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Certified Travel Associate (CTA) > Final Quiz > Flashcards

Final Quiz Flashcards

1
Q

Taking mental vacations and exercising regularly are ways of

A. displaying ethical behavior
B. managing stress
C. enhancing professionalism through education
D. managing your time

A

B. managing stress

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2
Q

Your professional image describes the way you look, not the way you act. True or False

A

False

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3
Q

If you can manage your time more effectively, you should be able to reduce stress. True or False

A

True

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4
Q

A professional possesses the necessary knowledge and skills for the job as well as

A. an expensive business suit
B. sporadic education and training
C. the willingness to give the agency’s interests priority over the client’s interests
D. a commitment to ethical behavior

A

D. a commitment to ethical behavior

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5
Q

A commitment to ongoing education and training

A. is not necessary one you’ve gotten the job
B. is too costly for most travel industry employees
C. is the mark of a professional
D. can create a problem with ethical decisions

A

C. is the mark of a professional

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6
Q

Ethically speaking, taking the high road means following the path of least resistance. True of False

A

False

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7
Q

Disclosing information that is factually inaccurate is ethical if it closes the sale. True of False

A

False

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8
Q

Professionalism implies a commitment to the standards of an occupation and the interests of the client. True or False

A

True

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9
Q

A loyal customer asks you to do something unethical. You

A. offer an alternative solution
B. avoid the situation by not taking the customer’s call
C. explain to the customer why is is unethical
D. do it anyway, the customer is always right

A

A. offer an alternative solution

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10
Q

A professional code of ethics should

A. disclose accurate information
B. undermine the integrity of dominant
C. use false or deceptive advertising practices
D. misrepresent services provided when necessary

A

A. disclose accurate information

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11
Q

When handling a customer complaint, the first thing to do is

A. listen and acknowledge the customer’s problem
B. explain the company policies
C. get argumentative with the customer
D. offer an immediate solution

A

A. listen and acknowledge the customer’s problem

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12
Q

Customers do not want you to admit when a mistake has been made. They simply want the mistake corrected. True of False

A

False

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13
Q

Which of the following steps in a problem resolution process should occur after you select a strategy?

A. accept responsibility
B. document and follow up
C. acknowledge the problem
D. collect the facts

A

B. document and follow up

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14
Q

Selling creates an opportunity to provide service. True or False

A

True

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15
Q

Which of the following methods of obtaining customer feedback allows customers to meet and share their concerns in an informal, unscripted way?

A. email surveys
B. telephone surveys
C. social media
D. focus groups

A

D. focus groups

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16
Q

Providing quality service is one of the keys to attracting and retaining customers. True or False

A

True

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17
Q

The first step in implementing a customer service orientation in an organization is to

A. survey customers about service expectations
B. establish service standards
C. monitor service delivery
D. handle problems efficiently

A

A. survey customers about service expectations

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18
Q

Which of the following strategies is least effective when saying no to a customer?

A. citing company policy
B. offering alternatives
C. using the facts
D. remaining calm

A

A. citing company policy

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19
Q

Providing quality service for your internal customers is as important as providing it for your external customers. True or False

A

True

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20
Q

Most of the customers who stop doing business with you do so because of price. True or False

A

False

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21
Q

Bringing the customer to a purchase decision represents the final step in the sales process. True or False

A

False

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22
Q

When selling by telephone, you should compensate for the absence of nonverbal cues by paying closer attention to your words and voice. True or False

A

True

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23
Q

Which of the following would be considered benefits of a business hotel?

A. Three restaurants on property
B. Internet connection in every room
C. In-house audio and video technical team
D. Fully equipped fitness center

A

C, in-house audio and video technical team

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24
Q

A model that describes the flow from one step to another in an ideal sales situation

A. sales prospect
B. situational sale
C. sales cycle
D. customer-focused sale

A

C. sales cycle

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25
Q

Customer-focused selling depends primarily on your ability to:

A. act as a consultant
B. process tickets
C. sell preferred suppliers
D. make reservations

A

A. act as a consultant

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26
Q

An effective travel sales interaction should be focused on closing the sale. True or False

A

False

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27
Q

Customers usually are more interested in how the travel experience will benefit them than in the inherent features of the travel products. True or False

A

True

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28
Q

A professional travel agent’s primary responsibility is making accurate reservations and processing travel documents. True or False

A

False

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29
Q

Which of the following behaviors lets customers on the telephone know that you’re listening to them?

