CTC CRM Systems & Analytics 2

Question 1

A travel agency wants to segment clients who have booked luxury cruises more than twice in three years. Which CRM feature best supports this?

Accepted Answer

Dynamic segmentation filters

Answer

Dynamic segmentation filters let agents query booking history by product type, frequency, and date range to build precise client groups.

Question 2

What does a 'touchpoint' represent in CRM analytics for travel consultants?

Accepted Answer

Any interaction between the agency and a client

Answer

A touchpoint is every interaction—email, call, inquiry, booking—logged in the CRM that contributes to the client relationship picture.

Question 3

Which metric best measures how effectively a travel consultant retains existing clients year over year?

Accepted Answer

Client retention rate

Answer

Client retention rate tracks the percentage of clients who rebook, directly reflecting relationship quality and service satisfaction.

Question 4

When a CRM flags a client as 'at risk of churning,' what behavioral signal most commonly triggers this alert?

Accepted Answer

Significant drop in booking frequency compared to historical pattern

Answer

CRM churn models flag clients whose booking cadence drops well below their own baseline, signaling disengagement.

Question 5

A CTC consultant uses CRM to identify clients whose last trip was over 18 months ago. This list is best used for which purpose?

Accepted Answer

Re-engagement marketing campaigns

Answer

Lapsed-client lists enable targeted win-back campaigns with personalized offers to reactivate dormant relationships.

(CTC) Certified Travel Consultant Practice Test