Certified Travel Associate Practice

Which listening technique is used to gather more information about a customer's needs?

1. Acknowledge

2. Confirm

3. Clarify

4. Close the sale

The correct answer is: Clarify

The technique of clarifying is essential for gathering more information about a customer's needs. When you clarify, you are actively seeking to understand the customer's message more thoroughly by asking specific questions or encouraging them to elaborate on their thoughts and feelings. This communication method allows you to uncover details that might not have been expressed initially, ensuring that you can accurately assess and address the customer’s needs. By applying this technique, you not only show your attentive listening skills but also foster a relationship of trust with the customer. This deeper understanding is crucial for providing tailored solutions that meet their expectations, ultimately enhancing their overall experience. The other techniques, while important in their own right, serve different purposes. Acknowledging recognizes the customer’s feelings or statements, confirming verifies information already understood, and closing the sale focuses on finalizing the transaction rather than gathering insights on customer needs.