A. verbal feedback
B. note taking
C. sincere greeting
D. clear explanation of product

A

A. verbal feedback

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30
Q

Offering a rental car to a customer who just made an air reservation is an example of

A. cross-selling
B. upselling
C. feature selling
D. benefit selling

A

A. cross selling

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31
Q

Part of being a good interpersonal communicator is appreciating and responding to cultural differences in communication. True or False

A

True

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32
Q

Nonverbal communication accounts for about what percent of the meaning we share in a normal face-to-face, two-person communication.

A. 76%
B. 38%
C. 14%
D. 55%

A

D. 55%

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33
Q

Travel professionals use active listening when they

A. empathize with their clients’ feelings
B. remember what their clients say
C. decide between two suppliers
D. focus on the facts their clients discussed.

A

A. empathize with their clients’ feelings

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34
Q

Which of the following is an effective listening strategy?

A. turn slightly away from the speaker
B. provide feedback by asking questions and nodding
C. prepare your response while the speaker is talking
D. politely interrupt to avoid wasting time

A

B. provide feedback by asking questions and nodding

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35
Q

It’s generally a good idea to use travel industry terminology with your clients to demonstrate your knowledge and competence. True or False

A

False

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36
Q

Most travel professionals spend more time listening than speaking or writing. True of False

A

True

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37
Q

Interpersonal communication describes the messages that your brain sends to your body to achieve desired behaviors. True or False

A

False

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38
Q

Words, meaning, and tone of voice are all essential characteristics of

A. Verbal communication
B. Active listening
C. Nonverbal communication
D. Body Language

A

A, Verbal communication

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39
Q

Listening and hearing involve essentially the same communication processes. True or False

A

False

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40
Q

Which of the following is not an element of the basic communication process?

A. Feedback
B. Time
C. Noise
D, Sender

A

B. Time

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41
Q

Which of the following is not a characteristic of a productive team?

A. Emphasis is more on “we” rather than on “us and them”
B. A constant high level of communication among members is maintained
C. Leadership is shared with every team member
D. Team members have individual missions

A

D. Team members have individual missions

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42
Q

Shy people are ineffective networkers. True or False

A

False

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43
Q

Kavan Jordan’s goal is to conduct acceptable orientations for all new travel counselors by the end of the calendar year. Which of the basic criteria of goal setting is missing from this statement?

A. No date is given for reviewing the goal
B. None, the goal is fine the way it is written
C. It does not focus on an important result
D. it is not measurable

A

D. it is not measurable

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44
Q

The first step in solving a problem is to

A. identify the problem
B. determine if it is really a problem
C. sense the problem
D. gather necessary information

A

C. sense the problem

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45
Q

A team member who attempts to compromise or bargain with other team members demonstrates which of the following approaches to resolving conflict?

A. Ignoring
B. Controlling
C. Negotiating
D. Demanding

A

C. Negotiating

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46
Q

Which of the steps below should be taken initially to ensure conflict is viewed positively?

A. Regularly elicit and communicate true thoughts and feelings
B. Increase efficiency and effectiveness in your agency (department) to reduce conflict
C. Handle the urgent items on a “to do” list as quickly as possible
D. Clearly identify what is causing a conflict

A

A Regularly elicit and communicate true thoughts and feelings

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47
Q

When it comes to making important team decisions, consensus is more effective than voting. True or False

A

True

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48
Q

A team should be given the freedom to act so that mistakes will be made and lessons can be learned. True or False

A

True

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49
Q

When dealing with conflict, teams need to negotiate more than innovate. True or False

A

False

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50
Q

During team meetings, team members should thoroughly discuss why things can happen before debating why they cannot. True or False

A

True

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51
Q

Successful people have fun at what they are doing. True or False

A

True

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52
Q

Success is based on what you know. True or False

A

False

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53
Q

Which of the following describes an internal time waster that is within your control?

