Customer Service & Sales Techniques Flashcards

A client books a honeymoon package but then calls in tears because the airline changed their flight and they now arrive a day late. What should the consultant do FIRST?

Answer: Express sincere empathy and immediately begin investigating solutions such as rebooking or compensation from the carrier

Service recovery on high-emotion bookings like honeymoons requires immediate empathy followed by proactive problem-solving on the client's behalf.

Which of the following is an example of cross-selling in travel consulting?

Answer: Suggesting travel insurance and a pre-departure hotel stay to a client who has booked a cruise

Cross-selling adds complementary products (insurance, hotels) to an existing booking, increasing total value for both the client and the agency.

When prospecting for new clients, which approach is MOST aligned with ethical CTC standards?

Answer: Building referral networks through excellent service and asking satisfied clients for introductions

Referral-based prospecting grounded in genuine service is the most sustainable and ethical method for building a client base.

A client complains that a tour guide was rude during their trip. After returning home, what is the BEST way to handle this?

Answer: Apologize, document the complaint, and report it to the tour operator as formal feedback

Documenting and escalating complaints holds suppliers accountable and demonstrates that the consultant advocates for their clients even after travel.

What is 'assumptive closing' in travel sales?

Answer: Proceeding with booking steps as if the client has already decided, using language like 'When would you like to depart?'

Assumptive closing uses forward-moving language to guide a receptive client smoothly toward confirming the sale.

A client has booked with your agency for five years but is now price-shopping online. What retention strategy is MOST appropriate?

Answer: Remind the client of the personalized service history, then review whether a loyalty acknowledgment such as an amenity or upgrade is feasible

Long-term client retention is best achieved by reinforcing the unique value of the relationship rather than engaging in a pure price war.

Which questioning technique is MOST useful for uncovering a client's hidden travel motivations?

Answer: Open-ended questions that invite the client to describe their ideal experience

Open-ended questions allow clients to articulate desires and emotions that closed questions would never surface, revealing true motivations.