Client Relationship Management and Sales
From Discovery to Close
This domain tests a consultative sales process. Candidates should recognize the stages: prospecting, needs discovery, recommendation, objection handling, closing, and follow-up. Discovery means asking open questions about budget, dates, travelers, priorities, and constraints before recommending. Recommendation means matching product features to stated needs, not leading with price. Objection handling means clarifying the concern before responding. Closing means confirming details and next steps. Follow-up means post-trip contact and repeat business.
Relationship Management
Know the value of a client profile: preferences, past trips, loyalty numbers, accessibility needs, and communication style. Understand consent for marketing, data handling, and the difference between a lead, a prospect, and a client. Recognize that retention is usually cheaper than acquisition and that referrals come from documented service recovery.
Traps to Watch
Questions often reward the option that asks a question before acting. Distractors include quoting a price before discovery, defending against an objection the client did not raise, and pushing an upsell that conflicts with stated budget. Watch for answer choices that sound helpful but skip consent or ignore the client's stated priority.
Worked Example
A client says, "That's more than I expected." Rule of thumb: clarify before countering. Ask whether the concern is total cost, payment timing, or value; then offer options such as different dates, a lower category, or a payment plan. Do not immediately discount.
Rule of Thumb
Diagnose before you prescribe: one good discovery question beats three product features.