Certified Travel Associate Practice

What listening technique is used to ensure customers feel acknowledged and heard?

1. Confirm

2. Clarify

3. Acknowledge

4. Close the sale

The correct answer is: Acknowledge

The technique of acknowledging is fundamental in customer interactions as it allows customers to feel seen and valued during conversations. When a representative acknowledges a customer's feelings, concerns, or the information they share, it shows genuine attention and empathy. This helps to establish a sense of trust and rapport, which is crucial in building strong customer relationships. While confirming and clarifying are important techniques in their own right—ensuring that messages are accurately understood and elaborated upon—they may not directly convey the same emotional validation as acknowledging. Closing the sale, on the other hand, refers specifically to the final steps in a sales process and does not focus on the listening and engagement aspect of communication with customers.