The Travel Institute CTA Exam
Questions with Correct Answers
social media - Answer-chat rooms, discussion boards, blogs, websites, social media
are great places to get a discussion going.
surveys - Answer-formal to very simple to measure satisfaction of internal and
external customers
Q: selling creates an opportunity to provide service - Answer-True
Q: customers do not want you to admit when a mistake has been made. They simply
want it corrected. - Answer-False
Q: The first step in implementing a customer service orientation in an organization is
to? - Answer-survey customers about service expectations
Q: Which of the following strategies is least effective when saying no to a customer?
- Answer-citing company policy
Q: Which of the following steps in a problem resolution process should occur after
you select a strategy? - Answer-Document and follow-up
Q: Providing quality service is one of keys to attracting and retaining customers -
Answer-True
Q: When handling a customer's complaint the first thing to do is? - Answer-listen and
acknowledge the customer's problem
Q: Providing quality service for your internal customers is as important as providing it
for your external customers? - Answer-true
Q: Which method for obtaining customers feedback allows customers to meet &
share concerns in informal unscripted way? - Answer-Focus Groups
Q: Most of the customers who stop doing business with you do so because of price. -
Answer-False
Acknowledge - Answer-Listening technique used to show customers that you value
what they are saying.
Benefits - Answer-The positive results provided by travel products, as perceived by
the customer
Clarify - Answer-Listening technique used to get more information about your
customers' needs
Close the Sale - Answer-Successfully lead a customer to a buying decision
,Closed questions - Answer-Questions that invite precise, brief answers, usually in
the form of yes or no.
Confirm - Answer-Listening technique used to check your understanding of the
customer's needs.
Cross-Selling - Answer-offering extra products and services that go beyond a core
product, such as a rental car with an air ticket
Customer-focused selling - Answer-the sales approach in which salespeople act as
consultants whose knowledge, skill, and motivation will lead buyers to purchase
decisions that best suit their needs.
Features - Answer-the inherent characteristics of a product or service
Jargon - Answer-specialized terminology used by people who share a similar
profession, such as travel
Lead - Answer-the initial point of contact that directs you to new prospects
Open Questions - Answer-Q's that encourage people to talk, such as "What did you
have in mind?" or "How have you enjoyed traveling in the past?"
Preferred Suppliers - Answer-Travel providers that have negotiated extra
commission rates with your agency based on attainment of sales objectives.
Probing - Answer-Asking questions to delve deeper for more information
Prospecting - Answer-The process of finding new customers or identifying
prospective purchasers.
Qualifying - Answer-The process of asking thoughtful questions and listening for key
responses to determine the customer's travel needs.
Sales Cycle - Answer-A series of interrelated steps that describes the sales process.
Situational selling - Answer-The sales technique that requires skilled sales
professionals to adapt the steps of the sales cycle appropriately to both satisfy the
customer's needs and keep the process moving toward a buying decision.
Trial Closing - Answer-The technique of asking questions like "How does that
sound?" or "Will that work for you?" throughout the sales process in an attempt to
gain your customers' agreement and move them closer to the close of the sale.
Upselling - Answer-Upgrading or converting the client to a more expensive or
inclusive version of a product or service, for example, an outside rather than an
inside cruise stateroom.
, Value - Answer-the relationship between the price of a good or a service and the
benefits that it offers its customers
Value-added - Answer-Additional services or products that support or enhance the
travel experience to make it more convenient for the customer.
Sales Cycle - Answer-In Buyer Interactions, Selling Requires Outstanding Customer
Focus.
Identify Customers
Build Trust
Identify Needs
Select Product
Recommend Product
Overcome Objections
Close the Sale and recap
Follow Up
Q: A model that describes the flow from one step to another in an ideal sales
situation. - Answer-Sales cycle
Q: Offering a rental car to a customer who just made an air reservation is an
example of... - Answer-Cross-Selling
Q: A professional travel agent's primary responsibility is making accurate
reservations and processing travel documents... - Answer-False
Q: Which of the following behaviors lets customers on the telephone know that
you're listening to them? - Answer-Verbal Feedback
Q: When selling by telephone, you should compensate for the absence of nonverbal
cues by paying closer attention to your words and voice. - Answer-True
Q: Customer-focused selling depends primarily on your ability to... - Answer-Act as a
consultant
Q: An effective travel sales interaction should be focused on closing the sale -
Answer-False
Q: Bringing the customer to a purchase decision represents the final step in the
sales process. - Answer-False
Q: Which of the following would be considered benefits of a business hotel? -
Answer-in-house audio and video technical team
Q: Customers usually are more interested in how the travel experience will benefit
them than in the inherent features of the travel product. - Answer-True
Active Listening - Answer-The level of listening that requires our highest degree of
involvement; listening to help others by using verbal and nonverbal responses to
express empathy for the speaker; listening for feelings and emotions.
