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Certified Travel Associate (CTA) > Understanding Customer Needs > Flashcards

Understanding Customer Needs Flashcards

1
Q

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

A

Economical Transportation

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2
Q

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

A

True

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3
Q

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

A

True

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4
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

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5
Q

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

  • Who is traveling?
  • When are the dates of travel?
  • Why are you traveling?
  • What is your annual income?
A

What is your annual income?

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6
Q 
Which type of traveler is most likely to seek out unique, novel, and adventurous
travel experiences?
-Near allocentric
-Allocentric
-Psychocentric
-Near psychocentric
A

Allocentric

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7
Q

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

A

True

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8
Q

Which of the following is considered a psychographic characteristic?

  • Age
  • Income
  • Travel preferences
  • Marital status
A

Travel preferences

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9
Q

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

A

False

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10
Q

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

  • Access to business services
  • Convenient flight schedules
  • Accurate reservations
  • Economical accommodations
A

Economical Accommodations

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11
Q

Travel that travelers choose to do because they want to travel.

A

Discretionary travel

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12
Q

Travel that is not necessarily the traveler’s choice

A

Nondiscretionary travel

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13
Q

Travel taken because the nature of the work requires people to travel.

A

Business or corporate travel

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14
Q

Identify who has the need:

Developing convenient financial arrangements.

A

A company with business travelers

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15
Q

Identify who has the need:

Setting up and implementing travel policies and procedures.

A

A company with business travelers

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16
Q

Identify who has the need:

Using data on travel patterns to identify future cost-saving strategies.

A

A company with business travelers

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17
Q

Identify who has the need:

Developing a system for handling reservations (by phone, e-mail, online, automatically, and so on).

A

A company with business travelers

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18
Q

Identify who has the need:

Making reservations in the simplest and most efficient manner.

A

A company travel arranger

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19
Q

Identify who has the need:

A travel agent who is organized and responsive

A

A company travel arranger

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20
Q

Identify who has the need:
Travel agents who are experienced and knowledgeable about fares, about travel between airports and city centers, about hotels with business centers and other business-related amenities.

A

A company travel arranger

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21
Q

Identify who has the need:

The type of itinerary and travel documentation provided.

A

A business traveler

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22
Q

Identify who has the need:

The accuracy of reservations.

A

A business traveler

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23
Q

Identify who has the need:

Support if problems arise.

A

A business traveler

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24
Q

Identify who has the need:

Access to online reservation systems.

A

A business traveler

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25
Q

Group travel that is in some way related to a job or profession.

A

Meeting travel

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26
Q

Identify who has the need:

On-time arrivals to stick to a schedule with no wasted time.

A

Meeting travelers

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27
Q

Travel that has been awarded to an individual as a reward for job performance.

A

Incentive or Award travel

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28
Q

Travel that is tailored to groups of people with shared interests, activities, and goals or who are connected through hobbies, lifestyle, religion, or family.

A

Affinity group travel

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29
Q

Travel purchased by groups or individuals for pleasure.

A

Leisure travel

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30
Q

Travel offered to travel agents and others in the travel industry to familiarize them with the travel destination or travel product.

A

Familiarization or fam travel

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31
Q

Doctor attending an international medical conference

A

Meeting travel

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32
Q

Sales person attending a mandatory training sessions

A

Business travel

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33
Q

Salesperson taking a Caribbean vacation with family as a reward for outstanding performance

A

Incentive or Award travel

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34
Q

Mother taking children to visit grandparents

A

Leisure travel

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35
Q

Travel consultant visiting destination to earn specialist designation

A

Familiarization travel

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36
Q

The measurable characteristics of a population such as age, income, sex, family size, marital status, etc

A

Demographics

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37
Q

People’s values, beliefs, and lifestyle characteristics.

A

Psychographics

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38
Q

Maslow’s hierarchy of needs

A
  • Physiological needs
  • Safety needs
  • Belongingness needs
  • Esteem needs
  • Self-actualization needs
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39
Q

Physiological needs

A

The most fundamental needs on Maslow’s hierarchy and includes food, water, sleep, etc. These are physical needs that need to be met first.

