CTC Negotiation & Closing Techniques 2 — Questions and Answers
Question 1: A client says 'I need to think about it' after you've presented a cruise package. Which closing technique is most appropriate?
- Immediately offer a discount to prevent them from leaving
- Ask what specific concerns they need to think through (Correct answer)
- Tell them the deal expires today to create urgency
- Schedule a follow-up call for next week without further discussion
Correct answer: Ask what specific concerns they need to think through
Asking about specific concerns uncovers the real objection, allowing you to address it directly rather than guessing or applying pressure.
Question 2: In a negotiation with a hotel vendor for group rates, what is the most effective opening strategy?
- Start with your ideal rate to leave no room for compromise
- Open with a rate lower than your target to create negotiating room (Correct answer)
- Accept the hotel's first offer to build goodwill
- Reveal your full budget upfront to show transparency
Correct answer: Open with a rate lower than your target to create negotiating room
Opening below your target rate creates negotiating room so you can reach your actual goal while the vendor feels they've won a concession.
Question 3: Which of the following best describes the 'assumptive close' technique?
- Asking the client directly if they are ready to book
- Behaving as if the client has already decided to buy (Correct answer)
- Offering two options and letting the client choose
- Summarizing all benefits before asking for a decision
Correct answer: Behaving as if the client has already decided to buy
The assumptive close involves speaking and acting as though the sale is already made, such as asking 'Would you prefer a window or aisle seat?' rather than 'Would you like to book?'
Question 4: A corporate client pushes back on your agency's service fees. What is the most professionally sound response?
- Eliminate the fee entirely to secure the account
- Match a competitor's lower price without explanation
- Justify the fee by articulating the value and expertise it represents (Correct answer)
- Tell the client that fees are non-negotiable and end the discussion
Correct answer: Justify the fee by articulating the value and expertise it represents
Linking your fee to specific value—itinerary customization, vendor relationships, crisis support—reframes cost as investment rather than expense.
Question 5: Which nonverbal signal most strongly indicates a client is ready to close?
- Crossing their arms and leaning back
- Asking detailed questions about payment and departure dates (Correct answer)
- Frequently checking their phone during the presentation
- Saying they want to compare other options
Correct answer: Asking detailed questions about payment and departure dates
Questions about logistics like payment methods and specific dates signal that the client is mentally moving into ownership of the trip.
Question 6: A client wants to book a lower cabin category but keeps asking about suite amenities. What technique should you use?
- Stick to presenting only the cabin they asked about
- Use an upgrade upsell by highlighting suite value relative to the price difference (Correct answer)
- Discourage the upgrade to keep the sale simple
- Book the lower cabin and ignore the suite interest
Correct answer: Use an upgrade upsell by highlighting suite value relative to the price difference
When a client shows interest in a higher category, presenting the incremental cost difference versus incremental benefit often justifies the upgrade naturally.
Question 7: What is the primary purpose of the 'trial close' in a sales conversation?
- To legally bind the client to a purchase before they change their mind
- To test the client's readiness to buy without formally asking for the sale (Correct answer)
- To offer a temporary discount to gauge price sensitivity
- To compare your offer against a competitor's in real time
Correct answer: To test the client's readiness to buy without formally asking for the sale
A trial close—such as 'How does this itinerary sound so far?'—gauges where the client stands emotionally without the pressure of a direct ask.
CTC Negotiation & Closing Techniques 2
A client says 'I need to think about it' after you've presented a cruise package.
Which closing technique is most appropriate?