CTC Negotiation & Closing Techniques 3 — Questions and Answers
Question 1: During a negotiation with an airline for group contracts, the airline representative says 'this is our best offer.' What is the recommended next step?
- Accept immediately so you don't lose the deal
- Ask what conditions would allow for improvement on specific terms (Correct answer)
- Walk away permanently to signal you are serious
- Counter with an identical proposal to test their resolve
Correct answer: Ask what conditions would allow for improvement on specific terms
Asking what conditions might unlock better terms keeps the negotiation alive and often reveals flexibility the other party hadn't initially disclosed.
Question 2: A client is comparing your Europe tour package to a cheaper online booking. How should you address this objection?
- Tell them the online price is probably a scam
- Match the online price to avoid losing the sale
- Differentiate by highlighting personalized service, support, and inclusions the online price lacks (Correct answer)
- Suggest they book online and come back for future trips
Correct answer: Differentiate by highlighting personalized service, support, and inclusions the online price lacks
Competing on price alone devalues your expertise; highlighting differentiated service and hidden value shifts the conversation from price to total experience.
Question 3: Which of the following is an example of the 'Ben Franklin close'?
- Offering a limited-time discount to create urgency
- Having the client list pros and cons of booking to weigh the decision (Correct answer)
- Assuming the sale is made and moving to booking logistics
- Giving the client two package options and asking which they prefer
Correct answer: Having the client list pros and cons of booking to weigh the decision
The Ben Franklin close involves creating a pros-and-cons list with the client, which typically reveals more reasons to book than not to.
Question 4: When a client objects to a travel package by saying 'It's too expensive,' the best first response is to:
- Offer a 10% discount immediately
- Ask 'Too expensive compared to what?' to understand the real concern (Correct answer)
- Show them a cheaper alternative without discussion
- Agree the price is high but explain there's nothing you can do
Correct answer: Ask 'Too expensive compared to what?' to understand the real concern
Clarifying the comparison gives you context—they may be comparing to a different product, a past price, or their own budget limit, each requiring a different response.
Question 5: What does BATNA stand for in the context of travel industry negotiations?
- Best Alternative Travel and Negotiation Agreement
- Best Alternative To a Negotiated Agreement (Correct answer)
- Budget Allocation Through Negotiated Advances
- Baseline Approach To Negotiating Amenities
Correct answer: Best Alternative To a Negotiated Agreement
BATNA—Best Alternative To a Negotiated Agreement—defines your fallback position and determines the minimum terms you should accept before walking away.
Question 6: A group organizer wants to add 5 more passengers to an already-confirmed charter after pricing is locked. How should you handle this?
- Absorb the cost to maintain the relationship
- Refuse the addition since the contract is signed
- Treat the addition as a change order and renegotiate terms accordingly (Correct answer)
- Add the passengers and bill them at the original per-person rate regardless of cost
Correct answer: Treat the addition as a change order and renegotiate terms accordingly
Post-contract additions should be handled as formal change orders so that cost increases, seating, and logistics are addressed transparently and professionally.
Question 7: Which closing technique involves presenting the client with only two options, both of which result in a booking?
- Assumptive close
- Urgency close
- Alternative choice close (Correct answer)
- Summary close
Correct answer: Alternative choice close
The alternative choice close—'Would you prefer departing Friday or Sunday?'—channels the decision into which option to choose rather than whether to book.
CTC Negotiation & Closing Techniques 3
During a negotiation with an airline for group contracts, the airline representative says 'this is our best offer.' What is the recommended next step?