A. Procrastination
B. Telephone Calls
C. Paperwork
D. Meetings

A

A. Procrastination

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54
Q

A tool that requires you to keep a diary of your activities to show you how you use your time is known as a

A. Plan
B. Schedule
C. Time Log
D. Time Manager

A

C. Time Log

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55
Q

The best way to get the job done is to do it yourself. True or False

A

False

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56
Q

A well-thought-out plan can shorten the gap between what you want to accomplish and what you actually do accomplish. True or False

A

True

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57
Q

The Pareto Principle states that

A. 20 percent of the work gets done in 80 percent of the time
B. Time is used as a standard in which to measure work
C. Work expands to fill the time available
D. 80 percent of the work gets done in 20 percent of the time.

A

D. 80 percent of the work gets done in 20 percent of the time.

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58
Q

Developing your planning, conceptual and perception skills demonstrates a focus on which of the following type of behavior?

A. Intellectual
B. Managerial
C. Interpersonal
D. Emotional

A

B. Managerial

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59
Q

If you postpone work to the last minute, you likely will do a better job. True or False

A

False

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60
Q

By asking yourself if a task relates to your mission, you are attempting to prioritize the task by determining its relative

A. Importance
B. Political Ramification
C. Urgency
D. Time Requirement

A

A. importance

61
Q

Travel competes with other luxury items, such as high-end audio and video systems, for discretionary spending. True or False

A

True

62
Q

In general, business travelers will be least concerned with which of the following?

A. Accurate Reservations
B. Economical Accommodations
C. Access to Business Services
D. Convenient Flight Schedules

A

B. Economical Accomodations

63
Q

Which type of traveler is most likely to seek out unique, novel, and adventurous travel experiences?

A. near psychocentric
B. allocentric
C. near allocentric
D. psychocentric

A

B. allocentric

64
Q

Affinity group travel includes travel for people with similar hobbies or lifestyles. True or False

A

True

65
Q

People who are primarily worried about keeping a roof over their heads will be equally concerned with what others think of them. True or False

A

False

66
Q

Which of the following is considered a psychographic characteristic?

A. Marital status
B. Travel preferences
C. Income
D. Age

A

B. Travel preferences

67
Q

Which of the following questions is not necessary to satisfy your customer’s travel needs?

A. Why is the customer traveling?
B. Want is the customer’s annual income?
C. Who is traveling?
D. When are the dates of travel?

A

B. Want is the customer’s annual income?

68
Q

Travel is sometimes awarded by companies as an incentive to achieve company goals. True or False

A

True

69
Q

In general, affinity group travelers attending a family event will be most concerned with which of the following?

A. convenient flight schedules
B. connecting time between flights
C. transfers between airport and hotel
D. economical transportation

A

D. economical transportation

70
Q

Psychocentric travelers are the first to travel to a new destination. True or False

A

False

71
Q

There’s not much of a difference in the potential for fraud between doing business face-to-face and doing business over the telephone. True of False

A

False

72
Q

If your agency does business via its website, you will probably have to

A. All of the above
B. make extra telephone calls to verify that the information given is correct
C. use AVS
D. exercise caution if the client has a free Web-based e-mail address

A

A. All of the above

73
Q

If you are able to get a credit card imprint and check the signature, it’s not necessary to check other information on the card. True of False

A

False

74
Q

The first step in a face-to-face credit card transaction is to:

A. Check that the credit card security features indicate that the card is legitimate
B. ask to see a driver’s license
C. request an authorization
D. ask the client to read and sign a disclosure statement detailing the terms of sale

A

A. Check that the credit card security features indicate that the card is legitimate

75
Q

When a corporate client wants to pay for a business trip with a credit card,

A. you should check whether he is on the approved-to-travel list and get confirmation from the employer
B. you don’t need to verify that he’s approved to travel for the company if he’s a long-time client
C. It’s okay to obtain one authorization that covers several tickets
D. you don’t need to send a disclosure of terms if you have sent him one recently.

