds rapport and keeps them engaged while practical details guide them toward a decision.
What is the primary purpose of a post-trip follow-up call to a client?
Answer: To gather feedback, demonstrate ongoing care, and plant the seed for future travel
Post-trip follow-up builds loyalty by showing genuine interest in the client's experience, making them more likely to return and refer others.
A client objects that they 'need to think about it' before booking. Which technique is MOST likely to move the sale forward without pressure?
Answer: Ask open-ended questions to uncover the specific concern behind the hesitation
Uncovering the root concern behind 'I need to think about it' allows the consultant to address the real objection and advance the conversation.
In travel sales, what does the acronym 'FAB' stand for?
Answer: Features, Advantages, Benefits
FAB is a sales framework where Features describe what a product is, Advantages explain what it does, and Benefits connect it to the client's personal needs.
Which behavior BEST demonstrates active listening during a client consultation?
Answer: Paraphrasing the client's stated preferences back to them to confirm understanding
Paraphrasing confirms accurate understanding and signals to the client that their needs are being heard and valued.
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Sources & references
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- thetravelinstitute.com — Eligibility, passing score, renewal, test delivery, time limit, fees · verified Oct 2026