Questions with Correct Answers
social media - Answer-chat rooms, discussion boards, blogs, websites, social media
are great places to get a discussion going.
surveys - Answer-formal to very simple to measure satisfaction of internal and
external customers
Q: selling creates an opportunity to provide service - Answer-True
Q: customers do not want you to admit when a mistake has been made. They simply
want it corrected. - Answer-False
Q: The first step in implementing a customer service orientation in an organization is
to? - Answer-survey customers about service expectations
Q: Which of the following strategies is least effective when saying no to a customer?
- Answer-citing company policy
Q: Which of the following steps in a problem resolution process should occur after
you select a strategy? - Answer-Document and follow-up
Q: Providing quality service is one of keys to attracting and retaining customers -
Answer-True
Q: When handling a customer's complaint the first thing to do is? - Answer-listen and
acknowledge the customer's problem
Q: Providing quality service for your internal customers is as important as providing it
for your external customers? - Answer-true
Q: Which method for obtaining customers feedback allows customers to meet &
share concerns in informal unscripted way? - Answer-Focus Groups
Q: Most of the customers who stop doing business with you do so because of price. -
Answer-False
Acknowledge - Answer-Listening technique used to show customers that you value
what they are saying.
Benefits - Answer-The positive results provided by travel products, as perceived by
the customer
Clarify - Answer-Listening technique used to get more information about your
customers' needs
Close the Sale - Answer-Successfully lead a customer to a buying decision
,Closed questions - Answer-Questions that invite precise, brief answers, usually in
the form of yes or no.
Confirm - Answer-Listening technique used to check your understanding of the
customer's needs.
Cross-Selling - Answer-offering extra products and services that go beyond a core
product, such as a rental car with an air ticket
Customer-focused selling - Answer-the sales approach in which salespeople act as
consultants whose knowledge, skill, and motivation will lead buyers to purchase
decisions that best suit their needs.
Features - Answer-the inherent characteristics of a product or service
Jargon - Answer-specialized terminology used by people who share a similar
profession, such as travel
Lead - Answer-the initial point of contact that directs you to new prospects
Open Questions - Answer-Q's that encourage people to talk, such as "What did you
have in mind?" or "How have you enjoyed traveling in the past?"
Preferred Suppliers - Answer-Travel providers that have negotiated extra
commission rates with your agency based on attainment of sales objectives.
Probing - Answer-Asking questions to delve deeper for more information
Prospecting - Answer-The process of finding new customers or identifying
prospective purchasers.
Qualifying - Answer-The process of asking thoughtful questions and listening for key
responses to determine the customer's travel needs.
Sales Cycle - Answer-A series of interrelated steps that describes the sales process.
Situational selling - Answer-The sales technique that requires skilled sales
professionals to adapt the steps of the sales cycle appropriately to both satisfy the
customer's needs and keep the process moving toward a buying decision.
Trial Closing - Answer-The technique of asking questions like "How does that
sound?" or "Will that work for you?" throughout the sales process in an attempt to
gain your customers' agreement and move them closer to the close of the sale.
Upselling - Answer-Upgrading or converting the client to a more expensive or
inclusive version of a product or service, for example, an outside rather than an
inside cruise stateroom.
, Value - Answer-the relationship between the price of a good or a service and the
benefits that it offers its customers
Value-added - Answer-Additional services or products that support or enhance the
travel experience to make it more convenient for the customer.
Sales Cycle - Answer-In Buyer Interactions, Selling Requires Outstanding Customer
Focus.
Identify Customers
Build Trust
Identify Needs
Select Product
Recommend Product
Overcome Objections
Close the Sale and recap
Follow Up
Q: A model that describes the flow from one step to another in an ideal sales
situation. - Answer-Sales cycle
Q: Offering a rental car to a customer who just made an air reservation is an
example of... - Answer-Cross-Selling
Q: A professional travel agent's primary responsibility is making accurate
reservations and processing travel documents... - Answer-False
Q: Which of the following behaviors lets customers on the telephone know that
you're listening to them? - Answer-Verbal Feedback
Q: When selling by telephone, you should compensate for the absence of nonverbal
cues by paying closer attention to your words and voice. - Answer-True
Q: Customer-focused selling depends primarily on your ability to... - Answer-Act as a
consultant
Q: An effective travel sales interaction should be focused on closing the sale -
Answer-False
Q: Bringing the customer to a purchase decision represents the final step in the
sales process. - Answer-False
Q: Which of the following would be considered benefits of a business hotel? -
Answer-in-house audio and video technical team
Q: Customers usually are more interested in how the travel experience will benefit
them than in the inherent features of the travel product. - Answer-True
Active Listening - Answer-The level of listening that requires our highest degree of
involvement; listening to help others by using verbal and nonverbal responses to
express empathy for the speaker; listening for feelings and emotions.
