IATA – Serving the Travel Customer

Model Question Paper (Predicted)

Maximum Marks: 100

Time: 2 Hours
Type: MCQ (Each question carries 1 mark)

Section A: Customer Service Basics (20 marks)

1. What is the primary goal of customer service in the travel industry?

a) Sell more tickets
b) Maximize profit
c) Ensure customer satisfaction
d) Promote destinations

2. A satisfied customer is most likely to:

a) File complaints
b) Recommend your service
c) Avoid using the service again
d) Ask for refunds

3. Which of the following is an example of active listening?

a) Interrupting to suggest alternatives
b) Nodding and summarizing the customer’s concern
c) Ignoring customer complaints
d) Speaking over the customer

4. Good customer service begins with:

a) Price listing
b) Product knowledge
c) Airport services
d) Transportation details

5. What is the most important quality of a customer service agent?

a) Aggressiveness
b) Friendliness
c) Talkativeness
d) Shyness

6. Which of the following represents an external customer?

a) Your manager
b) Another travel agent
 c) A paying traveler
d) Yourself

7. A moment of truth in customer service refers to:

a) A mistake
b) A complaint
c) Any customer interaction
d) Sales reports

8. Which is a key part of verbal communication?

a) Body posture
b) Eye contact
c) Voice tone
d) Uniform

9. Non-verbal communication includes:

a) Writing emails
b) Using jargon
c) Facial expressions
d) Speaking fluently

10. Empathy means:

a) Solving the problem
b) Understanding another’s feelings
c) Offering discounts
d) Ignoring complaints

11. Which of these improves customer service?

a) Assuming needs
b) Listening attentively
c) Selling unnecessary services
d) Delaying response

12. A professional image can be projected through:

a) Loud tone
b) Unclear speech
c) Personal grooming
d) Gossiping

13. Proactive service means:

a) Waiting for complaints
b) Avoiding problems
c) Taking action before issues occur
d) Ignoring issues
14. What should you avoid during a customer interaction?
a) Using polite language
b) Interrupting the customer
c) Taking notes
d) Asking questions

15. When dealing with an angry customer, the first step is to:
a) Defend your company
b) Stay silent
c) Listen without interrupting
d) Escalate immediately

16. Which skill is crucial for teamwork in customer service?

a) Blaming others
b) Cooperation
c) Isolation
d) Competition

17. The customer experience includes:

a) Booking only
b) Travel only
c) All interactions with your company
d) Payment only

18. Consistency in customer service means:

a) Changing styles
b) Uniform service quality
c) Personal opinions
d) Random feedback

19. The best way to handle a service failure is to:

a) Blame another department
b) Ignore it
c) Take responsibility and solve the issue
d) Tell the customer to come back later

20. A customer complaint is:

a) A sign of failure
b) An opportunity to improve
c) Irrelevant
d) Always unjustified
Section B: Handling Different Customer Types (20 marks)

21. Which customer prefers facts and figures?

a) Expressive
b) Analytical
c) Amiable
d) Driver

22. An expressive customer appreciates:

a) Detailed data
b) Friendly interaction
c) Silence
d) Low prices

23. A driver customer values:

a) Control and results
b) Emotions
c) Long talks
d) Freebies

24. Which of these is NOT a customer type?

a) Driver
b) Thinker
c) Analytical
d) Amiable

25. To impress an amiable customer, you should:

a) Be aggressive
b) Be warm and friendly
c) Focus on facts only
d) Rush the conversation

Section C: Communication Skills (15 Marks)

26. Which of the following enhances telephone communication?

a) Speaking quickly
b) Background noise
c) Smiling while talking
d) Interrupting the caller

27. What is the ideal posture when speaking to a customer face-to-face?

a) Crossed arms
b) Slouching
 c) Open and relaxed
d) Turning away

28. A good way to confirm understanding is:

a) Ignore the customer
b) Repeat back what they said
c) End the call quickly
d) Keep silent

29. Eye contact signifies:

a) Aggression
b) Lack of interest
c) Confidence and attentiveness
d) Disrespect

30. Paraphrasing helps in:

a) Avoiding responsibility
b) Delaying response
c) Showing you understand
d) Ending the conversation

31. Open-ended questions are used to:

a) Get short responses
b) End the conversation
c) Encourage customers to talk
d) Avoid customer input

32. Closed questions are best for:

a) Exploring feelings
b) Gaining specific details
c) Encouraging discussion
d) Changing topics

