CTC Client Relationship & Account Management 3 â Questions and Answers
Question 1: A client traveling internationally for the first time asks about travel insurance. What is the consultant's most professional approach?
- Tell the client insurance is unnecessary for short trips
- Explain coverage options and recommend appropriate protection based on the trip profile (Correct answer)
- Direct the client to purchase insurance independently online
- Include insurance automatically without discussing it
Correct 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.
Question 2: Which CRM practice best supports long-term client retention in travel consulting?
- Recording only complaints to flag problem clients
- Maintaining detailed profiles with preferences, anniversaries, and past travel history (Correct answer)
- Contacting clients only when a new deal is available
- Updating client profiles annually during contract renewal
Correct answer: Maintaining detailed profiles with preferences, anniversaries, and past travel history
Comprehensive, continuously updated profiles enable personalized service that reinforces client loyalty over time.
Question 3: A leisure client wants to book a honeymoon but has a tight budget. What is the best account management strategy?
- Recommend the cheapest available options only
- Present a range of options within budget while highlighting value-added inclusions (Correct answer)
- Suggest postponing the trip until they can afford more
- Upsell aggressively to maximize commission
Correct 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.
Question 4: When onboarding a new corporate travel account, what is the most important document to obtain from the client?
- A list of employee personal credit cards
- The company's travel policy and approval workflows (Correct answer)
- The previous agency's commission schedule
- A roster of all employees eligible to travel
Correct 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.
Question 5: A consultant receives feedback that a client found the booking process confusing. What is the most appropriate response?
- Explain that all clients go through the same process
- Acknowledge the feedback and simplify or walk through the process with the client (Correct answer)
- Forward the client to a self-service online booking tool
- Document the complaint and take no further action
Correct 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.
Question 6: What does 'duty of care' mean in the context of corporate travel account management?
- Ensuring all bookings earn maximum loyalty points
- The employer's legal and moral obligation to keep travelers safe and informed (Correct answer)
- The consultant's responsibility to maximize supplier commissions
- The obligation to book travel at the lowest available fare
Correct answer: The employer's legal and moral obligation to keep travelers safe and informed
Duty of care obligates employersâand their travel management partnersâto monitor traveler safety, communicate risks, and provide emergency support.
Question 7: A client frequently books travel outside the agreed corporate program. What is the most productive first step for the consultant?
- Terminate the consulting agreement
- Identify the reasons for non-compliance and work with the travel manager to address them (Correct answer)
- Report the behavior to company HR
- Continue booking without raising the issue
Correct answer: Identify the reasons for non-compliance and work with the travel manager to address them
Understanding the root cause of non-complianceâsuch as booking tool friction or lack of awarenessâenables targeted solutions that improve program adoption.
CTC Client Relationship & Account Management 3
A client traveling internationally for the first time asks about travel insurance.
What is the consultant's most professional approach?