CTC Client Relationship & Account Management 5

Question 1

A repeat leisure client mentions they are celebrating a milestone anniversary on their upcoming trip. What is the best account management action?

Accepted Answer

Document the occasion and proactively arrange a complimentary amenity or surprise through a supplier

Answer

Proactively arranging a surprise amenity using supplier relationships turns a noted occasion into a memorable, loyalty-building moment.

Question 2

What is the most appropriate way to handle a situation where a client's request conflicts with the consultant's professional ethics?

Accepted Answer

Politely decline, explain the ethical concern, and offer a compliant alternative

Answer

Maintaining professional ethics while offering an alternative preserves integrity and often allows the client relationship to continue on sound footing.

Question 3

Which approach best demonstrates consultative selling in a travel account management context?

Accepted Answer

Diagnosing the client's specific goals and recommending solutions tailored to those goals

Answer

Consultative selling centers on understanding client goals first and then matching solutions to those specific needs, not pushing predetermined products.

Question 4

A corporate client's travel spend has increased 20% year-over-year without a corresponding increase in trips. What should the consultant investigate first?

Accepted Answer

Rate changes, policy compliance gaps, and booking channel shifts that may be driving higher costs

Answer

A cost increase without trip volume growth typically signals rate drift, off-channel bookings, or policy leakage—all traceable through spend analysis.

Question 5

What is the primary purpose of establishing a Service Level Agreement (SLA) with a corporate travel client?

Accepted Answer

To define measurable expectations for response times, reporting, and service delivery

Answer

An SLA sets clear, measurable service standards that both parties can reference to evaluate performance and resolve disputes.

(CTC) Certified Travel Consultant Practice Test

(CTC) Certified Travel Consultant Practice Test

CTC Client Relationship & Account Management 5