33. One key to professional phone etiquette is:

a) Yelling when unclear
b) Keeping calls short
c) Speaking clearly and politely
d) Using slang

34. Listening is complete only when:

a) You understand the speaker
b) You respond immediately
c) You interrupt
d) You finish their sentence
 35. Active listening involves:
a) Daydreaming
b) Repeating everything
c) Giving full attention and feedback
d) Talking constantly

36. When sending an email, one should:

a) Use slang
b) Avoid proofreading
c) Use clear subject lines
d) Type in all CAPS

37. Which is most important in written communication?

a) Fancy words
b) Emoticons
c) Clarity and correctness
d) Long sentences

38. A good listener will:

a) Finish sentences
b) Ask clarifying questions
c) Multitask
d) Interrupt frequently

39. When should you use the customer’s name?

a) Rarely
b) At the start and during the conversation
c) Only in complaints
d) Never

40. What is the impact of tone of voice?

a) Minimal
b) Only technical
c) Affects how message is perceived
d) None

Section D: Problem Solving & Complaint Handling (10 Marks)

41. A complaint is a chance to:

a) Argue
b) Improve service
 c) Punish the staff
d) Ignore the customer

42. The first step in handling a complaint is to:

a) Defend your point
b) Escalate it
c) Listen carefully
d) Give discounts

43. What is the best way to resolve a conflict?

a) Avoid it
b) Blame someone
c) Stay calm and find solutions
d) Argue

44. When apologizing, you should:

a) Say “It’s not my fault”
b) Be sarcastic
c) Be sincere and take responsibility
d) Say nothing

45. Which is a poor problem-solving approach?

a) Empathy
b) Delay in response
c) Offering options
d) Apologizing

46. Which phrase is better in customer service?

a) “That’s not my job.”
b) “Let me find out for you.”
c) “I don’t know.”
d) “It’s not possible.”

47. After resolving a complaint, you should:

a) Forget it
b) Follow up
c) Close the file
d) Avoid customer

48. Which is a benefit of handling complaints well?

a) Losing business
b) Damaged reputation
c) Customer loyalty
d) Less work
 49. What does a customer expect when they complain?
a) Arguments
b) Quick action and empathy
c) Long wait times
d) Ignorance

50. What is a common mistake in dealing with complaints?

a) Apologizing
b) Being defensive
c) Offering help
d) Solving the issue

Section E: Product Knowledge & Booking (15 Marks)

51. Product knowledge helps you:

a) Confuse the customer
b) Avoid questions
c) Answer queries confidently
d) Upset customers

52. The key part of recommending a product is:

a) Cost only
b) Customer’s need
c) Your commission
d) Package deals

53. Booking details must always include:

a) Passenger’s weight
b) Family history
c) Travel dates and destinations
d) Pet name

54. Which system is commonly used for airline bookings?

a) CMS
b) GDS
c) HRIS
d) ERP

55. A GDS stands for:

a) General Department System
b) Global Distribution System
 c) Global Delivery Solution
d) Generic Data Server

56. When a customer asks for a beach destination, you should:

a) Recommend anything
b) Suggest mountain tours
c) Offer beach packages
d) Sell cruise packages only

57. What is essential before confirming a booking?

a) Customer’s favorite color
b) Customer’s signature
c) Accurate traveler information
d) Your manager’s mood

58. Which travel product is intangible?

a) Travel bag
b) Hotel stay
c) Guide book
d) Map

59. A tailor-made package means:

a) A group tour
b) A fixed itinerary
c) Customized for the customer
d) Government-approved trip

60. The role of a travel advisor includes:

a) Printing tickets
b) Giving directions only
c) Providing expert travel recommendations
d) Selling maps

61. Upselling involves:

a) Selling less
b) Ignoring customer’s budget
c) Offering better options for more value
d) Selling used items

62. When do you use a PNR?

a) In billing only
b) For hotel check-in
c) For flight booking and customer reference
d) For luggage tagging
 63. The correct way to greet a customer is:
a) "Yes?"
b) "What do you want?"
c) "Good morning, how may I help you?"
d) "Sit down"

64. When should you confirm a customer’s preferences?

a) After booking
b) Before recommending
c) Never
d) At airport check-in

65. Double-checking booking info prevents:

a) Customer satisfaction
b) Errors
c) Good service
d) Time-saving

Section F: Cross-Cultural Service (10 Marks)

66. Cultural awareness in travel service helps:

a) Confuse customers
b) Build respectful interactions
c) Avoid international guests
d) Focus only on local clients