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40
Q

Safety needs

A

Once physiological needs are met, security becomes the next important need in Maslow’s hierarchy - secure income and a danger-free environment

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41
Q

Belongingness needs

A

The need for love and affection, once physiological and safety needs are met, then the need for belongingness becomes the motivator in Maslow’s hierarchy

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42
Q

Esteem needs

A

The need for self-respect and the respect of others becomes the motivator after physiological, safety and belongingness needs are met in Maslow’s hierarchy

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43
Q

Self-actualization needs

A

The need or desire to become all that one is capable of is the final motivator in Maslow’s hierarchy, once physiological, safety, belongingness, and esteem need are met.

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44
Q

Which of Maslow’s needs is most important for the travel advisor?

A

Self-actualization is the most relevant because it describes the need for personal growth

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45
Q

Plog’s Theory

A

Travelers can be classified as allocentric, near-allocentric, psychocentric, or near-psychocentric.

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46
Q

People who seek out unique and novel experiences in their travel, preferring action, adventure, and excitement

A

Allocentrics or Venturers

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47
Q

People who center their lives on the small, everyday problems of themselves or their families.

A

Psycocentrics or Authentics

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48
Q

People who are inhibited, choose familiarity and comfort, and prefer consistent and reliable travel destinations

A

Psycocentrics or Authentics

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49
Q

What are mid-centrics?

A

Mid-centrics who exhibit a blend of characteristics from near-authentics are called centric-authentics, and those who are more like the near-venturers are called centric-venturers.