A

A. you should check whether he is on the approved-to-travel list and get confirmation from the employer

76
Q

If it’s difficult to obtain an authorization for a credit card charge, it’s okay to complete the transaction and get the authorization later. True or False

A

False

77
Q

When accepting a credit card payment over the telephone from a client,

A. none of the above
B. require that the client come in to the agency to give an imprint of the card if it is a first time transaction
C. don’t worry too much if the client can’t give you all the information because you can get it later
D. you don’t need to send a written statement id the client seems to understand the conditions.

A

A. none of the above

78
Q

Chip-enabled credit cards that appear on the face of your credit card can help prevent your online payment credentials from being stolen. True or False

A

False

79
Q

A hub-and-spoke surface routing is effective when planning itineraries in areas where major cities and points of interest are spread out. True or False

A

False

80
Q

A Canadian tour that includes towns such as Yarmouth, Halifax, and Charlottetown is said to be part of which itinerary?

A. Candian Rockies
B. Niagra Ontario
C. Canadian Maritime
D. French Canadian

A

C. Canadian Maritime

81
Q

The three major regions in Africa popular for independent travel are Egypt, South Africa, and the two countries of ______ and _______ for safari itineraries.

A. Kenya and Morocco
B. Zimbabwe and Sudan
C. Kenya and Tanzania
D. Tanzania and Zimbabwe

A

C. Kenya and Tanzania

82
Q

Starting in Berlin, which city would not be included in a ten-day self-drive itinerary visiting the capitals and major sights of eastern Europe?

A. Warsaw
B. Prague
C. Budapest
D. Moscow

A

D Moscow

83
Q

After you qualify the client and conduct destination research, your next step when planning itineraries is to

A. write the day-to-day plan
B. book arrival and return air or surface transportation
C. book accommodations
D. schedule sightseeing activities

A

B. book arrival and return air or surface transportation

84
Q

The cities of Nanjing and Chongqing are often included on a “Golden Route” itinerary of China. True or False

A

False

85
Q

Morocco is often included in itineraries through Iberia. True or False

A

True

86
Q

PRIDE stands for five important guidelines when planning itineraries: pace, routing, interest, details, and energy. True or False

A

True

87
Q

An advantage of an open-jaw surface routing (as opposed to a circle trip) is to enable the traveler to visit places located far apart within a short time. True or False

A

True

88
Q

When you are planning a self-drive itinerary, a good rule of thumb is to restrict the amount of driving to no more than how many miles?

A. 50 miles per day
B. 20 miles per day
C. 300 miles per day
D. 150 miles per day

A

D. 150 miles per day

89
Q

Agents who book an all-inclusive vacation earn commission on all of the following except:

A. Meals
B. Accommodations
C. Entertainment
D. Departure Taxes

A

D. Departure Taxes

90
Q

For a resort to call itself all-inclusive, it must include every element of a customer’s vacation in one up-front price. True or False

A

False

91
Q

Which of the following would be considered a unique selling feature of an all-inclusive?

A. Nightly entertainment included
B. Accommodations included
C. Meals included
D. Manicure and pedicure included

A

D. Manicure and pedicure included

92
Q

The basic all-inclusive price may not always include:

A. Activities
B. Accommodations
C. Meals
D. Transfers

A

D. Transfers

93
Q

The all-inclusive market is homogeneous, comprised exclusively of couples. True or False

A

False

94
Q

Which of the following is the first thing you should do when selling an all-inclusive vacation?

A. Support the customer’s concerns with facts and benefits
B. Determine the client’s characteristics and needs
C. Identify the client’s budget
D. Recommend the resort that best suits the client’s needs

A

B. Determine the client’s characteristics and needs

95
Q

Differentiating among the various all-inclusive options is essential for effectively selling them. True or False

A

True

96
Q

The quality of accommodations and dining is typically compromised to compensate for the all-inclusive price. True or False

A

False

97
Q

Which of the following steps is the best way to decide which all-inclusive resort to recommend to your customer?

A. Choose a resort based on the needs of your customer.
B. Recommend the property you sell most often.
C. Ask the customer to select from a variety of brochures.
D. Recommend the property you know best.

