CTC Customer Service & Sales Techniques 3

Question 1

When using the 'trial close' technique, what is the consultant attempting to determine?

Accepted Answer

The client's level of interest and readiness to make a decision without forcing commitment

Answer

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?

Accepted Answer

Explore value-season dates, shorter itineraries, or inland cabin categories that fit the budget while preserving the experience

Answer

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?

Accepted Answer

Mirror their emotional enthusiasm while weaving in practical details to guide the decision

Answer

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?

Accepted Answer

To gather feedback, demonstrate ongoing care, and plant the seed for future travel

Answer

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?

Accepted Answer

Ask open-ended questions to uncover the specific concern behind the hesitation

Answer

Uncovering the root concern behind 'I need to think about it' allows the consultant to address the real objection and advance the conversation.

(CTC) Certified Travel Consultant Practice Test