Certified Travel Associate Practice

Which listening technique is used to ensure understanding of a customer's needs?

1. Acknowledge

2. Confirm

3. Clarify

4. Close the sale

The correct answer is: Confirm

The technique that best ensures understanding of a customer's needs is confirming. When you confirm, you are essentially paraphrasing or summarizing what the customer has said to verify that you have understood their needs correctly. This step is crucial in effective communication because it not only shows the customer that you are actively listening but also provides an opportunity to correct any misunderstandings before moving forward. By confirming, the travel associate can ensure that all details align with the customer’s expectations, thereby enhancing the overall service experience. Acknowledge focuses on recognizing the customer's input, which is important but does not actively verify understanding. Clarifying involves seeking more information or specifics, which is useful but differs from the verification process of confirming. Closing the sale refers to the final step in the sales process rather than the listening technique needed to understand the customer’s requirements.