A

A. Choose a resort based on the needs of your customer.

98
Q

While all-inclusive bookings are profitable, booking them is usually a complex and time-consuming process. True or False

A

False

99
Q

For database marketing to help you identify prospects for escorted vacation sales, you must

A. seek co-op funds from your escorted vacation supplier
B. send direct mail
C. keep detailed records of your clients
D. write a press release

A

C. keep detailed records of your clients

100
Q

Escorted vacations are getting shorter in response to current trends. True of False

A

True

101
Q

Knowing the destinations (and their seasonality) on an escorted vacation itinerary is an important part of

A. making a recommendation.
B. identifying your client’s needs.
C. handling objections.
D. following up.

A

A. making a recommendation.

102
Q

When selling escorted vacations, you should emphasize features of the tour rather than the entire vacation experience. True or False

A

False

103
Q

Escorted vacations are designed for older, inactive travelers. True or False

A

False

104
Q

A vacation package that includes the services of a professional tour director or escort from arrival to departure points on an itinerary is known as a(n)

A. independent tour.
B. excursion.
C. escorted vacation.
D. hosted tour.

A

C. escorted vacation.

105
Q

Escorted vacations provide a good opportunity to market and sell to groups. True or False

A

True

106
Q

Which of the following is a common misconception of escorted vacations?

A. Good value
B. Opportunity to meet other travelers
C. Superficial itineraries
D. Variety of cuisine

A

C. Superficial itineraries

107
Q

Escorted vacation clients tend to be loyal and knowledgeable. True or False

A

True

108
Q

Escorted vacations appeal to consumers because they offer

A. little exposure to local cultures.
B. good value.
C. no interaction with other travelers.
D. limited sightseeing.

A

B. good value.

109
Q

Xian is a historic city in China that is most famous for the 8,000 terra cotta statues that were excavated. True or False

A

True

110
Q

Rail travel in Europe is strongly recommended because the trains are some of the most advanced and punctual in the entire world. True or False

A

True

111
Q

Which of the following is not an archeological site in Mexico?

A. Machu Picchu
B. Tulum
C. Chichen Itza
D. Uxmal

A

A. Machu Picchu

112
Q

Which of the following is not a unique rail service offered in Europe?

A. Al Andalus
B. Royal Scotsman
C. The Blue Train
D. Venice Simplon Orient Express

A

C. The Blue Train

113
Q

The wind blows east to west through the Caribbean. Which coast of the island of Barbados would experience the calmest weather and the least amount of rain?

A. west
B. north
C. south
D. east

A

A. West

114
Q

Which of the following is not a true statement?

A. Costa del Sol and the Costa Brava are both key resort areas in Portugal.

B. A typical one-day trip from London can include visits to Windsor Castle or Greenwich.

C. Peloponnese is a large peninsula in Greece with many archeological treasures.

D. Brussels, Amsterdam, and Luxembourg are capital cities of the Benelux countries.

A

A. Costa del Sol and the Costa Brava are both key resort areas in Portugal.

115
Q

You would recommend renting a car in Bermuda to see the island. True or False

A

False

116
Q

It is 9:00 a.m. in Los Angeles (GMT -8). What time is it in Athens, Greece (GMT +2)?

A. 11:00 p.m.
B. 3:00 p.m.
C. 5:00 p.m.
D. 7:00 p.m

A

D. 7:00 pm

117
Q

The Prime Meridian is a line of longitude at which the date changes. True or False

A

False

118
Q

Both Tahiti and Fiji are part of Polynesia in the Pacific. True or False

A

False

119
Q

If your client misses her plane due to a traffic accident, even though she was not involved, she is covered. True or False

A

True

120
Q

Your client is covered, under most travel insurance policies, if he is unable to travel because his employer canceled his vacation. True or False

A

False

121
Q

If your clients injure themselves before trip departure, their policy should include

A. trip cancellation/trip interruption insurance.
B. travel accident insurance.
C. trip delay insurance.
D. medical/dental insurance.

A

A. trip cancellation/trip interruption insurance.

122
Q

The benefits of offering insurance for the agent and agency include

A. increased customer confidence/loyalty.
B. additional commission.
C. partial protection from litigation.
D. all of the above.

A

D. all of the above.

123
Q

If you sell 1,000 travel insurance policies at $100 each and earn a 35 percent commission, what is your total commission income?