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50
Q

Who takes trips to Japan

A

Near-Allocentric/Near-Venturers

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51
Q

Who takes trips to Africa

A

Allocentric/Venturers

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52
Q

Who takes trips to the Middle East

A

Allocentric/Venturers

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53
Q

Who takes trips to Southeast Asia

A

Allocentric/Venturers

54
Q

Who takes trips to India

A

Allocentric/Venturers

55
Q

Who takes trips to remote Pacific islands

A

Allocentric/Venturers

56
Q

Who takes trips to Latin America

A

Allocentric/Venturers

57
Q

Who takes trips to Russia

A

Allocentric/Venturers

58
Q

Who takes trips to China

A

Allocentric/Venturers

59
Q

Who takes trips to Antarctica

A

Allocentric/Venturers

60
Q

Who takes trips to Eastern Europe

A

Allocentric/Venturers

61
Q

Who takes trips to Argentina

A

Near-Allocentric/Near-Venturers

62
Q

Who takes trips to Uruguay

A

Near-Allocentric/Near-Venturers

63
Q

Who takes trips to Chile

A

Near-Allocentric/Near-Venturers

64
Q

Who takes trips to interior Mexico

A

Near-Allocentric/Near-Venturers

65
Q

Who takes trips to Mediterranean countries

A

Near-Allocentric/Near-Venturers

66
Q

Who takes trips to southern Europe

A

Near-Allocentric/Near-Venturers

67
Q

Who takes trips to Scandinavia

A

Near-Allocentric/Near-Venturers

68
Q

Who takes trips to Panama

A

Near-Allocentric/Near-Venturers

69
Q

Who takes trips to Belize

A

Near-Allocentric/Near-Venturers

70
Q

Who takes trips to Costa Rica

A

Near-Allocentric/Near-Venturers

71
Q

Who takes trips to Western Europe small towns

A

Mid-Centric/Centric Venturers & Centric Authentics

72
Q

Who takes trips to United Kingdom

A

Mid-Centric/Centric Venturers & Centric Authentics

73
Q

Who takes trips to Brazil

A

Mid-Centric/Centric Venturers & Centric Authentics

74
Q

Who takes trips to Caribbean islands

A

Mid-Centric/Centric Venturers & Centric Authentics

75
Q

Who takes trips to French Polynesia

A

Mid-Centric/Centric Venturers & Centric Authentics

76
Q

Who takes trips to Israel

A

Mid-Centric/Centric Venturers & Centric Authentics

77
Q

Who takes trips to Parts of Canada

A

Mid-Centric/Centric Venturers & Centric Authentics

78
Q

Who takes trips to South Korea

A

Mid-Centric/Centric Venturers & Centric Authentics

79
Q

Who takes trips to sun-belt states

A

Near-Psychocentric/Near-authentics

80
Q

Who takes trips to Mid-western states

A

Near-Psychocentric/Near-authentics

81
Q

Who takes trips to Honolulu Hawaii

A

Near-Psychocentric/Near-authentics

82
Q

Who takes trips to Bahamas

A

Near-Psychocentric/Near-authentics

83
Q

Who takes trips to Bermuda

A

Near-Psychocentric/Near-authentics

84
Q

Who takes trips to Western Europe Capitals

A

Near-Psychocentric/Near-authentics

85
Q

Who takes trips to Australia

A

Near-Psychocentric/Near-authentics

86
Q

Who takes trips to Resorts

A

Psychocentric/Authentics

87
Q

Who takes trips to Theme parks

A

Psychocentric/Authentics

88
Q

Who takes trips to Las Vegas

A

Psychocentric/Authentics

89
Q

Who takes trips to Florida

A

Psychocentric/Authentics

90
Q

Who takes trips to Ontario Canada

A

Psychocentric/Authentics

91
Q

Who takes trips to Branson Mo

A

Psychocentric/Authentics

92
Q

Who takes trips to Paris France

A

Psychocentric/Authentics

93
Q

Who takes trips to London

A

Psychocentric/Authentics

94
Q

Who takes trips to Jerusalem

A

Psychocentric/Authentics

95
Q

Who questions

A

Who is traveling?
How many people are traveling?
Are they adults or children?
What are the passengers’ names?

96
Q

When questions

A

When are the dates of travel?
What are the departure and return dates?
Is everyone traveling together?
How quickly must you act?
Are they going immediately or at a peak travel time?
What time of year does the customer prefer to travel?
Are the dates flexible?

97
Q

Where questions

A

Where is the destination?
Where has the customer traveled before?
What kind of place does the client think would be the perfect setting for this trip?

98
Q

Why questions

A

Why is the customer traveling?

Is it for business or leisure, or a combination?

99
Q

What questions

A

What type of accommodations and services does the customer need or prefer?
What have been the customer’s best and worst trips/experiences? Why?
What activities or special interests does the customer have in mind?
Does the customer want those activities to be active, restful, or a mixture of both?
What would the perfect trip be like?

100
Q

Vacation experience questions

A

“What was your best or worst vacation? Why?”
“What do you like to do on vacation?”
“How would you describe your perfect trip?”
“What are you looking for in this vacation?”
“How do you envision this trip?”

101
Q

What is benefit selling?

A

Benefit selling focuses on how the characteristics or features of the product will have a positive value for the client.

102
Q

What’s the benefit of this feature:

Small and independent

A

Personalized service, unique design, intimate atmosphere

103
Q

What’s the benefit of this feature:

Remote location

A

Peaceful and refreshing setting, atmosphere encourages camaraderie, hustle and bustle of the everyday world feels far away

104
Q

What’s the benefit of this feature:

All meals included

A

No need to hunt for local restaurants, complete selection of menu items for all sorts of appetites

105
Q

What’s the benefit of this feature:

Day and nighttime activities

A

Variety of recreational opportunities to appeal to a diverse group; participants can be as active or inactive as they choose

106
Q

What’s the benefit of this feature:

Located an hour a way

A

Self-contained, no need to waste time traveling into town for necessities, can engage with locals and sample local crafts and foods

107
Q

What’s the benefit of this feature:

Not part of a chain

A

Out of the ordinary, not cookie-cutter, unexpected, different

108
Q

What’s the benefit of this feature:

