CTC Negotiation & Closing Techniques 3

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?

Accepted Answer

Ask what conditions would allow for improvement on specific terms

Answer

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?

Accepted Answer

Differentiate by highlighting personalized service, support, and inclusions the online price lacks

Answer

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'?

Accepted Answer

Having the client list pros and cons of booking to weigh the decision

Answer

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:

Accepted Answer

Ask 'Too expensive compared to what?' to understand the real concern

Answer

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?

Accepted Answer

Best Alternative To a Negotiated Agreement

Answer

BATNA—Best Alternative To a Negotiated Agreement—defines your fallback position and determines the minimum terms you should accept before walking away.

(CTC) Certified Travel Consultant Practice Test

(CTC) Certified Travel Consultant Practice Test

CTC Negotiation & Closing Techniques 3