CTC Client Relationship & Account Management 2 — Questions and Answers
Question 1: A corporate travel account requires a consultant to set up a preferred vendor program. What is the primary benefit of negotiating preferred supplier agreements for a corporate client?
- Reducing the consultant's workload
- Securing discounted rates and added amenities for the client (Correct answer)
- Limiting traveler choices to simplify booking
- Increasing commission revenue for the agency
Correct answer: Securing discounted rates and added amenities for the client
Preferred supplier agreements typically yield negotiated discounts, upgrades, and amenities that reduce overall travel spend for the corporate client.
Question 2: A long-term leisure client feels their consultant no longer understands their evolving travel preferences. What is the best corrective action?
- Offer a steep discount on the next booking
- Schedule a preference review meeting to update the client profile (Correct answer)
- Assign the client to a different consultant
- Send a generic satisfaction survey
Correct answer: Schedule a preference review meeting to update the client profile
Scheduling a preference review and updating the client profile realigns the consultant's recommendations with the client's current needs.
Question 3: When a corporate travel manager requests a quarterly spend report, which data point is most critical to include?
- Number of bookings made online vs. offline
- Total travel expenditure broken down by cost center (Correct answer)
- List of all airline loyalty programs used
- Number of complaints filed during the quarter
Correct answer: Total travel expenditure broken down by cost center
Cost-center breakdowns help corporate clients track budget accountability across departments and justify travel expenditures.
Question 4: A high-value client threatens to move their account to a competitor after a hotel mix-up. What is the most effective first response?
- Apologize, take ownership of the error, and immediately offer a concrete remedy (Correct answer)
- Explain that the hotel was responsible for the error
- Offer a full refund for future bookings
- Escalate the complaint to senior management without contacting the client
Correct answer: Apologize, take ownership of the error, and immediately offer a concrete remedy
Immediate ownership and a concrete remedy demonstrate accountability and are the most effective tools for retaining an upset high-value client.
Question 5: Which technique is most effective for identifying unstated client needs during an initial consultation?
- Presenting a pre-built itinerary for approval
- Using open-ended questions to encourage the client to elaborate (Correct answer)
- Providing a checklist of standard travel options
- Reviewing the client's past booking history only
Correct answer: Using open-ended questions to encourage the client to elaborate
Open-ended questions prompt clients to share priorities and concerns they might not volunteer, revealing underlying needs.
Question 6: A consultant notices a corporate client's travel policy prohibits business-class bookings, but a senior executive requests one. What should the consultant do?
- Book business class since the executive outranks the policy
- Decline and refer the executive to the travel manager for a policy exception (Correct answer)
- Book economy but charge for business class
- Ignore the request and book per policy without explanation
Correct answer: Decline and refer the executive to the travel manager for a policy exception
Policy compliance requires directing exception requests through the appropriate approval channel—the travel manager—rather than bypassing controls.
Question 7: What is the purpose of conducting an annual account review with a corporate travel client?
- To renegotiate the consultant's commission structure
- To assess travel spend, policy compliance, and identify cost-saving opportunities (Correct answer)
- To introduce the client to new agency staff
- To present a catalog of new destinations
Correct answer: To assess travel spend, policy compliance, and identify cost-saving opportunities
Annual reviews evaluate spending patterns, policy adherence, and supplier performance to surface actionable savings and service improvements.
CTC Client Relationship & Account Management 2
A corporate travel account requires a consultant to set up a preferred vendor program.
What is the primary benefit of negotiating preferred supplier agreements for a corporate client?