CERTIFIED TRAVEL AGENT COMPREHENSIVE EXAM
QUESTIONS AND SOLUTIONS MARKED A+
✔✔Authorization code- - ✔✔The indication from the credit card company that the card is
in good standing and has not been reported stolen and that the amount is not over the
credit limit.
✔✔Back-to-back ticketing- - ✔✔An unethical ticketing practice in which clients buy two
round-trip discount tickets for less than the cost of one round-trip ticket at full fare, thus
circumventing certain restrictions on the discount tickets by rearranging departures and
returns.
✔✔Baggage delay- - ✔✔Coverage that reimburses for the purchase of essential items,
such as toiletries and items needed until baggage is recovered if baggage is delayed
more than a certain number of hours.
✔✔Baggage loss- - ✔✔Coverage that reimburses for expenses incurred due to theft,
damage, or the mysterious disappearance of personal property.
✔✔Bays- - ✔✔Areas of ocean water, smaller than gulfs, that penetrate landmass but
are less enclosed by land.
✔✔Behaviors- - ✔✔The way people act.
✔✔Benefits- - ✔✔The positive results provided by travel products, as perceived by the
customer.
✔✔Body Language- - ✔✔Nonverbal body actions such as gestures, body movements,
facial expressions, eye behavior, and posture.
✔✔Branding- - ✔✔The marketing practice of creating a name, symbol, or design that
identifies and differentiates a product from other products.
✔✔Business travel- - ✔✔A category of travel that consists of travel services provided to
a business for an employee who is traveling to conduct the business of the firm.
✔✔Buyer psychology- - ✔✔The science of understanding why people make buying
decisions.
✔✔Bypassing- - ✔✔A communication error that occurs when people interpret words or
phrases differently.
✔✔Canyons- - ✔✔Deep, narrow valleys having high, steep cliffs.
,✔✔Capes- - ✔✔Land projections extending into the water that are shorter than
peninsulas.
✔✔Card mills- - ✔✔Organizations that sell travel agent identification cards to the
general public, under the guise of bona fide employment in the travel industry,
promoting access to travel industry discounts.
✔✔Card validation code- - ✔✔A three-digit security number in italics is imprinted in the
signature panel for MasterCard, VISA and Discover. The American Express card
number is printed on the face of the card and contains four digits. It is generated with a
mathematical algorithm to match only the account number of that card. When someone
is able to give this number, it proves that he or she has the card in hand.
✔✔Cays- - ✔✔Small and low islands comprised of sand and coral.
✔✔Chargeback- - ✔✔An amount that is charged back through the system to the
merchant. Generally, the bank notifies the merchant with a debit memo, which deducts
the amount of the transaction from the merchant's account.
✔✔Circle trip- - ✔✔A type of routing in which the beginning and ending point of the
itinerary is the same.
✔✔City sightseeing tour- - ✔✔A narrated sightseeing event that takes place wholly
within the city limits (standard length of time: one-half day or full day). It includes
transportation (usually motorcoach), services of a local guide, fees/admissions to local
attractions, and meals if applicable.
✔✔Clarify- - ✔✔Listening technique used to get more information about your customers'
needs.
✔✔Clarity- - ✔✔Principle of business writing that refers to the ability to write clearly.
✔✔Close the sale- - ✔✔Successfully lead a customer to a buying decision.
✔✔Closed Questions- - ✔✔Questions that limit the role of the person answering by
seeking a brief answer such as "yes" or "no."
✔✔Closeout- - ✔✔Finalization of a tour, cruise, or similar group travel project after
which time no further clients are accepted, any unsold air or hotel space is released,
and final lists and payments are sent to suppliers.
✔✔Collision loss/damage- - ✔✔Coverage that reimburses the cost of damage to, or
theft of, a rental car.
, ✔✔Completeness- - ✔✔Principle of business writing that involves presenting all the
facts your reader will need to understand and respond to your message.
✔✔Computer reservation system (CRS)- - ✔✔The computer system used to make
reservations; either the general system used for airlines or a particular system used by
the agency.
✔✔Conciseness- - ✔✔Principle of business writing that means writing the message in
as few words as possible.
✔✔Confirm- - ✔✔Listening technique used to check your understanding of the
customer's needs.
✔✔Conflict- - ✔✔A set of divergent aims, methods, and behaviors.
✔✔Connotative- - ✔✔Meaning that is subjective and emotional, like the definitions that
exist in the perceptions of our listeners.
✔✔Consortium- - ✔✔A collection of independently owned and managed agencies that
band together to increase their buying power.
✔✔Consumer Protection Plan- - ✔✔A plan offered by a company or an association that
protects customers' deposits and payments from loss in the event of company closure
or bankruptcy.
✔✔Continents- - ✔✔Largest land masses on earth that include: North America, South
America, Asia, Africa, Australia, Antarctica, Europe.
✔✔Cooperative (Co-Op) Advertising- - ✔✔An agreement between two parties to share
the cost of placing an advertisement and other promotional activities.
✔✔Copy- - ✔✔The written component of various marketing communications, such as
brochures and advertisements.
✔✔Core service- - ✔✔The products or services that you offer your customers. Core
service is your reason for being in business.
✔✔Correctness- - ✔✔Principle of business writing that means ensuring that what you've
written is accurate.
✔✔Courtesy- - ✔✔Principle of business writing that means including remarks in your
writing, showing consideration of your reader's interests and feelings.