67. In some cultures, direct eye contact may be seen as:

a) Respectful
b) Rude
c) Required
d) A law

68. When dealing with cultural differences, you should:

a) Ignore them
b) Be judgmental
c) Be respectful and adaptable
d) Correct the customer

69. In global travel, gestures may:

a) Be the same everywhere
b) Never matter
c) Have different meanings
d) Replace all communication
 70. Cross-cultural communication includes:
a) Understanding language only
b) Avoiding foreign customers
c) Considering values, behavior, and expectations
d) Using translation apps only

71. A polite phrase in one culture might be ___ in another.

a) More polite
b) Equally polite
c) Offensive
d) Universal

72. Which of these helps in cross-cultural service?

a) Stereotyping
b) Open-mindedness
c) Generalizing
d) Arguing

73. A travel advisor should be:

a) Culturally insensitive
b) Curious and respectful
c) Dismissive
d) Superior

74. Language barriers can be overcome by:

a) Talking louder
b) Getting upset
c) Using visual aids and simple terms
d) Avoiding the customer

75. Which is the best way to learn about cultural preferences?

a) Guessing
b) Observing and asking respectfully
c) Reading novels
d) Ignoring the topic

Section G: Challenging Situations & Special Needs (10 Marks)

76. A customer using a wheelchair should be treated with:

a) Pity
b) Indifference
 c) Respect and accommodation
d) Avoidance

77. A VIP guest expects:

a) Ignored needs
b) Personalized service
c) Standard treatment
d) No interaction

78. Dealing with an angry customer, you should:

a) Get angry too
b) Walk away
c) Remain calm and patient
d) Argue logically

79. Which of these is true in a crisis situation?

a) Panic is helpful
b) Stay silent
c) Stay calm and follow procedure
d) Argue with customers

80. If a customer doesn’t understand your language, you should:

a) Talk faster
b) Use gestures or visual aids
c) Ignore them
d) Laugh it off

81. A customer is visually impaired. You should:

a) Ignore them
b) Offer clear, verbal guidance
c) Show brochures only
d) Avoid helping

82. In case of a flight delay, a good agent will:

a) Blame the airline
b) Avoid the customer
c) Provide updates and alternatives
d) Say “not my problem”

83. What should you do when a customer cries or is emotional?

a) Walk away
b) Stay silent
c) Be compassionate and supportive
d) Tell them to stop
 84. Helping a senior traveler includes:
a) Talking fast
b) Using complex terms
c) Being patient and offering help
d) Ignoring their pace

85. One way to handle high-pressure situations is to:

a) Avoid decisions
b) Take deep breaths and stay composed
c) Panic
d) React emotionally

Section H: Final Touchpoints, Ethics & Professionalism (10 Marks)

86. The final interaction with a customer should be:

a) Quick
b) Cold
c) Positive and memorable
d) Dismissive

87. Ethical behavior in customer service means:

a) Lying to close a sale
b) Hiding facts
c) Being honest and fair
d) Favoring friends

88. Professionalism includes:

a) Casual talk
b) Gossiping
c) Dress code and conduct
d) Ignoring feedback

89. Confidential customer data should be:

a) Public
b) Shared with friends
c) Kept secure
d) Posted online

90. What’s the best way to build loyalty?

a) Give gifts
b) Provide consistent, excellent service
 c) Overcharge
d) Make mistakes

91. Ethics in travel services include:

a) Misleading prices
b) Respecting rules and customers
c) Ignoring refunds
d) Sharing fake reviews

92. Follow-up after service is important because:

a) Customers forget
b) It shows you care
c) It wastes time
d) It's unnecessary

93. The last impression is as important as:

a) Nothing
b) The first impression
c) Feedback
d) Sales

94. Which one shows professionalism?

a) Arguing with coworkers
b) Showing up late
c) Handling tasks with integrity
d) Avoiding responsibility

95. Ethics protect:

a) The company only
b) The staff only
c) Everyone involved
d) Sales

96. Building rapport means:

a) Making small talk
b) Creating trust and connection
c) Avoiding eye contact
d) Asking personal questions

97. A customer expects a service agent to be:

a) Defensive
b) Professional and helpful
c) Rude
d) Unavailable
98. Keeping promises to customers builds:
a) Confusion
b) Distrust
c) Reliability
d) Sales only

99. If you make a mistake, you should:

a) Hide it
b) Blame others
c) Admit and correct it
d) Ignore it

100. Ethical travel service means:

a) Exploiting customer needs
b) Offering fake deals
c) Acting with fairness and respect
d) Pushing upsells