CERTIFIED TRAVEL
COUNSELOR CTC
PRACTICE EXAM PART 1
Q1-40
Question 1: A newly promoted travel advisor is learning to manage group cruise
bookings. Which action is most characteristic of coaching rather than mentoring?
Choices:
1) Giving targeted feedback on the advisor's next group-booking call 2) Sharing a �ve-year career story to broaden the advisor's perspective 3) Introducing the advisor to senior industry contacts 4) Discussing long-term professional identity and career aspirations Correct Answer: Giving targeted feedback on the advisor's next group-booking call Explanation: Coaching is usually performance-focused and near-term. Giving targeted feedback on an upcoming group-booking call addresses a speci�c skill and immediate improvement need, whereas mentoring is typically broader and more career-oriented.Page 1
Question 2: When establishing a formal mentoring program in a travel agency, what should management do �rst?
Choices:
1) Assign mentors only by seniority 2) De�ne the program's purpose and desired outcomes 3) Require every employee to mentor two colleagues 4) Allow mentors to set unrelated personal goals for mentees
Correct Answer: De�ne the program's purpose and desired outcomes
Explanation: A successful mentoring program begins with a clear purpose and measurable outcomes. Those goals guide participant selection, matching, expectations, resources, and evaluation.
Question 3: A manager is matching a mentor with a mentee who wants to develop
luxury-travel sales expertise. Which factor should receive the greatest weight?
Choices:
1) Whether both employees have identical job titles 2) Whether the mentor works the same shift every day 3) Whether the mentor has relevant experience and can support the mentee's goals 4) Whether the mentor has been employed the longest Correct Answer: Whether the mentor has relevant experience and can support the mentee's goals Explanation: Mentor matching should primarily support the mentee's development goals.Relevant expertise, willingness, communication �t, and availability are more important than simple seniority or identical job titles.Page 2
Question 4: During a coaching conversation, an advisor says, 'I keep losing clients after I present the �rst itinerary.' What is the best initial coaching response?
Choices:
1) Tell the advisor exactly which supplier to sell 2) Explain that unsuccessful sales are unavoidable 3) Reassign the advisor's leads immediately 4) Ask the advisor to describe what happens before clients disengage Correct Answer: Ask the advisor to describe what happens before clients disengage Explanation: E�ective coaching starts by diagnosing the situation through open questions and active listening. Understanding what happens before the client disengages helps identify the behavior or process that should be improved.
Question 5: Which feedback statement is most useful in a coaching conversation?
Choices:
1) In yesterday's client call, you interrupted twice before the client �nished describing the budget; pause and summarize before proposing options 2) Your attitude is the problem 3) You need to be more professional 4) Everyone thinks you communicate poorly Correct Answer: In yesterday's client call, you interrupted twice before the client �nished describing the budget; pause and summarize before proposing options Explanation: E�ective feedback is speci�c, behavior-based, timely, and actionable. The third statement identi�es an observable behavior and gives a concrete improvement step without attacking the employee's character.Page 3