CERTIFIED TRAVEL AGENT EVALUATION EXAM QUESTIONS
AND SOLUTIONS MARKED A+
✔✔Benefits - ✔✔The positive results provided by travel products, as perceived by the
customer
✔✔Clarify - ✔✔Listening technique used to get more information about your customers
needs.
✔✔Close the sale - ✔✔Obtaining a commitment from the customer to make a purchase
✔✔Closed Questions - ✔✔Questions that can usually be answered with yes or no.
✔✔Confirm - ✔✔Listening technique used to check your understanding of the
customers needs
✔✔Cross-selling - ✔✔A selling method that occurs when customers buy additional
products or services after the initial purchase like a rental car with an airline ticket.
✔✔Customer-focused selling - ✔✔The sales approach in which salespeople act as
consultants whose knowledge, skill and motivation will lead buyers to purchase
decisions that best suits their needs
✔✔Features - ✔✔Characteristics of a product that provides value to the customer
✔✔Open Questions - ✔✔broad based questions that ask the interviewee to provide
perspective, ideas, information, or opinions
✔✔Preferred suppliers - ✔✔Travel agencies have written agreements with suppliers
know as the preferred supplier agreement, Agencies depend on suppliers to develop
products and services and select suppliers
✔✔Probing - ✔✔Asking questions to delve deeper for more information
✔✔Prospecting - ✔✔The process of finding new customers, or identifying prospective
purchasers
✔✔Qualifying - ✔✔in the selling process, making sure that people have a need for the
product, the authority to buy a specific product.
✔✔sales cycle - ✔✔- steps that a salesperson goes through to sell a particular product
or servic
, ✔✔Situational selling - ✔✔The sales technique which 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 decission
✔✔Trial Closing - ✔✔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 a close of the sale
✔✔Upselling - ✔✔A technique that promotes the sale of items of a better quality or of a
larger size than what was originally contemplated. For example an outside or balcony
stateroom instead of an inside.
✔✔Value - ✔✔The relationship between price paid and performance or benefits
recieved
✔✔Value-added - ✔✔Additional service or products that support or enhance the travel
experience, or make it more convenient for the customer
✔✔A-B-C Method - ✔✔A Time management strategy that allows you to arrange your
daily tasks according to priority.
✔✔Back-to-back ticketing - ✔✔An unethical ticketing practice in which clients buy two
round trip discount tickets 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.
✔✔Card Mills - ✔✔Organizations that sell travel agent id cards to the public for access
to agent only rates.
✔✔Doublebooking - ✔✔An unethical reservation practice of booking two reservations
for the same date and time.
✔✔ethics - ✔✔A set of beliefs about right and wrong, good and bad.
✔✔Hidden City Ticketing - ✔✔An unethical ticketing practice in which clients buy a less
expensive ticket with a connection in a city then use that connection as their destination.
✔✔Profession - ✔✔An individual with specialized skills and abilities working on his or
her are of experience.
✔✔Professional - ✔✔A person who is engaged in an activity as means of livelihood;
such as a permanent career, not as a pastime.
AND SOLUTIONS MARKED A+
✔✔Benefits - ✔✔The positive results provided by travel products, as perceived by the
customer
✔✔Clarify - ✔✔Listening technique used to get more information about your customers
needs.
✔✔Close the sale - ✔✔Obtaining a commitment from the customer to make a purchase
✔✔Closed Questions - ✔✔Questions that can usually be answered with yes or no.
✔✔Confirm - ✔✔Listening technique used to check your understanding of the
customers needs
✔✔Cross-selling - ✔✔A selling method that occurs when customers buy additional
products or services after the initial purchase like a rental car with an airline ticket.
✔✔Customer-focused selling - ✔✔The sales approach in which salespeople act as
consultants whose knowledge, skill and motivation will lead buyers to purchase
decisions that best suits their needs
✔✔Features - ✔✔Characteristics of a product that provides value to the customer
✔✔Open Questions - ✔✔broad based questions that ask the interviewee to provide
perspective, ideas, information, or opinions
✔✔Preferred suppliers - ✔✔Travel agencies have written agreements with suppliers
know as the preferred supplier agreement, Agencies depend on suppliers to develop
products and services and select suppliers
✔✔Probing - ✔✔Asking questions to delve deeper for more information
✔✔Prospecting - ✔✔The process of finding new customers, or identifying prospective
purchasers
✔✔Qualifying - ✔✔in the selling process, making sure that people have a need for the
product, the authority to buy a specific product.
✔✔sales cycle - ✔✔- steps that a salesperson goes through to sell a particular product
or servic
, ✔✔Situational selling - ✔✔The sales technique which 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 decission
✔✔Trial Closing - ✔✔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 a close of the sale
✔✔Upselling - ✔✔A technique that promotes the sale of items of a better quality or of a
larger size than what was originally contemplated. For example an outside or balcony
stateroom instead of an inside.
✔✔Value - ✔✔The relationship between price paid and performance or benefits
recieved
✔✔Value-added - ✔✔Additional service or products that support or enhance the travel
experience, or make it more convenient for the customer
✔✔A-B-C Method - ✔✔A Time management strategy that allows you to arrange your
daily tasks according to priority.
✔✔Back-to-back ticketing - ✔✔An unethical ticketing practice in which clients buy two
round trip discount tickets 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.
✔✔Card Mills - ✔✔Organizations that sell travel agent id cards to the public for access
to agent only rates.
✔✔Doublebooking - ✔✔An unethical reservation practice of booking two reservations
for the same date and time.
✔✔ethics - ✔✔A set of beliefs about right and wrong, good and bad.
✔✔Hidden City Ticketing - ✔✔An unethical ticketing practice in which clients buy a less
expensive ticket with a connection in a city then use that connection as their destination.
✔✔Profession - ✔✔An individual with specialized skills and abilities working on his or
her are of experience.
✔✔Professional - ✔✔A person who is engaged in an activity as means of livelihood;
such as a permanent career, not as a pastime.