Limited guest list

A

Fewer distractions, group members can focus on each other

109
Q

What’s the benefit of this feature:

Smaller scale

A

Not overwhelming or overly distracting

110
Q

What’s the benefit of this feature:

Small footprint of facility

A

Buildings are close, productivity time increases, can walk everywhere, meals can be enjoyed together

111
Q

Characteristics:

Prefer non-touristy areas
Exploring/searching
Insatiable desire to be active on trips
Enjoy learning about what is new and exciting at their destinations
On the creative, cutting edge
Value spontaneity
A

High Energy Allocentrics

112
Q

Characteristics:

Prefer familiar atmosphere
Enjoy crowds
Highly focused interests
Pursue interests with a passion
Enjoy recreational vehicles, which allow them to bring the familiar with them when they travel
A

High Energy Psychocentrics

113
Q

Characteristics:

Travel at more leisurely pace than High-Energy Allocentrics
More intellectual travel than High-Energy Allocentrics
Prefer cultural travel, historic places
Enjoy solitude, peace and quiet, really getting away from it all

A

Low Energy Allocentrics

114
Q

Characteristics:

Have few outside interests
Territory bound
Enjoy sitting at home on weekends
Watch lots of television
Enjoy watching baseball, golf, pro wrestling
Value security and stability
Like well-established, brand-name products
Prefer familiar, family-oriented travel
A

Low Energy Psychocentric

115
Q

Destinations:

Papua New Guinea
Indonesia
Zimbabwe
Peru
Central and Eastern Europe
Botswana
Myanmar
Tibet
A

High Energy Allocentrics

116
Q

Destinations:

Large cities in the U.S.
Canada, except Quebec
U.S. National Parks
Hawaii’s outer islands
Caribbean resorts
Western Europe
Great Britain
A

High Energy Psychocentrics

117
Q

Destinations:

Central, Eastern, Southern Europe
Mediterranean islands
Israel
Quebec
Japan
Scandinavia
Russia
China
A

Low Energy Allocentrics

118
Q

Destinations:

Escorted group tours or cruises
Atlantic City
Florida beaches
Oahu
Disney World or other theme parks
A

Low Energy Psychocentric

119
Q

A category of travel that consists of a group of people who share a common hobby, interest, or activity, or who are united through regular participation in shared outings. Often it is treated as a subcategory of leisure travel.

A

Affinity group travel

120
Q

A person whose life is centered on varied interests (the Latin root “allo” means “varied in form”). Allocentrics are outgoing, confident, and curious. Also sometimes called a venturer.

A

Allocentric

121
Q

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.

A

Business Travel

122
Q

The science of understanding why people make buying decisions.

A

Buyer Psychology

123
Q

A method of classification or grouping people with similar characteristics together. Demographic measurements include age, sex, income, and employment.

A

Demographics

124
Q

Travel that is undertaken because the traveler chooses to do so.

A

Discretionary travel

125
Q

Travel that is undertaken by travel counselors to learn about a destination or travel product.

A

Familiarization trips

126
Q

Travel offered by companies in order to reward employees for their accomplishments.

A

Incentive travel

127
Q

Travel bought by individuals or groups for pleasure.

A

Leisure Travel

128
Q

Travel that is undertaken to attend an organized event or meeting.

A

Meeting Travel

129
Q

A person who travels in order to break from the routine, and to strike a healthy balance between work and play.

A

Mid-centric

130
Q

Travel in which the traveler has no choice about dates or destination.

A

Non-discretionary Travel

131
Q

A person whose thoughts are centered on the small, everyday problems of the self. This type of person is inhibited and unadventurous, and values familiarity and comfort in travel. Also sometimes called a dependable or an authentic.

A

Psychocentric

132
Q

A method of classification or grouping people with similar characteristics together. Psychographic characteristics include values, beliefs, and lifestyle.

A

Psychographics

Certified Travel Associate (CTA) (16 decks)

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