CTC Customer Engagement & Communication 5

Question 1

Which communication practice best encourages client referrals?

Accepted Answer

Delivering consistently attentive service and asking satisfied clients to share their experience

Answer

Excellent service combined with a gentle referral request turns satisfied clients into advocates.

Question 2

A client repeatedly changes their mind about destinations. The counselor's best engagement strategy is to:

Accepted Answer

Patiently clarify their priorities to narrow the options together

Answer

Helping the client clarify priorities guides indecision toward a confident choice.

Question 3

When using social media to engage clients, the counselor should primarily:

Accepted Answer

Share helpful, relevant travel content that reflects the agency's expertise

Answer

Valuable, expertise-driven content builds engagement and positions the counselor as a trusted resource.

Question 4

A client with limited English proficiency struggles to explain their needs. The counselor should:

Accepted Answer

Use clear, simple language, confirm understanding, and be patient

Answer

Simple language and confirmation of understanding ensures accurate service and respects the client.

Question 5

Which is the best way to handle a client who is angry about a supplier error that was not your fault?

Accepted Answer

Empathize, take ownership of resolving it, and advocate on their behalf

Answer

Owning the resolution and advocating for the client preserves the relationship regardless of fault.

Certified Travel Counselor (CTC) Practice Test