CTC Customer Needs Assessment 3 — Questions and Answers
Question 1: A client mentions they have a fear of flying. How should a CTC consultant adjust the needs assessment?
- Tell them flying is safe and move on
- Explore alternative transportation options and duration tolerances (Correct answer)
- Automatically remove all destinations requiring flights
- Refer them to a therapist before proceeding
Correct answer: Explore alternative transportation options and duration tolerances
Exploring alternatives and duration limits allows the consultant to build an itinerary that respects the client's anxiety.
Question 2: What does the acronym FRAT stand for in the context of travel client profiling?
- Frequency, Route, Accommodation, Transfer
- Frequent traveler, Route flexibility, Activity level, Time availability (Correct answer)
- Family, Recreation, Adventure, Tour
- Flight, Resort, Amenity, Transfer
Correct answer: Frequent traveler, Route flexibility, Activity level, Time availability
FRAT profiles help consultants quickly categorize a traveler's style and tailor recommendations accordingly.
Question 3: A client books a trip to Japan but has never traveled internationally. What need is most important to address?
- Their preferred airline seat class
- Passport validity, visa requirements, and cultural orientation (Correct answer)
- Whether they want a window or aisle seat
- Their hotel loyalty program membership
Correct answer: Passport validity, visa requirements, and cultural orientation
First-time international travelers often have documentation and cultural adaptation needs they may not know to ask about.
Question 4: Which questioning style is most effective when a client seems unsure about their vacation preferences?
- Yes/no questions to save time
- Leading questions that suggest what they should want
- Open-ended questions that encourage storytelling about past travel experiences (Correct answer)
- Hypothetical questions about dream celebrity vacations
Correct answer: Open-ended questions that encourage storytelling about past travel experiences
Open-ended questions about past experiences reveal genuine preferences and help undecided clients articulate what they enjoyed.
Question 5: A client says, 'I want to do what everyone else does in Paris.' What does this reveal about their traveler type?
- They are an independent explorer
- They are a safety-seeking, mainstream traveler who prefers validated experiences (Correct answer)
- They have no real interest in Paris
- They want an off-the-beaten-path itinerary
Correct answer: They are a safety-seeking, mainstream traveler who prefers validated experiences
Clients who seek 'what everyone else does' typically prefer curated, well-reviewed, lower-risk mainstream experiences.
Question 6: During needs assessment, a client reveals they are traveling for a work retreat for 20 employees. What shifts in the consultant's approach?
- The assessment becomes simpler because group travelers all want the same thing
- Group logistics, meeting room requirements, team-building activities, and per-person budgeting become priorities (Correct answer)
- The consultant should refer the group to a different agency
- Only the CEO's preferences matter in group travel
Correct answer: Group logistics, meeting room requirements, team-building activities, and per-person budgeting become priorities
Corporate group travel introduces logistical complexity and stakeholder management that differs significantly from leisure travel.
Question 7: A client returning from a trip reports they were unhappy with their resort. What should a CTC consultant do during the next booking's needs assessment?
- Avoid asking about the bad experience to prevent discomfort
- Document the feedback and ask targeted questions to identify what went wrong and what would be better (Correct answer)
- Automatically upgrade the client to a more expensive resort
- Suggest the client try a different travel agency
Correct answer: Document the feedback and ask targeted questions to identify what went wrong and what would be better
Post-trip feedback is valuable data that refines the client profile and prevents repeating mismatches.
CTC Customer Needs Assessment 3
A client mentions they have a fear of flying.
How should a CTC consultant adjust the needs assessment?