A. $350.00
B. $3,500.00
C. $35,000.00
D. $35.00

A

C. $35,000.00

124
Q

If, during her trip, your client drops her camera in the pool and ruins it, she is covered by her baggage coverage insurance. True or False

A

True

125
Q

Medicare does not provide any coverage while you are a passenger on a cruise ship registered in a foreign country. True or False

A

True

126
Q

Trip cancellation/trip interruption insurance covers all of the following, except

A. carrier-caused delays.
B. financial default by the airline.
C. acts of terrorism.
D. inclement weather.

A

A. carrier-caused delays.

127
Q

Pre-existing medical conditions are not covered by travel insurance. True or False

A

False

128
Q

If your clients need coverage for additional travel expenses after losing a passport, money, or travel documents, their policy should include what kind of insurance?

A. trip delay
B. trip cancellation/trip interruption
C. baggage delay
D. trip inconvenience

A

A. trip delay

129
Q

A concise overview of why you are in the business of selling your particular special interest niche is known as a

A. Marketing Strategy
B. Competitive Analysis
C. Mission Statement
D. Goal

A

C. Mission Statement

130
Q

The growth of special interest travel is limited to Baby Boomers, and Generations X and Y. True or False

A

False

131
Q

Selling to niche markets is more labor-intensive than selling mass-market products. True or False

A

True

132
Q

Your chosen specialty should be consistent with your own interests and that of your overall business plan. True or False

A

True

133
Q

Promoting special interest travel includes each of the following EXCEPT:

A. Image and Logo
B. Negotiating
C. Advertising
D. The internet and E-marketing

A

B. Negotiating

134
Q

If you’re purchasing print or online advertising for your specialty rather than the full-service nature of your business, it’s not necessary to find out which publications or websites your potential buyers read. Ture or False

A

False

135
Q

Which of the following travel experiences is not considered a special interest market?

A. Culinary Tours
B. Yoga Retreats
C. Adventure Tours
D, All-inclusive Resorts

A

D. All-inclusive Resorts

136
Q

The channels through which you’ve chosen to distribute your special interest travel product describe which aspect of your marketing strategy?

A. Product
B. Place
C. Promotion
D. Price

A

B. Place

137
Q

A marketing plan for a special interest travel business should include a description of the target audience. True or False

A

True

138
Q

Which of the following demographic groups demonstrates a growing trend toward luxury and several trips each year?

A. Affluents
B. Millennials
C. Senior Citizens
D. Baby Boomers

A

B. Millennials

139
Q

A business document that presents verifiable facts to assist in decision-making and is sales-oriented best describes a

A. Newsletter
B. Report
C. Proposal
D. Press Release

A

C. Proposal

140
Q

The ability to speak well is more important than the ability to write well in the travel business. True or False

A

False

141
Q

Letters and email messages should

A. be visually appealing to the reader
B. get the reader’s attention in the closing
C. be planned while being written
D. be proofread only if spell check is not available

A

A. be visually appealing to the reader

142
Q

Which grammatical rule applies for writing in the travel business?

A. Write in the active voice
B. Use the past tense whenever possible
C. Use semicolons instead of periods
D. Write in sentence fragments

A

A. Write in the active voice

143
Q

Before you write any type of business correspondence, you should determine your desired result. True or False

A

True

144
Q

Most of the basic principles of effective business writing don’t apply to email. True or False

A

False

145
Q

An effective email should have many short paragraphs instead of one long one. True or False

A

True

146
Q

Which of the following techniques is recommended for effective business writing?

A. Keep your reader’s attention by placing the most important information at the end of your document.
B. Present several main purposes throughout the document, indicated by sub headings.
C. Visualize your reader during the planning stages and while you are writing.
D. Use colloquial expressions and cliches to personalize your documents.

A

C. Visualize your reader during the planning stages and while you are writing.

147
Q

Writing concisely means

A. limiting documents to no more than one page
B. limiting the number of excess words and redundancies
C. choosing complex instead of simple words
D. using jargon to simplify your message

A

B. limiting the number of excess words and redundancies

148
Q

Proofreading is required only for itineraries and confirmation letters. True or False

A

False

Certified Travel Associate (CTA) (16 decks)

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