QUESTIONS AND SOLUTIONS MARKED A+
✔✔Authorization code- - ✔✔The indication from the credit card company that the card is
in good standing and has not been reported stolen and that the amount is not over the
credit limit.
✔✔Back-to-back ticketing- - ✔✔An unethical ticketing practice in which clients buy two
round-trip discount tickets for less than the cost of one round-trip ticket at full fare, thus
circumventing certain restrictions on the discount tickets by rearranging departures and
returns.
✔✔Baggage delay- - ✔✔Coverage that reimburses for the purchase of essential items,
such as toiletries and items needed until baggage is recovered if baggage is delayed
more than a certain number of hours.
✔✔Baggage loss- - ✔✔Coverage that reimburses for expenses incurred due to theft,
damage, or the mysterious disappearance of personal property.
✔✔Bays- - ✔✔Areas of ocean water, smaller than gulfs, that penetrate landmass but
are less enclosed by land.
✔✔Behaviors- - ✔✔The way people act.
✔✔Benefits- - ✔✔The positive results provided by travel products, as perceived by the
customer.
✔✔Body Language- - ✔✔Nonverbal body actions such as gestures, body movements,
facial expressions, eye behavior, and posture.
✔✔Branding- - ✔✔The marketing practice of creating a name, symbol, or design that
identifies and differentiates a product from other products.
✔✔Business travel- - ✔✔A category of travel that consists of travel services provided to
a business for an employee who is traveling to conduct the business of the firm.
✔✔Buyer psychology- - ✔✔The science of understanding why people make buying
decisions.
✔✔Bypassing- - ✔✔A communication error that occurs when people interpret words or
phrases differently.
✔✔Canyons- - ✔✔Deep, narrow valleys having high, steep cliffs.
,✔✔Capes- - ✔✔Land projections extending into the water that are shorter than
peninsulas.
✔✔Card mills- - ✔✔Organizations that sell travel agent identification cards to the
general public, under the guise of bona fide employment in the travel industry,
promoting access to travel industry discounts.
✔✔Card validation code- - ✔✔A three-digit security number in italics is imprinted in the
signature panel for MasterCard, VISA and Discover. The American Express card
number is printed on the face of the card and contains four digits. It is generated with a
mathematical algorithm to match only the account number of that card. When someone
is able to give this number, it proves that he or she has the card in hand.
✔✔Cays- - ✔✔Small and low islands comprised of sand and coral.
✔✔Chargeback- - ✔✔An amount that is charged back through the system to the
merchant. Generally, the bank notifies the merchant with a debit memo, which deducts
the amount of the transaction from the merchant's account.
✔✔Circle trip- - ✔✔A type of routing in which the beginning and ending point of the
itinerary is the same.
✔✔City sightseeing tour- - ✔✔A narrated sightseeing event that takes place wholly
within the city limits (standard length of time: one-half day or full day). It includes
transportation (usually motorcoach), services of a local guide, fees/admissions to local
attractions, and meals if applicable.
✔✔Clarify- - ✔✔Listening technique used to get more information about your customers'
needs.
✔✔Clarity- - ✔✔Principle of business writing that refers to the ability to write clearly.
✔✔Close the sale- - ✔✔Successfully lead a customer to a buying decision.
✔✔Closed Questions- - ✔✔Questions that limit the role of the person answering by
seeking a brief answer such as "yes" or "no."
✔✔Closeout- - ✔✔Finalization of a tour, cruise, or similar group travel project after
which time no further clients are accepted, any unsold air or hotel space is released,
and final lists and payments are sent to suppliers.
✔✔Collision loss/damage- - ✔✔Coverage that reimburses the cost of damage to, or
theft of, a rental car.
, ✔✔Completeness- - ✔✔Principle of business writing that involves presenting all the
facts your reader will need to understand and respond to your message.
✔✔Computer reservation system (CRS)- - ✔✔The computer system used to make
reservations; either the general system used for airlines or a particular system used by
the agency.
✔✔Conciseness- - ✔✔Principle of business writing that means writing the message in
as few words as possible.
✔✔Confirm- - ✔✔Listening technique used to check your understanding of the
customer's needs.
✔✔Conflict- - ✔✔A set of divergent aims, methods, and behaviors.
✔✔Connotative- - ✔✔Meaning that is subjective and emotional, like the definitions that
exist in the perceptions of our listeners.
✔✔Consortium- - ✔✔A collection of independently owned and managed agencies that
band together to increase their buying power.
✔✔Consumer Protection Plan- - ✔✔A plan offered by a company or an association that
protects customers' deposits and payments from loss in the event of company closure
or bankruptcy.
✔✔Continents- - ✔✔Largest land masses on earth that include: North America, South
America, Asia, Africa, Australia, Antarctica, Europe.
✔✔Cooperative (Co-Op) Advertising- - ✔✔An agreement between two parties to share
the cost of placing an advertisement and other promotional activities.
✔✔Copy- - ✔✔The written component of various marketing communications, such as
brochures and advertisements.
✔✔Core service- - ✔✔The products or services that you offer your customers. Core
service is your reason for being in business.
✔✔Correctness- - ✔✔Principle of business writing that means ensuring that what you've
written is accurate.
✔✔Courtesy- - ✔✔Principle of business writing that means including remarks in your
writing, showing consideration of your reader's interests and feelings.
