Certified Travel Associate Practice

Which listening technique is used to demonstrate to customers that you value what they are saying?

1. Acknowledge

2. Confirm

3. Clarify

4. Close the sale

The correct answer is: Acknowledge

Acknowledging is a listening technique that demonstrates to customers that you value what they are saying by actively listening and responding to their thoughts and concerns. It involves actively nodding, maintaining eye contact, and using verbal cues such as "I understand" or "I see" to show the customer that you are paying attention to and valuing their input. The other options of confirming, clarifying, and closing a sale may be important in the overall customer service process, but they do not specifically show that you value the customer's input and thoughts. Confirmation and clarification may come across as fact-checking or seeking clarification, while closing the sale may indicate a focus on making the sale rather than genuinely listening to the customer. Therefore, acknowledging is the most effective technique for demonstrating to customers that you value what they are saying.