CTA Quizzes.docx

A commitment to ongoing education and training - correct answer is a mark of a professional. Taking mental vacations and exercising regularly are ways of - correct answer managing stress Professionalism implies a commitment to the standards of an occupation and the interests of the client. - correct answer True Your professional image describes the way you look, not the way you act. - correct answer False A loyal customer asks you to do something unethical. You - correct answer offer an alternative solution. A professional possesses the necessary knowledge and skills for the job as well as - correct answer a commitment to ethical behavior If you can manage your time more effectively, you should be able to reduce stress. - correct answer True Disclosing information that is factually inaccurate is ethical if it closes the sale. - correct answer False Ethically speaking, taking the high road means following the path of least resistance. - correct answer False A professional code of ethics should - correct answer disclose accurate information Proofreading is required only for itineraries and confirmation letters. - correct answer False The ability to speak well is more important than the ability to write well in the travel business. - correct answer False Which grammatical rule applies for writing in the travel business? - correct answer Write in the active voice Most of the basic principles of effective business writing don't apply to email. - correct answer False Before you write any type of business correspondence, you should determine your desired result. - correct answer True An effective email should have many short paragraphs instead of one long one. - correct answer True Which of the following techniques is recommended for effective business writing? - correct answer Visualize your reader during the planning stages and while you are writing. Letters and email messages should - correct answer be visually appealing to the reader A business document that presents verifiable facts to assist in decision-making and is sales-oriented best describes a - correct answer proposal Writing concisely means - correct answer limiting the amount of excess words and redundancies. Which of the following methods of obtaining customer feedback allows customers to meet and share their concerns in an informal, unscripted way? - correct answer Focus groups Customers do not want you to admit when a mistake has been made. They simply want the mistake corrected. - correct answer False Providing quality service for your internal customers is as important as providing it for your external customers. - correct answer True When handling a customer complaint, the first thing to do is - correct answer listen and acknowledge the customer's problem Which of the following steps in a problem resolution process should occur after you select a strategy? - correct answer document and follow up The first step in implementing a customer service orientation in an organization is to - correct answer survey customers about service expectations Which of the following strategies is least effective when saying no to a customer? - correct answer Citing company policy Providing quality service is one of the keys to attracting and retaining customers. - correct answer True Most of the customers who stop doing business with you do so because of price. - correct answer False Selling creates an opportunity to provide service. - correct answer True An effective travel sales interaction should be focused on closing the sale. - correct answer False A professional travel agent's primary responsibility is making accurate reservations and processing travel documents. - correct answer False Which of the following would be considered benefits of a business hotel? - correct answer In-house audio and video technical team Offering a rental car to a customer who just made an air reservation is an example of - correct answer cross-selling Customer-focused selling depends primarily on your ability to - correct answer act as a consultant Customers usually are more interested in how the travel experience will benefit them than in the inherent features of the travel products. - correct answer True When selling by telephone, you should compensate for the absence of nonverbal cues by paying closer attention to your words and voice. - correct answer True Bringing the customer to a purchase decision represents the final step in the sales process. - correct answer False Which of the following behaviors lets customers on the telephone know that you're listening to them? - correct answer Verbal feedback A model that describes the flow from one step to another in an ideal sales situation - correct answer sales cycle Interpersonal communication describes the messages that your brain sends to your body to achieve desired behaviors - correct answer False Listening and hearing involve essentially the same communication processes. - correct answer False Nonverbal communication accounts for about what percent of the meaning we share in a normal face-to-face, two-person communication. - correct answer 55% Which of the following is an effective listening strategy? - correct answer Provide feedback by asking questions and nodding It's generally a good idea to use travel industry terminology with your clients to demonstrate your knowledge and competence. - correct answer False