CTC Customer Service & Sales Techniques 3 — Questions and Answers
Question 1: When using the 'trial close' technique, what is the consultant attempting to determine?
- Whether the client is ready to pay a deposit immediately
- The client's level of interest and readiness to make a decision without forcing commitment (Correct answer)
- If the client has compared prices with competitors
- Whether the client qualifies for a loyalty discount
Correct answer: The client's level of interest and readiness to make a decision without forcing commitment
A trial close gauges how close a prospect is to buying, allowing the consultant to address remaining objections before the final close.
Question 2: A client asks for a river cruise but has a budget 20% below typical pricing. What is the MOST professional approach?
- Tell the client river cruises are not possible within their budget and end the conversation
- Explore value-season dates, shorter itineraries, or inland cabin categories that fit the budget while preserving the experience (Correct answer)
- Immediately recommend an ocean cruise as a substitute without asking further questions
- Book the river cruise and absorb the loss to keep the client happy
Correct answer: Explore value-season dates, shorter itineraries, or inland cabin categories that fit the budget while preserving the experience
Creative alternatives that preserve the client's core desire while meeting budget constraints demonstrate consultative expertise.
Question 3: Which communication style is MOST effective when a client uses emotional language about their dream vacation?
- Respond with purely logical facts and price comparisons to ground their expectations
- Mirror their emotional enthusiasm while weaving in practical details to guide the decision (Correct answer)
- Redirect the conversation immediately to availability and logistics
- Minimize expectations early to avoid disappointment later
Correct answer: Mirror their emotional enthusiasm while weaving in practical details to guide the decision
Matching a client's emotional register builds rapport and keeps them engaged while practical details guide them toward a decision.
Question 4: What is the primary purpose of a post-trip follow-up call to a client?
- To immediately upsell them on their next vacation
- To gather feedback, demonstrate ongoing care, and plant the seed for future travel (Correct answer)
- To confirm that all invoices have been settled
- To verify the client left a positive online review
Correct answer: To gather feedback, demonstrate ongoing care, and plant the seed for future travel
Post-trip follow-up builds loyalty by showing genuine interest in the client's experience, making them more likely to return and refer others.
Question 5: A client objects that they 'need to think about it' before booking. Which technique is MOST likely to move the sale forward without pressure?
- Tell the client the price will increase tomorrow to force a decision
- Ask open-ended questions to uncover the specific concern behind the hesitation (Correct answer)
- Accept the objection and wait for the client to call back on their own
- Offer a non-refundable deposit as a way to lock in the rate
Correct answer: Ask open-ended questions to uncover the specific concern behind the hesitation
Uncovering the root concern behind 'I need to think about it' allows the consultant to address the real objection and advance the conversation.
Question 6: In travel sales, what does the acronym 'FAB' stand for?
- Fares, Availability, Booking
- Features, Advantages, Benefits (Correct answer)
- First-class, All-inclusive, Budget
- Follow-up, Assessment, Build-rapport
Correct answer: Features, Advantages, Benefits
FAB is a sales framework where Features describe what a product is, Advantages explain what it does, and Benefits connect it to the client's personal needs.
Question 7: Which behavior BEST demonstrates active listening during a client consultation?
- Preparing your recommendation while the client is still speaking
- Paraphrasing the client's stated preferences back to them to confirm understanding (Correct answer)
- Nodding and saying 'uh-huh' without engaging with the content
- Taking notes only on budget and dates
Correct answer: Paraphrasing the client's stated preferences back to them to confirm understanding
Paraphrasing confirms accurate understanding and signals to the client that their needs are being heard and valued.
CTC Customer Service & Sales Techniques 3
When using the 'trial close' technique, what is the consultant attempting to determine?